Norwalk Sofa & Chair Company

Going out of business, selling but not supporting warranty!

From the moment I stepped foot into this establishment to the delivery of my beautiful furnioture this experience and working with Lacy was a blast! I love the quality, customer service and prices of the furniture.

Quality customized furniture, reasonable prices and excellent service. It took three trips (which we could have saved by actually measuring our living room beforehand), but we ended up with the couch we wanted — a double chaise with a bumper that will make fall football marathons even better than they already are.
Rhonda was helpful throughout the process, with suggestions and advice on the fabric and such. Hopefully we don’t need to buy a couch again for a long time, but if you find yourself in that position we highly recommend Norwalk.

Be sure you are sure before you buy.
I liked many things about my buying experience at Norwalk; my dissatisfaction is with the lack of a return policy on getting a custom piece of furniture. I completely understand that this policy makes sense, but it’s painful when I’m finding that I am unsatisfied with my choices.
I thought I’d found the right new sofa design, one with a back that is tall enough for me to lean back and have it support my head (this is kind of hard to find). I need the neck support when I sit back. I went to their showroom and sat on the design I chose and it seemed to fit the bill. I could sit back against the sofa and my head was supported well enough. I spent a couple of days going over the fabric choices & colors, made my selection & placed my order. My sales person was very personable and friendly and helpful without being overbearing which I appreciate.
I never even saw the clearance room that other reviewers are raving about, so I’m bummed about missing that. Maybe you have to ask about it?
Their fabric selection process needs better organizing — it’s difficult for them to tell you whether a certain fabric is available in a particular color since the fabrics are not organized that way on their wall. You just have to visually scan the wall for the color section of your choice and then feel each fabric in that shade. It is helpful to first search online where you can get an idea of which fabrics & colors interest you so you can write down their name/​number and then go see/​feel them at the showroom.
Fast forward about 8 weeks to delivery of my sofa. It arrives and the seat is very stiff, much stiffer than the standard cushions felt on the showroom floor. Of course I understand this — the showroom model has had people sitting on it for a long time — but understanding it doesn’t make my new sofa any more comfortable. They say to give it a few weeks for the foam to get broken in a little & I’m doing that but it’s not working very well. I’m not a heavy person so I’m having to work hard to squash the seat cushion to help speed the process.
The sofa is high quality & well made. No question about that. And the delivery went very smoothly.
With such a stiff seat cushion, I am not getting the benefit of my design choice. I don’t sink in enough to have the back of the seat support my head when I lean back. I end up staring at the ceiling which is terrible for my neck. I have buyer’s remorse and of course there is NO return option on a fully custom sofa. I should never shop at stores where there are no returns. Especially for something that is so expensive.
So if you have absolute confidence that you can choose something you will love, then go for it. You’ll get a great piece of furniture that will probably serve you well for 20 years. If you have any doubts as to your ability to design your own sofa and completely love it, then keep shopping and try to find something that is not custom & can be returned if you are not 100% satisfied.

We’ve been buying furniture from Norwalk for about 12 years now, and we’ve always been impressed with the quality and customer service. Yes, the furniture can be a little pricey, but you can get EXACTLY what you want and it will last.
A few weeks ago, my husband and I lost our favorite Norwalk chair off the back of our pickup during a move. I was heartbroken and although the chair made it through the ordeal of bouncing down Highway 71 (literally bouncing down the highway… did I mention this is great quality stuff?), there were two or three major gouges in the fabric.
We didn’t want to have the chair completely re-​covered, as we have a matching ottoman and the fabric is the perfect color for our décor. So, Tom and his upholstery team set about the task of salvaging the chair. We picked it up yesterday and couldn’t be happier. They were able to re-​stitch the gathers around the arm of the chair and at the curve along the back, and the damage is almost invisible. If we didn’t know where to look, we would never notice it.
Thanks, Norwalk! We WILL be back!

We picked up a great club chair here this afternoon after looking at several stores in the area including Four Hands, Ethan Allen and others. We worked with Lacy who was great and very patient with our children. The furniture is very good quality (solid hardwood, mortise and tenon joints, 8-​gauge steel, etc) but reasonably priced — cheaper than Ethan Allen or Four Hands retail.
On a side note, I was surprisingly disappointed with the build quality of the Four Hands chair we were also seriously considering, a $ 1000 leather chair (and that’s the outlet price) at the outlet next door… the spring base was stretchy bands (like a beach chair) and the joints were stapled and glued… very cheap construction that makes me question their quality in general. I love their look but will likely stick with their tables, dining chairs, and accents and skip the upholstered stuff.

While we didn’t find anything to take home, the furniture here was pretty nice, the salespeople didn’t hover, and they had a lot of cool stuff in their clearance section in back.
We’ll be back, and hopefully have better luck finding something then.

I knew this was a custom furniture store but after stopping next door at Four Hands (which was too expensive for me), my friend convinced me to just check it out and I’m glad I did. They have a 75% off room which contained not only the perfect comfy chair I was looking for, but an awesome coffee table too. Lots of pictures and other knick knacks for a steal of a price. At those prices I’ll be going back and hunting for more and the saleslady was just as nice as she could be. She didn’t care I wasn’t buying custom stuff and I only spent $ 360 for the two quality items.

I was escorting my sister and brother-​in-​law on a furniture shopping expedition. They had originally wanted to go to a store that offers a total room package (need I say more ?) but I read their reviews and decided that was asking for trouble. I had purchased a sofa from Norwalk about 9 years ago and it still looks like it just came off the showroom floor so I thought this would be a good spot. I read reviews about Lacy Edwards on a previous review so I called and made an appointment to meet with her. She is indeed awesome and it was the best purchasing experience I have ever had. My sister and brother-​in-​law said this: «Lacy did not stand in the way of our making the decision, she facilitated the decision process which is exactly what she was supposed to do». We were all so glad we went there that my brother-​in-​law treated me to a big steak dinner afterward to celebrate. And that’s pretty awesome because he’s kind of a cheapskate.
The prices are moderate to pricey but you get what you pay for. If you don’t want your furniture to fall apart in 12 months, this is a good value from an American made company.

I just wanted to browse the furniture in peace here, but the sales lady kept hovering. I know she meant to be helpful, but it drove me nuts. I didn’t feel like I could relax and shop leisurely. Consequently we left and shopped elsewhere.

I purchased a sofa and 2 chairs from here many years ago, and was very pleased with the results… great furniture (the sofa was still in fabulous shape after 15 years) and the chairs are still comfy. It was finally time to get a new sofa and while I needed something quick, I couldn’t find what I wanted. So I came back here and was helped by a most amazing designer. Fun, friendly, and super helpful, Lacy Edwards was superb to work with and unbelievably patient as I worked my way through fabric after fabric. I ulimately ended up purchasing from another place, but only because I found the perfect fabric. Lacy knows her furniture and how to provide over-​the-​top customer service, as well as being a talented designer. I highly recommend this place.

We bought out chairs and ottoman from Norwalk Sofa & Chair several years ago, and today I called to talk to someone about getting them reupholstered. We’re in the middle of doing various home improvements, so I was very interested in getting info and excited about doing business with them. Unfortunately, the woman I spoke to, named Anna, at best sounded not at all interested in talking to me or at worst downright annoyed that she had to talk to me. After one particularly short answer from her that she gave with an edge in her voice, I asked if there was anyone else there I could talk to, but she didn’t put anyone else on. I would have been fine talking to someone else if she just wasn’t up to answering the four specific questions I had. Perhaps she didn’t get someone else because it would have been clear to her manager or whomever that she wasn’t doing her job well.
Although I called Norwalk Sofa and Chair Store with full intention of having them reupholster our chairs, now my only thought is to find somewhere else in town we can go to that will give us pleasant customer service in addition to doing a good upholstery job. I hate handing over hard-​earned money to businesses who don’t appreciate that we’re giving them our business.

I have previously bought furniture from here and loved everything. I just spent a lot of money on 2 sofas and have not been happy with the quality at all. The manager at the store is now pointing her finger everywhere else but at herself. Not sure what happened recently but this is not good quality. All has been a terrible experience and will never buy another piece of furniture again from them.

I love The Sofa & Chair Co. Friendly, helpful and knowledgable staff. This is where the designers shop. I spent a rediculous amount of time looking for a sofa and chair. And then I discovered this wonderful place. If you are looking for a fansatic, custom, high quality sofa or chair this is the place for you. I have made two purchases and I am extremely happy with the entire experience. Thank you! Twila W

Love the folks at the Norwalk Store in Austin. They are very helpful and the staff works as a team. I have had a long term relationship with them going back to the early 90’s and recently in the furnishing of a new home. Excellent customer service and outstanding design consultation.

Great quality but very expensive. The sales woman are very unfriendly and stuck up except for one whom we met our first visit, otherwise we would not have come back. Luckily we worked with the owner who was very nice and genuine. We will be going back for a couch or sectional next year as long as we work with the owner or the one nice sales lady.

My dealings with the Sofa & Chair company go back to 1996. At that time, I purchased a sofa and two living room chairs from them. I was frustrated in being unable to find a style that suited me, with fabric that matched my décor. If you don’t know, a great aspect of this company is that you go in and can select from a wide variety of styles (the sofa that I found was just what I wanted, clean lines and a little longer than normal). You then select from a truly huge array of fabrics for your pieces to be covered in (they have people who are a great help in selecting both to meet your needs). In a couple of weeks, the furniture that you imagined is delived to your home, and the cost is similar to other less-​satisfying options.

But why am I writing this now? Well, as you can imagine, after fifteen years of continuous use, the sofa was getting a bit worn. The cushions had lost firmness, the springs sagged a bit, and the frame had a slight squeak. What to do? Well, Norwalk warranties their frame and springs for life. I had purchased some additional fabric when I ordered the pieces, sure that I would damage something (but the fabric is such high quality that no occasion to used it ever arose). So, in the past month, I returned to the store (where some of the same people worked and remembered) and they were happy to reconition the sofa. It’s as nice now as a new one!