Lovesac — Local services in Sycamore Township

We recently purchased a Lovesac couch and LOVE it.

In-store shopping experience: Fantastic. We worked with Zoe at Kenwood Towne Center. She put zero pressure on us, educated us thoroughly on everything we needed to make our decision, and helped us book a private appointment so we could be COVID-safe and have the time and attention we needed to understand our options.

Post-Purchase Customer Service Experience: Also fantastic - including receiving full directions on assembly via email, detailed tracking information that helped us know exactly what to expect from FedEx, and getting an adjustment on our purchase total when a new, better promotion became available within 14 days of our purchase. Claire & Joy were both incredibly friendly and helpful.

So now, let's talk about the couch. Packaging: The pieces are very well-packaged and everything is well-made, high quality.

Delivery: Our order was ready to ship in

I seriously wanted to give these guys 5 stars but I just couldn't. Let me break it down: The store - It's great, good layout with plenty of product that you can see and touch all the pieces. It allows you to understand what you are purchasing and the quality of that purchase.

The product - High quality no doubt but worth the price? You'll have to be the judge. People who purchase these usually have a reason. They want flexibility or a certain design or want the quality of the product. These are NOT your run of the mill couches or sectionals. We purchased a sactional with 6 seats. Plan to change the design once we are empty nesters and downsize.

Customer Service - (2 ways) First over the phone to the company customer service. Very helpful and they work with you to fix the problem or answer the question however they don't know you or have never met you. Therefore they should be nice to you its there job. It's in the nature of customer service.

Second in the store. Here we lose a star (maybe should be 2). Now we visited our local store 3 times and spent easily 20-30 minutes or more checking out the products and answering questions. I probably called about 6 times. It's a small store and with limited staff. So usually you'd get the same person again or they look you up and know we hat you are interested in. The sales folks were incredibly nice and helpful. They're attempting to convince me to spend $5K+ on a couch so yes they should be.

Here is the issue, now when I call the store to ask questions about sales and spending even more money with them (above my $5K)...nothing. Either you call and leave a message and no one calls back or you call and get the new hire who seems to care less. You can tell they are new because they are asking their coworker several questions. Also when asked other questions which they clearly do not know the answer to they makes up an answer. Which when your selling "High end, High priced" sofas to people who already bought it leaves a bit of a bad taste in your mouth.

In the end our overall experience has been good. I would not rely on the store for help other than the courting phase to get you to buy, after which as they say the honeymoon is over. I can still get what I need from corporate, I only wish I could have the...

We went to 3 Lovesac stores before settling on the Kenwood location to make our third Lovesac purchase. We chose that location because of the manager, Megan. I needed someone who could answer my 100 questions and she didn’t miss a beat. We needed a very large sectional but because Lovesac gives you so many choices for cushion firmness, materials, and configuration, it took me forever to decide. Megan was so patient and knowledgeable (even allowing me to take the samples into the mall to see it under different lighting) to ensure the color was exactly what we needed. When I wasn’t sure about the color samples in the store, she encouraged me to order other samples not available in the store to ensure I was making the best choice for our family so I took her advice and I’m so glad I did because it was one of those I ended up choosing. Since ours was a custom order it took a bit longer for delivery but she checked in via text every few weeks to give me a status update and ask if I had any questions. When I ordered my sectional I didn’t have my military ID paperwork filled out for the discount they offer so she allowed me to fill it out after the purchase was made and once approved she applied it to my order this reducing the final price I paid. Our sectional arrived Thursday much to our delight and she just texted me again to ask if everything arrived as it should have, if I was happy with my purchase, and would I send her pics once we set it up so she could see how it looked in my renovated living room once it was all assembled into the configuration we chose. I don’t know a single other sales person who bothers to offer this kind of personal touch and customer service! It was more like dealing with a friend than a sales associate. I am so appreciative of the whole buying experience, not just because we love the Lovesac product because I could have purchased it at any location, but I am truly thankful that Megan was working the day I walked in to Kenwood to select my sectional. I hope Lovesac appreciates the employee they have in her! It is very rare in today’s climate. If you happen to see this review, Megan, I want to thank you for all of your...