Natuzzi Italia

Natuzzi Italia & Castelan Group Part 2: In the meantime, I received an email from Letitia introducing herself as the newly appointed After Sales person at Natuzzi Italia in Tottenham Court Road. I tried phoning her but it turned out that she does not take incoming calls from customers. She works in an office elsewhere in the Tottenham Court Road branch and cannot be reached directly by phone by customers. So I left multiple messages for her via her Sales colleagues to phone me back. They told me that she was in the office (i.e. not on holiday or off sick). I also sent her an email. I heard nothing from her for weeks. Eventually, she replied saying that she had been away earlier. But her reply came weeks after she had actually been away. So she had taken at least 2 weeks just to go through her email inbox and reply to me. She effectively wrote a non-apology apology for the failings of others without taking any responsibility for her own unresponsiveness. She said she would chase Natuzzi Italia for updates on when the parts would come. Natuzzi Italia in Italy ignored her completely. I never received another email from her. I cannot understand how someone can perform like this and keep their job. Castelan Group also kept chasing Natuzzi Italia for updates on when the parts would come but Natuzzi Italia never provided them with any updates. I started to prepare my case for seeking a refund under the Consumer Rights Act 2015 for failure to repair my chair. While I was doing this, eventually, at the end of Jan 2026, I received 2 emails out of the blue from DPD UK that packages were being sent to me in Feb 2026. Again, I received some parts but this time they were not damaged or scratched. This time, the parts that came had been wrapped in jiffy wrap. But, once again, Natuzzi Italia had not sent me all the parts needed. Castelan Group asked me to set up an appointment to attempt the repair. If the item could not be repaired (due to insufficient parts) then I was told I could then pursue a new chair with Castelan Group's support. Once again, the senior technician, Mark Austin, came with the Regional Manager, Anwar Mahmood. They spent exactly 3 hours carefully taking the chair apart, diagnosing the faulty part, replacing it and then carefully putting it all back together again. They had to scavenge parts sent in 4 different batches to somehow do this job. I can honestly say that it looked like a very, very tricky repair to do without breaking any of the new or existing parts. They did a truly outstanding job. A fault that had developed in Jun 2025 did not get repaired until Mar 2026. It was a harrowing ordeal. I can't believe that I actually paid for this experience. Natuzzi Italia is supposed to be a premium brand but it just does not care at all about what its customers have to endure. So, in summary, Natuzzi Italia designs furniture that looks good but heaven help you if it develops a fault. Their Sales staff don't want to get involved after they have sold you the furniture. Their Customer Service and After Sales are arms length operators who do not want the hassle of actually dealing with customers themselves. Shame on them. The Customer Service at Castelan Group is capable and diligent. Their technicians are truly superb but their Logistics team is frankly abysmal. Finally, I now have a chair that functions like new again thanks to Mark Austin and Anwar Mahmood who really saved the whole situation. I would give them both 10 stars out of 5 if I could. Without their sterling efforts, I would now be seeking a new chair or a refund from Natuzzi Italia under the Consumer Rights Act 2015 or a Sec 75 refund from my credit card issuer. I will never make the mistake of buying anything from Natuzzi Italia ever again. I would counsel you not to do so either if you value your time, money or your sanity.

Great experience at the Natuzzi store on Tottenham Court Road. Pier Giorgio, the store manager, was extremely nice and professional, answering all our questions and even creating a rendering of our living room with different sofa options. A really helpful and enjoyable visit

We purchased a sofa and a bedframe for our master bedroom from Natuzzi in March 2025. We knew the brand and its quality and for us it was a matter of picking the models - we didn't consider any other option. The sales process went very smoothly thanks to Anna. She was patient with us and she even stayed after working hours on a Sunday to finish the sale and to give us enough time to choose what are going to be two key furniture items in our new home. The production of the items themselves went fairly quick considering they are made to order. Both were manufactured in 2 months but we found out only after some chasing. Then things started to go a bit south. The local sales team had no visibility on when the shipment was leaving Italy. They seem to have some communication problems with their logistic department. Basically we had no clue whether the item left Italy or not for a few weeks. The sales people have no system to actually track the items they sold. This is something we would encourage Natuzzi to improve as they have great sales people who are just trying to do their job and assist customers in the post sales but do not have the means. Anna, Summer and their colleagues did their best in managing us but eventually we missed the delivery date by more than 2 weeks. After a lot of pushing and phone calls and escalation requests, finally we were informed of an arrival date in the UK. What we appreciated is that they prioritised our order and the items reached us 24 hours after arriving in the country. Normally it would have taken a week. The delivery and installation went very smoothly - they use an external company and they were all great. It would have been a 5 star if we didn't experience that uncertainty around where the items were and the weeks of delay.

Jerry has been tremendously helpful in our furniture shopping journey.

We bought our velvet sofa from Natuzzi Tottenham Court Road in July 2021; it was delivered in December 2021. The service we received in the store was very good. The product itself is diabolical. First they sent the wrong legs; then after sitting on it a few times we noticed the fabric was creasing DESPITE following manufacturer’s instructions. After a few months we began to notice just how uncomfortable it was to sit on the sofa. We didn’t even use it very often. The filling in the cushions was of very poor quality and quite simply there was too little of it. Fast forward a year later, it’s Christmas and our family members have decided to lie down on the living room floor as they were so uncomfortable from sitting on it for a few hours. We spent £6,000 and expected much better quality. We have now ditched the sofa and bought a Duresta sofa. The quality and comfort are superior in every way. Never again will we buy from Natuzzi - a complete and utter waste of money.

I purchased a Natuzzi Italia Colosseo Lamp in January 2024, as a display item from the Natuzzi shop in Tottenham Court Road London, for £695.00 I was travelling for work living abroad until October 2024, when I discovered that the lamp stopped working. I called the shop and was advised to take it in as it should only be a fuse problem. After the shop checked the fuse and found nothing was wrong with it they said it could be the transmitter not working. And advised me to take it to an electric lighting specialist. I took it there to test it, everything is working apart from the actual LED component, which I was advised is faulty. As with LED they should last for a long time and can not be replaced. I was told that the lamp must have been faulty already at the time of purchase. I should be able to return it within a year of purchase. I contacted the shop again who said there is nothing they can do as I have purchased it as a display item. The fact that the responsibility of a potentially faulty item lies in the client when purchasing a display item should have been clearly stated ahead of purchasing, which I was never informed of. This is unacceptable. Poor service. As I love this lamp all I've been seeking is support to help fix it. I would never purchase anything from Natuzzi.

Nice designs, bad quality. 4 year old sofa and the arm collapsed. Apparently the arm is not considered part of the frame of the sofa! The guarantee is useless, do not buy.

Spent over £8,000 at the Tottenham Court Road shop in February 2025 on shelving units which Natuzzi are still unable to install. Sitting room is cluttered up with boxes and unopened parts. Zero customer service. The salesman - Michail - does not reply to emails asking for updates. Fredericka promised an update on how they plan to finish the job by cob today but has failed to respond.