Lovesac — Local services in Atlanta

My partner and I ordered a movie sac from the Lexon location almost two weeks ago. Our sale's associate Bouba was very attentive and kind during our purchasing process. He answered all the questions that we asked and helped us choose the best fabric for our family's needs. Now, we recieved the movie sac via FedEx and allowed the several days for it to breathe and grow. During this process we did not sit on it--we just fluffed, turned, and tossed it daily. Fast forward six days later and my partner sits on it and sinks to the hardwood floor! We revisit the Lexon showroom to look at their display again which is a super sac ( one step down from ours)but also super fluffy. Bouba was there again, happy and helpful like before. He informed us to contact customer service for extra foam so we did. I spoke to someone (I cannot remember her name because they don't give it when answering the phone) who validated what Bouba stated ]but in the mist for me explaining that our moviesac is flat like a pancake when sitting on it and nothing like the showroom's fluffy sac. She interrupted me to tell "oh we can send you more foam". The foam is weighed so sometimes the sacs can be slightly under or over she added. The warranty includes 20 lbs of extra foam over the lifetime of the sacs that will be dispersed in 10lbs increments.They told us to email them two pictures of the sac so they can determine how much foam to give us. As I reflected on this conversation I thought so they sell us a sac that is not nearly fluffy as the one they display in the store and I only have 20lbs of extra foam to get my sac as fluffy as I thought it would be?! Hmmmm sounds silly to me.... if the product is not right why should that be against my warranty?? I call back only to speak to Nicole supposedly a manager. Which she did not give her name when picking up the call either and I had to ask for it. I explained to her the above and that I spoke to someone earlier and our dilemma of the warranty vs the defective product. Nicole was very short and rude! She stated well it's up to up what decide to do with the sac( doesn't advocate for the product) and whatever she told you is right because she's the warranty manager regarding the amount of foam. She also stated that the showroom sacs are fluffed with extra foam for that appearance and shape basically. Hmmmm... I asked more questions regarding returning the product and she stated the facts- unconcerned and appeared to be in a rush to end the call. You can tell these people probably work from home. Now, I did call 30 minutes before they closed but never did I expect the level of customer I received from Nicole especially since Lovesac is supposed to be a premium product! The sac cost almost $900 buck for a foam sac with deficient amount of foam. I made Nicole aware that our call was being record for the lack of customer service further, she would ultimately be the reason why we return the LoveSac and why the sales associate Bouba would miss out on his commission after all the hard work he put in. My partner and I refuse to support a company where the the employees do not provide excellent customer service, respect the people and advocate for the product that keep them employed. I hope LoveSac record their conversations so that they can offer better training and fire those people that help there product...

I called the Atlanta Lovesac store to inquire about their Squattoman and asked if they happened to have one in the store. They had the item (which happened to be a return) along with the cover in the taupe color I wanted. I asked if I could receive a discount on the Squattoman because it was a used item on the floor. A sales associate said she'd have to ask a manager. A second sales associate called me back and said he had "good news." He said the manager would sell me the item for 60% off but the cover would be full price. I agreed to the terms and asked the associate if he would hold the Squattoman and the cover under my name so I could come buy them both the next day. He gladly agreed to hold them under my name. The next morning I drove 45 minutes to the Lovesac store at Lenox Square. I walked in and asked the associate (the first one I had spoken to on the phone the day before) if she could retrieve the items so I could pay for them. She looked straight at me and said she just sold the Squattoman that morning before I arrived. Then she stared at me and said nothing else. I asked to speak to the manager. He came out of his office and told me that they don't hold items. I explained that his associate had clearly told me he would hold the items under my name. He simply stared at me and said nothing else.... no apology....no effort to rectify the situation...no customer service by the manager or the two other associates standing there. Finally I asked (in a state of disbelief) if they would be kind enough to call other stores to see if the item could be found elsewhere. The manager was quick to explain that all the Lovesac stores in the country were busy that day because of their Labor Day sale and that he wouldn't be able to reach anyone on the phone. Wow. I went ahead and purchased the cover and left the store. After I recovered from this stunning absence of customer service, I returned and asked for the names of the four largest Lovesac stores outside of Atlanta. The manager said he would give me the names but he couldn't provide any phone numbers. I walked to my car and called the second store on my list and received excellent customer service from the Houston Galleria Lovesac. The Houston associate immediately arranged to have a brand new Squattoman sent to me at a discounted price and apologized for the poor treatment I received from the Atlanta store. Just be aware that there is no longer any effort to service customers at the Atlanta store. (our family was among one of the first clients in Atlanta and were not treated this way a few years ago. Things...

The guy in the store was pretty cool and helpful. He deserves 4 stars. Wish he told me my coupon was only good if I bought the covers first.

As for the purchase... 2.5 stars currently, because so far, not entirely impressed: it was still pretty expensive even after the coupon I used. I had to make sure to be home during multiple deliveries (time window was "by 8pm" both times) and I've already found scratches (at least 8 scratches, 3 of which are 2-3in long) on 3 parts straight out of the box/bag. I am struggling to unpack the rest. Just for reference, I'm 130lbs, and I am standing on pieces to do what those YouTube guys in the unpacking videos of locasac sactionals are doing in seemingly effortless motions, so if you are not very strong, prepare yourself because you'll be getting your daily exercise in and then some. It is pretty comfy once it was put together.

One additional note: if you are considering a purchase, I would be very careful with any from here. I read on some pissedconsumer website that Lovesac has discontinued lines (so no, you can't keep adding to your sactional forever like they tout), their warranty could be limited (I didn't pay attention to that part because usually I don't use that), they charge you a restocking fee if you change your mind, and according to most of those consumers, customer service is a nightmare: getting kicked off hold, canned responses, withholding information... I also suspect that if you use a coupon, they send you one of the restocked ones so technically it's lightly used when you receive it (I have 3 scratched pieces so far). So good...