Living Spaces — Local services in Menifee

We purchased furniture 4 years ago w/warranty. the warranty if you don’t use it, you get a portion back. 4 years later, my we didn’t get notified. Khalil @ the store looked up our info & stated that we’re supposed to get notified in 01/2023, but they never entered it into the system so figure it out. Khalil left us a msg that a credit would be granted just as long as we spend 2x the amount. On 03/13, we identified two desks. At the time of purchase, the refund & exchange policy were explained to us, but failed to inform about the credit.On 03/15/24, both desks arrived already put together off the truck. 1st desk arrived unscathed and in perfect condition. 2nd desk:screws were stripped & it was severely scratched so the driver took them back & we did not accept the condition. 20 mins later, my husband went on the website & found another desk. he contacted customer svc to ask if we can just do the exchange paying the difference & have them deliver the new desk. He was told to wait for a call regarding delivery of the desk so that we can order the new desk. We informed about our discount and they weren’t sure that he would have to go to the store about the credit. 03/16/24 we get a text that the original desk would be delivered on 03/17/24 which we called and told them not to schedule it & we are trying to get a different desk.03/17/24 we got text in the that the original desk would arrive on 03/18/24. 03/17/24, my husband decided to get this resolved with the Menifee location. A lady behind the counter was speaking to my husband. My husband described this lady as bing irritated and had an attitude. my husband called me.I could hear her saying “no, we can’t take that discount & apply it to a new desk. The system won’t allow me to do that.” My husband proceeded to ask if there’s a manager he could speak to and she replied that she’s the manager. I called customer service &explained what has transpired. The rep said she didn’t understand why the store refused to help us & that they should be able to honor the credit or offer a solution to us. 03/18/24, we decided to make ANOTHER trip to the store to speak with any other manager but the lady my husband had interaction with. The asst mgr Vontre greeted us and we explained. he diverted us back to the same lady my husband did not want to talk to because it was like talking to a wall. this lady still didn’t offer any solutions and rather kept shutting us down. She then proceeded to say “so i still have your original desk. Do you want it delivered or do you want me to return it?” My husband decided that he was completely unhappy with how we were treated that he will just return the desk. At the end of this conversation, we asked for her name and she said I told you my name is Jasmine and we asked for her last name which her response was it is Jasmine R. I don’t need to give you my last name because I am the only Jasmine here. Today, 03/19/24, I made it a thing where I would make sure our voices were being heard. I went to the website and the online chat turned on. Nelly was on the chat and listened to everything I typed and even made it a thing to apologize to me for ur experience with the store. Nelly made it a thing to escalate it to her lead and making me aware that they would try their hardest to find a solution. Nelly did as promised and informed that the credit couldn’t be given but a ticket would be put in for the matter to be reviewed. This evening, we received a phone call from supervisor Lindsey and I assume she does not work at the Menifee location. In the end, our issue was resolved by Lyndsey and Nelly who do not work at the Menifee store. Jasmine R. needs retraining on customer service, problem resolution, empathy and interpersonal communication. If you are having a bad day, please don’t bounce that onto customers. She was giving us an ultimatum and putting a gun to our heads. I was going to give 1 star but Nelly and Lindsey made it better and they and only they...

My sad saga with this store began when I got an email stating that I had $224 in credit to use towards a purchase. The credit came from extra protection I had purchased five years earlier on furniture and hadn't used.

When I got to the store I was told that I had to spend twice that amount on my new purchase to use the credit. So, I bought a $350 TV stand and two $120 bar stools to reach the price I had to spend. In fact, I went over it. The salesman said that the TV stand would be delivered separately from the bar stools. They would be shipped directly from the vendor already assembled so imagine my surprise when they came unassembled. The stools were difficult to put together and two of the screws got stripped in the process. I had to go to Lowes and buy two more wood screws. I only managed to get one put in. Frustrated, I returned the stools for a refund.

Meanwhile, the TV stand was delivered with paint/finish flaws on one door panel. A technician inspected it and said they would replace the door. However, the next day I got an email stating that the entire TV stand needed replacing so I could exchange or return it. I found more flaws on the pine TV stand and decided to exchange it for a more expensive one made out of a harder wood.

I went into the store and said I wanted to exchange the TV stand for another one. I was told that I'd lose my original credit and I accepted that. I got upset though when I was told I had to pay a second $99 delivery fee. I was told over the phone by another customer service rep that the fee would be waived because the pine TV stand had to be picked up when the new one was delivered. However, the rep didn't put this waiver in their notes of our conversation so the rep at the store gave me a hard time. My ire was building at this point and I asked to speak to the manager.

The manager comes over, reads all the previous notes on my account and starts questioning me about the bar stools! I explained to him about the screws stripping from the cheap allen wrench tool. He says I didn't put them in correctly and that's why they stripped! At this point, I was doing everything possible not to lose my temper and tell him off. Then he says he was looking at my account to see if he could get me my original credit back, but management is picky about doing that. He did waive the second delivery fee and left. I got second thoughts about purchasing the other TV stand so I told the rep to cancel it and just refund my money. She said they would pick up the TV stand on Sunday.

Sunday came, but Living Spaces didn't. I called and was told it hadn't been routed by the rep at the store. Figures! So, they arranged for a Monday pick up. I told them it had to be after 2 p.m. Early Monday morning, I find out that they're coming 11:24 a.m. to 2:45 p.m. I call at 7 a.m. and tell them the time won't work. I'm told all they can do is cancel it and I have to call back in 24 hours to schedule a new pick up! Unbelievable! So, I cancel it and hope I can get it picked up by Wednesday when my furniture from Ashley comes. (Yes, I went to Ashley and had a wonderful experience, but that's another review.)

About 11:45 a.m. on Monday, I get a call while driving from the Living Spaces pick up people that they're at my house. What?!! I asked them if they could wait 10 minutes and I'd be home from my appointment. I rushed home because I was told that if they come and I miss the pick up, I'll be charged a $99 delivery fee. Ugh! I made it home in time. They picked up the cheaply made, defective TV stand and hopefully have exited my...

Absolute horrible experience! Not at the store. We knew what we wanted online, we just wanted to see it in person. THE DELIVERY!! The delivery drivers were terrible. We have a couch from Jerome's that is larger than the one we ordered from Living Spaces. Living Spaces delivery drivers did not want to deliver it into our home because it took a little extra work to get the couch in since we live in a condo, but downstairs. They would need to take the feet off and put it up over the short patio wall and slide it into the door. However, if you put the couch back first instead of carrying it in normally then you can slide it in the walkway, I measured. They told my husband that we would have to take out a window to get it in and they did not take the feet off as requested. They would not do it! I checked all measurements before we ordered the couch, so I knew it would fit. They didn't feel comfortable delivering it, so we ended up telling them to take it back. The couch we had from Jerome's (Harlow model) was 100x42. The couch we ordered from Living Spaces (Esteban II) comes in 2 pieces of 100x38 and 99x38. I came home so upset and explained to my husband the way they should have fit it in. We grabbed the tape measure and remeasured everything and it would have totally fit had they put in some extra time and put it in the way I said: Back first, slide it in the walkway, pivot it and use the patio wall opening (48 inches x 48 inches) as leverage to get it into the door, one person on either side of the wall. Then when it gets to the end, the other person picks up the tail end and moves it into the door. Also taking into account we might have to take the front door off the hinges like we did with Jerome's. But we returned it since they couldn't do that or did not feel comfortable.

A day later, we went to A Plus Furniture in Hemet, CA. WONDERFUL SERVICE!!! Roger was amazing, not overbearing, and patient. We ordered a sectional that came in 3 pieces because we wanted an extra seat. 1 of those pieces is the same size as the Jerome's couch and larger than the Living Spaces couch. All of it was delivered 2 days later. Their delivery drivers fit it into our walkway back first through the gate that Living Spaces said couldn't be done, then teetered it over our patio wall, and into the door WITHOUT taking the door off!! Makes sense right?? AND they put it all together and cleaned up their mess. Our new couch is perfect and is huge!

Living Spaces walkway/door clearance dimensions were 31 inches for the couch we wanted. My walkway and doorway are 38 and 36 inches wide with a 48 inch wide clearance through the patio wall.

I called Living Spaces and explained the situation. They are not refunding us the restocking fee or delivery fee. Keep in mind, it takes 5-7 business days to get a refund. I will NEVER shop at Living Spaces again. I suggest Jerome's or A PLUS Furniture. By the way, Living Spaces has a 1 out of 5 rating with the Better Business Bureau. I made sure to leave a review on that as well. So many complaints and poor...