I bought a sectional sofa at Dallas Natuzzi shop, and it was a floor model. I paid ~$3700.
When it was delivered and I tried to put pads on legs, I realized one leg is not there. That was just 20 min after delivery guys left with my signature.
I called the shop and heard it is optional leg, at first. Under the corner part of sectional sofa, that is pentagon shape, had only 4 legs instead 5 legs at each coner. What a joke.
After several calls, sales person was nice though, they offer me a leg, but he said I had to pick it up and install it myself. How nice. No one expect getting the sofa with missing leg and need to fix it himself on delivery day after paying $3700. I talk to him 30min but all I heard is they will charge me for the fix, if they send someone to my house, or charge $200 delivery fee if I return it.

Enough bad experience so far, then the worst part is the rude manager. When I went there to pick up the leg and tried to give feedback to manager, all I got was, she was staring at me with mean face that I felt like she was trying to tell me "go away with the leg".

My wife and I bought a living room set for $15000 from Natuzzi Dallas last year. We had planned to get a microfiber upholstery because we have cats and were concerned about scratches. The Natuzzi sales rep talked us into using a high grade leather (at a higher cost), assuring us that it was such thick leather, it couldn't be scratched. And, she said we could get a product insurance policy for $400 that would cover any damage, just in case the fabric did scratch.

Well, it's a year later and the couch got its first scratch. When we contacted Natuzzi Dallas, they first told us that we didn't register the product with the insurance company and tried to push the problem off on the insurance company. When we contacted the insurance, it turns out pet damage isn't covered in the policy. So they sold us a more expensive material that didn't live up to their claims, and sold us an insurance policy that didn't cover the specific issue we had (and we were very clear that cat scratches were our concern).

We just got off the phone with the store, who says they will not stand behind their product. Mind you, it would cost them perhaps $500 to fix the scratched seat cushion. And we have spent a somewhere around $20k with this store. Obviously they don't care about repeat business.

Our attorney will be contacting them shortly...