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Business Profile

Furniture Stores

Lovesac

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

This profile includes complaints for Lovesac's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Lovesac has 34 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Lovesac

      421 Atlantic St Stamford, CT 06901-3513

    • Lovesac

      1090 Layton Hills Mall Layton, UT 84041-2104

    • Lovesac

      327 W Market Bloomington, MN 55425-5523

    • Lovesac

      9301 Tampa Ave Northridge, CA 91324-2503

    • Lovesac

      1300 W Sunset Rd Ste 1637 Henderson, NV 89014-6623

    Customer Complaints Summary

    • 41 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/10/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wife and I made several different purchases with LoveSac in ***** ******* **. At which time all products came from their corporate office by ***** with in a number of days. All Good Service. The problem comes when you go to return anything to this company. When you speak with someone about a return, they will give you the approval and send you ***** labels for the physical items. You never get a return invoice unless asking after the fact. You only know when you get a credit on your credit card.
      After we completed our purchases with LoveSac. Between items coming in to us and returns, I wanted to complete a full accounting of my purchases. I had to ask LoveSac Corp Offices to send me a full accounting with copies of Invoices. They complied and I went through all my transactions. After completing my review, I noticed they failed to credit me about $162.20. I immediately contacted my local store the put me in contact with the Corp Office. On or about February 15th I started going back and forth by email and their Customer Experience Team. First they claimed NO knowledge of my return. Then they mysteriously found it. Then claimed it was part of a set and un-returnable. Please keep in mind they have all my invoices. I gave them the original invoice number for the product purchased (outside of a set) and they agreed. It was their error and I was due a refund. Please give them 2-3 Business day to respond and I promise we'll provide more clarity.
      Well - That was on February 26 and I have yet to receive a follow up email or refund.
      I have attached part of my email chain with LoveSac to support this claim.

      Business Response

      Date: 05/14/2025

      Dear *****,

      I hope this message finds you well. We’re reaching out in response to your recent complaint to ensure that all of your concerns have been fully addressed. Our records indicate that your refund request was reviewed and successfully processed by our support team, with the refund issued to your original form of payment on 3/22/25.

      We sincerely apologize for the lack of proper follow-up as previously communicated from our team. Please know that your feedback is taken seriously, and we are committed to improving our communication and providing a better experience moving forward.

      If you have any additional questions or need further assistance, please don’t hesitate to reach out to us at [email protected]. We’re here to help and want to ensure you feel fully supported.

      Thank you again for bringing this to our attention. We truly appreciate your patience and understanding, and we wish you a wonderful day.

      Warm regards,
      Lovesac Customer Experience Leadership Team

    • Initial Complaint

      Date:02/25/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I accidentally ordered the wrong couch. There was no notice it was custom or their policy on custom items. It just said 60 day guarantee. I sent a text and email and tried to call to cancel with no response. This is deceptive. I need to cancel.

      Business Response

      Date: 05/14/2025

      Dear *****,

      I hope this message finds you well. We’re reaching out in response to your recent complaint to ensure your concerns have been fully addressed. Our records indicate that your cancellation request was successfully processed the day after your order was placed, and your refund was later issued to your original form of payment on 2/25/25, the same day the request was processed as well.

      We sincerely apologize for the delay in responding to your inquiry. We experienced a high volume of inbound requests following the holiday season, and we regret any inconvenience this may have caused.

      If you have any additional questions or need further support, please don’t hesitate to reach out to us at [email protected]. We’re here to help and want to ensure you feel fully supported.

      Thank you again for bringing this to our attention. We truly appreciate your patience and understanding, and we wish you a wonderful day.

      Warm regards,
      Lovesac Customer Experience Leadership Team

    • Initial Complaint

      Date:02/05/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased the lovesac couch with 5 seats, two storage seats, stealth sound system, and some accessories in July 2022. Total cost was roughly 12k. The sound system had countless issues that took months to resolve, now the system is doing the exact same issues as before.

      They discontinued our covers so now if we want to add any pieces, we have to purchase all new covers. They also discontinued the cushions due to the feathers poking through the couch. The replacements they sent were so unbelievable hard that we dont even use our couch anymore. We have been waiting for 4 months for them to send us the correct cushion. Stay away such a poor quality couch for the money we spent

      Business Response

      Date: 05/14/2025

      Dear *****,

      I hope this message finds you well. We’re reaching out in response to your recent complaint to ensure that your concerns have been fully addressed. Our records indicate that your Warranty Replacement Order for new cushions—featuring a fill option similar in feel to the previously owned Down Fill—experienced a brief backorder due to high demand, but was successfully delivered on 3/30/25.

      If you’re still experiencing any issues with your *********** Speaker System or discomfort with your new fill, please don’t hesitate to reach out to us at *******************. We’d be happy to connect you with one of our *********** Pros who can assist in further troubleshooting and, if needed, we can explore additional replacement options for your fill.

      We truly appreciate your patience and understanding, and we’re here to ensure you feel fully supported moving forward.

      Thank you again for bringing this to our attention, and we wish you a wonderful day.

      Warm regards,
      Lovesac Customer Experience Leadership Team

      Customer Answer

      Date: 05/16/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ****** *****

    • Initial Complaint

      Date:02/04/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a LoveSac sectional on January 5th. We were told that the covers we selected were on back order so we would not receive our order for about 16 weeks. We were fine with the wait. We triple checked that we would not receive the couch until the covers were ready, the clerk assured us that we would receive everything together. On January 28th we received the tracking information for the couch. It was scheduled to be delivered on the 30th so on the 29th we got rid of our old couch in preparation. Once the couch arrived we noticed that none of the packages came with covers. We purchased the couch because of how pet friendly it is. We have 5 dogs in the house so we cannot set up the new couch without covers and we no longer have the old one. The couch came in 15 boxes so our whole house is full of boxes. Later that night we received an email stating that we would not receive the covers until the end of April. We will not have a couch for three months and we have to store the 15 boxes the couch came in. We do not have the room for all those boxes and we are very upset that we have a couch we cannot use when we were assured this would not happen. We need covers for our couch sooner than three months from now.

      Business Response

      Date: 05/14/2025

      Dear ********,

      I hope this message finds you well. We’re reaching out in response to your recent complaint to ensure your concerns have been fully addressed.

      Our records show that the extended lead time for your Custom Covers was due to our made-to-order production process, as all Custom Covers are cut and sewn specifically per order. While we understand the wait was frustrating, we do see that your covers shipped earlier than anticipated—arriving at the 10-week mark, which was 6 weeks ahead of the original 16-week lead time estimate.

      That said, we sincerely apologize for the confusion and inconvenience caused by your non-Custom Cover items arriving ahead of the covers. We understand this was not what was communicated to you by the showroom, and we regret the misalignment in expectations. This is not the experience we strive to provide, and your feedback will be shared with our teams to help improve our communication and processes moving forward.

      As a gesture of goodwill for the delay and inconvenience, our team also made an exception to provide a complimentary Cover Set that was missing from your original order. We hope this helped in making up for your experience.

      If there’s anything more we can do to support you, please don’t hesitate to reach out to us at [email protected]. We’re here to help.

      Warm regards,
      Lovesac Customer Experience Leadership Team

    • Initial Complaint

      Date:01/29/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to the Love Sac store in ********* ** and placed in order totaling over $5,000.00 I was told that the product would be delivered in 6-8 weeks. We received part of our order in the aloted time frame, but not the rest of the order. I have been in constant contact and have text messages from the company telling me my order would be shipped by 1/31 (outside the timeframe, but still okay). Today after we inquired we were told that the order was never correctly placed and it was going to be another 6-8 weeks. A manager named Santina called and they are not offering proper resolution for this. They will not call me back or assist me as I am asking for assitnace in getting the product in the allotted time I was told I would receive it.

      Business Response

      Date: 05/14/2025

      Dear ******,

      I hope this message finds you well.

      We’re reaching out in response to your recent complaint to ensure that all of your concerns have been fully addressed. According to our records, your new and corrected Sales Order for Custom Covers was successfully delivered on 3/27/25, and a partial refund was issued to acknowledge the inconvenience caused by the original order issues.

      We sincerely apologize for the challenges you experienced with your order and the post-purchase process. Please know that your feedback is taken seriously, and we are committed to providing a better experience for you moving forward.

      If you have any further questions or need additional support, please don’t hesitate to contact us at *******************. We’re here to help and want to ensure you feel fully supported.

      Thank you again for bringing this to our attention. We appreciate your patience and understanding, and we wish you a wonderful day.

      Warm regards,
      Lovesac Customer Experience Leadership Team

      Customer Answer

      Date: 05/14/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ****** ********

    • Initial Complaint

      Date:01/28/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      October 12 I decided to buy a new furniture for my house .i trusted this company to fulfill my wish . I trusted them with $2903. Upon receiving the couch I noticed it was too big for my living room so I decided to return it. I called to get assisted during the return process and I was told I had 2 options . ***** picks it up or I drop it off at ***** and wait a bit longer . I dropped it off at ***** because I have a busy schedule. I waited for 2 months because they kept saying that was the procedure. After the 2 months were I was told that they would issue me my refund . They later decided to change their mind for no reason explained and denied my refund . I provided drop off receipts and I used their labels that I was gave . The agent I was told to called then later was rude and came at me with a tone .

    • Initial Complaint

      Date:01/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We currently own a Lovesac couch and enjoy it. 2.5 years ago we decided to add their “***********” sound system which integrates speakers, subwoofer, and soundbar into the couch to sync with the TV.

      The initial setup took me almost an entire week to get programmed to the TV and I called numerous time and NONE of their representatives had a clue on the troubleshoot. They basically were reading from the same set of instructions I was doing. Eventually, figured that out and got it set up ON MY OWN.

      Over the next 2.5 years it’s intermittently worked and I have had to reset, yet it keeps asking me to update my software with some USB cable and basically a PC computer. I don’t even own a PC computer NOR did anyone mention that when buying this sound system that cost almost 6k!!!! Now the subwoofer won’t work, I borrowed a PC from a family member and I can’t even get the remote that came with the system to pair to the soundbar.

      I have been trying to attempt to call Lovesac for a few days now and I have not even got a hold of anyone even opted to text them and no response. I went into the store and she basically said that I have a 3 year warranty on this thing and if the update doesn’t work then they’ll send me a new one but I need to call.

      The wireless chargers don’t even work in addition to the subwoofer now. So, now that I paid 6k for this thing I only get 3 years before I’m out of options???? The representative that’s in the store even said that she’s heard of this being an issue but yet there’s nothing they can do even if I do get a replacement and after my three years it’s stops working I’m out of money???

      I work in technology myself and this is absurd that a company can just sell a poor product like this without much help or backing? If I had an Apple issue I feel supported yet the repair might cost me money at least I know I can have a peace of mind. Lovesac has been such an awful experience without a resolution and I want buyers to beware!

      Business Response

      Date: 05/12/2025

      **** *******,

      I hope this message finds you well. We’re reaching out in response to your recent BBB complaint to ensure your concerns have been fully addressed.

      Our records show that you were able to schedule a callback with one of our *********** Pros to help resolve the ongoing issues with your system. We also see that a warranty replacement order for a new Center Channel was processed and successfully delivered. If you have any additional questions or concerns, please don’t hesitate to reach out to us at *******************—we’re happy to help and want to ensure you have a positive experience with your *********** system moving forward.

      Thank you for your patience and for giving us the opportunity to make things right. Wishing you a wonderful day.

      Best regards,
      Lovesac Customer Experience Leadership Team

    • Initial Complaint

      Date:01/08/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 11, 2024, I purchased a Lovesac sectional for $7,945.96 from a store in ****** ***** **. The order was delivered on November 15, but the furniture was too large for my living room and did not match the sizing discussed in the showroom. I contacted customer service on November 15 to initiate a return and was told to repackage the items in their original boxes and use return labels that would be sent to me.

      I consolidated the items into 13 boxes, received 13 return labels, and scheduled a pickup. However, I was later informed by the showroom that I was required to return the items in 17 separate boxes, and the labels I had were invalid. After following these new instructions, the items were successfully picked up on November 21.

      On November 26, ***** tracking confirmed the return had been received by the warehouse. I contacted Lovesac about my refund and the possibility of using my 35% teacher discount for a new order. I was assured that the refund would be processed and that I would receive confirmation within 24 to 48 hours, but no update came.

      After multiple follow-ups, I was told on December 5 that my return had not been received, despite tracking information indicating it had been delivered. After speaking with several supervisors and working directly with *****, I provided proof that the packages were collected, but my refund has not yet been processed. This has been a frustrating experience with significant miscommunication and delays.

      Business Response

      Date: 05/12/2025

      Dear *****,

      I hope this message finds you well. We’re reaching out in response to your recent BBB complaint to ensure your concerns have been fully addressed. Our records show that our warehouse confirmed receipt of your return on 3/17/2025, and a refund was successfully processed on 3/22/2025, back to your original form of payment. If you have any additional questions or concerns, please don’t hesitate to reach out to us at *******************—we’re happy to help and want to ensure you feel fully supported moving forward.

      Thank you for giving us the opportunity to resolve this matter, and we truly appreciate your patience throughout the process. Wishing you a wonderful day.

      Best regards,
      Lovesac Customer Experience Leadership Team

    • Initial Complaint

      Date:01/02/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a sizable online purchase ($27,450.00 with a sale price of @20, 367.90; order # **********) of LoveSac Sactionals on Saturday July 6, 2024. Because of a major home renovation project that was delayed due to backorders, I did not begin to assemble my purchases until the first week of November, 2024.

      I am very disappointed in my purchase. The leather covers are impossible to pull over the sides inserts and most of the pieces have unsightly wrinkles. In addition, the pillow backs are not full enough to make a tight-fitting piece and have gaps between the pillows across the back of the unit. Consequently, the pillow backs are always falling down onto the seat.

      I have called the local King of Prussia store where I made the purchase and was told nothing could be done and to just keep working with the leather.

      I also wrote both the CEO and President & COO of the company on 11/21/2024 and sent the letter with pictures of the partially assembled furniture via **** Priority Mail with no response to date.

      I initially asked for a reasonable remedy...replace covers, have someone come to put covers on so they look good.

      But now, since the *** store would not help and the corporate officers could not respond to my letter, I want a full refund and to return the merchandise at their expense.

      I appreciate your consideration.

      ******* *****
      ************ landline
      ************ cell

      Business Response

      Date: 05/12/2025

      Subject: Follow-Up on Your BBB Complaint

      Dear *******,

      I hope this message finds you well. We’re reaching out in response to your recent complaint to ensure your concerns have been fully addressed.
      Our records show that a return was approved due to the ongoing issues you experienced with your order, and a refund was successfully processed. If you have any additional questions or concerns, please don’t hesitate to reach out to us at *******************—our team would be happy to help!
      We sincerely appreciate your feedback and hope to have the opportunity to serve you again in the future.

      Wishing you a wonderful rest of your day!

      Best regards,
      Lovesac Customer Experience Leadership Team

    • Initial Complaint

      Date:12/11/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi all, I bought a 15k couch with the Stealth tech option built in. I have received the couch but no stealth tech center channel which is required to make it work. I have spoken to support so many times and I get a different story every single time I talk to them. They have sent me 2 foot sac's, 2 love sac's with covers to say we are so sorry. The last person I spoke to told me that the product was in the warehouse and she expedited it well it arrived today but NO center channel so it is useless.

      I again call and spoke to some person and told her how angry and upset I wan't to know what was going on. She proceeded to tell me they are out of stock and they are waiting on delivery but that she would expedite it. I told her every person since august 2024 has told me the same thing. Just so everyone is aware this company lies repeatedly and just appeases you with freebies. but when the rubber hits the roads they don't deliver. So then I requested to speak to someone at the VP level or high and have them return my call. and I was told NEVER GOING TO HAPPEN.

      BE AWARE BE VERY AWARE BEFORE YOU PURCHASE

    Lovesac is NOT a BBB Accredited Business.

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