LovesacReviews of lovesac.com

Hopefully I will not need to update this review once I receive my sectional, but I ordered a sectional about a week ago, and just today was reading the email with my order and noticed that I completely botched it. I mixed up the different sides and backs, and mixed some deep seat inserts with regular depth inserts. I reached out via email to see what they could do. I received an email back in about 10 minutes asking what I was looking for and to clarify the exact issue, and I replied with a picture of what I was hoping for, and then got an email back the next day stating that they had taken care of it. If that is not good customer service, I don't know what is. I haven't yet received the sectional but I'm hopeful they know more than I do and were able to fix my order.

I bought a Lovsac couch at their outlet in Beachwood, Ohio. I asked about assembly, saying forthrightly that if I had to assemble it myself, that was a dealbreaker. They lied to my face, assuring me that “only a few pegs” were involved. Then the couch came in a dozen boxes AND HAD NO INSTRUCTIONS WHATSOEVER. It took two of us four hours to figure it all out and put it together. I like the couch, but I would never recommend an outfit this dishonest.

Love our new couch.

Their recliners are awful. We reclined ours and now cannot get it to go back into regular position. They say there is an issue with the mechanism and state it takes 14 weeks to get the part. Took 10 days to get the couch when we bought it 2 months ago and now 14 weeks because it is at their cost under warranty. Do not buy this product

Great concept but very poor quality. The back cushions are compressed and no longer able to be fluffed up. Lovesac customer support was very prompt to respond but I waited over 3 years to report the problem so I have to buy new cushions. I’ll be purchasing some other cushions as the lovesac ones are awful. Would not buy again .

I bought a lovesac accent chair in October of 2024. After I had already paid for it, I was informed that the frame was on backorder for 12 weeks. I was moving in the next 3 months, so it wasn't a big deal, although I was a little annoyed that I had not been told BEFORE I paid for it. My husband decided at the end of November to buy another chair for our new house. He received the chair...frame and all...within 3 weeks of his order. I still did not have any information regarding my chair frame, so I called the store in Virginia Beach. They said something about my chair frame being there by Valentine's Day...WHAT??? Then they corrected themselves and said January 26, 2025. I wasn't thrilled, because that was past my 12 week window, but nobody could tell me anything else about what was going on. My husband called about a week later, and they told him that it was because I ordered the black frame and "the black frames are always on backorder". So, I was not too happy, because NOBODY told me there was another option on color, and even if they had, NOBODY told me that the black frame is always on backorder and given me a chance to change my order. Well, January 26 came & went without any information about getting my frame. So, I called again and this time, they said Valentine's Day. At that point, I completely lost my temper and told them that was unacceptable and they had taken my money in October and I STILL did not have what I had paid for four months later. They put me on hold and a very nice woman came to the phone & apologized, said she could change my order to the white chair and expedite it and surprise...it was on sale, so I would get money back. She said it would take 1 to 2 weeks expedited. I thanked her & waited, frustrated that the black chair frame was supposed to be there on Valentine's Day and now the white chair would probably not be there by Valentine's Day. Yes, you guessed it, Valentine's Day came and went and NO CHAIR FRAME. So I called again and the woman answered. I found out that she is a new manager that just came from Maryland. She is apparently the only person working for Lovesac that knows anything about what they are doing. She apologized again and told me she would check on it, which she did and she said I should get shipping information the next day. I didn't believe her, but sure enough there it was. I got my frame 2 days ago, so from October 10th to February 19th to get my chair frame. We were planning to get get a Lovesac sofa, but I will never deal with them again. If you deal with the store in Virginia Beach, ask for the manager or you will get absolutely nothing but a huge headache.

I am trying to return my sofa. They sent me the boxes but now i can not get in touch with anyone to get my shipping labels and arrange pick up. It's bad enough you have to assemble the couch yourself but then to return you go through the grueling process of boxing it back up only to be ignored. I will be returning this sofa somehow i dont care if i have to show up on their doorstep myself. Customer service was good the one time i was able to reach them but they have disappeared now that Im trying to return. The sofa itself is fine it's not a bad product but we need to return and they're making it so difficult. Go with another brand. It's not worth the trouble you can get another sofa that's similar from a better company.

I’ve spent over $10k on lovesacs. Sofas, recliners, stealth tech. Their customer service is completely nonexistent. You cannot get support. Not by phone, not by chat, not by text. Issues are not addressed in FAQs. You’re completely on your own if you have any issues. I don’t mind spending more on quality products or for convenience but Lovesac offers neither. At least with IKEA you’re saving money. Spending this much for DIY with products that don’t work and no way to fix them is insane.