Living Spaces — Attraction in Houston

A few months ago I wanted to find a new tv stand/cabinet. My budget was 1000 -1500. Living Spaces was new and just down the street so I thought i would check it out. I even brought one of my cotton velvet couch pillows since I wanted to find a cabinet similar in color. It was the day of the big storm and it hit just as I got in the door of the store at opening. I walked in not even greeted so I looked around but almost instantly I found the perfect tv stand/cabinet both in color and pricing. When I finally was able to hunt down a sales person, we went to go look at it and I noticed it was damaged. They had one of their "repair men" come look at it and said he could glue the damages but I knew that wouldn't correct it enough and certainly not worth 10 percent off. The salesperson then said Oh hey, they have one at the I-10 location near Katy! Let's open up a Living Spaces credit card as we need to do that to order it for you. There was no interest on the card for I think 6-12 months so I said okay let's do it! Well after getting approved immediately, they then had me go to the main checkout/customer service counter to finish the ordering process. I was waiting and waiting and nearly 40 minutes goes by and I notice it stopped raining and want to go throw my pillow in the truck really quick so it won't get wet and ruin. I tell the salesperson and he says NO you CANNOT leave, and I laugh and said haha...and he says no seriously you cannot leave you need to stay here! I was shocked...I told him I really wanted to take my pillow outside since this whole process was taking way too long! I start heading to the door/exit and he runs up to me and says "Sir you cannot leave, we are charged 450.00 everytime someone walks in the door!" I was like what?! And he explains that he used to work at Ashley Furniture and it was the same there...that each time someone walks in the door they equate it to 450.00 loss... what?! So finally after almost an hour, the cashier tells me flat out, we cannot process this transaction from the Katy store. You have to drive out there and purchase it! I couldn't believe it...over an hour being in the store and now it ends with this? So I told the salesperson to cancel the new credit card and make sure it does not affect my credit and of course he explains it is too late for that and I have to wait until I receive the card and then I am able to call and cancel the card/account. So I took my pillow and walked out never to return. I called customer service and complained to a gentleman named Oscar who promised to call back but never did. (and yes, the day I received the card I canceled the account...

UPDATE: I’m in your store right now and getting the run around here as well. No one is willing to assist. They just want me to send emails, which I already have and have not gotten a response. Definitely going to BBB and AG next.

I purchased the Oasis sectional and many other items from Living Spaces when I first moved to Texas a few months ago. I’ve spent over $10k in furnishing my home with them. Mind you, I’m from the furniture industry and held a high position with a furniture retailer in the north east before moving here. I purposely purchased the Oasis sectional with Crypton fabric because I’m well aware of the fabric’s abilities and durability. I also purchased the protection plan on the sectional. Few months in I had some family visiting with young kids. Along with my kids and my nieces, there was a crayon accident. All good because I know Crypton fabric can be easily cleaned. But nope, not on this sectional from Living Spaces. The stain did not come out, so I submitted a warranty claim. It took a few weeks for a tech to come out who was not able to get the stain out either. I was told I’d get an email or a call with a resolution but neither happened. I had to call in and was told my claim is declined because the stains were accumulated. Again, I’m from the industry, I know how claims work. The stains were not accumulated and I submitted the claim as soon as the stains occurred and I couldn’t get it out myself.

As I was speaking the rep, he was dismissing and not helpful. Clearly reciting the memorized script and not empathetic or willing to help. I asked to speak to a manager with the customer care rep and he would not pass me through and then hung up on me.

I got an amazing experience when I made the purchase, but when it came to the care after to keep me as a customer, Living Spaces did not keep up a good experience.

I’ll be going in to the store now to speak to one of your leaders to assist. But until this is resolved, you get a 1 star from me and this negative review. If your store can’t help, I’ll file a complaint with the AG and BBB.

AGAIN - I’m from the furniture industry and hate to sound like that customer but I know the home furnishing product and the process in the industry. This product and your process...

Me and the husband walked in a couple weeks ago looking for sofas for our new home and was greeted by Fred and Bobby. They were very friendly and made us feel welcomed and comfortable immediately. Bobby took us to view a few couch set ups based on the information we provided about our space and it didn't take long before we found the right one for us. This was a great experience because Bobby very thoroughly explained our options to customize, showed us the color swatches from the patch book, as well as took the time to show us how the colors we liked from the patch book looked on some of the other furniture in the display room. He was also very patient in explaining the insurance terms, because I had A LOT of questions, and he prepared us for the delay with custom orders. Basically, he made sure we knew everything upfront so that we could make an informed decision. I was even impressed that he took the time to physically draw out the furniture pieces, measurements, and sofa arrangements on our contract! We were very pleased with our experience with Bobby and will be back to purchase other items from him. Our only gripe was with the management, D'Wan. I guess it was protocol to have a manager sign off on the custom order, which would have been fine, however it looked like she kind of demeaned Bobby in front of us, which made us very uncomfortable. Even though she was nice to us, she spoke to Bobby in a manner as if he was in some way incompetent, which we didn't like. For one, it looks bad to the customer when you attempt make your associate look bad. It was perplexing because even after she double checked everything, she found no errors, so I didn't understand the reason for treating him that way, especially in front of his customers. As stated before, we will be back to purchase other items from Bobby because we have a new home that we're furnishing, however, we would prefer not to work with D'Wan again, if possible. Other than that, great service from Bobby and Fred, great experience, and I can't wait for my custom...