Living Spaces — Attraction in San Antonio

I had a very negative experience with Living Spaces. I ordered a custom loveseat that arrived defective. The couch I received was hard, uncomfortable, and missing padding. Padding was missing from my couch in several locations, and over 2 inches of padding were missing in some areas, which drastically affected the comfortability of my couch. It was physically painful to sit on, which was not at all my experience sitting on the showroom couch many times. I contacted Living Spaces customer service about the issue, and they said that I needed to open a warranty claim and have a technician come out to see the couch. I complied with all of their requests, the technician came out and stated that the couch would be fixed or replaced for me, and then Living Spaces denied my warranty claim anyway saying that they do not have to comply with what the technician thinks is needed. This resulted in 4 weeks of calling customer service attempting to get help, going to the store several times to speak with employees, submitting a Better Business Bureau claim, and submitting a claim with the Texas Attorney General. Living Spaces claimed that their policy states that up to 3" of missing padding is within permissible limits for custom pieces, which was never disclosed to me. I read my entire customer service agreement, their warranty and special orders policies on the website, and my custom order receipt terms and conditions, and nowhere was this 3" limit disclosed to me. I requested a copy of this policy along with my acknowledgment of it on several occasions, but was denied my request because these are "internal documents." Finally after exhausting all other options, I called my bank to initiate a dispute on the credit card charge. My bank said that Living Spaces was violating the Visa cardholder agreement by providing a product that does not reflect the showroom piece. They also stated that Living Spaces had directed me into a warranty process that was doomed to fail, because a defective piece is not a warranty issue, but should instead be a return. After this conversation, I rescinded my claim to a warranty and asked Living Spaces to pick up my couch and give me a refund. Even though Living Spaces states that custom pieces are not returnable, within 1 hour, Living Spaces replied and agreed to return the item. I still had to call customer service and email several times to get the correct refund (they attempted to charge me for delivery). After 6 weeks of trying, I finally got my refund. While the store employees were friendly, I have never had such a negative experience when making a purchase. Living Spaces attempted to gaslight me into believing that I was not experiencing the problems with my couch that I thought I was experiencing. Living Spaces intentionally directs you into a warranty claim process when you have a complaint, while not telling you that there are other options or that by starting the warranty process, you are declining other options. I can see why there are not tons of negative reviews online for Living Spaces or their products now. People get lost in the frustration of the warranty claims process, then get discouraged and give up. I have attached copies of emails between my husband and customer service (these are only some of the emails...unfortunately many were needed), as well as my measurements of my own couch and the showroom couch (the brown/beige couch pictures are the showroom couch vs. the cream couch pictures which are the couch I received). I loved the showroom couch, but will never purchase from Living Spaces again. No customer should be treated with so much disrespect and subjected to deception and poor...

I wish there was another alternative or option. We purchased a custom built sectional from Living Spaces 1.5 years ago. We purchased the extended 5 year warranty as well. As a reputable company and prestige quality listed by others we were very excited to purchase not just the sectional, but also furnish 2 homes with over 15k in furniture from Living Spaces. Shortly after only having the sectional for 1 year we noticed on the chaise portion of the sectional the seams starting to separate on the cushion cover. Within 2 weeks of noticing, the seam separation quickly became a hole along with all of the other cushions seams separating. As directed I quickly submitted a claim for our covers to be repaired as we were thought to believe the “warranty” would repair the low quality of the fabric. The policy states you must report damage within 60 days of occurrence. Shortly after filing the claim it was quickly denied stating “excessive damage not reported in a timely manner.” The damage was reported well within the 60 days of noticing the damages. I then filed a dispute as directed by their own representatives. The dispute was then declined due to a NEW reason. I then filed a dispute for them to deny AGAIN with a WHOLE OTHER REASON. On a recorded line I was advised, “this is a common occurrence they don’t cover due to the covers often being made too tight.”

We loved our sectional so much first received and have done nothing but provide applicable care as it was only in our home for barely 1 year. Their warranty and corporate made the determination this was “normal” wear and tear, and would not be covered due to not a 1 time accidental occurrence.

I have made 6 attempts to reason with Living Spaces how can this possibly be “normal” wear and tear as this sectional is barely 1 year old. Also, would this not be SUFFICE evidence as a product or factory defect due to ALL of the cushion covers separating at the seams. Photos included in post. The only repossessed received have been “I’m sorry your sofa is falling apart. We unfortunately cannot help.”

Not only is our sectional of 1.5 years old separating, but the sectional also custom built for a 2nd home ALSO separating that was just built and delivered of January of 2024. This sectional also has different fabric and sizing.

If this is the true quality of their product and the type of service provided to repeat customers, I question the pricing versus quality being provided. I am hoping this provides insight on what the company is not sharing, or other experiences of similar nature. I am happy to share any receipts, screenshots of all correspondence, and any other documentation. We do love our sectional and just hope there...

Buyer beware, as Living Spaces will push their mistakes off on to the customer. My wife and I were shopping for a new couch and found one at Living Spaces. It was one of their modular couches and required a sales agent to write up the order with the options. First warning we should have had was the sales staff stating she was from the design studio area and didn't do floor sales very often. We went through the process and were sitting on the floor model of the couch we were buying with the only change being a different fabric and swapping the chaise from left to right. Simple. We put in the order, we explicitly said we wanted the couch we were sitting on and the sales supervisor in his silly bowtie signed off on it. We waited and the couch arrives and its instantly apparent something is wrong. We initially blamed ourselves that we had chosen the wrong options and went back to the store to see what options were available to rectify it. We walked into the store and suddenly realized we hadn't made a mistake. The floor model was till there, in the exact configuration we had asked for. The difference was the sales agent had circled the wrong piece on the form. It was not the piece we were sitting on, it was not the piece that was on the floor model. It was an entirely different and smaller sofa section. The picture on the order sheet for the two pieces is exactly the same and we would have had to physically measure the couch we were sitting on and compare it to the sheet to have corrected the sales agent. The sales agent we spoke to on our return said that it happens and that it wasn't our fault but that Living Spaces would most likely not fix the issue. We escalated it anyways so the situation could be reviewed in hopes that we could receive what we asked for. We were notified the following week that both the sales agent and sales supervisor had said we had specifically ordered the smaller piece. This is a lie. We confirmed with both the agent and supervisor that we were ordering the couch we were sitting on and are now facing the repercussions of a sales team that can't even write up an order correctly when sitting on that exact piece of furniture. I would not trust the sales staff at all and verify each piece and measurement, even if you have to actively measure it there in the store.

Update: We did not have luck with the store but corporate reached out and did make things right and we got the piece exchanged. I really appreciate the time and effort Living Spaces puts into following up with the reviews...