ComplaintsforNatuzzi Americas, Inc.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a long time Natuzzi enthusiast and I have been buying Natuzzi furniture for over 20 years in various countries. I love Natuzzi because of their quality and their commitment to warranty of 10 years. I bought a Natuzzi Italia Piuma bed from BIF furniture store in 2015. The bed has been having faulty design since the beginning and Natuzzi sent someone to fix it in 2021. However, when they were fixing the bed, the official Natuzzi's maintenance team Guardsman s**** drove the nut too much and caused the bed to be unstable. The bed has been making squeaky sound and shaking for quite sometime. I requested Natuzzi to have someone to come in inspect and fix it if possible. Natuzzi then took a month to respond my email and said "Per the terms and conditions of the Natuzzi manufacturer's warranty, the 10 year warranty only applies to sofas and chairs, not beds. I've attached a copy of the warranty for your review. " It doesn't make any sense because Natuzzi clearly came fix my bed in 2021 and the warranty they send me is for Natuzzi Editions.

  Customer response

  07/07/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  07/30/2024

  Hello

  We have spoke at length with the consumer recently. He confirmed to us the bed is older yet his children were recently jumping on the bed when they noticed the damaged. We understand the bed was repaired under terms and conditions of warranty several years ago however this damage is recent. 

   

  Natuzzi doesn't feel this is covered under terms and conditions but rather rather from non-normal household usage. 

   

  Kindly

  Mary 

  Natuzzi ************* Supervisor 

  Customer response

  07/31/2024

   I am rejecting this response because:
  
  The business refuses to honor the warranty

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Natuzzi leather sofa set (sofa, loveseat and ottoman) through Macys years ago. A year or so ago we noticed the center of the couch starting to sag so we propped it up with wood underneath the center - it was strange that it had no center support. Nevertheless, the sagging got worse and we called Natuzzi and they told us there was nothing they could do with a couch this old and told us to call Guardsman. We paid Guardsman to send a technician to diagnose the couch. The technician disassembled the couch and found (1) the support for the sofa arms had cracked and loosened because the center of the couch had no supports and (2) a mounting hole in the center of the couch (completely obscured by the underside covering) where a center leg should have been installed during the manufacturing process (see photo). Apparently, the center leg should have come with the couch but it was missing unbeknownst to us, and the lack of a center leg caused the middle of the couch to sag from lack of center support (see photo of sagging couch). We paid the technician to repair the couch which included installing 2 new center legs. The technician spent a couple of hours repairing this couch. We paid $565 for the repair and forwarded the report, photos and the invoice to Natuzzi. They have refused to reimburse us for the sofa repairs as being under our warranty despite the fact that we promptly reported our discovery of their clear manufacturing defect to them and there was no way that we could know that their was a missing leg. The couch has served us well and, now that it was repaired to manufacturers standards, should last. Expensive leather couches should last for a long time and anyone can make a mistake. However, a large reputable company like Natuzzi, should have taken responsibility for their mistake and reimbursed a loyal customer as a sign of company goodwill. They chose not to, and accordingly, our family will never consider purchasing a Natuzzi product again.

  

  Business response

  06/25/2024

  Dear *******

  We have updated the consumer directly that the request is denied as the center leg missing should have been reported during or shortly after delivery not years later - we are unable to assist at this time. 

   

   

   

  **********

  After Sales Supervisor

  Natuzzi North America 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My overpriced luxury a couch is under 3 years old and ripping & tearing. The same spot was replaced under a year ago and its happening again. Clearly it was replaced wrong. I paid extra $300 for a protection plan, which I was told would cover this couch for 10 years. When I reached out to natuzzi corporate they sent me a link to buy a touch up kit for $35. How insulting. I should be able to sit on the couch, without it being destroyed.

  Customer response

  02/12/2024

  I have not heard from the business in response to my complaint. Im ready to take this all the way. I have receipts and screen shots of the terrible customer service to go with my terrible couch :)

  

  Business response

  02/15/2024

  Hello

  Natuzzi is working with the review of this claim and replying to the consumer. 

  Mary 

  Customer response

  02/15/2024

   I am rejecting this response because:
  
  this is not a resolution. I was told its odd and thats why its not covered under ************* of the weirdest customer service responses I have ever received. 

  

  Business response

  02/26/2024

  Hello

  The same type of issue was corrected for the consumer nearly a year ago and for the same to occur again and no other places are showing this wear or issue we do not find this be warranty covered/manufacture quality concerns at this time. Natuzzi has offered a touch up kit to the consumer at cost. 

   

  Thank you 

  Mary 

   

  Customer response

  02/29/2024

   I am rejecting this response because:
  
  I have paid for a warranty and they are ignoring it 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Natuzzi sofa and love seat from **** ********* in 2021. I contacted **** Customer Care within the one year warranty period as the "premium" item ****ted to show extreme wear. More specifically, the filling in the sofa shifted and flattened in the back of the seat, the leg portion of the power recliner also did the same on the right side. The left side head rest was also not even with the right side. On 2/4/2022, I received notice that Natuzzi would send Guardsman Technician to take photos. The technician came on 3/2/2022. I was told I would hear something back from Natuzzi but never did. I emailed **** Customer Care and Natuzzi on 4/19/2022 and 5/30/2022 and 07/02/2022. Never received a reply, so I called Natuzzi on 09/05/2023 and spoke with Melody. She apologized profusely and said that my warranty ticket remained opened for so long and said that this was not customary. This is obviously not true after reading similar complaints about Natuzzi on the BBB forum. I was told that the store would offer me a credit for keeping the furniture as-is, but I have not received any indication from the store about a credit. Now, **** says I have to resolve with Natuzzi, but Iris at Natuzzi says I have to speak with the store. All I want is for the sofa to be repaired or replaced which is a reasonable request-especially considering how long I have waited. I have record of all emails referenced above. Natuzzi also has photos.

  

  Business response

  09/14/2023

  Hello

  We are working with the store and asking they work with the consumer as the consumer purchased from **** and not Natuzzi. We can certainly resolve internally. 

   

  Thank you 

  Mary 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of purchase 8/14/22 From ***** ****** ********* ** Amount paid $3,970.75 It took 5 months for the sofas to arrive. I emailed Miguel C********* at ***** ****** on 2/12/23, to let him know that we weren't happy with the larger sofa that we purchased. I told him that there is much less cushioning, and the fabric is very loose compared to the loveseat in the matching set. We also sent him photos and he responded on 2/19/23, advising that he'd send the photos along with my concerns to Natuzzi. On 2/27/23, I e-mailed Miguel, not having heard anything. On 3/4/23, he said he'd reissue the service request to Natuzzi. I emailed Miguel again for a status on 3/14/23. On 3/15/23, Miguel stated that Natuzzi would send a service tech. to our house. On 4/10/23, I e-mailed Miguel to advise I still hadn't heard from anyone and was getting frustrated. On 4/11/23, Miguel stated that due to staffing issues they couldn't get a tech. out quickly. On 5/8/23, a tech. came out, took pictures, told me that the sofa would cost too much to fix he and was going to recommend we receive a new sofa. He told me to continue to be patient and understood that this has been a long process. On 6/15/23, I called Miguel for a status. There was so much back & forth between talking with Miguel and the warranty company for Natuzzi; No one seemed to have an answer for me. On 7/17/23, I emailed Miguel and told him I had left a VM for the tech. and sent an email to Natuzzi, but no one was getting back to me. I was assuming someone was going to order us a new sofa, but no one was confirming this. On 7/20/23, I spoke with Iris @ the warranty co. and she advised that I was "going to be very happy with the outcome..." and to just wait a little longer. On 7/26/23 I received an email from Natuzzi Cares saying our claim is denied and if we choose to repair the sofa on our own, we can. So, not only did we spend a lot of money on these sofas, we have to pay to repair Natuzzi's defects. Senseless!

  

  Business response

  09/11/2023

  Hello

  Natuzzi has sent a service tech to inspect and it was determined the item is up to standards of the manufacture. We have informed the store and consumer of this and that she needs to work with the store of purchase at this time. 

   

  Thank you

  Mary

  Natuzzi Customer Care 

  Customer response

  09/11/2023

   I am rejecting this response because: In the response from Natuzzi, Mary stated “Natuzzi has sent a service tech to inspect and it was determined the item is up to standards of the manufacture.”  This is inaccurate; the tech. that came to our home very clearly stated that the sofa was defective and that he would be recommending to Natuzzi that it should be replaced. 
  
  
  

  

  Business response

  09/12/2023

  Hello

  The tech report didn't indicate replacement therefore as we have asked already she needs to work with the store at this time. 

  Mary 

  Customer response

  09/14/2023

   I am rejecting this response because:
  We will be contacting the technician who came to our home, as the comments by Mary @ Natuzzi are inaccurate. The tech. very clearly indicated that the defective nature of the sofa was too extensive for him to repair and that he would be reporting back to Natuzzi that replacement is warranted. Regarding Natuzzi’s directing us to contact the retailer, we had already done that in the first place, which resulted in Natuzzi’s warranty representative technician coming to our home. Natuzzi is attempting to avoid taking responsibility for what has already been confirmed a defective product by their own complaint process. The responses from Natuzzi leave us extremely dissatisfied with the company and their refusal to stand by their product.
  
  

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Natuzzi sectional sofa from a local dealer(******** ***) 4 years ago. I have taken good care of the sofa, but the back supporting bolts just got loose one by one after one year of use, Now there are 4 bolts loose and got pulled out. It must be a quality issue. I emailed Natuzzi customer service. They told me it was out of warranty and didn't want to cover the repair cost. It is a $7,999 sofa, and the frame is supposed to have a 10-year warranty. the customer service stopped replying to my email. It is really dangerous since the supporting bolts are not tightened. I hope the Natuzzi can send a technician to fix the issue can cover the cost or provide a better solution

  Customer response

  09/11/2023

  Please see attached file regarding the Natuzzi terms (Page 15), it is clearly indicated there is 10-year warranty of the sofa.

  

  Business response

  09/12/2023

  Hello

  Natuzzi will reach out for additional information and contact the consumer

   

  Mary 

  Customer response

  09/14/2023

   I am rejecting this response because:
  I supplied the documents Natuzzi asked for, but I haven't got any email back regarding the resolution.
  
  

  

  Business response

  09/15/2023

  Hello - 

  After more research the issues are with the headrest mechanism is only has a two years parts warranty and the date of delivery is October 2019 therefor no warranty is still open for the mechanism. He would need to reach out to a local service provider for assistance, we can provide parts at cost . We did inform the consumer of this information twice. 

   

  Thanks

  Mary 

  Customer response

  09/17/2023

   I am rejecting this response because:
  It is NOT parts (the bolts are ok, headress machenism are ok) issue. It is sofa FRAME quality issue and got broken, that's why the bolts cannot be bolted on the frame any more. I used the headrest less than 10 times in the past 4 years, it must be frame quality issue caused all 4 bolts loosing.
  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Natuzzi sofa from a local dealer 7 year ago. The frame has a 10 year warranty. The sofa frame broke, I called the dealer and they put me in touch with the warranty company. The technician came down and determined that there were multiple faulty issues with the Natuzzi frame. He also noticed that when the couch was initially delivered and installed, it was MISSING AN ENTIRE LEG. He came to our home in the beginning of June. He said we should hear back from the warranty company to schedule a repair within 2 weeks. It is now August and the warranty company said Natuzzi still hasn’t done anything. Natuzzi claimed to ship the missing leg and other pieces to our home but has yet to provide any proof of shipping. We paid thousands of dollars for a sofa that has been missing a leg the entire time, and there are also multiple other frame issues- all covered under warranty as confirmed by the warranty tech. My family was unaware of the missing leg, putting us in danger the entire time when we sat on the couch. Natuzzi is not responding to us.

  

  Business response

  08/07/2023

  Hello

  We sincerely apologize for the delay; the parts order was loaded onto a container instead of shipping via air therefore a longer estimated time of arrival. We will call the customer and update them today. Natuzzi will still take care of this siutation fully under warranty. 

   

  Thank you 

  Mary 

  Customer response

  08/07/2023

   I am rejecting this response because:
  
  I’d like to find out if it’s possible for Natuzzi to schedule the warranty covered repair to the frame at the soonest date possible, and then schedule another repair once the legs arrive. I got a call from Natuzzi explaining the legs are on the container which is scheduled to arrive mid September. 
  can Natuzzi authorize a repair for just the frame at this point and then another repair at a later date when the legs arrive?

  

  Business response

  08/07/2023

  Hello

  Yes we can certainly repair while waiting on the legs. I will ask my team member handling this service to arrange that right away. 

  Thanks 

  Mary 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Natuzzi furniture customer service doesn't answer e-mails or telephone. Couch has been non-functional for almost 1 year. Want a response and someone to repair broken headrest motor.

  

  Business response

  04/06/2023

  Hello

  The service is now out of warranty; I have provided an updated the consumer and provided a service provider to contact. It seems the consumer has a new email address as the last email we sent was unanswered. 

   

  Thank you 

  Mary 

  Natuzzi Customer Care 

  Customer response

  04/06/2023

   I am rejecting this response because:
  
  This is NOT the issue. I spoke with Iris at Natuzzi. They sent the wrong part. Tristate came out to repar and because it was wrong they couldn’t. I have been trying to reachvthem for months. They don’t answer the phone and don’t respond to emails. I need to get a headrest motor. I can’t get it unless they give mecthe part number so I can order it.The couch has been broken since July.

  

  Business response

  05/03/2023

  Hello

  I have sent an email communication regarding the part that is needed and previously not ordered. I will follow up directly with the consumer. 

   

  Thank you

  Mary

  Natuzzi Customer Care 

  Customer response

  05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We received our sectional on April 26, 2022. Our first complaint was made on May 11, 2022. The Sectional was replaced due to fabric coloration issues by Natuzzi. The new sectional was finally received on November 18, 2022 , 6 months later. This time the color was fine but the workmanship was terrible and unacceptable for a sectional that cost around $7,700 after a designer discount which is 20%. We called in the complaint right away, the showroom/store asked for pictures which we sent immediately. Natuzzi finally sent someone to our home to look at the Sectional on January 4th. We showed him the problems and that was it... It's now 3 months later and we are still waiting for someone to get back to us. We've called the ***** **** store multiple times and talked to our sales consultant and the store manager. We have been told that they been also trying to contact customer care for us but with no success. It seems no one can get any answers. Anybody can see that this sectional was not made to Natuzzi quality or standards. It's poorly made looks terrible. It needs to be replaced/exchanged for one that resembles the quality of the floor model or give us a full refund for the amount we paid. By the way, this is not the only piece of furniture we have purchased from Natuzzi for this home. The list of additional furniture that we purchased from Natuzzi for our current home is as follows; A large genuine leather powered L-shaped sectional sofa, 2 high end powered recliners with ottomans, 2 high end large upholstered club chairs, one round leather coffee table.... totaling to over $33,000.00. (again after the 20% discount) We hope that we can get Natuzzi's attention trough BBB and resolve this problem under fair business practice.

  

  Business response

  03/11/2023

  Hello

  We have worked with the Italia showroom and are replacing the damaged items for the client - the client has been updated as well. 

   

  Thank you 

  Mary

  Natuzzi Customer Care 

  Customer response

  03/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Leather recliner was ordered in 2021 from ****** Home Furnishings in *** ***** ***, delivered in 07/2022. Chair was delivered faulty, field repair technician sent to fix the issue determined it should be replaced due to a broken frame. Natuzzi will not share technician's report and have yet to offer a reasonable solution. Attaching latest correspondence Date: Fri, Feb 17, 2023 at 12:39?PM Subject: Re: Fwd: FW: Customer Care *********** To: ***************@natuzzi.com I'd like to pursue a return and refund - please send an RMA number and instructions Fri, Feb 17, 2023 at 9:23 AM Natuzzi Customer Care wrote: ******** I personally sincerely apologize no updates or additional service has been provided for you. I have called the service team manager to review why the delay... all service repairs have been approved. Thank you Customer Care ?-- From: HM Received: Mon Feb 13 2023 To: *************** FW: Customer Care *********** Dear Customer Care - can you please advise on if and what is your plan to resolve this??? It is now almost march 2023 - what is a realistic resolution time frame in your opinion? Please be aware I will now be contacting the Better Business Bureau in an attempt to obtain a fair outcome To: Natuzzi Customer Care HI Crystal - neither Furniture and Repairs or the technician or were allowed to share his report, but he said that he would write it up as a replacement. Are you able to share the report and photos that were submitted? From his first visit I was able to see that the recliner has a broken frame and he mentioned in order to attempt a fix would require re-stitcing leather after re-building the frame, neither of which he was comfortable with. I believe the same tech was assigned to the case and when he called to ask if parts were onsite he once again stated that he recommended a full replacement and not a repair. I would like to get this resolved soon, please reach out to the technician for any further details to close on this.

  Customer response

  03/12/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  03/14/2023

  Hello

  We have approved a replacement order for the client and have communicated the approval to both the store and client. The client confirmed via email that was much appreicated. 

   

  Thank you

  Mary

  Natuzzi 

*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. ↩