Living Spaces — Local services in Vista

UPDATE 1/16: I wrote my previous review too quickly. All is great with this store unless you have to go down the hole of Living Spaces Customer Service Hell.

If you don’t need to customize anything, it’s probably fine to shop here. But once you want something customized, I highly recommend you choose another store if you want to save your sanity.

Saturday 1/11 my husband and I decide to purchase a custom sofa. We are helped by a nice sales representative whom we were VERY specific that we needed a small sofa (74”), but then her shift ended and another representative took over who was also very nice and helpful. Somewhere in between the switch it was not conveyed that we needed the 74” sofa, NOT the 93”. Even though we sat on the 74” sofa that we wanted and discussed with this new representative, little did we know she did not get the memo.

We go to checkout and and sign the documents at 6:30 pm. We go home and after 9 pm I noticed that they had us down to purchase the 93”, NOT the 74” sofa. I immediately contact the email at webhelp@livingspaces.com and to this day I have not gotten a reply.

Panicking, we go the next day on 1/12 at store open to inform them of the mistake. We met manager Tomas and he said we had until 8pm on 1/11 when we made the purchase to make changes, otherwise we are hit with a 25% restocking fee. However, he said he would email the warehouse and see if we can request to have them change the size to 74” before they began work. Giving us 1.5 hours to make a change is not reasonable, and what kind of “work” would they even possibly do in that short time on a weekend? This policy just sounded like a way for Living Spaces to make more money on an error.

Tomas the manager said he could ONLY email the warehouse and could not call them, and once they emailed a response he would get back with us via email or phone call. I understand that this is Living Spaces’s policy, but there are many other furniture stores who can provide better customer service and try to work with the warehouse. Keep in mind, that just over 12 hours had passed between the time we signed the paperwork to when we revisited Living Spaces.

To add insult to injury, we met the representative who wrote up the paperwork on our way out. When we talked to her, she was very positive but didn’t sound apologetic at all. That just put a really bad taste in our mouths, because we were going to buy a nightstand there at the store but because our experience was so negative, we just walked out and bought at another store.

I called EVERY DAY to the Living Spaces customer service number which is a call center in India for an update since the store has NO DIRECT LINE. I was given the run around and each representative would tell me something different.

On 1/16 after I opted in for a survey and wrote a bad review after another disappointing phone call to a representative in India did I get a call back from Tomas immediately after. Coincidence? I don’t know. He informed me that he received an email response on Monday 1/13 but was sick for 2 days, but the warehouse response was they could not make a change without hitting us with the 25% restocking fee. We didn’t have a choice and if we cancelled we’d still be hit with the fee, so we agreed to it. Because he called to inform us few days later, it pushed our delivery date back by 4 days.

Bottom Line: go somewhere else if you want something customized. There are many other furniture stores with better backend customer support who actually have your best interest in mind and are willing to go above and beyond for your patronage (as long as the request is reasonable). Our request was reasonable and we responded quickly, but Living Spaces would rather make an extra $300 than provide a good customer service experience.

Great experience here! Staff are helpful and not pushy. Christina helped us and she was very knowledgeable. She offered great suggestions when picking out the fabric for our sofa and...

A Nightmare Experience with Living Spaces - A Cautionary Tale

I cannot emphasize enough how horrendous my experience with Living Spaces at 1900 University Dr, Vista, CA 92083 has been. My recent purchase of bedroom furniture from this establishment has turned into an absolute nightmare, and I feel compelled to share my harrowing ordeal.

On November 20, I purchased a set of bedroom furniture, with the promise of timely delivery. The cabinet was taken immediately, but the rest of the items were scheduled for delivery on November 26. Little did I know, this marked the beginning of a series of disappointments and frustrations.

The delivery, initially postponed to December 5, never materialized. Shockingly, there was not a single call informing me of the delay or any indication that they had forgotten about my order. It wasn't until I took matters into my own hands and visited the store on December 10 that I discovered the shocking truth – they claimed they no longer had the furniture in stock and were unable to fulfill the order, contradicting their earlier assurances of availability.

To add insult to injury, when we returned the cabinet on December 22, a process that they initiated themselves, they issued a check promising a prompt return of funds to my bank card. However, today is December 28, and not a single cent has been returned. Upon contacting the store, I was met with blatant incompetence and indifference. Astonishingly, they insisted that they had no record of the returned bedside table in their system and were unwilling to process the refund.

This entire episode has been an absolute nightmare, characterized by broken promises, misinformation, and an appalling lack of customer service. Living Spaces has proven to be an unreliable and unprofessional company that cares little for its customers' time and well-being. I strongly advise anyone considering a purchase from this establishment to steer clear unless they want to endure wasted time, frayed nerves, and an overall terrible shopping experience. Save yourself the headache and find a more reputable furniture retailer – Living Spaces is simply not worth...

Did not complete delivery. We paid for in-home delivery because we knew we’d unable to move the couch ourselves. Living Spaces contracted with a third-party moving company. They showed up and scratched our doors and walls moving things in. I let them know right away and then they refused to complete the delivery unless I signed a waiver. Nobody is going to sign a waiver after damage already occurred, so I didn’t. They then left the couch outside not even on my property. Cushions on the street, couch totally exposed. No way of getting it into the house myself and now they’re telling me the only option is a pickup for return, but the soonest they’re available is 3 days from now and if the item is damaged they’ll charge me a restocking fee. Supposed to rain this week so I guess we’re just screwed? Don’t order here unless the discount is worth the hassle.

Edit: We talked to “April” from Customer Support. They are claiming the item would not fit despite their delivery crew never saying this or even bringing the item into the home. I offered to show photos and videos with a tape measurer showing the item clearly fits. April refused to accept this. She also tried to say it was our fault we misunderstood the waiver, and that it was waiving damage to the couch not the home. First of all, this is a lie, the delivery guys clearly explained it was to prevent us coming after them for damage to the home (I also asked the see the waiver but they never produced one and left). I explained this to April and she ignored it. Second, if that were the case, why would anyone order from here knowing they need to waive damage to brand new furniture during delivery? Crazy. Lastly I tried to explain to April the item was not even left on our property and again offered to prove it with photos. She did not dispute this but said they were unwilling to do anything about it. The couch was rained on last night sitting outside on the parkway and is now worthless. Our only option now is to file a small claims case. Stay far away from Living...