Lovesac

I love my couch!!! It’s so comfy that I keep accidentally falling asleep on it. It’s so easy to move too! The design process was a snap.

Thank you Jonathan for the incredible service… Despite the little trouble with delivery I appreciate the communication and for ultimately fixing the problem. Hope to be back soon to get those sectionals ! Thank you again :)

Mixed feelings about Lovesac. My boyfriend and I discovered this neat little boutique store while in Sacramento visiting my family. The sales person was warm and informative, and we loved the concept of the modular, ever-​changeable configurations and covers. Obviously, we wouldn’t be able to buy 400+ miles from home, but decided to check it out when we returned to LA. We were ready to buy sooner than we thought due to one of the recliners on our old couch broke. Thus, our journey began.
We had a great experience in the store when ordering our new couch (of course, they were also making a $ 3k sale). It was all downhill from there.
We received our new couch way sooner than the 14-​day quoted delivery time. But, for one, didn’t receive the email saying «your order has shipped» until AFTER the couch was actually delivered. 3 hours later, to be exact. So, I’m at work and I find out that I have had 12 large boxes/​$ 3k worth of product sitting outside my door. It might have been nice to know in advance that it was on its way… had I been able to track it, I might have at least planned to run home upon delivery to drag the boxes inside.
Well, that night I did get them inside. Only to find that we had been sent the wrong covers. Here commenced an epic ordeal, and multiple attempts to coordinate with Lovesac’s corporate HQ and the store trying desperately to obtain the covers we ordered. At first, nobody seemed to be doing anything to help, and each day we didn’t have the correct covers was another day that the dining room was unusable, since it was full of boxes. So, my boyfriend and I started calling the store every day. After numerous phone calls, a live chat with the corporate office and a strongly worded email to the regional manager, my covers finally shipped. And, again, I got the «your order has shipped» email the same day that the covers arrived.
Everyone we dealt with was of course apologetic, and we ended up getting a discount on our purchase price and various free items for the trouble. However, when we arrived to pick up our replacement covers, the sales person we purchased from, who was originally warm and outgoing, was standoffish and seemed to be trying to shoo us out asap. Fine, whatever. I just want what I paid for. That night we were so excited to get home from work that night to set up the couch and watch a movie. This couch is NOT easy to assemble — nothing like the in-​store demonstration. Great that you can move the pieces around, but not exactly easy to do. Don’t get me wrong, we do love the couch and are happy with the purchase. We mostly really hope that we don’t have to deal with any Lovesac employees for a very long time!
The last troubling incident was finding in VERY FINE PRINT on one of the tags, that the 3-​year warranty promised in-​store is only valid if you REGISTER each piece online. Otherwise, only a 90-​day warranty applies. Really? Of course nobody had been forthcoming with this information during the time we spent making our purchase. When I logged in to the website to complete the registration, of course this isn’t an option listed anywhere on the site. Learned via live chat with a rep that this is outdated info, and that the registration process is now competed automatically in the store upon purchase.
Overall, I like the product and think it’s a great concept However, this company has some serious work to do in terms of order fulfillment and customer service procedure.

My husband and I came a long way to this location since we do not have one around our area. He spoke to Taylor over the phone prior to arrival to ensure out request could be accommodated.
When we arrived, we were warmly greeted by two other staff members and Taylor. We have a 5 series sactional and wanted to get some new clothes for the cushion and seats. The original fur my husband wanted was not made for the 5 series so Taylor suggested other options we would go for.
I found a particular pattern online and wanted to see it in a different color in the store. She told me there was not the color I requested in the store but I could see what it looks like in the other color. My husband and I loved the design and special ordered it in the brown color.
We were set to go and just awaiting the covers to arrive.
After two three weeks, they arrived but in the wrong color. I called Taylor regarding the delivery and she was able to clear it up (system coding issue). They provided a return shipping label and once the warehouse receives the return product, she is to place a new order for the correct ones. Unfortunately, I will not receive the product in time for our Christmas party but I truly hope it will come in before out trip in January.

It’s a cool concept, but this store is completely mismanaged. There are a bunch of unprofessional armatures working there. I went in on a Thursday and explained exactly what I wanted to one of the sales associates, a young girl who was slightly rude and behaved as though this was a high end store on Robertson and not a mall store near the French fries stand. Anyway she was very short with me as I tried to understand how all these sectionals worked. She quoted me $ 1200. I said «$ 1200 for a 4 piece chaise? Are you sure? That’s so reasonable!» She said proudly «I know it is». I double checked again about the price and at this point she was getting annoyed with me. I had her write the price on the brochure. Flash forward to Saturday. I dragged my husband and two little kids across town from Beverly Hills to the valley to see the chaise before I purchased it. The girl wasn’t there. Two other sales people. And this is where it begins. The man started giving me different measurements than the original girl. When I told him that the measurements were different and now it won’t fit in our room «are you sure these are correct measurements?» I said. He got very indignant. I double checked with another sales person and she disagreed with him and gave me a DIFFERENT set of measurements. Very confusing. I finally lost my patience and asked for a tape measure so I could measure it to be sure. They said they lost their tape measure. A furniture store without a tape measure? Then they got super annoyed having to explain how to set up the sectionals once again to my husband. Their explanation was so confusing and unclear. They both contradicted each other. We both attended Ivy League universities and we could not understand anything they were saying. If you’re going to work at a store that sells very unique furniture that needs to be moved around and set up in different configurations, have a very simple and clear way of explaining. SO after spending about 40 mins with them, I finally was ready to buy and confirmed the price from Thursday. They wanted to look it up on the computer. How do they not know the price in their heads? They spent 10 mins looking it up and then said «I don’t think the sales assoc from Thursday gave you the right price. It’s slightly higher. It’s $ 3200 not 1200». Slightly higher??? They call 2000 more slightly higher? I asked how could it be that a sales person Made such a huge error with the price and they just looked sheepishly at me. I told them I dragged my family all the way there on their day off and they completely wasted our time (and not just 10 mins, but almost an hour with their disorganization). They just said «we’re sorry». No attempt to honor the quote or anything. Either this is the MOST disorganized business I have ever encountered or they pulled a bate and switch and I was completely tricked. I don’t know which is worse.

Love sac I is cool place. Nice people and Manager is really nice And lots of Comfy stuff

First off lovesac is awesome. I literally furnished my living room with sactionals and sacs. Everyone at this store was extremely helpful and awesome. I got the chocolate rhino plush sactional which is really comfy on its own. But I got the camel phur supersac with all the accessories of course. Then the gold citysac to tie it all together, with all the accessories too.
Thanks,
Lovesac
For everything

We had our lovesac Sactional delivered yesterday. Personally, I would suggest doing the Delivery option. There is a charge for it, but worth it. They will bring it right to your door, remove all pieces from the boxes, and drop your pieces where you plan on setting up your sactional. Upon seeing all of the boxes and how the delivery men tore it all down, I would definitely recommend it. If we had tried to take it home with us ourselves we would have had to probably make 4 – 5 trips, just to get it all home (in a midsize car).
I would also recommend the white glove service (this is an additional charge) setup. (Lovesac will send someone out to help set up your sactional for you.) In retrospect, I would have done this. And here’s why. It took my husband and myself nearly 4 hours to put our 4 bases and 6 sides together. (3 hours to unpack everything, put covers on, lay it out, and insert bases and sides into their shoes. And close to 1 hour to figure out the clamps. OH… the CLAMPS. I’ll get to that later.
The instructions are very specific, which we followed exactly. I must have read and re-​read them over and over.
Here are some items to note:
–This is NOT a one person job. I am a fairly strong woman, but there is NO WAY I could have put this thing together without the help of my husband. Especially the CLAMPS part.
–Really shake the pillows and seat cushions as much as you humanly can before putting on the covers.
–4 of the bottom pegs for our bases were stripped. The instructions tell you to screw the foot pegs into the bases until they are very tight — the tighter the better. However, since 4 of the bottom pegs were stripped, we were unable to tighten 4 of them all the way.
–1 of the side pegs was stripped.
–Some of the Side covers went on WAY easier than others — especially in terms of lining up the Velcro.
–Some of the stitching on the side covers did not have straight stitching. Maybe it’s unrealistic of me to think that the stitching should be straight, but for the amount of money we paid, I kind of expected everything to essentially be perfect.
The CLAMPS. I read numerous reviews about sactionals and the clamps prior to buying. Unfortunately I thought, «how hard can it be?» The clamps almost took us out. We fought with them for close to an hour… maybe more. We were finally able to get the sides clamped to the bases, but could NOT get the bases clamped to the bases. AT ALL. The instructions give you hints about clamping the bases to bases, but there needs to be more detail — WAY more detail — or a link to a website to watch someone clamp base to base. We just left the bases unclamped. Had it not been 1am, I might have tried to use a hammer to get the clamps into the bases, but didn’t want to disturb our neighbors below. The amount of force that was required to clamp sides to bases though was CONSIDERABLE. Seriously… DO NOT UNDERESTIMATE the force needed to use the clamps. Note: The hole in the side to put your hand through is small — which makes it hard to get your hand through to get leverage to clamp it. When inserting a clamp to the side and base, the fabric gets in the way, and the unforgiving tightness of the clamp almost makes it impossible. I HOPE the clamps get better over time. But… man…forget the base to base clamps. No way. My husband ending up putting on a pair of gloves to help save his hands when clamping the sides to the bases. Also — the strap for the clamps broke the very first time we tried to pull a clamp out. The straps should definitely be stronger and better made. I now have NO idea how we’re going to get the clamp out now… without the strap.
In the end — the sactional does look good. I am KIND of glad we put it together ourselves, and kind of NOT glad. I would’ve paid for the extra service of having a lovesac employee come out and help us set it up though. ESPECIALLY because of the clamps. If you put yours together on your own, be prepared to spend a good length of time to get it just right — especially if you follow the instructions like we did. And… prepare yourself for the clamps.
A day later I live-​chatted with Lovesac and was told that you cannot clamp base to base. They informed me that there was an error in the instruction manual and you can’t actually clamp the bases together. THAT would have been really nice to know before we tried it over and over. The Live Chat person said they were working on having new instructions made to make it more clear. As a fairly large company I would expect to have received a slip of copied paper that said something like — «By the way… the instructions for clamping the bases is incorrect. You do not need to clamp base to base». Or someone at the store saying, «By the way… you don’t need to clamp base to base.» Something. Anything. Just to make it clear.

Love my Lovesac literally melt each time I jump in it, the hardest part is getting out ;)