Lovesac — Local services in Murray

At first it was a very good experience. We visited the store because we knew that what we wanted would be very expensive and wanted to see the sactionals in person. They were very good at explaining all the fill and layout options. They had us use the little wooden blocks to layout what we wanted so there was no misunderstanding with what we wanted. After pricing out our couch the total came to just over TEN THOUSAND DOLLARS. They suggested waiting just a little bit because there would be black Friday deals that would lower our price. They saved our estimate in their system and told us to call once the black Friday deals hit and it would be a simple transaction. And it was! We were able to save 25%! Well, fast forward about month and our order started to arrive. It came in 3 different shipments on different days and took several hours over the span of several days to put it all together. It's quite a process. Finally we had all the pieces put together and guess what... One pillow was missing. Upon contacting lovesac we were told that we had received our whole order. So the associate we were working with had forgotten one pillow when submitting our estimate. We were told that this was our fault because we didn't thoroughly check our itemized estimate. Which, by the way, uncludes 33 total pieces. They're right, we didn't check because we had an expert put our estimate together based on the wooden block layout. Shouldn't have trusted them I guess. So unfortunately our one missing pillow was not paid for and we would have to purchase another one. And it gets better. They want us to pay full price for it. We insisted on receiving a 25% discount because that was what we got for the rest of our order which should have included the one missing pillow. They told us they couldn't do that because it had been too long since we ordered... We called as soon as we received all our shipments and noticed it was missing. So it's also our fault I guess that it takes that long to receive a lovesac order. We were told that they would have to get approval from the district managers or something like that. Well, it's been over a week and we haven't heard back. We love the sectional and think it's awesome. But we have been shocked at the level of customer service following the most expensive furniture purchase of our lives. The very competent and knowledgeable people who helped us buy a very very expensive couch are no longer helpful. At all. Again, we love the couch, it's really nice. It's a very well thought out product. We are extremely frustrated and disappointed in the customer service. Not a great end to what started out as something so exciting. I recommend lovesac products but suggest being very very careful as you work with lovesac employees and double check everything because they are very slow to accept any responsibility for mistakes. UPDATE: We were finally able to get in touch with Luke after never hearing back. He spent a good deal of time looking for the email and/or response from the district people. Not really sure if that ever even happened. In the end Luke told us there is nothing he can do. No discount whatsoever or promotion of any kind. After buying a $10,000 couch they were unable to honor our discounted price for one single pillow. Which they forgot to include in our order. This has ruined our awesome new couch experience that we were really excited about. Now when all our family and friends we had told about it ask... It's a bummer to tell them about our new very expensive couch. There are also other problems with the couch such as the color of the different pieces not quite matching and the down feathers occasionally poking you and having to be pulled out. But I'm sure there isn't anything they could do about...

I purchased my sactional in 2020. The customer service at the store was great then. However, I had done a ton of research online, built the sactional I wanted on the website, measured the room it was going in and had all the details ready when I went to my appointment at the store. Since then I'm pleased with how well it has held up. I have some things I'm not thrilled about especially because the sactional is expensive comparatively. Mainly 1) The "ease" of moving the pieces into different configurations and 2) the price of accessories aka extra extra foot and metal clamps.

The sactional, in my opinion, is over priced. It's plywood, screws and some fabric. Not that much engineering went into making these. The founder just patented it so no one else could do this. Let's be real about that. But I do love it and have enjoyed using it. We saved up and bought these when our old sectional finally gave out.

These are not easy to reconfigure. My husband, who is fit and strong struggles getting the metal clamps to pull the pieces together. This is a mass manufacturing error because the pieces do not always line up. You really do have to get some slots to line up just right for them to go together. Then you have to pray you don't cut yourself trying to push the metal clamps into the slots. My husband has cut himself several times on the sharp wood edges from the sides slots. Why weren't the edges sanded/rounded? It's expensive enough that should be done. Last night I needed to add a piece to my sactional to make a "bed" configuration. It was very difficult to get the metal clamps into the respective slots. I did not move the foot pieces around because I'd have to take apart the entire sactional to do that.

That brings us to the overpriced accessories. When we purchased the sactional our sales person and the manager both said enough foot pieces would come with it to make all the configurations we discussed. This was not true. We have since found we needed two extra foot pieces. They are $50 each. They're MDF and the laminated wood has started peeling off on most of our foot pieces. The product is an insult for the price. The foot pieces are great for giving the sactional a sturdiness, however, they make reconfiguring a pain in the behind. The pieces must line up perfectly with the foot to fit in the slots. This brings up the mass manufacturing issues again. It becomes a chore to reconfigure.

The fabric covers came smelling super bad. They are nice fabric but we had to air them out and wash them before we could use them. They smelled of strong chemicals. I know a lot of fabric mills are in China now so I'm not surprised these came from there but the smell was atrocious.

The cushions have held up well enough. They don't hold there shape for long when being used as an ottoman or chaise.

Just a reminder, the sactional is more expensive than other options. I expect more from something so expensive. A 4 piece sactional cost us $5000+ on sale in 2020. It also took them 2 months to ship them which surprises me since they're just mass manufacturered parts. They aren't making these to spec for each order. Overall, I only recommend these if you can afford them. I do love my sactional but it does have some downfalls that it shouldn't have. Just wanted to give people an honest review after using these...

Glen the salesman was great. Came in on the 15th to check out the sectionals. Spent $5,000. Confirmed with Glen multiple times throughout the appointment that the couch would take a minimum of 3 weeks to be delivered. We move to Tennessee Monday, February 22nd. I confirmed multiple times that there is NO WAY the couch would be delivered before we moved to Tennessee. Guess what? The couch is being delivered before the 22nd. I have spent hours on the phone with FedEx and they say there is nothing they can do because in order to place a vacation hold, I need to have a physical code mailed to that address to confirm the hold. I cannot do that because I am literally not in Tennessee yet. So I am having a $5,000 couch delivered tomorrow to an apartment in Tennessee with no way to put it on hold. When I called the Lovesac store tonight, a man answered the phone and would not listen to me explain that I could not put a vacation hold on the package(s). He kept telling me to have fedex hold the packages, but fedex is telling me that with the quantity and size of the packages, they are unable to hold them and must deliver them tomorrow. The man also said “well, we usually say 3 weeks but they’ve been running early lately” and laughed. Gee, thanks.

Eventually my salesman (Glen) called me back and left me a voicemail saying the same thing (place a vacation hold and fedex can hold the package up to 2 weeks—which is untrue according to fedex). This has turned into a $5,000 nightmare of what was supposed to be my birthday present of an awesome couch. I am left with an awful taste in my mouth for any future purchases from this company when the salesmen are so ill informed. Will not purchase again and no matter how great the couch is, will not recommend ever.

There is a shipping associate at Lovesac named Ty who had emailed me my shipping confirmations, and I emailed him back saying I couldn’t have them delivered on that day and needed it delayed. He assured me he would place a hold. Nevertheless, fedex has possession and has assured me they are delivering them tomorrow. So that didn’t work either.

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