ComplaintsforLiving Spaces Furniture, LLC

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased some new chairs at Living Spaces. One of the chairs did not come with all the bolts and screws to assemble it, it looked like it has been opened and returned, then resealed. We called customer service and they told us to buy a new chair and return the original one that was missing parts later. We followed the instructions and when we tried to return the original chair the manager at the ********************* location refused to return the chair. He also told us he would send of the missing bolts, even though we didn't need this chair anymore due to the new one we were instructed to purchase. The bolts never arrived and we are unable to return the original chair, compounding our problem. We called customer service back and they told us they would "take care of it" but never bothered to call back. We would like a refund for the chair we purchased and will happily bring it back to the ************ location.

  Business response

  06/14/2024

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

  Customer response

  06/17/2024

   
  Complaint: 21848169
  
  Hello,

  This was purchased under my wife's name. The order is SO-********* under *******************************/****.
  

  Thanks.
  

  Business response

  06/19/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. Upon reviewing the account, we show that the chairs were purchased and picked up on 2/24/2024 and we were advised of the missing hardware the same day. There were issues with invoicing the order, preventing the exchange from processing. The guest contacted us again on 3/2/2024 for an update on the missing hardware and decided to purchase a new chair and return the original. However, this entire process needed to be completed within 7 days of the guest receiving the original chair, and 3/2/2024 was the 7th day. On 3/24/2024, the guest attempted to return the chair but was denied as the 7-day period had expired. Unfortunately, we are unable to accept the returned item as it has been in the customer's possession for almost 4 months. Due to the return period expectations not being provided to the guest on their 3/2/2024 phone call, as a gesture of goodwill we have issued a refund in the amount of $104.74, the funds will reflect the original payment method in 5-7 business days excluding weekends and holidays. We ask that the guest dispose of the chair as we do not need the item back. 

  Customer response

  06/20/2024

   
  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

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa for ***** dollars on 5/25/2024 and picked the color from a bunch of swatches sitting next to the display I was told by several people in the showroom that I had 7 days to return the sofa from the date of delivery which was Tuesday 6/11/2024. I called today to schedule a return and am now being told because I picked the color this made it a special order and was a final sale. They keep stating the receipt states no returns on special order, however I was told by at least two people in the showroom that i had 7 days from the date of delivery to schedule a return, NO ONE EVER SAID BY PICKING A COLOR ITS A FINAL SALE ITEM. I understood i would have to pay a restocking fee, and i am totally fine with that. Now I am being told I cannot return it and I am basically out of luck. Again, I understand the paperwork might state these things about a special order, but I did not realize by simply picking a color it was a final sale. I've spoken to at least 5 different people today and they all say the same thing, sorry. I told them I need a sofa and will buy it from Living Spaces and told them i am fine with a store credit to ensure ill spend the money with them, but still no assistance. I attempted one final step and IM'd with their customer service and asked them for help and they also stated sorry. I asked them to forward my concern to the cooperate office and to the executive management team then I received an emailed back from "*****" stating sorry we can not help. I don't think its right and people need to know although they tell you one thing in the showroom and then point to small print on receipt its not fair or good business, i would love for them to work with me, I've been a good customer but apparently that doesn't matter.

  Business response

  06/14/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. Returns are not accepted on Special Order items and Special-Order items may not be returned due to customer preference, no-fits or any other reason. During the transaction, sales associates must thoroughly review the Special-Order checklist with the guest before completing the purchase. Initials and signatures are required before the purchase is finalized to confirm that the guest understands and agrees to the special-order terms and conditions as well as the associated fees. Additionally, guests are required to sign the sales receipt, which includes the special-order terms and conditions on the back. A signed sales receipt has been obtained, and further information on the checklist has been requested from the selling store. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Care Free Warranty in 2019 when I purchased a couch. My warranty expired this year I assume in May but Im not sure. I never received any email or documentation regarding the win win certificate. I called customer service several times and reach out to living spaces via the chat feature on their website. I was told to go to Care free to inquire about my certificate and Care Free told me the certificates come from Living Spaces. I was finally able to get some help from a rep named ****** and she was able to see that a certificate was issued. I want to understand why I was given the wrong information each time I called. I have a screenshot of the chat where I was told to go to care free. I didnt receive any email from anyone tell me I had a certificate and if I wasnt looking for it I would have missed out. I got an answer on 6/11 however now I have to make a purchase by 6/24 or I will lose it. I have another warranty coming due next month and Im worried that Im going to get the run around again. This is not consumer friendly and is a horrible way to do business. I would like an extra month and an email with the certificate information sent. I was told by ****** that the amount would automatically be applied when I make a purchase but still have no documentation so Im not sure I can count on that.

  Business response

  06/14/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. After review of Uniters portal, we show the guest was informed about their Win-Win voucher eligibility shortly after the expiration date. The email address provided in the complaint matches the one in their system. The guest has two orders, one with a carefree plan for $104.25, that expired on 4/28/2024. The second order includes a protection plan for ******, set to expire on 11/19/2024. At present, the guest can still use the $104.25 towards a new purchase equal to double the amount of the win-win certificate, the guest has until 8/26/2024 to take advantage of the offer.

  We suggest that the guest check their spam and or advertisements folder to ensure the emails aren't missed. If needed, we can also update their email address. 

  Customer response

  06/14/2024

   
  Complaint: 21839071
  
  I am rejecting this response because:

  Im requesting that an email be sent with the Win-Win certificate attached. The response from living spaces indicated I have until August 26th to use it which is different than what I was told by the last customer service rep. I understand if that is not possible and can use the response as validation. The email address they have on file is valid and I have checked spam and inbox folders. I receive emails from living spaces on a regular basis and I searched for win-win, uniters, certificate and the amount of ****** and nothing comes up.
  
  Sincerely,
  
  *****************************

  Business response

  06/15/2024

  The guest's original deadline to use the voucher was 6/24/2024, however, as they did not receive the eligibility notification, we have extended the offer until 8/26/2024. This information is available on the customer's account, and our phone agents and store representatives have access to it so an email is not required. 

  Customer response

  06/18/2024

   
  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

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a dinning set 04/02/2023 (order SO-*********) the table arrived damaged and living spaces sent someone to fix it 04/03/2023, three of the six chairs were manufactured so poorly I had to have them replaced after they started splitting and broke (4/24 and 5/13) - fast forward two more of the chairs have now broken due to manufacturing. The same exact issues as the others. The two chairs in question had not been used that often and went unnoticed. It's now June 2024 they will not replace the the other chairs because the warranty is expired. It is well documented that I have had issues with this set (and I'm sure others too) and I understand the warranty is expired, however, they have a choice to correct this unfortunate issue and they have chosen to fall under the umbrella "we cant do anything." I'm simply asking for the chairs to be replaced. This is a product and brand they are selling, it's not worth anything when it's constantly is breaking due to poor manufacturing. Thank you

  Business response

  06/13/2024

  Thank you for bringing your concerns to our attention and we apologize for the overall unpleasant experience. Living Spaces provides a one-year manufacture's warranty on the majority of our furniture. After review of the account, we show that the warranty expired on 4/02/2024. However, given the various issues you've experienced with the dining set, we will work with management to explore the possibility of making an exception. 

  Customer response

  06/21/2024

   
  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 as long as the chairs are replaced - that is all I'm asking. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a 6 piece sectional couch and planned the delivery so the new furniture would be here in time for our 10 year wedding anniversary party this weekend. When the items were delivered this past Saturday, there was one peice missing. At 1st we were told the item would not be available to ship again until July 1 - July 15, which is completely unacceptable. I called today and spoke to a very unhelpful manager, ******. She said the item all of a sudden is ready to deliver now. I requested for her to guarantee a day and time for the item to be delivered because we absolutely need it by this Saturday and we cannot take time off work and miss out on our pay to come home and wait for furniture to be delivered. I asked to guarantee that the furniture would arrive after we get home from work, anytime after 5pm. She would not make that accommodation, even though this error was the fault of the company, and her suggestion was that we could return the whole order for a 10% restocking fee. I have never heard anything so absurd in my life! We have been shopping with your company for years and this is the first time we've had an issue and cannot believe this horrible so called customer service. After this terrible experience, as of right now we have no plans on shopping with you in the future!

  Business response

  06/11/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. Upon reviewing your account, we show the armless chair was mislabeled resulting in a delayed delivery for the item. Our systems show the correct item is in the warehouse, however, we are waiting for confirmation from the warehouse managers before scheduling delivery. More details will be provided once a response is received. 

  Customer response

  06/18/2024

   
  Complaint: 21828887
  
  I am rejecting this response because the company has not reached out to me to follow up or provide any resolution. They just sent this generic statement and blew me off. 

  I have had to call and email the company myself several times this past week, but still no resolution.

  I was also informed that the person who told me she was a manager, ****** or ******, is not even a manager. 

  This has been the worst shopping experience. For someone who has spent thousands of dollars on this sectional and also has many other Living Spaces items in my home, unfortunately this is the last time I will spend my money with this company. 

  
  Sincerely,
  
  Mrs. Holland 

  Business response

  06/21/2024

  The estimated delivery dates are provided based on the production schedule at the time of purchase, these dates are subject to change as updates are made to the schedule. After speaking with our merchandising team, we were advised that the manufacturer does not currently have inventory to ship, causing the delay. We except to receive new inventory by the end of July. The customer has the option of waiting for the item to arrive and receive a discount once delivery is complete or cancel the item and return the rest of the sectional for a refund. 

  Customer response

  06/29/2024

   
  Complaint: 21828887
  
  Our item was finally delivered, but no one provided any discount on the item, as they mentioned in their previous response. Just want to be done with them at this point. 

  Business response

  07/02/2024

  A 10% discount has been applied; an email confirmation was sent to the email address on file. Please allow 5-7 business days for the funds to reflect, excluding weekends and holidays. 

  Customer response

  07/02/2024

   
  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,
  
  Ebony H.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The company web site specifically said in stock to a color I did not want but I chose it to get faster delviery as it says on the website: choose in stock for faster delivery. I bought here before but will never again because, the customer service is terrible. Response time is over 15 minutes everyday. I complained and was told that i could pay 25% stocking fee to change colors AND that my item is NOT IN STOCK.If you go to their site right now it still says the color is in stock yet I verified that its a custom order. Really guys, come on?tatus Open Order Date 06/05/2024 Order Number Chill III Chenille 134" 3 Piece *********************** Sectional With Right Facing Bumper Chaise $2395 10 Reviews Share 1 Like Find Alternatives $51/month with 60 months financing*Learn How Klarna Badge Pay as low as $423/mo.Learn More Pay by Bank online to save $47 Learn More Custom Fabric Options View All Curious ************** Get it Now SO-********* Total $2634.50 View Order Details Your Delivery Method : Indoor Drop Off Sat, Jul 13 - Sat, Jul 27 see where it still says as of 6.10.2024 that curious ***** is in stock? This is interntionally misleadingadvertisingandthey do it all the time toeveryone

  Business response

  06/13/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. We spoke with the manager of our special orders department and was advised that Curious ***** is the stock body fabric for the Chill III collection, however, there appears to be a technical issue in the system defaulting the stock orders to custom orders. This sectional is currently scheduled to ship on 6/18/2024 as this is a nationwide order. If the guest is interested in waiting for the items, once the order reaches the hub closest to the delivery address a member from the scheduling department will reach out to the customer to schedule delivery. 

  If the guest decides to select a different stock item, the lead time remains the same due to the out-of-area delivery address. Please advise if you would like to wait for the items or cancel the order and receive a refund. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 3 sets of 4 chairs which is a total of 12 chairs. I only received 9 chairs. The customer service experience has been horrific. They tell me they will call me back and do not. I was told I would receive my full order in 2 days. It has now been weeks and I still can not get a response. I am waiting for the delivery of 9 more chairs. I have attached my receipt of purchase for verification purposes.

  Business response

  06/13/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. Upon review of your order, we show that 3 chairs were delivered originally. We were also notified that a separate shipment of chairs was sent to the customer by the vendor directly through *** and arrived on 6/7/2024. Please advise, how many chairs are still missing. 

  Customer response

  06/13/2024

   
  Complaint: 21817250
  
  I am rejecting this response because: I have now only received 7 of the ***************************************** addition, I paid for assembly which was not performed. I had to assemble 4 of the 7 chairs myself. I would like a refund for the assembly, which I did myself and I would like the outstanding 5 chairs that are owed to me.
  
  Sincerely,
  
  *******************

  Business response

  06/15/2024

  We have shared this information with our suppliers and will update you on the status of the remaining chairs upon receiving a response. 

  Customer response

  06/19/2024

   
  Complaint: 21817250
  
  I am rejecting this response because:

  I ordered 12 chairs and paid for assembly.

  I received only 3 chairs that were assembled.

  I then received 4 chairs that I had to assemble myself....there fore I want my money back for assembly....I paid for assembly and they did not assemble them, I did.

  I am still waiting on 5 chairs that were paid for and not recieved.

  I would like the 5 chairs owed to me and my money back for the assembly fee for which I had to assemble myself.

  This business is a big Fraud!!!

  This needs to be made right.

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

  Business response

  06/20/2024

  We are currently working with our buyers on this and will provide an update as soon as we receive a response. 

  Customer response

  06/22/2024

   
  Complaint: 21817250
  
  I am rejecting this response because: I have still not received the chairs that I purchased. I purchased 12 and to date I have received 7. I am still waiting for 5 chairs. Furthermore, I paid for assembly and I had to assemble the chairs myself. I want my money back for the assembly of the chairs. I will not be satisfied until I receive what I paid for. Action speak louder than words and I have seen no action. Send me what I paid for
  
  Sincerely,
  
  *******************

  Business response

  06/25/2024

  The chairs will be shipped directly from the manufacturer to the guest via **** After delivery is complete, we will refund the assembly cost and email confirmation of the refund to the guest. 

  Customer response

  06/26/2024

   
  Complaint: 21817250
  
  I am rejecting this response because: I have still not received the chairs that I am owed. I am still waiting on 5 chairs that I was supposed to receive over one month ago. I was supposed to receive 12chairs at the end of May. It is now a month later, end of June...I am still waiting on 5 of 12 that I purchased. Also, I paid for an assembly fee which still needs to be refunded. Please send me my chairs.  I should not have to beg and plead for something that I already paid for and that was guaranteed to arrive at my house a month ago. Getting more frustrated every day that passes and I still do not have my purchase. PLEASE, PLEASE., PLEASE send me the chairs that I purchased and refund the assembly fee that you completely flaked on.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was out of town and had a sofa couch and chair delivered to my home as the day before my return. I came back home and they were not there. My items were removed because their delivery people left it blocking an exit. I was told by living spaces customer care that I have to do a police report in order to get a refund for my items. When I did the police report and notified living spaces, they still refused to provide me with the refund they had promised me and said that they dont issue refunds for theft. And when I asked for them to send me the policy that says that. They couldnt. This is not a little bit of money it is almost $2000. This is my first time shopping with them and Id definitely expect a much better experience

  Business response

  06/06/2024

  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 this was a web order placed by the customer, the delivery date and method were both chosen by the guest as well. As per the outdoor delivery, the items were left outside the customers home and required no signature. ********************************************* bears no responsibility for the items once they have been delivered, as there were no special instructions provided beforehand. The guest will need to work with the leasing office and or police for any further action required. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good evening, Living Spaces Team, I am writing to follow up on the issue with the couch I purchased this past Sunday from your store, as mentioned in my previous email. Today, I visited the branch where I bought the couch and spoke with the manager, who was very attentive and helpful. He kindly provided me with additional legs to replace the current ones, which I will bring tomorrow to the store, hoping this would resolve the issue. However, when I removed the existing legs to replace them, I discovered that the structure where the leg attaches is torn and worn appart. Please see the attached picture and video for reference. Given that I have only used the couch for a day, it is clear that this damage was present at the time of the purchase. When selecting the couch, the sales representative did not inform me of its condition. The damaged area was completely covered by the plastic leg, making it impossible for me to inspect it thoroughly without unscrewing all eight legs, which is not a reasonable expectation for a customer. I purchased this couch in good faith, expecting a quality product. However, it seems that crucial information regarding the condition of the couch was not shared. While I am sure this was a lack of attention rather than a deliberate attempt to withhold information, the fact remains that the sales representative did not provide all the necessary details in order to facilitate the sale. This omission borders on fraudulent activity and is certainly unethical. I am willing to provide any additional information needed to facilitate a resolution. Thank you for understanding and being empathic with the situation. As mentioned to the branch manager, I am just looking to have a seatable couch in my home. Looking forward to your response. Best,

  Business response

  06/11/2024

  We appreciate you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. When an item is sold in its current condition, an inspection sheet is reviewed with the customer prior to finalizing the transaction. The customer, accompanied by a sales associate, inspects the item, initials and signs the document, acknowledging that they are purchasing the item with any existing imperfections or defects. Additionally, they agree that the item is being sold without a warranty and is final sale with no option for exchanges or returns. The customer also chose to have a third-party company pick up the item on their behalf, the item was inspected by Go-share before being loaded onto their truck.

  The details of the complaint will be shared with management to explore potential options for the customer.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3/1/23 Purchased New Custom set from ******************************* Spaces Order # SO-********* ******** paid in full with debit card Delivered 4/5/23 ***** great customer service Manufacturer Defect on original purchase and given store credit. 3/16/24 Purchased new set via order #SO-012521688 ******, ** location FREE delivery to our new home in ******* **. est 4/25-5/2. No delivery and I reached out to the shipping company on 5/20 to be told they had contacted LS multiple times with no return replies- 1 piece was missing and 3 were damaged. I asked LS if it was possible to rush order a new set, they stated it would take the full ***** weeks for a replacement. We are now 6 hrs from any LS and my husband has parkinsons and spinal stenosis making that impossible given his condition- he HAS to try furniture before we can purchase it. We thought we had the perfect set. I have contacted LS multiple times to be told they have refunded my full amount paid to my card by multiple people. I have included the documents stating times and dates of conversations as well as a text message exchange with a manager in ****** stating this was refunded and it would be on our card from anywhere within 48 hours to 5-9 business days. We are now being told we can only receive store credit. At this point I would like the refund. I have been told by many people over the last few weeks this has been done, although no one from LS has EVER reached out to me to try to find a resolution, it has been ME contacting them over 20 times since May 8th to find answers as to where my furniture even was. At the time that I called them about the damaged pieces was the first time they acted as if they had any knowledge of it even though the shipping company had attempted to reach them via phone and email to no avail. I have spent over ******** with this company and we have nothing to show for it. LS can not guarantee their furniture to be of the quality they try to portray and I do not feel comfortable trusting them

  Business response

  06/04/2024

  We appreciate you bringing your concerns to our attention, and we apologize for the overall unpleasant experience. After reviewing the account, we show the items in question were replacements from a previous warranty claim. Usually, monetary refunds are not given for warranty claims. However, we have escalated this complaint to upper management and asked for an exception to be made in this case. We will inform you of the decision once we receive a response. 

  Customer response

  06/04/2024

   
  Complaint: 21797758
  
  I am rejecting this response because: I have been told repeatedly this has been done and will be refunded. Once a refund has been issued I will close out this dispute. Thank you 
  
  Sincerely,
  
  *****************************

  Business response

  06/05/2024

  We sent the refund request on 6/6/2024, the guest will receive an email confirmation once the funds have been processed. 

  Customer response

  06/05/2024

   
  Complaint: 21797758
  
  I am rejecting this response because: The refund request is dated for the 6th, but they stated it was already sent. Once again, when the refund is received in my account is when I will happily close out this complaint. Thank you 
  
  Sincerely,
  
  *****************************

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