Living Spaces — Attraction in Rancho Cucamonga

Unfortunately I have had the worst customer service of my life with Living Spaces. I painstakingly went for a couple of days ensuring that what I was purchasing was what I wanted. Once I decided to purchase, I then had in-depth conversations about the timing of the delivery. I have a very busy schedule, and I was already unsatisfied with their next available option for my delivery. I ended up having to wait a little over a week to have my purchase delivered. While in the store I was also encouraged to purchase a higher quality mattress which would qualify me for FULL SERVICE delivery. Well when the day of my delivery arrives, I ended up finding out that I would NOT be receiving FULL SERVICE because my order had been entered wrong, and that they would be dropping off these huge boxes and couldn’t even move them past the first floor. At this point I’m receiving a lot of push back, making me aware of the fact that there is no room for them to deliver my furniture because of their policy. Dispatch has to finish the other deliveries, get my stuff back to the warehouse and some other madness that has nothing to do with me, since the mistake was made on their end. I spoke to a couple of managers, one in particular who showed very little compassion or accountability for what was happening to me. I ended up going into the store and speaking to another manager, who explained how dispatch works and where I was informed that he would “try to email” dispatch (there is no number for them to call and expedite a mistake made by them) to send them back to deliver my furniture. After a long conversation of me insisting and demanding, that there is no way I would be able to be available to have it done going into the next week. I leave the store, and get a call back saying they would deliver the next day which was Sunday, my sister was here from out of town to help me. Our whole weekend was shot, dealing with all of this. The delivery guys show up, and they were very efficient. I was happy with the service they provided. HOWEVER the next day, I realize the chest that I purchased, the clasp will not stay closed so essentially it’s BROKEN. I’m writing this review as I sit and wait for a repair person. They offered to replace it, and honestly that is what I would have preferred. I can’t even dream of the process of having to schedule a replacement, and move this chest to replace it as it is heavy. I just couldn’t trust that process to be seamless, I get anxiety just thinking of it. Moving along I made a request to have the manager of the managers call me. He ended up offering me a mattress protector that I need. He tells me he would put in a store credit for it and someone would be in touch. A couple days later, someone calls me to confirm, then informs me that it will be about TEN days before it is delivered, and that I can NOT pick it up at the store which is about TEN minutes from my house. There are so many details that all came together to compound the awful experience that I had, too many to include in this review. I’m deeply disappointed, and unsatisfied with 90 percent of this whole ordeal that started Nov 28th and it is now Dec 15th. I had to purchase a water proof mattress protector, just in case because I was told if anything spilled on it it would void my warranty for the mattress, I would hate for that to happen, while I wait another 10 days for the one they are sending as a gesture of apology for the huge inconvenience and mistake they made. I’m also very upset that I have a Living Spaces credit card that I will ABSOLUTELY never use again! I absolutely have been drained emotionally by the experience, when the purchase of anything should be a great experience.

As I was writing this, the repair person arrived and told me the chest needs parts and it’s a manufacturers defect, that this should have been caught in the warehouse, so now I have to call and continue with the saga of having this issue reconciled. Living Spaces is...

We used to love Living Spaces but it seems like they have lost the story on being a customer-driven organization. We bought a couch there in 2022 that broke from normal wear. Thankfully (we THOUGHT), we purchased an extended warranty from Living Spaces (really, their vendor Uniters/Care Free/Whatever Name They Change). We reported the issue mid-November. They ordered a part and made us wait six weeks before it got here (slow boat from China) and then a repair person was deployed. But he immediately assessed that what they ordered was insufficient. So, he ordered the other part he needed to fix the couch was had a broken motor and was sagging from wear of just two years.

SIX MONTHS LATER, we're no closer to a resolution. We've called again and again - the warranty company didn't care, they said, "Keep waiting!" And then, out of the blue, we get a notice that the repair guy is coming. He kept pushing his arrival later and later into the night...he finally came to us at almost 10 pm. But we had waited so long, we didn't care. He shows up and says, "where's the part?" We thought he had it and that's why they finally booked him to come out. But no, just another failure by the warranty idiots. I called and they were no help, just said the part was 'in transit' - although it should have reached Mars by now.

So, I called Living Spaces. They sold us the warranty - I felt they should do something and just replace the couch at this point. Their regular customer service staff couldn't care less about the situation (although she robotically said 'we care'), so I demanded a manager over her idiotic insistence that 'the manager can't do anything more!' When I spoke to a manager, he apologized, SEEMED to show some level of empathy that was lacking entirely with the front-line staffer, and he promised he'd look into it and get us an update within 24-48 hours. He kept me waiting a long time while he consulted with other managers, so I hoped this would make a difference (spoiler alert: Apparently not - he was probably going out for a smoke) And he said, "If they do not respond in an acceptable way, I will make sure we act to make this right." Strong words, and I felt confident he was working hard to resolve things. What an optimist I am. He was full of it.

I called two days later (48 hours, right?) and NOTHING. He hadn't even escalated it. I had to almost yell at another feckless manager to get them to escalate it. I said get me an update by end of the day - and it better be some action from the warranty company, not just 'NOTHING YET!' Well, nothing yet was the response. I called back the next day - 'nothing yet' and they said wait 72 hours and call. So, I did - and 'NOTHING YET' was again the update. Mind you, I had to press these buffoons to get anything out of them because they're programmed to avoid any kind of useful response. They kept blaming the warranty company and just told us to call them. No responsibility, no interest in helping at all. No empathy and nothing resembling good service.

Even their phone system is broken well beyond belief - calls to the warranty option just hangs up on you. I've reported this to them thrice, but it keeps going. So, we called AGAIN today and AGAIN, we're told to wait 24-48 hours. I guess their game is that you never know WHAT 24-48 hours they mean. Perhaps something next year? Next decade? Living Spaces is a bad joke of a company. How do they survive?

So, we have a broken couch with no updates, no help, and no responsibility from these charlatans at Living Spaces. The inclination to just lie and do nothing seems like it comes from a modern lack of concern for basic service. I sure miss when companies care.

Oh well, we're going to just have to sue them. We've drafted a letter for the Better Business Bureau and we'll be writing to local papers in hopes they will report on the nightmare that you will go through if you buy from this...

I love this store because upon entering the store, I was actually greeted by a store representative. My reason for visiting the Rancho store was to specifically purchase items that I looked at when visiting the Monrovia store. After walking into this beautifully spacious showroom, I interrupted a training session at the front counter; the manager or supervisor and new employee. The manager immediately acknowledged me and asked me how he could be of assistance and responded to my request. A sales person immediately came up to the front of the store. She greeted and was happy to help me with my request. The treatment at this store was extremely different from the reception that I received at the Monrovia Store. I actually visited the Monrovia store THREE times. The first time I visited the Monrovia store, after about 50 minutes of walking around; with absolutely no one in the store, a store representative finally greeted me. The second time I visited the Monrovia store, I spent another 50 mins walking around and had to actually ask a sales person for help. The third time I visited the Monrovia store, I walked around for an hour. No one asked me if I wanted any help and after asking the manager for a business card so that I can call over the phone to purchase an item, he had the audacity to tell me that if I called over the phone to order any product to mention the Monrovia store; hence my reason for being impressed with the Rancho Cucamonga Store. My sales helper Linda provided to me an excellent customer experience. She was extremely personable and caring. She helped me find a beautiful alternative coffee table because the one I wanted was not in stock, and I loved another item she showed me which was not on my list. I was treated with exceptional customer service even after I changed my mind about a purchase that I made after processing the payment for all my purchases. Both her and the manager were gracious and accommodating with my exchange. I felt like they really wanted me to be happy with my selections and really appreciated my business. I really appreciate both of them because I am very happy with my final selections. The only feedback that I would give to any new first time buyer in a store such as this, is to ensure that your are satisfied with your selections before you make a purchase, because apparently there is an issue with exchanging items after creating a receipt. I gave a 5 star because I was treated exceptionally well, with respect, and great customer service. Because I was unaware of furniture store policy, I did not want to discount the experience I received in...