Occasionally, your furniture will need a repair due to shipping or delivery damage, or possibly a manufacturing defect. Because we are an e-commerce business and deliver to homes across the country, we are not able to maintain our own repair team but have partnered with Uniters/Palladio to provide top level service on our behalf. One exception to this are Natuzzi Editions orders. Natuzzi America provides their own service for all issues excluding delivery damage through their partners at Natuzzi Cares/ Guardsman.
The Ticketing System
Once it has been established that an inspection or repair is needed, we will create a ticket which is a tracking document that will come to you in the form of an email. This will be our primary means of communicating while we resolve your concerns. This is also our means of tracking the progress internally and we make every effort to update you along the way.
The Initial Service Technician Visit
If the course of action is not apparent, we may initially request to have a service technician schedule a visit with you in your home to inspect the defective furniture. We create the service claim right away and you will generally hear from a service agency within 2-5 business days to schedule your appointment. We often instruct the technician to inspect the furniture, providing us with photos and serial numbers of the affected pieces, and to repair or adjust to correct the issue if possible. If a repair is not possible, the technician will advise us if parts are needed, or recommendations for the next steps.
Parts are generally ordered by Sofas and Sectionals from the manufacturer of your furniture and sent directly to you. Generic parts such of replacement feet or legs, springs, bolts, recliner mechanisms, power supply cords, etc, ship out fairly quickly in about 1-2 weeks. Parts that need to be cut and sewn or manufactured for your specific piece of furniture may take up to 3-6 weeks, depending on the manufacturer.
We request that you let us know as soon as you receive any parts so that we can then notify the service technician that you are ready to schedule your repair. They will then reach out to you directly.
Failed Repair or Unable To Repair
If a good faith effort to repair your furniture does not succeed, Sofas and Sectionals will work with the responsible party to determine the next steps. Some of the options available at that point may be a return, a replacement or possibly a discount to keep the furniture as-is.