Natuzzi
Reviews and Complaints

In September 2019. We purchased a suite which is a recliner on both the chair and sofa. Within a few months, we had a problem with the lower part of the recliner on the right-hand side of the sofa. The pad had dropped and it looked like the stuffing had collapsed. The engineer came out and ended up putting a strengthen on the underside of the recliner to keep up the stuffing and recliner. The lower recliner has aging failed and the strengthen the engineer put on to the underside has now come away and the stuffing and recliner part has dropped. also the strengthen keeps getting caught in when trying to operate the recliner. I called the shop in trafford center from where we purchased the suite from. I was told by the ladie whos name I did not get that we had a 5 year cover on the suite and she would start the claim and I was to send over images of the problem. My husband sent over the images to the email address. We received an email back to say that the suite was not under warranty and that there was nothing that they could do for us. My husband emailed back to say that we had spoken to the store the previous day and had been told we had a 5 year warranty on the suite. The reply was that it is up to us to contact the engineers and get the suite repaired. and there is nothing that they can do. We purchased the suite from you for the quality of your furniture. We expected it to last longer than 3 years, as the fault had accrued after only a few months of purchase, Had we known then that we would be treated this way we have we would not have accepted a repaire and would have requested a replacement suite. We feel that as the fault has occurred again, then we should not have to have the repair sorted out by ourselves. We feel very let down by your company.

Ordered a £5500 sofa + Sofa table for £1000 in September 21 with an estimated delivery for late December 21. Due to delivery issues they could not deliver by Christmas but we were told Janruary we should expect delivery, this has then been pushed back to February and in February we were told March, March coming up and we were given April as a delivery date.

As much as those delays were frustrating, what comes next is absolutely shocking, our sofa is being delivered in April and instead of a dark grey sofa as we have ordered, they delivered a BURNT ORANGE sofa.

Now with over 7 months wait time, being fobbed off over 4 months with delays delays and more delays, they have the cheek to deliver a burnt orange sofa. The sale staff Tony that works at the Brent Cross branch is the most incompetent sales person I've met, at the time of the order I had to already correct him because he put down the wrong item code for the table and clearly he messed up the color code too. DO NOT BUY FROM NATUZZI, they sweet talk you when placing the order but are too incompetent and unprofessional to actually deliver the order.

2 years and 2 months ago we ordered our sofa and chair, we received it in April 2020, it was the wrong colour, so contacted them waited for the right colour to arrive in October 2020, 6 months went by and we noticed the sofa starting to sink where we sit, then thought we paid £4600 this should not happen for years, so contacted them, they sent out 2 guys that came in the wrong van so they couldn't fix it, so waited another month for them to come back, they "fixed" them, 2 weeks later they were worse than they were before they were fixed so contacted them again, so some guy comes out first week in November 2021, they will replace all cushions, heard absolutely nothing by beginning of February so go in again get told cushions will be here 10th February fixed with in that week, well surprise surprise we have heard absolutely nothing and it's now March. This company is an absolute joke and customer service and communication is an absolute disgrace

A complete catalogue of disasters from date of original order on 24/04/21 - wrong colour being delivered after cancellation and a colour change for which we forfeited £500 on our deposit for something that we were coerced into by a salesman who butted in on our sale as we were about to sign, finding that the sofa is not fit for purpose as the arms do not click up and stay in place as we were told they would in the store for which we have a leaflet that was in the packaging that shows they do and should do, several weeks waiting for correct colour only to get a mismatched one as factory put wrong labels on the underside, a visit from a salesperson to take photos to prove it was wrong, and then told we wouldn't get the correct one till April - a year from the date of order! 3 days of work lost so far due to deliveries and the visit, refusals for compensation, several flick offs from whoever rings, several emails sent asking for everything in writing which they refuse to do as they don't want you to have any proof of the lies they tell and still no delivery of the correct colour. I have asked several times for a cancellation of the order, removal of the mismatched one from my home and a full refund. I have been laughed at all the way through and the last one who rang actually sneered at me down the phone on my request for a refund with the words "ha ha - that's never gonna happen". I've been told that directors are on holiday and will contact me as soon as they get back which they never do and the manager of the Guildford store was on leave when actally she had left, and the best yet... the material was held up on the boat that got stuck in the suez canal and when it did arrive it was already earmarked for orders - presumably orders taken AFTER mine! And of course they refuse to email me so nothing can be proved. On the phone they don't always give you a chance to get thier name, I've had the phone put down on me and once someone rang who said he was the new store manager but he didn't even know what he was ringing about - just that he had a message to ring me. No-one knows who that was! He said the store was shut all over the Christmas period, but passing by during that time I noticed the store was open so went in and spoke to a store manager Darren who had knly been there a week said no way would they be closed at that time and who had never heard of my ongoing case! I'm still waiting and still heard nothing. Our patience ran out ages ago but you don't get any response or resolution. Thier customer service is non existant, thier attitudes are of boredom and unhelpful, passing the buck to someone different every time. Staff seems to change quicker than I can keep up with and responsibility seems to land nowhere. And I haven't even touched on the fact that one arm has started to form a lump in it. I mean where do I go with that if they can't address any other issues? I will never ever recommend or buy here again and wish I had checked out the reviews you can find online... there are hundreds of really bad ones - just terrible and they just don't seem to care.

Furniture ordered on the 8th August. Still waiting for it.

Originally told ‘Nov/Dec' which gives the expectation ‘hopefully by end November, might slip into December' .

No-one ever calls to give updates always me having to chase. Today (4th January- some 5 months later!) "in a containter somewhere" but they STILL cannot give an estimate as needs to be "unloaded, sent to depot, then delivered" and - per Head Office - "you are not on the list to be contacted'.

So likely February. Yes Six months!

Any mention of compensation? Nope.

If only Natuzzi were a little more honest. If we had been told 6 months we would have gone elsewhere.

I will never shop at Natuzzi again.

I purchased this recliner at Home Goods in Metairie, Louisiana on November 11, 2021. It's an electrical recliner but it didn't come with an electric cord. I would like to get one for this chair. The manager at the retail store has already email natuzzi with this complaint to no avail. If you would like to contact me, my email is
[protected]@yahoo.com

Peeling leather since we own the 2 couches.Called Natuzzi and they said there was nothing they could do.The peeling is worse and many parts are down to bare frabric.Very poor product and warranty.Pictures are available.

Suite was delivered Jan 2021 chose a different fabric to the one in showroom not realizing it would look totally different arms not smooth and look like they have had years of use back and seats starting to sag.
Have been in touch with company who did send someone out to put more stuffing into back and seats which was ok for few weeks but now begining to sag again was told I was not plumping them up enough.Think I should have been told the design I chose would look so different.Already been told as it is not a manufacturing fault they will not be doing anything about it.I just think people should be aware about buying without actually seeing product.

I am writing regarding a sofa order placed in August 2021, we were told that the sofa was already on its way to the UK and will be available in September 2021 and being pregnant I decided to go this this sofa for the short delivery time. I also added an extra piece and prepared for wait till November for that extra piece.

After visiting the store on several occasions, they still could not confirm a delivery as at the end of September. Called customer service who were rude and put the phone down on me on 2 occasions

I have now been told that the factory sent them the incorrect information and the sofa is now due mid November. I have paid a deposit and did based on the sales person confirming and writing the delivery month in the sales invoice.

They have refused to cancel the order though they intentionally lied and deceived us during the sales. I tried to contact the head office in Italy and I have had no response

I have been in contact with Natuzzi for well over a month, concerning repairs on an electric motor wire on a sofa. I have attached a series of email between the manufacturer and myself. In a nutshell the cable that power the leg lfit motor stopped working. I contacted Matter Brother furniture and was referred to a repairman..The repairman found the faulty cable and showed where the wire had been rubbed/pinched by the mechanism that moves the leg rest. This was all done at the factory. This cost me $95 and I'm still waiting for the part to complete the repair. The Natuzzi Warranty states that and mechanical issue that was not readily apparent, but was caused during manufacture is covered for 2 years. I sent Natuzzi photos and several emails were exchanged. Their final decision was the item was out of warranty. The Warranty the sent to me with the original delivery states otherwise.

FW: Re: FW: Help Desk

Customer Care NCA
Attachments
Mon, Sep 13, 3:38 PM
to me

Hi Terry,

Thank you for sending me the ID tag. I'm sorry that I am unable to be of more help but unfortunately, the warranty on labor has expired.

Regards,
Iris Taylor
Natuzzi Customer Care

Iris,

Thanks for responding. I have attached a photo of the label on the sofa and the receipt from the store it was purchased from. The issue is that the power leg lift on the right side of the sofa stopped working. I called the store I purchased the sofa and they referred me to Joe McMahan at: [protected]@leatherprofurniturerepai.com . Joe came out and determined that a wire to the leg lift had been damaged, Joe said the wire must have been damaged by the lift mechanism. Joe is waiting for a replacement wire. I was told it could take several weeks. I had to pay $95 for the service call for damage that was caused by an error in securing the wire to remain safely in place during the movement of the lift mechanism during either manufacture or assembly .
I believe under the Warranty thatnNattuzzi should provide both the wire and the re-imbursement of the service charge.

Thanks for your assistance in this repair.

Terry Price
Ticket number: 211207/2

On Tue, Sep 7, 2021 at 2:56 PM Customer Care NCA wrote:
Hi Terry,

Thank you for reaching out to Natuzzi Customer Care. I am happy to be of assistance. Is it possible for you to send me a copy of the ID tag located on the underside of the furniture piece you are referring to? That tag will tell me what item you have and when it was made. I am attaching a copy of a sample ID tag. If you are unable to furnish a copy of the tag, would you be able to send me a copy of your store receipt? I need to know what your issue is, and when and where it was purchased to be able to give you more information about the warranty.

Looking forward to hearing back from you,

Iris Taylor
Natuzzi Customer Care

The following information was sent to the Customer Assistance area of Natuzzi.com
---------------------------------------

Ticket number: 211207/2
Subject: Service / Claims
First name: Terry
Last name: Price
Address:
Zip code: 34219
City/Town: Parrish
Country: United States
E-mail: [protected]@gmail.com
Telephone:
Comments: I'm trying to find out information on a warranty issue. I sent an earlier message in mid-August. The only reply I have received is from the Help desk:

Natuzzi Help Desk
Thu, Aug 19, 11:02 AM
to Tprice725

We have received your request. Please keep this e-mail together with the following reference number: 211207/1

Can you provide information concerning my issue?

Terry Price

I bought a Natuzzi sofa that was delivered in Feb 2015.
6 years later in the early part of 2021 I noticed that one of the seats was sagging. I called the shop I bought from, Gillies in Aberdeen and they sent a technician. I was charged for his time I think it was £45. He replaced some of the foam and said that I should get a couple years out of it! It does look better and I was happy with the repair but not that a sofa of only 6 years should need it!
While he was with me I asked about the leather as it had started to ball up and shed a little. He said it needed to be re-sealed! Again after only 6 years I felt that this was rediculous! This would be another £85 for one seat. As it is a modular sofa this could add up. Since he visited I have had peeling start on two other seats, so now 3 seats out of 6 affected.
Ofcourse both Gillies and Natuzzi say things like it's wear and tear or something has got "into" the leather. Do you use fake tan? Perhaps Body cream? Was something spilled etctetc.
These kind of contradict each other - is it expected wear and tear? Or is it because of some chemical or body lotion (not in my opinion).
Having first contacted Gillies who were able to provide a chargable repair I then contacted Natuzzi who point blank say as it is outwith waranty they will not do anything. The frame of this sofa has a 10 year waranty and materials etc only 2 years.
I feel that I should have been informed that having to replace the foam and have the sofa re-sealed was to be expected within 6 years OR that this shouldn't have happened, I don't think this is fair. My expectations of this sofa's life span have not been met. Nobody buys a sofa at £4000 and expects it to last only 6 years. Natuzzi trade on their reputation from years ago that sold quality products and gave excellent customer service, sadly this is no longer the same company.

I purchased leather couch paid over $5000 for large sectional.

Started to disintegrate underneath the couch, there is a black type of lining that is used to attach to the bottom of the couch, they have substituted this to save on leather it is sewn to the leather the problem is it is decomposing like ashes it has become like paper ash. see photos terrible quality i can't be the only person that is having this problem looking to find a class action or file a lawsuit.

I purchased a sofa & 2 chairs 4 years ago and one of the springs in the end cushion of the sofa has broken causing it to sink and be uncomfortable.
I only weigh 50 kilos and my husband 76 kilos, we have no young children and therefore believe it should last far longer than this.

I am most disappointed as the rest of the suite is in perfect condition, previous leather suites by yourselves have lasted 15 years and then sold on.

I purchased the suite from Browns of York who are unwilling to help and advised me to contact an upholstery company to repair at my own cost.

Please can you advise on this issue.

We purchased our entire living room with Natuzzi sectional couches and and an electric recliner. We purchased it in late 2017, and it was delivered in 2018-so we have used the set for just over 2 years. We only live here 7 months a year-so it hasn't even had 2 years of use. We have had the technician here once already for the chair-and have had other problems with the electrical connection. We spent almost $15, 000.00 on this set, and now the complete bottom of the recliner chair has come loose from the frame, so when you raise the lower leg section-the leather is apart from the frame and will not tuck under the chair when you put the legs down. We purchased the Premium Protection Plan with the set, and they tell me that our problem is not covered by their plan, as it is a manufacturer defect. We are extremely frustrated. We love the set, but we want this made right

Evelyn Rodriguez
I have had my couch button replaced for the third time. I cannot find a replacement part anywhere. I looked online and could not find any. I reached out to the department store I bought it from. They sent an email and nothing has been responded to in over two weeks. I have had my couch button replaced for the third time. I cannot find a replacement part anywhere. I looked online and could not find any. I reached out to the department store I bought it from. They sent an email and nothing has been responded to in over two weeks. I am trying to find a button for my leather sectional. The recliner button fell off. I contacted my store where I purchased it. They sent an email and have not heard from anyone in two weeks.Is it possible to get one mailed to me?
[protected]@gmail.com

October bought a settee paying a cash deposit and the rest on finance, Salesman promised that it would be delivered before Christmas. Despite phoning and attending the store every couple of days I was fed the same pack of lies from the sales staff who refused to give me my deposit back. Sent a complaint to the Head office in Italy, no response . In January I was told that the reason for the delay was because I chose an obsolete colour.

Customer service with this company is at best, Appalling once they have your money, Be aware you are unlightly to get your furniture within the time scales given.

I WILL NEVER buy a piece of furniture from this Brand ..Ever !

For the un-initiated they are Natuzzi is a set of independent retails who sell Natuzzi products..
Yet again I phone the manager, who promised to phone me back the next day with a delivery timescale ...That was three weeks ago ! Now seeking legal advice.

Natuzzi Leather Sofa -Complaint
I bought a Natuzzi Leather Sofa in August of 2010 from Sofa Mart with a good feeling that I would have at least 10 years of a durable sofa. Much to my surprise, while I was vacuuming between the cushions, I noticed sofa stuffing coming out of the cushion near the back seam. When I put my hand between the seat and back of the cushion, the seam came apart exposing the stuffing (cotton and foam rubber). I noticed and called Ron from the Sofa Mart in Brownsville Texas and told him about the sofa in November 2011. He told me that the 12 month warranty expired in August. This past August, I was in New Hampshire until November when I noticed the sofa coming apart. I had to leave to take care of my sick mother and she passed away. I stayed to take care of her estate. I didn't get the additional warranty because I had faith that my sofa would last at least for 5 years. When I asked if he knew anyone who could repair it he said he didn't know and showed no concern about my sofa that was falling apart. I did find an upholstery and when he came he put his hand the length of the sofa, he discovered that the seam on the other two cushions were falling apart. He had to bring the sofa to his shop and sewed the seam with a very durable material. I could not believe that Natuzzi would not have grade A materials to secure the leather. Well $300.00 later, another surprise when he brought the sofa unassembled and I could see the base of the sofa attached to the wood with staples and perhaps an inch of leather overlap! I got to see how my sofa was cheaply put together. This sofa is the third and last Natuzzi leather sofa that I would buy! Be cognizant of not just the exterior of the sofa but the durability, how and where it is made! Yes it is Natuzzi leather from Italy but manufactured in China! No more Natuzzi for me.

My camel "leather" sofa is ruined. When trying to lightly go over an arm to remove surface dirt, the color lifted right off! Now I have a big whitish area about 6 in. by 9 in. on that arm!... As others had mentioned, I had seen some cracking for the past few years, and had noticed some fabric backing. I suspected that the arms were not real leather, but was willing to live with it. NOW I cannot as the POS thing is terrible looking with no way to fix! This sofa cannot be cleaned! I am going to look for my sales slip and start complaining. Sounds like I am not the first and will definitely not be the last. HORRIBLE QUALITY!

We have owned a Natuzzi sectional sofa for 3.5 years and have had several broken frame components along the front and middle. The first time it broke, within one year of ownership, we had it repaired via the warranty. But recently realized that other parts of the frame have broken and so we removed the black covering underneath. After seeing how the frame was constructed I'm ashamed I didn't seek enough information before we made our purchase. The framing members are made from pine and particle board held together with glue and nails. NO SCREWS OR HARDWOOD are used in the construction of the frame. CHEAP! CHEAP! CHEAP! I'll never buy another one.