LovesacReviews of lovesac.com

I’ve had my couch since late 2023. I absolutely love it and just purchased my next set of covers. I will say that it does feel slightly overpriced and I haven’t had any issues yet that have warranted needing to contact customer service. But my local Lovesac store associates are always incredibly helpful!

While couch works for us (we bought this in July 2024 at the Corte Madera Store in CA) the Stealth System that I paid $2500 extra for is a complete waste of time and effort. The system goes in and out whenever it feels like it despite multiple calls to a technician. The system will not even work with 5.1 surround sound-as advertised (the dialogue comes from the surround speakers NOT the center speaker). It doesn't work with dolby atmos. I just decided to ditch the system and go back to my SONOS system to actually watch movies. The sound system is complete waste of time and effort (sounds good in the store) and the couch is adequate (although you won't be storing anything under the couch as it's a pain). When I bought the couch I had to go back and forth to store several times as they sent the wrong sized couch covers). The employees even gave me a couch tray as they felt sorry for me

I am extremely disappointed with my recent purchase from Lovesac. We received our Sactional on 2/03/2026, and the reclining seat stopped working on day one. For a product at this price point, that is completely unacceptable. When I contacted customer service, I was told the issue would be expedited. However, after following up two days later, I was informed that their internal approval process alone can take 3–5 days, and then it can take up to 14 additional days just to ship the replacement part. That is not what I consider “expedited.” On top of that, we specifically paid extra for the Lovesoft fill, but the cushions were not clearly labeled. After questioning it, we discovered we were actually sent the standard fill instead. Customer service acknowledged it was a mis-ship and asked me to send a photo, which I did immediately. After three days of hearing nothing, I followed up again and was then told they needed pictures of all four cushions. No one proactively reached out to me — every update has required me to chase them down. At this point, I am still waiting for shipping confirmation to receive the product I paid for but never received. Between a recliner failing on day one and receiving the wrong fill, this has been a frustrating and exhausting experience. For a premium brand that markets itself as high-quality and customer-focused, this has been anything but. I expected far better quality control and customer service from Lovesac.

I spent over $10,000 at the LoveSac store in Tyler, and what should have been an exciting purchase turned into one of the most frustrating retail experiences I’ve ever had. I originally ordered my sofa through the manager at the time, Josh. Shortly after, he left, and the new manager, Tasha, took over. From that point on, communication and follow-through completely broke down. One back pillow was on backorder and was holding up shipment of the entire sofa. I was told a ticket would be created to ship the available pieces. It was never created. I provided my delivery address to the store FOUR separate times. When I finally called corporate to check the status, I learned no ticket had been submitted and they still had a PO Box listed for delivery. Even after repeated confirmations of my correct address — five total times between the store and corporate — the delay continued. It took over a month to finally receive my sofa. When I called to formally address the situation, Tasha was argumentative and blamed me for the delay, claiming I had not provided the correct address. That was simply not true. Unfortunately, the issues did not end there. I decided to exchange four angled backs for standard backs. I was required to pay $1,000 out of pocket for the replacements and was told I would receive a refund once the originals were returned. I complied. I was told return labels would be sent by Wednesday. They were not. I had to follow up to receive them. When they arrived, they were QR codes, and I was instructed to place two per box. I followed those directions exactly and scheduled FedEx pickup. Three days later, FedEx returned the boxes, stating the labels were invalid. When I called the store again, I even offered to provide FedEx’s contact information so the issue could be resolved quickly. I was told there was “no point” in the store calling, that she had “done her job,” and that the rest was now on me to handle. The labels were issued by the store. I followed their instructions. Refusing to assist with a shipping issue tied directly to their own transaction — after a $10,000 purchase — shows a complete lack of ownership and customer care. I am now left with parts I cannot use, money tied up in exchanges, and a manager unwilling to resolve problems that originated within the store. This experience was marked by delays, poor communication, lack of accountability, and dismissive customer service. I would strongly recommend shopping at another LoveSac location or another retailer entirely. Save yourself the stress.

Customer service stopped responding to me after I complained that the pillow sac was advertised to be 6'3 long but once inside the cover shrinks to 5 foot 5. They simply said to take out some of the foam and that there was nothing wrong with my custom cut cover. Not happy for spending $950 here and feeling neglected shame on you lovesac.

Purchasing a LoveSac Sactional was the worst purchase I have ever made. It is massively overpriced and designed in a way that creates long term usability and sanitation problems. The couch arrives in an excessive number of boxes with every piece shipped separately. Assembly took an entire day. LoveSac advertises a 60 day return policy but once the Sactional is assembled it is unrealistic to take it apart and repackage it. The design makes returns impractical. In the store customers are sold on comfort and customizability. The comfort lasts about a month before the cushions compress sag and shift. The customizability means every piece must be built by the customer which turns into hours of labor. The Sactional relies almost entirely on Velcro to hold covers and cushions in place. Over time the Velcro and fabric fray and lose grip. The covers never align properly and the couch constantly looks messy and poorly fitted. The most serious issue is that bed bugs were able to infest the internal structure of the couch. While the bugs did not come from LoveSac the design of the Sactional includes deep seams layers and internal crevices that create hiding places that cannot be treated even by professionals. After three professional pest treatments the infestation persists. The couch is now unsanitary and unusable. LoveSac only offered to replace covers which does not address the infestation inside the couch. I am likely going to have to throw away a couch that I still owe money on and purchase another one from a different company. This product was marketed as premium and customizable but in reality it is poorly designed difficult to maintain and a financial loss. I am requesting relief due to a defective design that has rendered the product unusable.

This company used to be top notch. 12/20 we ordered 3 footsacs. As of 1/10/26 we have not received them, they have not shipped them, they have not replied to any inquiry. They are unreachable. I do not know what happened to this company but Buyer Beware! They are not reputable or reliable anymore.

I’m writing this after finally receiving and completing my sectional — and to be clear, the build quality is excellent. I’m genuinely happy with the finished product. Unfortunately, the experience getting there was far worse than it should have been for a brand positioned (and priced) as premium. I originally placed my order around Labor Day 2025. Some pieces arrived about six weeks later (quick-ship fabrics), which was reasonable. However, the order wasn’t fully completed until December 8th. What should have been a straightforward fulfillment turned into months of piecemeal deliveries, uncertainty, and repeated follow-ups on my end. The biggest issues weren’t manufacturing — they were logistics and communication: * Missed or shifting delivery expectations * Long gaps with no proactive updates * Having to repeatedly contact support to get basic status information * No clear ownership of the issue from start to finish Customer service was polite, but ineffective. Each interaction felt like starting over, with lots of escalation language and little visible progress. At this price point, customers shouldn’t be managing their own order fulfillment or chasing answers. The product ultimately lived up to expectations — the experience absolutely did not. Lovesac relies heavily on FedEx for delivery, and in my case this significantly contributed to the delays and overall frustration. If you’ve had poor experiences with FedEx in the past, that’s worth factoring into your decision. For large, expensive, time-sensitive deliveries, carrier reliability matters — and this was a weak link in an already strained process. If Lovesac can fix its delivery coordination and customer communication, this would be a much stronger brand. As it stands, I love what I bought, but I would hesitate before going through this process again.