Living Spaces — Local services in Draper

UPDATE: We contacted guest services to escalate the issue. The representative informed me that Noah is not the highest point of contact, as each store has a general manager. The guest services agent emailed the general manager, requesting they call me. However, four days have passed, and I still have not received a response. I followed up with guest services again, only to be told that I was not guaranteed a return call.

In November 2024, we visited Living Spaces in Draper, Utah, and purchased a large sectional sofa from the Dustin line. We also wanted the matching ottoman that was displayed with the sectional on their showroom floor. The salesperson informed us that the ottoman was from the Dustin line but it was out of stock but assured us it would be available soon. She advised us to email their customer service every Tuesday (their restocking day) to check availability. She provided the stock number, product line, and fabric name for reference and instructed us to use this information for the order. To our surprise, the ottoman became available the very next Tuesday. I provided the stock number, product line, and fabric name, and customer service sent me a tear sheet to confirm the order. The details their salesperson provided us matched, so I approved it. Seven weeks later, the ottoman arrived, and that’s when things went downhill. What we received was not the large ottoman we saw on the showroom floor. Instead, it was a much smaller chair ottoman. I called customer service and discovered that, while the product number and line matched the order, the ottoman we saw in the showroom was a completely different piece. Customer service directed me to Noah, the operational manager. When I explained the situation, I encountered the worst customer service experience I’ve ever had. Noah claimed there was no way to prove what we saw on the showroom floor because displays change frequently. He even implied that I was lying about the situation. He insisted that I approved the purchase—even though I had been given the wrong product number—and said I received exactly what I ordered. When I requested to speak with someone higher up or to get a corporate contact number, Noah flatly stated that he was the highest point of contact and suggested I try their general guest services line. When I attempted to explain the situation again—politely, I might add—he stopped responding entirely and remained silent on the phone. I feel like I’ve hit a dead end and have likely lost over $500 on an absurdly small ottoman for the sectional we purchased. I’ll continue trying to find a corporate contact, but in the meantime, I strongly advise against shopping at Living Spaces. Their lack of customer service and disregard for retaining customers is...

I don’t even know where to start on how UNFATHOMABLE our experience has been with this living spaces. Their customer support is nonexistent and full of empty promises. There is no phone number to call, so you have to resort to email or a call center with reps that are too difficult to understand. Then, the call center can’t even help and says someone will have to email us from the physical store within 24 hours. However, WE WAITED THREE DAYS, with emails and calls in between trying to get a response to no avail, before someone finally responded. Unacceptable.

The main frustration point is that they forgot the ottoman on our order, which we added after the initial order and received confirmation of its addition, AND in the emails leading up to the delivery the ottoman was included as a listed furniture piece that would be delivered. Somehow, it wasn’t delivered, and the customer support rep told us it was cancelled WHICH WE WERE NEVER INFORMED ABOUT. After 3 days with radio silence, a representative from the store finally emailed us back and said “my apologies, I did not see that you sent this information. We need more from you to actually proceed with your order.”!! Which we sent over a week ago!!! So apparently, they didn’t get the info they needed from us to add the ottoman, even though we sent it immediately and they confirmed its addition in multiple emails and calls.

I don’t even know how this garbage of a mess developed or how any of this happened, but it’s clear to me that this team is MASSIVELY incompetent and unorganized, and we are at the short end of the stick for it. We’re just trying to get our furniture that we are paying for, and they’re trying REEEAALLLLYY hard to make sure it doesn’t happen. How do you miss an email from us?! How do you confirm a product that we never received and then never respond to us when we ask where it went?! What??

I’m about to just return it all and buy from somewhere else just so I don’t have to deal with this idiocy. I’m sure they aren’t prepared to give us the ottoman for another few weeks so I’m fed up. Do yourself a favor and buy furniture from...

Terrible customer service. Won't ever buy from Living Spaces again.

We went in for a new living room set and dining room set for an area of the house we're finishing. Found what we wanted. But we wanted the throw pillows to be the same fabric as the sofa instead of striped. The sofa, seat, ottoman, table, chairs, etc., were all stock and in the warehouse. Could have been delivered immediately. But the throw pillows were a custom fabric.

After we got home, we figured out that, while the width of our stairway/hall matched what they said we needed for install, we wouldn't be able to stand the sofa up at the top of the stairs. So we needed the shorter love seat.

They were closed at that point, so we called the next day. "Can't help you. This is an outsourced call center. You'll have to drive back up and talk to them."

We drove back up and spent a couple of hours talking to people. "We have to get approval from our regional manager in California. We'll call you back tomorrow." No call the next day. They day after that, we just got a message about, "Nothing we can do. It's a custom order. So changes will be $500."

Literally, the only custom thing was a throw pillow. Which we still wanted. And there was no difference in price. The love seat was $10 less than the sofa. I didn't even want the $10 back. I just wanted less of the same thing I'd already paid for.

No, "I'm sorry." No reasonable explanation. Surely they hadn't already built my "custom" furniture in one day on a three week delivery schedule. If they had, it's the EXACT SAME piece they keep in the warehouse. Same fabric. Everything. Just a throw pillow.

If I could cancel and go somewhere else, I would. But that would just cost me a larger "restocking" fee. So they'll bring the sofa out. Find out it won't fit. Drag it back to the store. Charge me a restocking fee. And then we'll get the shorter piece.

What would it cost them to make this right? Nothing. Absolutely nothing. But they just can't find a...