ComplaintsforLoveSac Alternative Furniture Co.

• 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.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company seems to want to avoid full refunds. Despite it's policy to take returns for a full refund, they lose information about returned items, do not fully respond to emails, etc. I should be receiving a return of nearly $7,000 and they are stating that I will only be getting less than $300. They lost one transaction and it's been weeks after I was supposed to receive the refund.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The company lists a return policy for their goods, however, they have made the return of their products extremely difficult to the consumer. I initiated a return within 30 days (their return policy is 60 days after delivery), and they failed to advise in their return policy that you need a vacuum cleaner to shrink down the product. I was unable to get it shrunk down enough to fit into a duffel bag that they sent as their “shrink kit” and ended up causing my vacuum cleaner (that I had purchased to break in the process ). I have called them 6 separate times, and emailed them to get my money back and for them to pick up the product. The employees are not helpful and rude, and it’s as though they are purposefully trying to cause the date to run out and I not receive a refund. I asked if I could return it to their store location and was told no. They needed a 3rd party vendor to initiate a pickup with me, which could take up to a week. I keep being told someone will call me back, but have yet to receive a call.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Purchased a custom couch from LoveSac, they delivered the couch in 30 Separate boxes with *****. Driver could not physically unload all the boxes himself so we had to unload most of it. They didn’t send us all of the boxes and when I called to get the rest of my couch they then proceeded to tell me I owed them another $1600 in parts for the couch. I then asked for return labels for a manager and it has now been over a week with no contact from them to realize the issue. I have called them everyday and there has been a different excuse each time. I need the rest of my couch for the originally agreed upon amount or I need them to take their couch back

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We were gifted a LoveSac SuperSac and a cover a few months ago. When we were trying to install the cover (NOT the insert), the zipper separated. We tried calling LoveSac for support with THEIR product, and they said that they would not honor the warranty because it was a gift and that we didn't have the email of the purchaser. The person on the other end of the line was condescending towards me, and suggested that I fork out $250 on a clearance cover. Unless they replace or repair the broken cover, I will NOT be recommending LoveSac, and will, in fact, recommend that people stay away from them for not living up their supposedly high reputation.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On May 6, 2022, I purchased a Lovesac “Big One” bean bag chair for $1723.43. As of today, August 6, 2022. The order has still not been received. The company is telling me they see my payment, but they do not see an order from me. They say the solution is for IT to find the order and connect it to my payment. Well, in the three months since. I have spoken to eight people, four have allegedly started a case with IT, and the issue is still not resolved. The company has also not answered me multiple times when I have reached out to resolve this issue. I bought the Lovesac for my pregnant wife, who has problems getting comfortable and sleeping. Since the order, we have gone from the first to the third trimester, and we are now 11 weeks away from the baby's arrival. This is the worst service and shopping experience I’ve ever had.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  July 3, 2022 was the date of transaction After spending 6 hrs on the line with customer service placing an order for the delivery of a sectional couch, i placed the order. To my surprise the business charged me $4,400 more than the amount shown online and the amount quoted to me by customer service.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought lovesac sectional pieces, With the belief that they are lifetime warranty since that was what we were told at lovesac ******** store. I talked to lovesac ******** store prior to covid and she said there would be no problems with changing out my cushions since they are losing their firmness/build. We had got the down ones sence they seemed a lot nicer then their original ones. I was told no problem since there was a lifetime warranty and then covid hit and unfortunately I was unable to continue with the warranty.. So once covid had calmed down I retried again and now I had sides that needed to be replaced. When I try to get in contact with The ******** store they did not contact me back so I tried customer service on lovesac.com and they stated that it was past warranty I questioned that because it was told prior to my husband and I that lovesac is a lifetime warranty on any part of the couch sectionals(base, sides, top and bottom Cushions). Having that warrenty we were like yes let's get! Now trying to use their warrenty they have not helped us. They stated only the backs are warranted. They even had a commercial stating life time warrenty. Yet when you need to use it, they say it doesn't exist. We paid a little over 7000 for this couch and it's only been 5 years. I feel if they are going to put out there lifetime warranty then they should abide by what they say. All I want is my couch to not look like a smashed pillow.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchase a sectional from LoveSac with *********** for a in house trial. We liked the couch but chose the ******* **** product was not worth the money when compared to other speaker options. We returned the product and had ******* **** components replaced with no ******* **** components. We expect a refund but the refund has yet to be processed. I have called multiple times and been told it is a mistake on the lovesac side but I still have not received a refund. LoveSac owes me over 2k in refund but seems to not be willing or capable to process the transaction. April 11th requested return and refund April 15th scheduled for home pick up by LoveSac. Vendor did not come to pick up product. April 18th LoveSac scheduled pickup for 19th April 19th items not picked up as promised. April 20th loveSac scheduled another pickup for 21st April21st Items not picked up as promised. April 23rd loves sac scheduled pickup April25th items finally picked up. April 27th ***** picked up returns May 31st called lovesac promised refund was expedited an apology for the issue. said refund will be expedited. June 17th Called because refund has still not arrived. Told they do not see a refund processed. Told all they can do is send a credit memo to the refund team.

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