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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

      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:02/13/2024

      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 ordered a Sactional sofa Labor Day Weekend. The sofa came with 3 large cushions that don’t fit my sofa. I need them exchanged for “Deep Seat”” cushions instead. I have been calling and calling customer service and no one answers. You get an answering machine recording and no one calls you back. I just want to exchange what I paid for and can’t use.

    • Initial Complaint

      Date:12/11/2023

      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.
      I returned an item for replacement on 11/16. i was told i would receive the item no later than 11/30. 11/30 arrived and still no item. I have called and texted customer service 5 times and every time, they put you on hold to talk with a manager with no result. On 12/7 i called and i was told it would ship out on 12/8. so i called on 12/8 only to be told they do not have any inventory? So i asked if it was covers or inserts, they could not tell me. Now i was told someone would call me after 5pm today, lets see if they call?(they did not) So the product was needed for 12/9, and now i don't know if i will even receive it by Christmas. All the reps are very kind, but can do nothing and have no answers. Nobody knows whats going on. It really is too bad, when i receive my first item it exceeded my expectation, even the return went well, but trying to get this last pillow sac and two covers, its just crazy you need to put in all this extra work for an item that is so pricey and already paid for! I am also very aware of this being a busy time of year, but if you tell someone they are going to receive something and it dose not arrive and they call back and keep giving you wrong information, its not right!

    • Initial Complaint

      Date:11/29/2023

      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.
      I purchased $778 worth of final sale fabric and then an additional $1800 or so on inserts for this product to make a couch. Both Lovesac and ***** gave me a delivery date of 11/28/2023. On that day, I worked from home and worked in the living room to make sure I didn't miss the delivery. ***** tracking claimed that the products were on the truck and out for delivery. At 6:00 pm, ***** updated their status to "attempted delivery."

      This is a boldfaced lie. Nobody ever attempted delivery. I called ***** and customer service claimed that they didn't attempt a delivery, it was just too busy to deliver and I "might" get it sometime in the future. To my knowledge, ***** is a delivery company, so I'm not sure what else they were busy doing.

      On 11/29/2023, I woke up and ***** claimed that they attempted delivery a second time at 6:53 am. Another boldfaced lie. This time ***** assured me that I'd get my package by 3:00.

      I called Lovesac and they said "everything is fixable" and called *****. ***** told them that my package wasn't being delivered and that, when they had drivers, they'd try and deliver it at some point. This is an $1800 sofa that will be stolen off the curb if I'm not here to receive it. Lovesac and ***** are all giving me different stories. Here's my story: I paid $2500 for a sofa that I'll be lucky to have in the year 2023. Horrible experience.

    • Initial Complaint

      Date:10/26/2023

      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.
      9/28/23 Order Number:
      *********

      I am writing to request a refund for this purchase, as I do not feel that keeping the product is a viable solution due to the quality concerns. I hope that this matter can be resolved promptly and efficiently, and I kindly ask for your assistance in expediting the refund process.

      I have been patiently waiting for the refund to be processed, but it has been significantly delayed, and I have yet to receive any communication or confirmation regarding its status. I understand that these processes can sometimes take time, but it has now been well beyond the expected timeframe.

      I kindly request that you provide me with an update on the progress of refund and when I can expect to receive it. I would appreciate a prompt resolution to this matter as it has been causing inconvenience.

    • Initial Complaint

      Date:10/09/2023

      Type:Service or Repair 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 bought our $6,000 lovesac sactional November 2021. We had a couple ripped covers that needed replaced. Great. They replaced them. Our cushions ended up breaking down, they replaced them. The replacements came and within 48 hours of sitting on these cushions, they started horribly sagging and deforming. I reached out to lovesac to inquire on my issue and they canceled my warranty. We have a full 15 MONTHS left of our 3 year warranty and lifetime on our hard pieces. This company is absolutely horrible. We are days away from dumping it in the landfill or taking it down to a showroom to show them their shoddy work and seeking advise from the ******** *******. They cannot just cancel our warranty because I inquire on the quality of the replacements they sent. We want this place to honor their warranty and do right by their mistake.

    • Initial Complaint

      Date:09/06/2023

      Type:Service or Repair 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 concerns with the quality of my sofa & with Lovesac customer service not honoring the 3-year warranty as it was described to me prior to purchase and as stated on the website. I’ve had my sofa for 5 months & already 2 cushion covers have ripped & another is showing signs that it may soon rip. When I noticed the first hole 2 weeks ago, I contacted customer service & they said it wasn’t covered under warranty because it wasn’t a manufacturer defect & it was normal wear. I’ve had the sofa 5 months so there’s no way a hole the cover is normal. If anything, this is a manufacturer defect because it’s already ripping at only 5 months. I explained that I was promised by the sales rep & store manager in the Towson, MD store that ANY issues within the first 3 years would be covered by warranty, no questions asked. I asked very specific questions about the warranty so I could make an informed decision. It was a huge investment & the warranty assurance is what made my decision to buy from Lovesac versus cheaper brands with no warranty. the Lovesac website states “3-Year Warranty on Sactionals Seat Cushions, Back Pillows, and Covers for both Sacs and Sactionals”. customer service was rude & said I was confused about the warranty, which I’m not. They finally said they would grant a one time exception & send a replacement cover, as if they were doing me a favor. Now only 2 weeks later I found a rip in another cushion. I’ve dreaded contacting customer service again because of the awful experience I just had. I spent $6000 on the sofa. I never imagined it would rip or that I would have such a bad experience with customer service. The sofa is far too expensive to have store managers & sales reps lying to customers. I’ve now seen numerous complaints about Lovesac being dishonest & not honoring warranties. I found an entire BBB complaint for this exact issue, to which I will be adding my own. I’m reaching out for assistance so the warranty I was promised will be honored.

    • Initial Complaint

      Date:07/03/2023

      Type:Service or Repair 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.
      Absolutely horrible experience! I purchased a Lovesac sactional years ago. Unfortunately, the old sides are too large to fit the new covers. I now have NINE unusable couch sides. Lovesac has a LIFETIME guarantee; however, they have refused to fix the problem.

    • Initial Complaint

      Date:06/05/2023

      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 spent a lot of money on a lovesac couch with stealth tech We put it together and none of the satellite sides work. I’ve had to call multiple times and they just keep saying the same thing. Reset it and then I’m on hold for an hr and they’re waiting to their manager. I have attempted to get a resolution on 5 occasions and my very expensive couch does not work properly

    • Initial Complaint

      Date:04/17/2023

      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 purchased the Lovesac sactional in December of 21. When I put the sactional together, I realized the cushions were not like the demo sofa I wanted. They were hard and not the softer "LOVESOFT" fill I had anticipated. I called the company and I was told the sofa needed to "break in". That makes sense obviously but at the time they did not tell me that I had only 60 days to return the sactional for a refund. I let it go at that time.
      I waited and the cushions never did soften up. I reached out to them again in November and told them the cushions were not getting any better. I sent them pictures of the batch numbers and they were going to forward to quality control and send me a new set of cushions. I got the new batch of cushions in December, and these were no better. I asked if they maybe changed the filling since then or if the manufacturuer was different? I don't understand why these are so bad. I asked if they would send someone to my home so they could feel what I am describing, they said we do not do that. We spent over 11,000.00 on this sofa and I feel like it is a bait and switch. I reached out formally to the CEO, COO and CFO and one last time to the sales team who told me to Fluff the cushions and start walking on them.
      I was contacted by Joe M**** in March after "Shawn" received my letter. That was March 11, 2023. I explained the situation to him, and again he said he would contact quality control. We spoke briefly and then I emailed him again on April 5th just asking for a refund and I would return everything they sent me.I never heard back, then again on April 14th. Today is April 18th and I feel like they have completely disregarded my complaints, This is a very expensive purchase and I was so happy when I made the decision to purchase it, now I regret it every day. I did what I thought was right to get this resolved but they tell you to wait and let them break in because they know you will go past the refund period. This is not good business.

    • Initial Complaint

      Date:03/29/2023

      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 REPEATEDLY attempted to unsubscribe from LoveSac's promotional emails. I have clicked "unsubscribe" on multiple occassions, and have recently started taking screenshots of my attempts. Lately, when I click "unsubscribe all", and click "submit", the radio button becomes unselected, and nothing happens.

      I've reported this as SPAM to Gmail, the latest was yesterday. This morning, I received yet ANOTHER email.

      I have sent an email directly to the company, telling them to remove me from their mailing list, which is now becoming a violation of the CAN-SPAM ACT. I received an email back from them stating that it would be resolved within 24 hours. That was several days ago, and yet here again, another email has shown up.

      Yesterday, I filed a complaint with the ***. The response from the *** was "thanks". They indicated that they take informational input, but there is no direct investigation or follow-up.

      I figured I would give you a shot as well, and then move onto hiring an attorney for a class-action lawsuit, because I'm sick of these emails!!!

    Lovesac is NOT a BBB Accredited Business.

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