Lovesac — Local services in Contiguous United States

I share the sentiment that others have expressed in reviews about Michael and his condescending nature and tone. I own a business and would not want his smug persona expressing ambivalence with unhappy customers. I ordered a 7000$ sofa (10k at inflated retail without there high pressure promotion) and had an issue with one of the cushions being significantly “less fluffy” than the others and one of the feet just spinning when you tried to tighten it. I purchased the thing because I had a very specific space I wanted to fill and I like the idea of being able to replace the parts that my cats will surely damage over the years. For starters the cushions are simple but the sides and bottoms the furniture are super difficult to get the covers on. My wife and her sister could not do the ones they tried and i ended up doing all of that part. It was difficult, I sweated and had to take breaks, and the next morning my fingers were really sore. I must say that after what we paid, difficulties with shipping, and a frustrating 5 hours of three people assembling the thing I figured that at least customer service would be on par. When I contacted Michael to have the cushion replaced I was sent a shipping label and told that when I packaged and shipped the cushion with the issue that a new one would then be shipped. Leaving me with a 7500$ couch in my new home that was missing a cushion. I told him this didn’t seem right and that I was very unhappy about it and he responded “well that’s just how we do it” like somehow because that’s how it is done makes it acceptable. It’s a 200$ cushion for petes sake, why wouldn’t you use this as an opportunity to shine in customer service and make a new customer love you instead of more frustrated?!? Only after threatening to return the whole thing under the “60 day trial” he shipped the replacement cushion. After this conversation and frankly regretting the whole purchase I discover that the covers in “Vintage Blue Rained Chenille” have the little white lines in some cushions going one way and some going the other. It’s an annoyance, and yea, maybe picky but for $7500 for a couch that arrives in pieces that you assemble yourself I expected more. Another annoyance is that there “promotions” seem to always end up that the sale “ends today” (or tomorrow) because people usually shop for furniture on the weekend. Frankly it’s a high pressure technique that I despise. The first time I looked at the couch I didn’t like the car salesman pressure so I said “well I’ll think about it” and left… only to be bombarded by texts and calls for weeks afterward. It’s a cool product and at first glance the posh / hip interactions in the showroom seem in my case to become an uppity condescending “I’d be doing you a favor” attitude when you have an issue and expect them to do what’s right. All in all I wouldn’t purchase from them again other than to maintain what we have already bought and I would recommend that others proceed...

We purchased a custom sactional in Nov and still don’t have it. We were told 3 different delivery dates with the latest being Jan 19 and we are still missing a box of custom covers that is apparently not able to be located. The manager, Michael, is extremely condescending and rude on the phone and LoveSac isn’t helpful in trying to find our items, just leaving it to us and fedex. Save yourself $18k and a lot of frustration and shop elsewhere. Not worth it.

REVIEW UPDATE BASED ON OWNER RESPONSE: Hi - I really appreciate the follow up. We’ve actually been in touch with employees from lovesac for about a month at this point trying to sort through shipping. Everyone other than Michael has been friendly in tone, but no one has been able to resolve any problems. Michael was generally condescending with me in tone with a number of questions I asked about the process and possible customer support that would be available and has yet to return a call to my husband when he called with concerns 2 wks ago. Managing the logistics with FedEx has been chaos. When we informed lovesac this week we were concerned one of the boxes of covers we’ve waited two months to receive had been lost, we were asked to do an inventory of the covers we’d received to identify what was missing because lovesac didn’t actually have record of what covers were included in the individual boxes shipped to us. After spending time on the phone with FedEx 3 of the last 4 days (including 30 min today), we have possibly located the covers as of today. TBD. In any event, these are only some examples of the headache involved with this purchase. Given how much money we spent on this couch, the customer experience to date has been very...

If you are in the market for a new sectional, you owe it to yourself to go here. When you do, ask for Sabrina! She is the best salesperson I've dealt withbin ages! She's knowledgeable, friendly, and not pushy at all! She actually listened to what we wanted! Outstanding customer service!!! She walked us through the ordering process (we wanted a unique color) and made ordering our new sactional painless! We can't wait for it to arrive! Thank you...