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