Initial Business Response / [redacted] (1000, 9, 2015/10/26) */ We at Natuzzi have no record of any previous claims for the piece the consumer referencing in their complaintThe 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 periodWe 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 / [redacted] (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 quality expectancy of a $3,sofa Final Business Response / [redacted] (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
Initial Business Response / [redacted] (1000, 5, 2014/03/28) */ Contact Name and Title: [redacted] Hello, We sent a tech out and everything was fixed or noted up to standards except for the footrest flap in which service has been approvedNatuzzi is very transparent in regards to our production whether it is in Romania, Italy, or China Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are avoiding fixing the chair by claiming it is up to their standardsThey neglect to tell consumers how low their standards areThey did send a technician to fix a flap, but he was unable to because the leather was cut crookedThey continue to refuse to stand by their productIssues with the chair include the seat back cushion being askew, bulges and dents in the chair where there is no foam paddingThey should not be allowed to get away with cheating unsuspecting consumers like this Final Business Response / [redacted] (4000, 10, 2014/04/09) */ At the current moment, the store, [redacted] has sent another repair company to inspect the consumers productNatuzzi is awaiting to receive a copy of that inspection reportNatuzzi initially denied all claims on the first inspection report however they did approve correction of the footrest flapAll other complaints were found to be up to standard
Initial Business Response / [redacted] (1000, 5, 2014/05/06) */ Hello, The warranty on the wooden frame is ten yearsFurniture Medic who handles all manufacturer warranty issues should be able to fix this back to standardsWe ask that [redacted] kindly allow this to be repaired as we have no concern that a repair will not hold Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This sofa has a frame of pressed wood and chunks actually fall outThe company doing the repairs are excellent but the only way to repair this coach is to replace the entire frame with woodI understand that I am stuck with this but would like to warn customers about dealing with this company and searsLittle wonder Canadians are turning to US companies
Initial Business Response / [redacted] (1000, 10, 2015/01/21) */ [redacted] is currently working with Natuzzi to resolve this issue [redacted] has sent a repair company to inspect and the information from that report is being by Natuzzi to determine the best course of actionA decision will be made this week in which [redacted] will be able to update the consumer Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] sent a repairer to my houseThis person doesn't speak EnglishHe has a translator with himHe also gave me a business card but there wasn't an address on the card, just a telephone number and name of the businessAfter the inspection, he told me that Natuzzi had installed two different cushion types on these sofasA softer cushion on one half and a harder one on the other halfThis issue happened to both sofasHe needs to take these sofas to his shop to replace the cushionI wonder how can this happen at Natuzzi Manufacture? How could the installer get a wrong cushion to install into the sofa at the first placeI noticed this issue when I first got this set of sofasI am not happy with a solution where Natuzzi sent an amateur preparer to open up a leather sofas to put in a new cushion, a non-Natuzzi cushion, then sew it backI paid premium price for the Italian made product and ended up with worst than a refurbished productThese couches are defected from the manufacture and I prefer Natuzzi to take these couches back and ship me new couchesI reported this issue after these couches (many phone call to [redacted] and it is almost a year after I received these couches and nothing much have been done to resolve this issue Final Business Response / [redacted] (4000, 14, 2015/01/26) */ An agreement between Natuzzi and [redacted] has been reached to donate the furniture [redacted] will contact the consumer regarding the pick up date and reorder Final Consumer Response / [redacted] (2000, 16, 2015/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree with the resolution that Natuzzi agreed to replace these defective couchesCurrently, I am waiting for [redacted] to reach out to meI don't want [redacted] to pick up these defected couches before I am receiving new couches since it takes to months to receive a new set and I need these couches during the waiting period
Initial Business Response / [redacted] (1000, 5, 2014/06/30) */ Hello, Has [redacted] attempted to obtain the legs through the retailer as this is the way in which all dealers workHowever we can look into this however we will need the ID numbers from the bottom of each pieceFinally it may be possible that the legs are in the sofa (under the zippered dust cover Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Thank you for your response,I appreciate it, I looked at the bottom of both sofas but there is just one label ID NBR XXXXXXXXXXXXXXXX/ There is no Zipper I contacted retailer but they say there are no extra legs in the store and they advised me to contact you Regards [redacted] Final Business Response / [redacted] (4000, 9, 2014/07/03) */ Hello, An order has been placed for the legs to ship to the consumerThis is very strange for the retailer to not assist a consumerIt's possible that they should be going through the corporate officeRegardless we will take care of this and ship the legsThe legs are on back-order so it will be a couple weeks before they ship Business Response / [redacted] (4000, 17, 2014/10/07) */ We have contacted Sears to get more information and understand why they are not providing support for an item that is under warranty but they don't seem to have any information in their system with the address or phone number providedPlease have [redacted] provide a copy of the bill of sale so we can further investigate and try to help resolve the issue Consumer Response / [redacted] (3000, 20, 2014/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I bought two sets of loveseat sofa.when you sit on one of them you plung into it specially in middle but the other seems rigid enough I need the problem solved.I have gone to sears where I bought them they say I should contact you guys The missing leg problem is solved.But seat problem is not solved The label information listed below (IDNBR XXXXXXXXXXXXXXXX/- BXXXXXXXX MODB594Loveseat CT20S XXXXXXXXXX XXXXXXXXXXXXX Stock No;XXXXXXXXXXXXX If you provide me email will send receit as well Receit infomation is XXXXXXXXXXXXXXXXXXX Date of purchase is 6/7/ looking forwards to hearing from you My regards Business Response / [redacted] (4000, 22, 2014/10/16) */ Please send a copy of your receipt to [redacted] @ [redacted] .com Business Response / [redacted] (4000, 25, 2014/10/18) */ Thank you for providing your receiptThese items were purchased at an outlet store at a significant discount and are sold and without a warrantyIf you would like to have them repaired then we can put you in touch with a qualified repair vendor who can advise you on the best course of actionAny and all charges will be at your cost Consumer Response / [redacted] (3000, 28, 2014/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not sold the discount is because of sears card bonus.Even when I returned the store last week they confirmed there is one year purchase gaurantee Regards [redacted] Business Response / [redacted] (4000, 30, 2014/10/23) */ We have been in contact with Sears and they have confirmed that the items you have purchased are from an outlet location and are in fact sold as-is, that is why they are deeply discountedIn fact you were given a further discount as the items were sold without legs, which have already been supplied to you free of charge If you would like further assistance with your purchase you can contact the sales manager at the Sears Brampton Outlet store where you purchased your goods from, her name is Ruth Rondan and she can be reached at (XXX) XXX-XXXX
Initial Business Response / [redacted] (1000, 8, 2015/10/22) */ [redacted] and [redacted] 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 [redacted] Largo, FL XXXXX as their current addressThe address printed on the receipt from the purchase of the sectional in question lists XXX [redacted] 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 / [redacted] (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 / [redacted] (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 [redacted] '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 [redacted] '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 / [redacted] (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 [redacted] 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
Initial Business Response / [redacted] (1000, 12, 2016/05/13) */ The warranty states ery clearly that leather cracking and peeling is not covered by the warrantyIn 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
Initial Business Response / [redacted] (1000, 5, 2014/04/04) */ I was able to access the information to take care of these issuesAn order for the replacement cable will be shipped from High Point, NC on Monday and the order for the replacement legs bag will ship from Italy to High Point and then on to [redacted] The legs bag will take approximately daysWe sincerely apologize for the lack of responseWe are doing everything possible to rectify this and take care of the consumer
Initial Business Response / [redacted] (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 / [redacted] (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 great. However,no one from Natuzzi has contacted me to confirm or attempt to schedule anything. When 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 help. If someone contacts me to set up delivery I will be happy to accept the response. Final Business Response / [redacted] (4000, 17, 2016/01/04) */ We have already approved a replacement and are working on getting a new piece for them. Final Consumer Response / [redacted] (2000, 19, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sofa has been replaced. We are satisfied with the response.
Initial Business Response / [redacted] (1000, 9, 2015/10/26) */ We at Natuzzi have no record of any previous claims for the piece the consumer referencing in their complaintThe 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 periodWe 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 / [redacted] (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 quality expectancy of a $3,sofa Final Business Response / [redacted] (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
Initial Business Response / [redacted] (1000, 5, 2014/03/28) */ Contact Name and Title: [redacted] Hello, We sent a tech out and everything was fixed or noted up to standards except for the footrest flap in which service has been approvedNatuzzi is very transparent in regards to our production whether it is in Romania, Italy, or China Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are avoiding fixing the chair by claiming it is up to their standardsThey neglect to tell consumers how low their standards areThey did send a technician to fix a flap, but he was unable to because the leather was cut crookedThey continue to refuse to stand by their productIssues with the chair include the seat back cushion being askew, bulges and dents in the chair where there is no foam paddingThey should not be allowed to get away with cheating unsuspecting consumers like this Final Business Response / [redacted] (4000, 10, 2014/04/09) */ At the current moment, the store, [redacted] has sent another repair company to inspect the consumers productNatuzzi is awaiting to receive a copy of that inspection reportNatuzzi initially denied all claims on the first inspection report however they did approve correction of the footrest flapAll other complaints were found to be up to standard
Initial Business Response / [redacted] (1000, 5, 2014/05/06) */ Hello, The warranty on the wooden frame is ten yearsFurniture Medic who handles all manufacturer warranty issues should be able to fix this back to standardsWe ask that [redacted] kindly allow this to be repaired as we have no concern that a repair will not hold Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This sofa has a frame of pressed wood and chunks actually fall outThe company doing the repairs are excellent but the only way to repair this coach is to replace the entire frame with woodI understand that I am stuck with this but would like to warn customers about dealing with this company and searsLittle wonder Canadians are turning to US companies
Initial Business Response / [redacted] (1000, 10, 2015/01/21) */ [redacted] is currently working with Natuzzi to resolve this issue [redacted] has sent a repair company to inspect and the information from that report is being by Natuzzi to determine the best course of actionA decision will be made this week in which [redacted] will be able to update the consumer Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] sent a repairer to my houseThis person doesn't speak EnglishHe has a translator with himHe also gave me a business card but there wasn't an address on the card, just a telephone number and name of the businessAfter the inspection, he told me that Natuzzi had installed two different cushion types on these sofasA softer cushion on one half and a harder one on the other halfThis issue happened to both sofasHe needs to take these sofas to his shop to replace the cushionI wonder how can this happen at Natuzzi Manufacture? How could the installer get a wrong cushion to install into the sofa at the first placeI noticed this issue when I first got this set of sofasI am not happy with a solution where Natuzzi sent an amateur preparer to open up a leather sofas to put in a new cushion, a non-Natuzzi cushion, then sew it backI paid premium price for the Italian made product and ended up with worst than a refurbished productThese couches are defected from the manufacture and I prefer Natuzzi to take these couches back and ship me new couchesI reported this issue after these couches (many phone call to [redacted] and it is almost a year after I received these couches and nothing much have been done to resolve this issue Final Business Response / [redacted] (4000, 14, 2015/01/26) */ An agreement between Natuzzi and [redacted] has been reached to donate the furniture [redacted] will contact the consumer regarding the pick up date and reorder Final Consumer Response / [redacted] (2000, 16, 2015/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree with the resolution that Natuzzi agreed to replace these defective couchesCurrently, I am waiting for [redacted] to reach out to meI don't want [redacted] to pick up these defected couches before I am receiving new couches since it takes to months to receive a new set and I need these couches during the waiting period
Initial Business Response / [redacted] (1000, 5, 2014/06/30) */ Hello, Has [redacted] attempted to obtain the legs through the retailer as this is the way in which all dealers workHowever we can look into this however we will need the ID numbers from the bottom of each pieceFinally it may be possible that the legs are in the sofa (under the zippered dust cover Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Thank you for your response,I appreciate it, I looked at the bottom of both sofas but there is just one label ID NBR XXXXXXXXXXXXXXXX/ There is no Zipper I contacted retailer but they say there are no extra legs in the store and they advised me to contact you Regards [redacted] Final Business Response / [redacted] (4000, 9, 2014/07/03) */ Hello, An order has been placed for the legs to ship to the consumerThis is very strange for the retailer to not assist a consumerIt's possible that they should be going through the corporate officeRegardless we will take care of this and ship the legsThe legs are on back-order so it will be a couple weeks before they ship Business Response / [redacted] (4000, 17, 2014/10/07) */ We have contacted Sears to get more information and understand why they are not providing support for an item that is under warranty but they don't seem to have any information in their system with the address or phone number providedPlease have [redacted] provide a copy of the bill of sale so we can further investigate and try to help resolve the issue Consumer Response / [redacted] (3000, 20, 2014/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I bought two sets of loveseat sofa.when you sit on one of them you plung into it specially in middle but the other seems rigid enough I need the problem solved.I have gone to sears where I bought them they say I should contact you guys The missing leg problem is solved.But seat problem is not solved The label information listed below (IDNBR XXXXXXXXXXXXXXXX/- BXXXXXXXX MODB594Loveseat CT20S XXXXXXXXXX XXXXXXXXXXXXX Stock No;XXXXXXXXXXXXX If you provide me email will send receit as well Receit infomation is XXXXXXXXXXXXXXXXXXX Date of purchase is 6/7/ looking forwards to hearing from you My regards Business Response / [redacted] (4000, 22, 2014/10/16) */ Please send a copy of your receipt to [redacted] @ [redacted] .com Business Response / [redacted] (4000, 25, 2014/10/18) */ Thank you for providing your receiptThese items were purchased at an outlet store at a significant discount and are sold and without a warrantyIf you would like to have them repaired then we can put you in touch with a qualified repair vendor who can advise you on the best course of actionAny and all charges will be at your cost Consumer Response / [redacted] (3000, 28, 2014/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not sold the discount is because of sears card bonus.Even when I returned the store last week they confirmed there is one year purchase gaurantee Regards [redacted] Business Response / [redacted] (4000, 30, 2014/10/23) */ We have been in contact with Sears and they have confirmed that the items you have purchased are from an outlet location and are in fact sold as-is, that is why they are deeply discountedIn fact you were given a further discount as the items were sold without legs, which have already been supplied to you free of charge If you would like further assistance with your purchase you can contact the sales manager at the Sears Brampton Outlet store where you purchased your goods from, her name is Ruth Rondan and she can be reached at (XXX) XXX-XXXX
Initial Business Response / [redacted] (1000, 8, 2015/10/22) */ [redacted] and [redacted] 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 [redacted] Largo, FL XXXXX as their current addressThe address printed on the receipt from the purchase of the sectional in question lists XXX [redacted] 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 / [redacted] (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 / [redacted] (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 [redacted] '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 [redacted] '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 / [redacted] (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 [redacted] 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
Initial Business Response / [redacted] (1000, 12, 2016/05/13) */ The warranty states ery clearly that leather cracking and peeling is not covered by the warrantyIn 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
Initial Business Response / [redacted] (1000, 5, 2014/04/04) */ I was able to access the information to take care of these issuesAn order for the replacement cable will be shipped from High Point, NC on Monday and the order for the replacement legs bag will ship from Italy to High Point and then on to [redacted] The legs bag will take approximately daysWe sincerely apologize for the lack of responseWe are doing everything possible to rectify this and take care of the consumer
Initial Business Response / [redacted] (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 / [redacted] (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 great. However,no one from Natuzzi has contacted me to confirm or attempt to schedule anything. When 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 help. If someone contacts me to set up delivery I will be happy to accept the response. Final Business Response / [redacted] (4000, 17, 2016/01/04) */ We have already approved a replacement and are working on getting a new piece for them. Final Consumer Response / [redacted] (2000, 19, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sofa has been replaced. We are satisfied with the response.