Living Spaces — Local services in Katy

Be a returning Living Spaces customer for some months. But something just happened and made me deeply consider if I would ever shop there anymore.

I live in Sugarland TX and I went to the store in Katy TX (a good 35/40 mins drive) to shop around and since it was a mega store with showrooms etc. I purchased a tempur pedic mattress and a tempur pedic mattress protector in early November. A mattress and a PILLOW were delivered instead. The delivery guys made me signed off and deal with the store later.

On Nov 24 Sunday, I went to the Katy store again. Planned to shop for more items, and to get mattress protector by returning the pillow.

Spending more than an hour, the cashier told me to keep the pillow when it shall not be there at all. They handed me the pillow, told me that they would sort it out internally and I should have the mattress delivered to me soon. So I made a purchase of some other items, and walked away with the pillow that they handed me.

I received NO update whatsoever regardless tons of follow ups I’ve been sending to the webhelp email as well as the email address that they claimed to be a direct mailbox to the Katy store. I even called the customer service line but after some minutes, the guy on the phone told me that he couldn’t sort things out over the phone and I had to go to the store to sort it out.

I made a trip again to the Katy store which is quite a long drive from Sugarland, again last night on Saturday. The frontdesk people sent me to the cashier, and after briefly describing what brought me there, the cashier (later she claimed she was the supervisor) told me that the tempur pedic mattress protector is out of stock and I can pick a replacement. I went to the bedroom section and saw the same salesmen that placed the order, and the some other salesmen there as well and found out that it is indeed out of stock, and then recommended me to take another one (seems to be a downgrade) but I was fine with their recommendation overall. They then packed that item and walked me to the cashier.

The cashier tried to do some work in the system and after a while, she told me that I had to bring back the pillow in order to do an exchange, or to pay for the mattress protector now in order to take that home today. I asked if they can schedule a delivery in the next few days and they can take the pillow back when they send me the mattress protector. She said they don’t send the items from TX and it will take two weeks to deliver. She said she was trying her best to help but the company policy preventing her doing so. She didn’t even ask me what date of the delivery if I would be available . Instead, just handed me with the invoice by scheduling it with the “earliest” slot available.

Living spaces, HOW come it is my problem to make a second trip to return an item that you sent me incorrectly at the first place? What a joke about customer service? The cashier or supervisor whoever at the store failed to provide proper customer service by having an attitude saying that it is not their fault and made me feel like it is my fault to make purchases there. Also, I was told that the item is not sent from Katy and would take two weeks to deliver. I am sure the item can be delivered from Katy when the item was IN FRONT OF ME that there are delivery trucks around. Lastly, poor communication since the email databases are either not monitored, or Living Spaces chose to ignore my emails. To me, that supervisor knew that the tempur pedic mattress protector is out of stock when I walked to her. Then why no one emailed me or called me telling me that two weeks ago, or even last week? All these show Living Spaces supervisors were not trying to help the customers and that's marjor.

To whom read the whole story here, I appreciate your patience and please think deeply before making a purchase with Living Spaces. I am not the only one experiencing something similar and you are welcome to look up some other reviews. I appreciated to the guys on the floor who tried to help, but the company itself seems to...

EXTREMELY DISAPPOINTED. Went in on Thursday evening, spoke to rep, Kathy. I was able to purchase A sofa, love seat, and a dining table. I asked SEVERAL times to see the table prior to purchasing it. She informed me it was in the back and it was not accessible at the moment. I said fine, I'll wait to see it. They told me it was the last one so it's about to get sold so I either buy it or someone else does. I liked the design of it online so I was pressured to get it since I was told someone else is wanting to buy it. Eventually, she informed me I could always buy it and then return it or exchange it within 7 days. I finally budged and agreed to purchase it prior to seeing it. We set up delivery, and paid a delivery fee set up for Sunday. They set expectations of the delivery crew contacting me 1 hour prior to arrival.

We went in Saturday to try and see the table again and was told it was not available to be seen. I thought it was odd, again. Joell, the manager, showed us the picture we'd seen online. He told us our order was locked and we could not modify it if we wanted to change our mind about any furniture. He said the only way he could unlock it and modify it is if we purchased more furniture. So it's crazy to me how if we spend more money they're willing the bend backwards or bend the rules but if we wanted to not have something delivered we cannot remove it. Horrible sales tactic.

I decided to purchase additional items, chairs, barstools, a bed and a bench and then they were able to "unlock the order" and magically accommodate us.

Sunday comes, I receive a call at 10:03AM from Living Spaces, informing me that the delivery team is there and I have until 10:17AM to be at my place of residence or they will not deliver my furniture and would have to pay another delivery fee. I RUSHED from my location to the house. They FAILED to call me regarding delivery, ONE HOUR prior to arrival as the expectations were set from in the store. I arrived to the house and the delivery crew informed me they did not have my phone number. I asked why not?? The Store FAILED to communicate to them and provide them pertinent information. Both Living spaces and the delivery crew are at fault for not ensuring they had ALL pertinent information to complete the delivery successfully.

The crew began setting up the furniture. They installed the bed, set it up, brought the bench, brought the barstools and then brought both the couch and loveseat. I asked about the Dining table and then they told me, "The table is broken. They will call you to take care of it." THEY SET EVERYTHING UP, INSTALLED THE FURNITURE AND AT THE END THEY TELL ME I'M NOT GETTING MY TABLE? THIS ENTIRE TIME, I WAS ANTICIPATING FURNITURE I ASKED FOR AND BOTH LIVING SPACES AND THE CREW FAILED TO INFORM ME PRIOR TO DELIVERY???? WHY AND HOW???

Not only was I rushed to get to my home and they threatened me with another delivery fee, but they also broke my dining table that they did not let me see and rushed me to purchase since it was the last one and yet failed to communicate to me that it was broken and they did not offer any solution prior to delivery. Horrible parts on both ends.

I had to call to speak to 2 reps, they informed me they had another one and it would be delivered at 6PM-12AM same day. I agreed. 10PM comes, I call in to confirm it's coming since I waited all evening for them to arrive and then the rep I spoke to informs me that the broken table was the last dining table of that design and all he could do is refund me my money. He could not even give me a refund on the delivery fee, for half of the furniture I did not receive. Living spaces is incompetent, subpar customer service and communication. This feels like a money grab. HORRIBLE HORRIBLE. I wasted my fathers day for a company who was not compassionate and contradicts it's values and customer service. They did not deliver their promises to me. Will not recommend to anyone and blast them all over...

THIS IS OUR STORY: We drove 35 minutes to visit your Katy, TX location on Nov 11, found a very long sideboard (what we needed) for $1995 that we wanted to buy and asked a sales associate about purchasing it. She said she had to check on the item and then told us two minutes later that she couldn’t sell it to us. It was right there on display with a price tag, so this baffled us. She said corporate just sent an email that very day removing it from inventory, so we couldn’t buy it. Baffled by this we asked why we couldn’t buy it when it’s right in front of us on the floor with a code and price tag. She said it was no longer in the system so she couldn’t sell it to us. Still baffled by this we asked why it was removed. She said it was removed due to its large size and that it was too big to handle and was essentially a prop now. What??? You can see from the pictures below that it is displayed for sale, not staged as a prop. We offered to bring our own truck so that delivery wasn’t needed. Still no. We asked to speak to the manager. She replied that she was the manager, but I didn’t get her name. She was a black woman in her 20s or 30s and she was situated near the front entrance. My husband asked what would be done with the piece. She said it would be sent back to the warehouse in Humble, TX on Monday and be demolished. Let me get this straight, it could be moved from warehouse to store and from store to warehouse but it is too large to sell?? You have paying customers standing right in front of you but instead you’d rather destroy it?

What kind of business model is this??

I called customer care the next morning (11/12) and spoke to a Rachel and explained the situation. She said we were given incorrect info and that when something is removed from inventory it’s done so because they will no longer be carrying the item and it should have been offered to us at a discount. She said she emailed the store manager and assured me I would receive a call shortly. I never received a call. So I called customer care again on Monday (11/13), but they couldn’t connect me to Rachel,  so I told my story to another “product specialist” as your reps are called. We asked her if it was on display at any other store in the Houston area, as we’d be willing to drive the distance from where we live in Sugar Land, TX. She said she could see the item was still on the floor at the Katy location and was also on display at only one other location — in Mission Valley, CA. She said it would be up to the discretion of store manager to sell a piece that was removed from inventory (different story from what Rachel told me the day before) and that she would submit another request to Katy store manager to contact me to discuss, adding that it could take up to 24 hrs to receive a call back.  I‘ve received no calls from anyone from either time the request was submitted.

The sales associate at the Katy store is obviously a liar. She obviously was not the manager since she didn’t know proper protocol, she lied that it would go back to warehouse on Monday, since customer care product specialist determined it was still on the display floor on Tuesday, and she lied that it couldn’t be sold. Unless your customer care product specialists are also liars. Either way, you employ liars, and your store managers have zero follow through, so all of this demonstrates a total lack of integrity. This is how you want to be represented to and viewed by your customers? That’s fine. We’ll be happy to spread the news.

We have a $50K furniture budget that we will be spending elsewhere since your company wastes people’s valuable time by displaying items that you have no intention of selling.

What a pitiful service and business model. At the very least I hope someone from the corporate office has the decency and integrity to...