NORWALK-THE FURNITURE IDEA

The customer service at Norwalk is appalling. Go to Haverty's. I ordered a sofa, rug, and recliner, which were supposed to arrive in five weeks. The sofa and rug arrived in eight weeks, the recliner six weeks after that. Upon inspecting the recliner, they found a large imperfection on the cushion and sent the fabric back. It took six weeks for the manufacturer to order the fabric and recover the cushion. When I finally received the recliner, it did not look like the one I ordered. The recliner in the showroom was simply designed except for a horizontal seam on the back. I had ordered fabric and the salesperson did not told tell me that the seam was a leather-only option. Now I'm stuck with an ordinary recliner that looks like it came from JC Penneys but cost over $2,000. Because it's a custom chair, the owners refuse to let me return it. They won't even sell it in their store and give me a credit; there's supposedly no room in the store for one more chair. My friend ordered $10,000 to $15,000 of furniture from Norwalk. Several pieces were flawed -- for example, a desk drawer that doesn't close properly, two lamps that don't work, and two sofa cushions that are not filled with the material she ordered. Norwalk won't even take back the lamps. The lamps were not custom made -- the typical reason for the no return policy. At least Haverty's has a 3-day return policy.

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