Lovesac — Local services in Germantown

Our first experience in the store was great. After receiving our couch, the issues started. The first issue was the delivery, FedEx left our entire couch under the stairwell in our apartment complex. We live on the 3rd floor and there was no notification of delivery. Frustrating because we were home all day, thankfully a neighbor let us know so that we could get them. The associate in the store said that this happens and another customer complained but their couch was stolen! Please note there is no white glove delivery service that would deliver directly into the home or assembly service available. You must assemble the couch yourself. Second issue, the wrong items were ordered for the configuration that we built in the store with an associate. Now we must exchange the deep pieces for a regular seat and side. This means dealing with FedEx again but that’s okay it happens. Third issue, we found out the stealth tech doesn’t not function as advertised. After 2 hours on the phone with customer service to get it functional, the music mode was louder than the movie mode. All the speakers that should be activated with the movie mode were not. The customer service agent stated, “that is why we recommend using the music mode for movies and adjust the sound.” This is completely unacceptable for a $3,700 tech package on top of the cost of the couch. Needless to say, we are very frustrated and not happy with Lovesac service and products. I do not want to even deal with the company anymore, but not have to return the inadequately functioning stealth tech pieces. I DO NOT RECOMMEND Lovsac, it is not worth the headache. And you pay luxury prices...

We have been long time customers with lovesac (since 2012) and this is the first time we have had nothing but issues with an order. I was given 2 different quotes (one for standard and one for down) so that we can choose which one we wanted. My husband went to the store almost a week ago to purchase the sactionals. I received a phone call that afternoon (while at work) telling me our sales lady (Tammy) had messed up the order and ordered the wrong covers and the right ones will cost $1000 more. Ok no big deal. Mistakes happen. So after paying the difference we get told once again she made a mistake and didn’t order the correct number of covers (stoke 2) and we will owe $1700 more…so now we are taking $2700 more than the original quote… STILL not right my husband and Tammy agreed that the standard fill (I wanted the down and that is what I was paid for) would even out the situation….(strike 3). I then get 2 more receipts without that extra $2700 but $2000 LESS than what we had paid…yesterday the original amount was withdrawn from our account and we still don’t have a correct order, amount, timeframe, etc. we keep getting blown off by Tammy saying “I’m taking care of it”. I am beyond frustrated and upset with this whole process!!! Lovesac needs to make this right. I don’t care if it’s corporate, the actual store or Tammy pays for the difference to give me what I was originally quoted...

I love their products but understanding what their products cost is very difficult. The employees at the store really know very little about pricing and how to place an order. We had to come back multiple times because we didn't receive what we needed. Also it's hard to just come in and buy something. They email you a quote when you just want to purchase something so the whole process gets drawn out. Our initial cost ended being another 10-15% because of all the items we were missing because the employee didn't order everything correct. All in all I wish we had just purchased a sectional from a furniture store. You pay so much for their products then you have to figure out how to unbox it and put it all together. It feels like you go on vacation then you become the workers. Its just to many headaches for an item you pay a premium for. Thats the kicker. There products are very expensive so it shouldn't be a hassle. I wouldn't...