Our Never-ending Stress for Dealing with Living Spaces

We went to the Living Spaces store in OKC as recommended by a co-worker, supposedly to just window shop for a king-sized bed and a mattress. The customer service in the store was excellent. We felt they can be trusted. We spent about $3700 for both items. We scheduled the delivery on a weekend so we won't have to take off.
Comes the delivery date, 2 guys showed up within the agreed time frame. One of the guys dropped the box by the door and cussed. Not to mention, the other guy hit my potted plant and cussed instead of apologizing. Because of the crack on the headboard (and neither of them reported to their boss that they dropped the box), we were told they will deliver a new headboard the following day (Sunday). Comes Sunday, we waited until 10am as we were told it will be in the morning, nobody showed up. We didn't get a call from Living Spaces. We searched for the number of the store and realized they only have a corporate 1800 number which directs you to a rep either outside of the US or within the US depending on rep availability. We were told the warehouse has to receice the damaged product first before they deliver a new one. In short, the delivery guy LIED to us.
We asked for the local store number and they don't have any.
They then set a delivery for Tuesday. We asked that it will be delivered after 4:30PM so we don't have to take off work. The customer service supervisor stated they will put a note on the ticket. Comes Tuesday, my husband got a text that delivery is between 12pm and 4pm, which is exactly outside the promised timeframe. They then delivered the item before 4:30PM. My husband was at work and could not answer their phone calls. While frustrated, he drove all the way to the store but had been nothing but polite telling them about our concern. The store gave us about $600-discount. However, due to low stock, Living Spaces had to get the headboard shipped from TX. Of course we again asked that the item be delivered the following Saturday. We were assured it will be delivered between 8 and 10am. We waited, until my husband got an email that the delivery has been rescheduled to Monday between 8am and 6pm. My husband drove to the store, he asked to speak to the general manager but the company denied the request and he just talked to a head cashier who refused to give another discount. Why would a general manager refuse to talk to a customer who had been dealing with a lot of inconveniences caused their company? - this speaks so much about a company that shouldn't be trusted. Aside from the fact that I filed a complaint to the email address *******@livingspaces.com and never got a reply.
So after a week of waiting and having to go back and forth between the store and the corporate number, we still do not have our bed delivered. The other parts of the frame including the mattress were left scatted in our masters bedroom. The store did not do their diligence to at least call their warehouse to address the issue, no additional discount given to compensate for the inconvenience and the manager refused to face us and address the issue.
So before you step your foot into any Living Spaces, think twice. No one would ever want to go through this stress especially when they refuse to make an effort to correct the service they failed to provide.
If there's an option for a zero star, I would go for it.

After a year, found the loveseat of my dreams. Sales folk and manager Greg at the SanTan store were truly amazing. Then they found damage. No other piece available, no idea how to clean stains. It's handmade 1 of a kind, carved in India. They give me 10% off but say it can't be returned. I drive home measure area again since these people can't be called. No phones in store. I return, agree to terms pay.Then there is a problem delivering damaged piece. They say they don't want to insure it or deliver the As is piece. No problem, the piece isn't meant for me so I decline the purchase. Manager Greg waived that issue. It's a Friday, I'm set up for Sunday delivery. I'm so excited. I wasn't sold, I purchased these piece from my heart. Cloud 9. I leave, stop off a purchase items I will need to repair couch.
I get a call from a sales person saying due to truck schedule, I will receive my couch Tuesday. I hesitate, say no problem, gives me more time to make space.
I rent a storage unit, moves some items into ir make room, I'm all set.
I received multiple confirmations on what to expect on arrival. Even received 1 confirmation that had the wrong date but they apologized and corrected the date immediately. I took the savings from the couch and put in towards their white glove service. All was confirmed multiple times. Thought this was the most organized company ever. Monday, was told I would receive an email with 4 hour delivery window for Tuesday delivery. By 6:00, I hadn't received that email.
I call 1800 customer service and ask about the window. They say the item was taken of the truck early in the morning since they don't deliver As is Items.
Meanwhile they are sending me confirmations with no intention on delivering the item. Never alerted me it was never coming. I drove back to the store, Greg isn't there, they were not contacted about the Couch being taken off the truck but could see it in the notes. Manager Greg's day off, I'm told he didn't have the authority to authorize the delivery I paid for.
I cancelled item since I can't pick up a 250lbs wooden couch. I asked for a refund immediately. They said it would depend on my bank. The next day I did see a pending charge but after a few days the charge was still pending. The bank said it had nothing to do with them, they are still waiting for Living Spaces to Return my money. Never got a call from Greg explaining what happened or apologizing for the debacle. Never was presented with a way to make it work, and still haven't been refunded.
That was my experience.

If I could rate Living Spaces zero stars I would. I have never had a customer service experience as poor as the one I endured with LS.

We had originally ordered a sectional couch on January 6th to be delivered within three weeks as advertised. Shortly after the order, I received an initial email stating a delivery window of January 21st to January 30th. A couple hours later, another email arrived confirming a delivery window of January 21st to January 29th (slight change). I was told we'd receive a call or email from the logistics company when the product was set to be delivered.

On January 24th, I went to check the LS site to track my order and there was no shipping link created at all, despite the site saying as much. Curious, I used the live chat to get confirmation as to what the status was. I'm told by someone named Derek that the order is now actually supposed to arrive at the logistics company between January 25th and February 3rd. Mind you, this is NOT how it's described in the emails I previously received. I figured I could wait a little bit longer since the couch was a perfect fit for my family.

A few days roll by and on January 31st I still haven't heard anything from logistics. So I call LS to find out was the deal is and I'm told the order itself wasn't even created in their system to notify logistics that anything even needed to be picked up. I asked to speak to a manager and I'm told I'll receive a call back in a half hour. After hearing nothing, I call back around an hour and a half later and speak with a "manager" named Oscar. Oscar tells me the order has been delayed because of weather, cutting against what was said prior regarding the shipment not being created. Never once was I notified that there would be a weather delay, but you'll certainly get plenty of spam messages from LS promoting seasonal deals and items that match your zodiac sign! Oscar said we could have a 10% discount and he'd speak to the logistics team to see if the order could be expedited. He calls back the next day and the order cannot be expedited and we'd be receiving $100 credit. I called him out on offering 10% initially and eventually he relented, but still blamed things on the weather, never once acknowledging that I was told the order was never created. The new delivery would be between February 14th and February 23rd.

Yesterday I receive a text message stating it is LS and that I needed to confirm our address for delivery on February 14th. I give my address and ask when they anticipate delivering. I hear nothing back. Today I go to the LS site to track the order and once I get to the logistics page, I still see no order created. So I call XPO Logistics (the company assigned my order) to see if they have tracking info. I give my name, phone, order number, EVERYTHING and they cannot find my order. So I call back LS to see what's going on and I'm told the logistics company hasn't even picked up the product yet and that the February 15th to 24rd window is when the LOGISTICS company would pick up and that it would be delivered at a later date. I end up calling the number that texted me, and I'm told that I wasn't supposed to get that text message and that my order wasn't ready yet. I immediately called back LS and got a refund.

LS is the single most unprofessional and disorganized companies I've ever had the displeasure of working with. Save yourself the time and stress and avoid this company at all costs.

Do NOT special order furniture from Living Spaces. I special ordered two ottomans and four pillows on October 16. I was told the pieces would be delivered between November 13-27. I financed in their o%deal. I was told I wouldn't be responsible to pay for any of it until it arrived in my home. (I was worried with it being special order that it would be wrong or not come in time, so I didn't want to pay until I received it). I knew from the get go that something was wrong. I got the receipt for the ottoman and pillows and I started getting notices about the ottomans being ordered but nothing about the pillows. I called the number ( you can't talk directly to the store) and they kept telling me they were ordered and it would all be fine. Then I received a bill for the pillows even though I was told I wouldn't until they arrived at my home. I called again and they said that is the way the pillows are and they would arrive in a few weeks. I called last week to check the status of everything since we are getting close to delivery time. Still told everything is fine.

Today (November 16) I get and email about setting up delivery of the ottomans. So I fill out the form on the automated system to get an update on the pillows. The email response says they will be delivered in 8 Weeks! So I call to see when the pillows are coming because 8 weeks can't be right. The first person tells me, the pillows were just ordered TODAY! Mind you I have already been charged for them and have paid the bill as it was due on November 15. So I ask to talk to a supervisor. I'm told that one would call me back in a few hours. I said no, I want to talk to one now. So after waiting on hold for a long time, the man comes back on, says hello, then hangs up. So I call again. After having to go through the whole situation again, because they won't just get the supervisor, I'm told the supervisors computer is down and he will call me back in 10 minutes. 40 minutes go by and no call. So I call back again. By this point I'm beyond mad. The lady tells me that supervisors have up to 48 hours to call you back. She looks and lo and behold the pillows were just ordered TODAY. She said they messed up on the order and had just caught it, which doesn't make since because I have been saying since day one something was wrong with the order.

So now, I'm having to wait for my local store to call me back, which again can be 24-48 hours to cancel the order.

I understand that people make mistakes. My issue is that I have said since the get go that something wasn't right but NOBODY would listen. They kept telling that it was all fine and the pillows would probably even arrive before the ottomans.

Their customer service department is nearly impossible to deal with and you can't talk to anyone local. If you want a furniture company that you can deal with and get answers from this is not it.

Buyer Beware! Sure Living Spaces is great when you are purchasing a product, but after you receive your new purchase all Customer Service goes out the window.
I will NEVER purchase anything from here again!
I have a 9 month old couch that is having upholstery issues and other issues. Living Spaces has a 1 year warranty, right?! I opened a claim, uploaded photos and the claim was approved for a technician to come out and to look at the couch. I have been shuffled between two technician companies and both companies do not have service technicians in my area.
Called Living Spaces to talk with them about the unavailability of the technicians they keep assigning to my claim.
That same day I received an email from the Warranty Department stating that now my claim is being denied for "normal wear and tear" but after the stores 1 year warranty expires, I can put in a claim to the extended warranty company (I purchased the extended warranty when I bought the couch) and see if they will help me.
In 8 days I went from my claim approved for a technician to look at the couch to my claim being denied for "normal wear and tear" AND NO ONE LOOKED AT THE COUCH.
The kicker, I called their Warranty Department (877)266-**** and the customer service rep that I spoke with refused to help because "you're claim was denied for normal wear and tear, sorry".
I read the numerous reviews of the HORRIBLE Customer Service tactics that Living Spaces uses - I ignored the reviews and purchased from them anyway. I wish that I had listened and never purchased from this disgusting company!

*9/19/22 - submitted a claim to warranty dept (couch is 9 months old)*9/24/22 - uploaded photos *10/11/22 - received email that couch was approved for technician visit*10/11/22-10/18/22 - multiple emails and phone calls to warranty department and two technician companies *10/18/2022 - called warranty department that the 2nd technician company did not have anyone to service my area.*10/18/2022 - received an email from Living Spaces warranty department that the warranty claim is NOT approved*10/19/22 - called claim department to discuss the approved claim on 10/11/22 and the now not approved claim (same claim). Customer Service rep said she can no longer help me. My claim is now denied!

Review Highlights
"The company was great about scheduling our delivery and even the delivery men were happy and on time and helpful." in 9 reviews

"I finally called the store I bought the chairs from which was the Huntington Beach location and they were fantastic." in 11 reviews

"On behalf on my family we are grateful for their assistance and compassion in our time of need!" in 9 reviews

Location & Hours
Map
6912 Edinger Ave

Huntington Beach, CA *******

Mon

10:00 AM - 9:00 PM

Tue

10:00 AM - 9:00 PM

Closed now
Wed

10:00 AM - 9:00 PM

Thu

10:00 AM - 9:00 PM

Fri

10:00 AM - 9:00 PM

Sat

10:00 AM - 9:00 PM

Sun

10:00 AM - 9:00 PM

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Masks required
Staff wears masks
Accepts Credit Cards
Accepts Android Pay

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Does this business have EV charging stations available?

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Q:

Do you take walk in or by appointment only?

A:

Hello, we are accepting walk-ins, however a mask and temperature check is required before entry is granted.

The Living Spaces Team LS T., Business Employee 2 years ago
Q:

Do you offer free shipping?

A:

Yes, we now offer Free 2-Day Shipping on orders over $500. For more details, please visit our Free Shipping page: https://www.livingspaces.com/delivery/free-shipping

The Living Spaces Team LS T., Business Employee 3 years ago
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Mark L.
Newport Beach, CA
5020
10/18/2022
The nerve of these people! I ordered bunk beds for my daughter with mattresses along with stairs and a trundle with a mattress. The bed and stairs were fine but the trundle was damaged (the finish was scraped up on both side and I think it was bent in delivery because it did not fit under the bed. When I called to facilitate a return it was a big ordeal that took 45 min. They ended up charging me a $59 dollar fee to come and pick up there damaged merchandise and they said that mattresses were final sale and they charged me a $30 re-stocking fee to take back the mattress. Imagine that! They sent me damaged product and then charged me $89 for me to return the damaged product. I guess buying from Living Spaces means there is a sucker born every day. It's a shame because we have spent 1000's of dollars at living spaces in the past and present and one thing is for sure, they will never, not as long as I live, get another penny of my hard earned money. I will also tell everyone I come across about my experience with company. There are many other furniture companies to chose from. I suggest you shop elsewhere.

Delivery and customer service is absolutely horrible. I purchased and still have not received $2000 worth of furniture which is accompanied with a restocking fee if canceled:

June 25th: ORDER 1 (not a special order) was placed; updated a delivery address discrepancy; living spaces confirmed my delivery address; living spaces provided an expected delivery date of July 9-18

July 4th: ORDER 2 (a special order) was placed; living spaces provided an expected delivery date of Aug 10-19

July 7th: living spaces contacted me stating that ORDER 1 was canceled and reordered because my delivery update placed on 6/25 was not approved

July 27th: I cantacted the delivery company concerning my order.

Aug 4th: Here was the response from the delivery company, "We have not yet received the order from Client. Please contact the client regarding this."

Aug 5th: I contacted living spaces and living spaces said ORDER 1 was transferred and should be arriving in 1 week from the local facility

Aug 7th: Living spaces canceled ORDER 1 with the following message "ITEMS LOST IN TRANSIT XPO NEVER RECEIVED CUSTOMER NEVER RECEIVED"; ORDER 1 (not a special order) was reordered again; living spaces provided an expected delivery date of Aug 23-31

Aug 21st: Did not receive ORDER 2 which was expected Aug 10-19. I contacted delivery and received only an automated confirmation response.

Aug 24th (today): I cantacted the delivery company again concerning ORDER 1 and ORDER 2. Here is the response, "At the moment the order status shows as not received. We have raised a concern with the local facility to check the whereabouts of the products. Once we have an update at our end we will share the same with you."

Most of the time, when buying things online, we take into consideration the length of time for delivery. LivingSpaces.com has a number of competitors whose delivery windows take longer, which is likely the reason you may purchase with them instead. Don't be fooled, though. They promise quick deliveries, but actually take just as long, if not longer, than their competition.

An order placed in mid-July had a delivery window of early August. Upon calling LivingSpaces *******300) in mid-August, I was informed they moved the delivery window two weeks later. They couldn't provide a reason for doing so, despite apologizing, and recommended I speak with their delivery partner, XPO Logistics *******861). Frankly, this should've been handled by them but I agreed to call them. XPO's response was that they don't have any record of my order, even after providing the phone number, shipping address, order number, and complete name, exactly as written in my order with LivingSpaces.com. They recommended I call their "Less than Truckload" number *******728). I did, and was transferred to another number *******797), upon entering my delivery zip code. The woman at that number said she didn't have my order number and recommended I call their courier service *******777), giving me another number. I called that number, it rang, and then went silent for about two minutes. On a whim, I stayed on the line, and Jasmine eventually connected. She asked for the order number and my phone number. I gave them to her and she said she had no record of my order and asked for a tracking number. I never received a tracking number, just an order confirmation number, and was told I would get a tracking number once the order shipped.

I told Jasmine to hold while I called LivingSpaces.com again and patched her on the line. LivingSpaces verified my information and I introduced them to XPO. LivingSpaces then told me the order hadn't been handed to XPO yet, but couldn't tell me why.

I politely let Jasmine disconnect and requested LivingSpaces escalate my ticket to find out why the order hadn't been handed to the delivery partner, why the delivery dates changed 16 days past when they were supposed to be scheduled, where my order was, and when I would receive it. LivingSpaces then informed me I would get a call within 48 hours with someone that might be able to answer these questions.

I STILL have no resolution on this order, however I AM resolved never to order things from them in the future with this kind of confusion, disorganization, and disregard for customer care.

Don't let the nice store employees and cool furniture fool you. When it comes to actually receiving your order, you'll seriously ask yourself if Ashton Kutcher is around cause it'll feel like your on an episode of Punk'd.

Boyfriend and I purchased a mattress and foundation here early June. The salesperson that helped us (who was awesome but seemed like he wasn't very familiar with the mattresses and pretty much just told us what was in stock). So we tried out different mattresses and found one we both agrees on which wouldn't be delivered until the following week which we were a bit upset about but what can you do right? So the following week comes and I get an email saying that the order is getting ready and to choose a delivery date and window... AWESOME! Chose a Friday morning delivery. Friday morning comes, and I check the status of the delivery and it says Order Not Scheduled. Confused, I call customer service to see what happened and they informed me due to quality control, they will not be delivering that day and will contact me within the next 24-48 hours with a status update. Super annoyed but what can you do right? I'd rather them reschedule then receive a defected mattress.

So the same things happens another 3 TIMES that they reschedule the delivery but wait until the day of to tell me its a "quality control" issue and they will contact me within the next 24-48 hours. Now i'm starting to think, maaaaybe I should just get a refund because its already been a month and the manufacturers of this mattress apparently can't build a mattress to pass specs. I call customer service and I'm on hold for about a minute, someone picks up... says hello... and then hangs up. I call back again... I'm on hold, someone picks up and hangs ups without saying anything. At this point I'm laughing cause it's funny and probably just trying to keep my cool while at work. So I call from my work phone thinking they've flagged my cell number or something, but you've guessed it... another hang up! I tell my boyfriend to call and same thing happens to him a few times until someone FINALLY talks to him. He explains the situation and the customer service rep explains that there's a quality control issue and they will contact us when they have a status update. Boyfriend says no need to worry, we want a refund. Then all of a sudden the customer service rep says she can't hear him and that she will call him back... ALRIGHT ASHTON YOU CAN COME OUT NOW! JOKE ISN'T FUNNY ANYMORE!

He is currently on the way to the store to talk to someone in person.

I could have waited until after he leaves the store to give a full review, but I am THAT annoyed and upset with this experience that I needed to give potential shoppers a warning... DO NOT SHOP HERE!

BUYER BEWARE of Living Spaces! I waited 4 1/2 months for my custom order. The communication from L. S. is literally nonexistent. They couldn't find my order when it was supposed to deliver, and it was 2 wks past due. I finally received an email 2 days later saying it was ready for delivery. I ordered a couch and loveseat in dark gray. This is what they delivered yesterday. Its garbage! Two different colors, damaged fabric and sewn wrong! The delivery guys took pictures and had me fill out an electronic report on the spot explaining the issues. They told me someone from L. S. would contact me within 30 minutes. I never received the call. The next day, I went to the store understandably upset expecting them to bend over backward to remedy this situation. I was met with manager Nick who was more interested in arguing with me about wearing a mask. I was informed the fabric was discontinued? Its only been 4 months! When I asked the Manager to contact the manufacturer to find out if there was enough fabric left to produce another 2 pieces, he told me no without even bothering to check. Discontinued and completely out of stock are two different things! He said in an apathetic tone of voice, I could pick out another fabric and reorder or get a refund. I decided to check and see if I liked any other fabrics. At that point, the manager called over a salesperson and then he walked away. The manager was a disinterested and disengaged prick. Coming to them with this outrageous mess, you would think the manager would have done and said everything possible to diffuse the situation and make sure I was taken care of. They could care less about customer service. The only person who apologized and was concerned, sweet and as helpful as possible was the young man at the service desk named Marcus Pitts. After the lackluster and tepid treatment I received, I went with the refund. No way was I about to give Living Spaces my business. I did get a voicemail a few days later from a supervisor who said she would contact me via email. Never received the email. As a matter of fact, I emailed L. S. and said I wanted to speak to someone at their corporate office and they have never responded back. I shopped at Haverty's, spent a bit more money but was treated like a queen especially after I told them about the L. S. debacle and showed them the photos of that mess. Think long and hard before you shop Living Spaces!