While we are furniture designers and immersed in the industry, it is not that often that we go out and buy a retail furniture item for our own use. But with the new baby coming, we needed a dresser to match our existing crib and support our custom-built changing table. So, we went on a search for the perfect dresser at the right price. Finally after weeks of searching, I came across the Living Spaces Savannah Dresser for $330 with an optional mirror for $50 more. Unfortunately, we got a crash course in identity theft issues from Living Spaces.
We decided to go into the store and check out the construction in person. It seemed like the best quality we had seen at that reasonable price point. However, because it was not immediately available at the store and had to be sent from the distribution center AND it was almost President’s Weekend, we decided to wait to see if there would be any sales. There wasn’t. So that weekend, I went on-line to purchase the item and have it sent from the distribution center to the local store for “Free Customer Pick-Up.” I expected a fairly hassle-free transaction even after reading their lengthy Terms and Conditions shown below. But dealing with their identity theft issues was anything but hassle-free.
Identity Theft Issues
About 4 hours after placing my order, I received a call from Living Spaces On-Line Customer Service insisting that I provide my birth date to verify my purchase. Having just been through the Target credit card hacking, I objected with concerns for the security of that information. After all, I had entered my credit card verification code, the correct address and name on the card. The Customer Service agent provided no reason for the request except that it is “policy” and required for all on-line purchases. I refused concerned about identity theft issues due to a breach, but offered to show my ID and the credit card when I picked up the furniture instead. The agent replied that my order would not be processed without a birth date unless I went into the store to purchase. I told her to void/cancel the on-line order.
Shocked by this policy, I called our bank to find out if this was common practice or a potential privacy concern. Our bank Fraud Department informed me that all their information showed that Living Spaces was a reputable company, however ANY company that asks for additional information, especially a birth date or social security number that gets entered into the same database as a credit card number is raises extreme identity theft issues. This opens you up to potential identity theft not just theft of your credit card number as in the case of the Target breach. He said that I did the right thing by refusing.
But unfortunately, it did not end there. Living Spaces charged my card anyway without the “required” birth date verification and without delivering the product. After six phone calls to various levels of the organization, reporting the incident and our objections, no one was able to process a refund sooner than “5-7 business days” or have the product delivered to the local store. So, I called my bank again and made a charge-back. The funds were back in my account the next morning and Living Spaces receives a negative scoring from their credit card processing agent for the charge-back status.
There are so many ways Living Spaces could handled this better and avoiding even the perception of identity theft concerns:
- Simply accepting an ID/credit card check upon furniture pick-up instead
- Notify during the on-line checkout process that a birth-date will be required to fulfill the order so we would have the ability to opt-out before any pending charge is made
- Voided the order immediately as expected
- Once they made a mistake of charging the card, have a process by which a reasonable 24-48 hour refund can be made or make the furniture available for store pick-up
NOTE: We did go back and buy the product in-store because I still couldn’t find anything else. It did give us a chance to see the differences between on-line and in-store purchasing. They didn’t even ask to see an ID at checkout or at customer pick-up. Of course we had to waste gas and time with an extra store visit. While I am satisfied with the dresser quality and design, I will not shop at Living Spaces again and caution against using their web store because of identity theft issues.
ON-LINE TERMS & CONDITIONS:
Delivery Information Delivery Policy - Same day delivery available for furniture purchases made before 4:00pm.
- Set-up and assembly included (except accessories).
- Accessory items not eligible for delivery (except for lamps which are eligible for delivery).
- Delivery location must be within our selected delivery zone. See Delivery Page for details.
Delivery It is your responsibility to ensure that all furniture items will fit through all doorways, up stairwells, down halls, and around corners into the desired location. If Living Spaces is unable to deliver your regular stock furniture to the desired location, you will be charged a 10% restock fee in accordance with our return policy. For any tight fit, the driver may request that you sign a damage waiver prior to attempting delivery. Please notify LSF of any special requirements in order to complete your delivery. This includes, but is not limited to, small trucks to navigate narrow roads and driveways, restricted delivery time frames due to local ordinances, proof of insurance for high rise and condominium buildings and service elevator reservations. Orders that are cancelled or rescheduled due to special requirements not communicated prior to delivery will be charged the appropriate fees. Your delivery date is scheduled at the point of sale. If you need to change your delivery date after you have finalized your purchase, contact our customer care department at 877-266-7300 at least 48 hours prior to your scheduled delivery date, or you will be charged an additional delivery fee. If you choose a TBD delivery, you agree to be available from 8am – 6pm the day of delivery. The LSF dispatch office will email and call you before 9pm the day prior to confirm a specific three (3) hour delivery window. If you have any questions, please call the customer care department, (877) 266-7300 extension #2. An authorized adult must be home during your scheduled delivery window to accept and inspect your items and sign the delivery ticket. If no authorized adult is home to receive your scheduled delivery, you will be charged an additional delivery fee to reschedule the second delivery. LSF reserves the right to schedule a service technician to repair any imperfection noted at the time of delivery. You are responsible for protecting your floors from damage by laying rugs, blankets, or cardboard down prior to delivery. LSF will not be responsible for damage to any floors. Our delivery personnel are not permitted to move furniture currently in your home, nor are they allowed to move or set up electrical equipment. On the day of your delivery, you may track your delivery online. Go to www.livingspaces.com/OrderStatus.aspx Enter your order number to view the progress of your order online. Pick-Up Information Rialto Distribution Center Pick-Up Policy - Customer pick-up hours of operation: 12pm to 9pm every day.
- Same day pick-up is available.
- Please call one hour ahead at 1-951-320-5800 to ensure your items will be ready when you arrive.
- Indicate whether you would like any item pre-assembled.
Retail Store Pick-Up Policy - Customer pick-up hours of operation: 12pm to 9pm every day.
- Next day pick-up is available.
- No pre-assembly available.
- A retail store pickup must be scheduled at the time of purchase or a call needs to be made to the LSF call center (877-266-7300).
Pick-Ups Customer pick-ups are left in the original vendor packaging for safer transport to your home. You are responsible for inspecting all pick-up items prior to loading them into your vehicle and noting any external signs of damage to our dock team. If you pick up an item that has an imperfection or concealed damage, it is your responsibility to return the item to LSF for servicing or exchange. You may pick up your order at any of our retail store locations or distribution center(s) between noon and 9:00 PM local time. LSF is not responsible for any negligence or vehicle damage in securing merchandise into your vehicle or for any merchandise or vehicle transport damage, vehicle accidents, or personal injuries once the merchandise has left the LSF pick-up dock. If requested, LSF will transfer your items to an LSF retail store one time at no charge. If you do not pick up your items within 24 hours of transfer, the items will be shipped back to the distribution center. You can pick up the items at the LSF distribution center or you will be charged a $50 fee if you would prefer another transfer. Return Policy Returns/Reselections Living Spaces Furniture (LSF) accepts returns within seven (7) days of your receipt of an item, excluding bedding products. You will be charged a 10% restocking fee on all regular stock furniture returns. Returns on Special Order items are limited to transit damage or manufacturer defect only. Special Order returns due to customer preference, no-fits or any other reason are not accepted. LSF does not accept returns on mattresses, box springs, pillows, comforter sets, or other bedding products. LSF does not charge a restock fee on accessories such as area rugs, lamps, wall art, silk trees, florals, and table and ledge accessories. LSF reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the customer. If returned items need to be picked up from your home, you will be charged a pickup fee. Your initial delivery fee is not refundable. Prices paid at the time of purchase are final. Refunds on purchases made by cash or check will be refunded by mailed check after ten (10) business days of receipt of returned merchandise. Refunds by credit card will post to your account within three (3) business days. GE Capital returns will post to your account within ten (10) business days. If you desire to reselect different furniture, you must go to an LSF retail location within seven (7) days of purchase. If you reselect, LSF will charge a 5% restock fee and a redelivery fee. Cancellations If you cancel your order or specific regular stock items on your order less than 48 hours prior to delivery or pickup for any reason, you will be charged a 5% cancellation fee on the items that were cancelled. If you do not take receipt of your regular stock furniture within two weeks of purchase, your order will be cancelled and you will be charged a 5% cancellation fee. Special order items cannot be cancelled for any reason. Price Disclaimer The prices displayed on the Living Spaces web site are quoted in U.S. dollars and are valid and effective only within the United States, and such prices do not include delivery fees or sales taxes, if applicable, which will be added to your total invoice price. You are responsible for the payment of any delivery fees and state and local sales or use taxes that may apply to your order. While our goal is a 100% error-free site, we do not guarantee that any content is accurate or complete, including price information and product specifications. If we discover price errors, they will be corrected on our systems, and the corrected price will apply to your order. Living Spaces reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted and accepted). Manufacturer’s Warranties LSF will assist you in determining whether an issue is covered under the manufacturer’s warranty. If an item needs to be serviced under a manufacturer’s warranty it is your responsibility to transport the item back to the LSF distribution center where repairs will be made. If you cannot provide transportation, LSF may arrange to transport the item on your behalf for a charge of $99.00. LSF may also elect to schedule an in home repair utilizing an experienced furniture technician for a charge of $99.00. Your manufacturer’s warranty is voided if the furniture is moved from the original delivery address. LSF cannot service or repair mattresses at any of our store or warehouse locations. If you feel that your mattress is defective, LSF may arrange an in-home inspection from an experienced mattress technician for a charge of $99.00. Your manufacturer will not process your warranty claim without the inspection report. California Prop 65 Living Spaces Furniture upholstery products contain chemicals known to the state of California to cause cancer, or birth defects or other reproductive harm.
