Natuzzi

Refreshing to do business with Natuzzi Italia, Alexandria. We have purchased three items from them and I cannot fault any aspect from sales to delivery. Knowledge of leathers, styles and colours was professional throughout and the dedicated delivery driver showed the utmost care, respect and precision in negotiating the gate, entry and stairs,… Read more

unpacking, setting up and cleaning up. The estimated delivery - which was some months away, being manufactured and shipped from Italy was within days of ETA. We were informed throughout the process so I would not hesitate to recommend Natuzzi Italia, our furniture was worth waiting for, notably quality, stitching, well worth the price and the wait. Deborah.

I recently visited the Natuzzi Editions Auburn store and had a fantastic experience. Nico provided exceptional service from start to finish — he was knowledgeable, patient, and genuinely attentive to what I was looking for. He took the time to explain all the options clearly without any pressure, which made the whole process smooth and… Read more

stress-free.

It’s rare to come across such professional and friendly customer service. Highly recommend visiting this store and asking for Nico if you’re looking for quality furniture and a great shopping experience!

Also worth mentioning — my previous experience at the end of last year with Anthony was just as good, which really speaks to the consistently high level of service at this store.

Mario (Newstead Store) assisted me with the choice of sofa that was perfect for my lounge. As this was an insurance claim he was very helpful in discussing the claim with the insurer which made settling my claim so much easier. He was attentive and… Read more

an excellent sales person - listened, gave good advice and was helpful with my delivery needs. Thank you Mario.

A huge thank you to Anthony and Nico for your outstanding customer service. You were the first salespeople who genuinely listened to what I needed and offered thoughtful, personalized advice. Your authenticity and the care you showed made all the difference. I truly appreciate it—highly recommended! Show details

Exceptional after sales support – I've always received excellent service from Natuzzi and found their products to be high quality. Recently, I purchased two bedside tables and one was uncharacteristically defective (drawer frontage was loose). I contacted Natuzzi and they promptly connected me with a customer service representative who arranged for an in-home assessment and fix.… Read more

The technician arrived exactly on time, repaired the drawer quickly and simply, cleaned up afterwards and assisted me in moving the heavy item into position. Natuzzi also followed up with me to check that everything had been completed to my satisfaction. I'm very grateful for the support Natuzzi provided; from time to time, faults will occur (even with high quality furniture) but the real measure of a company's ethos is their appetite and ability to respond to faults in a way that meets consumer expectations - in this case, mine were exceeded. Thank you Natuzzi - can highly recommend!

We purchased what we were led to believe at the time two LUXURY Natuzzi ' Editions' sofas with a price tag to match. Unfortunately one of the sofas failed shortly after purchase, Cookes assured us that any further issues would be dealt with within the warranty period, so therefore we made the decision to have the sofa repaired as opposed to… Read more

rejecting the sofas for a refund.

Just prior to the end of the 2 year warranty period, we requested an inspection as the foams had failed , making the sofa vey uncomfortable to sit on and we expected a repair paid for by the manufacturer. We are very disappointed, the technician who inspected the sofa on behalf of and employed by Natuzzi , informed us verbally at the time of inspection that he would be recommending remedial works to the manufacturer to correct failed areas, but we were then informed by Cookes that the inspection company advised that it was natural wear over time and Natuzzi were not willing to carry out any remedial works.

In hindsight we should of rejected both sofa's when the original fault occurred shortly after purchase and requested a full refund at that point. The Natuzzi 'Editions' products are produced in Romania and are of a poor quality. We have appointed our own independent specialist /sofa repair company who advised us that the foams/cushioning which have failed were of a budget type and not made to last and the company would need to carry out remedial works to replace the cushioning with more robust /quality materials at a cost of £750 and this is the minimum required to make the sofa comfortable to use.

A quote from the last email from Cookes:

' If you would prefer a firmer seating interior, we would be happy to recommend an independent upholsterer who could make this adjustment for you, although this would be at your own cost.'

Just about sums it up.

It's too late for us ,but hopefully this review will help others make an informed decision when purchasing so called high end luxury furniture (price tag to match), from a reputable retailer?

I would strongly advise not to buy furniture from the company. We bought two chenille sofas and the fabrics on various parts of the sofa don't match. They dismiss this as 'direction of pile' but when I put it to them that if I rotate the pouffe, then one direction should match shouldn't it? they have no answer. They send out an 'independent'… Read more

assessor but it was clear as soon as he walked through the door that he was on their side - they were paying him. They also didn't supply the £50 cleaning kit that we paid for. When you complain to them they don't want to know. Avoid!!!

Seven Months, One Defective Sofa, Zero Accountability – Shockingly Poor Service from Natuzzi UK In June 2024, I purchased a sofa from Natuzzi Tottenham Court Road for over £5,800, expecting premium quality and aftercare. What followed was seven months of stress, failed appointments, and appalling customer service. August 2024: The sofa was… Read more

delivered. I immediately noticed a defect — visibly tight, stressed stitching on the seat cushion that looked as though it would split.

September: I raised the issue. I was told the cushion would be replaced. Instead, I received a sheet of loose leather in the post — with no explanation, no appointment, and no professional service.

December: Castelan, Natuzzi’s service provider, sent a single technician for a job that required two. He left without doing anything, saying the repair was mis-assessed.

January: Natuzzi offered me £300 compensation for the defective product and months of disruption. I rejected it as completely inadequate. I also reiterated that the repair could not take place in the room where the sofa was due to space and fragile items.

February: I was told a technician would come in mid-March. I responded immediately that I would be abroad that week. No one followed up.

March–April: I chased repeatedly — five times — before getting any kind of reply. In the meantime, the staff member handling my case left the company without notice or handover.

April 2025: Today was the final straw. I cleared my schedule and took time off work to accommodate another repair attempt. While the movers (engaged by Castelan or Natuzzi) eventually arrived, they were not coordinated at all with Castelan, and I had to personally manage all logistics on the day — despite having made Natuzzi aware in writing that this must be handled properly.

Castelan then arrived in two separate vans, failed to plan for parking in central London, refused to proceed with the job, and left without doing anything — again.

This is not an exaggeration — this is seven months of reality. A defective sofa sold as new.

A sheet of leather posted to my home instead of a professional repair.

Multiple failed appointments.

Time off work lost.

Me managing all logistics.

No replacement, no refund, and a flat £300 offer for months of disruption.

This is beyond poor service — it’s a complete failure of product quality, aftercare, and brand responsibility.

I am now filing a formal complaint with the Furniture & Home Improvement Ombudsman, and escalating to Natuzzi global leadership.

If you’re considering Natuzzi UK, ask yourself: Do I have time to manage my own repairs, follow up for months, take time off work, and coordinate between multiple incompetent contractors – just to get a sofa fixed?

If the answer is no, shop elsewhere.

Unexpected over-the-top service – We visited the Aspley store where we purchased a Brivido model, however sadly when delivered, we found it wasn't as comfortable as we'd hoped. We immediately spoke with our consultant, Jacqueline and she went in to bat for us to exchange/upgrade for another model we'd also considered, Estremo. To Natuzzi's great credit, and not a normal procedure… Read more

for a specific order, they were very willing to ensure we as clients were happy with our purchase, so replaced the suite for us. We were extremely pleased both Jacqueline and Natuzzi management went the extra mile for us and we couldn't rate them more highly. Thank you

What a fabulous brand – My sister recently visited alot of furniture showrooms and Natuzzi in Aspley was the standout for her - and she ended up purchasing from them, The products are beautifully designed and the leather is second to none!!!! Could not receommend them highly enough.

Premium quality furniture and fantastic purchasing experience – Recently purchased a Natuzzi armchair in a beautiful fern green colour. The leather is supremely soft and I found the customer service experience to be superior to other luxury furniture retailers. I would highly recommend to other prospective purchasers of premium furnishings. I will be back. Show reply

Avoid – Do not buy these very poor quality products for their expensive price tag. Absolute rubbish material My 18k sofa has Allready delaminated. And I have just paid to have the stiching redone. As they say there is only a one year warranty. Laughable. Both of my faults to me are totally warrantable My couch is three years old. Avoid. Avoid. Avoid. Show details

Highly recommend Natuzzi, Keswick – This is the second time I have purchased furniture from Natuzzi in Keswick, Adelaide. Joseph, Sophie, Morgan, and the team provide professional, courteous, and efficient service, making for an enjoyable, stress-free experience. They help guide furniture and fabric selection, accommodate development of multiple options, all while maintaining a… Read more ·  1

low-pressure environment. If you're looking for high-quality furniture and exceptional customer service, I highly recommend Natuzzi in Keswick.

Very Comfortable – Purchased a Natuzzi sofa back in 2014 Black leather still going strong. When went back in 2023 and ordered arm chair - the most comfortable chair ever. I then found the same chair on Market place I bought for a steal. Great product - would highly recommend -even my dogs love them. A few scratches but great regardless. Bought through Natuzzi Keswick Show details ·  2

Excellent Service – Have purchased a number of products from Natuzzi Italia, Keswick, SA Very satisfied with the quality of products, beautiful designs. Joseph and his team provided friendly, professional service and were happy to work within our budget. They know their products and have great design ideas. Very patient with no pressure to make a decision! Thankyou! Show details ·  1

Disappointing customer service – Paid A LOT OF MONEY for a set of 2x three seater couches and 2x swivel chairs on the recommendation that Natuzzi was a high quality product. The furniture is very comfortable and quality leather but one of the swivel chairs (couture style) developed a rocking motion (which did not seem right as they were swivel only). I contacted Natuzzi and they… Read more

immediately played the "not our problem" game (as it was just over 2 years since purchase) even though I had purchased, supposedly, quality products. I eventually got them to provide contact details for a service tech (approved 3rd party by Natuzzi) and were sent out to inspect (initially at my cost - subject to the findings of what was wrong with the chair). Tech found a bolt had become loose and fallen out from the frame (clearly a fault in the manufacture as the chair as it had been hardly used since purchase) and therefore frame no longer fixed to chair, causing the rocking motion. Even though they were a recommended tech by Natuzzi they were unable to get the seat apart to fix it (even though they had instructions from Natuzzi and a 2nd visit to try and fix) so had to then get another recommended tech company to fix (but, of course, still had to pay for the first tech despite it being a frame issue which is covered by their "lifetime" warranty). 2nd Tech said that this was clearly a warranty claim and they fixed the chair, but now they have come back to me and said they have been told by Natuzzi that they will not be paid by them for the repair (as it was not a "frame fault" - which Natuzzi define as wooden frame - as a metal frame is classed by them as mechanism and therefore not covered) and it is now my cost to fix. Reading other reviews this appears to be a typical "buck-pass" by Natuzzi and they are not prepared to stand up and take ownership of their products and any manufacturing faults and clearly just want your money and have nothing to do with customers after the sale. Obviously they have not heard of Australian consumer law and the expectation that a product should last longer than not just to end of warranty period. NOT HAPPY JAN!!!!

Beyond expectations - beautiful designs, fabric and attention to detail – The in house interior designer Mario's, attention to detail from the start was incredible, making our vision shine with his meticulous care. He provided a beautiful selection of options that perfectly suited our needs, easing all our design concerns. His consideration of our budget without compromising quality was impressive, achieving an elegance… Read more ·  1

beyond our dreams. Mario's expertise made the process seamless, and his passion was evident throughout. His services, offered at no additional cost, are an incredible bonus. We couldn't recommend Mario highly enough for any interior design project.

Quality Product & Customer Service – My husband & I visited the Natuzzi Editions showroom in Aspley yesterday. We were greeted by Mario immediately & offered his assistance. Mario's attention in listening to our wants & needs in a lounge, combined with his invaluable suggestions made for one of the best retail experiences we have ever had. Although we spent more $$ than originally… Read more ·  1

planned, we both left the store totalling blown away with the attention shown us & so happy with our quality purchase. Thank you Mario, Natuzzi are very lucky to have you on their staff.

Exemplary Customer Service Experience: Mario and Victoria – We recently had the pleasure of experiencing the exceptional customer service provided led by the talented interior designer Mario, with assistance from Victoria in furniture procurement. From start to finish, our interaction with Mario and Victoria left me thoroughly impressed and highly satisfied. During the consultation itself, Mario's… Read more

expertise and passion for interior design were unmistakable. He took the time to listen attentively to my preferences, needs, and vision for the space, asking thoughtful questions to ensure he fully understood my requirements. His insightful suggestions and creative ideas demonstrated a deep understanding of design principles and a genuine desire to create a space that would exceed my expectations.

Victoria's assistance in furniture procurement further enhanced the overall experience. Her knowledge of available options and keen eye for quality ensured that the furniture selected perfectly complemented Mario's design vision. Victoria's professionalism and dedication to customer satisfaction were evident throughout the process, making the furniture procurement seamless and stress-free.

Mario and Victoria's personalized approach and attention to detail were truly commendable. They not only provided valuable advice tailored to my specific taste and budget but also went above and beyond to address any concerns I had, offering practical solutions and expert guidance every step of the way.

In conclusion, my experience with Mario Interior Design's consultation service, led by Mario with assistance from Victoria, was nothing short of outstanding. Their exemplary customer service, expertise, and genuine passion for design set the bar high for what exceptional service should look like. I wholeheartedly recommend Mario, Victoria, and Mario Interior Design to anyone in search of top-notch customer services. Anna and Alex

Natuzzi sofas - heavenly ! – I have now purchased 2 Natuzzi sofas through the Newstead, Queensland store. I was so happy with the 1st one, nearly 5 years later I went out of my way to buy another one. I live quite some distance from the shop, but I really wanted a 2nd one to compliment the first one. The staff were so helpful in every way (by phone, email, and in person).… Read more ·  1

Never pushy, always full of knowledge to answer my queries. What I appreciated was what was online, was what was in the shop and what was eventually delivered to my door - great consistency.

What I love most about this fine furniture is the quality, style and the comfort. It's not cheap, but I don't think you can beat Italian styling. When the 2nd lounge arrived, the staff went out of their way to organize competitive and protective shipping to my door. Being in the Newstead Natuzzi store is like being in a candy shop !

Thank you again Natuzzi ! We will be back !!

Natuzzi – I bought a beautiful leather sofa through Natuzzi Editions Auburn. I bought the Portento Sofa in leather and it looks and feels amazing. The leather is so soft and such good quality I would most 100% come back and recommend to almost everyone I know. Most comfortable sofa I've ever laid my hands on and phenomenal service from the staff members, especially Munia. Wonderful lady, made my day so much brighter. Show details ·  1

Be aware of the different product classes – I see many bad reviews. Please be aware that the Alexandria store sells Natuzzi Italia, and the Auburn store sells Natuzzi Editions. The latter is made in China, not Italy. I went to Alexandria to buy a coffee table and potentially a sofa. There was a store manager who was angry and was yelling at the staff constantly in Chinese. She made us so uncomfortable that we left Show details ·  1