Lovesac in Edison

🕗 opening times

comments 4

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  Avani Patel

  :: 12 June 2018 21:35:24

• en

  Amanda Shuleski

  :: 27 November 2016 20:31:24

  I have been wanting a lovesac for years. We finally bought our first house and had the space. We were moving at the end of June and they had a Memorial Day sale, so we headed there to purchase early. We decided on the pillowsac with rocker and left extremely happy. The sales girl was awesome and helped us pick out a material and style that would work best for us. She was so great that she convinced us to even spend an extra $75 on a matching pillowcase. We were told that everything would be ready around June 20 and the store would hang onto it until we moved. We were so excited and couldn't wait. Around the end of July, I had to call the store because I hadn't heard anything from them. I was told oh yeah there must have been a miscommunication because it's at the store. There were no apologies for not contacting us. I was also told that the rocker was on back order, but it should be shipping in another week. Fast forward to the end of August, silence again. I call the store and I'm told no one has any idea of when the rockers will be back in stock, which means I was originally lied to. I asked to speak with a manager. He seemed helpful and told me he needs to discuss with the district manager to see how they would resolve for me and give me an estimate of when I would receive the rocker. He also said that the Westfield mall store was opening so he may not be able to speak with her until after the weekend (it was a Friday). I said it was fine and appreciated a realistic timeline. Another 2 weeks go by and nothing. At this point, I'm livid. I call the store again and I'm told the manager wasn't in the office. I told the person on the phone that I expected nothing less than a call from the district manager. The DM gave me a call, talked me off of a ledge and seemed truly apologetic. I also found out that the "manager" I spoke with wasn't even a manager and no one from the store ever notified her about my issue. She gave me an estimated back in stock date of end of October/early November (5 months after I was supposed to receive), and offered that I could return the sac or they would give me a discount and if the ship date gets pushed further we could return. We decided on the discount. Someone from the store confirmed it would be shipped directly to our house instead of the store. I get an email from lovesac in mid October with tracking info. The sac was sent to the store! It then took another few days for them to actually put in the mail, though what was another few days at this point. Admittedly, we waited about a month and a half to put together. We just had alternative things going on and didn't have time. We just tried to set up the rocker, but the packaging only had 2 out of the 12 necessary bolts the instructions said we need to put together! Again, we now have to either find the correct bolts at Home Depot or contact the store again and wait. The pillowsac is great, but because of the customer service, STAY AWAY. They seem great and knowledgeable, but when we're spending $800+ dollars, I would expect the truth about when I'm receiving my product, not have to wait 5 months, and have all of the pieces when it gets here. I would say that unless you're 110% sure what you're buying is in stock, don't bother, but the store never led on that there was a back order issue when selling to us and then lied about the time frame when I didn't receive when originally promised. Overall, such a horrible experience.

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  Shad Hargrove

  :: 05 February 2015 09:37:02

  I received great customer service and excited to receive my new couch. Jay was very patient and explained everything perfectly to me.

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  Raymund Maravilla

  :: 02 April 2013 12:08:21

  Tabitha at LoveSac Menlo is one of the most patient, understanding and helpful salespersons..ever! She assisted me choose the perfect custom fabric to complement my new apartment. Thanks!