Lazzoni UK Arvostelua 66

am writing to formally raise a complaint regarding a sofa I purchased from Lazzoni Furniture (UK).

At the beginning, the service I received was excellent, with prompt responses and support. However, shortly after receiving the sofa (within 3–4 weeks), I began experiencing significant issues with the fabric quality. Each time the sofa is used, the fabric becomes loose, creases, and forms rolls, making the sofa appear worn and old despite being newly purchased.

I contacted customer service multiple times through WhatsApp, emails, and phone calls. Unfortunately, none of these methods helped me to properly get through or resolve the issue. I found the responses to be very dismissive, with staff repeatedly telling me that the sofa is “supposed to be like this.” I strongly disagree, as this is not my first time owning or using a sofa, and I have never experienced this issue before.

I contacted customer service, provided photos, and explained the issue. I was informed that this was “normal” and advised to manually smooth the fabric after each use. I find this unacceptable, especially given that similar sofas owned by family members have not shown such issues even after several years of use. If Lazzoni is marketed as a high-quality brand, I cannot see that standard reflected in this product.

A technician visited and temporarily adjusted the fabric by hand, but the issue returned immediately after use. Following further complaints, the company agreed to take the affected section to the factory, stating it would be returned within one week. I declined a temporary replacement based on this timeframe.

Unfortunately, the sofa was not returned within the promised period, and I had to repeatedly chase for updates. This caused significant inconvenience, including hosting guests without a complete sofa.

When the sofa was eventually returned:

The legs were damaged and cracked

The fabric had visible marks and dirt

The original issue does not appear to have been properly resolved

While I would like to acknowledge that the delivery and installation team were polite and professional, I am extremely disappointed with the management and customer service experience. In particular, my interactions with the manager, Mehmet, have been unsatisfactory due to poor communication, lack of follow-up, and an overall dismissive attitude towards my concerns.

I had the pleasure to go to Lazzoni in Tottenham Court Road and I was blown away by how beautiful and modern their furniture was. Our advisor Mert was also especially helpful in guiding us through the process and helping us design the interior. I would highly recommend for anyone reading this to go there.

Good friendly & professional service. A good knowledge of the products and plenty informative advise.

We had a great experience from start to finish. Pedram was fantastic — he spent many hours helping us design each room and choose the furniture, and his patience and expertise really showed. The ordering process was smooth and communication was always clear. The quality of the products exceeded our expectations. It’s refreshing to deal with a company that genuinely cares about its customers. We would definitely purchase again and highly recommend them to others.

Excellent customer service at Lazzoni. Mert was very knowledgable and helpful at our showroom visit. We had a couple of options but chose Lazzoni due to its great customer service. The ordering process was seamless. Now we look forward to receiving the sofa, so we can enjoy it in our home.

From visiting the showroom in Tottenham Court Road to receiving our beautiful contemporary modular sofa, our experience with Selen and team at Lazzoni has been second-to-none. Selen was professional, perceptive and extremely patient, answering all our questions and ensuring we were ordering a sofa configuration we would be happy with, that was comfortable, fitted our home and enhanced our space. The sofa arrangement includes tables inbetween the large seats, a centre footstool/table piece and detachable/movable armrests. It is top quality, well made and in a luxury soft suede fabric. It was delivered on time by a team who built it on-site with professionalism and the utmost care. It is a luxury item that has transferred our home and we would have no hesitation in recommending Lazzoni!

The delivery arrived on time and the products are as expected. Samet has done a great work and helped us in sorting the old sofa too!

Lazzoni provided excellent, professional service, transforming my bedroom by optimizing every space while creating a modern and elegant environment. We initially came in just for ideas but were immediately impressed by Selen’s kindness, expertise, and availability, which guided us to a solution perfectly suited to our needs. The delivery, installation, and after-sales support were fast and efficient thanks to Samet. A truly impeccable experience that we highly recommend.

We ordered a wardrobe and a desk from Lazzoni and overall had a great experience.
The design team was very helpful and guided us through the entire process, making sure everything suited our space and needs. We really appreciated their suggestions and attention to detail.
The installation team did a great job. They were professional, efficient, and left everything clean and perfectly installed. The quality of the furniture is excellent and looks amazing in our home.
The only downside was the delivery timeline. Our order arrived about a month later than the maximum timeline we were initially given, and we had to follow up regularly to get updates on the expected delivery. That part of the process could have been smoother, but we are still happy with the final result and it was worth the wait.

The salesman, Mert, in the Tottenham Court Road store was a delight to deal with. Delivered all that he promised.

Excellent quality. Expedited delivery as I needed the new bed as early as possible. Accommodating staff.

Excellent quality-to-price ratio, and they clearly both love what they do and take great pride in it. The designer (Pedram) came to our house, selected exactly the right pieces and colours for the space and struck up a rapport with our architect. There is no attempt to ‘sell’ at all aggressively to you - they are just very clever at helping you visualise what your space needs. They gave some very clever design quirks. Strongly recommended, including the team who come and assemble everything. And they are even sending someone soon to advise us on rehanging pictures to fit in with the new furniture.

Efficiently dealt with our order and delivered when they promised

Friendly and efficient

Selen has been wonderful. And very patient! Lazzoni have great quality furniture and they help you visualise the designs. I would highly recommend.

We bought a beautiful dining table from Lazzoni and we absolutely love it! The team that helped us choose the right table was super helpful in visualizing how it would fit into our home and what other items might be a good fit. Would definitely recommend! Thanks to Selen & Samet for the great help :)

We fully furnished our two-bedroom apartment through Lazzoni, and the experience from start to finish was excellent. Samet and Selen were both fantastic—thoughtful, responsive, and incredibly patient as we worked through all the design decisions. What really stood out was how much time they took to understand our style and how we wanted the space to feel. They never pushed us in a particular direction, but instead offered smart, well-considered suggestions that always felt aligned with what we were after.

They shared multiple renderings with us and were happy to revise things as many times as we needed until we felt confident that everything was just right. That process made a big difference—it wasn’t just about choosing individual pieces of furniture, it really felt like we were designing a home.

The end result has completely exceeded our expectations. The apartment looks beautiful—some of our friends have even said it looks like something out of a design magazine—but more importantly, it feels like our space. The furniture itself is clearly high quality, both in terms of materials and construction. Everything fits together perfectly and feels built to last.

We’re really grateful for the level of care and attention we received throughout. Would absolutely recommend working with Samet, Selen, and the Lazzoni team.

Whole experience has been superb. Great service from the staff in the store, fabulous quality, set up professionally and looks amazing. We had a problem a few months later, sometimes leather quality isn't consistent - they have replaced it with no bother Of course it's a premium brand but not all companies have such excellent post purchase customer service.

Delivery was absolutely perfect. Team were polite and efficient. Would thoroughly recommend this company