SpazeReviews of spaze.com

Response from SpazeOct 19, 2026

Thank you for sharing your feedback with us. First and foremost, we hope you are recovering well and feeling much better. We are truly sorry to hear about the frustrations you experienced with your delivery and setup. Full assembly service is meant to provide a seamless, hands-off experience, and we acknowledge that assembly should have been completed by our delivery team. We sincerely apologize that this did not occur as expected when your order was delivered back in March. Typically, if an assembly step is missed, an item arrives damaged, or parts are missing, our delivery team flags this on the delivery record immediately, or customers notify us right away so we can dispatch support within 24 to 48 hours. Because six months have passed without any notification, photos, or documentation from either the delivery partner or customer, we were completely unaware of these issues and regrettably never given the opportunity to step in and assist at the time. That being said, we fully understand that personal health matters took priority, and we are committed to looking into this thoroughly now. Since we do not have previous records or documentation regarding these delivery issues or frame wobbling, our team has reached out to you directly via email to gather a few quick details and photos. This will allow us to investigate what happened, assess the sofa bed, and work together with you toward a resolution. We truly value your feedback and look forward to hearing back from you so we can make things right.

Response from SpazeOct 14, 2026

Thank you for sharing your feedback. While we regret that the Alure sofa bed did not match your personal comfort preferences, we appreciate the opportunity to clarify our product quality and support process. The Alure is one of our most popular, top-selling models, backed by hundreds of stellar reviews from satisfied customers. It is expertly crafted with premium high-density foam designed for long-lasting durability and support, placing it comfortably firm on our comfort scale. Because new high-density foam requires a brief adjustment period, we always recommend regular use over the first few weeks to allow the materials to break in and soften naturally. We also want to highlight our team’s proactive support throughout your inquiry. When you first reached out, our customer care team promptly provided guidance on the break-in process. When you subsequently requested a return, we immediately stepped in to facilitate it and reached out to confirm the necessary packaging details to ensure a safe transit back to our warehouse. You had full option and support from our team to complete this return, but unfortunately, we did not receive a response from you to finalize those steps. At Spaze, we remain deeply committed to transparent communication, high manufacturing standards, and making returns as seamless as possible when an item isn't the ideal fit. If you would still like assistance, our team is always available at [email protected]

Response from SpazeAug 29, 2026

Thank you for your review. We sincerely apologize that your delivery scheduled for August 26 did not occur as expected. We fully acknowledge the frustration and inconvenience this caused you. Our delivery partners are well-known for their excellent communication and reliable service, so our team escalated this immediately to investigate what happened with this driver's specific route and push for an expedited reschedule. To provide clarity on the timeline: Your order was picked up from our warehouse on August 21. Our standard website policy states a delivery window of 7–14 business days, and this order remained well within that timeframe. We actively coordinated with logistics management to expedite a new delivery date and offer solutions. However, on August 28, before we were able to complete the rescheduled delivery, a credit card chargeback dispute was filed by you. We regret that we were unable to turn this experience around for you, but we wish you all the best.

Response from SpazeAug 26, 2026

Thank you for your feedback, and we are sorry that things did not work out with your order. We completely understand your frustration. No one wants to pay return shipping fees, and we understand that space and furniture needs can change after placing an order. To clarify the timeline and details regarding your shipment: August 12: Tracking confirms that your sofa was picked up from our facility and entered active freight transit toward your local area. August 18: You requested a cancellation. At this point, your order had already arrived at the local hub servicing your area and was ready for delivery scheduling. August 25: You confirmed that you preferred to open a dispute with your credit card issuer. At that point, we instructed the carrier to begin returning the sofa to our main warehouse. Once your order has been picked up by the delivery partner, we have already paid the shipping cost for that shipment. Unfortunately, this cost cannot be recovered if the order is cancelled afterward, even if the sofa has not yet been delivered. Now that the sofa is to be returned to our warehouse, we also need to apply a $199 return shipping charge toward the return cost. To clarify, you were not charged $199 twice. The total fees consist of two separate charges: $99 - outbound delivery $199 - return shipping The actual carrier costs are higher than these amounts, and Spaze absorbs a portion of the shipping costs to keep these charges as reasonable as possible. Our cancellation policy explains that once an order has been picked up and is in transit, outbound delivery and return transportation costs apply if the order is cancelled. We understand this was a frustrating experience, and we wish you the best in finding the right sofa for your home.

Response from SpazeJul 14, 2026

Thank you for your feedback. We completely understand your frustration and are sorry for the disappointment. The Alna in Bronze Orange sofa was listed as Pre-order at the time of purchase, which allows customers to reserve inventory from incoming shipments before it arrives at our warehouse. Your order has been secured against that incoming stock, and we continue to monitor the shipment closely. We appreciate your patience and will keep you updated as soon as we receive new information regarding the restock and delivery timeline. Please feel free to contact us directly if you'd like a personalized update on your order.

Response from SpazeApr 7, 2026

Hi Anne, Thank you for your follow-up. Please be assured that your previous review is active on our page; we value transparency and do not remove reviews, as we take all customer feedback seriously. We are sorry for your ongoing frustration, but we would like to clarify the support we have offered to help resolve this: Return Logistics: To clarify, we do offer home pick-up for all returns. However, per our policy and freight safety standards, items must be securely packaged for transport before they are collected. Since you no longer had the original packaging and didn't want to pack it, we went a step further by researching and providing you with local resources to help you source the materials needed to protect the item during transit. Financial Assistance: To assist with the costs of this return, we offered to waive our standard handling fees entirely, ensuring you receive the maximum refund possible. Topper Sizing: We have proposed a direct solution to resolve the sizing concerns with your mattress toppers to ensure you have the correct fit. Product Quality: Our furniture uses high-density foam designed for longevity. While this can feel firm initially, it is a hallmark of a durable product that provides excellent support and will not sag over time. Our team remains standing by and is ready to answer any questions or provide further assistance to help you complete your return.

Response from SpazeJan 18, 2026

Thank you for sharing your feedback on your order of our Alna Chair. We’re sorry to hear that the quality, packaging, and comfort did not meet your expectations. We’d like to understand this better so we can assist you. Could you please share a bit more detail about the issues you experienced, and if possible, any photos of the packaging or product? You may send them directly to us at [email protected].

Response from SpazeDec 28, 2025

Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration this has caused — this is certainly not the level of service we strive to provide. We have reached out to you directly via email to discuss this matter and work toward a resolution. Please know that your concerns are being taken seriously, and we are committed to addressing them promptly. Thank you for your patience, and again, we truly apologize for this experience.