ComplaintsforLoveSac Alternative Furniture Co.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have concerns with the quality of my sofa & with Lovesac customer service not honoring the 3-year warranty as it was described to me prior to purchase and as stated on the website. I’ve had my sofa for 5 months & already 2 cushion covers have ripped & another is showing signs that it may soon rip. When I noticed the first hole 2 weeks ago, I contacted customer service & they said it wasn’t covered under warranty because it wasn’t a manufacturer defect & it was normal wear. I’ve had the sofa 5 months so there’s no way a hole the cover is normal. If anything, this is a manufacturer defect because it’s already ripping at only 5 months. I explained that I was promised by the sales rep & store manager in the Towson, MD store that ANY issues within the first 3 years would be covered by warranty, no questions asked. I asked very specific questions about the warranty so I could make an informed decision. It was a huge investment & the warranty assurance is what made my decision to buy from Lovesac versus cheaper brands with no warranty. the Lovesac website states “3-Year Warranty on Sactionals Seat Cushions, Back Pillows, and Covers for both Sacs and Sactionals”. customer service was rude & said I was confused about the warranty, which I’m not. They finally said they would grant a one time exception & send a replacement cover, as if they were doing me a favor. Now only 2 weeks later I found a rip in another cushion. I’ve dreaded contacting customer service again because of the awful experience I just had. I spent $6000 on the sofa. I never imagined it would rip or that I would have such a bad experience with customer service. The sofa is far too expensive to have store managers & sales reps lying to customers. I’ve now seen numerous complaints about Lovesac being dishonest & not honoring warranties. I found an entire BBB complaint for this exact issue, to which I will be adding my own. I’m reaching out for assistance so the warranty I was promised will be honored.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Absolutely horrible experience! I purchased a Lovesac sactional years ago. Unfortunately, the old sides are too large to fit the new covers. I now have NINE unusable couch sides. Lovesac has a LIFETIME guarantee; however, they have refused to fix the problem.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We spent a lot of money on a lovesac couch with stealth tech We put it together and none of the satellite sides work. I’ve had to call multiple times and they just keep saying the same thing. Reset it and then I’m on hold for an hr and they’re waiting to their manager. I have attempted to get a resolution on 5 occasions and my very expensive couch does not work properly

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the Lovesac sactional in December of 21. When I put the sactional together, I realized the cushions were not like the demo sofa I wanted. They were hard and not the softer "LOVESOFT" fill I had anticipated. I called the company and I was told the sofa needed to "break in". That makes sense obviously but at the time they did not tell me that I had only 60 days to return the sactional for a refund. I let it go at that time. I waited and the cushions never did soften up. I reached out to them again in November and told them the cushions were not getting any better. I sent them pictures of the batch numbers and they were going to forward to quality control and send me a new set of cushions. I got the new batch of cushions in December, and these were no better. I asked if they maybe changed the filling since then or if the manufacturuer was different? I don't understand why these are so bad. I asked if they would send someone to my home so they could feel what I am describing, they said we do not do that. We spent over 11,000.00 on this sofa and I feel like it is a bait and switch. I reached out formally to the CEO, COO and CFO and one last time to the sales team who told me to Fluff the cushions and start walking on them. I was contacted by Joe M**** in March after "Shawn" received my letter. That was March 11, 2023. I explained the situation to him, and again he said he would contact quality control. We spoke briefly and then I emailed him again on April 5th just asking for a refund and I would return everything they sent me.I never heard back, then again on April 14th. Today is April 18th and I feel like they have completely disregarded my complaints, This is a very expensive purchase and I was so happy when I made the decision to purchase it, now I regret it every day. I did what I thought was right to get this resolved but they tell you to wait and let them break in because they know you will go past the refund period. This is not good business.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I have REPEATEDLY attempted to unsubscribe from LoveSac's promotional emails. I have clicked "unsubscribe" on multiple occassions, and have recently started taking screenshots of my attempts. Lately, when I click "unsubscribe all", and click "submit", the radio button becomes unselected, and nothing happens. I've reported this as SPAM to Gmail, the latest was yesterday. This morning, I received yet ANOTHER email. I have sent an email directly to the company, telling them to remove me from their mailing list, which is now becoming a violation of the CAN-SPAM ACT. I received an email back from them stating that it would be resolved within 24 hours. That was several days ago, and yet here again, another email has shown up. Yesterday, I filed a complaint with the ***. The response from the *** was "thanks". They indicated that they take informational input, but there is no direct investigation or follow-up. I figured I would give you a shot as well, and then move onto hiring an attorney for a class-action lawsuit, because I'm sick of these emails!!!

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We were sold a couch with 4 storage seats and received only 2 storage seats. Customer service blamed ****** and ****** states LoveSac is the responsible party and a third party road show vendor. They are taking no responsibility for their false advertising. Their quality is also incredibly poor for a 10k dollar couch.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered 2 citysac bean bag chairs as a Christmas gift to our family for our newly remodeled house. I placed the order on 12/15/2022 and paid $1,012.92 - which was for 2 inserts and 2 covers that were titled "Owl Phur" and were described as rich earth toned in color. The bean bag chairs arrived on January 3rd. We opened one of them, let it puff up, and I found it exceptionally uncomfortable - so we did not open the other. One family member thought the chair was comfortable enough - so we had decided to keep it. However, the covers were not "earth toned" as described - and perhaps this is why they were on sale. Anyone purchasing this color expecting an earth tone, would be displeased - they are purple. The one we opened, has a faulty seam. Perhaps the fabric was causing the Lovesac people trouble? LoveSac screams all over their website that they offer a 60 day full satisfaction money-back guarantee. So - the day they arrived, I attempted to start a return for the two covers and one citysac. My intent was to purchase a different color cover. There is no easy way to begin a return on the website, however. You have to send an e-mail requesting a return. So I wrote to them. 2.5 days later, I got an e-mail back - pointing me to their fine print in their guarantee - that clearance items cannot be returned. For the one citysac, they are offering to refund me $300, not the $400 I paid.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Lovesac customer service is the worst out there. They are passive aggressive with customers, dont research problems before answering, and they blame the customer vs apologizing and trying to make things right until you blast them on social media. Buyer beware. I probably have mold in my sac because they do not seal sacs in water resistant packaging. Its absurd. I will NEVER order again from this company

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  If I knew I would spend $8K to deal with crappy service I never would have purchased my sofa from LoveSac. Additionally, I do know why LoveSac changed its policy of returning the replacement pieces to the store. Since May of this year, I attempted to get my cushion and back pillows replaced. I finally received the replacements in October. Now it is taking a long time to have my old cushions and back pillows picked up. I have boxes in my apartment waiting for Fedex to pick up the old cushions and back pillows. I should not be responsible to constantly follow up on any of this. I should not have to call the store and follow up on them. I should not be responsible to print out labels especially when Fedex is able to do that. I want the boxes of the old cushions and back pillows picked up from my apartment. I have a small apartment and it is taking up space. I am concerned 4 year old son will try to climb the boxes or they will fall on him.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a sectional 5 seats and one storage seat on 10/26/22 and a two seat love seat. It was delivered on10/29/22. One of the seats was never shipped. I went to the store in **** ** ******* on 10/30/22 and the assistant manager Stantasia stated I would have to make a police report. So I made a report with the ************* ***** ****** on 10/30/22 incident # ************** *********** barracks. I was told a *** ** trace would be initiated. Today is 11/07/22 and I called Lovesac to see when the missing seat will be shipped and they informed me that there is a hold on the shipment. I at this point will be disputing the charges because the order is still not completed and they can’t tell me when or if it will be.

*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. ↩