Lovesac

"This was my 2nd Sactional and experience working with Todd from Lovesac! I actually sought him out after our first purchase which was our basement Sactional. Todd was at the Love Sac located at Station Park during that time and now currently at Fashion Place. He was beyond helpful in assisting me during the selection process of all of our pieces. Unfortunately, we live far from any of the locations, so not being able to physically see, touch, and dial in on what I was going to be purchasing, was a bit unnerving. Tom calmed all of my hesitations during the initial Video call assisting me with the everything design and the final selection process. He was extremely patient and his advice in every aspect of each product we chose was extremely helpful. We love our furniture! The warranty for anything Lovesac is unbeatable, giving a buyer such peace of mind. If we have any issues with a seam or cushion not maintaining it shape etc. - there are no questions asked or back and forth with customer service. They are extremely responsive and you have your replacement product in no time! Tom from Fashion Place gets an A+ from us and Lovesac is 100% worth it."

"Todd went above and beyond to help us design our dream sactional. He helped us through all the different options and never pushed us to make any decisions. It was so much better than any other furniture store I’ve ever been to. Thanks Todd!"

"We splurged and ordered a Lovesac sectional. We do like the couch so far. We have had it for just a couple days. I’m only giveLovesac two stars though, because we spent over $8000 on this couch. We thought it would be delivered and carried into our house. But anyone thinking of buying this couch just beware. They ship it to your house. Every single individual piece of the couch is in a large box. Each bottom base, each cushion, each cover, each side and back are in their own very large box. Once they are delivered, you will spend the next two days unpacking, these pieces which are very heavy, carrying them into your house and then trying to figure out how to put them together. This took my husband and I about two days. Then after the couch is put together our entire garage was full of very large boxes. I called the Lovesac store and asked if they come and pick up the boxes or have a place we could drop them off. They told me that I could take them to the dump which if we rented a truck, which is a additional cost, it would take us probably four loads because there are so many large boxes. This was very inconvenient and a lot of work."

"I wouldn’t buy this couch again since the company does not have their customers best interest. It literally only holds together until about the 3 year mark and then it’s out of warranty. I called the company 35 days after the warranty ended after the show room told me I should call corporate because I was “ still under warranty” and then found out that I was not. The rep said “our managers are not willing to do anything to help extend your warranty”. We had a loss in the family so calling beforehand was out of the question. When I asked for manager she said one would have to call me back. They never called. I think it’s pretty ridiculous to spend 7500$ on a couch that will only last 3 years until the cushions are uncomfortably flat and then to have the company not hold up to their warranty when it was only a month late is absolutely terrible service. If you buy from a small more customer oriented place, this wouldn’t happen. But lovesac only cares about their bottom line."

"At first it was a very good experience. We visited the store because we knew that what we wanted would be very expensive and wanted to see the sactionals in person. They were very good at explaining all the fill and layout options. They had us use the little wooden blocks to layout what we wanted so there was no misunderstanding with what we wanted. After pricing out our couch the total came to just over TEN THOUSAND DOLLARS. They suggested waiting just a little bit because there would be black Friday deals that would lower our price. They saved our estimate in their system and told us to call once the black Friday deals hit and it would be a simple transaction. And it was! We were able to save 25%! Well, fast forward about month and our order started to arrive. It came in 3 different shipments on different days and took several hours over the span of several days to put it all together. It's quite a process. Finally we had all the pieces put together and guess what... One pillow was missing. Upon contacting lovesac we were told that we had received our whole order. So the associate we were working with had forgotten one pillow when submitting our estimate. We were told that this was our fault because we didn't thoroughly check our itemized estimate. Which, by the way, uncludes 33 total pieces. They're right, we didn't check because we had an expert put our estimate together based on the wooden block layout. Shouldn't have trusted them I guess. So unfortunately our one missing pillow was not paid for and we would have to purchase another one. And it gets better. They want us to pay full price for it. We insisted on receiving a 25% discount because that was what we got for the rest of our order which should have included the one missing pillow. They told us they couldn't do that because it had been too long since we ordered... We called as soon as we received all our shipments and noticed it was missing. So it's also our fault I guess that it takes that long to receive a lovesac order. We were told that they would have to get approval from the district managers or something like that. Well, it's been over a week and we haven't heard back. We love the sectional and think it's awesome. But we have been shocked at the level of customer service following the most expensive furniture purchase of our lives. The very competent and knowledgeable people who helped us buy a very very expensive couch are no longer helpful. At all. Again, we love the couch, it's really nice. It's a very well thought out product. We are extremely frustrated and disappointed in the customer service. Not a great end to what started out as something so exciting. I recommend lovesac products but suggest being very very careful as you work with lovesac employees and double check everything because they are very slow to accept any responsibility for mistakes. UPDATE: We were finally able to get in touch with Luke after never hearing back. He spent a good deal of time looking for the email and/or response from the district people. Not really sure if that ever even happened. In the end Luke told us there is nothing he can do. No discount whatsoever or promotion of any kind. After buying a $10,000 couch they were unable to honor our discounted price for one single pillow. Which they forgot to include in our order. This has ruined our awesome new couch experience that we were really excited about. Now when all our family and friends we had told about it ask... It's a bummer to tell them about our new very expensive couch. There are also other problems with the couch such as the color of the different pieces not quite matching and the down feathers occasionally poking you and having to be pulled out. But I'm sure there isn't anything they could do about that either."