“Went to Brent Cross store just to look at what was available, ended up buying a Balance corner suite , Was served by Ricky who was charming and very knowledgeable but not pushy ! Paid the sale price with a few extras chucked in.”
“DO NOT BUY FROM THIS COMPANY, THE WORST CUSTOMER CARE I HAVE EVER EXPERIENCED.
Being influenced by the 4.8 out of 5 Trustpilot rating, we placed an order paying a deposit. The next day I noticed from the indecipherable part codes on the hand written Order Form that the wrong sofa was on it. Natuzzi wanted hundreds more to get what we asked the salesperson to order so I cancelled the order when they refused to refund our deposit. I raised a Section 75 claim against them using our card provider who upheld our case and refunded our deposit.
Don’t let this manipulated TrustPilot rating influence your decision. As part of the pre-sales process, Natuzzi makes a big thing about this rating to instil confidence in prospective clients that they are the right company to place their order with.
What happens is immediately after the order is signed, the salesperson asks, “if you are happy with the service I’ve offered, please post a review while I attend to paperwork”, asking you to scan a Trustpilot QR code on a card. You’ll see the 5 star ratings are very short and are obviously written in store, just after placing the order, when they will of course be happy with the service provided.
The reviews posted in store are not representative of Post Order reviews, if you edit the Trustpilot search to 1 and 2 star reviews, you’ll see “real world” reviews based on customers post sale/delivery experiences which are shocking. Also check Natuzzi’s appalling ratings and customers detailed shocking post sale and poor quality goods at:
Review Centre 1.1 out of 5
Facebook 1.2 out of 5
Reviews.io 1.4 out of 5
Pissedconsumer.com 1.8 out of 5
Product Review 2.2 out of 5
Trustpilot Natuzzi Glasgow 2.4 out of 5
Complaints Board 38 out of 43 complaints unresolved.”
“We paid over $13K for set of sofas and coffee tables. What a nightmare!! From shipping to customer service to the product quality! Unreal for the price we paid. They finally gave us $700 discount to shut us up!! I will NEVER buy anything from them again. The quality is SO poor”
“I just dealt with the rudest sales person ever, its so upsetting I have had to wait several months for our sofa as it has been delayed. When I asked for a solution or to speak to a manager I was denied by Lauren. She said she has no idea when a manager will call me back. Its sad to think that a brand like Natuzzi have outsourced their back office to such a company who do not care and do not have an ounce of customer service. Absolutely disgusting.”
“We cannot comment on delivery as we just made our purchase, however so far the process of buying two sofas at Natuzzi was excellent. We have been looked after by Ali in Brent Cross with professionalism and kindness. She treated us very well and helped us to make our choice without imposing her views but lending us her professional experience.”
“Absolutely shocking service for such high value products. Ordered our sofa back in November, after multiple delays with zero communication it has finally arrived and does not fit in my standard sized doorway! Been told on the phone it is now our issue (despite never been advised on the dimensions it would arrive in prior to purchase) and have been left with no option but to pay them even more money and wait another 4 weeks for a technician to come out and split it down further. Now sitting with a very overpriced sofa in my garage gathering up dust - will never be using again or recommend to anyone.”
“Worst customer service I’ve ever had in my entire life. We cancelled our order 3 months ago and still haven’t received our refund. Contacted many many times but they are just ignoring our emails and telephone calls. Never ever buy from Natuzzi Brent Cross and don’t go through the hell that we are going now …”
“stay away from this branch!! this company is a disgrace...i wish i could give them 0 stars!! I have never dealt with such a horrendous furniture company in all my life. This place should be closed down. No customer service, hugely delayed lead times and rude staff once they get your money, AVOID.”
“Avoid avoid avoid! Terrible experience, took months to get my money back. This company (Designer Sofa distributor of Natuzzi in UK) terms and conditions have been created to protect them. Unfair terms! After sale customer service was non existent, lots of 'not my problem' attitude. Emily at the Watford store was friendly until I paid a deposit. She failed to tell me the deposit was non-refundable and failed to inform me the recliner sofa required an electric power connection which was a problem as my sofa is in the middle of the lounge. I described this to her during initial conversation. I found out about the power connection requirement online after I already put a deposit down. I contacted the store the same day to cancel the order but the store wasn't interested. Emily acused me of buyer's remorse a few days later! How dare she! Took months of emails with customer care, many calls with Which? Legal to seek legal advice. I finally got my deposit back when I sent a letter before court proceedings. I wasn't bluffing, I was going to take them to small claims court. Trading Standards have been informed of my experience.”
“Boycott Natuzzi – Total Con!!!
In short, we were in the process of buying a new house. Rana, a salesperson for Natuzzi, said they could hold sale prices if we put down a deposit for a sofa there and then. He assured us that if the house fell through that we would get a refund by simply showing paperwork.
1) Unfortunately, the house fell through and Rana wasn’t helpful in processing the refund.
2) I spoke to the store manager who half-heartedly took down my information ie, he wrote down my name only and made no other notes or took any other relevant details. When I asked for his name, the response was I don’t like to give my name out. What kind of brand is this? What kind of people are they promoting to management who have no customer service skills?
3) We have heard nothing! There is also no way of contacting the help centre and talking to someone directly.
Shame on you Natuzzi for conning people out of money. You might have been a great once but now I simply urge everyone to walk away from this brand. Take your hard-earned money elsewhere.”
“Awful customer service. Disappointing natuzzi product for the money, poor manufacturing which nobody accepts. Hide Leather who they endorse for repairs etc have the same level of poor customer service and do not accept your opinions or manage complaint effectively. They are certainly not interested in resolving customer issues, staff argue with yiu, manager ignores you an absolute shambles . Big regrets purchasing a natuzzi and going through designer sofas.”
“I purchased a Natuzzi sofa from Designer Sofa Reading but was directed to Brent Cross as Head office. Absolutely awful customer service, not interested in listening or accommodating. Two ladies openly arguing in telephone conversations in order to protect Jamie, who never talks to anyone, the girls made it worse for him and the team. I am amazed Natuzzi endorse them and that they do not accept or recognise faults in manufacturing. They send Hide Leather to file a report his customer service is as bad as theirs and you have to accommodate him as he can only attend on a Thursday. My complaint is excess material on one seat and I'm told its normal..you can see from the photos that it clearly isn't.”
“Awful customer service
I have been calling to get information about the furniture insurance and None ever picks up the phone
If I only read these reviews I would never shopped at Natussi
This company non contactable
They never pick up their phones”
“Furniture ordered on the 8th August. Still waiting for it.
Originally told ‘Nov/Dec’ which gives the expectation ‘hopefully by end November, might slip into December’ .
No-one ever calls to give updates always me having to chase. Today (4th January- some 5 months later!!!) “in a containter somewhere” but they STILL cannot give an estimate as needs to be “unloaded, sent to depot, then delivered” and - per Head Office - “you are not on the list to be contacted’.
So likely February. Yes Six months!!
Any mention of compensation? Nope.
If only Natuzzi were a little more honest. If we had been told 6 months we would have gone elsewhere.
I will never shop at Natuzzi again.”
“I wouldn’t even give 1 star but I had to, to write a review! The worst customer service I’ve ever experienced and worst customer service manager (Jamie) I’ve ever spoken to! I ordered a sofa in beginning of June and still haven’t received it or a date of delivery! I’ve had to call each time to question when my sofa will arrive and each time I’ve been told different a different story. No one ever calls back when they’ve said they will. Please do yourself a favour and don’t purchase anything from this company!”
“If possible I would give zero stars. We have ordered a sofa on Sunday, 30th May from Natuzzi Brent Cross and were verbally told a delivery lead time by the sales assistant as 8-12 weeks but should expect the delivery in 8 weeks if lucky. We didnt get any information until 13th week in September when I called the store only to hear that they were trying their best to deliver ASAP. I asked why is the customer not being informed of the delay? And I was told I am on the list of people to be called and I asked will I be called fir further updates at least and I was promised I will be. It is the 17th week now and I have called the store a few minutes ago and they are saying the delivery will be possibly in another 5 weeks so late Oct/early November. Again on asking why am I not being updated I was told that I am on the list ! I am totally stuck with no sofa ( we had a big family function which went by without the sofa) and no cooperation from the company at all. I would never ever buy anything from Natuzzi as they have no sense of customer service at all and I would ask everyone to be wary of their customer service and delivery promises with no way of cancellation rights available. The receipt says Aug-Sep so if it’s November there should be a way to cancel the order but they have taken the advance of 1100 pounds with no sign of delivery.I was called on the day this review went through demanding balance money, when I requested for compensation for the excessive delay explaining no updates were provided, the manager rudely said we are a phone call away so you should be the one calling!!! Never ever go near this company....”
“Natuzzi Italia have been amazing in the Brent Cross site . The staff are so helpful , including the manager and Ali . I received undivided attention and they gave me a lot of their time .
The f it niture I ordered is stunning and I have since gone back and ordered the foot stall to match. Fabulous store and very friendly too . I love the furniture . We have 2 sofas and so so comfy 👍👍👍”
