Scan Interiors

We received a defective couch and after repeated phone calls with SCAN nothing has been done to resolve the situation.We ordered a custom Natuzzi Leather Couch on February 8, 2015 for $5,713.78. We were told the couch would come in late June. In late July, we called and was told the couch was still delayed. In late August we called to complain and cancel the couch - we were told the couch was sitting on the warehouse floor. We scheduled delivery and the day before we were told SCAN would not deliver the couch until we paid the final deposit. We thought we would at least be able to inspect the couch first. I spoke to Kim the manager about the lack of communication especially around the delay of our couch and she informed me the lack of communication was my perception of events.We accepted delivery of the couch on September 4,2015. The couch immediately began sinking and the wooden frame can be felt all over the sectional pieces - especially in the armrests. On January 7th, we called Scan to ask for the manufacturer number so we could complain about the quality of the couch. SCAN told us that they would not give us the number and said they would deal with the manufacturer directly. They told us that Natuzzi was a well known high end manufacturer and would definitely try to make this right. SCAN employees came out on January 11th to take pictures of the couch and confirmed it was defective. Weekly calls were made and the manager, Kim, was consistently unavailable and did not return our calls. When I finally reach Kim in February, she told me she had never received the pictures but during my calls, I spoke with the person who came to my house and he told me he had sent them to the manager. I told Kim we expected a new couch and did not want the couch repaired after only 4 months of ownership for the price we paid. She said she would speak to the manufacturer. We never heard back from Kim. On February 19th, my husband and I went to SCAN to ask for a copy of our invoice and the pictures. Kim shared with use that she was completely overwhelmed and agreed she had done a very poor job communicating with us. She still claimed not to have the pictures and went in the back to speak to the employee who took them. While Kim was in the back another employee approached me and shared that she had spoken to me and taken one of my messages and encouraged us to not give up on resolving this issue - that Kim was notorious for not responding and communicating. Kim returned to the front without the pictures but did provide us with the invoice and told us we would have to have the couch assessed by a Natuzzi licensed repair person. She promised to be in better communication with us - this has not happened at all. That natuzzi licensed repair person came to our home on February 22, inspected all pieces of the sectional and informed us that not one part of our sectional was made correctly. It was completely defective and one of the most poorly constructed Natuzzi sectionals he had ever witnessed. He told us he would send a report to SCAN and Natuzzi. After hearing no word from SCAN,on March 4th I called Kim. She claimed to not have the report from the licensed repair person but confirmed that he did send it to Natuzzi. She said she couldn't do anything until she heard back from Natuzzi and would call me this week with an update. We have still not heard back from SCAN about resolving this. $5713.78 is a lot of money to spend on an uncomfortable defective couch that should last years. We would like a new couch and a discount for all the trouble and lack of customer service we have experienced with this store. Couch model number is NAT B504 Sectional Sofa/Leather GR. 15 Total paid is $5713.78. We've spoken to an attorney and if this is not resolved If we are forced to take that route, we will be asking for a new couch, a discount and require SCAN to pay for all the attorney fees involved.Desired SettlementWe are seeking a new couch that is not defective in any way. We are also seeking a discount for all the time and trouble in dealing with SCAN in an attempt to resolve this. The repair person told us our couch could be repaired but we did NOT pay almost $6,000 for a refurbished couch.