Complaints

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

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Lovesac has 34 locations, listed below.

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• 

  Lovesac

  421 Atlantic St Stamford, CT 06901-3513

• 

  Lovesac

  104 S Rio Grande St Salt Lake Cty, UT 84101-1180

• 

  Lovesac

  10000 California St Ste 3148 Omaha, NE 68114-2310

• 

  Lovesac

  6191 S State St Murray, UT 84107-7258

• 

  Lovesac

  1 W Flatiron Crossing Dr Broomfield, CO 80021-8881

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.

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 were sold a couch with 4 storage seats and received only 2 storage seats. Customer service blamed ****** and ****** states LoveSac is the responsible party and a third party road show vendor. They are taking no responsibility for their false advertising. Their quality is also incredibly poor for a 10k dollar couch.

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 2 citysac bean bag chairs as a Christmas gift to our family for our newly remodeled house. I placed the order on 12/15/2022 and paid $1,012.92 - which was for 2 inserts and 2 covers that were titled "Owl Phur" and were described as rich earth toned in color. The bean bag chairs arrived on January 3rd. We opened one of them, let it puff up, and I found it exceptionally uncomfortable - so we did not open the other. One family member thought the chair was comfortable enough - so we had decided to keep it. However, the covers were not "earth toned" as described - and perhaps this is why they were on sale. Anyone purchasing this color expecting an earth tone, would be displeased - they are purple. The one we opened, has a faulty seam. Perhaps the fabric was causing the Lovesac people trouble? LoveSac screams all over their website that they offer a 60 day full satisfaction money-back guarantee. So - the day they arrived, I attempted to start a return for the two covers and one citysac. My intent was to purchase a different color cover. There is no easy way to begin a return on the website, however. You have to send an e-mail requesting a return. So I wrote to them. 2.5 days later, I got an e-mail back - pointing me to their fine print in their guarantee - that clearance items cannot be returned. For the one citysac, they are offering to refund me $300, not the $400 I paid.

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Lovesac customer service is the worst out there. They are passive aggressive with customers, dont research problems before answering, and they blame the customer vs apologizing and trying to make things right until you blast them on social media. Buyer beware. I probably have mold in my sac because they do not seal sacs in water resistant packaging. Its absurd. I will NEVER order again from this company

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  If I knew I would spend $8K to deal with crappy service I never would have purchased my sofa from LoveSac. Additionally, I do know why LoveSac changed its policy of returning the replacement pieces to the store. Since May of this year, I attempted to get my cushion and back pillows replaced. I finally received the replacements in October. Now it is taking a long time to have my old cushions and back pillows picked up. I have boxes in my apartment waiting for Fedex to pick up the old cushions and back pillows. I should not be responsible to constantly follow up on any of this. I should not have to call the store and follow up on them. I should not be responsible to print out labels especially when Fedex is able to do that. I want the boxes of the old cushions and back pillows picked up from my apartment. I have a small apartment and it is taking up space. I am concerned 4 year old son will try to climb the boxes or they will fall on him.

• Initial Complaint

  Date:11/07/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a sectional 5 seats and one storage seat on 10/26/22 and a two seat love seat. It was delivered on10/29/22. One of the seats was never shipped. I went to the store in **** ** ******* on 10/30/22 and the assistant manager Stantasia stated I would have to make a police report. So I made a report with the ************* ***** ****** on 10/30/22 incident # ************** *********** barracks. I was told a *** ** trace would be initiated. Today is 11/07/22 and I called Lovesac to see when the missing seat will be shipped and they informed me that there is a hold on the shipment. I at this point will be disputing the charges because the order is still not completed and they can’t tell me when or if it will be.

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  This company seems to want to avoid full refunds. Despite it's policy to take returns for a full refund, they lose information about returned items, do not fully respond to emails, etc. I should be receiving a return of nearly $7,000 and they are stating that I will only be getting less than $300. They lost one transaction and it's been weeks after I was supposed to receive the refund.

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The company lists a return policy for their goods, however, they have made the return of their products extremely difficult to the consumer. I initiated a return within 30 days (their return policy is 60 days after delivery), and they failed to advise in their return policy that you need a vacuum cleaner to shrink down the product. I was unable to get it shrunk down enough to fit into a duffel bag that they sent as their “shrink kit” and ended up causing my vacuum cleaner (that I had purchased to break in the process ). I have called them 6 separate times, and emailed them to get my money back and for them to pick up the product. The employees are not helpful and rude, and it’s as though they are purposefully trying to cause the date to run out and I not receive a refund. I asked if I could return it to their store location and was told no. They needed a 3rd party vendor to initiate a pickup with me, which could take up to a week. I keep being told someone will call me back, but have yet to receive a call.

• Initial Complaint

  Date:09/08/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a custom couch from LoveSac, they delivered the couch in 30
  Separate boxes with *****. Driver could not physically unload all the boxes himself so we had to unload most of it. They didn’t send us all of the boxes and when I called to get the rest of my couch they then proceeded to tell me I owed them another $1600 in parts for the couch.
  
  I then asked for return labels for a manager and it has now been over a week with no contact from them to realize the issue. I have called them everyday and there has been a different excuse each time. I need the rest of my couch for the originally agreed upon amount or I need them to take their couch back

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 were gifted a LoveSac SuperSac and a cover a few months ago. When we were trying to install the cover (NOT the insert), the zipper separated. We tried calling LoveSac for support with THEIR product, and they said that they would not honor the warranty because it was a gift and that we didn't have the email of the purchaser. The person on the other end of the line was condescending towards me, and suggested that I fork out $250 on a clearance cover. Unless they replace or repair the broken cover, I will NOT be recommending LoveSac, and will, in fact, recommend that people stay away from them for not living up their supposedly high reputation.

• Initial Complaint

  Date:08/08/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 May 6, 2022, I purchased a Lovesac “Big One” bean bag chair for $1723.43. As of today, August 6, 2022. The order has still not been received. The company is telling me they see my payment, but they do not see an order from me. They say the solution is for IT to find the order and connect it to my payment. Well, in the three months since. I have spoken to eight people, four have allegedly started a case with IT, and the issue is still not resolved. The company has also not answered me multiple times when I have reached out to resolve this issue. I bought the Lovesac for my pregnant wife, who has problems getting comfortable and sleeping. Since the order, we have gone from the first to the third trimester, and we are now 11 weeks away from the baby's arrival. This is the worst service and shopping experience I’ve ever had.