Living Spaces — Attraction in San Diego

My mom wanted to purchase new furniture. We tried Wayfair and were displeased so we finally decided to splurge on what we thought was higher quality and full service (delivery/assembly). We selected a bedroom set and living room furniture. The pieces were ready for delivery on separate dates. The first pieces to arrive were the dresser and wardrobe. They arrived in absolutely horrific condition. They were scratched, scuffed, and covered in dirt and hand prints. Inside the drawers it was rough, contained debri, and the label had been pulled off and torn in half. The knobs were so badly damaged you could see the metal color through the missing paint and they would spin as though they were stripped inside. The drawers and door did not close evenly. We called customer service and spoke to Jennifer Whitman who was shocked and said she could even tell how bad they were from the photos. She explained how this is a private company and the owner has higher standards than this and he would be disappointed. She told me she would make it right, emailed me and said I could contact her directly with any issues. Later we did receive these pieces again though they were still damaged. We received a loveseat and chair. I emailed her to ask if we could exchange the loveseat for the larger sofa and add the protection plan to two pieces. She sent a payment link and I paid for the difference. I then asked to confirm we had the protection plan on both and she said she needed to send another payment link to add it. That was the last time I would ever hear from her and she never responded to my future attempts to email or leave a voicemail for her. She lied to us about the protection plan coverage and also about the process to repair the second set of bedroom furniture. The second, larger sofa, was still too small for our needs. These items were not in the store to see and only available online so it was difficult to tell from photos how they would work. Ater many frustrating calls we were able to return these items. The entire process was difficult, the customer service people all give you different information, they are rude, and the updated invoices are extremely confusing. We were told the refund would go back to the Synchrony financing but it never appeared. When we called back about this they said that it would take two billing cycles. We continued to question it because why should we pay interest for two cycles on items that were returned. They finally discovered that the money was being held in a store credit, less a restocking fee. The refund then appeared much faster than two cycles. We are still waiting for all of our furniture repairs to be completed. It is incredibly frustrating to have brand new expensive furniture that is imperfect and needs repair. I emailed the CEO's email address and received a generic response promising a follow up call or email. No one ever called. We never wanted to deal with this company ever again but we still needed a sofa, we had the $180 restocking fee we were told could be applied to another purchase, and this store was the closest to my house. We reluctantly went back. We actually found a sofa and were ready to purchase if we could put some of the cost back on the synchrony card. Well, they told us that the refunds were still not processed. I asked about using a different card and then coming back to refund and charge the Synchrony once it processed and was told no. The sales person was eager to sell to us and said it was in stock and could be delivered tomorrow. But I said I guess we have to wait these two cycles even though we can see the refunds and available credit on our end. Then the man at the cash register said we could not get the credit for the restocking fee because it had been more than 7 days since the return. I am pretty sure we were there on day 8 or 9. No one ever told us that there was a time limit to use funds they kept for a return. Unbelievable! More time out of my busy life wasted on this company, but I guess at least they saved me from spending...

...UPDATE... After reaching out to the CEO, he actually stands by what he believes. He made the situation right, and sent a special delivery truck to my house. I'm glad that upper management still stands by their message. As for middle management, just my opinion, but I think they'd do good with a bit more customer service training. It's sad I had to jump over so many heads to get something done. In the end, I'm happy with the actual furniture. It's actually good quality. I will be shopping there again in the future, I don't expect to have the same issues next time. ...UPDATE...

I've been waiting for 6 weeks for my order to be complete. After my initial order was delivered, incorrectly, I was told by Nick at customer service that we were unable to return the order. The salesman had told us to refuse the order if it was incorrect.

Nick was extremely rude and condescending to my wife and I while on the phone with him. I'm extremely disappointed in how the customer service representative treats people.

After that interaction, we were told that what was delivered that day was what we ordered. We ordered a bed that had drawers under it, and one of the sets of drawers wasn't on the truck. That and a chest of drawers. That was the reason we initially refused the order. Nick told me that the bed was only ordered with one set of drawers, not two. That was not correct at all. We ordered the exact set up as what was on the showroom floor. He offered a discount, I told him that I'm not going to pay any more for something I already ordered.

They finally said they'd comp the other drawer, which was supposed to be the way it was ordered in the first place. After that, Nick says that the rest of the order will be delivered the following week. I was extremely upset at how he treated my wife and I, and I went into the store, because calling the store isn't an option, which is extremely frustrating.

We live an hour away from the store. After visiting the store, the representative there told me that the entire order was messed up and there wasn't any more chest of drawers in stock and I could have a floor model delivered. I agreed to that. So, this past weekend, the delivery driver brings the drawers for the bed, but not the chest of drawers which was on his manifest to be delivered.

Again, my wife and I travel an hour to the store to see where the item was and to just pick it up. We were told that the item was brought to Los Angeles. This entire exchange has me wondering who's able to fix it or at least make it right.

Fast forward to this weekend, I get a call saying the truck is too big for my order to be delivered, it will be another week. Id be amazed a If this actually happens.

I've contacted the general manager 2 times via email, and have heard nothing from him. It's really sad to see a business treat people like this. Go read my reviews, I rarely leave bad ones. Only when I'm at my whits end, like with this company.

It's been 6 weeks since we ordered the furniture and I still don't have it all. This is unacceptable. If you're looking for for furniture, I'd shop somewhere else. I've been going to Mor for the last 15 years and never had this much trouble. I'm regretting trying out Living Spaces. Everything from customer service to the way they treat their customers is downright...

Promises made. Promises broken. SO disappointed in Living Spaces. My wife and I purchased a sofa from the San Diego store weeks ago, assured by their associates that we'd receive a call to schedule delivery between 11/24–12/1, with delivery happening no later than 12/8. It’s now 12/3, and crickets. Not a single update.

We explicitly shared concerns about overpromised delivery timelines (having been burned by other furniture companies before). Multiple employees confidently told us, "No worries—you’ll have it by late November...12/8 at the very latest!" Now? It’s looking like they were rehearsing lines for a local theater show.

I’ve called FOUR TIMES about this order. Fun fact: Living Spaces stores don’t have phone numbers, so you’re funneled into their third-party call center, where the reps are either uninformed or operating under an anti-customer-service policy. Each call lasts hours (yes, plural)—most of it spent on hold—only to be told they don't have an update.

In the meantime, my living room is now a sofa-less wasteland of despair, a sad, barren space that cannot accommodate guests or relaxation. The only thing missing is a tumbleweed rolling by.

I’m leaving this one-star review in hopes of catching someone's attention who can ACTUALLY help. I’d give zero stars if it were an option.

UPDATE REPLYING TO THE OWNER'S RESPONSE ON 12/4/24

Thank you for responding and acknowledging the issues with communication and delays. Unfortunately, I already reached out to the email address you suggested (socialmedia@livingspaces.com). For context, here’s the response I received from Jocelyn N.: Thank you for reaching out to us and sharing your experience with us. We apologize for the unpleasant experience you encountered with the unexpected delay with the special ordered sectional. Yes, I understand that your original date was 11/24–12/1. Please understand that the date is subject to change; it is estimated to be shipped to us from the manufacturer on 12/9, and then it takes about a week to be received. I am sorry for the delay. I can keep you updated once it has been shipped, and then I can advise what the new estimated delivery date will be. I am sorry for the delay. Thank you for your patience.

Kind regards, Jocelyn N. This response essentially repeats the same delays and vague timelines I’ve already heard. It doesn’t offer any resolution or attempt to expedite the process despite the significant inconvenience this has caused—especially since we’re hosting Christmas and need the sofa urgently.

When we purchased the sofa, we made it clear to the store associates that we’re hosting Christmas for our families this year. Our living room is central to our apartment, and without the sofa, there’s nowhere for our family members to sit. This delay has created a great deal of stress—we are now faced with potentially renting a separate location to host Christmas or purchasing a temporary sofa just to accommodate our guests. Either option would involve significant unforeseen costs directly resulting from this delay.

I would greatly appreciate it if someone could provide a more actionable plan to resolve this situation quickly, as the delays and lack of accountability so far have been extremely...