Natuzzi Americas / High Point, NC

Natuzzi Americas / High Point, NC

Business Reply - October 21, 2005 - From: Email User

Complaint Against Natuzzi Americas Inc.

In reference to the complaint filed on January 31, 2005 against Natuzzi Americas warranty coverage, we are in disagreement with the statements made by the consumer. The evidence in our hands states that the furniture was purchased on August 27, 1999 as reported on the consumer's receipt from Leather Emporium. We have been informed via mail the request of service through a letter dated December 30, 2004. Our warranty is five years from the date of purchase. Therefore, the time we received the communication from the consumer the warranty had already expired. We have been doing business in the United States for over 20 years and we have been at the address the consumer sent his letter and the same phone number for more than 8 years. So, we are not sure why the consumer states has been unable to reach us.

Regards,

Christy Stewart

After Sales Supervisor

February 7, 2005:

This is the content of the complaint I filed with the Better Business Bureau in High Point, NC.

A recent update is at the bottom.

Filed on : January 31 2005 Filed against :

Natuzzi Americas, Inc.

130 W. Commerce Ave.

High Point NC 27260

Email User Complaint Description:

In 1999 we purchased two Natuzzi leather sofas through the Leather Emporium (an authorized dealer) in Wilmington, NC. Beginning in July of 2004, we began to seek warranty service on both sofas because of broken frame pieces. A local (Maryland) repair shop indicated that we needed authorization from Natuzzi to cover the warranty repair. We began calling Natuzzi Americas High Point headquarters for assistance. We would call 2-3 times per day, 2-3 days per week, as our schedule permitted. No one answered the phone. We left numerous voicemail messages. NOT A SINGLE MESSAGE HAS EVER BEEN RETURNED. After over a month of trying, someone answered the phone, and told us the sofas were not under warranty. THIS WAS NOT TRUE. We called the retailer in Wilmington who confirmed the sofas had (at least) a five-year warranty on the frame.

We spent another month calling Natuzzi, again 2-3 times per day, 2-3 days per week, as our schedule permitted. We left numerous voicemail messages. NOT SINGLE MESSAGE HAS EVER BEEN RETURNED. Again, after over a month of trying, someone answered their phone, we explained again about the sofas and the warranty, including the purchase date. This person told us that the soafas were no longer within the five year warranty because the warranty began with the manufacturing date in Italy. This of course is UTTER NONSENSE. We demanded to speak to a supervisor. We obtained a name and number of someone in the customer service area. Once again, we began calling, as above. Once again, we left numerous messages.

Once again, NOT A SINGLE PHONE MESSAGE HAS EVER BEEN RETURNED. Finally, in mid-December, the customer service person answered the phone. We explained all over again about the sofas. We were given instructions to take pictures of the damage and to send them to Natuzzi. We sent the pictures, via certified mail, on December 28th. To date, we have received no response at all. We began calling again on January 10th, same pattern as above. Left numerous messages. TO DATE, NO MESSAGES HAVE BEEN RETURNED. On or about January 20th we finally reached someone in customer service, who claimed to know nothing about the pictures. We obtained the name and phone numbers of the customer service manager and the after-market service manager. We called and left messages throughout the week, and today. Once again, NOT A SINGLE MESSAGE HAS BEEN RETURNED. It is beyond our understanding how a company of this size could still be in business with this complete lack of customer service. Our Desired Resolution:

We want our sofas repaired. At this point, at NO COST to us. We do not know if the original warranty may have had a deductible or not. We have been so abused by this company, that asking us to pay even one penny towards the repair would be reprehensible. Considering what we found when we took photos of the frame construction, we believe the sofas had a manufacturing defect. Recent Update:

On Thursday, February 3rd, I spoke with Christie Miller of Natuzzi Consumer Relations. (She did NOT call me. I called her.) She claims that Natuzzi does not have to repair these sofas because the warranty expired in October 2004. She completely dismissed the fact that we have called numerous times, beginning in July 2004, at least three months before the warranty expired.

Natuzzi sells their sofas through many, many furniture retailers in the US. They sell their lower end models through some moderate national chains, and higher end models through Bloomingdales and Domain. No matter where you buy a Natuzzi sofa, if you have a problem the store won't help you unless it's within the first 30-90 days. After that, you are referred to Natuzzi Americas. Good Luck! They don't answer their phone, they don't return calls, and they don't support their warranty.

Click this link to e-mail the above consumer: Email User Consumer

Comment On This

I have repeatedly called Natuzzi and have repeatedly been greeted by a warm, friendly and sexy woman. As a suggestion, it might be good to call during normal working hours (9-5).

In addition, I have spoken to many people who have had service from Natuzzi; they have stated that Natuzzi often times responded promptly to their serive needs.

Anger has a way of distorting reality; get over your anger and enjoy life.