Norwood Furniture

We've tried our best to address their concerns with their sectional. We offered to pick up their sectional with a full refund in January 2016 and they wanted us to try and address ONE of their concerns. We did fix the issue and the client signed that she accepted it. A week later they called and had...

the same concern plus many more concerns which in our opinion are not defects or service issues. The reason for this is that our floor display has the same characteristics as the one in their home. Their standards of performance of the product and how it should look can not be met. We have invited them to visit our store to look at the floor model to see this and to see how to maintain their sectional but they have not done so. Now they are demanding a complete refund of their money and return the sectional. I told them we would do that with a 30% restocking charge which they don't want to do. On top of that they have made numerous bad reviews and posts to our Facebook page.I would consider lowering the restock charge to $700.00 to cover the expense we've incurred, the diminished value of the product being in their home for 4 months and additional expense we will incur picking up and returning the product BUT they would have to remove all of their reviews and sign an agreement that they will not harass Norwood Furniture again in any manner.Thank you,Todd B[redacted]

1st they never reached out or offered to us to have the sectional returned in Jan. What they offered & what we asked, was to have a 3rd party service repair person sent by Norwood to repair the sectional. I signed a document saying that they came to the house for the service call to repair. This is clearly twisting of the words by the owner. The couch was defected before they came & even after. Even if it was fixed on that day it does have the ability to go back to its normal defected state. Yes, we did call a week later specifying there was defects in the piece & other pieces. We did that, to advise to them which they kept on forgetting there were other issues than just the one they kept on "trying" to attend to which they failed at miserably. Once again our sectional is a custom piece, it is not to be compared to the sectional on the floor. I have pictures of the sectional from their floor & the floor model is very different than our sectional. Clearly, perfection & satisfaction is not what Norwood's about. They only see it from their side not the customer. All they care about is money in their pocket. There is no reason for us to go down to the store if nothing is wrong, but there is something wrong, which the owner even stated on his visit. It's funny that when you use your 1st Amendment rights of Freedom of Speech about the dissatisfaction of the sectional piece on Facebook gets a response w/ less than 24 hours w/ the complaint to the Revdex.com. Typically, our avg. response back from Norwood always was of us calling them to distinguish what's the decision. They NEVER would reach out we always had to press the fact. Also it was always over the phone not in writing. We simply want this sectional to be taken back with a full cash refund. They see one side and thats all! This needs to be resolved. You stated it in this response about having it taken in Jan. full refund, not in person or in writing to us, so if you can do that in Jan you can do it now.

I talked to [redacted] on 12-30-20123 and we agreed Norwood Furniture would pay for the part (new mechanism) and shipping and Mr. [redacted] will pay for the labor to install the part. I explained that the manufacturer was not in business any longer and that Norwood is willing to honor the...

warranty on this chair as a one time exception to take care of a valued client.We should hear from our parts supplier sometime during the week of January 6th and will call the client as to the status of the part as soon as we receive the information.Thank you,[redacted]

I spoke to [redacted] in January and he and I did set a date for us to pick up the sectional and refund their money. He then called back a few hours later and asked us to try and fix the one issue they were unhappy with. I agreed to try and fix it. I personally went to the home to view the service techs and the repair. When they were finished Candy [redacted] signed the service order stating she accepted this as a completed service and she was fine with it. A week later they called stating the issue came back and that they were not happy with numerous other things with the sectional. We reviewed the pictures they sent us and determined these issues they were having were just how the product is tailored, they are not defects. We invited them to the store to see the exact model they have so we could show them how to maintain their sectional and that the issues they don't like are represented on our showroom model which they viewed when they purchased the sectional. They still have not come by the store to see this and try to work this out. Bottom line is we have tried to satisfy the client but we cannot fix any of the issues they are concerned about. That's the way the product is made.They have had the use of the product for over four months so we feel a restocking charge is reasonable because the product is not defective and the resale value is now greatly diminished.$700 restock is what we can do and the removal of the harassing reviews that their two sons did.We feel that's fair.Thank you,Todd B[redacted]

Review: On Jan. 14, 2009 Norwood shipped us two cus[redacted] made swivel rockers (a[redacted] with numerous other cus[redacted] designed items). Since then we have found it necessary to replace the metal swivel-recliner undercarraige on both chairs. We were informed that there was a lifetime warranty by the manufacturer on these items and that the cost of replacement and installation was covered. Since then, one of the rockers again needs this same frame replacement. We called [redacted] (service manager) and asked that this chair be repaired. We were then informed that the manufacturer had gone out of business (I wonder why) and that we would have to pay for the part, the shipping, and the installation. He explained that Norwood accepts no follow-up warranty responsibilty in this matter. The extent of the customer service was that he would order the parts and presumably order the installation at a cost of approximately $400.00 dollars to us (the customer). It was caveat emptor (buyer beware) sorry-about-that. We are adults no children in the home. We live in the house where the furniture resides for half of the year or so. The furniture is not abused. We believe that the saleman's statements about the quality and reliabilty of the chairs in question a[redacted] with management's assurances of warranty is a statement of point-of-sale implied warranty. We believe that Norwoods is a de facto representative the manufacturers that they imploy.Desired Settlement: We are asking that Norwood repair the chair in question. The manager of the business has not contacted us nor given any assurances of any kind through the service rep. We need to talk and get a resolution. We have been doing business with Norwood for 20 years. We would like to continue.

Business

Response:

I talked to [redacted] on 12-30-20123 and we agreed Norwood Furniture would pay for the part (new mechanism) and shipping and Mr. [redacted] will pay for the labor to install the part. I explained that the manufacturer was not in business any longer and that Norwood is willing to honor the warranty on this chair as a one time exception to take care of a valued client.We should hear from our parts supplier sometime during the week of January 6th and will call the client as to the status of the part as soon as we receive the information.Thank you,[redacted]