This growing company has turned into a horribly run business that doesn't care about their customers. Your salespeople misled me by saying that a couch I bought for was "here" (we were in the Rancho store) for me to pick up - just as all of the other furniture I had previously bought was. After I pay, they tell me I need to drive to Rialto to pick it up. Oops. STRIKE ONE. I had to borrow a neighbor's truck and I wasn't going to take it to such a horrible area in Rialto and pick it up. If I wanted to shop in Rialto, I wouldn't have gone to Living Spaces in Rancho Cucamonga.
So they tell me they'll have it sent to the Rancho store on Monday (last week). I go to pick it up, and I sit around for an hour while some clueless kid walks back and forth, empty handed... not communicating to me what he's doing or why it's taking so long. He disappears and nobody comes back to talk to me. I'm missing dinner with my family for this? I just leave the place, angry. STRIKE TWO.
My wife calls the next day to make sure the furniture is at the Rancho store and they tell her it is there and ready to be picked up. I borrow the neighbor's truck for the 3rd time and go down and sit for over 90 minutes while another clueless kid wanders aimlessly, looking for my furniture. I miss another dinner with my family, and I let my team down and miss my softball game. They tell me it wasn't shipped from the Rialto DC again. STRIKE THREE!
They apologize for the confusion during a transition to a new distribution center and say they'll deliver to my house for free (Whoopeeee! After wasting all of this time and screwing up repeatedly, delivery better be free!), and it's supposed to arrive on Wednesday between 4:00 and 8:00 pm. My wife cancels her appointment that night (she's a hair stylist) and she stays home so she can receive the furniture. NO SHOW! NO CALL! Nothing. Strike FOUR!
They blame the transition to the new distribution center again and say they will deliver it the next day in another 4-hour window. Are you kidding me? I should re-schedule my life for you guys again? YOU FAILED TO DO YOUR JOB 4 TIMES!!! You offer me a $100 coupon off my NEXT purchase at Living Spaces and refuse to allow me to apply that $100 to the current purchase. NICE TRY! You screw me over 4 times and think you can spin this abortion of a transaction into a positive where you earn my return business? You have to be kidding me. I should have been smart enough to not return after I spent $20,000 on furniture when the store first opened and they lost parts of my bed and had to return to my house 4 times with wrong parts, before finally just mailing me the parts and making me put it together myself (after I paid full price for delivery). What a joke.
I talked to the owner (Grover) and his mother for a long time when I made my first purchase there, and they had a good business plan and have executed it well for the most part. Grover, my Facebook friends Twitter followers will now know exactly how little value you hold for your customers. Your empire may be growing now, but your greed, ethics and careless policies will eventually end your company. Take note from strong, ethical companies like Nordstrom, Costco, and Lennar Homes and show some concern about the lifetime value of a customer. I'm sure you learned all about that in Grad School. The thousands of people with whom I will share my story will also pass it on to their friends, and the truth will travel. I am in real estate and have a plethora of friends in this industry who will share these stories with their homebuyers who will look to buy new furniture for their homes elsewhere. Shoppers will hear my story here on the Ripoff report, and the BBB will be getting a letter from me.
Your disregard for my time, your failure to deliver my furniture after ruining 4 nights for me will cost you a hell of a lot more than a little $100 discount that would have rectified the problems that you caused me. Your pathetic policy of not standing behind your horrible customer service will be shared with many would-be customers. You'll still make your money, but I guarantee you, this mistake will affect your bottom line - and I'll be constantly voicing my opinion of your company so that none of my friends or their friends make the same mistake as I did by shopping at Living Spaces Furniture.
Now that I look into Living Spaces, I hear word from law enforcement that people you have working for you have allegedly been arrested for possible Identity theft of your customers. If these allegations are true and that word starts to go public, you'll really feel the impact. Fraud? Nice. You better get your act together, Grover. Your disclaimer on the back of the receipt makes sure you get paid if a buyer isn't home to receive their furniture, but it sure doesn't account for your failure to deliver as promised. You need to change your motto from "Buy today, enjoy tonight" to "Buy today, drive to the hood to pick it up, or we'll screw you over and waste your time for 3 nights." Nice work.