Complaints

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a sofa for $6,700 from Norris Furniture, ****** ** in November of 2022. The fabric covering the sofa had an obvious wear flaw that was apparent after sitting on the sofa the very first time. We immediately complained to Norris. They finally agreed after some weeks to replace the sofa cushion covers. However, the fabric wear problem still persisted with the new cushion covers. I again contacted Norris asking for a full refund and to return the sofa, as my wife and I were terribly unhappy at this point with the horrible condition of our brand new sofa, especially after spending $6,700 with what we had heard from others was a very reputable company. Norris completely refused to do anything additional for us at this point. Norris markets themselves as a premier furniture retailer and guaranteeing customer satisfaction. Quite the opposite. They even tried to initially blame the fabric flaw/defect on my wife and I, arguing that it was a stain we had created. We have found Norris to be less than reputable, sneaky, dishonest and uninterested in customer satisfaction. We are asking the ******************** of West ******* to help us in receiving a full refund from Norris in the amount of $6,700. Thank you.*********************

  Business response

  10/19/2023

  **************** reported a perceived defect in his sofa, which Norris submitted to the manufacturer for review, as is our typical practice. The manufacturer reviewed the claim and stated that the fabric was well within acceptable parameters. When this information was relayed to ****************, it was not the result they had hoped for. 
  After discussion with ****************, we worked with the manufacturer to get replacement casings sent to us for their sofa as a courtesy. We arranged this on behalf of the Millers because they have been good clients and if we had a way to make the Millers happy, we wanted to do all we could to do so. 
  When the casings arrived, we sent out our tech to install them. 
  The same issue was reported again, which would suggest that there is a trait in how the fabric behaves that is catching the eye of the Millers. To be sure we again spoke to the manufacturer with the same result: this is well within industry tolerance. 
  We spoke with our service tech who had the same conclusion, as well as the owner of our business, who has extensive experience in refinishing and building fine furniture. All have agreed that this is within industry standards. 
  At Norris Furniture and Interiors, we pride ourselves in our ability to resolve reasonable customer concerns efficiently. We regret that we have not been able to make the Millers completely happy with their sofa but have determined that this is in fact a trait of the fabric selected. 
   
  
  

  Business response

  10/19/2023

  **************** reported a perceived defect in his sofa, which Norris submitted to the manufacturer for review, as is our typical practice. The manufacturer reviewed the claim and stated that the fabric was well within acceptable parameters. When this information was relayed to ****************, it was not the result they had hoped for. 
  After discussion with ****************, we worked with the manufacturer to get replacement casings sent to us for their sofa as a courtesy. We arranged this on behalf of the Millers because they have been good clients and if we had a way to make the Millers happy, we wanted to do all we could to do so. 
  When the casings arrived, we sent out our tech to install them. 
  The same issue was reported again, which would suggest that there is a trait in how the fabric behaves that is catching the eye of the Millers. To be sure we again spoke to the manufacturer with the same result: this is well within industry tolerance. 
  We spoke with our service tech who had the same conclusion, as well as the owner of our business, who has extensive experience in refinishing and building fine furniture. All have agreed that this is within industry standards. 
  At Norris Furniture and Interiors, we pride ourselves in our ability to resolve reasonable customer concerns efficiently. We regret that we have not been able to make the Millers completely happy with their sofa but have determined that this is in fact a trait of the fabric selected. 
   
  
  

  Customer response

  10/31/2023

   
  Complaint: 20733637
  
  I am rejecting this response because:

  The Norris response is totally inadequate. I would like the contact information for the owner of Norris Furniture, who apparently lives in ************, to personally discuss resolution of this issue. 

  
  Sincerely,
  
  ***************************

  Business response

  11/06/2023

  In an effort to work towards resolving this issue, Norris would offer to order new seat casings and new cores (cushions) for the seat as well. 

  This would provide brand new seating area and eliminate both the fabric and the cushion cores as the potential culprit for any perceived issues of staining etc.. This would leave only external factors as a cause for any issues. 

  Our service team will reach out in the next day or two to make all the arrangements for this. 

  Customer response

  11/14/2023

   
  Complaint: 20733637
  
  I am rejecting this response because:

  This resolution proposal by Norris is unacceptable. THE FABRIC ON THE ENTIRE **** IS THE PROBLEM. IT DOES NOT WEAR PROPERLY. THE FABRIC ON THE CUSHIONS HAS ALREADY BEEN REPLACED ONCE RESULTING IN THE SAME OUTCOME WITH THE FABRIC APPEARANCE. IT MAKES NO SENSE TO REPLACE THE FABRIC FOR A THIRD TIME WITH PREDICTABLE RESULTS. NORRIS NEEDS TO TAKE RESPONSIBILITY AND STAND BEHIND THEIR PRODUCT. THE **** NEEDS TO BE RETURNED AND A FULL REFUND ISSUED. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/03/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  WE SAT DOWN WITH SALESPERSON #1. ///SHE WAS EXTREMELY GOOD AT HER WORK. SHE HELPED US CHOOSE THE CORRECT PIECES FOR OUR SPACE; AS A MATTER OF FACT, WE RETURNED AND WAITED FOR HER. SHE HELPED US PLACE THE ***** BUT WHEN WE RETURNED AGAIN WE WERE TOLD BY THE RECEPTIONIST THAT SHE WAS ON VACATION OR, SADLY FOR US AS WE LEARNED LATER, SHE HAD RETIRED RECEPTION PERSON SAID SOMEONE ELSE COULD HELP US AND THAT'S WENT THE PROBLEMS BEGAN TO HAPPEN!THE SALESWOMAN. #2, UNFORTUNATELY, DID NOT KNOW WHAT SHE WAS DOING. WE DID SUGGEST WE COULD RETURN THE NEXT DAY, BUT THAT PERSON INSISTED SHE COULD TAKE CARE OFTHE THE TRANSACTION AGAIN WE RETURNED THE SAME PROBLEM (FROM SALESWOMAN #2)AFTER MANY CALLS TO THE ASSISTANT SHE FINALLY MADE AN APPOINTMENT FOR JULY 26, 2022; AFTER MAKING THE EXTREMELY HORRIFIC STORY SHORTER, THE INSURANCE COMPANY CAME &THEIR REPRESENTATIVE H ECAME SAW & TOOK MANY PICTURES WITH A CAMERA & ASKED ME TO FILL OUT A COMPLAINT FORM WHICH I DID; WHILE HE CLEANED SOME WHITE SPOTS. WHICH HE DID WITH A LEATHER CLEANER. I EVEN REMEMBER ASKING HIM WHERE I COULD PURCHASE THE CLEANER. HE REPLIED ****** OR CHECK LOCAL STORES.I FULLY EXPLAINED ALL THE OTHER PROBLEMS WE STILL HAD, AND WE BELIEVED HE UNDERSTOOD& WAS GOING TO GET SOMEONE FROM THE INSURANCE COMPANY OR NORRIS THEMSELVES. UPON LEAVING. MY HUSBAND EVEN TIPPED HIM. AFTER THAT, WE ALSO THOUGHT OUR TROUBLES WERE OVER, BUT NO PROBLEMS NOT RESOLVED! WE RECEIVED NO CALLS FROM ANYONE TO REMEDY THE REMAINING PROBLEMS SO I CALLED NORRIS-@ ******************* & AND ASKED THEM WHAT THE NEXT STEP WOULD BE. THE ASSISTANT SAID THAT I HAD TO FILL OUT INSURANCE FORMS AT THAT POINT IN IN TIME I HANDED MY HUSBAND THE ***** HE INFORMED THEM THAT " HE WAS NOT AT ALL HAPPY WITH THEM AND E WAS GOING TO REPORT THEM TO THE BETTER BUSINESS BUREAU AND ALSO PUT IT ON ******** TO SAVE OTHER PEOPLE HAVING THE SAME PLEASE HELP US REQUEST REPAIRS AND OR

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spent $45,000 with this furniture company. The dining room table was delivered chipped and leafs do not sit flush. The credenza purchased has 2 doors that do not open at all. They sent a furniture technician twice to my home unable to repair table leafs and didn't have new brackets to fix credenza. It is now almost 90 days and too many phone calls and emails to this company unresolved. They don't even follow up either after each email or phone call. They insisted on payment in advance of delivery and they put in writing to me that the furniture would be delivered without any defects. I was clear upon delivery the dining room table must be replaced with a new table. Returning this table for repairing is not acceptable. The technician face timed with manufacturer from my home and they could not resolve the leafs not sitting flush but even if they could they I don't want a chipped table. Returning table to see if they can fix the chip is not acceptable. I don't want a defective table. I want a new one. . All of this was put in writing the day they delivered the furniture in January with their sales person present to see all the issues. I sent them pictures and signed for damaged table and credenza. I have been clear since delivery the table must be replaced and I agreed to repair of credenza doors which is still not done. Please help to get this furniture company to order me a new table and to resolve credenza issues or replace the credenza. If I have to hire a lawyer I will but prefer to not have to.

  Business response

  06/06/2022

  Business Response /* (1000, 10, 2022/05/14) */ We had been in contact with the consumer and have come to an agreement. Please see attached copy of the backside to our sales orders which we have customers sign or authorize prior to any special orders. Thank you, Dave A. Consumer Response /* (3000, 12, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 5/5/2022, Norris agreed to replace defective dining room table. They advised 23 weeks plus 6 weeks for delivery. Today they sent their repair staff to replace brackets on credenza as 2 doors do not open. They were unable to fix the doors. They said the unit is level but the doors do not work and they cannot repair. They advised they now need to go back to the manufacturer "Biscayne" to see how to fix this problem as they are unable to. I signed the work order with this information that the repair company stated - the doors still "stick and 2 of them do not open". So the problem has not been corrected.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩