Living Spaces — Local services in Humble

I placed my original order in store at the Humble, Texas Outlet on 6/17/2023 and was quoted 4-6 weeks for my couch to arrive. I received notification that my sofa was ready to be scheduled for delivery on 7/19/2023, I scheduled delivery for 7/21/2023 and received confirmation with a window between 1:30PM - 4:30PM that day. Someone from Living Spaces called me that day AFTER the delivery window to tell me that my order was lost at the warehouse and that the warehouse had 48 hours to locate my order and provide an update. I then received notification on 7/22/2023 that my order was located at the warehouse and I could reschedule delivery. I rescheduled delivery for 7/24/2023 and received confirmation with a window between 1:30PM - 4:30PM. My delivery window passed yet again and I had no communication from Living Spaces. I called the customer support line and was told that the warehouse lost my order again. I then drove to the Humble warehouse where they claimed my order was shipped to and stored at. When I arrived I was asked to wait while they discussed with the warehouse manager. I waited for nearly an hour only to be told that they had no update and would reach out when they did. Keep in mind, I took off from work both days to be home for the delivery which was a waste of my personal time. The Operations Specialist at the Humble location, contacted me via email 7/25/2023 stating that their warehouse was currently being closed due to technical upgrades and they have decided the best course of action would be to order a new sofa for me expedited. They also offered a 10% discount on the order. I was not thrilled at having to wait even longer for my order but agreed. The Operations Specialist reordered the sofa for me on 7/25/2023 and said that she put in an expedite request with the factory. I received confirmation of the order and was given an estimated arrival time frame of 8/15/2023 - 8/22/2023. On 8/16/2023 I received an email stating that my custom order was almost complete and I would be contacted when the order is received at the warehouse. On 8/17/2023 I received an email stating that my order was now delayed with a new estimated arrival time frame of 9/14/2023 - 9/21/2023. I have now been waiting 10 weeks for my order when I was originally told 4-6 weeks. I have been without a couch for almost 3 months and cannot get in contact with anyone from the Living Spaces team that can help. When I call, the representatives tell me there is nothing they can do for me and that my order cannot be canceled due to it being custom. I do not want to cancel, I have waited nearly 3 months, I just want the product I paid for. I have emailed the Operations Specialist I was in contact with previously multiple times now with...

I am extremely disappointed in the post purchase service I received. To start I bought two items (The Austen Canopy Bed & The Aracelli Couch). I set a full service delivery for both items on Wednesday May 15th. I had to take the day off from work to be available for the delivery. On the day I received an email at 11am stating that the items I ordered were out of stock and I would not receive the items until Mid to Late July. To receive this email ON THE DAY I WAS TO RECEIVE THE ITEM? That is absolutely ridiculous. After multiple calls to the call center in California, we were able to resolve the issue, though I still had to spend MORE money to get the bed similar to what I originally ordered. If the items were close to selling out I should've been notified on the day I ordered it. Additionally I called on May 4th or 5th where you could've also told me. The lack of communication and the LYING from the call center representatives frustrates me to no end. To continue my issues - I didn't even think to ask will my couch be delivered that day, as I made the assumption that it was in stock and being delivered. But when the delivery window came and went, guess who didn't get their order?? Calling the call center in California is completely useless. They tell you they have no idea why the delivery is cancelled and they don't have a direct line to the distribution center here in Humble Tx to get the information. WHICH MAKES NO SENSE. The Manager I spoke with (Oscar) was supposed to call me back to give me the information after sending an "email" that was going to take 24hrs to get a response to, and of course he didn't call me back. I can understand I probably was not the best customer to speak to at that time because I was so frustrated, but him rushing me off the phone and not doing what he told me he was going to do aggravates me. He did not notate my account, I don't even think he even reached out to the distribution center. Now I have to take off work again to receive my second item. (Friday 3pm -6pm) This has been a horrible post purchase experience, and 10% (barely $100) off my order is not holding accountability of messing up my entire purchase and experience. I should not have to do my own due diligence to get answers after you guys messed up my order. 2 out of 5 overall rating, and the only reason you get 3 stars is because of the sales associates on the floor were personable, knowledgeable...

If I could give Living Spaces zero stars I would based on their communication and customer service. I bought a sectional and coffee table. First, one of the recliners delivered to us was broken. However, they came out and fixed this issue with no problems; this is the only positive thing I have to say. My coffee table was delivered at a later date, and the glass didn't fit into the base. I was told it was a manufactures issue and another table would be delivered to me the following Friday, that never happened. The table was marked as returned upon arrival to the store and I was charged with a restocking fee!! I called the customer service line multiple times and was either left on hold for hours or told the manager from the Humble store would call me back; that STILL hasn't happened. The console in my sectional is now broken and again I have called multiple times to report this and have been told this time that the "tech team" will contact me; that was a week ago. I went up to the store to speak with "the store manager" and of course was told he was not available. When I asked the young man at the customer service counter about why my table was returned when I was told I would receive another one and even set up a delivery date he told me, "look ma'am the table has been returned there is nothing I can do about that do you want to buy it again or not!" When I asked about the console I was told the tech team should be contacting you in 3-5 business days!! The level of the rudeness, and absolutely NO ACCOUNTABILITY from this company has left me beyond baffled! I not only spent almost $5000 in cash with this store, but also bought the warranty and it is by far the worst buying experience and financial investment I have ever made!! If you value your money, an honest company, and customer service DO NOT SPEND YOU MONEY HERE!!!!!!!!!!!!!!!

Update 14 days later, still no phone call!! I called again today and the conclusion is they placed an order with one tech team and since that company never contacted me, they have placed another order with a different tech team that should contact me within 48hrs this time. He told me "Ma'am your order is labeled "URGENT" so someone will definitely be calling!" I am literally in tears, this company is such a joke I have never experienced this level carelessness and lack of accountability. Please, if you're reading this do yourself a favor and shop...