Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On November 11, 2024, I purchased a Lovesac sectional for $7,945.96 from a store in ****** ***** **. The order was delivered on November 15, but the furniture was too large for my living room and did not match the sizing discussed in the showroom. I contacted customer service on November 15 to initiate a return and was told to repackage the items in their original boxes and use return labels that would be sent to me. I consolidated the items into 13 boxes, received 13 return labels, and scheduled a pickup. However, I was later informed by the showroom that I was required to return the items in 17 separate boxes, and the labels I had were invalid. After following these new instructions, the items were successfully picked up on November 21. On November 26, ***** tracking confirmed the return had been received by the warehouse. I contacted Lovesac about my refund and the possibility of using my 35% teacher discount for a new order. I was assured that the refund would be processed and that I would receive confirmation within 24 to 48 hours, but no update came. After multiple follow-ups, I was told on December 5 that my return had not been received, despite tracking information indicating it had been delivered. After speaking with several supervisors and working directly with FedEx, I provided proof that the packages were collected, but my refund has not yet been processed. This has been a frustrating experience with significant miscommunication and delays.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a sizable online purchase ($27,450.00 with a sale price of @20, 367.90; order # **********) of LoveSac Sactionals on Saturday July 6, 2024. Because of a major home renovation project that was delayed due to backorders, I did not begin to assemble my purchases until the first week of November, 2024. I am very disappointed in my purchase. The leather covers are impossible to pull over the sides inserts and most of the pieces have unsightly wrinkles. In addition, the pillow backs are not full enough to make a tight-fitting piece and have gaps between the pillows across the back of the unit. Consequently, the pillow backs are always falling down onto the seat. I have called the local King of Prussia store where I made the purchase and was told nothing could be done and to just keep working with the leather. I also wrote both the CEO and President & COO of the company on 11/21/2024 and sent the letter with pictures of the partially assembled furniture via USPS Priority Mail with no response to date. I initially asked for a reasonable remedy...replace covers, have someone come to put covers on so they look good. But now, since the *** store would not help and the corporate officers could not respond to my letter, I want a full refund and to return the merchandise at their expense. I appreciate your consideration. ******* ***** ************ landline ************ cell

• Initial Complaint

  12/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hi all, I bought a 15k couch with the Stealth tech option built in. I have received the couch but no stealth tech center channel which is required to make it work. I have spoken to support so many times and I get a different story every single time I talk to them. They have sent me 2 foot sac's, 2 love sac's with covers to say we are so sorry. The last person I spoke to told me that the product was in the warehouse and she expedited it well it arrived today but NO center channel so it is useless. I again call and spoke to some person and told her how angry and upset I wan't to know what was going on. She proceeded to tell me they are out of stock and they are waiting on delivery but that she would expedite it. I told her every person since august 2024 has told me the same thing. Just so everyone is aware this company lies repeatedly and just appeases you with freebies. but when the rubber hits the roads they don't deliver. So then I requested to speak to someone at the VP level or high and have them return my call. and I was told NEVER GOING TO HAPPEN. BE AWARE BE VERY AWARE BEFORE YOU PURCHASE

• Initial Complaint

  11/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  E-Mail mailing list issue. Emails from company were expected once I purchased a product from LoveSac, but after repeated attempts via their website to “unsubscribe” from marketing emails, the marketing emails from LoveSac furniture company still continue. Other companies that use this type of marketing with an unsubscribe option do work, but the LoveSac sites do not.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We received the wrong items and reached out to Lovesac who said they would re-ship. They again sent us the wrong items. I requested a refund and received labels to ship the items back. We shipped the items back using the labels provided and a ***** pickup. It has been 6mos and they still have not refunded us and are now telling us they have no record of our return. I feel physically ill thinking that I was just scammed out of thousands of dollars, I have no couch and no money. I tried going into the store multiple times during this time period and was told there was nothing they can do, to just keep calling customer service.

  Customer response

  10/24/2024

  Delivery proof for returned items

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to formally lodge a complaint against LoveSac regarding an unresolved return issue. I returned a sofa to LoveSac which was delivered back to them on 8/19/24 , using the return labels they provided. All items were shipped back and confirmed delivered on that date. I also have a drop-off receipt as proof of the return. As of October 10, 2024, I have not received a refund or any acknowledgment from LoveSac. I have contacted their customer service multiple times, but each interaction has been unhelpful and frustrating. Below are the tracking numbers for the returned items: ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************  I kindly request your assistance in resolving this matter. I believe I am entitled to a full refund and hope to see action taken against LoveSac for their lack of responsiveness. Thank you for your attention to this matter.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had ***** pick up my items from my home. The item I ordered was too large. I was told that a refund would be processed once it was picked up. Then was told once it arrives. Now it has arrived for over a month now at this point and still no refund. I need either a refund or store credit so that I can buy a new couch now that I have moved in.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We recently received our $4000 sectional, order number *********, and we received the wrong color slip cover that we did not order. This was a mistake made at the showroom where we placed the order. After being on the phone with customer service and the showroom in ************ ** all day yesterday, the best they could do for us was offer us a free blanket or a 5% discount to do an exchange. Are you joking?? They want us to remove the covers they sent us, box it back up, find a printer to print out the return label and when the new cover arrives, put those on. There are over 15 pieces of our Sactional. What a labor intensive task for the customer for an error on Lovesacs part. A 5% refund plus having the customer do all of the work is a joke.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I have attempted to unsubscribe from marketing and all other emails for months via the “unsubscribe” link and company website. When that did not work, I called customer service and spoke to a representative who assured me she would remove my email address from all lists. I am still receiving up to 3 emails a day.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order number ********* I had ordered an Accent chair from the website, i received a severely damaged and broken item, the piece of furniture was not a viable piece of furniture. I reached out to lovesac who sent me a return label, I was informed by the lovesac customer service agent that I will be refunded as soon as the damaged package is picked up by *****. However, now they are refusing to refund me despite the screenshots of our conversation that I should be refunded. I never received a viable item and they took my money. The item that they sent me is damaged and non-viable and I should have my money back. The customer service agent that I chatted with refused to connect me with the manager or the finance department. He declined to de-escalate the situation despite my pleads and was super rude.

  Customer response

  06/12/2024

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

   

  Hi there. I received a refund yesterday. THANK YOU for helping me!!

*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. ↩