Initial Business Response /* (1000, 8, 2015/10/27) */
Natuzzi America received a letter from [redacted] the week of October 19, 2015: At this time she did not make reference to a Revdex.com complaint about Natuzzi itself but with her concerns with the interaction with the technician who had gone out...
to her home and her interactions with the dealer. As a manufacturer we have been partnering with both the Technician who went to the consumers home and [redacted] for resolution and were advised that the consumer refused to allow additional repairs and was demanding a new piece. We do not have any information other than what is provided to us from the technician, dealer, and consumer. I spoke with a representative for the consumer after the letter she sent about the issue with the tech, and some information about the purchase of a [redacted] that did not seem to pertain to us was delivered. As the manufacturer we reserve the right to bring a piece to first quality in the way that benefits all. In this instance it was a repair and once the repairs were complete and we were told the piece meets industry standard we are not obligated to replace the piece completely. As for where our product is made our dealer base is well aware of where product is made and any information given to the consumer by the dealer is not within our scope of control. In addition Natuzzi has in good faith paid for the technician to go out to evaluate the piece and for all repairs the technician deemed necessary to ensure the piece is to industry standard.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by [redacted] that Natuzzi will not repair the recliner as they feel there is nothing wrong with it. I have photos of the recliner showing the misalignment of the reclinerand other items.
Emails from Ms. B[redacted] of Natuzzi states there is nothing wrong even though I have forwarded photos
Final Business Response /* (4000, 24, 2016/01/04) */
Natuzzi America received a letter from [redacted] the week of October 19, 2015: At this time she did not make reference to a Revdex.com complaint about Natuzzi itself but with her concerns with the interaction with the technician who had gone out to her home and her interactions with the dealer. As a manufacturer we have been partnering with both the Technician who went to the consumers home and Matter Brothers for resolution and were advised that the consumer refused to allow additional repairs and was demanding a new piece. We do not have any information other than what is provided to us from the technician, dealer, and consumer. I spoke with a representative for the consumer after the letter she sent about the issue with the tech, and some information about the purchase of a Ford Escape that did not seem to pertain to us was delivered. As the manufacturer we reserve the right to bring a piece to first quality in the way that benefits all. In this instance it was a repair and once the repairs were complete and we were told the piece meets industry standard we are not obligated to replace the piece completely. As for where our product is made our dealer base is well aware of where product is made and any information given to the consumer by the dealer is not within our scope of control. In addition Natuzzi has in good faith paid for the technician to go out to evaluate the piece and for all repairs the technician deemed necessary to ensure the piece is to industry standard.
I am rejecting this response because: Invalid excuse by Natuzzi .[redacted] closing stores meant everything was on clearance. This product wasn't a floor model . It was new in the box . All items sold by [redacted] that were not floor models was sold with manufactures warranty .It is not "as is" , used or sample as claimed. Copy of bill was forwarded for warranty claim before Natuzzi send a tech over. If the reason for rejected claim was the bill , then why schedule a tech to come for an inspection?No letter from tech attached. But the tech clearly advised me that it was a manufacturing defect of stitching and stretching of leather that would require costly removal of sofa to have the whole material redone which Natuzzi is trying to escape from.
I have emailed with Mr. [redacted] and he states that there is another service appointment scheduled for today, 5/31/17 (which was scheduled before I was involved). I will await the results of the visit today. Once I receive feedback from the technician and Mr. [redacted], I will decide how we should...
proceed. Regards, Laurie J[redacted], East Region Operations Manager 5/31/17
Hi,
Ms. [redacted] was rejected for service due to purchasing clearance merchandise. Any items purchased as floor models or clearance are "as-is" and do not come with any warranty. I have attached the email from [redacted] (tech service), the copy of the sales receipt stating that these items were all...
clearance items, and a copy of the Manufacturer's Warranty. It is the responsibility of the Retailer ([redacted]) to inform the consumer at the time of purchase that these types of purchases carry no warranty.
If you cannot open my attachments please let me know. I have had trouble in the past with them being viewable to the Revdex.com.
Regards,
Laurie J[redacted]
Hello,We have carefully reviewed your case and find that your product looks to be in very good shape considering it is 6 years old. This product is certainly out of warranty and at this time we consider these wrinkles under normal wear and not excessive.Thank you
Initial Business Response /* (1000, 7, 2016/08/02) */
From: S[redacted] Jessica (mailto:[redacted]@natuzzi.com)
Sent: Tuesday, August 02, 2016 9:06 AM
To: Revdex.com ; [redacted]
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
Good Day
I have been...
attempting to respond to this complaint online and the website is not allowing me to (see screenshot below). I have personally seen pictures of the issues and they are highly repairable. In addition Natuzzi did not sell her the furniture, [redacted] did and if a refund is to be given it is at their discretion as we are not able to force the retailer to give a refund. We are holding up to our warranty which gives us the right to repair or replace at our discretion. We have offered to send a second technician to repair the issue and the consumer declined.
Initial Business Response /* (1000, 8, 2015/10/27) */
Natuzzi America received a letter from [redacted] the week of October 19, 2015: At this time she did not make reference to a Revdex.com complaint about Natuzzi itself but with her concerns with the interaction with the technician who had gone out...
to her home and her interactions with the dealer. As a manufacturer we have been partnering with both the Technician who went to the consumers home and [redacted] for resolution and were advised that the consumer refused to allow additional repairs and was demanding a new piece. We do not have any information other than what is provided to us from the technician, dealer, and consumer. I spoke with a representative for the consumer after the letter she sent about the issue with the tech, and some information about the purchase of a [redacted] that did not seem to pertain to us was delivered. As the manufacturer we reserve the right to bring a piece to first quality in the way that benefits all. In this instance it was a repair and once the repairs were complete and we were told the piece meets industry standard we are not obligated to replace the piece completely. As for where our product is made our dealer base is well aware of where product is made and any information given to the consumer by the dealer is not within our scope of control. In addition Natuzzi has in good faith paid for the technician to go out to evaluate the piece and for all repairs the technician deemed necessary to ensure the piece is to industry standard.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by [redacted] that Natuzzi will not repair the recliner as they feel there is nothing wrong with it. I have photos of the recliner showing the misalignment of the reclinerand other items.
Emails from Ms. B[redacted] of Natuzzi states there is nothing wrong even though I have forwarded photos
Final Business Response /* (4000, 24, 2016/01/04) */
Natuzzi America received a letter from [redacted] the week of October 19, 2015: At this time she did not make reference to a Revdex.com complaint about Natuzzi itself but with her concerns with the interaction with the technician who had gone out to her home and her interactions with the dealer. As a manufacturer we have been partnering with both the Technician who went to the consumers home and Matter Brothers for resolution and were advised that the consumer refused to allow additional repairs and was demanding a new piece. We do not have any information other than what is provided to us from the technician, dealer, and consumer. I spoke with a representative for the consumer after the letter she sent about the issue with the tech, and some information about the purchase of a Ford Escape that did not seem to pertain to us was delivered. As the manufacturer we reserve the right to bring a piece to first quality in the way that benefits all. In this instance it was a repair and once the repairs were complete and we were told the piece meets industry standard we are not obligated to replace the piece completely. As for where our product is made our dealer base is well aware of where product is made and any information given to the consumer by the dealer is not within our scope of control. In addition Natuzzi has in good faith paid for the technician to go out to evaluate the piece and for all repairs the technician deemed necessary to ensure the piece is to industry standard.
I am rejecting this response because: Invalid excuse by Natuzzi .[redacted] closing stores meant everything was on clearance. This product wasn't a floor model . It was new in the box . All items sold by [redacted] that were not floor models was sold with manufactures warranty .It is not "as is" , used or sample as claimed. Copy of bill was forwarded for warranty claim before Natuzzi send a tech over. If the reason for rejected claim was the bill , then why schedule a tech to come for an inspection?No letter from tech attached. But the tech clearly advised me that it was a manufacturing defect of stitching and stretching of leather that would require costly removal of sofa to have the whole material redone which Natuzzi is trying to escape from.
I have emailed with Mr. [redacted] and he states that there is another service appointment scheduled for today, 5/31/17 (which was scheduled before I was involved). I will await the results of the visit today. Once I receive feedback from the technician and Mr. [redacted], I will decide how we should...
proceed. Regards, Laurie J[redacted], East Region Operations Manager 5/31/17
Hi,
Ms. [redacted] was rejected for service due to purchasing clearance merchandise. Any items purchased as floor models or clearance are "as-is" and do not come with any warranty. I have attached the email from [redacted] (tech service), the copy of the sales receipt stating that these items were all...
clearance items, and a copy of the Manufacturer's Warranty. It is the responsibility of the Retailer ([redacted]) to inform the consumer at the time of purchase that these types of purchases carry no warranty.
If you cannot open my attachments please let me know. I have had trouble in the past with them being viewable to the Revdex.com.
Regards,
Laurie J[redacted]
Hello,We have carefully reviewed your case and find that your product looks to be in very good shape considering it is 6 years old. This product is certainly out of warranty and at this time we consider these wrinkles under normal wear and not excessive.Thank you
Initial Business Response /* (1000, 7, 2016/08/02) */
From: S[redacted] Jessica (mailto:[redacted]@natuzzi.com)
Sent: Tuesday, August 02, 2016 9:06 AM
To: Revdex.com ; [redacted]
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
Good Day
I have been...
attempting to respond to this complaint online and the website is not allowing me to (see screenshot below). I have personally seen pictures of the issues and they are highly repairable. In addition Natuzzi did not sell her the furniture, [redacted] did and if a refund is to be given it is at their discretion as we are not able to force the retailer to give a refund. We are holding up to our warranty which gives us the right to repair or replace at our discretion. We have offered to send a second technician to repair the issue and the consumer declined.