On Saturday 1/20 my husband and I made the 2 hour drive to the nearest LoveSac store to our home. We spoke to Casey the store manager at the Sarasota location who was very nice, took time to show us various fabrics, how the “sactional” can be rearranged, explain warranties, filling, and answer all the questions we had.
She did also advise there was a sale and it was only good through the following day. The next day my husband and I made the decision to move forward with our purchase and Casey got things underway. Within minutes of our phone call I received the emailed receipt from Casey, she confirmed we would have our order within 7-10 days (we understood that was business days), and I would be receiving tracking information in a day or two. That is where the positive experience ends.
Thursday 1/25 came and I still did not have any tracking information so I sent an email to their customer service address, but figured on my lunch break if I called there is one less email for them to respond to. I called their customer service number (18886361223), and despite calling 4 times none of my calls were answered. I figured okay try the live chat option- where I sat in the queue for over 5 minutes until receiving the message all reps were busy and it kicked me out of the queue. So I called the Sarasota store back and Carolanne answered.
Carolanne was also nice, took the time to look into the order and advised that the drink holder arm pieces were now on back order for 2-4 weeks, bummer, but no biggie. She said for some reason it appeared the order was being held until the holders were available, but she would remove the hold so we would receive the inserts, covers, and tables within the original 7-10 business day window. So overall, it was discouraging that over the last 4 days no one ever contacted us to see if we wanted the rest of the set held to wait for the cup holders, but Carolanne had fixed this and I was satisfied with the outcome. Moving to this evening, Carolanne called me back to advise that now the covers we ordered were backordered and we would not be receiving them for another 2 weeks.
This is where the issue lies. So now I was advised that she could go ahead and release the inserts and we could expect those within the original time frame (Friday 2/2 is the 10-day mark) and since there are no covers being sent for at least another week we need to keep them in the box. I did advise Carolanne that we would prefer to receive the inserts and covers together. Now we will wait because Carolanne advised the manager is on vacation and will return in a few days and “hopefully” she will be able to assist us.
In the meantime, we will have no living room furniture for a full week (not just business days) or more. Original time frame: • Blocks, inserts, covers, drink holder arms, and tables by 2/2 Our new time frame is: • Blocks and inserts by 2/2 • Covers by 2/9 • Drink holder arms and tables by 2/16 In short- their furniture is cool, but it is NOT cheap. Their online customer service is NONEXISTENT if you contact them via 1-888, online chat, or email.
Their in store customer service was great when it came to making a sale.. Their in store customer service when it comes to following up on orders to ensure the commitments they made at the time of sale are upheld is POOR.
Review about: Lovesac Shipping Service.
Reason of review: Not delivering as promised; customer service lacking.
Preferred solution: Price reduction.
I didn't like: Everything since the purchase.