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:05/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 very expensive table lamp from Natuzzi. It arrived damaged, rocking back and forth anytime someone needs to touch it to turn it on and makes a lot of noise as the bottom Frame is not stable or flush to the surface. I Immediately called Natuzzi and the driver also got on the phone and told *****, Manager, how bad it was and took a video and sent it to her (I still have the video). ***** told me it would take 5-6 mos to get the replacement sent and she had already requested it. It was to arrive mid-April. Mid April 2024 came and went and no replacement. I called in early May and ******************* told me she would get back. She never did and has been ducking my phone calls and not returning them ever since. This is a $1300 dollar item and I have spent $50,000 with this store. They should be ashamed.

  Business Response

  Date: 06/04/2024

  I contacted the client on May 31st to make her aware that her replacement lamp had come in and see what days would work for her for delivery. ***** requested that the lamp be delivered Thursday, 6/6. She is schedule for delivery Thursday afternoon per her request. 

  I understand delays can be frustrating but unfortunately, the showrooms do not have the ability to have the client's order come faster. Because our pieces come from *****, we can only give estimated times. ***** and I have spoken and resolved a few issues she has had. I have never avoided communication with her. There have just been times when I have not been in the showroom, or the designers were not able to take a call because they were busy with other clients. My apologies for the perception. We try to give the best customer service we can to our clients. 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21730915
  
  I am rejecting this response because:  The item was NEVER delivered.  I spoke with Manager ***** and she indicated it would be delivered on Thursday (June 6th) afternoon. I set aside my entire afternoon to be there when the shipment was to arrive.  The company employs an unreliable delivery outfit and the customers are at his mercy when he feels like delivering the items.  He will let you know when it is convenient for him.  He Texted at 757am before I am up and said he was contacting me about my delivery.  I responded at 9:15 am and asked what time?  He said to give him some dates and times (see he had no intention of delivering it today).  I said, per ***** it was supposed to be delivered this afternoon. He never did show this afternoon and my whole afternoon was wasted.  I also called ***** to let her know I was having difficulty with her delivery guy.  No response from ***** and no delivery.  At this point, I want a REFUND.
  Sincerely,
  
  *********************

  Business Response

  Date: 06/18/2024

  ********************* received her replacement lamp Thursday, June 13th, our delivery team took away the lamp she received earlier in the year.

  Customer Answer

  Date: 06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/27/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 placed an order for a bed with Natuzzi around September of 2021. The product cost included delivery and installation. The product was offered with a 1 year fabric warranty and a 10 year structural warranty. This order was fulfilled around March of 2022, and was assembled by the delivering crew. Around July of 2023, it was discovered that the assembling crew had damaged the frame, hardware, and portions of the covering skin which was not in sight unless the bed had to be disassembled. These issues were discovered as it was time for me to move to a new place. Upon the issue discovery, I contacted Natuzzi with the issues. They immediately brushed off the issues as the damage was done by the delivering driver and was not a warranty claim. After much back and forth, I was sent hardware such as **nuts and instructions regarding how to replace them. This repair undoubtedly requires professional work and is not something an ordinary customer can successfully accomplish. After the hardware was sent to me, further communication was dropped and the issues with the skin were not addressed. Recently, I hired a designer to replace the **nuts for me and was told that the existing **nuts has damaged the wood frame, and **nuts cannot be replaced. Natuzzi is now telling me that they cannot help me further, and that my product is now outside of the warranty period. This is a contradiction to their offered frame warranty.

  Business Response

  Date: 04/20/2024

  Mr. ******* purchased a bed from ** on June 9th, 2021, which was delivered to him on February 25, 2022. We have attached Mr. ********* signed order at purchase and his signed delivery note confirming he had inspected the furniture and there were no quality issues, nor any damage done by the delivery team. 

  He came into the ******* showroom on March 26, 2024, to purchase a chair and told our designer that he was moving and had trouble with taking apart his bed. He said that he had been sent a replacement parts kit by our customer care team and it wasn't easy to take apart. The designer forwarded his request to our customer care team and as shown below. Our customer care team then scheduled a technician to go out to Mr. ********* home for ***** 17,2024 to assist. Please see the email below sent to Mr. ******* on ***** 9, 2024.

  The 2-year warranty only applies to armchairs and sofas (please see details below), and we have a 1-year warranty on labor. Mr. ********* issues are currently not covered by either.

  This warranty is valid for two years from the date of delivery of the
  

  product. It covers non-conformities in cushions, mattresses, reclining
  mechanisms, stitching, manual and/or electric mechanisms, suspension
  systems (webbing), exposed wood trim and fabric coverings, and rips
  and tears in the leather not due to normal use. All NATUZZI ITALIA
  sofas and armchairs are protected not only by the statutory guarantee
  applicable in the country where the product was bought but also by 
  a Limited Lifetime Manufacturers Warranty, running from the time of
  delivery and limited to the sofas and armchairs inner frame.

   

  Email sent 4/9/2024 - 

  *********************************** ***********************************  Customercarenca
  NZZ-397935 - Technician Scheduled - B000432656 - *********** - - Kholesi
  Dear ******************,
  We have been notified by our selected craftsman of your date for service. This email confirms your appointment date:
  Consumer Name: ******************
  Address: *******************************************************************************************
  Phone Number: ************** call/text
  Email: **********************
  Business Partner (If Applicable): Natuzzi Americas (**)
  Business Partner Reference #: B000432656
  Guardsman Work Order #: NZZ397935
  Your appointment is currently scheduled for 4/17/2024. Should you need to adjust this date for any reason, please work directly with the technician or call Guardsman at ************ for assistance.
  Thank you for allowing us the opportunity to meet your needs,
  Field Services Team
  ************, ** 49518
  

  Customer Answer

  Date: 04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that even though their response contains multiple factually false details, the customer service did send over a technician after this complaint was made and the necessary repairs have been completed.
  
  Sincerely,
  
  Arman Kholesi

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On 5/13/23 - I ordered a bed from Natuzzi and paid a deposit of $3,709. A few months later, I followed up multiple times via email since i haven't heard anything back and finally called their office on 9/2 - just to find out that they 'couldn't locate it in their system". Almost a month later, after multiple back and forth, i got an email from ******************* that they located my bed in their local warehouse. On 10/12, after they collected the remaining payment - i finally received an email from ***** again informing me that their delivery team will 'reach out to me within 3-4 business days. On 10/26 - the delivery team came to install the bed, but didn't have all the parts to install it. Since then - they've been very slow on response (often wouldn't respond at all), until i asked to escalate and even then - after promising me for months now that they'll have parts ordered and delivered - just to find out that they parts they ordered were wrong. On 12/18 - they finally sent someone to come install the missing parts again - just to find out that the correct parts were still missing. Meanwhile, i've requested multiple times now in writing over the last few months for someone to come pick it up and issue a full refund, but all my requests have been ignored so far. My last request for a return and refund was submitted again on 12/18 (to ******************* again and to **** in ***************** but i received no response or confirmation for a return as of today. Please help me get the resolution to this in the form of a full refund and penalty for this business actions. Their service is unacceptable. I've never experienced anything like this before. Very disappointing.

  Business Response

  Date: 01/07/2024

   

  First, I must say, that we always strive to meet all of our clients' needs and expectations. **** placed an order with us in May of 2023, paid the necessary 50% deposit of $3,709. In July she contacted the showroom requesting to cancel the order. Because the order placed was special order, we could not accommodate her request, it had already been put into product. She then filed a complaint with the BBB but for our ******* showroom (maybe a mistake). In August of 2023, **** requested a chargeback via her credit card company for the full amount paid of $3,709 and it was granted. She then requested a discount on the already purchased bed and she was given a 15% discount. When the bed arrived (within our allotted timeframe), she paid the remaining amount of $2387. The bed unfortunately, did come with some parts missing and we agreed to return the bed for her. She understood that the bed had to be picked up before she was given a refund. We received the bed in our possession 1/5/2024 and she has been refunded the remaining balance of $2,387. We hope **** is satisfied with the outcome and apologize for any miscommunication.

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21046310
  
  I am rejecting this response because: as of 1/8/24 I havent received a refund.  That includes payments I made as an original deposit, second payment and delivery fees as per my attachments provided at the time of the complaint.  They finally came to pick up the bed on 1/5 after multiple requests and Im yet to hear back on the status is the refund that I asked for.  
  Please have the business provide evidence that the refund was issued for the full amount, including delivery fee as I asked for it multiple times.  This is unacceptable and unethical.  Their response is simply not true.  
  
  Sincerely,
  
  *********************