Living Spaces — Local services in Monrovia

Had a very strange and frustrating experience at this store. While it started off strong, at the end we felt like we were buying a used car instead of some furniture. The real business is high-pressure upsells and financing at the end, just like a car dealer.

We visited this location with the intention of buying 1 rug for our living room. Once we saw the selection, we decided to buy 2 rugs and custom order a sofa. We went from spending $200 to spending $2,500 because we enjoyed the shopping experience and large selection.

Once we finalized the order, our sales rep had to call over a manager to complete everything. This is where it started to feel exactly like buying a used car… the friendly salesperson takes you to the all-business finance manager who presents high-pressure upsells and tries to squeeze out every last dollar. In addition to the sales structure, the upsells are exactly the same: warranty and financing.

First we got a whole spiel about the couch warranty (15% of the cost of the item) and how it was a must. There was a clearly rehearsed presentation emphasizing the ease of using the warranty and example customer stories. I mentioned how I’d like to see the details of the warranty and asked for something in writing and the sales manager told us “I’m here so I’ll explain the details for you”. Red flag.

We said we’d think about it since we had until delivery (custom order couch was 3-4 weeks lead time) but the pressure continued. Eventually we finally got the pamphlet. If you’re considering this, do some research and read the full terms and conditions before you make a decision: it isn’t as easy/simple as they present.

Next was the financing spiel. We didn’t need financing and had never expressed a need to finance but they REALLY wanted us to finance this purchase. There was a comparison to the cost being a few Starbucks trips every week and other strange tactics to try and convince us. We declined their financing and then they tried to push us to BNPL options (e.g. Klarna). At this point we were really starting to feel worn-down, uncomfortable and wary of making the purchase. We wanted to complete our purchase: not get a multi-tiered upsell speech.

Lastly, while shopping our sales rep had told us we had 3 delivery options: outdoor (free - delivered outside the home), room delivery ($39 - delivered to a room in the home) and white-glove ($119 - delivered to the room, unpacked/assembled and packaging taken away).

Rugs are easy to handle and the couch came fully assembled, so we had told our salesperson we’d go for the middle option (room delivery) just to get it inside the spare bedroom of our single-story home. She agreed that this made sense given the items we were purchasing.

Turns out our salesperson was wrong (or lied?) and that option was just delivery right inside the front door. The sales manager told us we’d need to get the white-glove service to get it into the room (3 feet from the front door…). We told the sales manager that wasn’t what we were told by the sales rep and that paying an additional $80 to keep the couch on the dolly and move it 3 feet sounded ridiculous.

Despite this, we wanted to try and make it work. We told the sales manager that we were flexible and open to anything that would make it easy for her to honor what her sales rep told us, but she wouldn’t budge.

After 3 hours of selecting what we wanted and having our order value go from $200 to $2,500, we walked out without buying anything because of high-pressure sales tactics and what felt like a bait-and-switch at the end.

While shopping I messaged a few friends who recently purchased homes in the Pasadena area, sending pictures/videos of the store and items I thought they’d like. They were all impressed and planned to visit. Once we told them about our experience at the end, they were shocked and now won’t be going. Yesterday was our first time visiting a Living Spaces store and it will definitely...

I just moved to a new house and I was looking for what furnitures I need, especially a dining table. I was greeted nicely in front and asked what I was looking for and said a dining table. I went out from the dining section since I cant find what I need and want and look for what else I need but i noticed that employees started to keep on bothering me, and I heard on the radio from an employee who secondly approacched me that they are looking for me saying the guy on a white "shirt", so before that , it was me all along that they calling "sir" before that. So I got iritated and confused why these people keeps bothering me and decided just to get out. On my way out, a 3rd employee approached me and interogating me why I went to the other section in the store and saying that there is only one dining section and like I dont need to go somewhere else in the store. So I felt like being controlled and restricting me to go look around, I thought of that moment about why are these people bothering me so much. It was unfair for me being restricted and I felt being discriminated with all their action and how they approached me. It seems like they are belittiling me because I was so simple wearing a plain white shirt, short, and an old slip on shoes and my hair is a mess because I have a curly hair. I showed my gucci wallet and said I am not a homeless to the 3rd employee if they think that way. I approached the guy in front and said what happened, but the guy exhibited a poor customer service and acted like he did not understand how I was discriminated and belittled by them. I was so disappointed and angry. I was shaking in anger but I remained calmed and spoke to them peacefully despite of the horrible experienced I had with them. Obviously these people are not professional and doesnt know how to approach a customer well, or even even somehow approach a human being who has an emotion. Empathy cannot be learned since it comes naturally to a person, but we all have the ability to think, but do these people has the ability to do so? Is it natural for these people to judge people? I did not know how to act like I want to even show my master's degree, but I don't want to brag anything since its pointless too. I have traveled to many countries and ecountered many people who has different kinds of culture and no one had ever discriminate me even I was wearing a short or slippers or even how curly my hair is. No one aplogized to me in the store except from the corporate guy that I called. I don't need anything or expecting any apologies from these kind of people, but I want to suggest that atleast be kind if you can't be a professional. We are all human who has emotions. Please...

I have been a living spaces customer for years now, but have now become so disappointed, angry and distraught at how no one is taking accountability for what is occurring with my sofas. I purchased sectional sofas from living spaces 5 months ago. I purchased the stain, water etc. proof material for my sofas. Because the sales person promised me that no matter what I dropped on it, it would come off I purchased a light color for the material. All the stains that have occurred thus far on my seat have not been able to be removed. They may wipe off initially but then within a couple of days the stain will resurface and look black. My sofas look so disgusting because of this. This is false advertisement on their part. If I would've known this in advance then I would have chosen what ever other material I wanted and of course darker to mask any stains. Not only that but within a month some of the stitching came undone. When I opened a claim the tech they sent out told me he could only clean 2 stains per claim and that I must submit subsequent claims in order for him to clean the rest of the sofa. Not only that but Sammy the tech, also told me the rip on my sofa needed to be bigger before he could fix it. How ridiculous is this. I then submitted another claim for the stains, rip on my sofa and now sinking of sofa (it literally feels like we've had these sofas for years with how horrible the seats dip when you sit on them). The same idiotic and incompetent tech came and told me he was only their for the stitching and would submit in his report the stains that are unable to be removed and the sinking of the sofas, which he stated it a manufacturer defect. When I called living spaces to follow up on the techs report all he wrote was that he fixed the stitch. No where in his report did he write what he said he would about the stains and sinking of the sofas. I don't understand why he took so many pictures of the defects and promised me he would write all these issues in his report, when all he did was write that he fixed the stitch. I am beyond upset and when I asked living spaces if I can escalate my claim to someone else because all that is being done is absolutely nothing and just wasting my warranty time that I have; she said all she could do is open the claim again and that they would contact me to send a tech over again! How absurd does that sound. No one is helping me. As a customer it sounds like there is no leadership and accountability in the team, no one has a boss and everyone does as they please. I need a resolution not just...