ComplaintsforNatuzzi Italia

• Initial Complaint

  04/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a sofa in December 31st 2023. After 4 months of transit time from ***** to *********** the sofa finally arrived at the port on April 18th.I'm waiting for a delivery since this date and nothing happens. Please delivery this sofa we paid in full and are eager to use.

  Business response

  04/26/2024

  This customer did not place an order through the Natuzzi Italia showroom in *********  We do not show any quotes or order under the name, email, phone number or address provided.  If the customer has placed an order with us, please have them provide an order number for us to research this and get back to them.  If they placed an order with a different showroom, please have them reach out to that showroom as we are only able to see orders for our showroom.

  Customer response

  04/29/2024

   
  Better Business Bureau:
  
  Hi,
   
  The business has responded and scheduled a delivery.
   
  Please close this complaint. I'm satisfied with the outcome.
   
  Sincerely,
  
  ***************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Furniture purchased 23 July, 2023. Sales Rep repeatedly promised early October delivery with the contract date of 31 October as just a absolute fall back date.We selected standard items from the showroom catalog. The sales rep claimed that there would be no issue with the covers selected as they have their own cows and hides.We needed significant prep time to take delivery. & periodically asked for an update on delivery 31 October, 2023 was the worst case scenario date. Despite those update requests throughout late August, September and into October we got no response with any date or even a status from anyone at the store.Finally, we found a phone number in ***** (it's an Italian based company). After speaking with several persons there followed by a call to ************* here in the ***, we got some updates.They admitted there were delays due to missing parts but no one could or would tell us when we could expect the furniture to get completed, shipped to the *** or when it would be available for delivery.At that point we had enough. They had another few months before we'd see any product. That coupled with lack of communication and several very rude and unprofessional interactions with both the Store Manager, and her District Manager brought us to the reality that we just don't want to do business with these people. We informed them that we were no longer interested in the purchase and wanted a refund. That was many weeks ago and we still have no refund or even an ETA for getting one.Order # ******** dated 23 July, 2023 was for $38,756.05 (Sales Contract attached for further detail)We put a down payment of $19,379.00 We simply want our down payment returned. Originally we also asked for an apology for the rude behavior, but really want nothing more to do with those two Managers or their Sales Rep.They did offer an additional 10% discount but still were & are unwilling to provide any new estimated delivery date.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to report a complaint of deceptive sales practices and poor customer service at your ********************** store in ******** *******.On March 13th we intend to buy a Natuzzi Italia recliner sofa. We spoke to the sales agent, and we expressed our desire to have a sofa with battery operated capabilities because we did not want to have an extension cord in the middle of the living room where the sofa would be placed.After looking at several styles we decided on the **** model (quotation number ******). We had the sales agent come to our home to help in choosing the fabric thus the sales agent was able to see where the sofa would be placed.When the sofa was delivered on August 19th, to our surprise we learned that no batteries were included. We expressed our surprise and dismay to the sales agent and then to the store manager, ***************************, and were told that it must have been due to a misunderstanding on our part regarding the item. We were then informed that batteries were not included in the price of the sofa but more importantly, we were told that, since this sofa had a dual-motor mechanism, the store does not recommend batteries because they are not designed for a dual-motor mechanism sofa. We clearly were not informed of that when we made our selection; otherwise, we would have chosen another model.The store manager offered us a discount on 3 batteries that, as he acknowledged, does not recommend to his clients because of the incompatibility with that sofa model. We felt such an offer was inappropriate.We were very disappointed with the customer service we received and failure to meet the customer preference expectations. We feel that the sales pitch was deceptive and the response by the manger to be inappropriate and dismissive of our complaint. We would not be inclined to give a favorable review or a recommendation regarding doing business with this store.

  Business response

  10/20/2022

  Good morning this matter has been resolved to the satisfaction of the consumer. Natuzzi Italia investigated the compatibility of the battery packs with the sofa purchased by our client ********************, and concluded that they will function normally with his reclining mechanisms. In a gesture of good faith, we have gifted three of these battery packs to ********************. We will deliver and install them at no cost to the client, who seems pleased with this outcome judging by the attached communication detailing this plan of action. Thank you for confirming receipt of this response and advising if the complaint may be erased from Natuzzi Italia's record. 

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