LovesacReviews of lovesac.com

This is the worst experience that my wife and I have had purchasing any product. During the purchase my wife was told that someone would be contacting her for a delivery date. Well my wife gets a call from our security gate at our 2nd home that the Lovesac’s 3rd party delivery service is there to deliver the couch 2days after the purchase but no one had called my wife to setup a delivery date/time, our main home is several hours away and this 3rd party just showed up and we were never notified about a scheduled delivery. So my wife spoke with the store employee to get the delivery date scheduled. So the we drive out to our 2nd home on the rescheduled date and no delivery no notification.. We make several trips to the store to ascertain where our couch is that the store employees have no idea of where our purchase is. We call Lovesac customer server which is pretty poor and they have no tracking number or specific information on our purchase.. We try again to contact Lovesac and now their phones are down. We visit the store again and the Employee calls someone at Lovesac HQ and the Store employee states that person she was speaking will return the employees call. Then the Store employees thru further conversation with store employee we hear that the Store Employee isn’t sure if the Person she was speaking with is going to call us or the store employee. This is not Customer Service this is Customer Agitation. We wasted another day expecting a call from someone within the Lovesac Ecosystem and did not hear from anyone period . Just left hung out to dry. I would advise anyone that thinks about buying from Lovesac to seek an alternative purchase solution especially after reading review on how Lovesac products seem to fail leaving purchaser will shoddy products that either don’t work/fit as advertised or fails after purchase. We will be seeking an alternative solution to our non received purchase if our issue is not resolved immediately. BUYER Beware that Lovesac Customer Service is shoddy at best.

Lovesac’s handling of this order has been completely unreasonable. I accidentally ordered the wrong custom cover and reached out just 3 days later to correct it—well before production had started and while the item was still about 10 weeks out. Despite this, they refused to make any changes, hiding behind a “final sale” policy even though nothing had been made yet. Now the order is still stuck in “processing” with no tracking, meaning it hasn’t shipped. Yet I’m being told I must “return” it to get a refund—despite never receiving anything. That’s not a policy, it’s an impossible condition. A one-time exception was eventually approved, but it hasn’t actually been honored. Attempts to escalate went nowhere and were met with repetitive, scripted responses instead of real help. For an item under $300, this level of rigidity and poor customer service is unacceptable. I’ve had to dispute the charge with my credit card company just to try to resolve this. Based on this experience, I would not trust Lovesac to handle issues fairly when something goes wrong—especially with custom orders. I was a longtime lovesac customer and loved their products. I will never again do business with them.

Adult owned sectional. The cushions have deteriorated and are deformed after 4 1/2 years. According to Customer Care the Lifetime Guarantee is 3 years. This is the Email reply I received Regrettably, we are unable to provide a warranty replacement, as your order falls outside of the coverage period. We apologize for any inconvenience this may cause and appreciate your understanding. For your reference, you can find our warranty details at the link below. Lovesac Warranties by Product. That a very short Lifetime. My wife and I were told by the store associates that they have a Lifetime Guarantee on everything except covers and the brochure that was handed to us says Seats and Sides are Guaranteed for life. (see picture) Looks like I will be taking trips to the LOVESAC stores with my Deformed Cushions every Saturday and Sunday until they own up to their Warranty. LOVESAC is not delivering what they are selling. .For the price they are asking You may want to rethink your options. Good Luck.

Edit: I finally got my Big One on April 15th. They apologized for the inconvenience (again) and sent me a Footsac Blanket. Once the sac was fully fluffed, I sat wrapped in the Footsac Blanket, and all was forgiven. I’m going back to all of my reviews and updating them. It was frustrating, but I wonder if I took it harder than I needed to, lol. I hope I didn’t treat anyone poorly. I love this thing so much, I’ve slept on it for the past four days. Good luck to everyone. I can’t give it 5 stars, though, because they didn’t manage expectations well. I could have taken the delay if I had been kept abreast of what was happening. Original post: I am writing regarding my Lovesac Big One order, placed on February 9, 2026. At the time, I was told the delay was due to the cover being backordered, and that the insert itself was in stock. After an extremely long wait of approximately 9 weeks, I have now received the cover — but I still have not received the insert. At this point, I am beyond frustrated. I have contacted customer service multiple times, and every single time I am given the same generic response: “You should hear something in 24–48 hours.” That has now happened repeatedly, with no meaningful follow-up, no clear explanation, and no actual resolution. This is not acceptable. I paid a significant amount of money for this order, and at this point it feels like I have paid for a product that your company has failed to deliver while continuing to delay and avoid giving me a straight answer. To make matters worse, I have also had an extremely difficult time trying to reach a supervisor or someone with actual authority to resolve this issue. I am requesting the following immediately: A clear and specific update on the status of my insert A firm shipping date — not another vague promise of follow-up Direct contact from a supervisor or manager who can resolve this issue If this order cannot be fulfilled immediately, I want to know what Lovesac intends to do to make this right Please understand that I have been more than patient. That patience is gone. And now I really feel like I’m being swindled.

We waited 4 months for our Supersac and then all we received was the cover without the insert so all I have now is a $700 glorified pillow cover and my children are really disappointed. I have no idea when we will receive the insert and the customer service is non-existent. I'm thinking of just demanding a refund and finding a different company.

I am sorry to be so negative, but I was very disappointed with the entire experience, from shopping to delivery to service and the product itself. A bad investment of $4,600! At least they take returns and I got my money back - and I bought a sofa elsewhere. I do not suggest buying from them. Buying: I was getting very confused at the store. She knew the product very well but raced through the explanation assuming I knew the product too. That said, she was SOOOO nice! Just a poor presenter. Delivery and Installation: Then there was the issue of putting it all together. I asked the store if you had a service to put it together. They said no, I should try Google or Task Rabbit. I was stunned that you don't offer a service. Please make sure you don't boast about customer service on your website! Then they delivered all of the boxes to my apartment building's lobby. The boxes were quite heavy. Despite being 68 and a runner, I had to find someone to get all of the heavy boxes to my place. The store provided no set up instructions. I was stunned to have been told the pictures on the outside of the boxes showed what to do. No! There were numerous parts but only like 4 renderings. I was blown away that i was not given or emailed installation instructions. While most pieces were not rocket science, the recliner was. I called the store to see if you had videos. They sent them to me. It took me about 4 hours to put together the 3 pieces. Product: Once done, it didn't look good. The covers were not a great fit...yes I had to put it together, but it's hard to get the covers perfectly on the pieces. Plus, the sofa simply was not comfortable. And I could not even lay down with my 13 pound mini-dachshund...not wide enough for both of us. And then there was the recliner...grrrrrr, clickkkk, grrrr...lound grinding noises as it slowly would open or close...and it was not sturdy. Returning: Thank goodness when I called they were nice when I said I wanted to return the product. Based on my experience and the other reviews I've seen, I'm guessing the were used to it as a decent number of people probably asked to return the product. She said they would ship boxes. I got that I had to put things in boxes. "How long will it take to get the boxes?" I was told up to 3 weeks. 3 weeks to ship boxes. Yikes! Making matters worse is that they only sent 8...and I needed 12. They should have known how many I needed!!!! And they noted they did not have a box for the tray. I had to go to a shipping store and buy 4 large boxes. Packing: So all these boxes. What to do next? How to pack? No instructions. I emailed and called the store as to no surprise...there were no instructions. So I started taking everything apart and boxing things. That evening and the next day I got an email with instructions from two different people. Too late as everything was packed. And the two emailed instructions were different. I replied that since it took so long to hear back, I did the best I could and everything was in a box. Thankfully I got a full refund. And went and bought a new sofa elsewhere.

The couches don’t fit together correctly. We attempted fixes found on Reddit, but they didn’t work. We requested a replacement piece which came… it was the WRONG piece. It also didn’t come with ANY of the parts or the cover. Their customer service and quality is atrocious and I regret this purchase in every way.

We got the initial order very quickly and were impressed. But when we started putting everything together we realized that that they had sent the wrong covers. It took more than two weeks to get the correct ones. So we had to assemble all the furniture and sit on it bare for over two weeks. Then we had to disassemble everything and put on the correct covers. We also had to deal with boxing up and returning the old covers. Now one of the recliners has stopped working. We let them know several days ago and they are yet to respond. All of this has happened in the first month of our purchase. We spent over $10,000.00 on this sectional and are very disappointed at this company’ s lack of responsiveness to these issues. We aren’t happy.