ComplaintsforLiving Spaces Furniture, LLC

Furniture Stores

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Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I order a bed from living spaces- SO-********* on 3/31/2024 in the Amount of ******. I canceled the order due to me finding another bed. They claim they issue the money back to via sending me a receipt saying they did but I have not received my refund they actually took $200 of the 427 out of my account I was paying payments. I had to cancel my card because they keep trying to take money for a bed that I do not have. I have called over and over about this issue and they keep saying they are escalating the call then they stop responding. I spoke with two rep there an ***** and ******* that both said they are working on the issue but suddenly just stop responding. I need my money back and I need help, no one will help me and I cant talk to a higher up or corporate they stated they dont have that information.
Business response
06/25/2024
Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. According to our records, the refund was sent back to ****** on 4/10/2024, It typically takes 5-7 business days for the funds to reflect, excluding weekends and holidays. We have reached out to our accounting department to investigate any potential issues with processing the refund. We will provide an update once a response is received.
Customer response
06/25/2024

Complaint: 21894082

I am rejecting this response because:
This is what they have told me for weeks, they sent it and they escalating it to accounting and nothing gets done. I would please like my money back, please. I will accept a check! And can you send me a payment id or check number, of proof of the refund that was sent to ******. Can Living Spaces also call Klarna and update them of your refund issues.
Sincerely,

******************
Business response
06/28/2024
We spoke with our accounting department, and they advised that there were issues with processing the refund back to ******. A refund check is being sent to the guest via **** you can use tracking number 1Z9W79E20195128282 for delivery details.
Customer response
07/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******************
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought this SAMBA furniture for $5184.09 (Order #: *********) set on the 2nd of February 2024 while some few weeks after I realized that the form on the sitting portion is coming down, I went straight to the store to lay a complain and I was directed to go the their website and file a complaint, I did complain as instructed but the response was that there is nothing the store could do.
Business response
06/25/2024
Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. We have submitted a request to have the item inspected by a technician, the guest will receive a call from the scheduling department to arrange an appointment. If possible, the tech will repair the item on site; otherwise, a report of their findings will be sent to our warranty department for further review, after which they will contact the guest to discuss the next steps.
Initial Complaint
06/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Living Spaces refused to return my sales tax as promised. I purchased furniture on two occasions and had the items shipped to ****** which didn't require sales tax to be paid. LS collected sales tax and promised to return it after I supplied the bills of lading showing shipment out of ********** to ******. Our agreement is noted on the top of Order # SO-********* where the notation "customer will be sending in bill of lading for taxes" appears. LS now refuses to return my tax.Order Date 3/7/2024 Order# SO-********* Tax Paid $308.45 Order Date 3/22/2024 Order# SO-********* Tax Paid $115.86 Total Tax to be refunded $424.31 LS shipped to ****************************************************************************************************************** Final Destination *********************** CAlle Looney Loop/Don ***** Los Barriles BCS ****** I attach the 2 invoices and 2 bills of lading referenced above. I request Living Spaces return my $424.31 in taxes as promised.*********************** ***************************************************************** ***** ********** ******************
Business response
06/25/2024
Thank you for you bringing your concerns to our attention and we apologize for any inconvenience this may have caused. We have resubmitted the Bill of Landing to the correct department and have requested that they process the refund as per their agreement with the guest. An email confirmation will be sent to the customer directly once the refund is processed.
Initial Complaint
06/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
From 2018 to 2022 we purchased several pieces of furniture and added a warranty in some of them, the only time we tried to use it for a sectional it was not approved and I gave up and never filed another claim. Recently the warranties completed 5 years without being used and the agreement is to return some of the money in form of living spaces credit, I didnt receive a notification for some of the warranties and when I remembered it was already too late to use the credit. I called the company several times, was supposed to receive a callback, some of the employees advised me to drive to the store, some advised me to call the warranty and I was also told I wouldnt be helped.I would like to have the credit for all of the unused warraties added to the furniture and would like to be treated with respect next time.
Business response
06/22/2024
We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused, we will review the calls between the guest and our phone agents and apply coaching where necessary. Win-win eligibility notifications are sent via email, guests are encouraged to check their inbox and spam folder to ensure the email hasn't been overlooked. As a gesture of goodwill, we have extended the voucher until 9/20/2024 please note customers must make a new purchase equal to two times the value of the certificate for redemption. The vouchers hold no cash value and cannot be used for previous purchases. Please give us a call or visit your local Living Spaces store to take advantage of the offer.
Initial Complaint
06/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
So we purchased a dining set at Living Spaces on April 6th, 2019 and purchased a warranty. The warranty if not used will get you store credit but you have to wait 5 years. No one contacted us at the end of the 5 years I called today to check on it and they said that it expired after 60 days. As far as I am concerned it's a scam to keep your money if you forget to call them after 5 years. I have written a bad review on Yelp. The store we purchased from is Living Spaces in ************* in ***********. The warranty is ************. Account is under ********************************* and her old number is **********
Business response
06/22/2024
We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. Upon reviewing the account, we show the guest spoke with our social media department on 6/21/2024, where they were informed that win-win eligibility notifications are sent via email. Guests are encouraged to check their inbox and spam folders to ensure the email hasn't been overlooked. Living Spaces has agreed to extend the voucher until 8/21/2024. Please note that a minimum Living Spaces purchase equal to two times the value of the certificate is required for redemption. Please give us a call or visit a Living Spaces store by 8/21/2024 to take advantage of the offer.
Customer response
06/22/2024

Complaint: 21883819

I am rejecting this response because: why am I required to spend extra money on a warranty I did not use. This is shady practices. For one the sales person needs to discuss if they did I would have never bought from living spaces. Your asking people to spend extra money on a warranty that you recieved the money. Oh and they admitted they never sent an email they hope people just forget and they make the extra money. Look at there reviews an yelp under 2 stars and all locations.

Sincerely,

*********************************
Business response
06/26/2024
Guests who purchase the carefree protection plan will receive a pamphlet that explains the process of filing a claim, as well as a win-win certificate and instructions on how to redeem it after the expiration of the 5-year period. The terms and conditions of the win-win offer can also be found on our website. Our social media department and consumer affairs department have provided guidance on redeeming the voucher. No exceptions will be made to these guidelines. The deadline to redeem the voucher is 8/21/2024.
Initial Complaint
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 6th 2024 I've purchased a recliner at the ********* store very simple purchase went in sat on the recliner then decided to complete the process and went to customer service where a manager completed the transaction and asked me to sign for the credit card receipt and gave me the receipt sadly after 3 weeks the recliner stopped working and soon after I've contacted Living Spaces warranty department and they approved the replacement of the recliner but there is one problem the item is not available until August of 2024 I requested a refund for the full amount which of course they refused to do and asked me to look at the receipt for the refund policy which was never disclosed during the sale or the signing process, i was only asked to sign for the credit card charge and the return policy is on page 2 which was never disclosed and to me that's a violation basically defrauding customers So now i'm recovering from back surgery i had 3 compressed fractures and a meniscus tear which is the reason why i've purchased the recliner that now i must find a way to get rid of it because they don't want it and still refuse to refund the purchase. I can't wait 2 months to get this item and the have nothing i want at this time in stock
Business response
06/21/2024
Thank you for bringing your concerns to our attention and we apologize for the overall unpleasant experience, Due to the premature malfunction of the item and the severe backorder for new inventory, we have made an exception to honor your refund request. Please allow 5-7 business days for the refund to reflect the original payment method, excluding weekends and holidays. Unfortunately, we are unable to retrieve the item from the customer's home, as we do not need the item back. Please dispose of it accordingly.
Customer response
06/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The problem is they took my money said they would refund and still has my money the have no phone numbers to contact them by and are a scam
Business response
06/20/2024
We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. After reviewing the account, we show the guest returned a previous mattress and received a store credit in the amount of $2506.17. They then purchased a new mattress for $6299.00 plus tax. However, there appears to have been a miscommunication at the store regarding the price, resulting in the guest receiving a $300.00 discount off the retail cost. This brought the mattress down to $5999.00 plus tax. After applying the $2506.17 store credit, the balance owed by the guest was $3987.75 as this amount includes the tax.
Two days after the purchase, the retail price of the mattress dropped to $5799.00 plus tax, since the guest had already received a $300.00 discount off the cost of the mattress, they were only owed a monetary refund of $200.00. A refund in the amount of $216.00 was processed back to the original payment method on 6/19/2024, with an estimated 5-7 business day wait for the refunds to reflect, excluding weekends and holidays.
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On December 2, 2023, I purchased both a sofa/chaise and compatible rug for my son as a housewarming gift. Initially, and after about 5 weeks, the sofa arrived with only 3 out of 4 pillows. Since Living Spaces does not allow phone calls from customers into the store, it was extremely tedious trying to get the pillow delivered, and I ended up dealing with their **************** in ***************. This took a great of my time but finally that issue was resolved. The compatible rug that I had purchased for $295 started shedding from inception. I told my son to wait, as I have had rugs shed initially, and after some time they stop. But 4 months later, this one was still shedding, necessitating him having to vacuum around it daily or it would spread throughout his home. Since my son already knew you cannot contact the store via telephone, he carried the run into the store and they said they could do nothing there. What? They said he would have to fill out a form that they would send to their **************** (ah, in ***************). Deja *** The whole time my son is standing there, he is covered in fiber on his arms and clothing from the rug, as well as leaving a great deal on the counter. Does he really need more proof than that? Apparently so, as less than 48 hrs. later, his claim is denied. Obviously, these fibers were not woven securely enough into the rug to prevent its shedding. My son is way more patient than I am, as I would have left it there on the counter and demanded a refund. Unfortunately, it was too heavy for me to schlep in there. This store operates differently than any other furniture store I have dealt with in my 69 years. We maintain 2 residences in ************* and the Bay Area, and I have bought many, many items of furniture and decor in just decorating my current homes. This way of handling business is a disgrace and should not be allowed as they DO NOT STAND BEHIND THEIR MERCHANDISE. If you have a problem, BEWARE.
Business response
06/19/2024
We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. Rugs are considered an accessory and do not come with a warranty. Living Spaces does allow returns/exchanges on accessories within 7-days of receiving them. After review of the account, we show that this is the first time we are hearing of the excessive rug issue, as there have been no previous reports. We are unable to proceed further as the item in question is not covered by a warranty.
Customer response
06/20/2024

Complaint: 21866781

I am rejecting this response because:
My son took the rug into the store on June 15. He was told that he would more than likely get a favorable response on his issue, as the rug was rendered useless due to its construction. He spoke to someone there and they don't have any record? A form was filled out by my son with the assistance of the sales associate.
This store is unbelievable. I wonder if *************************** and his staff On Your Side Bay Area channel 7 would be interested in the way Living Spaces handles their customers. Might be worth an inquiry.
And who handled the reply from Living Spaces??? No name attached to response.

Sincerely,

*****************************
Business response
06/21/2024
Our consumer affairs department manages these inquiries. The terms and conditions can be found on our website as well as the back of the sales receipt. We have a signed receipt on file from the guest confirming and acknowledging their understanding and agreement to the terms. The specifics of this complaint have been recorded. In the event a correspondence from your local news station is received, the appropriate department will address the matter accordingly.
Customer response
06/22/2024

Complaint: 21866781

I am rejecting this response because:
This company is unbelievable in their responses. 100% total lack of accountability for their actions.
Time to seek another avenue.
Sincerely,

*****************************
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased a sofa (Order # SO-*********) from Living Spaces in *********, ** in November 2022. On the date of purchase, I worked with an associate named *******. I explained to ******* that the sofa needed to be:1. Durable. Our dog would likely jump up on the couch, and our small and reckless toddler/infant would use the couch regularly. 2. Given the above, we specifically and unequivocally stated to ******* that we needed a couch with removeable cushion covers, so that we could place them in the washing machine for cleaning when necessary.Given the above, ******* recommended to us the couch we ended up purchasing. The couch was delivered December 9, 2022.Within three months, the covers needed to be washed. We put all of the covers into the washer and then the dryer. After washing/drying, the covers began to unravel at the seams on nearly every cover, creating multiple, significant, and unrepairable holes. The couch, at roughly three months old, was ruined. I initially attempted to file a warranty claim through the 'Care Free' extended warranty plan, but was told that because the couch was less than a year old, we needed to file directly with Living Spaces. When I contacted Living Spaces and explained to them what had happened, the rep stated, "None of our cushion covers are machine washable, and by washing them, you voided the warranty. There is nothing we can do for you." At no point were we informed that the covers are not machine washable, and there are no 'Care Instructions' tags on any of the covers. In fact, ******* recommended the couch to us after we explicitly stated that we needed a couch with covers that were washable. I have tried on three separate occasions to rectify this issue with Living Spaces. They refuse to take any responsibility for the situation, or for their associate's misguided and poorly informed suggestion on choice of couch for our needs. I am seeking an equitable, if not full, refund of my purchase.
Business response
06/19/2024
We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. Living Spaces does not offer furniture with machine-washable materials, care instructions for our furniture can be found on our website. While purchase recommendations are offered based on the details shared with our sales associates, we do not dictate how guests should use their items. The furniture is made up of materials intended to withstand daily sitting and reclining, but we cannot guarantee durability against wear and tear from pets or children beyond normal use for sitting or reclining. As we were not present during the transaction, we are unable to comment on the conversation between the customer and the sales associate. Unfortunately, we will not be moving forward with this claim as the reported issues are not covered.
Customer response
06/19/2024

Complaint: 21865073

I am rejecting this response because:
Living Spaces continues to fail miserably at recognizing a clear deficiency in their policies and the training of their associates.
I specifically stated to the Living Spaces associate that we needed machine washable covers. If NONE of your fabrics are machine washable, it begs the question: why didnt your associate know this?
To insinuate that a customer should have to seek out care instructions for their couch on your website is ludicrous. Care instructions for fabrics are almost universally found on tags on the fabrics themselves. In no reasonable or logical circumstance should a customer be expected to seek out care instructions on your website that end up contradicting the recommendations of your associates.
Living Spaces failed to train their associate to even the most basic of product knowledge and as a result, I am out a couch and $2,000.
Abysmal customer service and business model. Make this right, Living Spaces.

Sincerely,

*********************
Business response
06/21/2024
Please notes that care instructions can be found on our website for customers who wish to access them there. As we were not present at the time of the transaction, we are unable to verify the details of the conversation between the guest and the sales associate. Unfortunately, the damage reported was determined to be caused by the guest and is not covered under the manufacturer's warranty.
Customer response
06/21/2024

Complaint: 21865073

I am rejecting this response because:
Once again, your sales associate informed us at the time of purchase that the covers on the couch were machine washable. It was something we specifically and unequivocally asked about and for.

Living Spaces failed to train their employee on what seems to be a very basic product limitation, and I am out $2,000 (+$500 for the Care Free plan, total $2,500) as a result.

Your position that the care instructions are available on your website is asinine. We requested a couch with machine washable covers, the associate recommended a couch to us based on this request. There was nothing in-store or on the product itself that stated that the sales associate had misled us and the covers were not machine washable. Further, it is completely ridiculous to assert that I should've looked on your website for care instructions. If it's Living Spaces position that we shouldn't trust their sales staff, then that lends further credence to my assertion that Living Spaces failed to adequately train their employee on even the most basic, and apparently universal, product information.

Once again, I am seeking an equitable, if not full refund of the purchase price of the couch. I am happy to come to an agreement on what that refund number should be.

Sincerely,

*********************
Initial Complaint
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 6/13/24 I was scheduled for a delivery and had my husband at home waiting. Their driver drives into the parking lot past the building we are in and drives behind another building and parks. My husband watched from the balcony. He calls the stores nationwide number and gets told they need the gate code for a gate they are already in. He goes down stairs and stands. The driver of the truck parked for 5 mins and started to drive away towards my husband. My husband looks him directly in the eyes and is waiving him to stop. The driver just keeps driving and refuses to stop. I called the number again to get them to turn around and they said they would and even sent me another tracker to when my couch would be delivered. It said by 6pm. At 530pm I called back and they said they won't be delivering it today and we have to wait 24-48hrs before we can reschedule another delivery date. How many times are they going to make him take off work because they are being lazy and didn't want to carry it up stairs
Business response
06/15/2024
We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. Upon reviewing your account, it appears that our dispatch manages were aware of the first unsuccessful delivery attempt and have dealt with it internally. We are showing the items were successfully delivered on 6/14/2024 at 7:04pm, please confirm if you received this order.

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