We are extremely disappointed with how Living Spaces handled what should have been a…read morestraightforward customer service issue.
Our home was destroyed in the 2025 Eaton Fire in Altadena. After more than a year of rebuilding, we ordered outdoor furniture from Living Spaces to be delivered in April 2026, while our landscaping was still incomplete. At the time of delivery, we had the delivery crew place the furniture in our finished garage for storage until the yard was ready. Unlike many furniture deliveries, the chairs were not packaged in boxes or protected by any wrapping or other protective materials during delivery, leaving them more susceptible to damage during transportation and handling.
When our landscaping was finally completed in July, and we moved the furniture out of the garage, we discovered that one of the metal chair arms had a noticeable dent.
We immediately contacted Living Spaces, provided photos, and were informed that because the damage was not reported within seven days of delivery, it would not be covered. Customer service stated it was not considered a manufacturer's defect, so it was also excluded from the warranty. We understood their policy but explained our unique circumstances that the furniture had been stored exactly where the delivery crew placed it while our home was still under construction and had not been moved prior to discovering the damage.
Hoping for a reasonable solution, we asked to escalate the matter to a supervisor. Unfortunately, we received the same response. We then requested the delivery photo taken by the delivery crew. Surprisingly, the supervisor initially refused to provide it, and we had to escalate that request to a manager before it was finally released.
When we received the delivery photo, it became clear that upon delivery and placement into our garage, the damaged chair had been staged with the seat cushion positioned over the damaged arm, completely obscuring the dent from view in the picture. Had the cushion not been covering the damaged area, we likely would have identified the problem immediately upon delivery. We brought this to the supervisor's attention, but Living Spaces still refused to offer any resolution.
What is most disappointing is not that a damaged item was delivered - mistakes happen. It is that Living Spaces chose to rely solely on a rigid policy rather than exercise any discretion or goodwill, even after seeing evidence that the damage had been concealed in the delivery photo and understanding that we were customers rebuilding our home. What's more, is that we did not ask for a full refund or even a replacement of the entire set of the outdoor furniture, we reasonably asked for the replacement of just the damaged chair.
Customer service is about more than quoting policies. It's about taking ownership when something goes wrong and treating customers fairly.
Our Altadena neighborhood is still in the process of rebuilding after the Eaton Fire. Not only are we dedicated customers of Living Spaces for over two decades, but we are part of a community group of more than 100 neighbors, representing over 50 households in our immediate area, many of whom have not yet begun furnishing their rebuilt homes. Based on our experience, we will no longer be patronizing Living Spaces and will be sharing what happened with our community and encouraging our neighbors to consider furniture retailers that stand behind the products they deliver and demonstrate greater accountability, flexibility, and compassion for their customers.
We expected much better from Living Spaces.