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Sears Canada / Natuzzi

Posted:    

broken frame on $2500 leather sofa

Complaint Rating:  94 % with 33 votes
94% 33
4.7
Contact information:
Connecticut
United States
I bought a Natuzzi® 'Catania II' Sofa just over 2 years ago in Toronto, Ontario. To our surprise, one side of the sofa recently fell in (down). To our even greater surprise, when the sofa was turned over to see what damage was done and what could be done to repair it, underneath the backing was not "engineered frames' made from european hardwoods" as Sears advertised but good old fashioned particle board!!! I cannot believe I was told that this sofa had a hardwood frame. Sears Canada is not responsible for the sofa since I moved to the USA. The 10 year warranty on parts is Natuzzi's responsibility as per Sears Customer Service. Unfortunately, Natuzzi says it is Sears responsibility. Now I am stuck with a very expensive broken sofa, and two corporations who could care less.
Complaint comments Comments (10)    Updated: Complaint country United States Complaint category Furniture

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N  16th of Feb, 2009 by    0 Votes
That's because Natuzzi only covers labour for one year. Sears will send someone out to do the repairs but after Natuzzi's warranty on labour is over, cost for that is up to you. The materials are covered by natuzzi. If you live in the states, I can see why they aren't sending someone. Keep after Natuzzi. The problem with anything retail anymore is the manufacturers are skimping and screwing the retailers that carry their name.
N  15th of Sep, 2009 by    0 Votes
I bought an expensive Natuzzi sofa from Sears 2 months ago and the leather is cracking! I have counted over 16 cracks! I'm trying to return it but am getting the runaround. Sears says its Natuzzi's responsibility...
A  16th of Oct, 2009 by    0 Votes
We bought a Natuzzi 'Pompeii II Push Back Recliner' from Sears 2 months ago. We paid $1650.00 for the chair and thought we were buying quality. Both Sears, in their online product description, and their sales person, represented that the frame of the chair was made of kiln dried hardwood/plywood. We recently noticed that the back seemed to be leaning excessively and, upon inspection, found that the frame on each side of the back was completely broken and that it was made from low grade particle board, not kiln dried hardwood or plywood.
We are currently working our way through the Saers slow customer service. We are very disappointed at the attitude of Sears customer service personnel, particularly their attempts to blame Natuzzi for the product description. We bought the product from Sears and relied on their representation. It is their fault, not ours, that it is a misrepresentation.
We have also filed a complaint with Consumer Affairs Canada regarding the false/fraudulent representations.
N  3rd of Dec, 2009 by    0 Votes
You should all know that its been reported today that;
'Cary Benson has resigned as president of Natuzzi Americas, a spokeswoman for the Italy-based upholstery manufacturer confirmed. The company has not announced a replacement. Officials could not immediately be reached for comment.'

http://www.furnituretoday.com/article/395177Cary_Benson_resigns_as_president_of_Natuzzi_Americas.php

How convenient not having ANY Officials available for comment. Couldn't possibly be because Natuzzi have been reported to the SEc, and the US Dept of Justice and the UK's Office of Fair Trading, facing potential fines which could total up to $200m, and extradition and imprisonment for Italian directors? Resigning does not escape from a jail sentence or at least it shouldn't!
A  1st of Feb, 2010 by    0 Votes
I just bought a Natuzzi sofa bed from The Brick in Sudbury July 2009, and wanted to use The bed part in September 2009, I noticed the bed frame was bent, finally after several run-around phone calls the brick picked-up my sofa to repair it.(HaHaHa). Guess what it came back with a busted frame and the dark wood around the bottom is all scratched up. The brick is giving me the run-around again. I paid alot of money for this sofa because I thought Natuzzi was a good name and I loved the sofa. I will never buy from The Brick again nor will I buy Natuzzi. I need to know who to talk to about this. I want my money back and The Brick has other idea's.
A  16th of Mar, 2010 by    0 Votes
We purchaased a love seat and chair also from Natuzzi thru SEARS and we are in the same boat...sears tells us to call their service line and the srevice line calls back telling you theIR IS NO Warranty on the love seat strangely enough NATUZZI PRIDES THEMSELVES ON THE E X C E P T I O N A L 10 WArranty THAt SEARS use as a sales push over WHAT A JOKE

NATUZZI HAS A 10 YEAR very LIMITED WARRANTY with a very UNLIMITED P R I C E

SEARS SALESMAN IS THERE for S A L E ONLY once the Sale is Made you then become anither faceless scored target
for the sales departments MONTHLY QUOTA I waited from NOVEMBER till early spring for the furniture and when it arrived they delivered one piece Burgandy and the other Brown then the wait was on again ...you can not get your money back as its a special order ...needless to say I have to keep my end of the bargin and pay but neither S E A R S or NATUZZI HAVE TO TAKE ANY OWNERSHIP

I WILL NEVER PURCHASE FROM SEARS AGAIN we have 5 young adults in our home all who have professional careers and can easily afford to purchase Leather furniaturem They ALL LOVE LEATHER FURINATURE AND THE FEEL OF THE nATUZZI i will make sure they never purchase N A T U Z Z I AND i WILL MAKE SURE ANY ONE i KNOW OR THAT I SPEAK TO ABOUT FURINATURE KNOWS WHAT OUR EXPERIENCE S WERE

Yes I know i show up on the statistics sheet I will be just a .000000001 % of the consumers out there but I will make my point,
N  23rd of Aug, 2011 by    0 Votes
I purchased a $2000 Natuzzi love seat from Sears. They wanted to deliver it within the week, though I needed to set a slightly later date. When it arrived, the leather was poorly fitted, parched, cheap looking and it looked a bit discoloured. It's cushions were pouchy looking. It was not like the sleek beautiful leather showroom floor model. The bill of sale's return policy said that they wanted their customers to be "completely satisfied" and if for "any reason" the customer was satisfied they could return their purchase for a refund. So I called - and got the run around. They said only the store could do the refund and they had sent the paper work to the store. I called the store and said I'd like to do the return, they reconnected me back to customer service. Customer Service said they sent the paperwork and I was to wait for a call from the store. Three days later I called Customer Service back saying I'd had no call yet, they checked and said the store knew nothing about any return. I went to the store and started from scratch there. Both the store and Customer Service said that I must pay a $400 restocking fee, unless the return is approved by their furniture "doctor" before I can return it. It was not a custom made item. There is not one iota about that on the return policy written on the bill of sale, nor did the sales person tell me of any such thing. The "doctor" would call me in 48 hours, it's been 4 days. When I called them again they said he had called me and left a message. He had not, I told them. They gave me the number he called - not even close to my number. Well, they said, he'd try again in 3-5 business days. I've bought thousands of dollars worth of merchandise from them, and will not buy anything from them again ever, ever, ever. Does anyone know of a class-action suit against them?
N  26th of Jun, 2014 by    0 Votes
I bought the Natuzzi day bed $3000, after 3 months one side started lessening and shaking. I called sears, it took 3 months to check them up and after 4 months a guy came to fix it. What he did was most horrible to me. He put a metal plate on wood and screwed 8 to 10 nails in all directions to fix the arm, instead of changing the broken piecec. I will recommend everyone not to buy anything from sears
N  20th of Aug, 2014 by    0 Votes
We also fell for an expensive Natuzzi sofa (Catania II) through Sears Canada. The leather is cracking and the furniture repair person recommended by Sears has called the leather 'defective' or 'not real leather'. Hmm. Doesn't look like I'm going to get much joy from anyone - after reading these comments I might just save myself the trouble of complaining. We have had almost 5 years, so perhaps that's better than most. So much for buying an expensive, good quality piece to last a lifetime...
N  20th of Jan, 2016 by    0 Votes
I purchased a Natuzzi Sofa Bed from Sears in early March 2012. From the outset, the bed mechanism seemed difficult to open and close. I recently had some guests use the sofa bed. They noted difficulty in closing it. When we tried opening it, it was seriously jammed up. It took 3 of us over half an hour and flipping it several different ways before we were able to open it. Clearly the mechanism is distorted. For the very light use this unit has had since I took delivery this is entirely unacceptable. Natuzzi seems committed to avoid contact with end users. Sears referred me to a third party company which they introduced as Sear's Furniture Medic. That company tells me, site unseen, that the entire mechanism will need to be replaced. Furthermore they will have to order it from Natuzzi and delivery could be anywhere from 2 weeks to 2 months or more. Considering this has been used as a sofa bed only a couple of dozen times, at the most, this seems totally inconsistent with the brand's purported quality assertions.

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