Natuzzi Italia

Terrible experience. We purchased a sofa from Natuzzi Westfield in July 2022 and it arrived after approx 3 months, as expected. The Sofa was delivered to us badly damaged. And what I mean by that is that the arm of the sofa was completely cracked and bent inwards. We noticed it upon delivery and immediately told the guys who delivered there and then. They said we had to speak to the shop and they would sort it. We accepted the sofa in good faith and I hoped we have never done it and that we had asked them to take it away straight away. We thought Natuzzi was a serious firm, little did we know what situation we would face. When we spoke to Natuzzi (the one in Westfield, London) the lady we spoke to told us that they would ask their insurers/ firm they deal with, to repair the sofa...We told them we did not want this and that considering the extent of the damage we wanted a new one, and that we didn't mind the wait. They adamantly told us that as a consumer we have no right to claim this and that they have the right by law to fix the product. We couldn't believe our ears. We had just purchased a sofa and we were pushed over into a situation without a chance to have options. As we felt quite let down and upset we communicated our reservations and after a few calls we were told that if we accepted the repair they would provide a discount to make up for the inconvenience. So we decide to go ahead with this option (only option) and started the process - which took several months - as they had to order a piece of leather and arrange the fixers to come and see us first then finally in January came to fix the sofa (another 3 months just for the fixing). The arm of the sofa had to be pieced back literally, literally they glued together the broken piece of wood and recovered it with the foam, then covered it with leather. The fixers did a really good job, it is a broken piece of sofa that has been fixed up though...I was also shocked when I saw the quality of the sofa inside...for some reason I had imagined something quite robust. Anyhow apart from this quality aspect, it was very clear that to cause so much damage blunt force had been applied, so either the sofa was dropped and cracked or something heavy was dropped and it cracked. We went through the entire Christmas period and the 3 months that this took with a broken sofa... We never received the discount. So we had no other option than accepting Natuzzi's condition, paid full price, paid for delivery and insurance, to receive a broken sofa, have the inconvenience of having to sit at home to have it fixed as well. On top of this Natuzzi made a mistake and applied the wrong charges to the finance agreement. We had initially ordered a different type of leather, which we then changed for a slightly cheaper one. Despite the delivery taking several months and us discussing this with them, the financial agreement was never changed and it was pushed through at the original price, they did not bother changing it and asked us to keep and are providing a refund for the difference. Frankly this company appears to have significant issues with their operations and as a consumer this has been an appalling experience. Having received a broken sofa, having received false promises and had to spend so much time and feeling so much disappointment to put up with all their mistakes.
Feb 25th, 2023

Nice products - delivery charge of 175gbp completely bonkers + 3 months wait for a couch - competitors having 50-60% off sales - recipe for failure - avoid
Feb 8th, 2023

Summer, Andy, Anna and the team are the most fantastic Natuzzi embassadors in London. I cannot recall the number of trips made to this store and every time the friendliness and hospitality I received has been nothing short of perfect. Thank you!
Nov 28th, 2022

terrible service, i don't even know whats going on anymore
May 25th, 2022

kept delaying our order, it has an issue and won't fix it in time.
May 22nd, 2022