I did lots of research before walking into the store at Pentagon City Mall...knowing exactly what I wanted. The buying process was great. I had to reach out for shipping info, and was a bit annoying they didn't push that out without me having to ask. Their products are not cheap....one would expect they would be on their game. The delivery came (tracking info sent was awesome) but the customer service STOPPED there. They sent the wrong cover for 1 of my pieces. I contacted the store the same day to explain the issue. That was 26 Aug. It is now 9 Sep and I can't get anyone to care about getting me the right cover. I have exchanged texts 5 different times asking for help and I am no where closer to a fix for their own mistake. Buyer beware...the sale is all these people are worried about it seems. UPDATE 9 Sep: the key to good customer service is to text them after hours...then you get someone committed to helping that is not your store. Found out after 2 weeks of excuses they are waiting for me to return their wrongly shipped cover FIRST before they will send the right one. I could go on forever about how bad of service that practice is.... UPDATE 15 Sep: shipped back the wrong covers that were delivered to them Friday. Today is Tues. NOTHING yet on repeated texts for updates on when they would fix their own mistake. read more

I have never been treated so poorly and experienced such piss poor customer service in my life. I went to Pentagon City Mall with complete intentions of purchasing two love sacs - to be specific, two "big ones" to go in my writing den. I wasn't dressed well, and honestly had my hair in a bun... but figured this should be quick, given I know what I want. That day it was a flash sale! 35% off! I was completely ignored. They let me sit on the sac, but when I was ready to purchase they completely bypassed me and helped those they thought would purchase. Finally when the gentleman in the store comes around to helping me, I ask him the price and if there were any discounts and he says no. I leave the store. The next day I go back into the store to make the purchase. Same exact thing happens except this time IM LITERALLY LOOKING AT A SIGN THAT SAYS 20% OFF OF EVERYTHING FOR FRIENDS AND FAMILY.... and bring it to his attention... he still says the sale doesn't apply in store. I call customer service, explain the situation and they say they will honor the discount of 35% from the flash sale and to stand by - they will call me the very next day. I hear NOTHING! I contact them and the lady treats me as if I'm lying about the 35% off. She finds in the system, yes that was the arranged deal... and tells me someone will follow back up.... I'm still waiting for the call. I can spend my money else where! Clearly this company doesn't care about the consumer - and I won't force them to take my money! Based upon their piss poor follow through I'm nervous about purchasing anyway! If something went wrong I'd hate to be caught in that terrible customer service cyclone read more

The saying "you get what you pay for" does not hold true for Lovesac, neither at the Pentagon City store nor at the corporate level. I purchased a Lovesac CitySac and cover at the Pentagon City Mall location after researching it online. They did not have a model for the CitySac, which seemed odd given that it's one of their major and bestselling products, but that was fine. I tried a similar one and made my purchase. It's worth noting that the only sales associate there was friendly enough but was wearing almost sweats and seemed unprofessional at best. OK, whatever. Nearly a week had gone by and though I had received a "we will email you when your order processes, in about 24-28 hours" I had gotten no updates. First sign of trouble. I emailed customer service and received a curt response that it could be up to two weeks. (Again I wasn't even asking about shipping, merely the email the first email said to expect.) Mysteriously, after that email contact, within an hour said email arrived. I went through the same exact process for the cover, which shipped separately. It wouldn't have arrived for over a week after the sac insert, but I sent another email, and mysteriously it shipped too. Ok, whatever. Again, worth noting that all the emails were curt with a certain "go screw" vibe. Again, ok, whatever. I received the sac. It's comfy. I followed the instructions to a tee. Unfortunately, it is highly incompatible with a herniated disc issue and causes a ton of pain when I/we use it for more than an hour. That won't work, so I contacted Lovesac for a return. Curtly, via chat, they tell me "contact the store where you bought it". Excuse me, what? I was never told this. It states in clear text on the web site that returns should be handled via the 800 number, email, or chat. Bottom line: stay away. It is not so much better than any other brand, and clearly you will not get premium service for the premium price. Two stars because the cover was soft and it was kind of comfort. Minus three stars because rude x3, incredibly high priced, disorganized service, shipping issues. Skip not only the store, but the brand. read more

Extremely happy customer! Tiffany, the assistant manager, was extremely helpful, totally went out her way to make the transaction as smooth as possible. She followed through and made sure that we received every single package. read more

We went to the lovesac store in tysons corner to look for a couch, not necessarily to buy. Alejandro is the nicest young man and very professional. He didn't push us to buy and gave us space when we needed to discus something. He's very knowledgeable and it was a joy to work with him! read more

My wife and I had an exceptional experience buying our couches here. Could not be happier with our service. We had a lot of questions, and the staff worked together to answer everything while still helping everyone else that cane in the store. Pleasant, personable, helpful, it felt like they genuinely cared about helping us find the right thing within our budget. The manager, assistant manager and another employee even came to our home to set up all 20 pieces for us and show us the finer points of owning lovesac products. I would give more than 5 stars if it was possible. Thank you! read more

Awesome store and great customer service! Tiffany, Daniela, Perez were so helpful and pleasant. We will definitely recommend this store to our friends and family. Thank you Lovesac team!!! read more

The Lovesac Sactional is the erector set of couches! I was skeptical that the quality would be questionable or the fit wouldn't be good. The sides can't possibly not wobble. The backs are going to lean! I didn't think you could mass produce something with this kind of potential. But they have! The Sactional's primary benefits: flexibility, durability and comfort. The ability to turn, connect, and arrange multiple pieces in multiple configurations means you never have to buy another piece of furniture again because you moved and the room size is different or painted the walls and that lavender cover just doesn't work with the new chartreuse paint. And if you find yourself always sitting next to the left arm day after day after month, just rotate the bases once in a while and you get a new cushion and prevent the springs from wearing out! If you don't like the covers after a few years, you can change them! Oh, your new puppy, Jaws, just ate the cushion... no problem! You can buy a replacement cushion and cover. As for durability the core frame components are guaranteed for life. That's pretty awesome. And they ARE well made. The connecting horseshoe clamps are quite stout. You're not going to accidentally bend one. I doubt I could bend one driving my truck over it. I have extras. I might try. And then there's the comfort. I'm glad I went to the store to try out the three styles of cushion. The base cushion is pretty firm yet not so firm to feel like a park bench. Or even a park bench with a cushion. The other two materials are MUCH softer and only recommended if you prefer sitting on a pile of clothes over a typical automobile seat. Think "foam mattress" vice "barkalounger". But that's entirely taste-driven. The Sactional's primary negatives: Cost and customer service. Oh, and some assembly required. A lot of assembly required. This stuff ain't cheap. At roughly $750 per "section", you're not getting out of there with extra money in your pocket for that steak dinner you've been wanting. No, it's off to the food court for you. Want to add one of those fancy shmancy drink holders? Your friend, Ben Franklin better be around. Two of them will separate Ben from you for good. The folks at the Pentagon City store were great. I believe our sales associate was Angelica. She was super nice and SUPER helpful. My configuration was a little non-standard and required an extra side pillow to make it work. Had she not pointed that out, I'd have a gap between one seat and the next at the corner. That made the trip worth it alone! The corporate folks weren't so helpful. Basically they tell you to sign up for FedEx delivery manager and wait for emails to tell you when the stuff will ship. I did. The emails came. But when we were missing a pillow and the accessories, I couldn't get a straight answer from their corporate support other than "wait for it." Well gosh, do I really need to call someone to tell me to do what I was already doing? Thanks for wasting my time. I'll never get that 15 minutes back. Delivery time was actually quite excellent. We bought Memorial Day weekend and had everything except the deep side pillow and accessories 10 days later. Lots of boxes. Thanks, FedEx guy. Get Ashley or Value City to do that! Assembly was the fun part. OK, not so much fun. But not terrible either. Just tedious. The covers fit SO well that you will work to get them on the sides/backs, seats, pillows and cushions. Then arranging all the parts, getting the feet aligned in the base, and putting the clamps on all take time. Don't forget the felt for the bases if you're on wood/laminate floors! I'd say plan on 20-40 minutes per "saction". Are we happy with the Sactional? YOU BET! I'm confident this couch will out live me and any future puppies with a taste for furniture. One star deducted for lousy corporate customer support. read more

This store location and their employees are the best. My kiddos and my friend's kiddos wreaked havoc in their store. They and I do mean ALL of the employees were very kind and understanding. Helping me the whole time with my purchase. Answering any and all questions I may have had. I will be returning to this location for any further purchases. Thanks to them for being super understanding and accommodating. read more

I bought a fabulous piece from this store, staff made the selection so easy. Also special thanks to Tiffany and Daniela.. both came to my rescue swiftly to help assemble my sofa all the way in D.C. ! New sofa is very soft and comfy :))) very happy read more

These guys are great and the pieces are so easy to put together! The store personnel have been wonderful.

Recently, while visiting family in DC, I visited the Lovesac store in Pentagon City Mall. We do not have one in our local town but I saw the commercial on tv at my sons house so I wanted to go see it in person. This product is truly amazing. It is so creative and it really can apply to anyone from a house with a big living space or a studio apartment like my son has. What I was even more impressed with was the staff and cleanliness of the store. They were all very knowledgeable about the product from the different ways to arrange the couches all the way down to the different types of fabrics. Not only where they knowledgeable about the product but the vibe you get when you walked into the store is great. They people on staff were so welcoming, friendly and were excited to show me many ways of how it works since I have not seen it in person. Currently my house is being renovated but when it is done I know what company I will purchase my future couch from. Thank you for a great product and a great first time experience at one of your stores. read more