Lovesac — Attraction in Town of Guilderland

A casual trip to the mall turned into one of the best experiences I’ve had in a long time! My husband and I have been couch shopping for a few years now after having our current couch for six, moving in to a new house, and adding a little one to the mix. However, I’m very meticulous and it was important to me to have something that fits our space well along with something that feels modern and clean. We decided we wanted a sectional and it had to be one where the ottoman moved to either side. I fell in love with a couch from West Elm but wouldn’t pull the trigger because of the price tag plus shipping costs. It just didn’t seem worth it, especially with a little jumping all around and spilling things left and right. Any how, walking through the mall, we saw lovesac and decided to stop in. From the moment of entry, the staff was welcoming, inviting, lively, and enthusiastic to show us the furniture in the showroom. This alone made me excited to know more! We were greeted by Tomoya and Alex who led us to the block configuration table to show us how interchangeable the lovesac really is. Intrigued, I kept listening. I’m naturally inquisitive, but I didn’t have to ask a lot of questions because Tomoya and Alex were very knowledgeable about the products in the showroom and did not hesitate to display to us the durability and functionality of the lovesac. When I asked the cost, neither shyed(?) away from giving me direct numbers. I didn’t feel baited to learn more before being given prices and honestly I was sold when they said it was washable! The genetleman pulled out almost every gray fabric available for me to see, feel, and explore without making me feel like I was being a bother to them. My husband was very impressed and voiced his desire to have the lovesac when he saw all of the different features. They were really excited to help! After our first visit, we were given some homework and we returned twice with follow up questions where we met Autumn the store manager who was equally as enthusiastic as the guys, eager to help, and full of conversation which for me is great because I’m a conversationalist! Autumn also shared pros and cons about the different fabrics I was considering.

This group of individuals are a great team! I’ve worked in sales and one of the things that I admire is that the team worked together with everyone that entered the store and no one seemed to NEED to get credit. They all worked together but still continued to acknowledge that Tomoya was my “lovesac representative” if I can call him that...lol.

If you’re wondering, this is in fact a LARGE purchase and I’m not one to come up off a chunk of change, but the Crossgates Lovesac team made it easier and more comfortable by making me feel comfortable when I stopped in the store and answering ANY questions I had even when I brought in a bunch of YouTube research questions. By the time we made the purchase, I was confident that we were making a great decision for our home and I also felt like we had become Family with the Crossgates Team! I wanted to have them all over for dinner😊

We are looking forward to our lovesac delivery and we’re happy the showroom is in our area so we can go back to visit and expand our new addition to meet our needs as they arise. Thank you Autumn, Alex, and Tomoya (Team Crossgates) for all...

I purchased a lovesac sactional in Dec. 2021. We moved into our new apartment in January and got everything set up. Overall i love the concept of being able to rearrange it in different ways and it coming in multiple pieces makes it much easier to move into an apartment than trying to move a whole couch at once. My issue with the couch is the back pillows that came with it. We paid extra for the higher quality “lovesoft” fill and they have been awful. We have contacted customer service and we are currently waiting for our 3rd round of replacement pillows to try and get ones that actually feel the way they should. Customer service has advised there is a known issue with the back pillows being under filled and they are trying to make it correct however they are always on back order so it takes 6 weeks to get new ones just for them to feel the same as the ones we already have. Everyone in customer service i have dealt with has been very friendly, understanding, and willing to help however for the amount of money we paid for this couch i truly expected better quality. The pillows we have feel nothing like they did in the store, and i have gone back to the store to feel them just to make sure I’m not crazy and they are definitely not as full. The ones we have, after you sit on them for about 20 mins you can feel the back of the couch digging into your back and then your back starts hurt shortly after. Overall i don’t think i would purchase anything from this...

Not a review of the product itself - more so of the store. I found the overall experience of ordering from this store to be poor and a complete disaster. There were numerous issues with our order and although everything got fixed eventually - it took a second visit to the store to try and fix the issues and about 2 months of phone calls, texts, emails etc.. which is absolutely RIDICULOUS.

I worked with the store manager directly and it was an incredibly frustrating and disappointing experience...just terrible all around. Would not recommend.

Aside from going into the store to see fabric, layouts, and products, I would recommend going to another lovesac store, placing the order online, or calling...