ComplaintsforLiving Spaces Furniture, LLC

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid f$600 insurance policy on my $4000 couch and there have been claims made for them to fix the issues with this couch and they havent responded back to anything. Its been 1 month now. Reference number for claim is C3061550

  Business response

  08/31/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. After review of the account, we show the guest filed a claim with Carefree on 8/23/2024 with an incident date of 5/15/2024. Per the claim, the guest reported issues with the wooden wireless phone charger not working, one of the center console outlets doesnt work, a cluster of discolored stains on one of the cushions and a deep sink hole in one of the corner cushions. When filing a claim with carefree guests have 30 days from the date of discovery to report the incident, due to reporting these issues outside of the reporting period the claim was denied, the reported issues were also deemed normal wear and tear which are not covered under the plan. 

   Carefree does not offer repair maintenance for furniture that has worn over time; its services only cover specific incidents that have caused damage. If the guest is not satisfied with the decision made on their claim, they can file a dispute by emailing
  ********************* or logging into www.warrantyservice.com. Uniters will review the dispute directly and email the guest a final decision within 30 days receiving the dispute.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im EXTREMELY DISSATISFIED and DISAPPOINTED with the warranty service you offer . 1) Warranty is a third party / subcontractor. 2) Its super difficult to connect with them and they do everything that involves a warranty claim ONLY via email.3. I followed ALL instructions according to their guidelines lines ( my almost NEW sectional has structure issues due to very poor material that need to be replace ASAP . That item is cover under my plan . They refuse to give me a call or send a person to inspect my sectional . Everything is approved/ disapproved through - picture . NOT GOODAT ALL ! Warranty is VERY EXPENSIVE ! Its very unprofessional for Living Spaces to offer a service and doing business with a very irresponsible company . Im planning to make an official complaint with The CA Departments of Consumer *********************************

  Business response

  08/30/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. When submitting a claim with Carefree, guests are required to report any incidents within 30 days of discovery. Failure to do so may result in the claim being denied. Upon further review of the account, we show that the furniture was delivered on 7/13/2023. The guest contacted Living Spaces on 8/17/2024 to open a claim for upholstery cleaning, however, Living Spaces does not cover stains or accidents of any kind. The guest was directed to contact carefree directly for further assistance. A claim was filed with Carefree on 8/19/2024 with an incident date of 7/13/2023, the guest reported loose back casings and loss of shape. The claim was denied due to the guest reporting these issues outside of the reporting period and normal wear and tear. Living Spaces will not be moving forward with this claim as the reported issues are not covered.  

   Carefree does not offer repair maintenance for furniture that has worn over time; its services only cover specific incidents that have caused damage. If the guest is not satisfied with the decision made on their claim, they can file a dispute by emailing
  ********************* or logging into www.warrantyservice.com. Uniters will review the dispute, and the guest will receive a final decision via email within 30 days.

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have placed multiple orders with living spaces to fill our newly built home. Every order has had an issue with items being sent incorrectly or ordered incorrectly. For example, buying a king size bed frame and a queen size mattress is ordered. For the master bedroom we ordered a king size mattress and adjustable base. When it was delivered the base was a queen, and was pulled incorrectly because it was labeled wrong. We had to then correct the adjustable base to a standard base because the height would not work for the bed even though we were assured it was adjustable. We then took advantage of the sleep trial exchange for this mattress and selected a higher priced bed for the exchange. The delivery was set for 8/25 and there were 2 emails confirming that the old mattress and box would be exchanged with the new selections. The delivery drivers arrived and didnt have a new mattress and nothing was on their manifest to be delivered. We were given a number to call at living spaces who then relayed that there was a back order on the mattress and they would not receive anymore till 8/31 and at that time we would work to getting another delivery. No one notified us that there was a back order or that we wouldnt be receiving a mattress. Was the expectation that we sleep in the floor again like the first time we had beds and mattresses delivered in May? Upon speaking to a supervisor the only apology wall for the hours spent today waiting for nothing and future hours waiting of an unknown date was a $250 Gift Card to purchase something at a future date. I asked that we just be compensated on the order and was told that there could not be anything discounted on mattresses. I explained we have couches and tables and several other orders that could be discounted. This was also not an option. So here we are again with a poor experience and errors on what was confirmed to be delivered and not by living spaces.

  Business response

  08/27/2024

  Thank you for bringing your concerns to our attention, and we apologize for any inconvenience this may have caused. The issues regarding mislabeled items were addressed both internally and with the customer directly. It appears that the mattress is on a backorder, we have reached out to the vendor for an update and will provide more information once a response is received. As a gesture of goodwill and in recognition of the inconvenience caused by the delay in mattress delivery, we will apply a discount in the amount of $250.00 to the order once the delivery is complete. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an area rug online on 7/12/2024. I was given a delivery window of 7/22 - 7/26. I received zero communication during that timeframe. On the afternoon of 7/26 I called the company and was told the delivery company would contact me on Monday 7/29. I received no call on the 29th. I called back and basically told that I would have to contact the 3rd party delivery company. I told them h*** no you contact them. After being hung up on by the service agent I called back and spoke to different person. I told them I wanted a refund and canceled the order due to this unprofessional experience. The gentleman told me it would take 7 days to process. I told him I thought that was ridiculous but what could I do but wait. I just back from a vacation and the funds have still not been put back into my account. This is the 3rd area rug I have bought from this company and each time has gotten progressively worst as far as customer service. I call this morning and was put on hold for 20 minutes. I am waiting now for a call back thats late as well Im at a loss at this point as to what to expect from Living Spaces. They have failed at everything.

  Business response

  08/15/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. upon further review of the account, we can confirm a rug was delivered inside of the guest's home on 7/14/2024. A signed delivery ticket serves as proof of this transaction. As of now, no refunds have been issued or are due to the guest at this time. 

  Customer response

  08/16/2024

   
  Complaint: 22141357
  
  I am rejecting this response because:

  the rug that was delivered was the replacement for the damaged rug yall delivered on 7/7/2024. This rug has a different order number than the complaint. This order number is SO-013061156
  the order number on this complaint is SO-*********. The level of incompetence at this company is truly amazing!

  I spoke to a manager named ***** in your customer service department and she assured me that the rug in question was never delivered and the ticket for the refund I requested on7/29 was never submitted by Lving Spaces as I was assured it would be. She said she submitted the ticket and I am to receive a call in 3 days (which is today, so we will see if Living Spaces can finally do something they say they are going to do) and that when I would get credited back  

  This response by the Living Spaces is lazy and laughable at best, but Im not surprised at its been a comedy of errors dealing with this situation. 

  Try again 

  
  Sincerely,
  
  *********************

  Business response

  08/17/2024

  When investigating these complaints, we thoroughly review the details provided by the petitioner. It is important for the customer to ensure that accurate information is provided to prevent any delays in resolving the issue. Additionally, the name and account details associated with the rug in question does not match the name listed on the complaint. However, we were able to locate the correct order and have reached out to our drop-ship department for the status of the refund. The customer will be notified once the refund is processed and receive confirmation via email. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a bed from living spaces, delivered without certain functional pieces required to complete assembly of the furniture. Upon filing a warranty claim, we were told we'd be sent the missing parts. Upon receipt of a new shipment, the parts received, were not the ones initially missing. We were then told by customer service they no longer carry that product and cannot replace any missing items. This was all in the time frame of 2 weeks. As we can no longer use the furniture we purchased, we requested a full refund and to return the items we have. The warranty department informed us they will not issue a refund, only a credit. We were also informed we can not return the item, and must dispose of ourselves. Not only have we been robbed and treated carelessly, we now have incomplete furniture that we have no way of disposing. We do not want a credit, as we have no intentions of ever supporting living spaces with our money again. We're requesting a full refund as we were not delivered the full product we purchased.

  Business response

  08/15/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. Upon further review of the account, we show the guest spoke with a ************** supervisor on 8/4/2024. The guest was offered a 30% discount to keep the item as-is which they agreed to. A refund of $289.58 was processed back to the original method of payment, with an eta of 5-7 business day excluding weekends and holidays. This issue is considered resolved on our end. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a dresser with "full service delivery", which includes putting it in the room of choice and assembling the unit. This morning when it came for delivery at 7am, our assistant came to the door. When she opened it, the delivery guy said "hey can you just confirm with my supervisor the....delivery of uh...the one item" and hands her a phone. The supervisor says "hi yeah, um, so we just wanted to confirm the driver can leave the item at the door." Our assistant says "yeah that's fine." At no point is ANYTHING stated about assembly. No offer is made by the driver nor the Living Spaces supervisor to take the item out or assemble it. They left the item in the box on the porch and left.When I call customer service, the agent tells me that according to the driver's notes, the customer "requested it be left outside and not be assembled." This is an outright lie. We did not "request" for it to be left outside -- the supervisor requested it, and our assistant said yes. Which is fine; I'm not upset it was left on our patio. However, we paid for assembly and they did NOT verify if we wanted it assembled or not. They could have asked if we still wanted it assembled, and in fact our assistant said she expected them to assemble it there on our porch, but they conveniently ignored that issue entirely. The delivery driver left right away without hesitation, and without asking if we still wanted it assembled. The reps on the phone were even worse. They had an attitude of "too bad so sad" and kept repeating the same line about the driver's notes. I told them the notes were inaccurate and have video footage of the interaction from our security cameras with audio contradicting their notes. They didn't care. I told them I'd like them to send someone here to finish assembling it and she refused. This is a straight up grift; Living Spaces scams customers out of full service delivery fees by getting unsuspecting 3rd parties to "sign off" on them not doing their jobs.

  Business response

  08/14/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience caused. Upon further review of the account, we show the drivers were instructed to leave the items outside of the door via a ring camera as the guests were still asleep. We do not assemble furniture outdoors to prevent potential damage and or dirtiness. We are able to refund the $99.00 + tax delivery fee that was paid for the full-service delivery. 

  Customer response

  08/14/2024

   
  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. I will follow up to ensure they do indeed issue the refund
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a bed on 8/10/2024. Company attempted to make a delivery on 8/11/2024. The delivery guys claimed the bed would not fit through our home and we were told it would have to be returned. We immediately called Living Spaces and spoke to a representative who stated that we would receive a full refund. 2 days later, we received an email about another attempt to deliver the bed. I called Living Spaces to confirm that this had been cancelled and refunded and was told that it hadn't been and that we would be charged a 10% restocking fee due to the cancelled order. When I spoke to a supervisor she told me there was no notes on the initial phone call even thought it was taken on a recorded line. She made no attempt to honor what we can been told previously and was very hostile. I am very disappointed this company made no attempt to honor something another employee has guaranteed us. I would like the 10% restocking refunded because that's what we were told originally.

  Business response

  08/14/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience we may have caused. Unfortunately, we are unable to locate an account for you. So that we may better assist you, please provide us with your sales order number, the name and telephone number associated with the account. 

  Customer response

  08/14/2024

   
  Complaint: 22135991
  
  I am attaching requested information regarding the order. 

  The account holder is ***************************, telephone #**************. Order #SO-013216020.
  
  Sincerely,
  
  ***************************

  Business response

  08/17/2024

  Thank you for your continued patience, we were able to locate the account in question. Per our terms and conditions, located on the back of the sales receipt as well as on our website, It is the responsibility of the customer to ensure that:
  all ******************** items will fit through entryways, doorways, up stairwells, down halls, and around corners into the desired location. If the customer or ********************************************* is unable to place the furniture in the desired location due to fit, the customer will be charged the appropriate restocking fees (or, for custom special orders, the non-refundable deposit) in accordance with our return policies. In the event the customer chooses a different item of equal or greater cost to replace the returned item, the restock fees will be waived. After reviewing the account, it appears that the guest has chosen to receive a refund instead. We will review the call and follow up with the guest to provide a final decision on the restock fee. 

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased furniture on 07/07/2024, for an unscheduled delivery time. Distributor tried to deliver material around the 12th without confirmation. Rescheduled for 08/03 and failed delivery again after requesting small trucks several times. Distributor set order to store pickup for 2 months later on October as they gave away my furniture. Called several times to come to an agreement for all the miss deliveries and failed attempts to communicate with me as the purchaser and agreed on 15-20% off the material. I asked for documentation and they refused to provide any. Was told compensation would be provided after I picked up the material. I pick up the material and no compensation was provided. Talked to the employee about the situation who called the manager to relay everything. **** (manager) pulls employee to the back room and had me wait. Employee comes and tells me I should see it reflected on my account. Only partial of the delivery was refunded and nothing else. I go back and manager claims nothing can be done and refused to give me documentation of whats noted on my order. 1. I should have been notified that it was impossible to do a delivery for my address instead of rescheduling. As I wouldve canceled. 2. Distributor lied about compensating me to scammed me into doing store pickup to save the sell.3. No clear communication between employees nor with the customer.

  Business response

  08/14/2024

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Upon further review of the account, we show that the guest was offered a 5-10% discount off their order following receipt of the items in question. This offer was made by our ************************* on 8/6/2024, as there is no documentation indicating that the store offered 20%. We spoke with the guest on 8/10/2024 and offered to apply the 5-10% discount and was advised that the store offered more, the guest was directed to speak with them directly for further assistance. While we are still willing to honor 10% off the order, we are unable to apply 20%.

  Customer response

  08/14/2024

   
  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 only if I dont have to go to the store physically. I called 8/11 and they couldnt even process the 10%
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent over $4k on an outdoor furniture set. 19 months from delivery the product is breaking. Living Spaces advertises this product as 'Weather Resistant' and it is NOT. False advertising and selling faulty products.Beautiful product but WILL break -- after just 18 months, several of the black straps (that hold the cushions) broke. Living Spaces is AWARE of this issue and still sells this couch and markets it as 'weather resistant' which it is NOT.Customer service is horrible, incredibly unhelpful and offers no solution. Give them a call if you'd like them to say 'you're out of the year warranty' 100x. This product should NOT be sold, is faulty and a result of false advertising. I used to be a big fan of Living Spaces -- having spent over $40k with them over the years -- but after this experience and reading their Better Business Bureau claims -- I will not be purchasing from them again, and would highly recommend you do not either!

  Business response

  08/14/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused.  In reviewing the account, we show the items in question are located at a second property and isn't used that often. If the outdoor furniture is not properly cared for, this will include covering and/or storage, the aging process will accelerate. Outdoor elements may affect the item(s). Such aging would not be considered a manufacture defect, nor covered. The items were delivered on 1/12/2023 and the 1-year manufactures warranty expired on 1/12/2024. We are unable to move forward with this claim as the reported issue is a result of normal wear and tear and not deemed a manufactures defect. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, this couch was believed at the end of June; it had the wrong legs and needed to be returned. A 3rd party company to living spaces picked the couch up on 07/01/24; the couch was then delivered back to living spaces on 08/01/24. I need my refund to be processed, today they told me they cant process it yet, they have had the couch for 8 days.

  Business response

  08/08/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. After review of the account, the return is showing open. We have reached out to our ********************* for further assistance and will provide an update once a response is received. 

  Customer response

  08/08/2024

   
  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.
  

  They have refunded me as of today. 
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩