Lovesac レビュー 87

Adult owned sectional. The cushions have deteriorated and are deformed after 4 1/2 years. According to Customer Care the Lifetime Guarantee is 3 years. This is the Email reply I received Regrettably, we are unable to provide a warranty replacement, as your order falls outside of the coverage period. We apologize for any inconvenience this may cause and appreciate your understanding. For your reference, you can find our warranty details at the link below.
Lovesac Warranties by Product. That a very short Lifetime. My wife and I were told by the store associates that they have a Lifetime Guarantee on everything except covers and the brochure that was handed to us says Seats and Sides are Guaranteed for life. (see picture) Looks like I will be taking trips to the LOVESAC stores with my Deformed Cushions every Saturday and Sunday until they own up to their Warranty. LOVESAC is not delivering what they are selling. .For the price they are asking You may want to rethink your options. Good Luck.

I am writing regarding my Lovesac Big One order, placed on February 9, 2026.

At the time, I was told the delay was due to the cover being backordered, and that the insert itself was in stock. After an extremely long wait of approximately 9 weeks, I have now received the cover — but I still have not received the insert.

At this point, I am beyond frustrated.

I have contacted customer service multiple times, and every single time I am given the same generic response: “You should hear something in 24–48 hours.” That has now happened repeatedly, with no meaningful follow-up, no clear explanation, and no actual resolution.

This is not acceptable.

I paid a significant amount of money for this order, and at this point it feels like I have paid for a product that your company has failed to deliver while continuing to delay and avoid giving me a straight answer.

To make matters worse, I have also had an extremely difficult time trying to reach a supervisor or someone with actual authority to resolve this issue.

I am requesting the following immediately:

A clear and specific update on the status of my insert

A firm shipping date — not another vague promise of follow-up

Direct contact from a supervisor or manager who can resolve this issue

If this order cannot be fulfilled immediately, I want to know what Lovesac intends to do to make this right

Please understand that I have been more than patient. That patience is gone. And now I really feel like I’m being swindled.

We waited 4 months for our Supersac and then all we received was the cover without the insert so all I have now is a $700 glorified pillow cover and my children are really disappointed. I have no idea when we will receive the insert and the customer service is non-existent. I'm thinking of just demanding a refund and finding a different company.

I am sorry to be so negative, but I was very disappointed with the entire experience, from shopping to delivery to service and the product itself. A bad investment of $4,600! At least they take returns and I got my money back - and I bought a sofa elsewhere. I do not suggest buying from them.

Buying: I was getting very confused at the store. She knew the product very well but raced through the explanation assuming I knew the product too. That said, she was SOOOO nice! Just a poor presenter.

Delivery and Installation: Then there was the issue of putting it all together. I asked the store if you had a service to put it together. They said no, I should try Google or Task Rabbit. I was stunned that you don't offer a service. Please make sure you don't boast about customer service on your website! Then they delivered all of the boxes to my apartment building's lobby. The boxes were quite heavy. Despite being 68 and a runner, I had to find someone to get all of the heavy boxes to my place.

The store provided no set up instructions. I was stunned to have been told the pictures on the outside of the boxes showed what to do. No! There were numerous parts but only like 4 renderings. I was blown away that i was not given or emailed installation instructions. While most pieces were not rocket science, the recliner was. I called the store to see if you had videos. They sent them to me. It took me about 4 hours to put together the 3 pieces.

Product: Once done, it didn't look good. The covers were not a great fit...yes I had to put it together, but it's hard to get the covers perfectly on the pieces. Plus, the sofa simply was not comfortable. And I could not even lay down with my 13 pound mini-dachshund...not wide enough for both of us. And then there was the recliner...grrrrrr, clickkkk, grrrr...lound grinding noises as it slowly would open or close...and it was not sturdy.

Returning: Thank goodness when I called they were nice when I said I wanted to return the product. Based on my experience and the other reviews I've seen, I'm guessing the were used to it as a decent number of people probably asked to return the product. She said they would ship boxes. I got that I had to put things in boxes. "How long will it take to get the boxes?" I was told up to 3 weeks. 3 weeks to ship boxes. Yikes! Making matters worse is that they only sent 8...and I needed 12. They should have known how many I needed!!!! And they noted they did not have a box for the tray. I had to go to a shipping store and buy 4 large boxes.

Packing: So all these boxes. What to do next? How to pack? No instructions. I emailed and called the store as to no surprise...there were no instructions. So I started taking everything apart and boxing things. That evening and the next day I got an email with instructions from two different people. Too late as everything was packed. And the two emailed instructions were different. I replied that since it took so long to hear back, I did the best I could and everything was in a box.

Thankfully I got a full refund. And went and bought a new sofa elsewhere.

The couches don’t fit together correctly. We attempted fixes found on Reddit, but they didn’t work. We requested a replacement piece which came… it was the WRONG piece. It also didn’t come with ANY of the parts or the cover.

Their customer service and quality is atrocious and I regret this purchase in every way.

We got the initial order very quickly and were impressed. But when we started putting everything together we realized that that they had sent the wrong covers. It took more than two weeks to get the correct ones. So we had to assemble all the furniture and sit on it bare for over two weeks. Then we had to disassemble everything and put on the correct covers. We also had to deal with boxing up and returning the old covers. Now one of the recliners has stopped working. We let them know several days ago and they are yet to respond. All of this has happened in the first month of our purchase. We spent over $10,000.00 on this sectional and are very disappointed at this company’ s lack of responsiveness to these issues. We aren’t happy.

I’ve had my couch since late 2023. I absolutely love it and just purchased my next set of covers.

I will say that it does feel slightly overpriced and I haven’t had any issues yet that have warranted needing to contact customer service. But my local Lovesac store associates are always incredibly helpful!

While couch works for us (we bought this in July 2024 at the Corte Madera Store in CA) the Stealth System that I paid $2500 extra for is a complete waste of time and effort. The system goes in and out whenever it feels like it despite multiple calls to a technician. The system will not even work with 5.1 surround sound-as advertised (the dialogue comes from the surround speakers NOT the center speaker). It doesn't work with dolby atmos. I just decided to ditch the system and go back to my SONOS system to actually watch movies. The sound system is complete waste of time and effort (sounds good in the store) and the couch is adequate (although you won't be storing anything under the couch as it's a pain). When I bought the couch I had to go back and forth to store several times as they sent the wrong sized couch covers). The employees even gave me a couch tray as they felt sorry for me

I am extremely disappointed with my recent purchase from Lovesac. We received our Sactional on 2/03/2026, and the reclining seat stopped working on day one. For a product at this price point, that is completely unacceptable.

When I contacted customer service, I was told the issue would be expedited. However, after following up two days later, I was informed that their internal approval process alone can take 3–5 days, and then it can take up to 14 additional days just to ship the replacement part. That is not what I consider “expedited.”

On top of that, we specifically paid extra for the Lovesoft fill, but the cushions were not clearly labeled. After questioning it, we discovered we were actually sent the standard fill instead. Customer service acknowledged it was a mis-ship and asked me to send a photo, which I did immediately. After three days of hearing nothing, I followed up again and was then told they needed pictures of all four cushions. No one proactively reached out to me — every update has required me to chase them down.

At this point, I am still waiting for shipping confirmation to receive the product I paid for but never received. Between a recliner failing on day one and receiving the wrong fill, this has been a frustrating and exhausting experience. For a premium brand that markets itself as high-quality and customer-focused, this has been anything but.

I expected far better quality control and customer service from Lovesac.

I spent over $10,000 at the LoveSac store in Tyler, and what should have been an exciting purchase turned into one of the most frustrating retail experiences I’ve ever had.

I originally ordered my sofa through the manager at the time, Josh. Shortly after, he left, and the new manager, Tasha, took over. From that point on, communication and follow-through completely broke down.

One back pillow was on backorder and was holding up shipment of the entire sofa. I was told a ticket would be created to ship the available pieces. It was never created. I provided my delivery address to the store FOUR separate times. When I finally called corporate to check the status, I learned no ticket had been submitted and they still had a PO Box listed for delivery. Even after repeated confirmations of my correct address — five total times between the store and corporate — the delay continued. It took over a month to finally receive my sofa.

When I called to formally address the situation, Tasha was argumentative and blamed me for the delay, claiming I had not provided the correct address. That was simply not true.

Unfortunately, the issues did not end there. I decided to exchange four angled backs for standard backs. I was required to pay $1,000 out of pocket for the replacements and was told I would receive a refund once the originals were returned. I complied.

I was told return labels would be sent by Wednesday. They were not. I had to follow up to receive them. When they arrived, they were QR codes, and I was instructed to place two per box. I followed those directions exactly and scheduled FedEx pickup.

Three days later, FedEx returned the boxes, stating the labels were invalid.

When I called the store again, I even offered to provide FedEx’s contact information so the issue could be resolved quickly. I was told there was “no point” in the store calling, that she had “done her job,” and that the rest was now on me to handle.

The labels were issued by the store. I followed their instructions. Refusing to assist with a shipping issue tied directly to their own transaction — after a $10,000 purchase — shows a complete lack of ownership and customer care.

I am now left with parts I cannot use, money tied up in exchanges, and a manager unwilling to resolve problems that originated within the store.

This experience was marked by delays, poor communication, lack of accountability, and dismissive customer service. I would strongly recommend shopping at another LoveSac location or another retailer entirely.

Save yourself the stress.

Customer service stopped responding to me after I complained that the pillow sac was advertised to be 6'3 long but once inside the cover shrinks to 5 foot 5. They simply said to take out some of the foam and that there was nothing wrong with my custom cut cover. Not happy for spending $950 here and feeling neglected shame on you lovesac.

Purchasing a LoveSac Sactional was the worst purchase I have ever made. It is massively overpriced and designed in a way that creates long term usability and sanitation problems.
The couch arrives in an excessive number of boxes with every piece shipped separately. Assembly took an entire day. LoveSac advertises a 60 day return policy but once the Sactional is assembled it is unrealistic to take it apart and repackage it. The design makes returns impractical.
In the store customers are sold on comfort and customizability. The comfort lasts about a month before the cushions compress sag and shift. The customizability means every piece must be built by the customer which turns into hours of labor.
The Sactional relies almost entirely on Velcro to hold covers and cushions in place. Over time the Velcro and fabric fray and lose grip. The covers never align properly and the couch constantly looks messy and poorly fitted.
The most serious issue is that bed bugs were able to infest the internal structure of the couch. While the bugs did not come from LoveSac the design of the Sactional includes deep seams layers and internal crevices that create hiding places that cannot be treated even by professionals. After three professional pest treatments the infestation persists. The couch is now unsanitary and unusable.
LoveSac only offered to replace covers which does not address the infestation inside the couch. I am likely going to have to throw away a couch that I still owe money on and purchase another one from a different company.
This product was marketed as premium and customizable but in reality it is poorly designed difficult to maintain and a financial loss. I am requesting relief due to a defective design that has rendered the product unusable.

This company used to be top notch. 12/20 we ordered 3 footsacs. As of 1/10/26 we have not received them, they have not shipped them, they have not replied to any inquiry. They are unreachable.

I do not know what happened to this company but Buyer Beware! They are not reputable or reliable anymore.

I’m writing this after finally receiving and completing my sectional — and to be clear, the build quality is excellent. I’m genuinely happy with the finished product.

Unfortunately, the experience getting there was far worse than it should have been for a brand positioned (and priced) as premium.

I originally placed my order around Labor Day 2025. Some pieces arrived about six weeks later (quick-ship fabrics), which was reasonable. However, the order wasn’t fully completed until December 8th. What should have been a straightforward fulfillment turned into months of piecemeal deliveries, uncertainty, and repeated follow-ups on my end.

The biggest issues weren’t manufacturing — they were logistics and communication:
* Missed or shifting delivery expectations
* Long gaps with no proactive updates
* Having to repeatedly contact support to get basic status information
* No clear ownership of the issue from start to finish

Customer service was polite, but ineffective. Each interaction felt like starting over, with lots of escalation language and little visible progress.

At this price point, customers shouldn’t be managing their own order fulfillment or chasing answers. The product ultimately lived up to expectations — the experience absolutely did not.

Lovesac relies heavily on FedEx for delivery, and in my case this significantly contributed to the delays and overall frustration. If you’ve had poor experiences with FedEx in the past, that’s worth factoring into your decision. For large, expensive, time-sensitive deliveries, carrier reliability matters — and this was a weak link in an already strained process.

If Lovesac can fix its delivery coordination and customer communication, this would be a much stronger brand. As it stands, I love what I bought, but I would hesitate before going through this process again.

Junk product, guaranteed to cause you a lot of work, a wasted paycheck, and a trip to the landfill and that added work and cost:

I purchased a large love sac and when we got it, there wasn't enough fill in it. It would just hollow out in the middle and you'd be sitting on the living room floor in a hole. I thought they acted correctly in sending more fill for free, and another love sac on top of that. Who can beat that, right? Yeah right. The love sac they sent was obviously some rejected unit that had fill in it that looked like they put a 1970's couch through a shredder. You sat on foam clumps enveloped in their over priced bag that you buy separately. Same story too. Not even enough fill to sit in it without touching the floor. I'm not a 300 pounder either. I'm an average sized adult. So I call them and ask them what kind of company are they running? Instead of fixing the problem, they give me two problems.

So then email communication ensues and they agree to send more fill. You know....that I have to put inside the bag after breaking into their double zipper with the inner zipper missing the handle and permanently locked in place. I had to use pliers to break that zipper. So then I'm in. I open the boxes of fill they sent and proceeded to try and fill this thing. I started all this at 6am this morning and it's 8am now. My living room looks like a foam confetti party went on a little too long and about 30% of the foam is spread far and wide through my living room and part of the kitchen.

If I could give negative stars for this company, I would do it without questioning it. They offer the illusion of wonderful customer service, but that is just to mask the abysmal experience you will encounter when you get their product into your home. After that, you will regret ever taking a chance on a product that could be great, but is pure garbage. They will probably offer me more fill or another defective love sac after they see this review, but the only thing I want is my money back. These sacs are going to the dump now and we'll stick to traditional furnishings from now on. How awful, to have to write a review like this. Sad but true though.

I am upgrading my review from 2 stars to 3 stars because Lovesac did come through with their promises. They provided us the missing cushion and refunded us for the one we purchased, they posted my review to their website, they fixed the wifi problem at the El Paseo store in Palm Desert and they refunded us 10% of our total order (without me asking for it). I feel that Lovesac is endeavoring to do better and would consider purchasing more products in the future as the furniture is of good quality now that the hassle of assembly is behind us.

PREVIOUS REVIEW:
We visited the new Lovesac showroom on El Paseo in Palm Desert on 11/26/25 to shop for new living room furniture. We decided to purchase 2 sofas, 3 chairs and some covers for $10,000. Their payment machine wasn't working as they claimed their internet was spotty, so they emailed me a link to pay for it when we got home. I tried to pay for the furniture several times but the link was not working. So I drive back to Lovesac the following day and their machine declined my card, which made the arrogant sales clerk named Alan say to me that we must not have the funds to pay for it on our debit card. Such shade. I'm wearing earrings worth 5 times that...just saying. I drive to my bank and the clerk looks into the debit card problem, and it turns out that my bank had not honored the transaction because of the multiple attempts I made to pay Lovesac through their emailed link flagged my account as potential fraud by Lovesac. I was able to have that lifted, drove back and after multiple attempts with the spotty internet, was able to finally make my purchase. Half a day gone for me.

The furniture was delivered on 12/3/25 in about 20 cardboard boxes. We hired a handyman to put them together, and after looking at some of the pieces, he declined the project because it was too difficult. We had to call another handyman service which resulted in 8 hours of labor for $500; the Lovesac folks like to say their furniture is easy to assemble but that is straight up BS. I don't really care about the $500, but we had an empty living room for 4 days while we got someone here to put them together which was an inconvenience we hadn't planned on. After the furniture was finally in place and the mountain of boxes disposed of, we see that one of the sofa cushions is the wrong size, and we are missing 2 of the pneumatic devices for the sofa. We called the store and were told that we had to go through their 800 customer service line to have the problem corrected. An hour later, we were told that we had to go through the store to have the problem taken care of. So we drive to the store and at 4:10 PM the door is locked and no one is answering the phone, even though they close at 6 PM. I even texted their staff and got no reply. We called the next day and then the next day with no answer at the store - seriously!

On the third day Juan answered the phone, and he assured us he would be at the store that day. We printed out the text from the Lovesac website that says that customers with delivery problems were to take it up with THE STORE, and we rushed over to the store on El Paseo hoping that Juan would actually still be there. Juan was there but in disbelief that the store had any responsibility; he eventually agreed to get us the correct size cushion and missing accessories which he would order on 12/5/25. We called the store at 11:30 AM on 12/5 to make sure that the order had been placed but again...no one answers the phone! We called again later that afternoon, then again over the next 2 following days and literally they never answered during business hours. We broke down and ordered the missing sofa cushion online because we are hosting a large family Christmas Eve event, only to find out it won't be delivered in time. As of this day we have not heard back from Juan.

Lovesac is by far the worst customer service experience we've ever had and I am amazed at how an actual brick and mortar store is closed up tight during business hours and doesn't answer their phone. Lovesac does not value your time and they will give you the worst run around of your life. This would have been a 1 star review but giving it 2 stars because the actual product is decent - l just hope we'll have all the correct pieces someday.

Read Customer Service reviews before moving forward with this brand.

One of the worst transactions I have ever made. I ordered a custom City Sac with 8-10 week lead time. I was sent the insert 4 weeks ago and still have no idea when the cover is coming. It’s week 11 and their customer service department doesn’t exist. Chat, email, text no response. I assume they sent me the insert to hold me over but I have nowhere to put it. Note to self never buy an $800 bean bag again

I’ve bought multiple times from LoveSac. I have their sky grey corded velvet sactional (4 seats and 5 sides). This couch was able to “grow” with me as I moved from a studio apartment into a 1 bedroom apartment. I also have the PillowSac Accent Chair in black. It is AMAZING! I’ve only needed to contact customer service two times regarding refer a friend discounts and each time they were quick to respond and also gave me my discount both times. Lastly I love the extra 5% for hero’s (nurses, teachers, etc). I am addicted to LoveSac lol. Once I get even more space in the future, I will add even more LoveSac furniture!

Great salesmen but full of BS. Avoid, avoid, avoid! To begin, we were told it is very easy to set up - wrong!! It took five hours for our couch. The next thing is we were told it is very easy to clean off pet hair, etc. and remove covers to wash in machine - wrong!! The pet hair gets in between the fibers and is impossible to get rid of. Taking the cover slips off and on is like tackling a gorilla. This is an over-priced marketing scam - please do not buy!!

I received my Sactional within a week of ordering. Very pleased by that. The customer service was exceptional, and the showroom employees are great. However, they did tell me, a sixty something woman, that I would have no problem setting it up. There is no way in Hell that I could have done that. My boyfriend set it up and it took him 12 hours to do it himself with minimal help from me. The set up could have easily ended my relationship. It was absolute Hell and had me in tears. They did lie to me at the showroom about the ease of set up. I will NEVER take it apart again to wash the covers. It was so hard to get them on the first time. The sactional itself is beautiful and the surround sound is amazing but they need to offer set up on a 9,000 couch that arrived in 22 boxes.