Lovesac

Reviews

• JL

  Joseph Laquier

  Dec 30, 2025
  5.0
  Alan is coo
• MG

  Melanie Guralnick

  Dec 18, 2025
  3.0
  REVIEW UPDATE: I am upgrading my review from 2 stars to 3 stars because Lovesac did come through with their promises. They provided us the missing cushion and refunded us for the one we purchased, they posted my review to their website, they fixed the wifi problem at the El Paseo store in Palm Desert and they refunded us 10% of our total order (without me asking for it). I feel that Lovesac is endeavoring to do better and would consider purchasing more products in the future as the furniture is of good quality now that the hassle of assembly is behind us. PREVIOUS REVIEW: ​We visited the new Lovesac showroom on El Paseo in Palm Desert on 11/26/25 to shop for new living room furniture. We decided to purchase 2 sofas, 3 chairs and some covers for $10,000. Their payment machine wasn't working as they claimed their internet was spotty, so they emailed me a link to pay for it when we got home. I tried to pay for the furniture several times but the link was not working. So I drive back to Lovesac the following day and their machine declined my card, which made the arrogant sales clerk named Alan say to me that we must not have the funds to pay for it on our debit card. Such shade. I'm wearing earrings worth 5 times that...just saying. I drive to my bank and the clerk looks into the debit card problem, and it turns out that my bank had not honored the transaction because of the multiple attempts I made to pay Lovesac through their emailed link flagged my account as potential fraud by Lovesac. I was able to have that lifted, drove back and after multiple attempts with the spotty internet, was able to finally make my purchase. Half a day gone for me. The furniture was delivered on 12/3/25 in about 20 cardboard boxes. We hired a handyman to put them together, and after looking at some of the pieces, he declined the project because it was too difficult. We had to call another handyman service which resulted in 8 hours of labor for $500; the Lovesac folks like to say their furniture is easy to assemble but that is straight up BS. I don't really care about the $500, but we had an empty living room for 4 days while we got someone here to put them together which was an inconvenience we hadn't planned on. After the furniture was finally in place and the mountain of boxes disposed of, we see that one of the sofa cushions is the wrong size, and we are missing 2 of the pneumatic devices for the sofa. We called the store and were told that we had to go through their 800 customer service line to have the problem corrected. An hour later, we were told that we had to go through the store to have the problem taken care of. So we drive to the store and at 4:10 PM the door is locked and no one is answering the phone, even though they close at 6 PM. I even texted their staff and got no reply. We called the next day and then the next day with no answer at the store - seriously! On the third day Juan answered the phone, and he assured us he would be at the store that day. We printed out the text from the Lovesac website that says that customers with delivery problems were to take it up with THE STORE, and we rushed over to the store on El Paseo hoping that Juan would actually still be there. Juan was there but in disbelief that the store had any responsibility; he eventually agreed to get us the correct size cushion and missing accessories which he would order on 12/5/25. We called the store at 11:30 AM on 12/5 to make sure that the order had been placed but again...no one answers the phone! We called again later that afternoon, then again over the next 2 following days and literally they never answered during business hours. Lovesac is by far the worst customer service experience we've ever had and I am amazed at how an actual brick and mortar store is closed up tight during business hours and doesn't answer their phone. Lovesac does not value your time and they will give you the worst run around of your life. This would have been a 1 star review but giving it 2 stars because the actual product is decent.

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