Living Spaces — Local services in Frisco

We love our new bed, but the customer service experience was less than a one star experience. We wanted to purchase a floor model bed as they were told the bed frame was discontinued. The first person we asked said he would check to see if it was an option. A few minutes later he came back and stated he checked and it was not an option. When I tried to ask why as it was discontinued, he was rude and said it just wasn’t an option. We ended up leaving for lunch and coming back a few hours later. This time I decided to ask a different associate just in case. She promptly asked her manager right in front of us on her radio and immediately got a yes! She was shocked when I told her another associate said no and she was very quick to help us with any of our questions.

We came back and purchased the floor model the following week. We signed off a paper that says there was no damage to the frame and all parts were there as promised. When I asked if we could lift up the mattress to make sure the metal slats under the bed were all intact, the associate assured me if we can sit on it, it was good. We trusted that and made our purchase. HUGE MISTAKE.

A few days after that we picked up the furniture from the store. It took forever to find someone to help us at the pickup section and we were on the clock as we had rented a truck to move the furniture. Once we did, one of the associates proceeded to scrape the bed frame across the floor! When I asked if he could possibly pick it up so it wouldn’t scratch the wood on the bottom, he promptly stated “it’s fine” and continued to scrape it across the floor! They handed us the green review paper for a coupon and we left.

When we opened the package the next day at home to put it together, lo and behold one of the metal slats was clearly bent and another slat was missing a leg! I was shocked the associates wrapped this up, knowing it was clearly damaged and missing parts. I called living spaces customer service, sent pictures detailing exactly what was wrong, and was reassured the new slats and leg with screw and washer would arrive a few days later all within a 15 minute phone call, which we thought was amazing! Unfortunately that was not our experience.

They showed up two days later with new metal slats, but no new leg. They had my husband take off each leg off the old ones and put them on the new slats so we could give them the old slats, then told my husband we need to call customer service for them to send a new leg. I called customer service that day and explained we were missing one leg and a screw and washer, to be delivered 3 days later. They then got it wrong the second time, and showed up saying they were there to take the whole bed frame back! I called for the THIRD TIME, incredibly frustrated that they got this wrong twice already and we just need a leg and a screw and washer. I was told it would be within two days but never received a receipt. I then had to call again only to be told the request wasn’t processed because the delivery team hadn’t arrived back at the location yet and they would call me the following morning. The following morning I got no call back. I called customer service AGAIN, explained the situation, explained my frustration that this is our THIRD attempt at getting what we need to put together our bed frame. We were leaving out of town then so they had to deliver a week later.

FINALLY on the third delivery, we got our leg, washer and screw and could put it together. This whole process took two weeks, multiple calls dealing with multiple people and multiple issues. We really love a nightstand and dresser from Living Spaces. But after this experience we are very wary of purchasing from them again. Which is so disappointing because we love their furniture! Please work on your customer service and communication skills to provide a better experience for...

I know most people won't read all of this so here at the beginning: please DO NOT TRUST LIVING SPACES' SHRINK WRAP.

I would give them zero stars if I could. We bought a couch, side chair, and ottoman from Living Spaces. An important detail: this was a discounted couch, so we were told we had to buy it as is. Another important detail: the couch had two back pillows and a small pillow.

The next day, we go to pick up the couch. It is shrink wrapped BY LIVING SPACES WITH THE PILLOWS SHRINK WRAPPED INSIDE OF IT. We pulled up with two trucks with open air beds. Not once were we told that the shrink wrap would not be suitable for our 20 mile trip back home on the open air truck beds. Let me rephrase, they knew we were going to be driving the furniture pieces home on an open air truck bed with them shrink wrapped.

Now, it is our mistake for trusting Living Spaces to properly shrink wrap the furniture. It would have been better if they did not shrink wrap it because then we would have just put the pillows in the cab of our truck. When picking them up, I did not spare a thought to the shrink wrap failing, but I obviously should have. DO NOT TRUST THEIR SHRINK WRAP IF YOU ARE PICKING UP THE FURNITURE YOURSELF.

On the way home, two of the pillows on the couch flew off because the shrink wrap had completely come off 15 minutes into the drive. The small pillow and one of the large back pillows. Without the back pillow, the couch is completely unusable.

My wonderful, loving father noticed this, turned around, ran across four lanes of 5 pm traffic on 75 to retrieve the back pillow. Aside, the small pillow is gone forever, lost to 75. The back pillow was unfortunately run-over, ripped, and dirty.

I contacted Living Spaces' customer support, just hoping for someway to make my couch usable again. Maybe just figure out how to buy a new pillow. I called on the phone and received the worst "help" in the world, actually making me cry. They kept repeating their legal policy, saying I bought the couch as is and it is not under warranty, so there is nothing they can do. They also said they don't sell individual pillows.

I utilized the chatbot to see if I could get better "help." Chatbot was somewhat more helpful, as they referred me to a furniture repair company they supposedly use, but when I contacted that company they said that is not a service they provide. Pretty confusing. I finally got fed up with the chatbot and asked if I could be referred to a higher up that can make decisions regarding policy and only at that point did they escalate my claim.

A manager emailed me today and gave me another legal lecture. I understand we bought it as is and they have policy, I just want some help to make my couch usable. I'm not asking for money or a new couch, I just need the pillow fixed or a new pillow.

Moral of the story, Living Spaces has HORRIBLE customer service. Truly horrendous. Also, please please please do not trust their shrink wrap and take ALL necessary precautions to bring your expensive...

I had such an unpleasant experience at Living Spaces today. I came in to purchase a mattress and a dresser. I brought my children to the play area and of course they were so excited. However, it was brought to my attention that they only allow 4 children and I had 5. I asked if they could make an exception and the worker called a manager over. She told me they could not allow my 5th child to come in.Then, the manager asked if my 4 year old was potty trained and I said yes but that she was wearing a pull up. The manager immediately said "oh no, she can't come in now that you told me she's wearing a pull up " I explained to her that she is potty trained but my 11 year old daughter had gotten her ready and put a pull up on her instead of underwear. I told her that I had underwear with me and I would put it on her. The manager still insisted that she couldn't come in and was so cold about it, absolutely no sense of compassion or anything. As I was leaving, I told the ladies at the front desk what happened. One of them was the business manager. She said that my daughter would be allowed in even with a pull up and that she would make an exception for my 5th child to come in. I was thankful for that. One of the perks of shopping here is that they will give you a credit of up to $50 to use in the cafe if you spend over a certain amount but the cafe was closed due to the employee calling in. It was also closed the last time I was there to buy a dresser. One of the employees told me that the managers will not get customers anything from the cafe either because they have to close it so often that they couldn't possibly accommodate everyone. This is so bad for business! I am really unhappy about the way I was treated by the first manager today. I have been here 4 times and haven't ever gotten the best vibe. Its sad bc the customer service was lacking and you need to make people feel welcome in your store. I didn't end up buying as much as I planned because of the way I was treated. I like their furniture but I'm not sure I will shop...