Natuzzilakeside Reviews 

Extremely disappointing quality and appalling after-sales service

I am extremely disappointed with the quality of the sofas I purchased from NATUZZI for £8,500.

After just two years, the condition of these sofas is shocking. The leather has developed extensive creasing, wrinkling and sagging across the seat cushions and backrests. For furniture costing this much, I expected premium quality, excellent craftsmanship and durability. Instead, the sofas already look tired and worn far beyond what I would consider reasonable for their price.

When you spend £8,500 on sofas, you expect them to retain their appearance and quality for considerably longer than two years. Do these look like £8,500 sofas? Absolutely not.

Unfortunately, the quality is only part of the problem. I contacted NATUZZI back in March 2026 to raise my concerns. They sent servicemen to inspect the sofas, and I was simply told that this was what happens with soft leather. No written report was provided, nobody followed up with me, and I received no meaningful communication or resolution afterwards.

I find this completely unacceptable. Even if a particular type of leather is prone to some creasing, that does not excuse the lack of professional follow-up or customer care after such a significant purchase. At the very least, I expected a written assessment, a proper explanation and a response from the company.

The after-sales service has been absolutely awful. Once you've spent this kind of money, you expect a company to stand behind its products and treat your concerns seriously. My experience has been the complete opposite.

I am hugely disappointed with both the quality of these sofas and the way my complaint has been handled. £8,500 is a substantial amount of money, and I would have expected a far better product and a far better standard of customer service.

I would strongly encourage anyone considering purchasing from NATUZZI to look carefully at these photos and think seriously about the quality, durability and after-sales support they might receive.

An extremely expensive purchase that has left me thoroughly disappointed.

Ady was absolutely amazing, made us feel that we mattered and he cared, "a people's person, with the personal touch" what a credit to the company!

Following a friend’s positive experience at this store at Lakeside Thurrock, I decided to drive from Redhill to shop for a new bed and sofa.
I was greeted by Terry, who gave me a warm welcome. He was professional, and clearly experienced with exceptional knowledge in his area of expertise. Terry understood my needs and presented me with various options and ideas; which I hadn’t even thought of, therefore allowing me to make an informed choice. I made a large purchase, and it was money well spent in my view, all thanks to Terry who was exceptional throughout. I will certainly be back. Thank you Terry!

A simple online review really doesn’t do our experience justice. Right from entering Natuzzi (Lakeside) we were greeted with smiles and assistance. Sunny our sales representative was knowledgeable, helpful, and went above and beyond to help us choose the right order for us and we got exactly what we were after. It’s very refreshing to walk into a store, peruse the selections and then have help when we were ready. We cannot recommend this store and this staff enough, 11/10 in our books! A special thank you Sunny for being a sofa angel, even on your birthday!

Ady at lakeside absolute credit to the credit to the company, went out of his way for us and took care of us.
Would recommend anyone to go to him direct. Top guy thank you ady.

BEST CUSTOMER SERVICE from Ady at Natuzzi Lakeside!!
He went above and beyond for us and had a lot of patience while we were trying to decide what sofa to buy. I would say he's the greatest sales man we ever met.
Natuzzi furniture is definitely top quality in the market and will last for years without any problem. There is something to satisfy every single need and want and they are definitely worth every penny! You will not be disappointed.

I had the opportunity to purchase 2 sofas from Natuzzi. At the outset we were a bit unsure about many things. Sunny the Sales Exec, calmed the nerves 😃, explained us all the details without being salesy. Many thanks to his acumen and his understanding of our requirements. We got our sofas delivered on time as agreed. Many Thanks.

I much appreciated the help Karl gave me with my recent order, even coming out to our house to check that we were happy with the colour and size of our proposed sofas.
We now look forward to having delivery in due course. Thank you Karl.

I visited this store Lakeside,just after Christmas.The warm welcome I received was outstanding Roger couldn't do enough for me.Was so Professional in his work and made me laugh.You should be very honoured to have Roger on ur team ,he surely stands out x

What great service from Roger in lakeside store really helpful really pleased with are purchase thank you roger

Was served by roger in lakeside really professional service not pressured to buy just great advise definitely recommend roger

Served in lakeside store by Roger Great service and advise definitely recommend roger can't wait to receive are sofas

Karl with a K was very helpful he gave us enough space to make our own decisions whilst being close enough to offer advice with colour choices and different module options. We went out with the intention of going to a few stores but because of Karl, didn't bother with going anywhere else.

Really good and helpful was Roger from Leakeside , friendly and is going through to all the details about the product is sale it.
Very professional
Recommend Roger 100%

I’m very dissatisfied with Natuzzi Lakeside in Essex and Natuzzi furniture. I WILL NEVER BUY ANY FURNITURE FROM NATUZZI in the future. The leathers sofas are of low quality and overall quality is of very poor standard. Their quality control is of a vey poor standard if they have any, and it does not meet the standards expected of such a reputable brand. I purchased a set of two and three seater sofas for the sum of £4000 which I paid with my Visa debit card (Order no 33143). On delivery of the new sofa set, I noticed that the leather in one the sofas was damaged and the back rest was also faulty, making squelching and wobbling noises. I immediately went to the shop with pictures and a video on the same day to report the faulty goods. The store manager then asked me to send an email of the pictures and video to him which I did. He said that a Natuzzi Technician will contact me to inspect the furniture.

The Natuzzi technician’s report states that: the inside back of the LHF unit is a wrinkly piece of leather in one of the panels and when you sit on either side you get a wobbling noise from the back of the sofa. How could this sofa set they claim is brand new pass quality control of Natuzzi? I have asked for a full refund on the day of delivery of this damaged and faulty sofa set. Natuzzi has refused me a refund, making excuses that the matter has been referred to Natuzzi Italy. What concerns me with Italy? Did I purchase the goods from Italy? I bought the goods in a shop in the UK and NOT in Italy. I need my refund. The goods are of poor quality and as a result I need a refund. Another thing I noticed is these people (Natuzzi) sell furniture by misrepresentation: claiming that the furniture is coming from Natuzzi Italy, whereas the sofa set that was sent to me was made in Romania and NOT in ITALY.
BUYERS BEWARE - AVOID NATUZZI.

Had a very positive experience at the Lakeside Natuzzi today.
Sunny the salesman was very helpful and made some good points, which enabled us to make our choice.
I think it's a good telltale, that when you get home and have had time to digest the day, you're happy with the outcome.
Looking forward to receiving our order!
Thanks Sunny!

My first time of entering the store in lakeside I met Roger. His customer service was top and the quality of the sofa’s displayed were really good Italian standard. Even though the price was a little on the high side, we felt it was worth the money and the wait.
On the day we decided to order, we met Terry. Even though it was super close to closing time, Terry waited for more than an hour and the half alone to ensured we were served, and closed the deal. We were able to order for the furniture and we’re very pleased with the purchase.

Exceptional customer service here at the Lakeside Thurrock branch. Martin B was extremely professional, knowledgeable and not your typical pushy salesman.

I recently visited Natuzzi italia at lakeside. I was pleasantly surprised upon my visit, not only was there a vast array of choice that I had genuinely not seen anywhere else but I was served by a lovely woman called Tracey. She was engaging,polite, professional and definitely had all of the answers to my questions and didn't make me feel out of place like other places had that same day. I placed my order and was extremely satisfied with my experience and can not wait for my delivery.
Thankyou, I will definitely be recommending to others and returning, I couldn't rate Traceys customer service high enough.

Outstanding service from Terry; very helpful picking a sofa for my parents. Would highly recommend.