Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am submitting this complaint regarding my purchase of the ***** Dining Table Set (1 table, 6 side chairs, 2 armchairs) from Living Spaces Furniture, LLC under Sales Order SO-*********, purchased on November 23, 2024.Upon delivery, I immediately observed multiple defects, including:1-Table defects: Edge chips, dings, and discoloration.2-Chair defects: Cracks, holes, and structural issues in three chairs.The delivery team contacted the warehouse, which agreed to send a replacement table and three chairs. However, the replacement items were also defective, leading me to refuse acceptance. This happened twice, with both replacement deliveries containing defects.Additionally, three other chairs made a wired noise, so I filed a warranty claim. A technician came and repaired two of them, while one chair was deemed irreparable and scheduled for replacement. However, after approximately five weeks, I still have not received the replacement chair.Due to receiving defective items twice, I requested a full return of the entire set (1 table, 6 side chairs, and 2 armchairs) with a full refund. However, my request was denied by the company, and they only agreed to return three chairs and one table, offering me the option to reselect another model. This solution is unreasonable, as it would leave me with a mismatched dining setfive chairs from one model and three chairs with a table from another set.This experience has been extremely frustrating. I have made multiple follow-up calls to Living Spaces, each time waiting on hold for nearly two hours. Despite my patience and numerous attempts to resolve this matter, the company has not provided a satisfactory resolution.Desired Resolution:A full refund for the dining set due to the repeated delivery of defective items and the failure to resolve my warranty claim.I sincerely hope BBB can assist in mediating this issue and ensuring that Living Spaces upholds fair business practices.

  Business response

  02/12/2025

  Thank you for bringing your concerns to our attention, we apologize for the overall unpleasant experience. While we are unable to remove the entire dining set from your home, we can pick up the defective table and 3 chairs. Management has agreed to issue a full refund for all 9 pieces. We ask that you dispose of the remaining 5 chairs as we do not need them back. Please give us a call at ************** to arrange the pickup of the 4 items. The refund will be processed in two parts, please allow 5-7 business days from the pickup date for the funds to reflect your original payment method, excluding weekends and holidays. 

  Customer response

  02/13/2025

   
  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

  02/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a dining room table and 6 chairs on January 3, 2025. I received all items on February ******. The table was completely damaged with the all edged broken and the entire sides and middle damaged as well. Photos were sent over and a new table was promised. Chairs were kept with the assumption a table would arriving shortly after. My delivery date was pending but I was told would be about 17 days out. Today, February 8, 2025 was supposed to be my new delivery date with email and text confirmation given yesterday with a time slot. Time has passed and I gave living spaces a call. With them not being able to tell me why my order hasnt arrived I asked to speak with a manager. Although Ive asked all 3 times Ive had to call, never was I given the opportunity. After our conversation ended, I called back and said Ill take the refund instead of waiting for a reply and Id like to return the chairs as well. I have no table to go with the chairs and they declined. I was told it was passed the 7 day return window. If I would have known I wouldnt be receiving a table, theyd have gone back in the beginning. With the inconvenience caused, I asked for a discount in keeping the chairs. That was also declined. I figured that would have been the least they could have done. The customer service is horrible. They havent been understanding once in this whole situation.

  Business response

  02/12/2025

  Thank you for bringing your concerns to our attention, we apologize for the overall unpleasant experience. Typically, we do not accept returns for items that have been in the home longer than 7-days with no reported issues. However, considering the circumstances, management has agreed to honor a 20% discount if you decide to keep the chairs, or you can opt for a return. Please advise which option works best. 

  Customer response

  02/12/2025

   
  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. I will keep the chairs with the discount offered.  
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  02/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order# SO-********* Delivered December 18, 2024 Hello,I am having a horrible issue with off-gassing from our new bed/frame that was purchased at living Spaces, LLC. I cannot get rid of the *** off-gassing smell from the bed. I have tried baking soda, charcoal, fans going, windows open and even bought an ozone fan for the room. I decided to move the mattress and box spring out of the room to see if it was those items making the smell and it indeed is the bed/frame (not the mattress and box spring). So now I have a bed/frame that is making me sick. I had to go to the *** to see if that was causing my sore throat and breathing issues. I am fine when I sleep in a different room but the minute, I go back into our master bedroom to sleep I feel sick. This is a very toxic bed/frame. The *** of gassing is horrible. According to Living Spaces, LLC online returned are supposed to be made in 7 days. We did not even get the bed/frame set up in 7 days because we were waiting on our mattress. Living Spaces, LLC simply told us we missed the return window and that is that. So now we are stuck with a bed/frame that cost us and is toxic. I am very dissatisfied and concerned about this product and what it is doing to my health. Many Thanks,***** D. ****** <><

  Business response

  02/04/2025

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. Living Spaces provides a 7-day return/exchange period on most of our furniture, starting from the date the items are received. The return window does not pause until the customer unpacks the ********************. Please note that allergic reactions resulting from off-gassing typically occur within the first 7 days following delivery/pickup. We were not informed of the reported issue until 6 weeks after the delivery date. Our terms and conditions are displayed on our website to review prior to purchasing with us. Unfortunately, we are unable to move forward with the claim as the items have been in the home more than 7-days. 

• Initial Complaint

  02/02/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a battery pack for a couch I was buying. The sales person lied about how it worked and that it would work for all components of my modular sofa and I ended up having to plug it into a wall anyways because it didn't work the way the sales person said it would. 3 days later the battery started beeping because it has a charge problem and needed to be replaced already. I tried just returning it since I didn't need it. But they wouldn't return it because it was past the 7day return window for the component. (The couch was back ordered for 3 weeks and I received the battery at time of order). I had to warranty it because I couldn't have a battery that didn't work even if I didnt need it thinking maybe I could sell it and get some money back. I responded to a survey negatively that they sent me and the store called me and said they wanted to make it right and refund me. I went to the store that day and gave them back the battery back in October, I got an email this week saying I have store credit and they couldn't refund me because it was a warranty item. Since it's past the 60 days from purchase I can't even dispute it on my card. Obviously they did this on purpose. I don't want store credit because I will never buy anything from them again. I was told I was getting a refund

  Business response

  02/04/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Typically, monetary refunds are not offered for warranty claims; however, in this case, due to the battery pack malfunctioning within a few weeks of delivery, we have submitted a request for the refund approval and will provide an update once a response is received. 

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got the Bonterra Sand LAF TUX Sofa and Bonaterra Sand RAF Sofa Chaise worth $1856 on 5/27/2024. The sofa has a chaise and it is very inconvinient and very badly essembled. There is no way one can sit on that chaise comfortably. We asked them to replace the chaise with a cushion seat.We have also purchased an extended warranty for this. The Living space manufacturer and the warranty both refused to replace or resolve the issue. They said they cannot replace the chaise with a cushion seat.We also asked them that we can buy the cushion or we can pay them if they can build a cushion seat for us with measurements.They said they do not sell any parts. We went to living space fremont store and the representative at the desk did not even listen to the complaint. We asked to call the owner and she said there is no owner. She told us to call the *******************************. The customer service said they cannot do anything and there is no owner for living ******** they are saying that no one owns living space which is a joke.Also how can a big furniture store like living space not sell parts of its own manufactured sofa.I am really very dissapointed with this kind of response. I want refund for the sofa if they cannot replace or sell any single parts.

  Business response

  02/04/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. On 11/14/2024, the guest contacted Living Spaces to report concerns regarding the comfort and alignment of the chaise. The warranty department requested pictures, which the guest provided. The vendor reviewed the pictures and approved a replacement cushion core and casing for the chaise. We attempted to deliver the new parts to the guest on 12/18/2024, however, the customer declined the delivery, stating they wanted a smaller cushion to convert the chaise into a regular sofa. Our warranty team informed the customer that the chaise cannot be modified as doing so will void the warranty. The guest has been advised that we are unable to proceed with the claim as they are seeking to alter the product's configuration. 

  Customer response

  02/04/2025

   
  Complaint: 22885949
  
  I am rejecting this response because: This is not acceptable, I am  also ready to buy the cushion replacement but you guys said that you do not have the cusion or cannot sell the cushion part. How silly is to not sell parts of your own manufactured sofa. Also what is the use of extended warranty if it cannot serve the purpose. This is absolutely insane.
  
  Sincerely,
  
  ***** B

  Customer response

  02/04/2025

  My full name is ***** ****

  Business response

  02/05/2025

  The guest has expressed interest in modifying the original configuration of the sectional, which is not supported by Living Spaces. We have informed the guest that we do not offer replacement parts for sale.

  Customer response

  02/08/2025

   
  Complaint: 22885949
  
  I am rejecting this response because: I think it is very irresponsiblel to say that you do not sell any parts. I  am very surprised to believe that you do not sell any parts.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional from Living Spaces Furniture, LLC approximately 3 1/2 years ago and while purchasing I was nearly forced to add an extended warranty called their Care Free Plan. The associates helping me all very much misrepresented this extra plan as a must have bonus because there was no limit to what would be covered if you were to stain, cut or break it for 5 years no questions asked. Fast forward to a week ago and my couch caved in on the arm rest for no apparent reason and I went and filed a claim and sent pictures as well a video and sent them in with my claim. My response was a generic denial saying they would not be honoring the warranty for stains and did not address my real reason for the claim which was the structural damage that was on the arm of the couch! I sent a dispute and was immediately denied AGAIN. I then have sense gone online to look at the reviews about the care free warranty and its pretty much a common theme that everyone else felt as though they were pushy about purchasing the extra warranty and I did not find one positive comment in regards to using the warranty and this is out of over 100 reviews seen m. I feel totally taken advantage of and I feel as though the extended warranty is whengaaq

  Business response

  02/04/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. The details of this complaint have been shared with ******* for further review, an update will be provided once a response is received. 

• Initial Complaint

  01/31/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Very poor customer service experience with defective furniture that arrived this morning.See attched screenshots of my email to Living Spaces CEO, ****** ******.

  Business response

  01/31/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Upon further review of the account, we show a team member reached out to the guest and offered a discount to keep the items as-is, reselect to a different collection or return the items for a full refund. Please check the spam and inbox folder to ensure the offer hasn't been overlooked. 

  Customer response

  01/31/2025

   
  Complaint: 22881100
  
  I am rejecting this response because:

  
  1. I asked to speak to the CEO about the situation, personally. I can be reached at ************.

  2. None of the options offered was acceptable...under the circumstances of the big picture.

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

  Business response

  02/05/2025

  We have provided options currently available to the customer and their account is thoroughly documented. 

  Customer response

  02/08/2025

   
  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

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a sleeper sofa from Living Spaces because I liked the 3 year warranty they have on the frame. At the time of purchase the sales *** confirmed that there was a 3 year warranty on the frame which included the couch/bed frame. When the bed frame is folded into the couch it is an essential part of the couch because it becomes the couch frame where the cushions of the couch rest on. Without that part of the couch/bed frame there would be nothing and the cushions would fall straight to the floor. Several months back I filed a claim with the Living Spaces warranty department due to a bent couch/bed frame because when folded out into a bed the bed frame is not level and it slopes 6 to 8 inches down. I received a phone call from their warranty department that I could barely understand due to their headset and was informed that my claim was denied. What makes this claim even more frustrating is that I had never used the bed frame before and so the slope was an obvious structural defect in the metal frame. When I filed my claim I sent in photos but after our phone conversation I got an email from them with one word, "photos." I confirmed that I did upload photos of the bent frame and then asked them through email why was my claim was denied. They emailed me back with a cut an paste section of their warranty which I read before I bought the couch but then added their own sentence to the warranty that is nowhere in the warranty. They said/wrote, "The sofa sleeper mechanism are only cover for 1 year." Nowhere in the warranty under what is covered or what is not covered does Living Spaces mention the term mechanism. I was shocked they used that term just to get out of covering a defect in a frame. I am writing all this on BBB in the hope that I will reach the right people in the right department who can over turn my denied claim and make it right. It's not that much of an expensive couch, so PLEASE fix it or ***lace it. It's the right thing to do.

  Business response

  01/27/2025

  Thank you for brining your concerns to our attention, we apologize for any inconvenience this may have caused. Reclining furniture consists of various components, including mechanisms that enable the item to bend and fold without damage. The problem reported by the guest and evaluated by our warranty department pertains to the reclining mechanism, not the frame itself, which is the reason for the denied claim. 

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a sectional couch (recliner) that was delivered on January 3, 2025. The couch was set up in our living room. When I looked closely at the couch that evening I noticed that the foot rest on the left piece was not lined up correctly with the other two pieces. I hadnt noticed earlier in the day because the installers left it slightly reclined and it is not noticeable unless it is in the full upright position. We were hopeful that it just needed a little adjusting and that maybe it wasnt connected to the center piece of the couch correctly which would cause it to not line up correctly. Today, we finally had a chance to pull all three pieces of the sectional apart and found that even when standing alone, the foot rest on the corner piece was still not lined up correctly which proved it was not a connection issue. We then tilted the piece and found that it is defective underneath and was not built correctly and the start of further damage is obvious because anytime it is in the upright position, the bars underneath are digging into the wood. I called our salesperson and he (VERY politely) advised us to reach out to customer service immediately. I called customer service and was told that we were three days past their 7 day window and that they could not help us in any way. We would have to file directly with the manufacturer. The agent was rude and offered no other solution to the problem. We were unaware of the 7 day policy and obviously would have called much sooner however, this is an extremely heavy couch and we were not able to inspect it right away until we had help lifting it in order to separate the pieces. It is an obvious defective piece of furniture and because 10 days have past since they delivered they will not help at all. We even paid for the insurance and still were told we must go through the manufacturer. We have a broken piece of couch, an insurance policy good for nothing, and an email to file with manufacturer- because we are 3 days late

  Business response

  01/25/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Upon further review of the account, we show the guest spoke with a member of our ************************* on 1/24/2025 and was advised they would need to file a warranty claim for the reported issues. The link to file the claim was sent to the email address on file, please thoroughly read the information provided and follow the directions given, a member of our warranty department will follow up with the guest within 72 hours of receiving the claim to advise of the next steps. 

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ********************* that arrived with defects. I contacted customer service & wanted to see how I could resolve & possibly return & sent photos. There was damage to the finish on back corner of ******************* made a loud sound when closing. The other nightstand top drawer had damage to drawer w/ missing wood that would not allow the rails to attach so the drawer drooped. I was allowed to return this thankfully after initially wanted me to exchange or offer store credit, but was out of stock. On the dresser the drawers were misaligned & was mostly able to fix; however, the interlocking drawers system was metal & was rubbing on the metal drawer glides making loud grinding grating sounds when opening & closing. Also I disliked the loud clicking sounds the interlocking drawers made when you closed them. There is no video/info how the drawers sound on their website. Also the bottom support bar was not aligned straight & bowed upwards.When I first called cs, the *** only provided one option of having a 3rd party technician come out to fix the issues. I asked twice on separate occasions that I could still return even after tech came to my home was past the 7 day return window. The *** said I had to have a tech come out 1st before I could return & I could return if I wasnt happy with the ********** tech came, adjusted & applied lube but was unable to fix the grinding sounds & never asked about my nightstand. I also forgot to ask tho.I immediately call cs again after tech left & said I would still like to return both ********************* *** said no because it was past my 1 week return window & had to wait for tech ********* needed to send in more photo/videos; which I did. Later that night I received email saying I could return & asked for my address. But the next day received email from claims saying my items were fixed & my return denied. I call cs back still trying to return, but said no & had to submit a case back to claims.

  Business response

  01/27/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Upon further review of the account, we show the guest was approved to return the items on 1/25/2025 with a pickup date of 1/29/2025.

  Customer response

  01/28/2025

   
  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,
  
  ****** ******

*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. ↩