I have recently purchased $20,000 worth of furniture from Norwalk Furniture and it was delivered to my home in substandard condition and damaged. At the time of delivery I was not home to inspect the furniture and I told Norwalk delivery that I would inspect the furniture with my sales rep the following day. Upon inspection, we (my sales rep and me) found that every piece was poorly constructed and/or damaged. My sales rep acknowledged the issues but said it was no longer her issue and that it was up to the corporate office as to whether they will return the furniture.
The corporate office claims that their substandard craftsmanship falls under product warranty even though I have rejected the delivery. This business practice has made their poor quality product my problem.
My concern is that Norwalk Furniture claims that they manufacture quality furniture. The furniture that was delivered was of poor craftsmanship and the legs on most of the pieces are falling off. I no longer have any confidence in the company and I feel that other consumers need to be made aware of Norwalk Furniture's deceptive policies and practices before others are mislead.
My expectation from a supposedly quality furniture manufacture is that my furniture would be delivered in perfect condition; not every piece broken, damaged and needing to be completed reupholstered and repaired.
The issue in a nutshell: Norwalk Furniture sells you on their quality furniture but manufactures a substandard and damaged product. Because of their business practices, their failure to meet their own quality standards then becomes a major problem for the consumer.
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Reader Comments:
Posted by sandrastew on 06/08/2007
I also am not impressed with this supposedly quality operation. I ordered furniture in January which was promised in 35-45 days (sofa and chair) and 8-12 weeks (table and chairs). The sofa and chair were late by about 2 weeks. The dining table and chairs have taken twice the amount of time promised and they still are not in my home. It has been almost 6 months! I now have heard that the franchise I purchased them from is closed. The corporate office has been totally unhelpful and I would say deceptive in not coming out and telling me this store had gone out of business. No call from the sales rep (mind you, she was borderline incompetent to begin with) and nothing from the owner. I will never purchase anything from them again, and I suggest that anyone thinking of doing so, seriously reconsider.
Posted by l_christman on 11/16/2007
I purchased a livingroom suite and carpet in May 2007. It was delivered in October, many months late. The carpet was ripped and took 3 more months to replace as they apparently forgot about the problem until I reminded them several times. Then the couch broke after we'd had it 8 months and now after it was repaired, the cushions have compressed to the point of being very uncomfortable. I was lied to from the designer about a Valspar guarantee and thus bought inappropriate fabric for a chair I've had to had slipcovered in owning it less than one year. While they are offering to put firmer cushions on the couch no one from the company is willing to take responsibility for the 2 year guarantee of the original cushions. I would be very wary about purchasing anything from a company like this. No one is willing to share the name of the owner.
Posted by 9arrow on 03/25/2008
I have a hard time believing the original story from "ahardy". I know this is a "Complaint" site, but I must say that this story sounds contrary to any experience that I, my friends or my family have ever had with Norwalk Furniture.
As for the other 2 "reviews", keep in mind that the Norwalk stores are owned and operated by local individuals who purchase a franchise, and it sounds to me like the problems you may have had were at the local level and it is neither reasonable nor fair to blame all of that on Norwalk Furniture Corporation (the manufacturer). Norwalk Furniture is also sold by some independent retailers like the one that I buy from and in my experience these independents tend to have more experience in general.
So in closing, if you are interested in QUALITY furniture, look at norwalkfurniture.com and locate a dealer close to you and check it out for yourself. (and NO I do not work for them!!!)
Posted by sandrastew on 09/27/2008
I beg to differ but in addition to the problems I had with delivery and the local franchise, my supposedly quality sofa has never been comfortable and is looking worn after only a year and a half. My sister is a decorator and she didn't believe me when I told her you sit on the sofa and it feels like it's pitching you off. Then she visited and sat on it ... yes, it really does throw you off. Great if you want to get rid of company but not comfy for curling up with a book or watching TV. She says the cushions are all overstuffed and I should have them all redone. No way, I can't stand looking at the bad purchase anymore. I'm selling the thing for what I can get and buying something where quality stands up to the slogan.
Posted by spatzwa on 10/20/2008
I purchased a rocker recliner chair from the Raleigh Norwalk store in oct 2008, about a month ago I noticed some of the fabric has worn thin in a small area where the fabic covers the edge of the top footrest (not where your foot actually goes) - a location that you would not expect any wear. The chair is not heavily used and looks new elsewhere. The company that made the fabric has since gone out of business and Norwalk was just sold a few weeks ago. The rep came to house and acknowledged that the fabric was defective. Although I am clearly in the warranty period and the warranty even covers "abrasion," I was told the new Norwalk is not honoring their warranties.
Posted by mcrow805 on 10/26/2008
I purchased a sofa and matching loveseat. After 6 months the springs were shot. We are a family of 3 and are rarely home. We use the sofa maybe 2 hours/day. Circle Furniture in Boston was excellent and I did get the sofa replaced. I also replaced the cushions and was horrified when I saw how poorly the casings were sewn. There were thousands of loose threads in each one. These were not inexpensive pieces and I will not buy Norwalk again. I am shocked the Candice Olsen put her name on the product.
Posted by angela-loeckel on 03/15/2009
I totally agree with this comment. We ordered a couch-sleeper sofa and it is made very poorly. There's the pipelines that are not measured correctly. The lines go far than narrow down the middle of the couch. There's staples sticking out all over the place and it was not glued properly and is tight on one side then loose on the other. The lady at the warehouse wanted to come out and see the couch, but we cancelled because we did not want someone taking the couch then delivering a couch in worst condition than the first. We are finding new things wrong with it every day and we are very dissappointed in Norwalk!!!!!!!! They tell you that all of the couches are saposed to be made out ofa solid hardwood when in fact it's nothing more than cheap plywood.Coushions are warped and off center. Even worse than Value City Furniture. If someone mentions NOrwalk, you'd better run fast!!! April of 2009 TOTAL DECEPTION!!!
Posted by eltitan on 07/22/2009
I Completely agree, DO NOT PURCHASE furniture from NORWALK!!!! I have had nothing but problems as well, I spent over $10,000.00 and the couch was put in improper, the pillows were made improper and they can't find my chairs that apparently came from another vendor they use not all furniture is NORWALK furniture, they use other vendors to accent there furniture. No one wants to help you and they keep passing the buck! Apparently the stores are going under and they aren't paying there bills, don't shop at Wellington you may not get your furniture, your definately not getting what you ordered!
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