JRice· 1★ · a month ago
Extremely Frustrating Warranty Process – Longstanding Customers Left Without Sleep or Transparency
We have been loyal Living Spaces customers for years and have spent tens of thousands of dollars there, including 3 beds and 4 mattresses over the last 5 years. Most recently, we invested nearly $3,000 in a Diamond Generations California King mattress.
Unfortunately, this experience has been deeply disappointing.
The mattress is clearly defective. There is a noticeable hump in the center, with both the left and right sides caving inward. We have not slept well in over a month, and the issue is impossible to ignore.
After filing a warranty claim, it took 8 days for a third-party representative from Furniture Solutions Network to come out. The inspection process itself felt shockingly unscientific. The representative rolled around on the bed and used a string stretched diagonally to measure it. During the visit, he verbally acknowledged the hump in the center of the mattress. Based on that conversation, we reasonably assumed the report would confirm what we were experiencing.
It did not.
The claim was denied, despite clear visual evidence that the mattress is uneven and lopsided on both sides due to the center hump (see photo). Both of our inside shoulders are elevated, this should not happen with a brand new bed.
What’s even more troubling:
We then asked for a copy of the inspection report for OUR mattress that we paid $3,000 for. We have been repeatedly denied access to this report.
We contacted Diamond, the manufacturer, who were incredibly kind and willing to help. They said they would happily send someone out to reassess the mattress if they could review the original inspection report. When we relayed this to Living Spaces, we were again refused. We were told that Furniture Solutions Network “makes the warranty decisions” and the report would not be shared.
So to summarize:
• A $3,000 mattress is clearly defective
• A third-party inspector verbally acknowledged the issue
• The warranty was denied anyway
• We are denied access to the inspection report on our own bed
• The manufacturer wants to help but is blocked due to lack of transparency
At this point, the most upsetting part is not even the defective mattress, it’s the complete lack of transparency and accountability in the warranty process.
If you are considering purchasing a mattress from Living Spaces, especially a higher-end one, I strongly encourage you to think carefully about what happens if something goes wrong. A warranty is only as good as the process behind it, and in our experience, this one has been exhausting, opaque, and deeply frustrating.
We expected better from a company we’ve supported for years.
View on GoogleDavid Romero· 5★ · a week ago
My class and I visited Living Spaces in Monrovia. Prior to our visit, we contacted the store and explained the we are a life skills program for 18-22 year old students with disabilities. After explaining to them our purpose of visiting they were kind enough to offer us a tour.
Upon arrival, we were greeted by a polite and friendly staff member. She welcomed our students and took us on a thorough tour of the store, explaining how the store was laid out and which pieces would go into which room in a home. The staff member that gave us the tour was patient and took the time to answer all of our students questions, and at the end of the tour even surprised our students with some freshly baked cookies.
Thank you so much to the Monrovia Living Spaces team for partnering with us to help facilitate independence for our students!
View on GooglePatricia Rodriguez· 5★ · a month ago
Had such a great experience here. Janelle helped us out, she was very knowledgeable about the item I was purchasing. She new exactly what I needed. She gave her opinion of what would work well and explained everything in detail. She is a great sales person. Great Job Janelle and thank you for your help. 😁
View on GoogleDavid Lai· 5★ · 6 months ago
Absolutely above and beyond the call of duty. My girlfriend and I stopped by looking for a couch, and the staff couldn’t have been more helpful, patient, and understanding. Every possible combination and style we considered ,they were right there with us, offering thoughtful guidance without pressure.
Stephanie was especially terrific, knowledgeable, kind, and genuinely committed to helping us find the perfect fit.
I later came back to pick up an "as-is" copper lamp from the clearance section, and even that experience felt premium. We were treated with the utmost care and respect, as if we were buying the most expensive item in the store.
The products are high quality, the customer service is next level, and the overall experience? Top notch.
Highly recommend visiting Living Spaces Monrovia for any of your furniture needs. You’ll be taken care of from start to finish.
View on GoogleD· 1★ · 3 months ago
Previously wrote about the care free warranty not being care free . Living spaces just washed their hands of it & does not care that their care free warranty is not care free.
Recliner quir working right before store warranty expired.
Work prevented me from reporting that timely enough. It was same month .
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