Lovesac — Local services in Annapolis

I’m writing this review after lifting and carrying the 21 boxes up flights of stairs that our sactional arrived in. If there was an option to leave pictures I would. However, this has been the worst customer experience I have ever had when it comes to such a major purchase. Though our sales associates Alexandra was pleasant and very knowledgeable, she did nothing to prepare us for the nightmare delivery we experienced. First we received notification that our sactional was on the way and would arrive the next day on Friday 9/11/20. We learned that the 21 packages would be delivered via FedEx with no actually time slot, but that it would arrive by the end of the day. We live in Washington, DC in a pretty trafficked neighborhood. Per FedEx, we also learned that the delivery drivers would leave the packages at the door if no one was home. We understood that we need to be be there. The caveat is we are having our home remodeled and aren’t living there currently, so we waited in the driveway in our car. To no avail, FedEx never showed up. We waited from 8AM until 10PM. We signed up for all the notifications possible from FedEx. At around 3AM they changed the status of our delivery from out for delivery to it would be delivered on Monday. On Monday 9/14, again we altered our schedules and waited the entire day for our sactional to arrive. It never arrived. On Tuesday 9/15 we received three of the 21 packages. I spoke with the FedEx delivery driver who said with a smug grin “your waiting on about 18 more packages, right?” I confirmed, and he said “well they might not get delivered until late tonight or tomorrow” and then he left. We again waited until 10PM in our car hoping the delivery would arrive, we saw several FedEx trucks, but no delivery for us. The next day (Today) 9/16/20, both my wife and I had work to complete that didn’t allow us to wait in front of the house for a the delivery. However, we signed up for the FedEx alerts and expected some sort of notification that our packages would be in route so we could meet the driver at the house and take in our packages. We never received notification from FedEx. Our neighbors called us around 12 noon and said FedEx had dropped off the 18 packages and left them piled in our drive way and across the yard. 😡 - When I called the LoveSac store and spoke with the assistant manager named Nina who informed me that our sales associated was out and wouldn’t be in the entire week. I told her about our experience and her only consolation was that they have 60 day return policy if we’re not satisfied. Wow... we spend damn near $10k on this couch and that’s all we get? I asked why there wasn’t any offering of white glove service and she informed me that they discontinued that practice due to COVID. That’s really unacceptable considering we still paid the same amount for the sactional regardless. As a Black person this feels the same as telling us we had to go to the backdoor for service. I read the raving reviews and no one else spoke about this happening to them, I’m wondering why it happened to us. It’s as if our money’s value wasn’t the same as others. This is unacceptable to say the least, and disrespectful at best. I would never recommend LoveSac to anyone and will never purchase anything else from them. We were sold on this being a unit that would grow with our family. Well after this experience, if we don’t return the whole thing and get refunded, we certainly will never shop...

My first reaction was, to be honest, yuck. A young lady who lives with us bought a love sac. She spent $600 and the item took about a month longer to arrive than promised, then the filling for the sac was not enough. We resolved that problem with some pictures and they sent more filling. It still isn’t enough to make it function like the sac in the store, but it’s just not worth the hassle.

I went back to the store to purchase a sactional and the process took more than 3 hours, and that is after receiving a quote by phone! Not only was I quoted an inaccurate price, but the process was agony. I have purchased a car in less time.

Then, the sactional arrives at my home. We were SO excited. My three 19 year olds were with me the day of purchase, the day I picked the number of sides and seats, the fabric etc. we get the sactional set up, start enjoying our new sofa, and within a week there was a snag in the fabric. I wait another week to see if it was just a fluke, and two more pulls happen.

I email the store and an associate emails me back and tells me my fabric choice was one for people who only use their sofa OCCASIONALLY! What!? A $4000 sofa that has a lifetime warranty? They saw my three teens with me the day I bought it. I told them I had two small dogs.

The next day, I called to talk to a store manager, Candace. God bless, Candace. She was the first person in the store that made this transaction simple. She shared that I never should have been offered the fabric I bought based on my lifestyle and who would be using the sofa. She then offered me a free swap and told me to come in and pick a new fabric. That moment, she ordered a new cover for free, told me she would call the day before it arrives so I can take off the existing covers and not be cover less for a week.

If you ever purchase from this location, make sure you disclose your family needs, usage, and if the salesperson isn’t fully knowledgeable, get Candace!

The product is wonderful, but the store needs people who know what...

My husband and I applied for the lovesac credit card and were instantly approved for our purchase but then had to jump through hoops to actually use it.

Even though the approval said able to use instantly, this was not the case — well easily I should say. I never received a confirmation email or anything from the bank even indicating that anything actually processed for my CC, so I had no card number. After 5 phone calls back and forth between the lovesac reps ( who ever I spoke to was awesome and super helpful & apologetic - I just cannot remember his name ), and the bank who the CC is from, I finally was left with the only options of waiting for my card to come in the mail 1 week later to make my purchase or go into a lovesac store to make my purchase. Apparently, even if you can confirm your identify over the phone through SSN, address, DOB etc it’s not enough ... BUT!! If you go into the store and the sales rep calls the bank on your behalf to ask for your CC information, they can give it to THEM, but not YOU THE CARD HOLDER!

My husband and I were under a time crunch for new furniture so we had to drive an hour away to Annapolis in order to complete our purchase - with a 6month old hangry witching hour baby (not ideal).

Awhanna, is an angel and she made this SOOO EASY & stress free!!! I cannot thank her enough. Within 30 minutes we were processed & ordered and 2 days later we have our shipping notification!! We were told 1-2 weeks for delivery but the tracking is saying it’s less than a week. Amazing.

Moral of the story - whoever the Lovesac rep is I spoke with on the phone , thank you! Awhanna, thank you! ( give this girl a bonus/raise ). The customer service from Lovesac really made this otherwise painful process to place an order using the CC somewhat pleasant.

The bank however - do better. Also - still haven’t gotten any type of documentation regarding our account through them via email nor mail and it’s been 5 business...