Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a mobility kit for my sawmill on 2-11-23. Upon receiving it I found there were parts that were omitted. I contacted the company 3 times via phone and also by email. My email has not been returned and promised return calls have not been made. I was told the part was in stock but it hasn't shipped since I was told the problem was resolved a week ago. I just want the parts I paid for. At this point Norwoods carelessness and disrespect for me will cause me to delay my building project 45 to 60 days due to my schedule. There is no reason they couldn't have fixed there mistake. I recieve parts from other continents faster than I do from Norwood.

• Initial Complaint

  Date:12/14/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  28 Nov, 2022 I purchased a ******** Portable Sawmill model OS27, with a $950 delivery charge via UPS to my home. Ref Order # *********  12 Dec, 2022 I receive a call from a *** driver that he is at my driveway for delivery. (NOTE: I was never emailed or sent a tracking number of any kind from ********/Norwood.) I was not there to meet the delivery and he could not wait. Delivery informed me if it is returned to the warehouse there is a storage ($50/day) and redelivery fee ($250 minimum). I was able to get the driver to deliver it to my sisters 20 miles away. The shipment still has yet to make it to my house as agreeded when purchased.
  
  I addressed the issue with Customer service. I was informed by CSR they lost my email address. My account and order confirmation emails state otherwise.
  
  To date the sawmill is still not at the contracted address, requires fuel, time, equipment, wear & tear, man power and hours to complete.
  
  As a verified customer I have attempted to write a review of the product I purchased. ******** has yet to publish my review. No names, or foul/vulgar language was used. This is censoring my freedom of speech and I've blocked me from commenting on social media.
  
  Management "Steven" called and offered me $250 account credit or card credit. My card is a $0 balance as I've paid it in full! I never denied the $250 but said they can do better. Steven got upset when I said I'll be despututing delivery with my credit card company. Saying he takes that as a decline and hung up the phone.
  
  To-date it's still not at the agreeded delivery location

• Initial Complaint

  Date:09/17/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sawmill and accessories from Norwood in early 2021. I was promised an 8-12 week delivery. The partial sawmill arrived well after the promised delivery date.
  
  When I checked out the delivery I found that there were parts missing and damaged parts. I communicated many times with Norwood to resolve the issue, mostly via phone. It took many months, but finally i received some of the remaining parts that they had not shipped and I received some of the warranty parts. I was told by Norwood's customer service that their supply chain was messed up and that some parts were delayed weeks if not months. I finally received some of the replacements for damaged parts months after ordering and just finally received the other parts 2 weeks ago! I'm still missing 2 log rest/log stop kits and the scale setworks that I ordered back in early 2021. Norwood has now changed their tune and is saying that they show I received everything. I'm out still well over $800 and they are now non-responsive. I need help, please! Thanks!