Sign in

Norwalk Furniture & Design

Sharing is caring! Have something to share about Norwalk Furniture & Design? Use RevDex to write a review
Reviews Norwalk Furniture & Design

Norwalk Furniture & Design Reviews (4)

DO NOT SHOP AT THIS STORE!!! I ordered a custom table set in Septand after failed attempts at delivery over months this store left me with no other option but small claims courtI won against them in court for breach of contract and they were ordered to return my money However, THEY WON'T PAY!!!! Now, months since I originally gave them my money, I am forced to return to court to put a lien on their business! Their customer service is horrendous!!! Please don't make the same mistake I did by doing business with this store

DO NOT SHOP AT THIS STORE!!!
I ordered a custom table set in Sept. 2014 and after 4 failed attempts at delivery over 7 months this store left me with no other option but small claims court. I won against them in court for breach of contract and they were ordered to return my money. However, THEY WON'T PAY!!!!
Now, 14 months since I originally gave them my money, I am forced to return to court to put a lien on their business!

Their customer service is horrendous!!!
Please don't make the same mistake I did by doing business with this store.

DO NOT SHOP AT THIS STORE!!!
I ordered a custom table set in Sept. 2014 and after 4 failed attempts at delivery over 7 months this store left me with no other option but small claims court. I won against them in court for breach of contract and they were ordered to return my money. However, THEY WON'T PAY!!!!
Now, 14 months since I originally gave them my money, I am forced to return to court to put a lien on their business!
Their customer service is horrendous!!!
Please don't make the same mistake I did by doing business with this store.","neg-1

We have a credit this company. They refuse to work with me other than to demand that I go to their office/showroom based on a time of their choosing.We purchased a sofa based on the assistance of one of their designers. We had the designer come out and tape the floor to show us the dimensions of the sofa...the taped dimensions were wrong. The sofa was much bigger than the room would allow. Norwalk took back the sofa (we paid a re-stocking fee) and sold it off their floor. We were given a store credit, and at the time were told they "were headed to market" and would have something else for us to choose from soon. Since this happened I have visited their showroom several times and each time been told they didn't have what we were looking for. After the last visit I asked to speak with the owner, [redacted]. [redacted] called me back and stated she would need to speak with her husband and would call me back the next day. Five days later I called and left a message asking her to call me back. When she did, she indicated they were willing to give me a refund of $1500 (less than half of what we paid originally) or use the store credit. [redacted] sent me an email with names of sofas, and as we discussed I would reply with my input on her suggestions and add links to sofas I was interested in based on style, which I did. [redacted] asked me to send her dimensions of sofas I am interested in and I have complied. Since this email exchange began on March 8, [redacted] has not sent any other options of sofas her company carries, I have not received a phone call as a follow up - but I have received a demand to make an appointment and come in to see her. After telling me to forward dimensions she then stated it was "a waste of her time to do things via email". I live 40 minutes away and have been to the showroom more than 4 times in the last year. I told [redacted] I would not come into the showroom again until she sent me links to a couple of sofas they carry so I'm not wasting a trip, to which I was told they were busy too. The last communication from [redacted] was another demand I make an appointment to come and see her.After more than a year of going to the showroom, not receiving any followup calls or emails and being told the only way they will work with me is to come into their showroom again I am tired of their lack of customer service. Little to no effort has been put in on their end, I've had to listen to how *they* are out money (when they charged us a restocking fee *and* sold the sofa they took back) and how nice it was of them to give me a credit, but I am out over $3000 and am getting next to no customer service. Rather than email a demand to make an appointment with her, a call would have been nice, or emailed links to sofas that she would show me in the showroom so I can see them before I come. I have now wasted days on this process, more accommodating customer service at the very least would be nice. Calling doesn't seem to make a difference since the last time I called I didn't get a call back for 5 days and had to call again and leave another message.Desired SettlementI would like some consideration of my time and have options emailed to me so I am not wasting my time traveling to the store to be once again told "we don't have what you're looking for". This process has been dragging on for too long, and some accommodation on their part would be appreciated rather than being demanding of my time. If they do not have the time to assist me in finding something from their stock, I would ask for a full refund not the $1500 they indicated by email. Business Response The customer purchased her sofa with us on November 8, 2012. When she purchased her sofa she signed our terms and conditions which states special order and custom order merchandise are not returnable for any reason. She also waived and signed as such, her 72 hour cancellation period because she was in a hurry to get it ordered. Her sofa was delivered on January 7, 2013. One month later on February 6, 2013 in an effort to offer extra ordinary customer service we reached a written agreement that she signed, stating that she acknowledges that she agreed to have her sectional picked up because she felt it didn't fit properly. It also said she understands that this was made custom order for her and that Norwalk Furniture and Design is making an exception by doing that. She also signed off on being charged a 10% restocking fee as she had the sofa in her home for a month and we had to have it professionally cleaned. If he Revdex.com needs proof and or documentation, we have the original of this agreement and all other signed documents in our file.Now I would like to address her complaints of how we have not been responsive to her. She came into our store on or near September 15, 2013 at which time she met with our designer and selected five fabrics that she wanted samples of sent to her home. This was the first time since returning the sofa seven months earlier that she began looking for new things in our store. Her next contact with us was on December 11, 2013 for three additional fabric samples to be sent to her home. We also have written documents of these events. She seems to be upset about the fact that we didn't follow up with calls or e-mails but there was really no reason to until she had chosen something that we could help her with.The first time I ever spoke directly with the customer was on March 3, 2014. I had some personal issues that I had to take care of later that week and didn't get back to the customer until March 8, 2014. After that conversation I sent her a list of some sofas that I felt would fit her need via e-mail. Between that time and March 24th there were numerous e-mails exchanged between us. Some of those were between march 13th and the 21st while I was on vacation.It became clear very quickly that she wanted to try to resolve this via e-mail and the internet. This is something that does not work in our type of business. We are in the custom furniture business, where it takes customers to be in our store in order to see all the options that are available whether in style or fabric. If the customer wants to see most but not all styles available she only needs to go to norwalkfurniture.com which I have shared with her before.In closing I have copies of the e-mails that were exchanged with the customer, which I would be happy to share with you, which shows I never once demanded her to meet with me on a certain time or day and I never said anything like it was a waste of my time to do things via e-mail. What I suggested to her, for her benefit, was to e-mail me a day and time when she could come into the store to meet with me. The reason for this is having a full understanding of what her busy schedule is as well as my own commitments. If she would do this then she would not be wasting her time. If she just drops into the store I could have other appointments or not be available. We are open seven days a week and I will be happy to meet with her and help in her selection of whatever she would like to use her credit on. Again she signed that she understood there would be no refund and we are happy to work with her in the store, (which is how we always do business) to use her store credit.Consumer Response While I agree that we reached an agreement regarding the return, I disagree on the reasons why. The sofa didn't fit properly because when the designer came to our home and taped it out on the floor so we could see the dimensions it was taped out incorrectly. Enough so that there was a very significant difference between what was measured and what was delivered, and I called the designer withing 24 hours to let her know of this issue. When I came into the store during after the sofa was returned, I spoke with the same designer. Each time I have visited I was taken around the store to see what was new and looked at fabrics. Not once in 2013 did I get a call from someone at the store saying there was something new I should see, not even to direct me to something online. In our second phone call (March 8 of this year), the owner stated she would send via email options of sofas they carried. I received the names of those options, found them online myself and replied. After my reply to that initial email I was told repeatedly I should make an appointment. I made it clear I wasn't coming into the showroom again until I had a couple of options for sofas as I had already seen everything they had on the floor. I had already sent my dimension requirements (twice, as requested) and saw no need to drive out there again to see what I have already seen. So other than reminders of my credit, the unwillingness to work with me via email to find a sofa that meets the dimensions I'm looking for so I don't have to drive out there again and directing me to look online (thus spending more of my time) and the repeated stance I should make an appointment to come out to the showroom there hasn't been much effort on their part to show me any other options, that I was assured in every email existed. I was told explicitly in an email on March 13, "Trying to do this over e-mail or the phone is a complete waste of your time and mine."The last email I received (March 25) made it very clear there would be no more effort on their part until I acquiesced to their stand on making an appointment and to not bother communicating with them otherwise:"When you are ready to come into the store to use your credit I will be happy to assist you, although if you choose not to come onto the store to use your credit that is your choice. Please e-mail me only when you are ready to set an appointment." I would like to see an emailed list of their sofas that meet the dimensions I sent, which I was assured existed, this way I have a chance to see my options before I make an appointment and travel there again. It's not reasonable to ask for this minimal amount of customer service. Final Business Response As the customer has acknowledged she has a written agreement with us for a store credit and does not want to inconvenience herself by coming into our store to make a selection.She prefers to look online to make that selection. Below is the site where she can view sofas.Once she makes her selection, she will need to come into the store to select her fabric as well as complete the necessary paperwork. She needs to be aware that there are some sofas that aren't available to be seen online as well as the new market products. All of those are available to look at in the catalog in our store. Also for her convenience and meet the needs of her busy schedule we urge her to make an appointment before coming in.The site she needs to go to isnorwalkfurniture.com

Check fields!

Write a review of Norwalk Furniture & Design

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Norwalk Furniture & Design Rating

Overall satisfaction rating

Description: Furniture Retailers

Address: 2930 Broadway Ste A, Eureka, California, United States, 95501-3804

Phone:

Show more...

Web:

This website was reported to be associated with Norwalk Furniture & Design.



Add contact information for Norwalk Furniture & Design

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated