ComplaintsforNatuzzi Americas, Inc.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Former BBB complaint ******** Previous concerns have not yet been resolved and now additional issues have come up. Chairs and sofa making loud popping sounds when operating the recliner function. I’m actually afraid to operate because then I will be without any working furniture (seating). I have severe back problems and cannot sit upright which is why all pieces were purchased with reclining functions. At this point repair is not an acceptable option. Replacement is also no good because I have zero confidence in Natuzzi products going forward. A one star BBB ratings says it all.

  Customer response

  02/27/2023

  I have not heard from the business in response to my complaint. I have also contacted the retailer and have received no reply. 

  
  

  

  Business response

  03/02/2023

  Hello

  We have serviced the furniture and even approved replacement of furniture for Mr ******* - this communication has been sent to him via email from the service team. The retailer that he purchased from is not involved at this time so I'm not sure why he expects to hear from them but Natuzzi is taking care of the issues under full warranty at this time. 

  Thank you 

  Mary ******** 

  Natuzzi Customer Care Supervisor 

  Customer response

  03/02/2023

   I am rejecting this response because:
  
  The furniture has NOT been fixed part arrived 02/27 an d technician isn’t scheduled until 03/24. So NO WAY repairs have been made and since the original repair complaints were made additional items have surfaced. Replacement of one piece has indeed been authorized but I now have ZERO CONFIDENCE in Natuzzi and consider said replacement moot. At this point I would like a full refund and the furniture picked up from my home. Sitting on the floor will be better than sitting on this inferior Natuzzi furniture. Additionally I have contacted the retailer and was told by them, ****** Home Furniture, and asked for assistance with refund request. They say they have reached out to Natuzzi and are receiving no response. Contact person at ****** is James *************). 
  
  

  

  Business response

  03/11/2023

  Hello

  We have approved a replacement and will make sure the store is aware that they can either refund or replace for the client... 

   

  Thanks 

  Mary 

  Natuzzi Customer Care 

  Customer response

  03/14/2023

   I am rejecting this response because:
  
  The problems have NOT BEEN RESOLVED and now I have additional issues. I have filed yet another claim with Natuzzi. I have zero confidence in their ability to resolve. 

  Customer response

  03/14/2023

  Furniture has not been repaired as stated, appointment is not even scheduled until 03/24/2023. In addition I have filed another warranty claim as new/additional issues have come up. 

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Inferior build quality of product. Furniture purchased in March 2022 and took delivery in July. Three months later, in September, drive motor for recliner fails. Furniture padding collapsing. Chair popping, squeaking, and clicking when seated or operating recliner mechanism. Finally on November 2nd a repair technician was sent to my home. Inspection made and a list of repairs needed was made. As of 12/22 the furniture has not been repaired and after contacting the repair company division I’m told paperwork has not been submitted.

  

  Business response

  01/23/2023

  Hello 

  A replacement chair has been approved for the consumer. He has been updated on this detail as well. 

  Thanks

  Mary

  Natuzzi Customer Care 

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, my wife has sent multiple emails and made several callers to the Natuzzi Cares Department to no avail. We have a leather recliner that has not been working properly since 2020. A service tech was sent on two occasion to try and adjust the mechanical commenters and to replace the plastic pedestal covers the guy broke. Due to COVID the delay in having our chair serviced and fixed with the 5 year warranty did not happen. I sent multiple emails as well prior to my wife’s going back to March of 2020. The chair worth $4700 when purchased June 2016 (rec’d 6mths later in 2017) finally separated from the pedestal some months ago under normal use (only me using it actually). The recliner is now sitting in the corner of or living room as a reminder of how frustrated we are with Natuzzi Cares customer service, which is not an accurate representation of the company! Please help my wife and I get through to the company to negotiate a plan to have a ‘qualified’ service technician come to our house to secure the chair to the swivel pedestal, so we can use it again. The email dialog with Natuzzi Cares with pic is attached. Thank you kindly, Dissatisfied Customer, Ottawa Ontario .

  

  Business response

  06/23/2022

  Hello

  Our customer service team has made contact with the consumer and will take care of the needed repair service. The consumer apologizied for using the BBB but their phone calls and emails had went un-answered; not sure what email or phone number they have but we are taking care of them. 

  Thank you 

  **** ********

  Natuzzi After Sales Customer Care Supervisor 

  Customer response

  06/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I would like to add that the Natuzzi Cares dispute resolution manager was empathic with our situation. Apparently a service technician will be dispatched to our home to remake the chair under warranty despite it expiring during the pandemic. My wife and I appreciate the speedy turnaround with this matter! Warm regards.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Chair that is under warranty. On 11/3/21 I notified the company ( natuzzi) that parts had fallen off it. They said they would send replacement parts and repair. We are now 5 months out. No replacement parts received. No answer from the company.

  

  Business response

  03/29/2022

  Hello

  We received the parts order and have been in touch with the consumer this week to confirm receipt of the order and also working on an appt to install the parts. 

  Thank you

  Natuzzi Customer Care 

  Customer response

  03/29/2022

   I am rejecting this response because:
  
  All I received was an email saying they are looking at their calendar and will get back with me. 
  this is not resolved yet. 

  

  Business response

  04/05/2022

  Hello,

  We have updated the consumer about the delay in parts installation but we are working to schedule an appt. We have updated the consumer about the arrival of parts too. 

  Thank you

  Natuzzi Customer Care 

  Customer response

  04/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. The technician came today 4/12/22 to repair the chair.  Thank you so very much for your help in getting this resolved.  

• Initial Complaint

  03/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I I ordered several pieces of furniture from Natuzzi in 2020. I gave the sales person measurements of my bed to ensure the Natuzzi frame would work for my bed, eight months later Natuzzi delivered the frame which did not fit the bed. The deliver personnel took back the bed frame yet left a huge mess in the hallway, which I was charged a cleansing fee by my condo association. I brought the issue up to the store after which I was forced by Mila, the store manger to replace the amount credited yet she fo fed me to purchase another item. I purchased a chase chair and after several months it was delivered, the company that delivered the chair again left a mess in the hallway, which again I had to pay a cleaning fee, They ripped up the cover and said they would repair it and come back, they came back and the cover is still ripped. I understand the wait times to receive the furniture and I was very patient awaiting 2 years to review the furniture. however, spending over $50,000 on furniture and to have ripped up chairs and be embarrassed by having the building staff clean up the mess left begin is not acceptable. Every time I call Mila she talks about her staff leaving and her budget increase, she does not handle the problem. Please find a solution to this case. Thank you, **** 

  

  Business response

  03/18/2022

  Hello
  The existing mattress of the consumer didn't fit to the bedframe they ordered from the Natuzzi store. The store did work with the consumer and give a credit for the issues. Regarding the chair the tech that was assigned has passed away and in liue of that the store is also replacing that item. 
  
  Thank you
  Natuzzi Customer Care 

  Customer response

  03/20/2022

   I am rejecting this response because:

  The chair which I paid over $6,000 is still torn up. I cannot get a response from Natuzzi to get it fixed. The store did credit the bed frame that did not fit, after awaiting the delivery for 8 months , however, I worked closely with the sales person and provided dimensions of the bed to make sure the frame worked prior to ordering the bed.

  It has been two years of dealing with this company without a feasible solution. Please find a solution to this situation and ripped up chair  

  *** 

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We seek to return and obtain a refund for the defective Natuzzi couch we purchased from *********** **** ***************** **** ********** *********) on 11/13/21 and delivered on 11/23/21. (See also unresolved Complaint Case No. ********). ****** ***** ** *********** has sought to shift all liability for the defective product to the manufacturer, Natuzzi. We have been unable to reach anyone at Natuzzi by phone and *********** provided no contact information for Natuzzi. We are hopeful that the BBB can successfully resolve this dispute with Natuzzi given its A rating whereas *********** remains recalcitrant. Please see attached complaint with additional details. Thank you in advance for any assistance you can provide.

  

  Business response

  02/10/2022

  Hello

  We have communicated with the store of purchase and they have confirmed per the attached items the sales was 'as is' and clearly stated in the store too. The store of purchase has updated their local BBB also but also has extended an offer to assist but the lawyer and consumer denied. This matter is currently between the store and consumer and we do not find Natuzzi to be involved at this time. 

  Thank you

  Natuzzi Customer Care 

  Customer response

  02/15/2022

   I am rejecting this response because:
  
  
  

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered the ******** Sectional on 05/17/2021 from **********************, who were great. I was told of delays in receiving the sofa, and I understand with everything that is going on in the world right now. I received the sofa on 08/28/2021. It arrived very, very tightly wrapped in a cellophane wrap, not like anything I have received from Natuzzi before. The delivery gentleman did not speak English and just dropped off, took a few pics and left. It was obviously damaged/scratched on the sides and crushed across the whole top. The top is severely crushed and is crooked. I emailed from ********************** right away. On 09/14/2021, a repair person came to the house, sent from Natuzzi Cares. He looked the sofa over and said that it was not repairable. I assume he meant the deep scratches on the side, since he took a lot of pictures of them, but I am more concerned about the damage across the whole top. I wrote back to Elaine A**** to tell her that the repair person would not attempt fixing the damage as he said that it is unrepairable. She said that she would review the report and get back to me. On 10/26/2021, Ms. A**** finally contacted me and requested more pics of the side of the sofa, hinting that my husband and I did the damage. I am unsure how two 60+ year old adults could do this damage and told her that we physically cannot pull a large sectional away from the wall to send more pics. She still is not interested in the damage across the top of both pieces. She responded back that she wants to send another repair person out. On 11/15/2021, ANOTHER repair person came out and said that the top of both pieces of furniture have unrepairable damage that was caused by the manufacturer and cannot be repaired. As of today, I have not heard from Ms. A****. This sectional is in terrible condition and no one from Natuzzi will assist me.

  

  Business response

  01/21/2022

  Hello,

  We have received tech report and there is delivery damage. We have updated the retail store and they will handle the the delivery damage at their cost. They are communicating to the consumer today. The manufacture defects are already taken care. We feel this case is now resolved from the manfacture point of view. 

  Thank you 

  Natuzzi 

  Customer response

  01/22/2022

   I am rejecting this response because:
  
  
  I understand the delivery damage, but the entire top of the sofa is crushed and the service person that has been sent out TWICE said that it is not delivery damage and cannot be repaired. Please send someone out again to look at this. This is not scrapes, the sofa is sagging across the top and looks terrible. Please address the above photos.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a custom set of leather furniture - sofa, love seat, and chair - from Natuzzi via a retailer in May, paying around $5500. I paid the full amount up front, though was told I only had to pay half, to make sure the retailer new I was serious and fine with it. Within a few days of receiving the couches - which looked great on arrival and first inspection, I noted that there was puddling where I sat, i.e., the leather was stretching badly, making the couch look already several years old. I also noted that I could leave indentations in the seats and arm rests by applying mild pressure. I complained to the retailer, a warranty claim was set up, a technician came by and took more pictures. It is now supposed to take several weeks for them to review this report. In the meantime, I've heard nothing from Natuzzi and I've also noted that the grain of the leather in several places does not match other adjacent panels and that the stitching on the couch is quite wavy in some places. Additionally, midline stitching in the cushion panels does not line up anywhere. I have yet to receive so much as an apology from anyone. It would be one thing if I'd paid $1500 and was seeing these problems; it's quite another thing altogether at $5500.

  

  Business response

  11/03/2021

  Hello

  We have communicated with the consumer and the store of purchase is allowing a return of the product therefore both Natuzzi and **** ***** consider this closed at this time. 

   

  Thank you 

  Natuzzi Customer Care 

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Natuzzi Revive reclining chair with ottoman for $2,289 from a local authorized Natuzzi furniture dealer in Baton Rouge, LA. When the chair collapsed to one side, I sought help from the dealer. They no longer sell Natuzzi furniture because of too many complaints of poor quality and the company was not being responsive. As advised by the local dealer, I contacted **********************.com in Jan 2020. They sent a technician on April 30, 2020. I contacted **********************.com again 3 weeks later stating the chair was making squeaky noises after the repair. Two months later, **********************.com replied stating they rejected my claim. In Aug 2021, the bottom of the chair came apart suddenly. When I contacted Natuzzicares, they replied 2 weeks later that the chair was now out of warranty. I sent nearly a hundred email messages in the past 3 weeks asking if they could fix the 'failed repair' done in 2020. No replay at all from **********************.com or Natuzzi.

  

  Business response

  10/09/2021

  Hello

  Natuzzi is reviewing the complaint with the service provider (NatuzziCares) to determine the next best course of action. Natuzzi will be in contact directly with the consumer this week with an update. 

   

  Thank you -

  

  Business response

  11/04/2021

  Hello

  The Guardsman Pro Services is the non-warranty side of the Guardsman business and if they informed the consumer they would send someone she needs to follow up with them. The service team that handles warranty issues for Natuzzi didn't commit to sending a tech as I checked with the manager. 

   

  We still can provide the parts at no charge. 

   

  Natuzzi Customer care 

  Customer response

  11/04/2021

   I am rejecting this response because: The message that a technician was hired to inspect the broken Natuzzi chair came from **********************.com which is the business that handles warranty services for Natuzzi Americas.
  
  
  

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a Natuzzi sofa through a vendor and expected high quality based on the price we paid and time it took for it to be 'hand crafted'. The finished quality was terrible: the seat depths on the cushions were not leveled, there are gaps between the sections where you can see into the black fabric, the armrest was deformed, and there are scars on the leather placed on the FRONT of the couch. I get all leather is unique, but it blows my mind that the scarred leather was not used on the back or on the sides, but straight front and center. All parts and pieces of the couch do not fit well together and we filed complaint with warranty. The warranty technician came out and said this is not the normal standards they see, but after months of waiting, we got declined for our request to replace parts. We will definitely not buy another Natuzzi ever and I caution those looking into anything Natuzzi. Their products and services do not live up to the expectations for what they are charging

  

  Business response

  10/11/2021

  Hello

  Natuzzi is sending a technican to review the complaint; based on the photos we don't quite how the sofa is having the issue the customer is reporting. We will work to find a satisfactory solution if possible within the Natuzzi manufacture warranty. 

  Customer response

  10/11/2021

  Better Business Bureau, i will wait for technician to come out and look over the issues i have claimed. 
  

*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. ↩