I'm really glad we chose to shop at Living Spaces--especially because we purchased the protection…read moreplan. It turned out to be 100% worth it. Our girls accidentally got nail polish on one of the chairs, and the warranty app was incredibly easy to use. The whole claims process felt almost too good to be true--it was smooth, fast, and we received consistent updates throughout. That said, the in-store experience has been a bit inconsistent. At times, it feels like some employees avoid eye contact and aren't very eager to help, which can be frustrating when you need assistance. However, I really want to recognize Jacquees for his outstanding customer service. He was confident, reassuring, and genuinely helpful throughout our visit. He went out of his way to assist us and made a big difference in our experience. Unfortunately, when he asked a manager a question, her response came across as sarcastic and dismissive in front of us, which was disappointing--especially since he was clearly doing his best to help. Pickup was another mixed experience. I understand the process, but I did wish there was a bit more flexibility. I only had one accent chair to load, but I had to wait about 10-15 minutes while two employees assisted another customer with a large sectional. It would have been nice if someone could have quickly grabbed my item instead of making me wait. Overall, I'm very happy with the quality of the furniture and especially the protection plan. And again, huge thanks to Jacquees--he truly stood out and made a lasting impression.

We purchased two couches from Living Spaces when we bought our new home and, unfortunately, our…read moreexperience after the sale was very disappointing. The sales associate who helped us was friendly and seemed knowledgeable. He repeatedly explained the 5-year protection plan and specifically told us that the ONLY thing not covered was dog chewing. We were excited about that because we have dogs and chose the higher-performance fabric. During checkout, I noticed only one protection plan listed on our purchase and specifically asked if both couches were covered. He assured me they were and that the plan applied to the entire purchase. Within about a week, the fabric on one of the couches developed several snags ranging from about 1/2 inch to 5 inches long. The damage came from normal use--jeans rubbing on the fabric and our dogs jumping off the couch, causing nail snags. When I tried calling the protection plan phone number, I repeatedly selected the correct options only to be told that no one was available, despite calling during the hours the automated system stated representatives were working. My husband and I eventually went into the store for help. That's when we were told that only one couch was actually covered and that dog scratches were not covered under the protection plan anyway. We explained that the sales associate had very clearly told us otherwise and that we had specifically asked questions about both the coverage and the number of couches protected. The associate helping us at that time told us the original salesperson was no longer with the company due to similar situations. We asked if the protection plan could be added to the second couch since the mistake was caused by misinformation from Living Spaces. We were told management would contact us. After more than a week, multiple follow-up emails, and repeated check-ins, we were ultimately told that coverage could not be added. What is most frustrating is that Living Spaces acknowledged the salesperson was no longer with the company due to similar issues, yet the burden of that mistake was placed entirely on us as the customer. In my opinion, it is the responsibility of a business to properly train its employees and ensure they are providing accurate information. If an employee repeatedly makes mistakes significant enough to warrant termination, customers should not be left paying the price for misinformation they relied on when making a purchase. Between the fabric snagging so quickly, the difficulty reaching anyone about the protection plan, the misinformation during the sales process, and the lack of resolution afterward, we were left extremely disappointed. We love the look of the furniture, but the quality, customer service, and handling of this situation did not meet expectations. Unfortunately, I would not recommend Living Spaces based on our experience.