I placed my Lovesac order on May 25, 2026, and spent over $3,800. Today is June 7, 2026, and what should have been an exciting purchase has turned into one of the most frustrating customer service experiences I've ever had.
My order arrived with defective parts and missing items. The front cross bars for one of my PillowSac chairs were manufactured incorrectly. The threaded insert required to assemble the chair is missing, and the top and bottom pieces do not line up properly. Because of these defects, the chair cannot be assembled correctly.
To make matters worse, one of the largest and most expensive items from my order -- my "The Big One" cover in Midnight Mink Phur -- is still missing. As of today, there is still no tracking information available, and the item remains stuck in "processing" with no meaningful updates from Lovesac.
Customer service has been extremely disappointing. I reported the defective parts and was told replacements would be sent, but I am still expected to wait approximately two more weeks to receive them. At no point did I feel there was any urgency, concern, or effort to make things right for a customer who spent thousands of dollars. There was no expedited shipping, no proactive communication, and no real ownership of the problem.
What makes the situation even more frustrating is that Lovesac scheduled the pickup of my defective parts on the exact same day the replacement parts are supposedly arriving. I was instructed to use the new packaging to return the defective pieces. How exactly is that supposed to work if the pickup and delivery are scheduled for the same day? It feels like nobody actually thought through the logistics before scheduling it.
I was also interested in purchasing two Room for Two blankets when I placed my order. However, I was specifically advised not to modify or add anything to the order because doing so could delay shipping and prevent me from receiving my furniture on time. Looking back, that advice is incredibly frustrating considering my order has already been delayed, arrived defective, and is still incomplete nearly two weeks later.
Another disappointment was discovering after my purchase that Lovesac offers a healthcare worker discount. As a healthcare worker, I asked whether the discount could be applied, but I was told it could not because my order had already been placed. Considering the amount of money spent and the issues with the order, the complete lack of flexibility was disappointing.
At this point, I honestly would have considered returning the entire order. The only reason I haven't is because major pieces of the order are still missing, and I can only imagine how difficult that process would become given everything else I've experienced so far.
For a company that markets itself as a premium furniture brand, the quality control, shipping coordination, communication, and customer service have been shockingly poor. Spending over $3,800 should not result in defective parts, missing products, weeks of waiting, confusing return logistics, and the customer having to repeatedly follow up for answers.
All in all, I would not order from Lovesac again, and I would never recommend them to friends, family, or coworkers. The products may be comfortable, but the customer experience has been an absolute headache from start to finish. read more
