LoveSpace - www.lovespace.co.uk

This is a terrible company - they lost one of my daughter's boxes that had been in storage with them from mid-June to mid-September. They were very slow to contact the delivery company, provided her with no follow up information whatsoever, never called back, having promised to do so, and only after numerous phone calls and emails to them, two months later, they have told her that she will receive £100 compensation. She is still waiting for that. The items in the missing/lost box included, amongst many possessions, photographs and paintings that had great meaning to her. I am appalled by the lack of professionalism and their dreadful customer service. They have done absolutely nothing to resolve the problem.

Dear LOVESPACE Team,

I am writing to express my deep dissatisfaction with both the condition of my belongings and the communication around the delivery.

Upon receiving my boxes this morning, Friday the 13th of September 2024, I discovered that my suitcase was completely destroyed, and one of the boxes was damaged. Inside the damaged box, a wax burner, a plastic lunch box and a wine glass were broken. These items were in perfect condition when they left my collection address on Wednesday the 21st of August. I have video and photographic evidence to support this which you can found below, of the suitcase and box. My items were well wrapped in bubble wrap, yet it returned to me broken.

In addition to the damages, the entire delivery process was frustrating and mismanaged. I had scheduled the delivery of my 8 items for Thursday the 12th of September and arranged this well in advance (from Monday the 26th of August 2024). However, I received three separate emails on Wednesday the 11th of September, stating that my boxes had left your storage facility and were with ParcelForce for delivery. Yet, when I checked with ParcelForce on Thursday, the 12th of September, they informed me that they had no record of my items. Additionally, when I called ParcelForce again, they confirmed that they had only been notified on Wednesday for a Thursday delivery, which made it impossible for them to deliver on time.

When I then contacted your team, I was told the emails were sent in error, and that my boxes were, in fact, still at your storage facility. This lack of clear communication was extremely frustrating, as I had made plans based on the delivery date and the multiple updates I received from your side.

I would appreciate an immediate investigation into both the damage caused to my belongings and the miscommunication regarding my delivery. I expect appropriate compensation for the damages and an explanation for the delivery delays and errors.

Please advise on how we can resolve this as soon as possible.

Collection order: 566701

Return order: 574723

CID: 240653

I have been charged extra and my previous money hasn't been refunded.

Their efusal to collect my boxes got my box taken

Why did you charge me 40 GBP on 09/09

My refund was never processed for my first order where i stored 5 boxes instead of 6 and I was told i'll be refunded for the extra box.

Plus my refund for 6.80 GBP that was charged on 22nd of august was never processed. Since you guys failed to collect my box then as well. No one called and I waited the entire day.

8.15 was charged on 13th Septmber and again no one again despite being told you will come twice and this time my box was taken.

My card has been unduly charged and my previous refunded have never been processed

Very expensive and incredibly disappointing experience. We went through the video survey in June and was given a quote. They collected everything and then increased the price saying that the original estimate was inaccurate. (Also they threw some of our stuff because it had "perishables" in it when we know we didn't put any and got it moved to our parent's place. They also said it was just the food they threw and not the boxes themselves) We still paid because what can you do when they have the rest of our stuff! And having gone through that, we'd hoped that things will end when our items got delivered except it hasn't for the last two months.

We found items missing from delivery. After multiple emails about it, they said that they have a box still in the warehouse. Arranged for delivery, paid, and got refund. Except closer to the date of delivery, it says the order was cancelled. Now we weren't sure if that is something it says because of the refund or if the delivery was actually cancelled. So we phone up. The agent could barely speak and hear anything because of how loud it was on their end. So they say they'll follow up over email. We sent all context AGAIN only to not receive any response. So we call up again and share all the context AGAIN. This time the agent did follow up and says our box got thrown away. Apparently they found more perishables and threw them. No photograph of anything, no communication about the situation. We still have furniture missing (desk drawers, parts of a chair) which we had originally hoped would be in this box. And now they say they've thrown that and for the actual stuff that's missing, we need to look into that separately.

Lovespace, for the money we pay and the convenience you promise, you can do better:

1. Your online inventory list has the option to upload pictures, which you really should.

2. If you are throwing something, you need to let the customer know and attach photographs of what gets thrown. It is not just enough to put a blanket "for health and safety reasons" when we have no idea what got thrown.

3. The initial video survey needs to be better so that people don't feel like they're being sham into paying more (for stuff that is getting thrown anyway)

4. Invest in better case management system so that customers don't have to provide context to different agents again and again

I wish I could give them a minus 100 star or zero review. This is without a doubt the WORST EVER customer service and storage & shipping experience I have had in my life. They have their own storage space and use Parcelforce company for shipping within the UK, btw, avoid BOTH!! I paid £200 for one-month storage and scheduled shipping to my address in London. The shipping was scheduled on a specific day and however canceled on the same day without any explanation and I only found out on the tracking website. When I called them to ask why and when my things would be delivered, they only replied that they didn’t know and could only reschedule my delivery for me for the next available day in the most arrogant manner. The delivery itself cost me £70 because it was SCHEDULED! This continued and I was never offered an explanation nor did they send me an email before they had to cancel my delivery again. It’s only till a week later I was told (when I reached out first again!) that my address was put in the wrong order despite the correct post code which’s the most ridiculous reason and it took them a week to find out. I got my delivery a week after it was supposed to be delivered. And the nightmare officially began. The state of my things when they arrived was beyond description. Unbelievable. Even the delivery driver said he’d never seen anything like that but they were all damaged before they left the warehouse. One of my suitcases is completely broken with one wheel missing. And the customer service who told me on the phone that I don’t have to keep my suitcase in a box has now informed me that since it’s not enclosed in the box they cannot compensate it for me. I also lost some of my makeup, skincare, books etc from one of the boxes that’s literally torn open. The negotiation process for compensation and complaint has now continued for an entire MONTH and I still haven’t received a final reply whether they would compensate me for my damaged storage and lost items or not. UTTERLY DISGUSTING. I have used and trusted you before when I first came to the UK and now I cannot feel more disappointed. Never an honest and sincere apology or explanation or offering to help. I have to keep contacting them about storage, shipping and compensation and feeling humiliated. They will never contact your first or inform you of anything!

This is how they treat INTERNATIONAL STUDENTS, this is how they treat FOREIGN STUDENTS!

It’s expensive. It’s not worth it! I’m also sure they use bots to post good reviews about their company because I’ve seen many complaints and they’re the only reviews that looks real! Avoid this goddamn company and I hope you go bankruptcy soon.

YOUR BOXES ARE NOT SAFE.

THEY DO NOT STORE MY BOXES AT THEIR WAREHOUSE AND LIED TO ME.

I cancelled my delivery of boxes a day before they are supposed to deliver it because I was rental tricked and have been warning them not to send it to that address even gave them the police reference number. The customer service understood, cancelled and refunded the order. After finding new accommodation, I placed return order to my new address, a week before the supposed date, a property agent contacted me saying my boxes has been in the hallway since 27th of September until today 10th October.

I have called LOVESPACE almost everyday since 3rd of October to make sure the location of my boxes, all the times they told me the boxes are with them in their warehouse, yes, every single time I called. Even I called them to make sure if they are going to deliver my boxes at 9th October, talked with the supervisor and he said everything are settled. Today, 10 October when i checked LOVESPACE, my account was changed without any notification to me to show that they have done their job at 27th September and they are not sending my boxes anymore.

I called them, the customer service told me my boxes are with the courier. Curious that I am, I went to the address as I was nearby and saw from the mailbox that all my boxes are there. I was so shocked and told to send the pictures to LOVESPACE.

The manager talked to me that he can only try to retrieve my boxes if he can have access (which he keeps asking me for, even his subordinates were only told to ask me, I would not know? I have no information about them too) and send them to the right address but will not be responsible to those 14 DAYS my boxes out there in an unsafe environment, under no surveillance. At first, he tried to gaslight me and wash his hands, trying to tell me that their work ended on 27th of September to that address. I told him I have all the screenshot and then he just said "...okay...". Wow.

Lovespace

1. Lied that my 7 medium - large boxes are with them in their warehouse.

2. Don't store my boxes at their warehouse and have no idea that my boxes are not with them

3. The manager don't want to take responsibility initially before I told him I have all the screenshoot

4. The manager just told the drivers, the subordinates to call me to access the address? How? I don't even have the access

5. The driver will just hands in your boxes to anyone even if it is not yourself present at the house, even if they told the driver they dont know me

6. Lovespace manipulate your orders, cancel and complete your order by themselves to wash out their faults

7. Expensive but 0 RESPONSIBILITY to your stuffs.

I still have not received my 7 boxes until now, I don't even think the manager will even care to resolve this problem, I have given him the management of the property name before his courier trying to pick up my lost items but the driver were only given my number.

LOVESPACE. I will tell everyone to not use this service and just use other company that actually RESPONSIBLE, TAKE CARE OF YOUR BELONGINGS AND DO THEIR JOB.

Until today they don't give me any refund, I did not receive my boxes, I dont know how they are going to retrieve my boxes, I wasted my day waiting for them to deliver, I wasted my energy to do their supposed work to check the location of my boxes, not even begin with my shock level when talking to their manager that was not even trying.

Don't waste your time, energy, money, mental health dealing with this company.

What I didn’t like is the lack of accountability for their actions. Even though a customer is wrong, is it not a smart business move to appease them? I question the screening process for the impolite employees and won’t recommend this to anyone especially students with no financial aid. They should continue with their bad service (my boxes were displaced and mishandled), because bad service doesn’t pay in a consumerist economy.

I recently had the misfortune of dealing with LOVESPACE, and I must say that my experience was nothing short of disappointing. Here's a comprehensive overview of my encounter:

1. Unexplained Delays and Missed Deliveries: LOVESPACE repeatedly abandoned my scheduled delivery without offering valid explanations. Responses consisted of vague statements about "circumstances out of anyone's control," leaving me in the dark regarding the actual causes of these delays. This lack of transparency is entirely unsatisfactory and unprofessional.

2. Misleading Information: Throughout our correspondence, LOVESPACE insisted that I must be available between 7 am and 6 pm on the delivery date, even though they ultimately failed to complete the delivery. This misinformation compelled me to dedicate an entire day unnecessarily, resulting in significant inconvenience.

3. Lack of Politeness: Communication from LOVESPACE staff was disappointingly informal, employing "hey" instead of "dear" when addressing my legitimate concerns and frustrations. Such casual communication does not align with the professional standards expected.

4. Poor Status Updates: Throughout this ordeal, LOVESPACE neglected to provide me with timely updates concerning the status of my belongings. This lack of communication amplified the frustration and uncertainty of the situation.

5. Inconsistent Information: The information provided by various LOVESPACE staff members was inconsistent and contradictory. I initially received a partial refund of £48 out of the £128.6 delivery fee, only to be informed later by another staff member that I am not eligible for any refund due to the missed delivery. Such discrepancies in information are deeply disconcerting.

6. Lack of Responsibility: LOVESPACE does not seem willing to take responsibility for their mistakes. Instead of addressing the issue and apologizing, they have advised me to keep waiting. This lack of accountability is deeply disappointing.

7. Compensation for Inconvenience: I strongly believe that LOVESPACE should, at the very least, consider offering a discount or voucher as compensation for the inconvenience and financial burden I endured as a result of their service failures.

This entire experience has caused me significant inconvenience, financial strain, and undue stress. I trust that LOVESPACE will take this feedback earnestly and work towards enhancing its services to maintain the trust and satisfaction of its customers.

I AM STILL WAITING FOR MY DELIVERY

Do not use this company. Booked for a redelivery but they said no-one was there (my daughter was there, waiting) so returned stuff to warehouse. Then charged us £87 for it to be redelivered AND they've lost a box.

Had booked my delivery timing for a specific date (weeks in advance). On the day, never got the delivery nor any updates about it, so I called their CS line. They pushed my delivery by 2 days because apparently the driver just "never picked up my boxes from storage"... had to call them multiple times to get ANY sort of compensation at all (because I now had to find a hotel or live in a completely empty flat for 2 nights), and they refused to let me talk to anyone higher up or with more authority to make decisions, and kept acting uninformed like "Oh that's just what it says here" etc. and wouldn't listen to logic...

Anyways I got confirmation that it would be coming in the morning of the next next day. On said day, I called CS again as I never got a timing confirmation email. They decided to push my delivery again, once again without informing me AT ALL even though I specifically confirmed it would be coming during the morning. Now I have to deal with them MAYBE coming in the evening, as well as dealing with the other appointments I had already booked (as I was supposed to have received all my items back 2 days ago already).