My experience with Lovesac has finally ended, thank goodness! It started on Nov 22, 2018 and ended June 7th, 2019. (7 months)
Let me give an updated review:
Lovesac products-4 stars (great product cos it's very versatile, but on the pricey side for a couch)
Service from Montgomery mall-2 stars (I was ready to give up and return everything when it got to a stressful point!)
Service recovery from the district manager-5 stars
For a total of 3.7 stars!
Before 11/22/18, my husband and I went in to Montgomery mall Lovesac because we had purchased a townhouse with a loft, and Lovesacs would be easiest to get up there as the stairs are a bit narrow. Usually, I'm the type to purchase from a sales person if I had already spoken to one and asked them questions, and since we knew lovesacs were the easiest option for the loft, we purchased a 5+5 set which came with 2 free accessories. Less than 2 weeks later, their Christmas sale, was free covers, so I called and asked for the price adjustment. On top of this, we purchased a 1+2 set which would allow us to do the 6+8 set-ups. Our house did not close on time so we ended up opening them when we moved in on January. This is when we realized the covers (corded graphite) was more of a dark brown than a dark gray. Our place is modern with white and gray so I really wanted gray, called my sales person to ask for different covers (as there is a 60 day trial), and she said it would be taken care of. That week, I kept calling and asking about it and I was told it had been ordered. I felt like I was babysitting just to make sure my order was placed. 2 Weeks to a month later, I called and got the manager, only to find out, the order for our new covers was not placed. I was so upset!! As I called so many times within the week, and my sales person continuously said it had been ordered and would be coming. At this time the manager was trying to appease the situation, placed me on hold, and without me even asking, offered me a refund at an estimate of about 30% of the total price. I was amazed and was telling my husband it pays to buy expensive furniture cos they know how to go above and beyond. She then said she would order the replacement covers. I even received emails from the manager that I will be refunded. 2 weeks later, still no refund. She said it will take awhile longer. Almost a month later, I called asking the status of my covers and the refund. This was when she told me the covers were on its way, but she cannot honor the refund as she had made a mistake. This certainly was the last straw for me! As we had conversations and I received emails! I did not ask for it, but she offered so I was pleased and waiting-only to WAIT for ME to call to tell me she could not honor it! By this point, still no covers, I had told my husband to return all 6+8 or speak with corporate. It took more than a day for the manager to give us the district managers contact information. I finally got to speak with Patty, the district manager, and she apologized, got to the bottom of things, and gave me my options. No refund as the Montgomery mall manager had made a mistake, but this time, we were given the customer service I expected from spending thousands of dollars on a sactional. Unfortunately, the two toned covers that supposedly was already coming...suddenly got discontinued due to quality, we were told by lovesac marketing email. We had to go to one of the Lovesac stores to pick a different cover. (Mind you, this was already months later. It's a good thing we had the original covers to use). & at this point, I didn't want to go to Montgomery mall anymore. I even referred my friend to Columbia mall as they had good reviews. Patty helped me thru the process this time, made sure about the piping, and offered about a 10% refund of the total cost. I ordered cornflower velvet covers, and after a month or so, (by this time, I wasn't counting anymore as it had been too long!), it finally arrived! Hubby didn't feel like switching the covers yet, so I asked Patty if instead of the $ she offered, I'd keep the covers instead. She agreed, and she even went to the point to change 2 damaged cup holders! (The first was damaged, they sent a new one, and it was still damaged) & when I told her about it, she made sure I received a good cup holder! It took me awhile to write this review as it had been so long ago since the first transaction and its in my nature to be detailed. (Although I didn't bother to look into dates anymore!). Nov-June & finally done! I hope that when we finally put the new covers on, that it fits just as great as the brown graphite corded ones! Hopefully Lovesac Montgomery mall does not make the same mistakes with other customers because it is a good product, and the customer service should match the price. I am thankful for Patty's service recovery! read more
