Complaint I wanted to replace & update my 23 year old Natuzzi leather furniture so in May,2013 Leather Interiors delivered a Natuzzi Couch, Loveseat, Chair & ottoman that I "special ordered" and spent thousands of dollars. By August, the leather was showing signs of breaking down. The "high end" leather (for which I paid extra) was stretching beyond normal wear and tear. Sept/Oct/Nov. Leather Interiors sent someone to pick up each piece one by one for repair. The couch is the only piece returned to us with no further problems. The two cushions on the loveseat are of different heights (one crowns high, the other is flat). The leather on the chair cushion and back are so loose it sags and the stitching is crooked. It's so unsightly I keep it camouflaged with a throw. January 2014-to date, ALL contact, with the exception of ONE voicemail, has been initiated by me. I have been to the store several times, sent emails with supporting pictures, and have made numerous phone calls begging them to make this right and to please communicate with me. Apparently, when there is a problem, the owner at Leather Interiors will make one attempt to make it right and after that you're on your own! They have stuck their head in the sand and have ignored EVERY SINGLE ONE of my attempts to resolve this. They have left me no choice but to take this to the next level. I can guarantee the owner (***) would NEVER have furniture in her house that looks like mine. Why she expects that I should is beyond me. I have even invited her over to see it in person but she ignored the invitation and was simply not interested. I am so disappointed and disgusted with Leather Interiors and their total lack of customer service. Thankfully, I have documented everything from day one. Word to the wise...Buyer Beware!
Desired Settlement I expect that Leather Interiors would attempt to repair the flat cushion on the loveseat to match the other. If not possible, then replace the entire loveseat.I expect that the chair be replaced. ****, who picked up the chair originally for repair, told me that nothing more could be done to the back cushion stating that if he "stuffed" it anymore (to fill-in the loose leather)it would NOT sit comfortably.
Business Response I did order our repairman to go over there. I tried to call him (our repairman) but I have not heard from him yet. I will hear from him tonight and I wanted to let you know we will be out.
Consumer Response I responded just yesterday which you can probably view under the claim. I wanted to make sure this is not marked "resolved" as the issue is still ongoing. My delay in responding (which was an error on my part) was due to waiting for the repair man to return from his vacation to see what he had to say. Please let me know what I need to do to keep this "active". I also included a picture which I hope has been received.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Eastern Missouri & SouthernIllinois. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.