Norwood Furniture — Attraction in Gilbert

Words cannot describe how disappointed I am with having to write this review. I have always been such a fan of Norwood Furniture and have referred many friends/family to Norwood. Not to mention that I've spent a substantial amount of money with them.

In Nov 2021 I purchased several items from Norwood and spent an entire day designing a dining room table/chairs/and barstools with Jody. We walked the store, I told her my style, we picked out furniture etc. I was very clear with what I wanted. Clean sleek lines to go in our new home. We designed the perfect table for our family. Once we were finished she printed me off the photo of the finished product and I signed off on it. Due to COVID the estimated delivery was April 2022. After months of delays our table finally arrived on July 6th. As soon as the table arrived I knew that something was wrong. The table had dig marks on it and appeared damaged or distressed and that is not what I designed. I'm not sure where the miscommunication came from but at this point it's her word against mine and while I truly believe she didn't mean harm, a mistake was made.

I let the delivery driver know that something was wrong and he called into the store and spoke to a manager named Robin. I spoke to Robin and she was very kind. She apologized and offered to take the furniture back. I let the delivery driver know that the return was authorized and the driver also spoke to Robin and they took the furniture out of our home. I sent Jody a text letting her know what happened and asked for our deposit of $3,200+ to be returned. She said no problem and that she would reach out to me when she got to the office.

A few hours later I was told by another manager named Todd (that was very rude) that I can't simply return a special order and that I should pay closer attention to what I sign. Mind you, I spent ALL DAY with Jody in November and the photo that I signed off on was not of a damaged/distressed table. If I didn't know what I wanted I wouldn't have been willing to pay over $7,000 for furniture. Todd told me that usually he charges a 30% restocking fee but that he would do me a "favor" and only charge me $1,400 to restock the product that was ordered incorrectly. I was upset and refused. They then came back and said that I needed to pay $900 to restock the product.

How on earth does a business get away with this? They mentioned NOTHING about a restocking fee when the delivery drivers were at my home. I did not sign anything when they were in my home, and Robin mentioned nothing to me about a charge. Now they have both my money AND the furniture and are refusing to issue me a refund without deducting $900.

They did offer to reorder a table but for crying out loud, that will take another 7/8months. We have lived in our home since December with no kitchen table and all I wanted was a nice table for our family to eat dinner together.

There is so much more to business than a sale. I was a loyal customer that had spent a lot of money in Norwood and had every intention of continuing to do so. Now that this has happened I can never trust them again. They do not stand behind their customers and when there is any sort of discrepancy they will not side with their paying customer, which is such a shame.

Now I'm having to resort to poor reviews, disputing charges, and hoping that my story will prevent this from happening to someone else. While Norwood has some of the best furniture in the valley, their service is horrible and I would stay away...

On February 24th we ordered a coffee table and side table with the promise of it being delivered by April 15th (it's on our invoice). When the date came and we had not heard from anyone and no tables showed up I called and they said it would be another 2 weeks. I waited and again when no one called and nothing showed I called again and was told 2 more weeks. When it didn't show up again I called and spoke to Shasta again. She said that if we wanted our money back she would call me and let me know IF our tables come in and then we can pay for it again. Ok fine, I get that... But then she offered the refund saying "if you don't want it, it won't hurt us. There is a furniture shortage and I know we will sell it no matter what so I know it won't be an issue for us." I was in shock that she basically said our business and their constant inconveniences to us was not her concern nor care. I said fine but I'm not sure we will ask for it again since she pretty much made me feel like we were not getting it at all anyway by saying "if we even get it in" and other things. Then she tried to guilt me into keeping the sale by saying "but you want the matching set don't you?" based on us trying to find a similar table to things we already owned. I was issued the refund a few days later in mid May. With no other contact until June 25th (almost a month and a half later) when the delivery guy Jim calls to confirm the 9:30 am delivery the next day that he said I had set up with Shasta. Oh and that full price of close to 900$ is due in cash at the delivery. (A total of about 15 hours between the call and delivery) He says I've been in contact with Shasta this last week and should have bern aware. I looked all over and could not find any email nor phone call. I told him what happened and said I'll have my husband call back about all of this. He said ok. I gave his info to my husband and he called Jim. He directed my husband to a "manager" who would call him back. This morning she (no name) called and pretty much didn't believe me or my husband that Shasta would say anything like that and then implied that if I was not smart enough to understand her system of fraud when she caught herself and tried to reword what she said mid sentence. No offer to fix anything, "sorry you don't understand" and pretty much an "I'm sorry you feel that way but I don't care" tone and that was it. I ended the call after that and suggest that no one give these people your time and money You'll only...

The people there are deceitful. Read over your receipt. They act as if there giving the customer a discount but in fact they are using trickery. I didn't receive the discount that was being advertised she used trickery to make it seem as if you were. Delivery day was a disaster I wonder if I will receive a call back from the maintenance repair department on when they can repair the holes in the walls that were made,well moving a child armoire. There was damage to a peice of furniture I purchased a child armoire,two holes on the back panel.

Received the call and there going to patch up the holes on the walls and paint over them with paint that matches. The walls were painted a year and a half ago the new paint is going to look brighter and when the curtains are open you will see sploches all over the walls and banisters. I ask them to repaint the stairway completely and they asked me if they gave me the paint could I do it. My husband painted it once and he shouldn't have to do it again. Now they are saying if the touch up job doesn't work that they will repaint the stairway walls .All am asking them to do is to leave my home as it was when they came in,no more and no less.

The armoire: There going to match up another companys paint to repair the sckratches.This is a Stanley peice the company has touch up paint that they can purchase. They said they are going to use there paint firts to repair the sckratches. There going to repair it with products that didn't come from the Stanley company. All so there calling the lady I spoke to at Stanley in CA. (a liar ) when she said the back panel could be reproduce and mailed out. There going to repair and not replace. There are two large cracks on the panel. Any other company would repair it to the same quality as it was when purchased or discount it because of the damages while moving There is no let's do it right the first time and we won't have to come back. NO It's let's see how we can get out of repairing this the right way with trickery.

I had enjoyed shopping there I hope there looking for a return customer only they can determine that. Do it right so...