Lovesac — Local services in Novi

Date: 01/02/2025 Time: 10:05 AM

I usually avoid leaving negative reviews, but this was hands down the worst retail experience I’ve ever had in Michigan. Based on other reviews, it seems like most customers have great experiences with the staff, so I suspect this was a new employee. Let me explain what happened.

My wife and I visited Lovesac to finalize our basement design. Two years ago, we purchased everything for our home from the Pottery Barn store in the same mall, but this time, my wife wanted to try Lovesac.

When we walked in, there was no greeting, no eye contact, nothing. The employee was glued to the computer at the register, typing non-stop. We gave it some time, thinking she’d eventually acknowledge us, but after 30 seconds, she still hadn’t said a word.

We began discussing our options, assuming she’d notice we were serious customers, but she didn’t engage at all. After five minutes, the only thing she said to us was, “Do you have a question?” That’s it—no effort to assist, no attempt to make us feel welcome. Frustrated, we left. She didn’t say goodbye, wish us a good day, or even look up from her computer.

The entire visit was disappointing. An employee like this is the reason businesses lose loyal customers and revenue...

Michelle and the team at the Twelve Oaks Mall Store are phenomenal! Our initial visit to the store was just as the clock turned closing time for the mall, and we were unaware, and they saw us looking in and eager to stop in and they let us in! They stayed a little longer to allow us in, not knowing, stopping into the store was the only reason we stopped at the mall! We had raced to get there and not only was Michelle and the team so great, they all were very very knowledgeable about the product and helped us in every way to make a plan for what we were looking to get! It took some time to finally get things in motion, as we had a budget to work with, but Michelle didn’t stop and kept us in mind for a few weeks until we were able to reach a price we could afford! My husband and I received our shipment last night, built it in two hours, together, and we absolutely love it! We highly recommend LoveSac and we very highly recommend Michelle and the Twelve Oaks team! Thank you so much for all...

Terrible experience beginning to end. Went to buy a sac as a Christmas gift.... waited 15 min while employees chatted and joked before anyone asked if they could help me. I bought a sac and was ensured by 2 employees it would arrive by Christmas. A couple days before Christmas it had still not shipped so I contacted the store and they said it was on back order. Nobody had bothered to call me. Went to the store and picked up one that they had in stock.... it did not inflate even remotely close to the floor models. Also had a large warning inside that one of the chemicals in it is a known cancer causing agent. Took this piece of junk back over 2 weeks ago and still have not received my refund. Called the store tonight to inquire about my refund and the girl had no idea. Waiting for a call back from the manager tomorrow which I’m sure will never come. ...