Living Spaces — Local services in Cibolo

Title: A Cautionary Tale of Missed Opportunity and Mismanagement at Living Spaces San Antonio

Let me begin by saying this review is written not out of bitterness, but out of deep disappointment—and with the hope that someone in leadership at Living Spaces takes the time to listen.

My wife and I have been loyal Living Spaces customers. We previously purchased a full dining set, living room furniture, and a mattress from the San Francisco location and had nothing but praise for the excellent customer service we received. That experience is what led us to remain within the Living Spaces ecosystem after relocating to Texas to purchase a new home.

Recently, we decided to expand our original dining set by purchasing additional chairs to match the ones from our San Francisco set. After calling Living Spaces customer service, we were directed to the San Antonio location—over 1 hour and 45 minutes from our new home in Georgetown, Texas. While the distance was considerable, we felt confident making the trip based on the service we previously received.

Upon arriving, we were warmly greeted by the associate at the service desk, who confirmed the chairs were in stock. So far, so good. However, what happened next was unexpected and frankly disappointing.

After some initial confusion on the floor, we were told that the chairs could not be sold individually—they were only available as part of a bundled set with a table. This was never communicated during our call with customer service, and it left us confused.

We asked to speak with a manager to better understand our options. The clerk informed us that the General Manager was "in a meeting" and would be out shortly. Instead, we were met by a supervisor, Evelyn, who politely informed us that the General Manager Miguel would not be coming out at all—nor would the policy be changing.

Let that sink in: A customer drove nearly two hours, under the assumption that this product was available, and the General Manager refused to so much as speak with us, despite being in the building. No eye contact. No conversation. No attempt at empathy. Just a hard “No.”

To Evelyn’s credit, she was courteous, but dismissive. But this was not a policy issue—it was a leadership failure.

Let’s unpack what could have been done differently, even under the current policy:

Leadership Engagement: At a minimum, a General Manager should have the situational awareness to address a dissatisfied customer, especially one who drove long-distance based on information provided by Living Spaces’ own staff.

Proactive Alternatives: Why was there no effort to offer alternative chair options that might match the original set? No catalog search? No attempt to escalate internally?

Communication Channels: The inability to call a store directly is a major flaw in the customer journey. Customers deserve clarity before making time-intensive decisions.

Accountability for Misinformation: If corporate customer service provides inaccurate guidance, shouldn't the local team have some autonomy—or at least courtesy—to remedy that?

We walked in as return customers ready to purchase, and left not just empty-handed—but disillusioned. My wife and I are not angry. We are simply saddened by how far the customer service experience fell short of what Living Spaces used to represent.

Here’s the truth: great service builds loyalty, but poor leadership destroys it.

I share this not to damage reputations, but to advocate for change. For Living Spaces to grow in new markets like Texas, store leadership must embody the values that made your California locations successful. The San Antonio store, under its current management, failed to deliver on that promise.

I sincerely hope this feedback reaches someone who can influence change, because right now, I cannot see myself—or anyone I care about—choosing Living...

Our hearts AND wallets are broken because we were pushed to buy furniture.

We went on a Saturday night and enjoyed the kids play area while my wife and I shopped for a new living room set. We had already measured and knew what size we wanted so when we were ready we flagged down a sales person (Meis) to help us. We told her we liked a certain living room set and we showed her the paper with the exact measurements we needed from the set.

She told us we have this or that. Which was a beige or blue color they had on display by the kids area. We picked the beige color and she took us to checkout. She immediately took out a color binder with different fabrics and color to select our pillow. We selected the pillow fabric and she checked us out.

When she checked us out it was 2030 hrs and she said selection changes had to be done before 2000 the day of or they will charge a cancelation fee of around $800 (25% of order amount)

We felt she just wanted us to purchase and leave due to her attitude.

Later that night we researched online and found there are 70 different colors we could’ve chosen from! But the sales person said “This or that.”

We went back to living spaces and asked to see what the other 70 colors were that she didn’t tell us about. A different sales person (Virginia) helped us with seeing the 70 different colors and also DIFFERENT FABRIC the other sales person also didn’t tell us about.

Virginia was amazing and very knowledgeable! She apologized for her colleague. I asked to speak with a supervisor and met with Gaby (sales supervisor) who was nice but said she can’t do anything and needed HER supervisor to make the call. We then met with Brenda (Retail Sales Manager) who was very rude and short.

Brenda said, and I’m paraphrasing, oh you want to change an order, we are not taking out the fee. I explained to her what happened and she said, no I already spoke to Brad Ceynow (Regional Manager) and he said no.

I told her, you didn’t explain what happened because I didn’t get a chance to explain that the sales person lied to us! And Gaby said the sales person last night missed one of our signatures to the selections should be VOIDED! Brenda was short with us and slightly condescending.

When Virginia took the time with us and ACTUALLY explained our options we selected a different fabric and different color. When we checked out we were forced to pay for the “Change Fee” of $800 😖

I’m going to the BBB and I hope people go to other furniture stores because there are plenty to choose from!

They say they don’t make commission but the lady seems there was some kind of incentive to sell furniture to people.

We felt fooled...

We ordered a canopy bed frame from the Living Spaces store in Schertz, TX. Like I said it was not the entire bed mind you, just the frame. I can say that our experience in the store was great. The Sales reps were very friendly, not too pushy, and most of all helpful. The quality of furniture on display was excellent. Our nightmare starts with the delivery of the bed. We received our first delivery attempt on 4/26/23. Now, either two of the many parts required to assemble this bedframe were already broken or the installers, not really knowing what they were doing, caused the damage. Though the damage was minor and mainly aesthetic, this really isn’t what we’d paid for. They called into either their field office(?) or customer service to report the damage and indicated that someone from Living Spaces would be contacting us within the hour to set up a date/time to have someone come out to repair the damage. No one called so we called them. We set up a date of 5/6/23 to have someone come out for a complete replacement of the bedframe (note we asked if anything sooner was available and was told that sooner “was not possible”). When the replacement crew showed they had a completely new bedframe all nicely boxed up and ready to install. They then started to unload and inspect the parts and, wouldn’t you know it, one of the two parts originally broken was broken on the replacement before it came out of the box. So once again they reported to their higher command, promised someone would call, no one called, we called them and set up a repair appointment this time for 5/10/23, again I asked if this was the earliest and was told that “anything earlier was not possible” (I’m starting to sense a theme here). As luck would have it, and when I say luck I mean bad luck. So, as luck would have it the repair technician arrived ready to repair/replace the missing/originally broken part only to find…wait for it…he’d been given the wrong part. So, not waiting for him to report this, my wife called directly to customer service and was informed that the earliest they could have someone out here was Saturday, 5/13/23. I also want to mention that when she asked for either an earlier day or some sort of dispensation of their hard and fast “no sooner than” policy, or any kind of consideration for our inconvenience she was told, yep you guessed it, “that’s not possible.” No explanation as to why it wasn’t possible, just that any deviance from their process was Just not possible. I wonder if it is possible that we’ll be shopping there again. What...