Initial Business Response /* (1000, 8, 2015/10/22) */
*** *** and *** *** contacted Natuzzi Americas via phone on 09/29/regarding an issue they were experiencing with their sectionalIn accordance with Natuzzi's after sales procedures, a warranty claim review was conducted so that
the validity of the warranty claim could be reviewed
The consumers stated that the footrest of one of the reclining sections of their piece had broken and the motor of that section was non-functioning
For the warranty claim review the consumers were asked to provide a description of the issue, their current address, photos of the damage, a copy of their sales receipt, and a photo of their sectional's ID tagThe provided information was then reviewed by the after sales coordinator for Natuzzi consumers
The warranty claim was denied, because the consumers had moved the furniture from the original delivery addressThe Natuzzi warranty states that, "if the the original Purchaser transfers this warranty to other parties or moves from the original delivery address," that the warranty will be considered void
For the warranty claim review, the consumers provided XXXXX *** *** *** ** Largo, FL XXXXX as their current addressThe address printed on the receipt from the purchase of the sectional in question lists XXX *** *** *** StPete, FL XXXXX as the original delivery address
The Natuzzi warranty also states that claims on, "furniture previously repaired by service centres not endorsed by Natuzzi S.p.A.," are excludedThe consumer stated in an email that,"The footrest wood broke in half and I had to reinforce it with two metal brackets and screws." The consumera are not Natuzzi authorized repair technicians so the repairs they made to the piece have made their claim invalid with Natuzzi
The consumers claim for assistance with the non-functioning motor can also be denied, because the warranty covering this issue has expiredThe Natuzzi warranty covers parts and electrical components for a period of two years after a piece is purchasedThe Natuzzi warranty only covers issues deemed by an authorized technician to be a manufacturer's defectThe motor on the consumer's piece is no longer covered under this two year warranty as the piece was purchased on 12/11/
Natuzzi will be happy to provide copies of the warranty as well as copies of the emails with the consumers
Initial Consumer Rebuttal /* (3000, 11, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Come on Natuzzi! You are putting lipstick on a pig by charging us customers for top grain leather and constructing it with inferior padding and wood structureI will not accept you to hide behind the excuse that because professional movers relocated our sectional you will no longer stand behind your product
If anything, I will remain as an unresolved complaint and totally dissatisfied customer with the intention of communicating your weak support of a product that has major flaws to all of your potental customers who are savvy enough to research a company before deciding upon a purchaseI will not go away until you fix our sectionalBUYER BEWARE!
The true quality of an organization is not whether you have problems or notEvery organization has problemsThe true quality representation of a company is HOW you respond to these problemsThink about that Natuzzi before making a decision on my problem
My suggestion: Do the right thing and fix our sectional
Final Business Response /* (4000, 37, 2015/11/20) */
At Natuzzi we understand that life happens and that sometimes there can be issues and we stand behind our product, with that being said the ***'s voided their warranty in a way that we cannot overlookWhen the initial issues happened to the piece instead of reaching out to the place of purchase or Natuzzi to complete service or replace the piece the ***'s took matters into their own hands and purchased materials and altered our piece without giving us the option of sending a Natuzzi certified technician out to the homeBecause of this I cannot say if they cause further damage, that the piece was repaired to specifications, or that their repair kept the structural integrity of the piece intactBecause of this the warranty is voided and we will not reconsider our position on the matter
Final Consumer Response /* (4200, 44, 2015/12/15) */
Complaint closed? I don't think soGive me the added days to respond through the holidays like you did Natuzzi
My response to Natuzzi is:
You continue to neglect the fact you are manufacturing and distributing an inferior productYour customers are TRYING to provide you meaningful feedbackYou continue to ignore their cries for help! Can you call yourself a responsible and responsive businessI think not
I know I am communicating with a staff employee that, if I was President of this division of Natuzzi, would have you relieved of your duties immediatelyBut I must suppose that you are acting under orders to ignore all customer input and deny any request for furniture repair
I say you MUST start responding to this feedbackAs to my situationI completely reject your "attempt to simply sweep this under the rug until I go away" attitude and demand the following:
A letter of apology for the demeaning treatment I have received
For you to reimburse *** *** for the repair of my sofaThey were gracious enough to, after understanding what I was going through with you, reinforce the substandard padding with quality padding and secure the padding with more reliable strapping
You should be ashamed of yourself as a company to have so many outstanding and unresolved complaints out thereYou should not be be allowed to distribute your trash in the USAIt is a privilege to do business here not a right of passageI will continue to direct my activities to this end until you cease your fraudulent behavior
Hello, We have placed on order the replacement legs for this customer's piecesThe legs will ship from our overseas factory, so they may take as long as weeks to arrive to the customerIn addition, I have requested that our warranty company schedule a visit to attempt repair of the leatherWe would like the customer to know that, although we are attempting to repair the leather, we cannot guarantee the repair, depending on the extent of the issuesBut as a good will gesture, we would like to attempt to accommodate the consumer in this way.Thank you,Daniel C***Sales Operations ManagerNatuzzi Americas
Per my discussion with the Revdex.com I will contact the tech to approve warranty servicesPer Italy HQ, a floor model is a clearance item, but we understand that it does not translate clearly in English
Regards,
LJ
I am rejecting this response because: The manufacturer does not address / correct all the issues we have with their product However, we partially accept the new sofa leg set that is offered by the manufacturer and they can ship them to our address they have on file As far as the leather stain rubbing off issue is concerned, the warranty department is in a position to send out technicians/experts who can stain and touch up the leather sofa/chair set in the trouble areas This service is available through independent contractors that they are already aware of or work with If this is not acceptable, we can independently schedule an appointment with one of these leather stain service technicians and Natuzzi can pay for the stain touch up service As far as the cushions wearing out prematurely is concerned, they can send out a technician to replace the existing foam or add more high density foam to correct the problem If they can't provide any of these services, they can issue a full refund at their option
Hello, I have reached out to our service partners who were assigned to contact the consumer, and they have assured me that Mr*** will be contacted via email within hours.Thank you,Daniel C***
Initial Business Response /* (1000, 6, 2015/11/17) */
We have already approved a replacement and are completing research to identify the piece so that we can order a new piece
Initial Consumer Rebuttal /* (3000, 9, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from
the business.)
A replacement of the couch would be greatHowever,no one from Natuzzi has contacted me to confirm or attempt to schedule anythingWhen I called the customer service number I had been speaking with they had no update to their records suggesting a replacement was approved and were unwilling to helpIf someone contacts me to set up delivery I will be happy to accept the response
Final Business Response /* (4000, 17, 2016/01/04) */
We have already approved a replacement and are working on getting a new piece for them
Final Consumer Response /* (2000, 19, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sofa has been replacedWe are satisfied with the response
I am rejecting this response because:
I have received the company's email and responded immediately upon receipt on Jan at 4:PM MST. It has been a week and I still have not received any response at all. Please see the attached PDF for my response. Natuzzi did not even read my initial request and understand the situation. It is terrible business etiquette to fraud the helpless consumers and their disgusting acts should be published
response because:Thanks for forwarding Natuzzi's silly response. They continue to demonstrate disregard for me and other consumers duped by their supposedly proud and strong brand. Just review hundreds of consumer complaints like mine on the Internet. They all reference shoddy products and company responses regarding the Amalfi Products. I certainly DO NOT accept the response from Natuzzi. Mary A[redacted] at [redacted]@natuzzi.com has been very dismissive. She promised to send me proof of when I purchased the sofa and love seat from [redacted], but she has never done so. I told her I do not have records of purchase, but she said she discovered them. I am not really certain that these products are "six years old." I want proof, please. Regardless of her claims of warranty, the company should stand behind its products. Or, they are worthless suppliers. Warranties are simply arbitrary defenses for companies that do not care. As to claiming that the defects and wrinkles are "normal wear and not excessive," you will agree based on the pictures enclosed that the products, which are very expensive, are of poor quality and they are embarrassing. They hardly get use, as this is a spare room. I would like reasonable satisfaction from this once great company, please. Thanks for all of your help. By the way, I inadvertently jumped to your unsubscribe screen. I do not wish to unsubscribe my email as I will continue to pursue this matter. [redacted] [redacted] (w). [redacted] (h).
Initial Business Response /* (1000, 12, 2016/02/12) */
I authorized repairs and the technician is scheduled to complete the repairs 2/15/16 at 10:00am
Initial Consumer Rebuttal /* (3000, 14, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The...
repairman came and went and in a matter of two days the couch had begun to sag again. When the repairman was here and had the couch apart it was clear to see that the couch was made with mdf or particle board and constructed with inferior craftsmanship. The only fair and complete resolution at this point is a full refund.
Final Business Response /* (4000, 18, 2016/03/10) */
Replacement piece was authorized 2/29/2016 and the consumer has already been notified.
Initial Business Response /* (1000, 9, 2015/10/26) */
We at Natuzzi have no record of any previous claims for the piece the consumer referencing in their complaint. The out of business retailer did not file a warranty claim for the piece in question and the piece is currently out of Natuzzi's...
warranty period. We apologize for any inconvenience you may be having but we are unable to refund any funds paid to a now out of business retail location that was not part of the Natuzzi family of businesses.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On several occasions small claims courts have ruled that consumer product warranties are not legally binding when a product does not provide a reasonable period of use taking in consideration the price paid for the product.
To avoid registering a small claims court complaint against Natuzzi,we ask that Natuzzi to reconsider and take responsibilty for their product that does not meet the normal quality expectancy of a $3,000 sofa.
Final Business Response /* (4000, 13, 2015/10/28) */
Natuzzi is in the process of reaching out to the consumer to send a technician to the home to inspect and make necessary repairs.
Hello, This customer's claim was denied because the warranty period was past. We offer a two-year warranty on parts. In addition, one of their complaints (peeling/fading of leather) is excluded from the terms of our manufacturer's warranty, details of which are easily accessible from our...
website: http://www.natuzzieditions.us/warranty.htm. This exclusion is the reason the initial claim was denied. As a courtesy, we would be happy to provide a new set of legs to the consumer, since a broken center support legs is one of the issues. However, because the leather covering on the consumer's furniture is discontinued and no longer available, we are unable to assist with replacement parts in that respect. Sincerely,Daniel C[redacted] | Sales Operations ManagerNatuzzi Americas | [redacted]High Point, NC 27260 Office: [redacted] | [redacted]@natuzzi.com
Initial Business Response /* (1000, 12, 2016/05/13) */
The warranty states ery clearly that leather cracking and peeling is not covered by the warranty. In addition this piece would have had a one year warranty and it is our understanding that the warranty expired before the complaint was made to...
Our sincere apologies to the consumer. It appeared to us that he was requesting coverage under warranty. I have clarified this with the organization ([redacted]) that handles our repair services, and they have assured me that someone will reach out to Mr. [redacted] to assist him with moving forward. Again we apologize for the misunderstanding. Thank you,Daniel C[redacted]Sales Operations Manager | Natuzzi Americas
The technician company ([redacted]) performed the service call on 5/31/17. On 6/1/17, I was told that parts were ordered and that the consumer had been notified (see below in blue).
Good afternoon,
We left a message and send consumer an email advising of the part. The foam has been ordered in [redacted]
Initial Business Response /* (1000, 12, 2016/05/13) */
We will reach out to the consumer to conduct a new warranty claim review as the person who previously conducted the review is no longer with the company.
Hello, We are sorry for the difficulty in reaching us. If the customer has had their furniture less than 12 months, they should contact the retailer from whom they purchased it. If it has been longer than 12 months, they can contact our warranty group at [redacted]@valspar.com. In the...
meantime, I will contact our warranty group on the customer's behalf and have them contact the customer. Thank you,Daniel C[redacted]
Ms [redacted],I want to first apologize on behalf of [redacted] and Natuzzi for not resolving your claim in a more timely manner. I have reviewed this claim personally and it is not "normal" wear and tear, especially after having it for such a short period of item. I will be reaching out to you...
personally to discuss with you how we can provide you a credit that will be satisfactory to you. I can also be reached directly at [redacted], or [redacted]@natuzzi.comThank you Leslie W[redacted]
Initial Business Response /* (4000, 11, 2016/09/21) */
The repair was denied because the warranty is very clear that the warranty would be void if "repairs made by technicians not authorized by the manufacturer" and this consumer attempted to repair the frame on their own thus negating our...
warranty.
Initial Consumer Rebuttal /* (4200, 13, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Manufacturers claim that we attempted to repair the couch is untrue. All we did was place a support underneath the broken frame so that couch does not collapse completely to the ground. This was done because the manufacturer did not respond promptly to our request for service in a timely fashion. It took 4 months from when we initially contacted them and requested service until they sent a technician down to inspect the couch. This is just an attempt by the manufacturer to get out of honoring their warranty. Both couches were defective in the identical place- the frame. They were purchased at the same time and used in the same fashion. Please visit [redacted] to view similar complaints about Natuzzi's refusal to honor their warranty.
Final Business Response /* (4000, 16, 2016/09/23) */
The below is an excerpt of an e-mail from a tech company stating very clearly that the attempted fix by the consumer further damaged the piece. ANY work done to Natuzzi pieces that is not done by a Natuzzi authorized technician voids the warranty as it compromises the structural integrity of the piece and can cause further damage.
Sent: Tuesday, April 19, 2016 8:32 PM
Subject: RE: [redacted]
We wanted to confirm this because the customer tried repairing this himself. The repair caused the lower frame rail on front board to snap because all the weight from the RF seat now was pushing down on it and broke it.
Final Consumer Response /* (3000, 20, 2016/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Natuzzi Corp. is incorrect. The actual frame of the couch collapsed prompting the request for service under warranty. Two identical couches were purchased at the same time and the frame on BOTH of them collapsed in the same exact spot. There was a 4 month delay in getting a service technician to come and examine the couch and by that time the frame had collapsed almost to the floor. At that point some support was necessary to prevent the couch from actually breaking in half. Natuzzi is lying about the situation so that they can claim that the damage happened because of us placing a support to prevent further damage. However, they are not addressing the fact that the frame collapsed 4 months prior!! We expect Natuzzi to repair this couch at no charge to us as it was defective and obviously made of shoddy materials.
Initial Business Response /* (1000, 8, 2015/10/22) */
*** *** and *** *** contacted Natuzzi Americas via phone on 09/29/regarding an issue they were experiencing with their sectionalIn accordance with Natuzzi's after sales procedures, a warranty claim review was conducted so that
the validity of the warranty claim could be reviewed
The consumers stated that the footrest of one of the reclining sections of their piece had broken and the motor of that section was non-functioning
For the warranty claim review the consumers were asked to provide a description of the issue, their current address, photos of the damage, a copy of their sales receipt, and a photo of their sectional's ID tagThe provided information was then reviewed by the after sales coordinator for Natuzzi consumers
The warranty claim was denied, because the consumers had moved the furniture from the original delivery addressThe Natuzzi warranty states that, "if the the original Purchaser transfers this warranty to other parties or moves from the original delivery address," that the warranty will be considered void
For the warranty claim review, the consumers provided XXXXX *** *** *** ** Largo, FL XXXXX as their current addressThe address printed on the receipt from the purchase of the sectional in question lists XXX *** *** *** StPete, FL XXXXX as the original delivery address
The Natuzzi warranty also states that claims on, "furniture previously repaired by service centres not endorsed by Natuzzi S.p.A.," are excludedThe consumer stated in an email that,"The footrest wood broke in half and I had to reinforce it with two metal brackets and screws." The consumera are not Natuzzi authorized repair technicians so the repairs they made to the piece have made their claim invalid with Natuzzi
The consumers claim for assistance with the non-functioning motor can also be denied, because the warranty covering this issue has expiredThe Natuzzi warranty covers parts and electrical components for a period of two years after a piece is purchasedThe Natuzzi warranty only covers issues deemed by an authorized technician to be a manufacturer's defectThe motor on the consumer's piece is no longer covered under this two year warranty as the piece was purchased on 12/11/
Natuzzi will be happy to provide copies of the warranty as well as copies of the emails with the consumers
Initial Consumer Rebuttal /* (3000, 11, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Come on Natuzzi! You are putting lipstick on a pig by charging us customers for top grain leather and constructing it with inferior padding and wood structureI will not accept you to hide behind the excuse that because professional movers relocated our sectional you will no longer stand behind your product
If anything, I will remain as an unresolved complaint and totally dissatisfied customer with the intention of communicating your weak support of a product that has major flaws to all of your potental customers who are savvy enough to research a company before deciding upon a purchaseI will not go away until you fix our sectionalBUYER BEWARE!
The true quality of an organization is not whether you have problems or notEvery organization has problemsThe true quality representation of a company is HOW you respond to these problemsThink about that Natuzzi before making a decision on my problem
My suggestion: Do the right thing and fix our sectional
Final Business Response /* (4000, 37, 2015/11/20) */
At Natuzzi we understand that life happens and that sometimes there can be issues and we stand behind our product, with that being said the ***'s voided their warranty in a way that we cannot overlookWhen the initial issues happened to the piece instead of reaching out to the place of purchase or Natuzzi to complete service or replace the piece the ***'s took matters into their own hands and purchased materials and altered our piece without giving us the option of sending a Natuzzi certified technician out to the homeBecause of this I cannot say if they cause further damage, that the piece was repaired to specifications, or that their repair kept the structural integrity of the piece intactBecause of this the warranty is voided and we will not reconsider our position on the matter
Final Consumer Response /* (4200, 44, 2015/12/15) */
Complaint closed? I don't think soGive me the added days to respond through the holidays like you did Natuzzi
My response to Natuzzi is:
You continue to neglect the fact you are manufacturing and distributing an inferior productYour customers are TRYING to provide you meaningful feedbackYou continue to ignore their cries for help! Can you call yourself a responsible and responsive businessI think not
I know I am communicating with a staff employee that, if I was President of this division of Natuzzi, would have you relieved of your duties immediatelyBut I must suppose that you are acting under orders to ignore all customer input and deny any request for furniture repair
I say you MUST start responding to this feedbackAs to my situationI completely reject your "attempt to simply sweep this under the rug until I go away" attitude and demand the following:
A letter of apology for the demeaning treatment I have received
For you to reimburse *** *** for the repair of my sofaThey were gracious enough to, after understanding what I was going through with you, reinforce the substandard padding with quality padding and secure the padding with more reliable strapping
You should be ashamed of yourself as a company to have so many outstanding and unresolved complaints out thereYou should not be be allowed to distribute your trash in the USAIt is a privilege to do business here not a right of passageI will continue to direct my activities to this end until you cease your fraudulent behavior
Hello, We have placed on order the replacement legs for this customer's piecesThe legs will ship from our overseas factory, so they may take as long as weeks to arrive to the customerIn addition, I have requested that our warranty company schedule a visit to attempt repair of the leatherWe would like the customer to know that, although we are attempting to repair the leather, we cannot guarantee the repair, depending on the extent of the issuesBut as a good will gesture, we would like to attempt to accommodate the consumer in this way.Thank you,Daniel C***Sales Operations ManagerNatuzzi Americas
Per my discussion with the Revdex.com I will contact the tech to approve warranty servicesPer Italy HQ, a floor model is a clearance item, but we understand that it does not translate clearly in English
Regards,
LJ
I am rejecting this response because: The manufacturer does not address / correct all the issues we have with their product However, we partially accept the new sofa leg set that is offered by the manufacturer and they can ship them to our address they have on file As far as the leather stain rubbing off issue is concerned, the warranty department is in a position to send out technicians/experts who can stain and touch up the leather sofa/chair set in the trouble areas This service is available through independent contractors that they are already aware of or work with If this is not acceptable, we can independently schedule an appointment with one of these leather stain service technicians and Natuzzi can pay for the stain touch up service As far as the cushions wearing out prematurely is concerned, they can send out a technician to replace the existing foam or add more high density foam to correct the problem If they can't provide any of these services, they can issue a full refund at their option
Hello, I have reached out to our service partners who were assigned to contact the consumer, and they have assured me that Mr*** will be contacted via email within hours.Thank you,Daniel C***
Initial Business Response /* (1000, 6, 2015/11/17) */
We have already approved a replacement and are completing research to identify the piece so that we can order a new piece
Initial Consumer Rebuttal /* (3000, 9, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from
the business.)
A replacement of the couch would be greatHowever,no one from Natuzzi has contacted me to confirm or attempt to schedule anythingWhen I called the customer service number I had been speaking with they had no update to their records suggesting a replacement was approved and were unwilling to helpIf someone contacts me to set up delivery I will be happy to accept the response
Final Business Response /* (4000, 17, 2016/01/04) */
We have already approved a replacement and are working on getting a new piece for them
Final Consumer Response /* (2000, 19, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sofa has been replacedWe are satisfied with the response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it
I am rejecting this response because:
I have received the company's email and responded immediately upon receipt on Jan at 4:PM MST. It has been a week and I still have not received any response at all. Please see the attached PDF for my response. Natuzzi did not even read my initial request and understand the situation. It is terrible business etiquette to fraud the helpless consumers and their disgusting acts should be published
I am rejecting this response because:
The business has again failed to contact me as promised.
I am rejecting this...
response because:Thanks for forwarding Natuzzi's silly response. They continue to demonstrate disregard for me and other consumers duped by their supposedly proud and strong brand. Just review hundreds of consumer complaints like mine on the Internet. They all reference shoddy products and company responses regarding the Amalfi Products. I certainly DO NOT accept the response from Natuzzi. Mary A[redacted] at [redacted]@natuzzi.com has been very dismissive. She promised to send me proof of when I purchased the sofa and love seat from [redacted], but she has never done so. I told her I do not have records of purchase, but she said she discovered them. I am not really certain that these products are "six years old." I want proof, please. Regardless of her claims of warranty, the company should stand behind its products. Or, they are worthless suppliers. Warranties are simply arbitrary defenses for companies that do not care. As to claiming that the defects and wrinkles are "normal wear and not excessive," you will agree based on the pictures enclosed that the products, which are very expensive, are of poor quality and they are embarrassing. They hardly get use, as this is a spare room. I would like reasonable satisfaction from this once great company, please. Thanks for all of your help. By the way, I inadvertently jumped to your unsubscribe screen. I do not wish to unsubscribe my email as I will continue to pursue this matter. [redacted] [redacted] (w). [redacted] (h).
Initial Business Response /* (1000, 12, 2016/02/12) */
I authorized repairs and the technician is scheduled to complete the repairs 2/15/16 at 10:00am
Initial Consumer Rebuttal /* (3000, 14, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The...
repairman came and went and in a matter of two days the couch had begun to sag again. When the repairman was here and had the couch apart it was clear to see that the couch was made with mdf or particle board and constructed with inferior craftsmanship. The only fair and complete resolution at this point is a full refund.
Final Business Response /* (4000, 18, 2016/03/10) */
Replacement piece was authorized 2/29/2016 and the consumer has already been notified.
Initial Business Response /* (1000, 9, 2015/10/26) */
We at Natuzzi have no record of any previous claims for the piece the consumer referencing in their complaint. The out of business retailer did not file a warranty claim for the piece in question and the piece is currently out of Natuzzi's...
warranty period. We apologize for any inconvenience you may be having but we are unable to refund any funds paid to a now out of business retail location that was not part of the Natuzzi family of businesses.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On several occasions small claims courts have ruled that consumer product warranties are not legally binding when a product does not provide a reasonable period of use taking in consideration the price paid for the product.
To avoid registering a small claims court complaint against Natuzzi,we ask that Natuzzi to reconsider and take responsibilty for their product that does not meet the normal quality expectancy of a $3,000 sofa.
Final Business Response /* (4000, 13, 2015/10/28) */
Natuzzi is in the process of reaching out to the consumer to send a technician to the home to inspect and make necessary repairs.
Hello, This customer's claim was denied because the warranty period was past. We offer a two-year warranty on parts. In addition, one of their complaints (peeling/fading of leather) is excluded from the terms of our manufacturer's warranty, details of which are easily accessible from our...
website: http://www.natuzzieditions.us/warranty.htm. This exclusion is the reason the initial claim was denied. As a courtesy, we would be happy to provide a new set of legs to the consumer, since a broken center support legs is one of the issues. However, because the leather covering on the consumer's furniture is discontinued and no longer available, we are unable to assist with replacement parts in that respect. Sincerely,Daniel C[redacted] | Sales Operations ManagerNatuzzi Americas | [redacted]High Point, NC 27260 Office: [redacted] | [redacted]@natuzzi.com
Initial Business Response /* (1000, 12, 2016/05/13) */
The warranty states ery clearly that leather cracking and peeling is not covered by the warranty. In addition this piece would have had a one year warranty and it is our understanding that the warranty expired before the complaint was made to...
even the dealer.
Our sincere apologies to the consumer. It appeared to us that he was requesting coverage under warranty. I have clarified this with the organization ([redacted]) that handles our repair services, and they have assured me that someone will reach out to Mr. [redacted] to assist him with moving forward. Again we apologize for the misunderstanding. Thank you,Daniel C[redacted]Sales Operations Manager | Natuzzi Americas
The technician company ([redacted]) performed the service call on 5/31/17. On 6/1/17, I was told that parts were ordered and that the consumer had been notified (see below in blue).
Good afternoon,
We left a message and send consumer an email advising of the part. The foam has been ordered in [redacted]
[redacted]
Regards,
Laurie J[redacted]
Initial Business Response /* (1000, 12, 2016/05/13) */
We will reach out to the consumer to conduct a new warranty claim review as the person who previously conducted the review is no longer with the company.
Hello, We are sorry for the difficulty in reaching us. If the customer has had their furniture less than 12 months, they should contact the retailer from whom they purchased it. If it has been longer than 12 months, they can contact our warranty group at [redacted]@valspar.com. In the...
meantime, I will contact our warranty group on the customer's behalf and have them contact the customer. Thank you,Daniel C[redacted]
Ms [redacted],I want to first apologize on behalf of [redacted] and Natuzzi for not resolving your claim in a more timely manner. I have reviewed this claim personally and it is not "normal" wear and tear, especially after having it for such a short period of item. I will be reaching out to you...
personally to discuss with you how we can provide you a credit that will be satisfactory to you. I can also be reached directly at [redacted], or [redacted]@natuzzi.comThank you Leslie W[redacted]
Initial Business Response /* (4000, 11, 2016/09/21) */
The repair was denied because the warranty is very clear that the warranty would be void if "repairs made by technicians not authorized by the manufacturer" and this consumer attempted to repair the frame on their own thus negating our...
warranty.
Initial Consumer Rebuttal /* (4200, 13, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Manufacturers claim that we attempted to repair the couch is untrue. All we did was place a support underneath the broken frame so that couch does not collapse completely to the ground. This was done because the manufacturer did not respond promptly to our request for service in a timely fashion. It took 4 months from when we initially contacted them and requested service until they sent a technician down to inspect the couch. This is just an attempt by the manufacturer to get out of honoring their warranty. Both couches were defective in the identical place- the frame. They were purchased at the same time and used in the same fashion. Please visit [redacted] to view similar complaints about Natuzzi's refusal to honor their warranty.
Final Business Response /* (4000, 16, 2016/09/23) */
The below is an excerpt of an e-mail from a tech company stating very clearly that the attempted fix by the consumer further damaged the piece. ANY work done to Natuzzi pieces that is not done by a Natuzzi authorized technician voids the warranty as it compromises the structural integrity of the piece and can cause further damage.
Sent: Tuesday, April 19, 2016 8:32 PM
Subject: RE: [redacted]
We wanted to confirm this because the customer tried repairing this himself. The repair caused the lower frame rail on front board to snap because all the weight from the RF seat now was pushing down on it and broke it.
Final Consumer Response /* (3000, 20, 2016/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Natuzzi Corp. is incorrect. The actual frame of the couch collapsed prompting the request for service under warranty. Two identical couches were purchased at the same time and the frame on BOTH of them collapsed in the same exact spot. There was a 4 month delay in getting a service technician to come and examine the couch and by that time the frame had collapsed almost to the floor. At that point some support was necessary to prevent the couch from actually breaking in half. Natuzzi is lying about the situation so that they can claim that the damage happened because of us placing a support to prevent further damage. However, they are not addressing the fact that the frame collapsed 4 months prior!! We expect Natuzzi to repair this couch at no charge to us as it was defective and obviously made of shoddy materials.