ComplaintsforLiving Spaces Furniture, LLC

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5 years ago I purchased furniture from Living Spaces. The sales associate also sold me a 5-year warranty which she claimed I could use for ANYTHING at ANYTIME and she claimed that I would get that money back if I didn't use the service. All of the things she told me were lies just to get more money out of me. I have made several attempts to make substantial claims, and I was denied each time. Now that I'm looking to get my refund, I'm being told that it only comes as store credit and the item I purchase has to be at least twice as much as what I paid for the service! I find this to completely unfair, especially since the associate lied to me just to get my money. I am extremely upset about being taken advantage of in this way. All I would like is to have my money refunded as I was told it would be for a warranty service that I was never able to use.

  Business response

  06/27/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. After review of the orders, we show they custom items were purchased in 2019 but were not delivered until January 2020. The protection plan doesn't become active until the items are delivered; at this time the win-win certificate is not eligible for redemption. The guest will receive an email notification once the voucher is eligible for redemption, we ask that you check your inbox and spam folder to ensure the email isn't overlooked. Additionally, the certificate holds no cash value and is not refunded in monetary form, to redeem the voucher guests are required to make a new purchase equal to two times the value of the voucher. 

  Customer response

  07/04/2024

   
  Complaint: 21907424
  
  I am rejecting this response because:
  

  I do not believe that I was truthfully informed about the conditions of this insurance when I was encouraged to purchase it. As previously stated, the Living Spaces sales representative assured me that I would be able to use this insurance for ANYTHING at ANYTIME, which was not the case. I asked her about many instances and was informed that in all of those situations and more, I would be able to use my insurance. Yet every time I tried, I was denied for silly reasons. The sales representative also assured me that I would be fully refunded if the insurance was not used; there was no mention of me being required to make a purchase for twice the amount of the voucher or of my refund not being monetary. I was coerced in buying this insurance under false pretenses. The sales representative lied to me and intentionally withheld pertinent information; had she made aware of these details, I absolutely would not have wasted my time purchasing this insurance.

  Because I was deceived, I believe it is fair to simply refund me the money for the insurance that I was not able to use (despite being promised that I would be able to use it under any circumstances). I do not believe it's fair to make me spend twice the amount. This insurance is clearly a scheme that sales representatives use to gain the company more money by intentionally not clarifying all of the strings that are attached. The sales employee did not display good or honest business practices in this situation, and I do not believe it is fair to punish me for that. I also feel that Living Spaces needs to make sure their employees are being honest with customers at all times so that we can make comfortable, well-informed decisions. I was not well-informed; in fact I was lied to, so it was impossible from the start for me to make a comfortable decision regarding this matter. 

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

  Business response

  07/06/2024

  As we were not present during the initial transaction, we are unable to comment on the conversation that took place between the customer and the store associate. The protection plan is still active and can be cancelled by mailing a written request for cancellation to P.O. ****************************************.

  Customer response

  07/15/2024

   
  Complaint: 21907424
  
  I am rejecting this response because:
  

  I am wondering... if I cancel the protection plan while it's still active, will my money be fully refunded?

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased item ****** (Sebastian ***** Left Arm Facing Storage Chaise) delivered on 2/3/2024. Order number SO-012200292_02030806 and the 5 year "Care Free Protection Plan" which totaled $1604.00. 3/23/2024 I filed a warranty claim after I leaned on the chaise portion of my couch with my knee causing the cusion and supporting materials to cave in and break. After a repairman associated with Living Spaces confirmed the couch could not be repaired on 5/3/2024, I was told I would hear from Living Spaces regarding a resolution and soon recieved an email that I was elligible for a replacement of the damaged chaise. I reached out to Living Spaces on 5/13/2024 and was told the item was on back order, but would be back in stock on the 25th and to expect a call then to set up delivery of the replacement. After hearing nothing, I called Living Spaces 6/7/2024 to enquire about the replacement. I was then told the couch was no longer being sold and I was elligible for store credit for only the price of the chaise. I asked to be escalated to management who told me I was then approved for store credit for the entire price of the couch $1395. When I pressed saying I have a 5 year warranty and am not initerested in any other item, I was told there is no other option. I asked to be escalated and was told I would be reached out to within 48 hours. After hearing nothing I called back 6/12/2024 and was told they would mark the matter as urgent and have a manager reach out to me. After hearing nothing I called again on 6/20/2024 and was told again I will be reached out to within 48 hours. I have an unusable couch that I paid $1604.00 and was usable for less than 2 months. I am requesting a full refund of the couch and warranty.

  Business response

  06/21/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. On 6/21/2024 at 5:07 pm PST, a manager sent an email to the guest requesting a suitable timeframe for a phone call. She explained that she was unable to call the guest yesterday due to the time zone difference. Please check your inbox and spam folder to ensure the emailed isn't overlooked.

  Customer response

  06/25/2024

   
  Complaint: 21878012
  
  I am rejecting this response because: I responded to the email with the time I was available for a call. I did not recieve a response and was not called by the time sent. 
  
  Sincerely,
  
  *********************

  Business response

  06/26/2024

  We have contacted the manager directly and requested that they give you a call.

  Customer response

  07/03/2024

   
  Complaint: 21878012
  
  I am rejecting this response because: I am waiting for approval on my refund. 
  
  Sincerely,
  
  *********************

  Business response

  07/03/2024

  The manager assisting the customer with this refund advised them via email that the request was sent, an update would be provided once the refund is processed. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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,
  
  *****************************

*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. ↩