Complaints

This profile includes complaints for Living Spaces Furniture, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Living Spaces Furniture, LLC has 22 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Living Spaces Furniture, LLC

  14501 Artesia Blvd La Mirada, CA 90638-5805

  
• 

  Living Spaces Furniture, LLC

  2007 Ford St Austin, TX 78704-2837

• 

  Living Spaces Furniture, LLC

  12649 Foothill Blvd Rancho Cucamonga, CA 91739-9318

• 

  Living Spaces

  1310 Oak Ave St Helena, CA 94574-1943

• 

  Living Spaces

  49088 Fremont Road Fremont, CA 94537

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to complain about the fact that Living Spaces convinced me to open a Living Spaces account with their partner "**************", with whom I have had numerous problems. I do not appreciate that Living Spaces partners with this bank, who is NOT BBB approved, putting its customers at risk when they say they are not responsible for how Synchrony behaves even though they use synchrony to encourage customers to put all their ********************************************* purchases on this Living Spaces credit card (operated by Synchrony). This causes a gap in accountability and it's an abuse of my trust. I trusted Living Spaces. This is why I agreed to open an Living Spaces credit card account. but now that Synchrony is messing up my balance, Living Spaces is not responsible for anything. Living Spaces should use BBB approved partners or disclose to consumer that their credit card product is under the control of a non-BBB approved business. As is shown on the screenshots, I received a credit for 1262.36$ in my account but this is not reflected in my total balance owed (one image shows the credit and the other shows that I still owe the amount I was credited for).

  Business Response

  Date: 04/12/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Living Spaces maintains a high level of transparency regarding our financing options. The name of the financing company, along with the terms and conditions, can be found on our website. While we may recommend financing should a consumer express interest, it is ultimately at the customer's discretion to complete the application in person or online, in which also has the Synchrony name and logo visible on the document. Upon further review of the account, we show a refund in the amount of $1262.36 was processed to the Synchrony account on 2/23/2025, there is a 5-7 business day eta for the funds to reflect Synchrony's payment portal excluding weekends and holidays and can take 1-2 bill cycles to reflect the paper statement. Living Spaces is not part of Synchrony's billing or payment processes; as all questions, concerns, and inquiries should be directed to Synchrony for further assistance. 

• Initial Complaint

  Date:04/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  when I first purchased my couch I was given a payment amount for each month up until the payment was due a few months ago by and I noticed that my payment decreases I called and they mentioned that their system decreases the payment amount on their own due to providing minimum payments changing payments without my approval is weird and just wrong now coming up on the 13 or 18 month. I am late due to payment decreasing on its own tried calling to switch payment back to original payment agreement once I purchased the couch but they had stated that I am late and are now charging me $1000 extra dollars for one month being over the contract but as stated when I purchased the couch I spoke with the sales *** and mentioned to him if I can keep the payment this specific number so by the time my contract is over it should be paid of by the original due date.

  Business Response

  Date: 04/11/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. The Living Spaces credit card is financed through **************, we do not send out bills, payment invoices or accept payments for credit card balances. Please direct this complaint to ************** as Living Spaces is not a part of in their payment process. 

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch 2 years ago, and the cushion on the chaise started to indent after a few months. I bought the extended warranty. After six months of waiting for them to address or replace the couch, their insurance offered me 1/5 of the replacement cost. I accepted the offer and purchased the same exact couch from them, but I did not buy the extended warranty. After four months, the fabric started fuzzing up and coming up. I placed a claim, and they denied it, saying that's everyday wear and tear. So I have two complaints about each item, but the dispute is about the new couch.

  Business Response

  Date: 04/10/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Living Spaces has no control over Uniters claim approval process. Our responsibility is to investigate the issue reported and help find a resolution. However, the guest may file a dispute by emailing ******************** or logging into ***********************. ******* will email the guest a final decision within 30 days of receiving the dispute. Loose fibers have a natural tendency to move to the surface of a piece of fabric, where they are subject to friction, which causes them to twist together into small *****. Fibers that are still secured to the fabric are also twisted into the ball, so that the pill is secured to the surface of the material. Friction is caused in the normal course of using the furniture, rubbing against the surface of the fabric. Pilling is a normal occurrence caused by wear and tear and does not affect the durability or functionality of the fabric. Pilling is easily removable and the quick, most cost-effective approach is to use a battery-operated pill ****** to remedy the situation. It is important to note that pilling is not a fabric defect and is not covered under the manufactures warranty. 
  
  

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the beginning of February, we were encouraged by an associate, ***, to place a custom order for a sectional, as she promised it would be of higher quality than the others. We had the chance to see the sectional in person, and filing out the purchase order with *** while sitting on the sectional we were purchasing. However, what she failed to mention is that if anything goes wrong with custom order, getting any help with order warranty is an absolute nightmare.We waited two months for our sectional, only to receive a piece of furniture with seats so uncomfortably firm that we cannot use it at all. After multiple emails, store visits, and countless attempts to resolve the issue, we have received no help. We even took pictures on the sectional in the store and our sectional to show that the firmness of the pillows. They never saw the sectional, never even tried to send someone, nor accepted us bringing the pillows to the store. They simply refuse to do anything. Its frustrating and incredibly unprofessional considering that buying a sectional is as much about its appearance as it is about its comfort.

  Business Response

  Date: 04/08/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Our sales associates will suggest furniture options based on the details shared by the customer. The items showcased in our showroom is broken in quicker due to frequent use by our daily visitors. In contrast, new furniture needs a break-in period since it used less frequently. Please note that comfort is not considered a defect and is therefore not included under the warranty; as a result, we are unable to proceed with the claim. 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23176827
  
  I am rejecting this response because:
  
  I understand that comfort can be subjective, and I appreciate that the furniture in your showroom may experience different wear compared to newly delivered items. However, my concern is that the sectional I received seems unnaturally firm, to the point where it feels like it may be a manufacturer defect, rather than just a natural "break-in" issue. The amount of foam do not even fit the pillows, seams are already coming undone.
  
  I am not simply disputing the comfort level; I am questioning whether the sectional was made according to the correct specifications. To that end, I am requesting further details about the manufacturing process, specifically:
  Quality Control Information: Could you provide any documentation or quality control records that verify the sectional meets the company's standards for firmness and durability? This would help confirm whether the item was produced correctly.
  Materials and Construction Specifications: I would appreciate detailed specifications, including the type of foam or cushions used and the expected durability (e.g., IDL values, notor any other relevant durability measures for the materials in the sectional, not only foam density as that does not measure the firmness or resistance to compression.
  Manufacturer's Guidelines: If available, I would also like to review any manufacturer's guidelines regarding break-in periods or expected comfort levels for similar furniture pieces.
  Inspection Request: Since the sectionals condition does not match the expected comfort based on what I experienced in-store, I would like to request an inspection by an authorized technician to determine whether it was manufactured to the correct standards. This was promised to me at the ******* store my a manager.
  I believe that having access to this information will allow both of us to better assess the situation and help ensure that any potential issue with the furniture is addressed fairly. While I understand that comfort may not be considered a defect, if the sectional was made incorrectly, I trust that Living Spaces will take the necessary steps to resolve the issue.
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  Sincerely,
  
  Katerina Stampach

  Business Response

  Date: 04/09/2025

  Quality Control information is intended for internal use only and is not shared with outside entities. All products are inspected and delivered in accordance with the manufacturer's standards. In the event that furniture does not pass the quality control inspection, the item will not be delivered. The guest can refer to the product details section on our website for specifications related to the item in question. The guest reported comfort issues with no indication of seam separation. If the guest is experiencing seam separation due to overstuffed cushions, they can file a warranty claim on our website or over the phone, when filing the claim photos of the reported issues are required to proceed with the claim. 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23176827
  
  I am rejecting this response because:
  
  Thank you for your response. I appreciate your clarification, but I must express my continued concern and disappointment regarding how this issue is being addressed.
  While I understand that some internal quality control documentation may not be publicly shared, the refusal to provide any meaningful information about how this particular sectional was inspected, or what specific manufacturing standards are being referenced, makes it difficult to trust that the product I received was made correctly. Simply stating that it passed inspection does not resolve the issue, especially when my experience with the product suggests otherwise.
  
  Additionally, Id like to highlight an inconsistency in Living Spaces approach to product quality and customer expectations. For example, when it comes to mattresses which Living Spaces also sells firmness and comfort are treated as essential factors in the selection and satisfaction process. In fact, many customers try mattresses in-store specifically to assess comfort, and Im sure you would agree that delivering a mattress with a drastically different feel than what was tested in the showroom would be considered unacceptable.
  
  Yet, with this sectional, and before my purchase, I was never informed about the showroom version being "broken in" due to frequent use, and that my newly delivered sectional will feel significantly different. On the contrary, I was encouraged to try the comfort of the sectional in the store to make my purchase. If firmness and comfort are critical and consistent enough to be a deciding factor for mattresses, then they should also be treated with equal importance for upholstered furniture like sofas and sectionals. At the very least, this difference in firmness should have been clearly disclosed to me at the time of purchase. By not doing so, the in-store experience misrepresented the product, which in turn undermines the entire basis for customer trust when buying from your showroom.
  
  Sincerely,
  
  Katerina Stampach

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture from Living Spaces on 9/22/2019. When we purchased this furniture, we were told that if we also purchased the Care Free warranty, then after 5 years of not using the warranty, we would be refunded for the warranty. We were informed that we would receive a letter from Living Spaces with the refund some time after the five years. Five years past and I called Living Spaces regarding the warranting. Apparently, although never meantioned to us or noted on the paperwork provided, they will only honor the refund if you contact Living Spaces within 90 days of the policy expiring. This was never noted. Also, when we called Living Spaces prior to its expiration, we were never informed of this policy either. We were just informed that we would receive a letter with the refund. What a scam -- now we are unable to recieve the refund for the ******************* because we are past the 90 days. Plus, I have paid for the care free plan for other furniture that I have purchased over the past few years and can now see that is a waste. I would like the refund for the care free plan!

  Business Response

  Date: 04/08/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Guests are eligible to receive the Win-Win Coupon once the 5 years have elapsed since the order has been delivered and no service claims were made on any items during the 5 years of coverage. The Win-Win Certificate will be equal to the purchase price of the Carefree Plan. A minimum Living Spaces home furnishing product(s) purchase equal to two times the value of the coupon is required for redemption and the coupon must be used within 60 days after the 5-year (or 10-year for adjustable bed) plan coverage expires. This certificate has no cash value and is non-transferable. The Coupon is void if altered, copied, sold, exchanged, taxed, restricted, or prohibited by law. The certificate may not be applied to a prior purchase or towards the cost of sales tax, delivery, or a new Carefree Plan. Guests are not required to contact Living Spaces once the 5-years are up as an email is automatically sent to the email address, we have on file outlining the redemption instructions. 
  
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23171388
  
  I am rejecting this response because:
  

  You are only providing information on the policy.

  We made no claims on the furniture over the five years.  We were never notified by living spaces, and when we called living spaces no coupon/voucher could be found.

  You did not honor your own policy. 

  Sincerely,
  
  *** *************

  Business Response

  Date: 04/09/2025

  Eligibility notifications are emailed to the email address on file, along with redemption instructions. The customer has a period of 60 days from the date of eligibility to redeem their certificate. However, it has been 5 years and 6 months since the expiration of the protection plan, the voucher is no longer active. 

• Initial Complaint

  Date:04/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a sofa and loveseat from Living Spaces for our living room. Before we received the delivery, we purchased two more large sofas from them for a total of 3 orders. We spent thousands of dollars on each sofa and the sofa and loveseat we originally purchased have only been in our home for about 3 months. The sofa and loveseat are sinking terribly and the cushion covers that were replaced after submitting a warranty claim have already ripped again. The other two sofas we purchased have held their shape but the original sofa and loveseat look and feel extremely old and the quality is way below standard. We are in disbelief that we spent roughly $4,000 on the couch and loveseat and theyre in the horrible shape they are. We had a challenging time getting the cushions covers replaced as the representative was challenging so I am less than confident that our complaint about the sofa and loveseat will be heard, addressed, and resolved.

  Business Response

  Date: 04/08/2025

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. Living Spaces offers a one year manufactures warranty on most of our furniture that covers manufacturer defects in workmanship and material. The customer is still within the manufactures warranty, we recommend filing a warranty claim, submitting all of the required photos and allowing our warranty team to assist in resolving the reported issue. 

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 12, 2025, Living Spaces delivered furniture to our home, causing significant damage to our newly finished basement. We discovered later on that the delivery team took photos after the damage occurred, falsely claiming it was pre-existing. This is impossible, as they were the first to move anything into our previously unfinished basement. We have Ring Doorbell footage showing when they arrived and left, and the timestamps of the delivery teams photos confirm they were taken after the couches were delivered. Despite this clear evidence, Living Spaces has refused to acknowledge the damage was caused by their team. We received several quotes from licensed professionals over $1000 to repair the damage They offered us $600, which does not cover the full extent of the damage, and they continue to dismiss our claim. Not only has Living Spaces been destructive, dishonest, and has not taken accountability-- but this has also been a 2-month long endeavor with very poor customer service response. It has taken significant time and effort on my part to get ahold of the representative that was assigned to us, going weeks at a time without hearing from them. I have tried to reach out in to get this resolved in other ways as well.We are seeking a full refund for the furniture as compensation for their negligence and refusal to take responsibility. We hope the BBB can assist in resolving this matter fairly.

  Business Response

  Date: 04/03/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. We have shared the details of this complaint with our dispatch managers for further review, the guest will receive an update once a response is received. 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23152756
  
  We do not reject the actual response, but we are waiting for them to get back to BBB and if we do not want the case to close before they actually respond. We will wait for Living Spaces to get back to BBB with a response to our claim.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/08/2025

  We have reached out to our dispatch leadership team for an update as we have not received a response to our initial request. 

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $3,234 couch from Living Spaces because my brother referred me, and unfortunately, one of the pieces arrived damaged. Since I didn't notice within the first 7 days, I had to go through the warranty department, which meant multiple service visits to my home before they finally agreed to replace it.Then came the real frustration--Living Spaces told me I was responsible for disposing of the damaged couch myself, despite it being hundreds of pounds. For a company of this size, that's completely unacceptable. I am requesting to be compensated for what it will cost to dispose of the defective item as well as overall inconvenience and missed work so far for repairs. ORDER OF EVENTS OVER 2 MONTHS+:--1/13/25 Submitted the claim (Order Number: SO-*********)--1/22/25 Repairman came, assessed the issue, and stated the fabric or entire couch would need replacing --1/23/25 Living Spaces accepted the claim and decided to send fabric --2/24/25 Part received --3/18/25 Repairman came again and discovered it was the wrong part --3/18/25 - Called Living Spaces customer service and was told I need to wait 3 days after repairman's visit --3/20/25 - Living spaces offers to replace the piece but they would not dispose of defective item (Item Number: ****** -- Item Description: Shore Right Arm Facing Chaise)

  Business Response

  Date: 04/03/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Resolving a warranty issue may take longer than other cases, depending on the severity of the issue. We do not provide compensation for the time it takes to resolve a warranty issue.  After furniture is in the home for some time, its exposed to many environmental factors. Some of these factors, such as allergens, may cause cross-contamination of new furniture which is the reason we do not remove the original item from the home once a warranty replacement is approved. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23152567
  
  I am rejecting this response because: It sounds like you are saying, even though Living Spaces delivered a defective/damaged item that I paid for ($~1,400), Living Spaces will not remove the item it delivered because it could cause "cross-contamination" with it's inventory...am I understanding correctly? 

  If I am in fact understanding correctly, below are 2 solutions. Which would Living Spaces prefer as a resolution? I'm really hoping you will not completely reject your customer as I deal with a product defect which was no fault of my own. 

  1 - dispose of the item after you pick it up from my house

  2 - pay for a 3rd party to dispose of the item

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 04/08/2025

  Living Spaces has acknowledged the warranty claim and offered to replace the items as a resolution. However, once an item has been in the home for a while, it comes into contact with various environmental elements. Some of these elements, such as allergens, have the potential to cause cross-contamination with the new furniture in the delivery truck that would transport the item back to the warehouse. To prevent this from occurring, we kindly request that the guest dispose of the item themselves, as we do not require its return.
  
  

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought at outdoor patio set Date March 29, 2025 Paid for the furniture total price ******* on March 29, 2025 On April 1st noted in **************** account charged twice for the furniture, called Living spaces told this is something to take up with our bank even though they charged us twice. My issue with this is how many other people are they charging twice and not taking accountability for their mistake.They are putting this on the consumer to fix even though they committed the mistake.

  Business Response

  Date: 04/02/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Typically, when a customer is charged twice, there is a duplicate order recorded in our system. However, we do not show any duplicate orders for this guest, we have reached out to our accounting department for further review, an update will be provided once a response is received.  

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Color fading from blue to green on two pieces of the furniture. Living spaces and their paid warranty are unwilling to even replace the cushions.q

  Business Response

  Date: 04/01/2025

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Unfortunately, we are unable to locate an account for you. So that we may better assist you with this, please provide us with the name, telephone number and order number associated with the account in question.