ComplaintsforLiving Spaces Furniture, LLC

• Initial Complaint

  11/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made a purchase on 10/24/24 of 2 Recliner Chairs (sales order # SO-*********) in the amount of $538.75. We had to wait 3 weeks before the chairs would be delivered. We were supposed to be able to pick up the 2 chairs on Monday 11/18/24. So I went there that morning to verify if the chairs were there and customer service informed me that they were not there. They verified my email address and said all they could do was to email me. I waited all day for an email and no one got back to me. They're not getting back to me to let me know when I'm going to receive my chairs. Please help me as I don't know what else to do. (These chairs have been paid in full at the time of purchase)

  Business response

  11/20/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. New inventory is not physically housed at our stores, the furniture on the showroom floor is display only items unless labeled and sold as-is. In this customers case they are receiving new inventory from the warehouse. Pickup items are delivered to the store on Tuesday, Thursday and Friday. We have confirmed that the chairs arrived on 11/19/2024 and are now ready for pick up. Our operations specialist attempted to contact the guest on 11/19/2024 but received a fast busy signal. Please visit the store between 12pm-8pm to pick up your order.

  Customer response

  11/20/2024

   
  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.
  Thank you for all your help.  After they received your email, the chairs seem to appear at the store for pickup that evening.

  We really appreciate your help and thank you again. Have a Wonderful Holiday,
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,I am writing to formally file a complaint against Living Spaces for what I believe to be misleading and fraudulent sales practices related to a 5-year care plan I purchased alongside a couch. I was promised by the salesperson that if I did not use the care plan within the 5-year term, I would receive a full refund. However, the actual process to claim this refund was not transparently communicated, and it appears to have been intentionally designed to make it nearly impossible to succeed.Specifically:Misrepresentation at the Point of Sale:I was explicitly told that I would receive my money back if I didnt use the care plan. At no time was I informed that this refund required submitting for a certificate or that there was a narrow 60-day window to claim it. Which I found out today when I emailed for refund. Consultant apologized but did not try to resolve it.Unclear and Misleading Terms:I was never provided with clear instructions or terms explaining how to claim the refund. I only discovered after the fact that submitting for a certificate was required, which was never disclosed to me when purchasing the plan.Deceptive Practices:It is my belief that this process was intentionally designed to make it difficult for customers to claim refunds, especially after 5 year period, effectively turning this care plan into a non-refundable purchase under false pretenses.I missed the 60-day claim window because I was unaware it existed, and I believe this entire process is fraudulent. Living Spaces misled me into purchasing the care plan with promises that were not honored, and this feels like a deliberate attempt to profit unfairly.Resolution Sought:I am requesting the following: A full refund of the care plan amount I paid, which is $206.25 Thank you for your attention to this *********** regards,**** ********

  Business response

  11/16/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. Guests that purchased the Carefree protection plan are given pamphlets at point of sale, the pamphlet details how to file a claim and provides details on how to redeem the win-win certificate at the end of the 5-year term. Per the win-win terms and conditions that are located on the back of the sales receipt as well as on our website; If you do not initiate a claim during the term of your Care Free Plan, you may be eligible to use the Care Free Plan Win-Win Certificate to apply the full purchase price of your Carefree Plan toward a future Living Spaces home furnishings purchase, subject to certain restrictions. Please refer to your Win -Win Certificate for the full Win-Win Terms and Conditions or log on to ****************************************************************************************************************************.
  
  Guests are eligible to receive the Win-Win Coupon once the 5 years have elapsed since the order has been delivered and no service claims were made on any items during the 5 years of coverage. The Win-Win Certificate will be equal to the purchase price of the Carefree Plan. A minimum Living Spaces home furnishing product(s) purchase equal to two times the value of the coupon is required for redemption and the coupon must be used within 60 days after the 5-year (or 10-year for adjustable bed) plan coverage expires. The certificate may not be applied to a prior purchase or towards the cost of sales tax, delivery, or a new Carefree Plan. 

  Once the Win-Win voucher becomes available for use, guests are sent an email prompting them to contact Living Spaces or visit one of our retail stores to take advantage of the offer. Upon reviewing the account details, we noticed that the email address associated with this complaint is different from the one on file, as well as the names. As a gesture of goodwill, we will reinstate the certificate and give the customer 90 days to use the credit as this certificate holds no cash value and cannot be redeemed or exchanged for money. Please note, a minimum Living Spaces purchase equal to two times the value of the certificate is required in order to redeem the voucher. 

  Customer response

  11/17/2024

   
  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. The only question is how to proceed and how to obtain this certificate, because it is still shown as unavailable. How to apply for it?

  Thank you.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a bedroom set 10/11/2024 was told the dressers and night stands were on back order eta 11/12/2024 to find out 11/12/2024 that the items are now pushed back 12/27/2024. I went to the store to see displayed items to see them damaged even being offered 5% off I said no. Refund me my money after having the bed for ******************************************************************************************* stock. Called corporate number to get ******* to answer to say oh your items are avail for delivery and in stock not to worry they would deliver today. I wait till 11pm at night for the delivery company to bring me the floor models wrapped in blankets and plastic. I made him take them back. They are cracked broken scratched and peeling. I can not believe they would not think I would not know they were the display model.

  Business response

  11/15/2024

  We appreciate you bringing your concerns to our attention and apologize for the overall unpleasant experience. We have shared the details of this complaint with upper management for further review and will provide the customer with an update once a response is received. 

  Customer response

  11/15/2024

   
  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. I have recieved a call back from the commercial team and they have resolved my matter. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction is October 15, 2024. The amount of money I paid the business is $1720.09. the business committed to provide me with a full refund in the amount of $1720.09. The nature of the dispute is that the living spaces company has issued a partial refund in the amount of $1184.26 and not the full amount. Living spaces delivered my furniture to the wrong house. We are still waiting for the remaining $535.83 from Living Spaces. The manager ******** at living spaces said they already issued the refund and there is no balance due. ******* has confirmed there is no refund in the account. On November 12, we reached out to ******** and ******* from the management team. They told me the funds would be in my account in five to seven business days. On the email response I was told If I do not receive the funds by November 12, 2024 then I should give them a call. I have called ******** and emailed ******* to discuss this matter and the refund has not been issued to my account. ******** sent an email message with a copy of a refund for $535.83 and said they already processed the refund. However ******* the supervisor at ************ confirmed that the funds have not posted to the account. It has been over five to seven business days.

  Business response

  11/13/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. Upon speaking with our accounting department, we were advised that the $535.83 refund was issued on 11/1/2024. There is a 5-7 business day *** for the funds to reflect the original payment method, excluding weekends and holidays. The guest can have their bank reference transaction ID ***************** as proof of refund. 

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a couch that fell apart part like 2 months later it took him like 3 months late to get it to us so we called them back a month later and they told us we had to use their warranty department so we called their warranty department then we turned it into them they came out and brought us a whole brand new couch and made us keep the old one not a big deal then two months later they're cushions came apart again they all started separating so we called them up to fix them we've been doing this for like 2 years having them come to fix them and they don't come take care of it now when I call them I get on the phone and all I get is a message machine and they tell me to call this other number I call this other number and I'm on the phone for a half an hour to an hour with nobody answering finally the phone hangs up I've been dealing with them I guarantee you I've called Living Spaces 20 times in the last 3 years to get a couch loveseat and a ottoman fixed with no avail I would like all my money back please

  Business response

  11/12/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. We have shared the details of this complaint with our warranty department for a thorough review. We will advise of the next steps once a response is received. 

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional from living Spaces arriving at my home Oct 3 At delivery I told the young man that the bottom was not attach and the side connecting latch was on the wrong side facing out .. he took pics never passing these on. He even signed a form in my name that I knew nothing about . I have copies and documentation on all this When he left I called Living Spaces to tell them about all the flaws in this sectional. He said I would get an email where I could upload all the things wrong .. I never heard back I went to the store filed a complaint they uploaded all the pics and made a Claim Ticket No ***************************************************************** for someone to come and see the many thing wrong with this sectional .. always brushed me off I eventually call them with a threatening call saying if I didnt hear from someone I would take it further Next morning I received a call from Furniture Solutions that would come and view it , they could come till Oct 30 they arrived to say this sectional is not repairable I said I need to talk to manager .. now it has been one month this sleek talking manager called me this morning telling me they can fix some of the problems .. but the lime green fillings in all the pillow on the white sofa are standard and they do not show thru he must be color blind And the brown stitches on the throw pillow are normal .. no zippers no inner covers just a mass of lime green filling . I told him I was at the point I need this to be returned he said they do not take back custom pieces I signed up for perfect sectional for over $3000 and everything that is wrong with this is not acceptable Can I send you photos .. cushion does not match base, catches on wrong side, pillows not straight, bottom hanging on he floor, no zippers on pillows with brown thread and best off all a mass of line green filling all this has taken them one month to get back to me

  Business response

  11/08/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. After review of the account, we show the guest spoke with our warranty department and reported that the 1. green filling in pillows is visible through the fabric, 2. green filling shoved inside pillows without separate casing, 3. white throw pillows sewn with tan thread and here is no zipper; therefore, the pillows cannot be cleaned. 4. Dirty white Throw Pillow Upon arrival, 5. all pillows and throw pillows are not standing square and they are very poor quality.  ******* fabric underneath is hanging down and not attached to the sofa, 7. silver latch installed on the incorrect chair, and they do not want a tech visit due to the fact they fee that holes will be left over and does not want that shown to their guests. 8. Chaise width is 41", not 44" as advertise. 9. Delivery Driver ***** ******* forged their name on the delivery receipt, and they never signed any paper after delivery. 

  The guest was advised by a warranty supervisor that, issues 1 through 3 are not defects. Issue 4 can be cleaned by a tech. Issue 5 not a defect as they are pillows which will not stand straight up. Issue 6 can be repaired by tech. Issue 7 offered to replace the armless chair. Issue 8 advised tear sheet states that dimensions may vary, and her chaise is still within acceptable dimensions.  Guest stated she simply did not want the sectional; the guest was advised Special order items are final sale and are not eligible for return. Living Spaces reserves the right to try and repair the items before exploring other options. We will advise our dispatch managers of the signature discrepancy and request an investigation. Management will follow up with the customer directly, should they need more information.  

  
  
  
  
  

  
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible service. I spent $2,500 on a dinette set 8 months ago. The tabletop is splitting at a seam. I initiated the warranty process. The tech came to my home & confirmed that it was a manufacturer defect. He told me that the store would have to replace the item as it was not fixable. The following day, I got a call from customer service saying they would not replace or repair anything. Instead, they blamed it on me and my husband, saying that we likely left it outside or exposed it to the elements. I appealed the denial and was told that someone would contact me again withon 3 days. After waiting 5 days, i called them. Again, I was denied any further help with this problem.

  Business response

  11/06/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. Upon further review of the account, we show that the claim was denied due to the veneer lifting, which may be due to moisture. Please advise if there was a spill on the table or if a water-based cleaning product was used. 

  Customer response

  11/06/2024

   
  Complaint: 22517872
  
  I am rejecting this response because: they are not offering a solution, instead asking the same question that I have already answered twice. NO, THERE WAS NO WATER SPILLED ON THE ***** AND NO, WATER BASED CLEANING PRODUCTS HAVE NOT BEEN USED ON THE *****.
  
  Sincerely,

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

  Business response

  11/07/2024

  Blistered, lifted, loose, cracked, broken, chipped or missing veneer is most likely due to the furniture piece being exposed to direct sunlight, too much humidity or has simply been abused. This is not considered a 
  defect. A very thin layer of hardwood veneer is often glued over a less-expensive piece of wood furniture. Although veneer is usually durable, placing warm or damp objects on the veneer can cause the glue bond to fail. When the glue bond fails, bubbles can form on the surface of the wood veneer. These changes can cause the laminate to pull away from the wood base that its been glued to. We are unable to move forward with this claim as the reported issues are not covered. 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased this dinning room 10/3 on 10/4 went back to the store to purchase the insurance. I was told they were busy and they would call me back. Days later I noticed the tables finish is peeling off. Went in and they advised that the time to buy the insurance is over when I had gone right on time to get it and was dismissed. They said they couldnt do anything there, filed a claim on line and they are aware of this model of table having this issue, they offered me a percentage back that would come out to less than what it would cost me to fix the problem. I would like an exchange and the insurance for this table and actual customer service that takes our concerns into consideration and not be dismissive its a considerable expense we did for it to have poor quality.

  Business response

  11/05/2024

  We appreciate you bringing your concerns to our attention and apologize for the overall unpleasant experience. The details and pictures have been shared with management for further assessment. We will provide an update of the next steps once a response is received. 

  Customer response

  11/05/2024

   
  Complaint: 22514155
  
  I am rejecting this response because: there was no response in regards to this matter for a month now I have been trying to get this issue resolved and they didnt give me a response yet or any options. 
  
  Sincerely,
  
  ********* ******

  Business response

  11/07/2024

  Management is aware of the reported issues, we will provide an update once a response is received. 

  Customer response

  11/08/2024

   
  Complaint: 22514155
  
  I am rejecting this response because: again I am not getting a straight answer,  Im being given the runaround just like I did in store when I went a day later to purchase insurance. No one ever has a straight answer.  Nobody knows whats going on,  its over a month and I cant get an answer or help.  It was a pricey table that was paid for already and the quality is not great.  Its unacceptable to have such bad customer service.  
  
  Sincerely,
  
  ********* ******

  Business response

  11/13/2024

  Per our warranty manager, reports of chipping on this item are not common. Management is currently in talks with the vendor regarding this issue. The guest can choose to keep the item as-is for a 15% discount or exchange the item. If they opt for the exchange, the protection plan can be added to the new item at an additional cost, for which the guest will be responsible for. To take advantage of the offer please give us a call at **************.

  Customer response

  11/19/2024

   
  Complaint: 22514155
  
  I am rejecting this response because:
  
  

  Ive called several times and I cant get through with anyone.  Also left my number for a call back and never received any call back. 
  

  
  Sincerely,
  
  ********* ******

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A year and a month ago, I bought my bed from Living Spaces. This is my first home and the first time Im buying furniture myself, so I was inexperienced. I paid extra for assembly, but once the bed had been assembled and their team had left, I noticed the leg was crooked. I thought it to be just an aesthetic issue at first, as it didnt seem significant, so I let it go. But over time it kept getting worse, and the bed was beginning to be swayed to the side. I put up with it and would continue to do so, if only it hadnt suddenly gotten completely ********* the bed looks like it might topple over any minute, and I have a cat that constantly goes under the bed so Im scared for his safety. I also am afraid it might fall when Im sleeping on it. Therefore I decided to reach out to Living Spaces at this point, but they were far from helpful. All they stated was that the warranty period was over (by a month) and that there was nothing they could do.I am extremely disappointed and wont be buying from Living Spaces ever again. I do not suggest anyone does so either. I understand that a store will have their policies and limited warranty periods, but customer satisfaction and happiness should supersede everything else. All I asked for was a replacement or repair of the legs, not the entire bed!And the fault lies completely on the company to begin with. My only fault has been trying to be understanding that mistakes happen and putting up with it for as long as I could. I wish I wouldve gotten a whole replacement the first day I noticed.This is not how you should be treating your unproblematic customers. Im sorry to report they have zero regard for customer satisfaction.

  Business response

  11/06/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. Living Spaces allows for returns or exchanges within 7 days of delivery or pickup, and most furniture includes a 1-year manufactures warranty. Guests are encouraged to report any issues during the warranty period to avoid a denied claim. Unfortunately, the guest did not purchase the protection plan, and the manufactures warranty has expired. We are unable to proceed with the claim. Guests may contact one of our repair partners, ***, for assistance at ************** or **************. Please note that any fees for assessment and repair will be the responsibility of the customer. 

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Leather sectional has 2 wireless charging consoles. The first ones heat up to the extent they caused my phone to shut off and burned my fingers. Living Spaces replaced the consoles (they refused to take the old ones) and the same problem is happening. I've tried several times to contact them including writing an email to the CEO, who never responded. The best they offered me was 30% off and to unplug the consoles and not use the wireless charging. I wrote back that I did not want 30% off I want to use what I paid for. I would like my money back so I can purchase another sectional. I called several times and no one is willing to help me, I am told a supervisor will call me back and it does not happen. I am 72 years old and on a fixed income, this is a great deal of money to me.

  Business response

  10/25/2024

  Thank you for bringing your concerns to our attention and we apologize for the overall unpleasant experience. We have shared the details of this complaint with management and was advised that we will need to bring the two consoles in for assessment. Please give us a call at ************** to arrange pickup. At this time, we are offering two options to the guest. The first option is to reselect a different sectional, with this option the guest is responsible for disposal of the remaining 5 pieces as we do not need those items back. The second option is a full refund for all 7 pieces; we will still pick up the two center consoles, and the guest will still be responsible for disposal of the other 5 pieces. Please let us know which option works best. 

  Please advise if there were any additional injuries and if you or anyone utilizing the chair sought medical attention. Additionally, please specify the make and model of the phone that powered off while plugged into the wireless charging port.

   

*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. ↩