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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.

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    • Lovesac

      421 Atlantic St Stamford, CT 06901-3513

    • Lovesac

      2601 Preston Rd Ste 2096 Frisco, TX 75034-9474

    • Lovesac

      2124 Galleria At Tyler Riverside, CA 92503-4146

    • Lovesac

      690 W Dekalb Pike Kng Of Prussa, PA 19406-2943

    • Lovesac

      1000 Ross Park Mall Dr Ste J15 Pittsburgh, PA 15237-3870

    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:11/04/2024

      Type:Sales and Advertising 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.
      E-Mail mailing list issue. Emails from company were expected once I purchased a product from LoveSac, but after repeated attempts via their website to “unsubscribe” from marketing emails, the marketing emails from LoveSac furniture company still continue. Other companies that use this type of marketing with an unsubscribe option do work, but the LoveSac sites do not.

    • Initial Complaint

      Date:10/24/2024

      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.
      We received the wrong items and reached out to Lovesac who said they would re-ship. They again sent us the wrong items. I requested a refund and received labels to ship the items back. We shipped the items back using the labels provided and a ***** pickup. It has been 6mos and they still have not refunded us and are now telling us they have no record of our return. I feel physically ill thinking that I was just scammed out of thousands of dollars, I have no couch and no money. I tried going into the store multiple times during this time period and was told there was nothing they can do, to just keep calling customer service.

      Customer Answer

      Date: 10/24/2024

      Delivery proof for returned items

    • Initial Complaint

      Date:10/10/2024

      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.
      I am writing to formally lodge a complaint against LoveSac regarding an unresolved return issue.

      I returned a sofa to LoveSac which was delivered back to them on 8/19/24 , using the return labels they provided. All items were shipped back and confirmed delivered on that date. I also have a drop-off receipt as proof of the return.

      As of October 10, 2024, I have not received a refund or any acknowledgment from LoveSac. I have contacted their customer service multiple times, but each interaction has been unhelpful and frustrating.

      Below are the tracking numbers for the returned items:

      ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ ************ 
      I kindly request your assistance in resolving this matter. I believe I am entitled to a full refund and hope to see action taken against LoveSac for their lack of responsiveness.

      Thank you for your attention to this matter.

    • Initial Complaint

      Date:09/10/2024

      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.
      I had ***** pick up my items from my home. The item I ordered was too large. I was told that a refund would be processed once it was picked up. Then was told once it arrives. Now it has arrived for over a month now at this point and still no refund. I need either a refund or store credit so that I can buy a new couch now that I have moved in.

    • Initial Complaint

      Date:07/30/2024

      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.
      We recently received our $4000 sectional, order number *********, and we received the wrong color slip cover that we did not order. This was a mistake made at the showroom where we placed the order. After being on the phone with customer service and the showroom in ************ ** all day yesterday, the best they could do for us was offer us a free blanket or a 5% discount to do an exchange. Are you joking?? They want us to remove the covers they sent us, box it back up, find a printer to print out the return label and when the new cover arrives, put those on. There are over 15 pieces of our Sactional. What a labor intensive task for the customer for an error on Lovesacs part. A 5% refund plus having the customer do all of the work is a joke.

    • Initial Complaint

      Date:07/08/2024

      Type:Sales and Advertising 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.
      I have attempted to unsubscribe from marketing and all other emails for months via the “unsubscribe” link and company website. When that did not work, I called customer service and spoke to a representative who assured me she would remove my email address from all lists. I am still receiving up to 3 emails a day.

    • Initial Complaint

      Date:06/07/2024

      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.
      Order number *********
      I had ordered an Accent chair from the website, i received a severely damaged and broken item, the piece of furniture was not a viable piece of furniture. I reached out to lovesac who sent me a return label, I was informed by the lovesac customer service agent that I will be refunded as soon as the damaged package is picked up by *****. However, now they are refusing to refund me despite the screenshots of our conversation that I should be refunded. I never received a viable item and they took my money. The item that they sent me is damaged and non-viable and I should have my money back. The customer service agent that I chatted with refused to connect me with the manager or the finance department. He declined to de-escalate the situation despite my pleads and was super rude.

      Customer Answer

      Date: 06/12/2024

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

       

      Hi there. I received a refund yesterday. THANK YOU for helping me!!

    • Initial Complaint

      Date:06/06/2024

      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.
      Date of transaction: 03/16/24
      Amount of money paid: $9,299.94
      I returned my order to them and ***** stated my packages got lost. I provided return receipts showing proof I did my part to return everything and they have yet to resolve my issue and its been months.
      The business has not tried to resolve my problem. Here is my order details, Order Number: ********* / ********* my email is ********************** I have talked to multiple representatives and they never email me or anything to resolve my issue.

    • Initial Complaint

      Date:05/06/2024

      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.
      Subject: Request for Resolution Regarding Order #*********

      Dear Customer Service,

      I am writing to express my concern over the handling of my order #*********, placed nearly two months ago. Initially, I was informed that the delivery timeline would be 8-12 weeks. However, upon checking the status on April 26, the system unexpectedly indicated that all items had been delivered, which is not the case as I have not received any items.

      Despite repeated inquiries with customer service since April 26, I have not received a satisfactory explanation or update on the status of my order. The level of service provided has been unsatisfactory, and I am concerned about the apparent discrepancy in the delivery status.

      Given these circumstances, I request the cancellation of my order and a full refund, as I no longer have confidence in the delivery process. Please confirm the cancellation and the processing of my refund at your earliest convenience.

      Thank you for your attention to this matter. I look forward to your prompt resolution.

    • Initial Complaint

      Date:02/26/2024

      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.
      Ordered a lovesac, followed all directions and it smelt like chemicals. Then there was not enough foam inside. Was hard as a rock. Was sent more foam which was a HUGE mess and it is still hard as a rock

    Lovesac is NOT a BBB Accredited Business.

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