Living Spaces — Local services in San Leandro

Like I said, COMPANY Service NOT Customer Service. Due to a work assignment I was unable to leave work in time to make it home before the scheduled delivery window which began at 1pm. I am a government contractor, and unforeseen circumstances prevented me from leaving the work area on this particular day until a condition could be cleared. Circumstances beyond my control. I called Living Spaces as soon as I was able to let them know and was told that their delivery people were not required to wait, and that they probably would not wait, and that I would either be charged a re-delivery fee if I wanted them to come out and re-deliver or a restocking fee if I wanted to return the item. I asked if they could please contact the driver and ask them to wait for a short time, and that I was on my way and I was trying to get there as fast as I could. I was told that under no circumstances would they wait for me to arrive, and that I had signed a contractual obligation when I PAID THEM for the couch AND the delivery, that required me to be at my residence between the hours of 1pm and 4pm on 8/16/2018. I arrived at my residence at exactly 1:21pm, and they had already left at 1:18pm, I'm pretty sure I saw their truck leaving at the stop light by my driveway. The customer service rep AND her manager were extremely condescending when they told me that I had violated the delivery contract and so there was nothing more they could do for me at this point except collect either a re-delivery fee or a restocking fee. I made every effort to communicate with them and to arrive home in time, I used my own leave from work to be there, and they are essentially telling me "sorry about your luck, we don't really care, and we are going to charge you $220 for a piece of furniture we ATTEMPTED to deliver to you." I don't believe waiting for an extra 6 minutes past their required 15 minutes would have caused them to exceed their 3 hour delivery window with ANY of their remaining deliveries, which is the excuse I was given as to why they refused to wait. I feel like they were intentionally trying to be difficult and unhelpful to me while making sure that NO company policies were violated in any way. They made sure I knew that I was talking to corporate and that there was absolutely no one else at Living Spaces who knew or cared about my situation. I had filed this complaint, in part, hoping that Living Spaces would do something about their customer service and their inflexible company policies so this doesn't happen to anyone else. However, it appears that they stand by their pathetic attempts at customer service. I have filed a BBB complaint and they are refusing to refund my money in full. I personally will NEVER purchase anything from Living spaces again and since they are charging me a $99 delivery fee and a $120 "restocking fee" (whatever that means) I will make sure that the loss of my business and the business of everyone I know will have a much more financially significant impact on Living Spaces than their fees do on me. Living spaces is one of THOUSANDS of furniture stores, there is NOTHING special or unique about them that I can't get anywhere else. I hope they enjoy the $220 they stole from me, I hope it is worth that $220 to lose thousands of dollars in business. FYI it isn't. These inflexible company policies and poor customer service management and employees is why thousands of retail companies go out of...

I've seen all the terrible reviews on Yelp, and I've seen all the high praises on Living Space's website. This review is based solely on the customer service I have received in store. As soon as we walked in we were greeted and directed to what we wanted to look at. Fabian offered us great help and service without being pushy. He answered most basic questions we had in a professional manner. We were his first custom order so it took a little while longer than say a seasoned vet, but my girlfriend and I had no where to be so we let him take his time. He also helped us select some new sleep pillows, and got is checked out. Overall the ordering and payment process was pretty straight forward and simple.

All custom deliveries take 3-6 weeks for delivery. I noticed on Yelp that A LOT of people have complaints regarding their delivery service, scheduling, and receiving damaged items. I plan on inspecting my sofa when it arrives before I have them bring it inside. I can only hope that everything goes accordingly and my item is in perfect condition.

Update: This a little past due but I received my sofa after about 6 weeks from the purchase date; 5 for production and 1 for delivery date. I had signed up for their text notifications on the progress/status of my order but they only sent me a text at the very beginning asking for a review. No other time did I receive a single text regarding my order.

I called the 800 number after exactly four weeks to check the status. The gentlemen kindly informed me that my order had finished production and awaiting shipment to the warehouse to be scheduled for delivery. I waited and waited for a phone call to schedule delivery but it never came. Exactly a week later I called again to ask the status and the lady this time told me they were still manufacturing it. I told her what the previous rep told me and she said she will email the warehouse to see what the deal was and would get back to me.

The very next day a rep called me and said my sofa was ready to deliver, and the earliest date was the following Tuesday which was a week away. It should be noted that when scheduling delivery you pick a day with a six hour window. Then the day before delivery you will get a confirmation of the delivery date with a three hour window at which they will arrive.

For us it was originally 12-6pm. They texted and said they will be they will deliver between 12-3pm. They arrived at about 2:30pm. They came, my girlfriend inspected the sofa and saw no damage, punctures, or tears of any sorts. She asked they put the sofa in the living room and they did so.

Overall we really love the sofa. The color and layout was exactly what we wanted, it's comfy, and it has a solid build to it considering how little we paid for it. I would definitely recommend others to shop at Living Spaces. Just be aware of how long customs orders can take. I'm sure stock items would be much quicker since they can deliver within two days. Also know that you do have a right to refuse any damaged items upon delivery. Make sure you read your receipt thoroughly to make aware of what you can do to prevent yourself from being nickled and dimed for returns, exchanges, and cancellations.

I hope my review helps, and don't focus so much on the negative...

Damaged item. See photo.

July 1st, 2021 Another update. The replacement has been delayed. They let me know the day before it was supposed to be delivered that is no longer coming. How convenient for them. Now I have to reschedule. But the system is not allowing me to. I’ve messaged them on the chat a few times and no one has answered. It’s been almost 24 hours. Reallllllly slow customer service.

I guess my housewarming party will have to wait another month ….

Update:

Bumped the 1 star to 2 stars since the Chat to exchange the item was fairly easy. I just wish The item came undamaged. Either way, it’s getting exchanged a week from now. Hopefully, the 2nd one isn’t damaged. I asked the Customer service person to put a note for the warehouse to make inspection before delivering it. Fingers crossed! —————

I should have listened to Marty’s review… service in person was A+. Delivery was great, everything organized. Item was delivered on time. I opened the box and the dining table had two chips. Did a chat online and no one has responded even though it shows that they saw some of the messages. Am on a call now… 39 min wait. I might have to go in person. What a joke! Makes me think I should have just ordered from Ikea or even Walmart!!!!! I’m sure no one from Living Spaces give a shit about us small people. So please, everyone, take note that you’ll be dealing with a lot of BS IF you order from them. Crap, I have sofa coming in July too! That’s gonna be fun dealing with that! I mean, I prayed that I got lucky and didn’t have to deal with damages but! I guess I was unfortunately. Will need to deal with the sofa next month too. Also! Maybe the moving company need another guy with the move. I only saw 1 guy. I could be wrong but having the proper amount of help could decrease damages. Never again!!!

Took them 30 minutes to tell me since my item just got delivered today, it’s locked and I have to contact them tomorrow. Oh, Joy!

Update. July 21st. RECEIVED MY SOFA TODAY (on schedule).

4 stars for this particular experience.

No one from customer service ever answered my chat message. I asked them to ask warehouse to check items before sending (asking this because the first item(dining table) came damaged because it was probably a return since it was not in it’s original package).

Onto the sofa deliver:

But deliver was great and items actually came NEW this time. For the previous order the table was not new as the original package was not all there. The sofa had all original package and was clean. There was one small rip which might have happened while deliver person was carrying it but the rip did not damage the sofa. So no complaints...