"Their customer service is horrible. Cold, unfriendly, and do absolutely nothing to make things right.



I have not bought a product, but I had enough issues to know this is not a place to put my money into. Maybe the product itself is good, maybe you are lucky and won't have any issues. Maybe you'll need customer service, and will face this:



Swatches: ordered a few, they come randomly, if at all. I have swatch orders that have not shipped in one month. Contacted customer service, they say there is nothing they can do, asked me to wait one month, if it doesn't arrive, order again and wait for one month. Zero commitment.



Account: they launched a new website last week. Accounts are gone, there was no prior notice and they didn't even care to copy the customers from the previous website, including your order history. Everything is gone, you need to create a new account. Even though I only had swatch orders, if I had product orders there they would be completely gone.



Coupon: I had a cart ready, with a referral $100 coupon applied. Everything is gone. I complained to customer service and they wrote this: "As far as the website, we relaunched our site on an entirely new platform and had to start customer accounts from scratch, every single customer was impacted and that is beyond our control unfortunately. All customers were advised to start new accounts with brand new passwords.". I don't know if you notice, but they never even apologized. It shows an attitude of a business that might be doing too good to care about you. Again, zero commitment, don't even offer to reissue the coupon ($100) I lost. They clearly don't care, at all.



Referrals: I referred some people to help them with their discount ($100) and also of course to receive a discount ($100). All referrals' links are now broken. They fully stopped working. I tried to regenerate, and the new link (new website platform) also doesn't work. Nobody tested, nobody cared about past/ongoing referrals. I'm not being rewarded for referring other people, because the original account where I should receive the coupon is gone (like all other accounts).



You might say: skip online, go to a showroom. However, what is else is bad in this business? I can't be comfortable spending thousands of dollars here with the customer service I received above.



There are not many competitors, I found HomeReserve.com (pretty nice, but don't have experience with them, will start dealing with them now). If you need to save money, Ikea also has their sectionals, like the "Vallentuna". If you are having poor customer service, you'd better save money and stay with Ikea.

If you know other places where I can find similar products, please share. I'm a customer that want a good product and put my money in a business that is truly willing to deliver a positive experience.

I do not recommend Lovesac."

"Our experience in a Virginia sales room was mixed — the manager clearly had a lot of experience and was very knowledgeable, but the rest of the staff wasn’t. We made our purchase and shipped fed ex. Unfortunately there were a lot of delays in shipping — a couple of weeks longer than expected, in fact, and this was January 2020 (pre-covid). The pieces are easy to assemble and change around (albeit HEAVY), and the couch looks great. However, our real problem is that it just isn’t comfortable for sitting! The back meets the seat at 90 degree/right angles — no slant whatsoever. Imagine sitting on the floor with your back straight against the wall: that’s how it feels. We’ve added extra lumbar pillows and the help, but now the seats are starting to sag down in the one we use most often as a separate chair. We needed a module sofa to fit up some strangely narrow stairs and through a small doorway, but if we could redo the purchase, we’d do one of the alternatives for half the cost, or a pricier versión that has a slant. "

"I purchased 28 piece sactional ($10,000) and within 6 months they discontinued my cover then with a year of purchase my covers started to shred at the seams.... I can’t get anyone to help me out I have emailed the warranty customer service department several times I have a claim number but no one will help me..... I do not recommend this Comapny, from the delivery experience down to the missing furniture all the way to the cheaply made fabric this company is an absolute rip-off!!!!!! "

"I purchased 2 Lovesac beanbag chairs for my children w my "covid-19 hero reward" as I am a Frontline medical provider. The one arrived okay... Green duffle w some dirt from transport. 2 boxes w 2 black Velvet covers in great shape. My second sac arrived a day late in a "damaged by FedEx box", no duffle, fully inflated and COVERED in dirt. I phoned CS and got a call back about 4 hours later. I emailed customer service giving pictures of the damage. 5 days later I finally get a response stating they need more proof of damage. DO NOT BUY FROM THIS COMPANY. $1600 worth of bean bag chairs and one is damaged in route. Thanks so much for my hero "reward". I guess the jokes on me.
Missy PA-C Baltimore, Md"

"My husband has been talking up LoveSac for the 3 years we've been married. We hesitated to take the jump, due to a lot of other things we were dealing with. But, after having my in-laws living with us for 2 months, and my father-in-law basically living in my couch (which he broke), having a toddler (and a father-in-law) who spills everything, and a new baby on the way, we decided now was a great time to upgrade. We visited the store in Scottsdale, AZ, and I fell in love with the idea. What sold me on a sactional is the ability to remove the covers and wash them. We ordered online earlier this month, received a notification from LoveSac AND FedEx stating our ENTIRE order (19 boxes) would arrive on the 13th. It did not, and FedEx told us that they had not received the order for shipping. On the 18th we received the covers only. No big deal, it gave me a chance to wash and dry them. The 21st, we received our 6 bases. We are waiting on 9 walls, which FedEx is showing as "label created", which tells me they have not received the walls. I have 6 gigantic boxes in my small living room, and no clue when the walls will arrive so I can set up my couch. It makes absolutely no sense to me that they would send our order separate like that. I can't get ahold of anyone on the phone, I get placed in the queue and told I will receive a call back. I've called every single day for the last week with no reply. Their chat feature flat out doesn't work. And when I sent an email, all I was told was it takes 1-4 weeks for delivery, which is what the website says. I just want someone to call me back and explain to me why everything is being shipped separate and tell me when I can expect the rest of my couch. We paid quite a bit for our sactional, and can't even get crappy customer service, which I would take over no customer service. And it seems this is NOT an issue caused by Covid-19."

"I purchase a sactional, but after trying it out for a week, I decided that it was too soft and hurt my back. I called customer service to tell them I wanted a refund. Got through after waiting about an hour. The operator said that she would email me the return labels. I waited a week. The labels were never emailed. I called back and waited in the phone queue for another hour. The operator said that they had no record of me requesting a refund. No problem, this operator said he would email the return labels. I kept him on the phone until I received them. Great. I packed up the sofa, which was a Herculean task, taped on the labels, called FedEx for a pick up, etc. It has been 4 weeks, and I have no idea if they have processed my return. I called customer service again, but now, you are kicked out of the phone queue after 5 minutes. They say they will call you back, but they lie. Tried emailing them, no reply. Tried the "chat" feature, no one answers. Save yourself the aggravation. Do not buy their products. The sactionals are a nightmare to put together. It takes 2 strong people to do it. They are a nightmare to take apart. And customer service is the worst I have ever dealt with."

"I purchased my Lovesac Sactional at our local mall retail store. The sactional itself is fine. About a week after the sactional arrived at my home and it's all together (quite the job), Lovesac had a flash sale which was 10% less than what I had just paid for my sactional. I called our local store, they said they would honor the new price, great $431 savings! Thankfully I got a copy of the refund paperwork... That was back in early February 2020! When the credit didn't get applied, I called the store multiple times only to be told the store manager was not in, and they never returned my calls. As of today, I've called Lovesac customer service numerous times, the 1st 2 calls I was told they had the refund in their system and it would be processed. After that, it appears that my phone number has been blocked as I can't get anyone on the phone and they never call back. Their phone system says you'll be called back in the order the calls were received then they hang up on you and never call back! Still no refund applied to my account! I will never purchase anything from Lovesac again! Worst customer service ever!"

"Ordered a clearance item where the picture shows an insert, but the text says no insert available (didn't realize this after I placed an order). Then I called customer rep to cancel it (can't cancel it online). Then later the emailed saying we can't return it (because it's a clearance item, but I haven't even received it and the picture was misleading). Nope. We're going to have to go through this the credit card way."

"They double charged us for two of their products!! The money was never refunded and when I tried to open a dispute with my credit card company they argued that they had already returned the money...THEY DID NOT!!! Now we’re stuck trying to figure out how to get our money back! Please be careful before you consider doing business with this company!!"

"I purchased a lovesac and a sactional last November. My order arrived complete, set up was as expected. I did not love my non customized standard ordered covers for my sactional. Based off the photo when I ordered I was expecting more variances in texture and upon arrival it's totally flat. Nothing defective but it shows anything and everything. I have now since November reached out to customer service both in chat and email over 6 times. I have done all of the surveys after the fact to note I had never been assisted. Each interaction has gotten to where the person will say "yes, we can do that all we need from you is photos" and then nothing after I get them the info. At one point I even had someone offer to send me free product after I screen shot my other conversations had not been fulfilled. Still, NOTHING. I expressed so many times that I wanted to give them a shot before I wrote public reviews. Literally all I wanted to do was exchange my covers for more expensive ones to which I as not asking for anything for free, or special circumstances beyond regular protocol . It's very shameful this company cannot complete a standard exchange. Really efficient at taking your money and sending you promotions but cannot even help a customer when they aren't even dissatisfied, simply wanting to upgrade. I am so confused how after this many collective stories they don't get the bigger picture. Shocked they opened a store near me recently. Truly made the entire experience of me even owning the "one of a kind" couch totally not special. Realistically I could re-furnish my entire living room for the price of the new covers I wanted to purchase even with an exchange. I was really hoping this review would have wound up being a mini redemption for the other negative reviews they're often getting, however a year later and I'm 100% disappointed wishing I could just return it all. "

"Even though love sac products themselves are great, they are not worth it because their customer service is probably the worst I’ve experienced with any company. I simply wanted to exchange a cover for a love sac that my daughter received for Christmas. They wanted to charge an exorbitant price for the cover we chose which delayed the exchange by a month. We chose a new cover that was in the same category as the original cover and again I have not received the cover six weeks later. I called to check where the cover was and they have no information about the new cover choice. This company should be out of business based on their horrible horrible customer service. Don’t buy it’s not worth the hassle. There are plenty of comparable products out there. Save yourself hours of annoying time on the phone with people who have no idea what they are talking about. My next step will be the Better Business Bureau. Incidentally the original purchase was November 27 did not receive the product for Christmas and it is now March and it is still unresolved. "

"Bought a bundle from Lovesac directly to add to existing setup. Confirmed I could swap out two pieces from the bundle ahead of time, but after purchase they ignored the swap request until after it had shipped and then immediately responded with “too late, sorry.” Had to wait for delivery to process exchange. First attempt at exchange was denied because they tried to apply it to a previous order (even though I gave them the correct order number). Finally got exchange processed and shipped back. My exchange was marked as delivered to them over a week ago and is awaiting “manager approval.” I keep calling them and they keep saying they’ll send a request to get it approved, but nothing changes. I like the couch a lot, but the terrible service has really soured me on them."

"If you interest buying lovesac better go to the store instead order thru website. Someone who spoke not kind at all. Tried three different person all of them same!!! Return processing took a month.
"

"Purchased a $300 bean bag to discover it was thd covet without any insert. Useless. Emails have been ignored. Now I have a $300 cover that is useless. So disappointed. Never go near this company "

"We visited the store in Atlanta. I had looked at the sactional furniture quite a bit online. I wanted to actually sit on it and even lay on it before I committed to such a large purchase since I knew I would be buying enough pieces to form a sectional that could also be a sleeper. The store is very small with only 2 grouping actually on display. The salesperson we encountered seemed more interested in looking at their phone than in helping us. He spoke so softly it was difficult to understand him. We had to ask all the questions and felt like we were having to pump him for information. We don't usually shop in that mall, and it seems a rather poor choice for an upscale furniture product. The salesperson was definitely a poor choice. I may end up purchasing online, but am considering other options based on the quality of personnel. "