Lovesac — Local services in Niles Township

NOTE: THIS REVIEW HAS NOTHING TO DO WITH THE FANTASTIC PRODUCTS:

I ordered a Citysac insert & cover from this store in late March. They had the insert in stock and Ola said the cover will be mailed to me in 4 weeks MAX, but most likely 5 business days. This was perfect because I am moving on 5/1, so she essentially guaranteed I would receive it before I moved.

11 days past and I reached out to customer service at Lovesac to see where the product was and to see if I can receive a tracking update. Nicole (customer service) informed me that it was on back order and will be shipped sometime between 4/27 - 5/11. She also mentioned they will not know when the product will be shipped until the day it is shipped.

Not only was Ola completely wrong about the delivery time, somehow a company that sells such a premium product does not know where an order is in its own pipeline until the day it is shipped? Coming from someone with a supply chain background, that is absolutely unacceptable. Now I have no idea if I will receive the product before I move or not thanks to a sale's associate at the Skokie location and an outdated logistical system. It will be a tremendous hassle for me if I don't receive the cover before my move...

If we have zero star I would give it to them for bad customer service. Our furniture came in a timely fashion but the cover was delayed. We contacted the store and asked for our missing order, they told us the sales person will call us back, we waited and nothing happen. We call again the next day, same reason someone will call us back. On day three, we call again same promise. We found out that our sofa cover is back ordered 4-6 weeks. We already get rid off our old sofa because we are under the impression the order will be completed. The worst thing is we refer this store to our friend, they order the same furniture and got their order completed. I gave them zero star for handling this issue so bad, the people there should take ownership and apologize for whatever screwed up they're doing not blaming for some lame computer glitch issue. I talked to the store manager still defending the computer glitch and told me "you're not responsible for keeping the furniture"!!! I was like "WOW" I got to go now no need to argue with them, honestly I was disgusted. The store manager and staff need to take some serious customer service courses they dont know how to resolve an...

My husband and I have been working on our home and revamping it! We thought, what better way to finish our look with a Lovesac sactional! Even during these crazy times, the Store Manager at Old Orchard, Sami, was awesome! I reached out online as the stores were technically still closed and a rep responded immediately and put me in touch with Sami. She inquired about our needs and I told her it was important to have a fabric that is good with dogs. We got to the store during a rain storm, masks on, and had a perfect experience! Sami’s customer service skills were on point, she was professional, but fun! She explained all the fabrics, the seats, the sides, and used blocks to show us how we can set up our sactional. She got us so excited about our purchase and we are going to only use her when we are ready to dive into a sac! We can’t wait to get our couch! Thank you, Sami for a...