Natuzzi Editions Kennesaw — Local services in Kennesaw

My experience with Natuzzi regarding a recent furniture order has been deeply disappointing and frustrating. While the initial expectation was an early to mid-June delivery, we are now in July with no clear timeline or consistent communication.

Communication has been a significant issue throughout this process. My direct correspondence with the design consultant, Christopher Taillard, ended on June 19th, and subsequent emails seeking updates, including one on July 1st, have not yielded a response. What is particularly concerning is that we had to physically visit the store to get an update that should have been proactively provided. During this visit, the store manager assured us an update would be given by June 22nd, a promise that was unfortunately not kept.

The constant need to chase for information, coupled with unfulfilled promises from store management, has left us very dissatisfied. This level of communication and customer service falls far short of what we expected from a company with Natuzzi's reputation. We are still without a clear status or a revised estimated delivery date for our order.

I hope Natuzzi addresses these significant communication and service gaps, as the current situation is unacceptable.

Updated Feedback:

Since my initial review, Michael Caballero took ownership of our delivery, replacing our original sales associate, Christopher Taillard. Michael provided the clear and proactive communication I expected from the beginning. He gave us an accurate timeline for our furniture’s arrival and followed up with a courteous call to update us and apologize for the earlier issues. Thanks to Michael’s efforts, our delivery was successful, and his professionalism reflects the standard Natuzzi should uphold. However, I urge Michael to reassess the team, as the original sales associate’s lack of communication was unacceptable and does not align with Natuzzi’s reputation. Thank you, Michael, for turning our...

I wish there is a way to give 0 stars for their Customer Service. We ordered a Sectional Sofa last fall and it was delivered early this year. The corner wedge piece is damaged and it has been a nightmare trying to get it repaired or replaced. The Kennesaw store and its manager are useless and they pass the buck on to Customer Service. Customer Service is not responsive at all - TERRIBLE! They sent a Technician after several weeks (after constant follow up) and he said it can't be repaired. Natuzzi later said - "it can be repaired." Bottom line, they did not want to replace the unit. After repeated follow ups, they finally said they will ship the parts to repair it. That took several weeks. Last Friday (April 26), technician shows up and he says the leather is not shipped. We have no idea when the leather will be shipped from China next and when the Unit will get repaired. We have spent months and we still don't have a functioning sofa. I was expecting a much higher level of Customer Service from this company given they sell higher priced product. Alas, I was wrong. NEVER EVER buy anything from this company!

REVISED REVIEW

Everything above is correct. Then I reached out to Natuzzi CEO directly by email. He forwarded my email to Michele Zanin, US Head for Customer Service. Michele was wonderful to work and he helped us to get a new sofa and they took the old one away. Although, it took a few months to get the replacement sofa, Michele was very proactive and kept us informed every month at least once. He was able to turn around an unhappy customer to a happy one. Kudos Michele! I have as such revised my 1-star to 4-stars.

In all this ordeal, the Store Manager at Kennesaw or the Sales Agent never called us even once. So, I would urge Natuzzi...

I highly recommend avoiding doing business with this place. My furniture took 22 weeks, instead of the 16 that was promised, to be delivered. But that’s not even the worst part. The customer service was. I didn’t receive one single phone call or email during the entire 5 month process giving me a simple update. I was promised updates whenever I made my purchase, and giving a customer an update maybe twice in 5 freakin months is not too much to ask. I ordered my furniture in December, and when I hadn’t heard anything by the end of February, I decided to give them a call just to make sure all was well. Michael Caballero, the so-called manager, told me we were still on track for my April 1st expected date, and also promised to “do-better” and keep me informed. That didn’t happen at all. My expected date came and went, and I heard nothing. Two more weeks, and nothing. When I called mid month he had the audacity to get upset at me for calling, saying “if you would have waited one more week I probably would have called” (He was just going to wait until the furniture arrived). He was unapologetic and rude. Really? You expect me to go 5 months, and several weeks past my due date, and not expect an update? Again, it’s not hard to send your customers an email. When you spend thousands of dollars and have zero way of tracking anything yourself, you really have to rely on the customer service of the company. What a failure. What a joke. I expected better than that. And Michael most certainly should not be in customer service whatsoever, much less a manager. I have also submitted a complaint with “Natuzzi cares”, and have heard nothing. That was two weeks ago. So much for the...