ComplaintsforLoveSac Alternative Furniture Co.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Purchased a lovesac couch for 4,900 minus several discounts (5% heroes discount), ($100 off every $1000), and (referred by a friend discount) totaling the purchase price of $4,175. Was clearly told and printed on the receipt that lovesac provides a 2 week purchase price guarantee. If they offer a better deal, they will adjust the price and refund the difference. A few days later, we received notice that they were offering 25% off heroes discount (for educations. Law enforcement, medical professionals, etc). We called to get the price adjustment. 1 - manager not on duty at the store. 2 - after calling the 800 customer service number was told they will process . However: no email or text confirmation. 3. Called the 800 number a few days later to confirm and was told that they never processed the initial adjustment. 4. Called 3 other times and each time it’s the same story. No one seems to find the adjustment. 5. Finally called Christiana ******** Store and a manager said they would escalate and connect us back. 6. Received an email later that day that they will make the adjustment and we would see $900 refunded within 7-10 days. 7. Received another email from the store manager backpedaling and stating that they are not combining the offer with any other discount, therefore the adjustment will now only be $500. 8. We seriously want to return the entire purchase. They were quick to take our money, but not forthcoming about the price adjustment. Buyer beware. This already high-priced furniture company offers horrible customer service and deceptive tactics.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased two items from Lovesac, a Supersac and Moviesac. I requested to return the Moviesac only bc it was too small for our family. I was sent a return kit and told to contact their contracted shipping company, **********, to have my item picked up. My items was properly packaged and picked up by ********** on 3/21/22. Despite written confirmation that Lovesac received my Moviesac and my refund was forthcoming, I have waited 5 weeks with no refund of my purchase. Customer service has been clueless and unresponsive despite detailed written documentation of each contact I have made with their customer service team.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been waiting on two refunds that total $2284.88: 1. $2165.63; Authorized on 01/16/2022; #****** 2. $119.25; Authorized on 03/05/2022; #****** I have attached the authorization forms to this complaint. I have spent hours calling, emailing, etc., to resolve these issues. Every time I call LoveSac, the LoveSac representative tells me that they will resolve the issue, and I will be returning a call later in the day or at a scheduled time the following day. I would make work-related and personal-related arrangements to make myself accessible for the callbacks but would never receive them. Additionally, when I would give a callback, the LoveSac representative would inform me that the LoveSac representatives resolved none of the issues because the representative either forgot or blamed the negligence of another one of their employees. Furthermore, one would assume that corporate LoveSac would be helpful in these matters. However, corporate would not help and ask me to speak with the LoveSac showroom with which I was having the previously stated issues. Honestly, if the customer service were not so awful, I would have just returned the entire couch because the couch is not worth what you pay for, especially because there is no customer service backing the product. However, I am not risking a full couch return because the LoveSac customer service could not handle a simple exchange of pillows, so there is absolutely no way that I would risk being out of a couch and over $8000.00 for several months. In summary, my experience with LoveSac is indicative of a company with no customer service that only cares about getting new customers. In addition to the $2284.88 I am owed, I would appreciate additional monetary compensation for the amount of time I spent trying to resolve the issue and being left with a subpar couch I could have bought for $6000 less. I have attached two of the email threads to this complaint. I wish I could attach the calls too...

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a lovesac couch through the website. I went through there steps to select my layout, add Stealth Tech, choose fabric, choose fill, then add accessories. My shopping cart reflected all of my choices and the price matched my budget so I decided to purchase the set. I then received my set and it only had fabric for the 4 sides and no fabric at all for the rest of the couch. It has taken more then 24 hours to get anyone to assist me in any way and they want to charge me an additional $700 to complete my order due to there website incorrectly automatically itemizing my order. I should not be paying a penny more then the offer that I accepted in my shopping cart and they should be sending my fabric to me immediately to complete my incomplete couch.

  Business response

  03/04/2022

  Our resolution manager reach out to **** on 3/4 at 8:42am trying to solve his issue with no resonse. He then placed a phone call to **** at 1:30pm on 3/4 with no answer. We are happy to resolve the issue however the customer has not responded. He was emailed at **********************

  Customer response

  03/04/2022

  
  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

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ******* ordered online and delivered. No receipt with my order. They have a 60 day money back guarantee. I need to return it because it does not fit in the room I intended to use it in. Tried calling customer service but wait time is always over one hour. I sent the company three emails and no return email or call. I know the cover is not returnable because it was on sale so that was a waste of $300, however I would very much like to return the ******* insert and get my $400 refunded. The product arrives vacuum packed in a teal bag. I do have the bag but there’s no way I can fit it back into it without having a way to shrink it back down and I have no way to do that. I’ll gladly send it back if they could send me something large enough to ship it in. Again, no receipt sent and no option to create an account after ordering. I have attached the shipping label and card that was supplied. I’d be happy to send you a bank statement showing the payment if needed.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed my order on 5/23/2021 with a ******** ****** card ending in **** in the amount of $3,803.84. I was informed of a 7-10 days shipping time in-store since my order was not customized nor special color. However, I received messages about order shipment delays without further communication since July 2021. I contacted with local store employee named "Preston" on 7/6/2021 and he promised to provide a refund and investigate the situation. I have not heard back from LOVESAC Company since July 6, 2021. Ther Company refused to provide any assistance on this matter and chose to ignore my request. I simply want to get my money back and have no connection with this company.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I just recently spent $6800 on a Lovesac. One cover is ripped on my Citysac, they will not send the cover until I send them the damaged cover. The problem is I JUST purchased this a couple of weeks ago. The manufacturing of couch itself was off slightly, making it almost impossible to fit together. After 6 hours, I called support, his resolve was to not use the pieces it came with since they didn't fit. He never even offered to send new pieces. I initially reached out to support to have them exchange the Silver Liger Phur for the Elk Phur, I was hopeful they would help me but the agent never responded after the initial interaction and I have been unsuccessful in reaching any Lovesac associate to fix this simple exchange. Then I realized the cover is actually ripped when I moved it. I have been trying to get a response from customer support but they are absent. What terrible service, I have been trying to get this resolved for almost 2 weeks with NO luck. I would never recommend this company again. I have already paid for a product that was sent damaged and they don't seem to care about helping me get this resolved. Due to the terrible and NON-EXISTENT customer service, at this point, I'd like to return the whole thing but I've already gotten rid of my other couch so I feel like I am stuck with this. Lovesac claims to have quality products & excellent customer service but that have failed to deliver on both fronts.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order with Lovesac on 10-21-21. Since there was a long delay with delivery, I cancelled my order for a full refund. I never received the merchandise and according to ***** the package was delivered to ***** and ***** was told by Lovesac to return it to them. Which ***** did. I was originally issued a refund on 11-16-21. Then on Feb 10, 2022 Lovesac rebilled my account without my knowledge and without my authorization. This is fraud. I have tried contacting them via email, phone, & texting but they are not being cooperative. I am filing a complaint with your agency so that I can get my money back and to warn others of Lovesac's illicit behavior. The ***** tracking number is: ************ showing that it was returned to sender. Your help with this matter is appreciated.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We purchased a sectional couch from Lovesac and the sales staff suggested to buy leather covers as we expressed the need for durability. We ended up purchasing what they called leather and what the receipt states is leather. We ended up spending $6,650 on the couch. $2,700 of that amount was for the “leather” covers. These “leather” covers are peeling all over and look terrible, and are clearly not made of leather. (Pictures attached). When we contacted Lovesac’s customer service they responded with an email that stated we are outside the warranty period and that the covers we purchased were real leather but it’s their “standard leather (that) has a 100% Polyurethane face with a Backing composed of 5% Polyester, 29% Cotton, and 19% Leather.” In other words, it’s not real leather. We would like a reimbursement or exchange the covers for another material. We would have never purchased faux leather had we known that’s what it was, and especially not for that price! We were explicitly told by sales staff that it was real leather that is extremely durable and will last a long time. We have much, much cheaper leather furniture that has lasted much, much longer than this terrible product.

  Business response

  02/22/2022

  If we could please have an order number as there is no record of this name, email, or phone number in our system. Thank you

  Customer response

  02/23/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  It didn't address the complaint. It merely asked for confirmation of the sale. I'm attaching 1) copy of the sales receipt, 2) financing receipt, 3) email from LoveSac employee Ben Springman, thanking us for the purchase, and lastly 4) my recent correspondence with a LoveSac customer service employee (Alaina B) stating that the fake leather we purchased "STANDARD LEATHER" is real leather, while admitting that "our standard leather has a 100% Polyurethane face with a Backing composed of 5% Polyester, 29% Cotton, and 19% Leather. 

  We would NEVER have paid $6,615 for fake leather that would peel! We were told at the store that we were buying 100% leather and the receipt says that we purchased STANDARD LEATHER. 

  The attached information should include ALL the information provided to us by Lovesac furniture (vendor), some of which is also listed below. 

  -Sales person: Wesley

  -Store: 1029 Station 

  LoveSac **** * ****** ****** ******* ******* ** *****

  -Lovesac Credit (amount of sale): $6,615 

  -Date: 2/1/2014 

  -SKU #s also provided in attached document

  
  
  Sincerely,

  
  **** ********

• Initial Complaint

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Called lovesac on December 8, 2021 to request an exchange in covers since the one I received didn’t match the fabric of my couch. They sent a ***** label for the return of the covers which I sent out the next morning on December 9. I have video surveillance footage of ***** scanning the QR code and taking the package. I followed up on Dec 11 and they told me there is no tracking for my return even though I have video evidence. Followed up 2 more times on Dec 14 and 27. It is now January 3rd 2022 and there is still no update, exchanged item, OR refund.

  Business response

  02/24/2022

  This item was refunded by Lovesac on 1/19

*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. ↩