Lovesac

Reviews

• FC

  Faith Connor

  Dec 23, 2025
  1.0
  Purchased a sofa and went through a bunch of planning with the showroom team to make sure our boxes would not arrive while we were on vacation (we didn't want to miss a sale but had travel planned, they assured us they would hold the ticket until a certain date and release it so it was timed that our order wouldn't possibly arrive until we were back). The first day of our vacation, my husband happened to catch an email alerting us our boxes had been delivered - thousands of dollars worth of product, left in the lobby of our building, with no signature required. WILD! We have a lot of issues with package theft in our building, which is why we went through the planning steps. We called the showroom, the staff were polite but basically not helpful -- they could not tell us what went wrong, nor assure us that, if the product was stolen, it would be replaced. They said they would call FedEx to ask if they could come back to collect the boxes and call us back ASAP. 5 hours later, no call. Thankfully, a friend who had spare keys was able to leave work (huge inconvenience but we're talking $$ for the couch) to collect the boxes. I called and asked what the company could offer as a consolation for the huge stress and inconvenience...they said they would ask the manager and call me back the next day at noon. Two days later, we've received no call...I call back and they say they were approved to send us free coasters for our trouble. Being generous with the math, the retail value of the coasters is about 1.5% of what we paid for the couch. If this company can offer a 40% discount at Black Friday, why can't they afford a 5% refund for a HUGE inconvenience, at no fault of our own, that they had no problem letting us worry would cost us thousands of dollars if we hadn't scrambled to remedy it? Overall, feeling that the furniture (admittedly very nice) is NOT worth the price, now that we've had this abysmal customer service experience. Would definitely direct friends to a competitor like Cozey (half the price, felt like similar comfort level in the store test sit) or Joybird (a little less pricey, well-made, and we got better customer service at their store without even purchasing anything). I almost never post reviews, and certainly hesitate to post negative reviews because anyone can have a bad day...but this whole experience -- which was disappointing over the course of 4 contact points (including the follow-up survey from the company, in which I voiced these complaints and hear nothing in response) over multiple days -- I wanted to warn people before they spend thousands.
• AH

  Andy Harper

  Dec 18, 2025
  5.0
  **TDLR version** Desi is awesome. A conversation about my comfort needs drove me to a completely different product as a result of her expertise. I bought 2 items. The store is the way to go. Go see her now. **Long Version** Excellent experience. I had such a great prior experience a few years ago when I purchased online - this time around, I decided to experience the store - so glad I did. It took things to another level. I spoke with Desi two months prior to when I made the actual purchase - she remembered details from our chat. That initial one on one drove me to a completely different product which I am extremely happy with. So happy that I purchased two. Thanks to Desi for her fantastic customer skills, follow up assistance etc. She is a great store manager and I recommend a visit to this location. Just start a conversation about your comfort needs…
• LG

  lorna gottesman

  Sep 14, 2025
  1.0
  Do not buy here if you have steps going into your building. I bought a Snugg couch. I thought I would need help to put it together, but staff told me I could get the boxes it into my apartment alone. The staff said fed ex would deliver the boxes to my building and I would be able to carry the boxes into my apartment. Not true. Fed ex delivered a pallet to the sidewalk in front of my apartment building and I had to beg the delivery guy to wait while I carried the lighter boxes into my apartment. The heaviest box, had the frame for the sofa, well over a 100 pounds. I had to leave that on the sidewalk while I found help to move it. Before I spent almost 2500 on the sofa I asked the staff the max weight of one of the boxes, and they thought the heaviest wouldn’t be more than 75 pounds. I wish I could return it but I don’t know how to get it out of my house.

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