Living Spaces - Van Nuys

Reviews 3

AL

Alexandra Mortell

Buyer beware, you will not be made aware of exactly how crazy their delivery process is, or how eager they are to charge you that restocking fee that is casually pointed out. In my experience, a restocking fee is only charged if an item has been received and removed from its original packaging. Additionally, if you live in an apartment building, as many people in LA do, you are likely going to have delivery issues and they do not make any attempt to identify these issues at the point of sale. My sales associate was spectacular and I cannot compliment him enough. The cashier was excellent as well. However, what transpired in the hours following my purchase for a same day delivery was nothing short of an absolute nightmare. Based on the dimensions posted beside the item on their website, I became concerned that it would not fit. The customer service associate did nothing to assist, but suggested cancelling the order. Within 5 minutes of that phone call, I realized that the dimensions listed included the removable back pillows, and that the item would indeed fit. I called back and with some resistance confirmed that it would fit and was advised that the feet could be removed if there were issues. I was then charged a $50 restocking fee for 5 minutes of confusion without the order ever being officially cancelled. If I had attempted to cancel, it would have been the non-refundable delivery fee + a higher restocking fee and who knows what else. The second customer service rep advised me that it had already been pulled off the truck and that was why. I worked in this industry for over a decade, and would be amazed if they could prove that they were able to pull something like that off within 5 minutes. I provided feedback based on that experience and was promptly told that they have hundreds of same day deliveries so they have to act swiftly. I accepted this and settled with the idea that I would get this furniture and never do business with them again. Upon arrival, one of the gentlemen delivering called me to the front of the building and shoved a piece of paper at me with at least 4 different waivers on it and said that it was heavy, on the second floor, that theyd just had a problem with this at their previous stop, and that I had to sign before they would attempt. I asked if customer service was still open and was told that they were closed. I said no and was told, "Then you dont get your delivery." and then said "Vamos" to the driver. I called anyway and got through to dispatch. The driver gave them a completely different story than what was told to me. I believe this was simply that the younger gentleman was clearly agitated and did not take the time to explain what the issue was or what exactly I needed to sign. If any of this had been discussed, the entire thing could have gone much smoother. I was advised that if the delivery was not made I would be charged another $50 restocking fee. Needless to say I was furious at this point because really they arent going to make any effort for this to work and will absolutely charge you a restocking fee even if the issue is the delivery persons attitude. When they returned, we removed the pillows from the sofa, and the delivery was made successfully. While I am not a religious person, I will be praying that I never have to be in contact with any affiliation of this company ever again.

ER

Erik McEwen

UPDATE: You will never believe what has happened. The day after I posted on social, yelp and fb, about my issue with Living Spaces, they notified me that my bed frame is all of a sudden in stock and ready for delivery! Yay! At least so I thought. They delivered it last night at 9:45pm. 2.5 hours later they finish setting it up. It is past midnight at this point. I walk in only to see my mattress hanging off the side. They had delivered the wrong size. Not even kidding. The delivery guy said that they labeled it wrong, probably in hopes that I wouldnt notice. Well, guess what? I noticed. He also said it was the third time it had happened to him personally this week. Steam was coming from my ears at this point. Then the guy says, well, you can just get a new mattress. OMG. Seriously? The mattress is 3x more expensive than the frame! I called this morning but apparently they are flooded with calls and so busy that they cant take my call at this time. It looks like Im not the only one with a problem. Please share! It got a rise from them the first time so hopefully I can get this resolved and all this added stress will go away. I would highly not recommend anyone purchasing anything from this store. Ever. Unless you want to spend your nights sleeping on the floor like you did back in college. First post: I simply dont understand why customer service is so hard to come by. I ordered a new frame for our bed a week ago from Living Spaces. Delivery was set for this evening. We also ordered some other items. The delivery truck arrived and it was only then that we were informed that the bed frame was on back order. 2-3 weeks back ordered. No phone call. No email. Not only did we not get our bed but we had already completely rearranged and moved furniture for an easy install and got rid of our old frame. So now we must sleep on the floor. I had to call customer service. Me. They did not reach out. After speaking to a rep and then me asking to speak to a manager(they should have passed me on immediately because of the situation), they only offered to waive the delivery fee. Then the manager said I could just get another bed that was in stock. So rude. He completely disregarded the fact that we picked that bed out after spending a lot of time researching and viewing others. We chose this one. We were spending money on our first choice. Not second or third. Its a costly frame too. Shame on you Living Spaces. Big fail on your part. They said that they wouldnt know that the part wasnt in stock until it was being pulled for delivery. What? A large company like yours doesnt have an inventory list? I highly doubt that. Update: I looked at the website today (next day) and the item is now listed as "out of stock".

BI

Bill Bouvier

Really love the store and the guy that helped us was amazing... Im finding out now though, that if something goes wrong it takes an act of God to get it rectified.... We spent over 10K on office furniture and a complete living room set... Little did we know that if something is broken or gets damaged that the store will not replace it!!! You have to call the service dept, which will set up a time to come out and look at the issue for $90. Well no offense but after spending all this money I think that asking for more if its broken is a bit overkill... We were not allowed to just take it into the showroom and get a new one... Instead we had to wait for the service rep to show up and take a picture of the furniture... Now we wait.... No updates on our issue... We waited for 3 weeks, so I finally called into the help center where I was told our part had never been ordered??? "Why", I asked? She couldnt tell me anything except that no one has bothered to look at our work ticket..... But she would order the part for us now.. So I asked her for a confirmation that the part had been ordered... but she could not give a confirmation, except her word..... but did say to call back in 2 weeks if we dont hear anything.... ARE YOU KIDDING ME!!!! UNACCEPTABLE!!!!! Ive already waited to get the furniture delivered the first time...Then over a month between getting the service rep out and finally calling cause we never heard anything back... Now you want me to wait another 2 weeks just to call back and check to see if the part was actually ordered for the second time... Im sorry but this company has the worst customer service I have ever dealt with in my entire life... You people really need to get your act together!!! Reading the rest of these spectacular reviews on how you continually mistreat all of your customers with faulty product is just baffling. Someone needs to step up and rectify these issues without us having to be without our purchases and the money we spent on them for months on end!!! You were paid for the product, and we deserve to have it replaced in a timely manner and updated on the process if it is going to take extra time or if its not in stock... How hard is that? Thats not a lot to ask... I feel pushed aside and discarded as a customer. I dont want to wait another 2 weeks and call you to find out that you havent ordered my part again, and to not be given an explanation as to why... SOMEONE NEEDS TO FIX THIS NOW!!!!!