PICTURE PERFECT INTERIORS

On November 2, 2012 the chair was delivered to our home here in Lee?s Summit Missouri.  We immediately noticed that the product was a different style than what we thought we ordered.  After some research on Norwalk's website, I noted that the chair we received was instead a Hamilton Swivel Rocker (stock # 9277-33) and while it has some similarities to the Hamilton Chair, it has a completely different base construction.  I am not old enough (yet) to need a rocker, so I notified Picture Perfect Interiors of the mistake.  To facilitate a quick resolution and to verify my concern, I also took pictures of the chair and forwarded those by email to Picture Perfect on November 2nd.   In an email on November 5th Picture Perfect acknowledged receiving the photos and indicated they would speak with someone at Norwalk Furniture about the manufacturing mistake.
 
On November 8th I received a voicemail from Picture Perfect notifying me that Norwalk's customer service representative wanted to ship some new legs and resolve this mix up in what was described as an ?in-home repair?.  I did not hear from anyone for several weeks, so on November 25th I contacted Picture Perfect by email and asked for an update.  I further expressed some reservation that an in-home repair would not provide the equivalent long-term structural integrity that would have occurred had this been installed correctly the first time in the Norwalk factory. 
In a phone conversation with Picture Perfect a few days later I requested a return and full refund, but my request was denied.  It was hard for me to understand why a product manufactured to the wrong style would not be eligible for a return and full refund.
 
In the weeks that followed, I received multiple calls from both Picture Perfect?s owner, Brenda Freebern, and Jonathan Lochmann, Norwalk?s Sales Representative for this area, pressuring me to accept Norwalk?s repair solution, which I declined.
It did not make sense to me that a brand new piece of furniture needed to be repaired when in fact it was not made correctly the first time.  I was further concerned that an after-market repair would void the product warranty.
After repeated requests for a return and full refund (all of which were denied by Picture Perfect), I contacted the President of Norwalk Furniture out of frustration and asked for his intervention to resolve this problem.   After a few days, Norwalk offered to manufacture a brand new chair in the correct style (a real chair not a rocker) and to swap that for the rocker, a solution which I accepted.
On February 5, 2013 the correct chair was finally delivered (four months and seven days after the initial order) and the rocker went back to Picture Perfect.
The bottom line for me was that Picture Perfect Interiors was decidedly unhelpful in coming to a reasonable solution acceptable to the customer.  The owner was stuck on one and only one solution, which was the lowest-cost, least-hassle outcome for Picture Perfect.

Decorator services were complimentary after I spent $500 on merchandise, which wasn't difficult to do, and her expertise was invaluable! Ashlea had a lot of great ideas and was alway mindful of my budget.

She was very flexible and not high pressure, terms were very good. I like that she didn't charge extra for her services if I purchased a minimum amount of product through her.

ASHLEA MADE MULTIPLE TRIPS TO OUR HOME, NEVER CONSIDERING EVEN THE SMALLEST DETAIL OF PUTTING TOGETHER A HOME TO BE ABOVE HER JOB. SHE WAS VERY PATIENT THROUGHOUT MY PERIODS OF ABSOLUTE INDECISION. SHE SUGGESTED WAYS TO SAVE MONEY AND WAS VERY APPROVING OF MY EFFORTS TO SAVE MONEY. SHE INCORPORATED BOTH OLD AND NEW ITEMS IN OUR DECOR. ASHLEA IS VERY EASY TO WORK WITH, TAKING THE ''SCARINESS'' OUT OF USING A DECORATOR FOR THE FIRST TIME. SHE HAS WONDERFUL SUGGESTIONS BUT READILY WORKS WITH YOUR DESIRES. AFTER THE INITIAL VISIT, SHE WORKS UP PLANS (JUST LIKE ON TV). I GAVE HER A BUDGET AND SHE ADHERED TO IT OR ADVISES WHEN YOU ARE EXCEEDING IT. IF YOU HAVE NEVER USED A DECORATOR BEFORE, THIS IS THE PLACE TO GO! IF YOU HAVE, THIS IS STILL THE PLACE TO GO. I AM EXTREMELY SATISFIED WITH THIS EXPERIENCE.