Happy with the couch, not so happy with the customer service
TL;DR: received 85% of our order and now apparently have to wait 5 weeks for the rest of our covers despite never being told anything was on back order when we purchased in store.
We ordered our lovesac sactional on 8/23 in store. We were not told any of our pieces were on back order and were simply told to expect items to ship in 2-3 weeks. When I didn’t hear anything for a few weeks, I emailed lovesac and was told our (2) deep angled side piece covers and (7) standard angled side covers in the “quick ship” tonal chenille were on back order 6-8 weeks. This was a bit frustrating as like I said no one told us at the time of ordering that anything was on back order. But furniture usually takes awhile to ship so it wasn’t that big of a deal.
On 9/11 we got an email that our order had fully shipped and would arrive in less than 24 hours. Since we don’t have room to store the boxes, we scrambled to get rid of our current couch asap to prepare for the lovesac delivery. Yesterday we started unpacking and setting everything up and halfway through realized we only had the 2 deep angled side covers and none of the standard angled side covers. Since we already got rid of our old couch and had already started setting up the sactional, we really had no choice but to keep chugging along.
So now we have a bunch of back pieces with no covers and the two end pieces which we were able to put the plastic wrap over. I called today and was told the missing covers may not ship until 10/18. And that any possible damage that might occur to the inserts due to being uncovered would not be covered under warranty. We bought this couch because we have pets and kids and I definitely don’t love the idea of leaving any pieces uncovered for over a month. I don’t understand why they don’t just wait to ship everything out once it’s all ready?? Especially when it comes in 20 giant boxes that I’m sure many people don’t have room to store while they wait over a month for the final pieces. For an $8000 couch I would expect to have the whole thing at once even if it means waiting 8-10 weeks because some pieces are on back order (although I would also appreciate being told that at the time of purchase).
The couch is great, the assembly was tedious but not nearly as bad as I thought expected. But receiving an incomplete couch at this price point feels kind of ridiculous.
TL;DR: received 85% of our order and now apparently have to wait 5 weeks for the rest of our covers despite never being told anything was on back order when we purchased in store.
We ordered our lovesac sactional on 8/23 in store. We were not told any of our pieces were on back order and were simply told to expect items to ship in 2-3 weeks. When I didn’t hear anything for a few weeks, I emailed lovesac and was told our (2) deep angled side piece covers and (7) standard angled side covers in the “quick ship” tonal chenille were on back order 6-8 weeks. This was a bit frustrating as like I said no one told us at the time of ordering that anything was on back order. But furniture usually takes awhile to ship so it wasn’t that big of a deal.
On 9/11 we got an email that our order had fully shipped and would arrive in less than 24 hours. Since we don’t have room to store the boxes, we scrambled to get rid of our current couch asap to prepare for the lovesac delivery. Yesterday we started unpacking and setting everything up and halfway through realized we only had the 2 deep angled side covers and none of the standard angled side covers. Since we already got rid of our old couch and had already started setting up the sactional, we really had no choice but to keep chugging along.
So now we have a bunch of back pieces with no covers and the two end pieces which we were able to put the plastic wrap over. I called today and was told the missing covers may not ship until 10/18. And that any possible damage that might occur to the inserts due to being uncovered would not be covered under warranty. We bought this couch because we have pets and kids and I definitely don’t love the idea of leaving any pieces uncovered for over a month. I don’t understand why they don’t just wait to ship everything out once it’s all ready?? Especially when it comes in 20 giant boxes that I’m sure many people don’t have room to store while they wait over a month for the final pieces. For an $8000 couch I would expect to have the whole thing at once even if it means waiting 8-10 weeks because some pieces are on back order (although I would also appreciate being told that at the time of purchase).
The couch is great, the assembly was tedious but not nearly as bad as I thought expected. But receiving an incomplete couch at this price point feels kind of ridiculous.