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| - Over the last year, my husband and I have spent close to $18,000 (maybe even more) in this store. Our experience thus far has always been pleasant. The reps in the store are knowledgeable and easy to work with. The deliveries are always on time, friendly, and accurate. With some minor hiccups here and there... overall we have been very satisfied customers. Until now...
We purchased the service plan on 3 of the light colored sofas/sectionals we bought. Well about a month ago we had to submit our first claim on one of the pieces. At first, the process seemed easy enough. I went online and submitted on 8/8. On 8/12, I received an email reply with another form to be completed with more info, 8 additional questions as well as photos of the furniture, tags UNDERNEATH the furniture (its a big sectional & I'm a petite woman), receipts, ect.
I do this and send all of the requested info/photos on 8/15. On 8/19, I receive a follow up email, asking what I used to clean the spots. I reply immediately and stated that I used a "dampened cloth with no chemicals." 9 days go by and do not hear anything, on 8/29 I sent a followup email on the status. Again, no response whatsoever, so on 9/6 I actually called into the service dept. After waiting on hold for close to 15 min, I spoke to a representative. We spent some time going through each piece of furniture and cushion that I needed help with. She stated that she would order replacement covers for the 3 damaged cushions and I should be receiving an email.
Well, today, I did receive an email- only it wasn't confirming the ordered cushions, it was from the original rep I was emailing with, to let me know that my claim was denied because I used a cloth dampened with water to blot the stain vs. a dry cloth as it "states in their policy." Thus, rendering my claim un coverable.
Infuriated, I called into the service department today, after waiting another 15 min before my call was answered. Explained my situation and the fact that it took over a month to find out that my claim was uncover able and that I had just spoken to a rep two days previously who in fact told me that new replacement cushions would be ordered. This rep basically told me that they could not help because of the dampened cloth. I even said I didn't expect a full replacement and would be happy with having a tech come out to see if they could remove the stain or even if they sent a cleaning kit. She replied by stating they no longer send out cleaning kits and they would not send a tech.
I contacted the LS social media email address and explained what happened. They said that since it's not a manufacturer's defect, they couldn't help me. So disappointed that Living Spaces and Service USA are hiding behind some veiled disclaimer of "blotting with dry cloth" to avoid having to provide any sort of resolution to this claim.
SO long story short... if you want stylish, cute furniture at a good price then shop here. DONT expect anyone to go out of their way to help you if you run into problems and DONT buy their BULLSHIT service plan. If you DO still buy it and have the misfortune of having to submit a claim, make sure to just tell them you wiped it with a dry cloth and then sit around for a month hoping your problem gets solved.
Customer service is officially dead.
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