Bought a three piece Natuzzi sofa set from Brentwood at a cost of around $6000. When the sofa was delivered, the delivery guy cut it with his utility knife and had to be replace. The replacement came with another defect, and it too was replced. When we moved moved around the set after renovating, we notice the cushion on the chair was sewn on crooked. Had a furniture medic come by and was told by head office that the chair would be replaced. Brentwood called to make arrangements to replace and offered an option to get partial refund in lieu or they could replace and I could also offer to buy the original at reduced price because they couldn't easily resell it. I get a call later from Brentwood telling me the manager gave direction not to replace. A few days later, head office calls to confirm that they changed their mind and that it wouldn't be replace. If anyone experience poor customer service at this store, I'd suggest it is taught by the store manager. Last dollar I will spend at this store. If you sell defective products with warranty, you should replace it, especially after being told by head office that a replacement is on the way.
Bought a three piece Natuzzi sofa set from Brentwood at a cost of around $6000. When the sofa was delivered, the delivery guy cut it with his utility knife and had to be replace. The replacement came with another defect, and it too was replced. When we moved moved around the set after renovating, we notice the cushion on the chair was sewn on crooked. Had a furniture medic come by and was told by head office that the chair would be replaced. Brentwood called to make arrangements to replace and offered an option to get partial refund in lieu or they could replace and I could also offer to buy the original at reduced price because they couldn't easily resell it. I get a call later from Brentwood telling me the manager gave direction not to replace. A few days later, head office calls to confirm that they changed their mind and that it wouldn't be replace. If anyone experience poor customer service at this store, I'd suggest it is taught by the store manager. Last dollar I will spend at this store. If you sell defective products with warranty, you should replace it, especially after being told by head office that a replacement is on the way.