Consumer rights help on brand new sofa.

HampshireH

I'd go in store and refuse to leave until I had a satisfactory outcome.

Store: not our problem call natuzzi

Me: ok please call them now whilst I'm sat here.

This isn't the first time I've heard of this company being difficult and their post purchase customer service reviews are awful. They don't bode well for a swift/positive outcome. Others have had to threaten legal action to resolve 

powerful_Rogue

bikingbarney said:

Still having no joy with this and I'm not sure which way to go now. 

All emails are going unanswered, I visited the store we bought it from and the store manager told me it was with head office and that I would get an answer by Friday. This never happened.

I phoned the head office on Friday morning and asked to speak with the person dealing with it to be told he was out all day and that they would get him to call me. I explained that we just want to get our money back and the sofa collected. 

I received a random phone call from someone claiming to be from Natuzzi regional office on Friday afternoon and he said they could offer a repair or replacement. When I said that I had sent in a letter over a week ago rejecting the sofa and that we wanted our money back he said he didn't know anything about that, promised to call me back and hung up.

Its now been over two weeks since we rejected the sofa and asked for our money back and we are no further forward.

My wife is upset, she thinks Christmas is ruined as we were meant to be hosting her family but now cant as have no where for them to sit.

What was you back up plan had the sofa been collected? Might be worth telling your wife in the nicest possible way not to be so over dramatic.

daveyjp

We had a Natuzzi leather sofa which developed a stain on one of the seat cushions, it was from underside to the surface.   The technician they sent painted it which was OK for a few months, but in a high wear area it was no surprise the paint rubbed off.

After a second complaint a whole new cushion was made and fitted and it was fine for many many years, so rejection may be what you want, but a replacement cushion may be a better option if you need somewhere to sit.

mattyprice4004

I have to echo the comments above regards to Christmas - while it’s annoying, it’s not enough to ‘ruin Christmas’. 

Christmas is about people, not having a fancy sofa. Use the sofa you have, then put out a couple of dining chairs for people to sit on. 

Not being able to host because of a missing sofa is just silly. 

photome

While I agree its very poor service and should have been resolved by now, xmas shouldnt be ruined, if you dont have a sofa at all you could borrow chairs, use garden chairs , get family to bring their own chairs etc etc

Aylesbury_Duck

Isn't hosting more people than you have space for part of the fun of Christmas?  I've spent many Christmases having dinner in a garden chair, and sleeping on a blow-up mattress in a dining room.  None of those were ruined for me, or my grandparents who hosted us.

bikingbarney

Panic over in the hosting front. We are now going to theirs. 

Ok, so what next with the sofa. Store saying head office issue. Head office not answering or returning calls or email 

is it time to get the credit card involved ?

JetpackVelociraptor

It's not unreasonable to get your card company involved at this point, but whatever happens now probably isn't going to happen until the new year anyway. Have Natuzzi said what was in the report, or are they just dodging your calls? There's no guarantee that what the technician said to you in person matches what they wrote into the report - it's not the technicians job to argue with you so in my experience they frequently say whatever they think the customer wants to hear and then produce a report stating the opposite.

In the event that the report states it's not faulty, the next step is to get your own report done by a different company. If that comes back as faulty then Natuzzi/the store will owe you the cost of your suite plus the cost of the report - usually about £90 if I remember correctly.

born_again

Even if you go via card company. You are going to need a report for S75. Get cost back if they agree to payout. But that will not be quick.

bikingbarney

Hi all, further update:

Had an email from a place called "designersofas.com" which is apparently head office:

Dear Mr Hetherington,

Your details and concerns have been passed to me as per our company’s escalation protocol.

I am surprised that we have considered the furniture in need of replacement. The pictures clearly show the furniture is acting within the manufacturers specification and is well within industry tolerance. 

As an offer has already been made to replace the furniture, as a gesture of goodwill and on a without prejudice basis, I will continue to allow this to take place.

Should you wish to reselect to another model that would better meet your expectation, I would take this into consideration.

Should either of these options not be acceptable I will close this matter as a refund is out of the question.

Please come back to me if you wish to visit the showroom and I will ask you to be met by a regional manager who can assist you further.

Your Sincerely,

 

Designer Sofas

Tilling Road

Brent Cross

Now I'm not sure which way to go now. I have the following points:

• This company is not mentioned on any of the paperwork I have. The only place mentioned is Natuzzi Wednesbury which is the shop we bought from
• I've not seen any of the supposed manufacturer tolerances he mentions and nor where they mentioned to me at point of sale.
• If the sofa is within tolerance then why are they offering to replace it?
• We had an engineer visit at their request and he told us it wasn't good enough quality and the material was too baggy

This is the showroom model which is supposedly over 18 months old. you can all the cushions still look tight with no baggy material. More importantly you can see the clear separation at the middle of the two seat cushions.



This is what arrived with us: How can they say that this is right??