ComplaintsforNatuzzi Florida, LLC
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Complaint Details
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Initial Complaint
07/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
1. We received the sofas in July 2021. We noticed the slantedness right away, but weren't sure if it was just how they were.2. As the months went by the leather started sinking in more and more and the slanting/warped look and feel got worse. Note that only two of us use this couch where we get an hour or two in it off and on at night, at most. Note this is supposedly a high quality $6,000 reclining leather sofa. 3. In December we called Baers (around 12/15). And on December 21st, Natuzzi finally reached out to us.4. The Natuzzi technician was not scheduled to be available until January and he came on January 10. That technician came in with a stack of foam, which I guess was not enough to do the work he saw was required. He looked at one of the recliners only. After about an hour he informed us that he did not have the parts or enough materials to fix it, and that the unit was defective. He said it was best if the entire set was taken to the shop to be worked on, but that would leave us with nowhere to sit. So he said he would file a report and that he would come back.5. Natuzzi shipped new parts which didn't arrive until April 23. Repair was scheduled for May 11. Again the parts sent were defective.6. Natuzzi requested replacement parts set to arrive end of June. Now estimated (not guaranteed) arrival isn't until end of August, with no way of knowing if these parts won't be defective after sitting in a container ship coming from ***** for months. I have been waiting for this to be fixed since last year. At this point the defective item should have been replaced, but it seems easier to make me hope that sending the same defective foam over and over again for a $6,000 sofa is good customer service.Initial Complaint
06/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I purchased a sofa with Natuzzi, at their *************** store. It was delivered April 6th. I filed a complaint on Apr 13th (I was away on business the week of Apr 6th). My complaint to Natuzzi was about 2 things:1. a fault in the central foot of the sofa. 2. a fault in the leather on the sofa (a key attribute for a leather sofa)Re: 1: their initial response was it was "by design". When their online technical sheet stated otherwise. Additionally, when they eventually sent a technician On May 7th (that's 1 month post-delivery), the technician himself confirmed the fault in the central foot. Re: 2: I sent pictures and had to debate endlessly before they agreed to send a technician (on May 7th). When the technician came, he immediately noticed the fault in the leather and stated the sofa had to be taken in to the warehouse for him to fix this. Please note this is a contractor hired by Natuzzi, not a Natuzzi employee. Following his visit, he was to report back to Natuzzi central office to confirm next steps and the need to move the sofa to the repair warehouse. On May 12th, I got an email stating they now wanted some other technician who "has been working in the factory in ***** for over 20 years is in Florida" to come and take another look. It then took 5 emails exchanges from May 12 to May 21 to finally get them to acknowledge that I was fine with the contractor technician simply fixing the problem. I noted I was away on business and this would have to be at my return a few days later, and I confirmed my contact information was unchanged. Life happens, work got very busy for me with major reorganizations, and therefore I did not circle back with them until today. It is June 15th and I still have zero update!!! I've just re-emailed them for the Nth time. This is absolutely unacceptable. This sofa was $6,000+. All this time, we cannot use our sofa for fear of being blamed when they (yet again) acknowledge the fault in the leather!!
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.