Living Spaces — Attraction in Millbrae

If I could leave 0 stars - I would do so enthusiastically! 10/10 would not recommend buying from this company. Save yourself the headache. They will waste your time and money.

I went into the store and spent about two hours shopping for a couch. My partner and I finally decided on a couch, but needed to go home to measure the room to ensure it would fit comfortably. The sales person who helped me, Albert, set up the order for us so all we would have to do when we got home was pay for the order if the couch did fit the space. We get home, couch dimensions fit, we pay. The email we receive says it's going to be delivered in two weeks. Great! So two weeks goes by and on day 12 they say production of the couch is delayed another 2 weeks. Not the end of the world, but pretty annoying because at this point I had already sold my previous living room set leaving me with no furniture in my living room. So another two weeks goes by and I receive a call saying the couch is ready. YAY! - But wait, there's more. So, I call to schedule the delivery day. They tell me they would call me the next day to schedule the window of time it would be delivered. Never got the call and never got a response when I reached out. So they show up at 7am on a Sunday. I travel for work and am not home. My partner rushes over there only for them to have left 12 minutes earlier and tell him they will not turn around even though the couch is on the truck and they are still nearby. How courteous. So I call customer service. They proceed to tell me I now had to repay for the delivery service because I missed my original delivery time - mind you, the delivery time was never scheduled. So my partner has to go to the store in Millbrae- we live in SF, so this is pretty inconvenient. The customer service agent at the store was magically able to get the truck to come back the same day between 6pm - midnight. Not ideal being that he works early on Monday, but whatever. We just want the couch we paid for. So the delivery arrives around 8pm. We ordered a left arm sofa and a right side chaise. They delivered a left arm sofa and a left side chaise. How in the world it made it all the way through production without someone catching this is beyond me. So my partner refuses to sign for the chaise since it is the wrong piece. The delivery man gives him a bit of a hard time, but he has a job to do as well and this most certainly was not his fault. The delivery driver finally takes the incorrect piece back and leaves. So we then have to return to Millbrae AGAIN the next day because the customer service number is useless. We get to the store and explain to them how difficult it was to get help from the customer service line and they respond "oh yeah, they don't do anything. always just come in." - Like I have the time to just drop everything and drive over here for their mistakes. Cool. The in person staff were nice enough, but did absolutely nothing to accommodate such a big mistake the sales rep Albert had made. As I was explaining what had happened to the manager, he repeatedly spoke over me and dismissed what I had to say. I called him out and "please, you go ahead" - which I guess was his first recognition of him even treating me in such a way. He tells me to go ahead and say what I have to say. Thanks for the permission to let me speak. Extremely condescending and awful management. The staff had to send the right side chaise into production and said it would be expedited. That was a cute little lie. So anyways, two months later, we received the whole couch while getting no reimbursement, no store credit, and nothing more than an "I am sorry this happened" from Living Spaces for the huge mistake, untimely manufacturing, and complete disrespect. Do yourself a favor and just spend the extra money on a more...

Great displays, friendly and knowledgeable staff.

Update: the sale was the only thing that went right with this order. Customer service has completed destroyed our positive image of Living Spaces. Tl:dr - if you want to know what bad customer service is, get told they'll call you back, never get called, not get your issue resolved, go buy a custom couch from Living Spaces.

We were notified that our couch was ready for delivery but they couldn't locate 2 of the 3 pieces in their warehouse. So they were going to deliver one part of our couch, which we agreed to. A few hours pass, my wife a hole underneath the couch and this wasn't acceptable. That night we called customer service. They said let's order you an exchange. But wait, the fabric for your couch is out of stock. We asked can you just replace the bottom fabric which is standard on all couches, so we don't have to wait again? They said warranty department will contact within 48 hours, which did not happen. We ended up calling a week later to customer service for an update. The service rep said we should have accepted delivery because most likely our damaged portion of the couch has been sold at the store on clearance, this is why I was trying to talk to them asap. then we explained our situation and she said she would contact the warehouse, which apparently she couldn't get a hold of anyone. This would happen several more times during this horrible experience, as no one in the warehouse picks a phone up. then she tells us that it's most likely that it hasn't been sold even though she told us it already has been sold probably. She said she would get back to us Monday as it was late Friday.

We did not get a call on Monday. So we gave her some time and then we called on Wednesday and no one picked up, we left a voicemail. And did so again the same day, no response, no answer. We called Friday morning, no answer, left another voicemail. We called the mainline to find another person and got another person who contacted our original point of contact, strange. She picked up her call but none of ours. Nice job customer service. She then told us that they couldn't get a hold of the warehouse and suggested that we just reorder the couch. We do not want to wait another 2+ months for the fabric to be in stock and for the couch to be re-made. My wife said "how can you not get a hold of an entire warehouse of employees that work for your company?!? That is utterly ridiculous and an unacceptable excuse. There has to be a way of contacting them. How about a manager or something? I work at a law firm, what if I told a client that I can't get a hold of the attorney and you should appear in court on your own? That would not fly at any business." She finally put in a request for a manager to contact me back within 24 hrs. Which again did not happen. Although we received an email stating that our couch was ready for delivery. So still no call back but I guess they miraculously managed to get a hold of the warehouse. Couch finally arrives today and there is a piece of fabric glued on over the hole. They did not replace the whole piece, did not ask me if this was acceptable. So I paid full price for a "refurbished" piece. Which the glued on piece is actually already falling off before they brought it in the door. Will call them again in the morning, because we were told to accept delivery and they would...

I don't even know where to begin...2 weeks ago we purchased a sofa that was supposed to be delivered today. At the time of our purchase we were told the sofa was available by the woman that assisted us with the order. I thought it was strange that she told as one sofa was in stock because a prior employee told us it was back ordered, but she said the prior employee didn't know what he was talking about. She even suggested we finance the couch at 0% for 12 months so we thought it was a great deal. I never take store credit but in this case I made an exception even though I knew that doing so would lower my credit score slightly since its a hard credit pull, but I figured at the time it was a good deal because I was expecting to receive my sofa yesterday and pay it off in 12 months. Fast forward to the day of our delivery date, both my husband and I receive texts, phone calls, and emails two days and the day prior of our delivery date confirming our delivery and were even given a time frame. We took the day off from work to wait for the delivery and waited the entire delivery hour window and no show. No phone call from the company either. So we call the customer service line and we find out there was no delivery scheduled for that date. What?!! Unbelievable! How is that even possible?! And then we are told the sofa is no longer available and we will have to wait until the end of May!!! Incredible!! And for the inconvenience they can only grant as 10% discount. Ridiculous! So we go to the store in Millbrae where we purchased the sofa and we are told by all the managers we spoke to there was nothing they could do besides give us a 10% discount and exchange the sofa for another one that could be delivered sooner. We looked around and found out that the majority of their inventory that came close to our price range or style was not available or had a long delivery time frame. All they could do was apologize and direct us to another person to help us. We spoke to approximately 5 employees with 3 of them being managers. The sales team attempted to help us find a replacement and for that I give this place a 1 star! Otherwise I would give them a negative 5 stars! We spent almost 3 hours of our time in the store dealing with this with no further resolution, in addition to spending our entire day at home waiting for our sofa. We ended up having to cancel our order at the end, with no sofa and a hard pull on my credit report. By far, this is the most HORRIBLE experience Ive encountered at any furniture store!!! BEWARE of purchasing from this store!!! I DO NOT RECOMMEND it!!!! Save your money and time and go...