We bought a 3x2 Sactional back in September, spending over $4,000. Right out of the box one of the seat covers had a hole in it (photo). I promptly called their customer service and emailed them photos of the damaged item as requested, assuming they'd quickly send out a replacement and then I could return the defective one.

Wrong!

Firstly, they told me their policy is that you must return the damaged merchandise they sent you before they will send a replacement.

We already set up our couch and disposed of our old one. So their policy means one of our seats has to be unprotected while we're waiting for a replacement. Now, we have a cat and we specifically chose a cover that would hold up well in our home. Now we would have to be very careful to avoid damage while waiting.

Very annoying, but I grudgingly agreed and told them to send me a label.

That was over one month ago.

I still haven't received a label.

I've emailed them 7 times since then, they are just ignoring me.

At this point I'm just planning to charge back the cost of the cover on my credit card for Goods Not as Described. I feel totally justified in doing so, since I have given them ample chance to fix the issue.

I strongly recommend going with another company if you're looking for a couch. If you have any issue Lovesac simply will not stand by their product.