LoveSac Alternative Furniture

We are very sorry to hear of this [redacted] Please know that [redacted] wouldn't knowingly continue to send publications after receiving a request for removalWe identified and fixed the issue with our mail house since receiving your complaint The mail house encountered issues with the gathering of opt-out requests which caused the trouble for many of our clientsWe feel strongly that the issue has been rectifiedWe thank you for your time and again are very sorry for the inconvenience to youRegards

We have offered to replace the product for the customer and even going as far as offering a $gift card to appease her requestThe customer had insisted that we try to match one of our competitors pricing on something that we didn't even sell and insisted that be part of the replacement processWe denied her request based on the fact the two products were different but instead offered to send her a $gift code to use online at her convenienceThe customer made no mention this was causing her stress or any other issues aside from the regular frustration of having to deal with a product issueThe customer denied our offerThat's when we explicitly told her that we could only replace the product for her and could not accept a refund because she was well past the day return/exchange policyWe would offer no other resolution except for replacements of said product (back pillows, seat cushions and other products with an issue) Since then, we've been contacted by her lawyer who has contacted me on several occasionsThe lawyer was very confused with her clients "case" and called me for clarification I told the lawyer we will gladly replace the product for her and that we didn't understand the problem with [redacted] Her lawyer agreed with us and said she wasn't even sure on the basis of her claim but said her client was very vague in her conversationsIt appears that her legal counsel ultimately decided that it'd be best if she pursue the matter via the Revdex.com We are open to providing the customer with warranty replacements in any product of her choosingShe agreed to this back in July, I asked her what product she'd like to have sent and that's when her communication with us broke down We are sorry to hear about her situation and want to resolve this amicably Please advise

To Whom It May Concern, At 11:00am on Wednesday August 2nd one of our Customer Service Reps contacted [redacted] and had a lengthy conversation with her explaining the delay on her fabric and alerting her that her inserts to the couch would be released and the covers were delivered on Wednesday August 2nd at 3:24pm via tracking number [redacted] our Customer Service Rep also informed her that the pieces would be en route and Kimberly was very appreciative and understanding and ended the conversation on a high noteKind Regards,***

I order a City Sac in mid November I received the item the second week of December so no issues with the delivery timeThe moment I received my item it was hard lumpy and not form fitting as describedAfter following several demonstrations on how to make the item softer with no successI finally opened it to see what the company used for materialI found wall insulation cut into small piecesThats right wall insulation (I have photo's)I contact customer via chat because nobody answers the phone (NOT ONE TIME)I submitted my photos and complainant 12/23/After no contact from the company about my complaint, on 1/18/I received in the mail another City SacI again attempted to call the company but again..NO LIVE PERSON to pick the phoneI have not opened the new City Sac because these things are huge and I don't want giant filled wall insulation bags in my living roomI'm still attempting to contact customer support but this is the worst company I ever dealt withHorrible product!!

The vendor has contacted me with a plan for resolutionI believe they will follow through with what they have promised and have already begun receiving missing itemsPlease close out this complaint and I will reopen of it
becomes necessary
Thanks,
*** ***
***

The store has reached out to the customer and ordered the correct itemEverything has been settled

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: From the time I received them they were stained in fact the pictures have dates and I have e mails from the store telling them about the covers and all the dents that were on them and tears snags that the stuff was very bad I feel that they were extremely soft from the beginning not even my 30 pound son can sit up on it [redacted] along with the owner have been very disrespectful I called them every morning and they never answered my phone calls in fact he told me he would replace them with new ones according to my lawyer that I hired for her to talk to [redacted] rather then myself it seemed to get a little bit of his attention but then reverted quickly into giving me the run around and telling me one thing then another that when I contacted to the Revdex.com my lawyer suggested I do this before I take further action This has caused me a great deal of energy I think about it every day since they still send me mailers in the mail and e mails almost every day I asked them vie email to [redacted] and verbally to take me off but they still harass me with the email I clicked at the bottom of there page as well to unsubscribe but they dont stop coming its been months in fact when I asked [redacted] to have  the owner call me to fix my problem he said to me through a email he said he is seating right next me basically not helping the situation I worked a entire year night job to pay them off because I didn't  want my credit to be ruined I have never had to take this extreme measures before but I strongly agree that this product I got was not what they promised they said it had a lifetime warranty but havent got them right from the beginning I did a lot of research even talking over the phone for a week with a employee s before I made my purchase over the phone this company really consist of [redacted] and [redacted] but I am not going to stop till there is justice I have videos and pictures and have documented the entire thing it just dint seem right from when they were not responding to me they just wanted my money and its been extremely stressful to  deal with this on my own since they wont respond in a good manner at times [redacted] has yelled at me and even hung up he does not care that I paid them and that it took them 8 weeks to get it then because it was shipped from china according to a employee @ lovesac 
Sincerely, in fact [redacted] verbally told me he did have another person complain about how soft they were too and then did nothing for me this has been pushing me over the edge everyone that comes over says to me how soft and uncomfortable they are I have nothing good to say  really very poor quality I washed the covers once and the seems feel apart   so I would like at this point nothing more then my money back so I can replace them and have somewhere to sit  if I have ti keep going with this then I will add that on and for all the stress  and time that I have invested in this as well  as doctor visits 
Stephany Guadamuz

Service is the worst. They don't stand behind their product. Won't honor warranty. Buy elsewhere or used.

Hello, 
We have tried to work with [redacted] in regards to her claim. We've offered to replace the pieces in question as a courtesy to the customer. We've received photos from the customer and there was no evidence of mold or product defects. Instead, there appears to be wear and tear...

on the furniture pieces and a stain on the outdoor covers that seem to be from a denim material. Nothing on the level of severity she's claiming in her message. Again, we've offered to assist the customer with replacement pieces and have awaited her response as we're ready to move forward but have not heard from this customer in the past three weeks. This has lead us to believe that she's only interested in a refund which we are unable to provide to her as the product is not defective and this was reported to us well after the 30 day return policy. 
Thanks for your time. 
[redacted]

To Whom It May Concern,       At 11:00am on Wednesday August 2nd one of our Customer Service Reps contacted [redacted] and had a lengthy conversation with her explaining the delay on her fabric and alerting her that her inserts to the couch would be released...

and the covers were delivered on Wednesday August 2nd at 3:24pm via tracking number [redacted] [redacted] our Customer Service Rep also informed her that the pieces would be en route and Kimberly was very appreciative and understanding and ended the conversation on a high note. Kind Regards,[redacted]

We are very sorry to hear of this [redacted]. Please know that [redacted] wouldn't knowingly continue to send publications after receiving a request for removal. We identified and fixed the issue with our mail house since receiving your complaint The mail house encountered issues with the gathering of...

opt-out requests which caused the trouble for many of our clients. We feel strongly that the issue has been rectified. We thank you for your time and again are very sorry for the inconvenience to you. Regards.

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. All merchandise has been returned to the retailer in person and via mail. No refund has yet been received or initiated.
Sincerely,
[redacted]

We have refunded the first purchase made on 11/9/16 for $1152.94 and attached the receipt.

Hi There,      I have responded to this complaint last week and the customer is returning the product with the store and will be receiving a full refund upon arrival of the product back to us. Kind Regards,[redacted]

We have offered to replace the product for the customer and even going as far as offering a $500 gift card to appease her request. The customer had insisted that we try to match one of our competitors pricing on something that we didn't even sell and insisted that be part of the replacement process. We denied her request based on the fact the two products were different but instead offered to send her a $500 gift code to use online at her convenience. The customer made no mention this was causing her stress or any other issues aside from the regular frustration of having to deal with a product issue. The customer denied our offer. That's when we explicitly told her that we could only replace the product for her and could not accept a refund because she was well past the 30 day return/exchange policy. We would offer no other resolution except for replacements of said product (back pillows, seat cushions and other products with an issue). 
Since then, we've been contacted by her lawyer who has contacted me on several occasions. The lawyer was very confused with her clients "case" and called me for clarification.  I told the lawyer we will gladly replace the product for her and that we didn't understand the problem with [redacted]. Her lawyer agreed with us and said she wasn't even sure on the basis of her claim but said her client was very vague in her conversations. It appears that her legal counsel ultimately decided that it'd be best if she pursue the matter via the Revdex.com. 
We are open to providing the customer with warranty replacements in any product of her choosing. She agreed to this back in July, I asked her what product she'd like to have sent and that's when her communication with us broke down. 
 
We are sorry to hear about her situation and want to resolve this amicably. 
 
Please advise.

Review: I purchased a 3,000 sactional from this company that came stained, green mold,(from shipping)over seas in china is where they came from , I was told too soft to: the point I was bottoming out hitting the hard surface. I think about this every day call them and they dont answer me back and give me the run around my son has had health issues from breathing this mold in his lungs and I had head aches for 2 weeks untill I figured what it was awful. This company is ran by basically two indivials that have no desire to resolve this [redacted].The covers came with tears that now have ripped the wicker was damaged and the have a lifetime warrenty when I bought them and the material has been too soft for a baby that weighs 30 pounds.Cheap.Desired Settlement: I would like my money back @ the least the full 3,000.

Business

Response:

Hello,

We have tried to work with [redacted] in regards to her claim. We've offered to replace the pieces in question as a courtesy to the customer. We've received photos from the customer and there was no evidence of mold or product defects. Instead, there appears to be wear and tear on the furniture pieces and a stain on the outdoor covers that seem to be from a denim material. Nothing on the level of severity she's claiming in her message. Again, we've offered to assist the customer with replacement pieces and have awaited her response as we're ready to move forward but have not heard from this customer in the past three weeks. This has lead us to believe that she's only interested in a refund which we are unable to provide to her as the product is not defective and this was reported to us well after the 30 day return policy.

Review: We bought sofas from this place and indicated we wanted the floor model setup just to find out 8 weeks later when they delivered it that we received a complete different setup.

This company is way too expensive to have such a bad even the worst customer service and not able to help us with our issue.

They wanted an extra $2500.00 for TWO yes TWO pieces in order to get what we originally wanted. ($2500 in additional to the $7500 that already spent!)

The employee that sold us the couches suddenly not working there anymore so we could not confront her.

Their return policy says that you can return within 30 days but they said we could only get partial refund and they will keep $2500!!Desired Settlement: I would like to get a FULL refund or have the 4 missing pieces we were suppose to get delivered.

Review: [redacted]Dear Lovesac Corp:Re: reference order #'s [redacted] and [redacted]On 12/2/13, I Placed the two orders listed above. [redacted] was the associate with whom we spoke. Unfortunately, your service has not performed well. The service was inadequate because we have had numerous issues occur. I am disappointed because the service was not performed correctly and we were billed the wrong amount and have received sub-par customer service.(1)issue. Per conversation with associate listed above we were to receive (4) cup holder's for our sactional gratis. When received our invoice it was shown we were actually charged for the cup holders. In short this was resolved by associate above, needless to say unwarranted. (2)issue. On order #[redacted] we placed an order for two blankets. One I had to inquire about after xmas to find out what had happened. Explained back order and decided to wait. When we received blanket # 2 it was different in size and material.I quickly contacted [redacted] via live chat. During this conversation I was questioned multiple times "what the diffrence was". I decided at this time I no longer wanted to deal with Mrs. [redacted] or lovesac as a company. I was made to feel that my integrity was being questioned by Mrs. [redacted]. Instead of simply rectifying the situation.I simply asked Mrs. [redacted] to send labels for the sactional which is still unopened and a few items in the second order as well. She explained I needed to call on monday morning to discuss. Very frustrating and time consuming.On Monday 1/13/14 contact was made with Mrs. [redacted]. She explained the return needed an "approval" and asked her why we were returning the items. Mrs [redacted] already knew the answers to these questions. Upon buying sactional we were explained by Mrs. [redacted] there would be no issue to return. At this point we feel there is no sense of urgency displayed.I look forward to your reply and a resolution to my problem and will wait 2 weeks time before seeking help from a consumer protection agency or the Revdex.com. Please contact me at the above address or by phone at [redacted] or [redacted]Desired Settlement: To resolve the problem, I would appreciate your response with return labels for the complete sactional m lounger sofa which is unopened. Also a return label on order #[redacted] for two lovesac animal plush pillow's. Also (1) microleather throw blanket. Once received we would appreciate a timely refund.I look forward to your reply and a resolution to my problem and will wait 2 weeks time before seeking help from a consumer protection agency or the Revdex.com. Please contact me at t

Review: I purchased a floor model 5 series sofa at the [redacted], NJ location April 2013. When I made the purchase I was told the covers of the sofa are not covered because it is a floor model. I ask and I was told that the cushions are covered under the lifetime warranty and if anything every happens with them they are guaranteed for life and I could just bring them in and they will give me new cushions. Well I did this about 4 months ago because our sofa pillows and bottom cushions are horrible and flat, I was told because I bought a floor model they can't and won't do anything for me. I have my original receipt and nothing states that the warranty does not include a floor model. Now I have this highly uncomfortable sofa that cost more then a sofa from a regular furniture location and didn't even last as long as one. Are the floor models made from a different material then all the other sactionals?? I don't see why it wouldn't be covered?? I would have never purchased this sofa if I was told the cushions weren't covered. This is one of the main reasons I wanted to buy a lovesac sactional. I've emailed customer service and the only response was they will contact the store and someone will contact me. Well that hasn't happened. I emailed I wanted to speak with someone at the corporate office because my receipt does not state the lifetime warranty isn't on floor models. As a matter of a fact my receipt doesn't Even state I bought a floor model. This is horrible customer service and it upsets me that I've bought so many other products from this company who apparently doesn't stand by their product.Desired Settlement: I think I should be contacted and that my pillows and cushions should be exchanged to uphold the lifetime warranty lovesac says is on their sactional cushions. I also do not wish to deal with the store location any further because they were only interested in taking my money not helping a customer.