Natuzzi Italia Madison Ave. — Local services in New York

Very unhappy with Natuzzi and the company they use for stain protection (Serveco).

First off, I have 2 of the same couches from Natuzzi (the iago). I love the first couch. We got it in a great thick fabric and it's been great to use.

We purchased a 2nd couch on a special discount based on it coming with a microfibre fabric which was supposed to be their most stain resistant fabric. This was reiterated to us from the sales team and an important aspect of our decision. We also purchased the fabric warranty from Natuzzi through their partner Serveco. We were told that this would cover all stains up to 5yrs and they would come out and address any issues within 30 days.

This is where the problems began.

We received the couch at the end of December. The microfibre stains easily. It also is a magnet for picking up hair, showing dust, etc. I can deal with those issues but the staining is a real problem. Drop a crumb on the couch and try to wipe it and you end up with a blotch. We tried to clean this with a damp paper towel and that left a small ring.

So, we put in a service request and were told that they would not accept the request without a contract number.

That led us to a 6wk process of going back and forth with Natuzzi sales rep and Serveco to try and get a copy of our contract. Serveco stated that is should have been handed to us on delivery and they cannot help any further. Natuzzi stated that the did not know what contract that Serveco was referring to. I have countless emails back and forth and phonecalls until I told the Natuzzi rep that I was going to write a bad review unless I got a response. I was then finally sent a contract from Serveco on Feb 28.

I was then told by Serveco that they would not fix the issue because as stated in the contract (the one I never received) I was supposed to clean the stain with a clean DRY cloth and I used a clean DAMP cloth. So, the claim is not allowed.

To be clear, Serveco states that they cover all stains including Liquid marks, rings, or household heat marks. So, if I spilled water on the couch that would be covered but because I used a damp cloth to wipe up a stain it is not covered.

When the supervisor from Serveco called me today to explain why they were not covering the stain, I called out that I had another stain on a different part of the couch and would submit that as a ticket. She then informed me that that would be an accumulated stain and that was not covered. How they determine a regular stain vs. an accumulated stain is beyond me.

This is a terrible service company going to ridiculous lengths when they simply could send somebody over to take care of the stain. I paid $800 for that contract and close to 15K overall for the couch.

Natuzzi - you should not work with this company, you should not claim that your microfibre material is easy to clean and you should not take 6-8 weeks to help resolve a simple matter for a repeat customer who has spent many thousands of $$$ on your...

BE AWARE OF NATUZZI AFTER-SALE CUSTOMER CARE SERVICE!!!

I am extremely disappointed with the after-sale support and warranty process for my Natuzzi Square Coffee Table. I purchased the table in November 2024 from the Madison Ave store, along with a 5-year furniture protection plan through ServCo. Within just one month of delivery, bubbles began appearing on the surface of the table.

When I visited the store to report the issue, I was told to contact ServCo for repairs. After waiting two weeks, ServCo denied my claim and said that this damage was due to an unknown cause, and informed me that this issue should be covered under the manufacturer's warranty. When I reached out to Natuzzi customer care again, they claimed that ServCo should handle the repair because it is not a manufacturer defect, and I had purchased their protection plan. This back-and-forth has gone on for weeks, with both parties refusing to take responsibility.

As a customer, this experience has been incredibly frustrating and unacceptable. I expected better from a premium brand like Natuzzi. Instead of resolving the issue promptly, they have wasted my time and energy by "passing the ball" between their service providers. I regret my purchase and would not recommend Natuzzi to anyone seeking reliable customer service or...

Do not buy a sofa that is natuzzi. My first sectional lasted 20 years. A few years ago bought a new one. It is an expensive piece of junk. The whole couch fell in within a year. They came and fixed it. Six months later happened again. Called to hear i am out of warantee. Bottom of the couch has a zipper when unzipped it is made like a beach chair with straps but zipper to small to refill seats. As i said expensive...