Lovesac — Local services in Nashville-Davidson

Let me start by saying that this is not a review of this location, but of the company as a whole!

I purchased a sactional couch about two years ago and have been pleased with it thus far. It was not a smooth process of getting it delivered, but it was water under the bridge for me.

I then purchased two different sized lovesacs recently for our bonus room, and after having them for about a month - decided that we weren't really fond of the smaller one. So I began the process of returning it because they have a 60 day "love it" policy. My original plan was to return the smaller one and then get the next size up - but when I noticed the lag on getting someone from customer service to even respond, I decided to put the brakes on buying any additional LoveSac products.

I began the process of return on 11/1/2020 via phone call to their generic customer service line, and the gentleman I spoke to was less than helpful. He basically told me that I would have to box up the product (that's a no brainer in my opinion), but he could not help me with a label because their system was down and to email customer service on Monday. Instead of waiting, I went ahead and sent the email requesting a return label. In return I got an automatic email response with an assigned case number.

I got a response late on 11/2/2020 asking for my order number and the size I wanted to exchange to. I responded with the number early on 11/3/2020 and informed the representative that I no longer wanted to exchange - just return. The next day I had a couple of one line emails back and forth with the representative (still no return label). By the end of the day on 11/6/2020, I still did not have the label so I attempted to call the customer service line again and got the "we're experiencing high volume, we'll call you back". In lieu of sitting and waiting longer, I began a chat message to hopefully reach someone, anyone really, who could give me a status update. All I needed was the label so I could drop the thing off at FedEx and move on.

Someone responds via text message and says that the label was created at midnight and I should have it by end of the day or first thing Saturday morning at the latest. . . . but it did not happen. So today (11/9/2020), I began the process of trying to actually talk to someone and get an update. I finally get (1) label in my email - but I needed (2). One for the LoveSac insert and one for the cover - I mean I repackaged it the same way I received it, and I was never told otherwise from any of the representatives I spoke to.

At this point, I wonder if it will take another week or more to receive an additional return label? Also, when I spoke with the last rep about the need for an additional label - I was in the process of asking how long it would take for the funds to be returned, but she cut me off and disconnected the call. . . . So I wonder how long that will take?

The really scary part is that I spent $8k on a premium couch in part because of the premium customer service I expected to come along with it. But if LoveSac can not execute a simple return smoothly, how would they handle a lifetime warranty issue? Would I have to wait 6 months or longer to get something repaired/replaced? If at all?

Unfortunately, I do not believe we will be purchasing any additional...

My friends and I went to the Mall in green hills where they had a Lovesac store. Once we walked in, we were looked at but not greeted. There was one elderly saleswoman on the floor helping another customer. We sat on the couch in the entrance where my friends and I started to design an idea for what I wanted my couch to look like with the wood blocks on the ottoman. While we were doing that, the saleswoman comes over and without asking or speaking to us, grabs a piece of the connecting blocks from what I just put together, walks away and gives it to her customers! That was so rude! After we waited so long to get the piece back or get help (about 25-30 minutes) I just helped myself to look around at fabric options. The saleswoman still has not greeted me however, she eventually sees me pulling fabric over to where I was sitting and gets a salesman (Kendall) from the back. He was a green employee and you could tell he was in training because he had to ask so many questions to the saleswoman who wouldn’t help me. Long story short, the saleswomen’s customers, she spent so much time investing in and being rude to me over, left with their quote and I ended up buying mine 20 minutes later with Kendall. Moral of the story, never judge a book by its cover. Keep your hands out of people’s wallets and offer all options regardless of their appearance (me being a 35 yo black male wearing track pants and a t shirt). Greet everyone as if they’re willing to purchase from your establishment and be kind. Thank you to Kendall for selling me this great couch. It’ll go along with my lovesac SAC. Over 6k for a couch is expensive, but I’ve...

Had a good experience at the showroom, ordered a sofa and a pillow sac. But after getting home and reviewing the invoice, we realized that they had ordered an incorrect cover for the pillowsac. They had ordered the, much larger, supersac cover at a price of $600. Called the Nashville store back to get no answer, left a message and received no call back for 3 days and counting. Called their main customer support number and got through to someone, and they informed me that I would have to pay additional money to get the correct, smaller and less expensive, Pillowsac cover. I discussed with them that a more expensive and non compatible cover was ordered by the showroom salesperson, and we simply wanted the correct cover and should drive some sort of a refund. They sent an invoice for a pillowsac cover and never sent any kind of a cancellation for the incorrect cover. Not sure what I’m about the receive when the products show up, but I’m assuming that after spending upwards of $5 large, it’s not going to be right... I will update this review after receiving the shipment.

Update: Lovesac made everything right, the day after I posted this review. I can really stand behind a company who makes things right, we all make mistakes, it’s about how it’s handled once a mistake has been made. Lovesac has exceeded my expectations in making this right. ...