Lovesac, Lovesac, Where Art Thou Lovesac

To be honest, I never thought that I would be writing a follow up to the initial Lovesac post. Especially after the received comment from the Marketing Manager. Yet, here I am, still heart-broken, and now embarrassed with naivety.

Allow me to paint a picture. Today, I finally scooped the last of my wet, sewage-filled, possibly bacteria crawling Lovesac remnants from my basement floor (in which I incidentally live). It has taken me two months and thousands of dollars to restore what I could of my living quarters. I believe I’m almost done. The loans were made, debt acquired, supplies purchased, favors called in, and hours spent.

I write this post because I am saddened by my struggle and Lovesac’s lack of caring. In no way did I ever expect them to go above basic customer service. I had hoped, however, that in their attempt to provide normal customer service, they would actually complete their promise. But they didn’t. I’m just in awe at that complete disregard. I mean, I get it, there’s no reason why they should care about me or any of my personal struggles, but why go out of the way in attempt to perform a good deed and not actually follow through?

And the worst part? The worst part is that my love was ACTUALLY restored. I wrote probably the kindest public letter restoring my Lovesac image. I put together emails to all of my friends at various newspapers and national magazines in order to forward copies for print consideration. I researched consumer feedback sites to post letters of praise. I planned to do much more for the Lovesac company than merely remove my previous letter, I planned on going far, far, far out of my way to provide them with good PR. I truly believed that the world should know their amazing company caring. You know what I got for it? The same thing as I did originally… I got ignored.

So now, I have no couch (since it was destroyed by sewage) and a metal Rocker frame with nothing on it. It can’t be sat upon, since its metal, and I cannot afford to buy the missing PillowSac, which Lovesac decided not to send me. To set the record straight, I again attempted to contact the manager via email– several times— and was again ignored.

So, here I sit, Loveless on my hard metal Lovesac Rocker frame with no PillowSac.

Where’s the Love at Lovesac?

Let’s talk Customer Service.

During Hurricane Ike Chicago, as many of us experienced, fell victim to basement, as well as other, flooding. My home was not an exception. I had over a foot of flooding and as many of us can assume (with the exception of those who sell insurance) Homeowner’s didn’t cover anything.
Much of my belongings were destroyed. Sewer backed up into all of my memories– yearbooks, photographs, notes, poems, – my childhood. Along with this, all of my furniture, carpet, and walls, were my two favorite possessions: my Lovesacs. Soaked. In all of Chicago’s…doody. ew. Nevertheless, there it was and there they were- wet and smelly. Like any Lovesac owner would do, initially, I cried.

Being that I am a Copywriter, in the beginning of my career, a member of victims of the economic state, and unemployed, I cannot drop another $1200 on two new sacs. For that matter, I can’t even afford one used sac.

After wiping my eyes dry, my entrepreneurial mind kicked in. I thought about it like this:
Lovesac is a fairly small company as of yet. Numerous years ago, when I initially learned about their company and their offerings of a ten foot sac, I called customer service and I actually got to speak directly to a designer regarding custom material (as of then, there were yet to be any ordered 10 foot sacs). To me, this showed the company’s desire to acquire myself as their customer. They cared.
This time, however, I was not only denied, I was IGNORED! I was, and still am, in awe. I wrote the Customer Service department, as well as, the business department, and the promotions department an email explaining my travesty asking them to please replace my sacs. I waited three days for a reply. Nothing. Then, I wrote another email, from another email address (thinking that maybe the other email fell into their junk folder and they missed it). This time, the email I wrote asking if they would be offering, any sort of discount for those whose Lovesac suffered flooding from Ike. Again…nothing. I have yet to receive even a “fuck off” from the company. NO RESPONSE WHATSOEVER.

I believe I spoke before on the importance of proper Customer Service within a business. Nothing has changed; Lovesac has proved to be another lame company who commercially sold out to make more money. Not happy with your Lovesac? Who gives a shit? Not the company. Considering that many of the sacs cost more than much furniture on the market, I expect appropriate Customer Service.

Shame Shame Lovesac) =