LovesacReviews of lovesac.com

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’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.

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.

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.

They advertise to be “Designed for Life” and to be kid and pet friendly. Warranties do NOT cover PET damage - we understand if a dog chewed up the couch that it shouldn’t be Lovesac’s responsibility. However, for them to claim to be kid and Pet friendly then it should handle spills. Cushions and covers are NOT waterproof! Why not?! Whether from my dog or from someone spilling a drink, if it can soak through the outer and inner cover into the cushion then the washable feature is worthless and makes this big investment a bad one. The upper cushions don’t even have a removable cover and are too big for the washer. I have waterproof covers on all my mattresses and pillows that don’t feel like plastic or make noise when using them. Would be an easy fix for Lovesac to put them on all the cushion inserts. Very disappointing. The ability to clean up messes was the reason we chose Lovesac in the first place.

Its not the most comfy couch and the fabric that we chose is junk. I do not think its worth the purchase price. If you have a warranty issue, you have to send the piece back and they will send you a new one THREE WEEKS LATER. What a joke.

Several months ago we purchased the Sactional from Lovesac. Most reviews we read were 4 and 5 Stars. Only a few expressed some level of disappointment in the lack of comfort this piece of furniture provides. I'm posting in agreement. We chose the Sactional for many reasons. It is large enough to fill the space we have. It is very easily customized. The covers can be washed. There are many features that set it apart from other similar pieces. These features of course are expensive. It was the most expensive option of those we considered. We upgraded to the nicest fill specifically to ensure it was comfortable. Unfortunately, the insufficient depth of the seats and the lack of cushioning makes it only comfortable for sitting up straight, feet on the floor. Sitting between two sections is very uncomfortable and sliding forward to put your feet up on a table is as well. It's beautiful but not comfortable.

Be very careful when ordering and make sure you are well aware of the size. This was a manic purchase and it turned out to be way too large for our apartment. The return policy seems okay until you try to arrange the item to be returned. We were told a third party would be responsible for the pick-up and they would contact us directly and make the arrangements. Well, over three weeks later, there is still no confirmed pick-up date established and it’s becoming quite frustrating. FYI… We do not live in a rural area in the middle of no and where. We are located in a big city and yes we realize we are in the middle of a pandemic but… C’mon Man!!!