Complaint: Living Spaces Poor Customer Service

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My complaint:

We bought a Purple Mattress online and we needed it in a hurry so we picked it up from them to get it faster instead of having it delivered. We realized how heavy this bed was when we had to get multiple people to help up get it out of our truck and into our house.

The bed has a 100-day guarantee if we didn’t like it and we could exchange it for another bed at Living Spaces. We did not like it at all and waited the prerequisite time and called to return it. The person who took our call said they could not pick it up because we picked it up when we purchased it. We explained now that it is expanded and large we can’t move it so we would like to pay them to pick it up if they can’t pick it up when they deliver the new one. They explained because we picked up the original order they would not deliver the new either, even if we would pay for it and they would not pick up the Purple bed even if they would deliver the new one.

My main complaint is that nobody told us that we would be responsible for all movement of mattresses forever if we picked it up or we would have never picked it up in the first place. We have spent over 30k at living spaces over the years and are a net promoter until now. This is not the way to treat people.

The supervisor was happy to just tell us there is nothing they can do. I am glad I am not elderly or physically impaired because Living Spaces would have the same answer we can’t help you.

Finally, the mattress we chose to replace the purple mattress with is significantly more expensive. However, it will be the last purchase we ever make from living spaces unless they make this right. We should be able to pay a fee for the pick-up and delivery of the mattresses. They have that service and it is ridiculous that they deny the service to those that pick up their order.

Suggested solution:

Let us simply pay to get the mattresses picked up and delivered.

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