Complaints

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: 03/16/24 Amount of money paid: $9,299.94 I returned my order to them and ***** stated my packages got lost. I provided return receipts showing proof I did my part to return everything and they have yet to resolve my issue and its been months. The business has not tried to resolve my problem. Here is my order details, Order Number: ********* / ********* my email is ********************** I have talked to multiple representatives and they never email me or anything to resolve my issue.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Subject: Request for Resolution Regarding Order #********* Dear Customer Service, I am writing to express my concern over the handling of my order #*********, placed nearly two months ago. Initially, I was informed that the delivery timeline would be 8-12 weeks. However, upon checking the status on April 26, the system unexpectedly indicated that all items had been delivered, which is not the case as I have not received any items. Despite repeated inquiries with customer service since April 26, I have not received a satisfactory explanation or update on the status of my order. The level of service provided has been unsatisfactory, and I am concerned about the apparent discrepancy in the delivery status. Given these circumstances, I request the cancellation of my order and a full refund, as I no longer have confidence in the delivery process. Please confirm the cancellation and the processing of my refund at your earliest convenience. Thank you for your attention to this matter. I look forward to your prompt resolution.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ordered a lovesac, followed all directions and it smelt like chemicals. Then there was not enough foam inside. Was hard as a rock. Was sent more foam which was a HUGE mess and it is still hard as a rock

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a Sactional sofa Labor Day Weekend. The sofa came with 3 large cushions that don’t fit my sofa. I need them exchanged for “Deep Seat”” cushions instead. I have been calling and calling customer service and no one answers. You get an answering machine recording and no one calls you back. I just want to exchange what I paid for and can’t use.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I returned an item for replacement on 11/16. i was told i would receive the item no later than 11/30. 11/30 arrived and still no item. I have called and texted customer service 5 times and every time, they put you on hold to talk with a manager with no result. On 12/7 i called and i was told it would ship out on 12/8. so i called on 12/8 only to be told they do not have any inventory? So i asked if it was covers or inserts, they could not tell me. Now i was told someone would call me after 5pm today, lets see if they call?(they did not) So the product was needed for 12/9, and now i don't know if i will even receive it by Christmas. All the reps are very kind, but can do nothing and have no answers. Nobody knows whats going on. It really is too bad, when i receive my first item it exceeded my expectation, even the return went well, but trying to get this last pillow sac and two covers, its just crazy you need to put in all this extra work for an item that is so pricey and already paid for! I am also very aware of this being a busy time of year, but if you tell someone they are going to receive something and it dose not arrive and they call back and keep giving you wrong information, its not right!

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased $778 worth of final sale fabric and then an additional $1800 or so on inserts for this product to make a couch. Both Lovesac and ***** gave me a delivery date of 11/28/2023. On that day, I worked from home and worked in the living room to make sure I didn't miss the delivery. ***** tracking claimed that the products were on the truck and out for delivery. At 6:00 pm, ***** updated their status to "attempted delivery." This is a boldfaced lie. Nobody ever attempted delivery. I called ***** and customer service claimed that they didn't attempt a delivery, it was just too busy to deliver and I "might" get it sometime in the future. To my knowledge, ***** is a delivery company, so I'm not sure what else they were busy doing. On 11/29/2023, I woke up and ***** claimed that they attempted delivery a second time at 6:53 am. Another boldfaced lie. This time ***** assured me that I'd get my package by 3:00. I called Lovesac and they said "everything is fixable" and called *****. ***** told them that my package wasn't being delivered and that, when they had drivers, they'd try and deliver it at some point. This is an $1800 sofa that will be stolen off the curb if I'm not here to receive it. Lovesac and ***** are all giving me different stories. Here's my story: I paid $2500 for a sofa that I'll be lucky to have in the year 2023. Horrible experience.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  9/28/23 Order Number: ********* I am writing to request a refund for this purchase, as I do not feel that keeping the product is a viable solution due to the quality concerns. I hope that this matter can be resolved promptly and efficiently, and I kindly ask for your assistance in expediting the refund process. I have been patiently waiting for the refund to be processed, but it has been significantly delayed, and I have yet to receive any communication or confirmation regarding its status. I understand that these processes can sometimes take time, but it has now been well beyond the expected timeframe. I kindly request that you provide me with an update on the progress of refund and when I can expect to receive it. I would appreciate a prompt resolution to this matter as it has been causing inconvenience.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought our $6,000 lovesac sactional November 2021. We had a couple ripped covers that needed replaced. Great. They replaced them. Our cushions ended up breaking down, they replaced them. The replacements came and within 48 hours of sitting on these cushions, they started horribly sagging and deforming. I reached out to lovesac to inquire on my issue and they canceled my warranty. We have a full 15 MONTHS left of our 3 year warranty and lifetime on our hard pieces. This company is absolutely horrible. We are days away from dumping it in the landfill or taking it down to a showroom to show them their shoddy work and seeking advise from the ******** *******. They cannot just cancel our warranty because I inquire on the quality of the replacements they sent. We want this place to honor their warranty and do right by their mistake.

• 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.

*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. ↩