Lovesac — Local services in Corte Madera

This has been the worst shopping experience I have had in years. I placed an $8000 order, paid for it in full up front, even returned to ask my sales associate about the pillows that I would be receiving with my setup and was dismissed and told all would be fine, when it arrived and wasn't fine there has been a huge dragging of their feet in regards to making up for their mistake. We chose a fabric that is no longer available (which is also aggravating since we just got this sectional in the last month or so). Because the wrong pieces were ordered for our setup, now we are getting a lot of excuses about why it's hard to make this right for us...blaming it on the fabric while at the same time implying that our choice of fabric is to blame for the difficulty...not the poor performance of the store team not ordering the correct pieces to correspond with my chosen design. I don't buy new furniture often and was so excited to find something like this that I could customize to my space exactly the way I wanted, but the poor treatment we have received has tarnished our excitement and love of our new couch setup. Not only will I not be recommending Lovesac to anyone, but I will be sure to share this experience far and wide to make sure that no one else is treated so poorly. There has been no empathy, apology, or urgency surrounding this poor experience. The only apology I received was when I called out the store team on their lack of empathy and dismissal of my complaints, but not the actual mistake that was made. I hope that in the end Lovesac is successful in delivering upon their commitment to deliver the product that I ordered and paid for. The team has conceded to producing us 2 extra covers for the back pillow inserts we received incorrectly, but have made it sound like they are gong above and beyond by doing so. If I were to treat my customers the way that Lovesac's people have treated me, I know that there would be a lot more involvement...

Help! Pillow covers...

OH, geez 1st covers to arrive were dove grey:

Supposed to match Lovesac tags/logo which I don't want, they stick out! Does NOT match my custom fabrics.

NO. I don't want those giant logo tags outside my pillows, with BIG “teal” zippers to match YOUR logo.

Feels like a no brainier, I'll drive them over tomorrow or Monday for exchange, same dove grey, done right.

Company tag is impossible for me to remove it's sewed in too well.

I'm not paying for it to be fixed, tell me this will be fixed? “Logo Gray” ZIPPERS, and remove the BIG fabric logo! The zipper-pulls are perfect logo, size & as a zipper-pull, perfect.

REMOVE the large fabric tags, they are awful & unnecessary.

REMOVE "teal" big zippers & large logo! Dumbest marketing plan I've ever seen.

Get it together. my sofa is around $9k, I shouldn't even have to think about it! It’s Marlin custom leather, with Dove Grey accent pillows. Elizabeth has pictures that I can’t post here. THINK about those with BRIGHT peacock color? Honestly, I’m having to do more work to get the right look. Who would EVER expect THAT??

*Elizabeth has been exceptional, I like everyone in the Corte Madera store.

Extremely disappointed with the marketing gimmick. Love what I chose, so excited for it to be in my home. I should put Flamingos all over it, the way it is...

From start to finish, my experience with Lovesac was a perfect adventure! I first heard of this couch about a year ago or so and felt like with my house full of rescue animals, my animals, kids I nanny, and ALL the food and wine, I needed something super washable and my Virgo energy needed something to move around whenever I wanted. So, I went in months ago to look, and the ladies there were lovely- informative and NOT pushy. Almost saying in their minds “we know you’ll be back- no need to push you!” (So right!!!) so then a few weeks ago when I went back and was pretty sure I wanted the couch, Elizabeth really helped me. She allowed my controlling personality to shine, helped me be incredibly particular, allowed me to run next door to pick up something from Apple before they closed, and assured me I was making the best decision. I WAS NOT DISAPPOINTED! They use tiny wood blocks to show you configurations on how the couch can be arranged in your home which was probably the reason I went with my purchase that day! Elizabeth really got me, and my boyfriend- and succeeded in making this purchase 100% non-regrettable. She was the BEST at connecting with us personally, while remaining completely professional at the same time. What a stress free interaction. I already made an additional purchase!!!! (Btw- the cup holders...