Living Spaces — Attraction in Los Angeles

Buyer beware, you will not be made aware of exactly how crazy their delivery process is, or how eager they are to charge you that restocking fee that is casually pointed out. In my experience, a restocking fee is only charged if an item has been received and removed from its original packaging. Additionally, if you live in an apartment building, as many people in LA do, you are likely going to have delivery issues and they do not make any attempt to identify these issues at the point of sale. My sales associate was spectacular and I cannot compliment him enough. The cashier was excellent as well. However, what transpired in the hours following my purchase for a same day delivery was nothing short of an absolute nightmare. Based on the dimensions posted beside the item on their website, I became concerned that it would not fit. The customer service associate did nothing to assist, but suggested cancelling the order. Within 5 minutes of that phone call, I realized that the dimensions listed included the removable back pillows, and that the item would indeed fit. I called back and with some resistance confirmed that it would fit and was advised that the feet could be removed if there were issues. I was then charged a $50 restocking fee for 5 minutes of confusion without the order ever being officially cancelled. If I had attempted to cancel, it would have been the non-refundable delivery fee + a higher restocking fee and who knows what else. The second customer service rep advised me that it had already been pulled off the truck and that was why. I worked in this industry for over a decade, and would be amazed if they could prove that they were able to pull something like that off within 5 minutes. I provided feedback based on that experience and was promptly told that they have hundreds of same day deliveries so they have to act swiftly. I accepted this and settled with the idea that I would get this furniture and never do business with them again. Upon arrival, one of the gentlemen delivering called me to the front of the building and shoved a piece of paper at me with at least 4 different waivers on it and said that it was heavy, on the second floor, that they'd just had a problem with this at their previous stop, and that I had to sign before they would attempt. I asked if customer service was still open and was told that they were closed. I said no and was told, "Then you don't get your delivery." and then said "Vamos" to the driver. I called anyway and got through to dispatch. The driver gave them a completely different story than what was told to me. I believe this was simply that the younger gentleman was clearly agitated and did not take the time to explain what the issue was or what exactly I needed to sign. If any of this had been discussed, the entire thing could have gone much smoother. I was advised that if the delivery was not made I would be charged another $50 restocking fee. Needless to say I was furious at this point because really they aren't going to make any effort for this to work and will absolutely charge you a restocking fee even if the issue is the delivery person's attitude. When they returned, we removed the pillows from the sofa, and the delivery was made successfully. While I am not a religious person, I will be praying that I never have to be in contact with any affiliation of this...

To Improve? Shut the place down! The fabrics and materials on their furnitures are sub-standard cheap garbage. The foam & cushion fillers (hollow fill) are sub-standard. 3-6 months after normal use it shows significant wear. Many of the furnitures they sell are 3rd party contracted. Their customer service has no comment or concern about quality. Customer service knows nothing about the materials and fillers. Totally unaware and uneducated to talk about their own products. They will just tell you, "sorry there's nothing we can do, or your complaint pertains to normal wear & tear.” After only 3 months? How long are their furnitures supposed to last? Corporate hides behind a curtain. The 3rd party (3rd world) warranty is a total scam. DO NOT BUY IT! You will never get any satisfaction. The store makes promises that everything is covered for 5 years, but the 3rd party warranty company, not Living Spaces, will not fix or exchange anything and they just pocket your money. The warranty company complaint process works by online website complaint form, then your follow-up is with an out-source call in the Philippines. Regardless of your complaint, The girl tells you your claim is not covered under the terms of the warranty, when it clearly is covered under the terms. They are scammers & liars! Cannot be trusted! Nothing you can do. They have your money. Living Spaces Mission statement IS NOT to provide quality service and product to the customer. Their mission is totally self-serving to provide the cheapest quality product for the highest return and also sell a scam warranty to their sucker customers. They operate in the shadows. Zero transparency! You cannot call into a store. That's so customers can’t call the store to complain. Living Spaces already thought of that. Even if you go back to the store there's nothing the store manager will do for you. They tell you to call customer service support, which will do nothing for you except apologize for your frustration. A professional 100% transparent company will accept responsibility for their product, answer the phone, have a manager to speak with, and address customer’s valid complaints. Not Living Spaces. They operate under new-day policies of optimize returns, minimize loss, divert customer complaints to the apology dept, then disengage and move-on. Living Spaces is like the movie, The Sting w/ Paul Newman & Robert Redford when they orchestrate scams. I would give Living Spaces a negative -10 rating. Worst of the worst. I feel so stupid that I ever walked into that store. I wish I could go...

I bought a customized everett armless condo sofa, everett square corner, chaise and RAF condo sofa on April 7th. It was delivered in May. I was so excited but then we noticed the couches were sinking. I had a warranty so I called and that's when the problems started. I have been on phone passed around from call center to call center. It took several phone calls, multiple emails to finally get a third party vendor to come and look at my couches.

Both of my couches are missing the foam in the bottom of the couches that helps them not sink. This report was sent it in to Living Spaces but they did not act on the report until I called to find out what was happening. Again, I was passed around from the third party vendor to customer service and felt very dismissed and uncared for. It's extremely disappointing to me because this was our first couch, in our first home and what was supposed to be a happy time, turned out to be a huge headache.

I finally was able to get a real person on the line and they said they approved of the repairs. A box came from living spaces a couple of weeks later with no directions, no letter, just a box. In the box was a replacement cushion not the foam needed to repair the couches. The third party service person from Furniture Solutions Network came and after realizing the mistake, offered to fix the couch on the side for an additional fee. What? He ended up replacing a new sofa cushion with a new sofa cushion and left.

I went in person to Living Spaces that day very upset and after speaking to three different people, I was told they'd have to do research to see what the issue was. Again, numerous calls and emails with no solution to my problem which is a defective couch that they said they could not just return without another investigation. As someone in the service industry, I always try to be kind and meet the customer where they are at. I have not been rude to any of the staff because it's not their fault but why do I feel like I have to be rude to get things done? That's not good customer service.

It's been two months since I've reported this issue and I'm still waiting to get my couch fixed. They won't come and pick it up, won't replace it and it's beyond frustrating. I don't know if all Living Spaces are like this but the Van Nuys location has been the absolute worst. I wouldn't buy another thing from this store or any Living Spaces...