Floyd
Reviews and Complaints

I have place two orders from Floyd Furniture and they both went through without a hitch. I am shocked reading all of these reviews here and so happy I didn't see them before I purchased because this may have steered me away. My first order was the living room set. I got the round coffee table, small round side table and three seater couch! I absolutely loved everything. So easy to set up, I am a female and did the set up for everything alone. Delivery was about 4 weeks (within the time frame) and the delivery drivers came on time and were in and out quickly. Although the couch pillows did have a quite a few loose threads (reason for 4 stars instead of 5) the couch is beautiful and so comfy I get sooo many compliments on it. My second purchase from Floyd was the rectangle dinner table. Beautiful, strong wood, easy set up and the perfect size, Floyd delivered this one and the delivery went without a hitch. I have not experienced their customer service in regards to ordering, but my experience with the furniture and delivery were great. Haven't had to move with the furniture yet but I am excited to just because of how easy the set up was. Well worth the money if you are someone who values simplicity and moves around a lot. I will be ordering their Platform bed as soon as its on sale.

Floyd Inc. is, by far, the worst company I have ever dealt with. I ordered a sofa from them approximately 3 months ago. On Mar 22, 2022, at 19:37, Floyd Customer Experience Team wrote:

Hi [X],

Thanks for the speedy reply you're set for March 28th, 12pm - 4pm.

I just took a look at the cancellation request for the Sofa and it looks like it was successfully cancelled and the chargeback is being accepted for your refund.

Once our pickup partners pickup your Bed, yes we are all finished and you will be refunded.

Talk soon, [X]. Please do not hesitate to send over any new questions. We're here to help!

[Y] (she/her/hers)

The above email to the contrary notwithstanding, Floyd Inc. challenged the $ dispute I lodged against them with PayPal Credit, on the ground that I did not return the sofa (that they never shipped me), in accordance with Floyd Inc.'s return policy.

Simultaneously, however, Floyd Inc. has been misrepresenting to the ComplaintsBoard.com of Consumer Protection, that Floyd Inc. was working diligently with PayPal Credit to take me off the hook for the $ charge for the sofa.

Floyd Furniture has been glacially slow in responding to my emails, and they have no telephone service to speed things up.

Might a Small Claims Court lawsuit be what it takes to finally light a fire under them?

The Floyd desk meets the basic expectations of a desk. You can put things on it and it does not fall down. It is sturdy. It was easy to assemble. It has a very nice shape. The desk struggles with daily use. The finish is incredibly sensitive to regular activities. Most normal activities through scratches in the finish. If you have a computer you might not want to set a keyboard on the desk it will scratch. You want to pick up a book without sliding it at all to avoid a scratch. If you are taking notes on a piece of paper make sure there is something under the paper beside the desk unless you want to read your notes permanently in the finish. If you are drinking water or perhaps sweating after a workout - do not let any liquid touch the top or those spots will be with you forever. As for Floyd, they have solved the issue of this overly sensitive finish by declaring it normal wear and tear. It is a neat trick. After years of working on desks I have never had one that scratches so easily, but according to Floyd my previous experience with other desks is unusual and not the surface of their table that records daily work as etchings across the finish. Until Floyd can figure out how to finish their furniture they might want to stick to legs. I would not buy Floyd furniture again. It has kept too much of the gimmick from the original leg and style and not paid enough attention to the user experience.

Beautiful furniture but unfortunately terrible experience with delivery and customer service. We ordered a two-piece sectional with the promise of delivery in 3-6 weeks. When it arrived almost 4 weeks later, it was incorrect. (Half the right color, half the wrong color.) I thought it would be no big deal to contact Floyd and quickly get the mistake remedied. That's not the case. After extremely slow back-and-forth emails (since there's no phone number to have a real conversation), we're still nowhere with fulfilling the order that we paid $2100 for. The customer service person, Tanique, issued a replacement order with the promise of delivery in 3-6 weeks again. This was already frustrating because we are furnishing a new apartment and really need a couch. However, when the order confirmation finally came through about a week later, the delivery estimate said 3-6 weeks. This is obviously unacceptable and not a timeline we were told about or agreed to. We probed for more information in our existing email chain, but have heard nothing. Probably the worst customer service I've dealt with and now I'm stuck with a huge purchase that I'm not sure if I'll ever receive. We have received no offer of reimbursement (besides $199 in store credit, after we asked for some sort of discount/reimbursement, and we wouldn't ever use the store credit at this point) and no urgency to our situation as customers. Really bad experience.

Ordered a sectional in April , been given multiple delays, it's end of August , still no sectional or realistic update. I've been a long-time Floyd customer, having ordered the bed in 2017. I also have shelving and a media console from Floyd. I've always loved the look and quality of their furniture, and I have recommended their products to family and friends. Unfortunately, Floyd is no longer able to meet these standards or provide for their valued customers. I ordered the new sectional in April. The timeline I was given was 6 to 10 weeks. In June, I was told that my order got flipped (orientation of the chaise was incorrect), and would that be okay? I told them I really needed it to be in the correct orientation, so they gave me an additional 2-6 week estimate. It's now end of August, and it's been 18 weeks since my original order, with no realistic timeline. I reached back out today and only received a vague boilerplate response. In my account on Floyd, it shows my order has been fulfilled even though that's not true. I'm beginning to doubt that I even have an order in place. How many delays is reasonable? I understand that the pandemic has made supply chains difficult everywhere, but for this company to make this orientation mistake (not just with me but many people), then not trying to rush my order, and now not even giving me useful information is very disappointing. If I knew I would have to wait indefinitely for a sofa, I would have ordered elsewhere.

I purchased a bed from Floyd which we were very excited about. They contract with XPO logistics for delivery. On April 29 I received a notification that my order would be delivered on May 2 and I would be contacted in May 1 with a delivery window. I was contacted and provided with the delivery window. Without any notice, my delivery was then rescheduled on May 2 to May 3. Fine, one day, not the end of the world. I purposefully cleared my calendar and waited at home to receive my delivery. When it hadnt arrived by 6:15 pm (scheduled window was 1:30-5:30) I contacted XPO and they told me that I was next according to what they could see in their system. Great! Shortly thereafter I tracked my delivery again and it showed that the delivery could not be completed since I was not home, a complete and total lie. I contacted both XPO and Floyd in an attempt to resolve this. For two weeks I have been going around in circles and I keep being told that my order cannot be delivered because they are waiting for all pieces to arrive at the local facility. That makes no sense considering the items were at the local facility (allegedly) for my delivery that was supposed to happen on May 3. I recognize that my issue is ultimately with XPO since they dropped the ball with the delivery, but they are an agent for Floyd and my purchase is with Floyd so Floyd is ultimately responsible. After multiple unsuccessful attempts to resolve, Ive finally disputed the charge with my credit card company for goods not received.

It's incredible how they were able to come up with such a great design then be so inefficient at literally everything else. Terrible experience from the start. Took a month longer than the latest estimated delivery date. Their customer service is abysmal. Like legitimately one of the worst customer service departments I've ever dealt with. If you can get them to respond all they do is deceive or are very passive aggressive. I used the "s" word describing this in one of my emails and was threatened by the representative then their manager that they would cut all communication if I wasn't going to be professional... Aside from how ridiculously long it took to get our order, shortly after I placed it we decided we did not want the two ottomans we ordered after all. I was told I had to wait until they were delivered before I could even start the return process on them. Meanwhile every time I emailed about how long my order was taking Floyd would gladly let me know if I had any issues with how long it was taking I could return my entire order immediately just not the ottomans themselves. Why this is the case? I'm not sure I've asked on several different occasions and have never received a response. Eight days since the manager replied to my last email and still no idea how long this refund will take now that I have returned it. I'm assuming it will be at least a month longer than it's supposed to like everything else with this company. Never ordering again. Would not recommend to anyone ever for any reason.

We received the sectional with a defective corner and were offered a replacement. It was hard to get in touch with someone via email but after several days someone named [Name] responded. After the weekend of using the sectional my son was having a breathing reaction and I felt my skin itching and burning while sitting on it. The following day we were all getting headaches. I wrote back to [Name] letting her know we were having an allergic reaction and found out that the stain resistant chemical used on the couch can cause such reactions and more. [Name] said she would schedule a return but then failed to respond to my question about their return policy that indicated that any damage to the product going back could result in some to no refund. She also would not respond to who was to package the sectional- since it came on a cardboard piece wrapped in loose already ripped plastic that the delivery people tore off. It's been a week and I haven't heard back from her. I had contacted them again via the website and another agent [Name] said they would expedite the pick up. And she also disappeared and no one has contacted me or responded to my emails. I am feeling nervous that their return policy is a scam. And that there is no way to deal with any issue. They simply do not respond back after the first time you get someone. I am now stuck with an expensive sectional that has a defective corner and is laced with chemicals that make us sick. This is starting to feel criminal! I hope someone gets in touch with us soon!

I've bought the table, bed frame hardware and their new sectional. Table got replaced due to some finish issue, their customer service was good the first time around. Second table arrived, got water damage after 1 use of setting a glass on the table. The damage ruined the finish on the table. I emailed again after this second issue and never heard back. A table should not be ruined by setting a glass on it. So now we basically don't use it. Also getting ignored was less than ideal. Despite this... I still ordered their sectional because I still love their aesthetic and I loved what the company was about (or so I thought). I was looking at their reviews on the website not long after I placed the order for the couch (there were none at the time I ordered it), they had a couple newer reviews with 1 star. I went to check their reviews again, and the reviews I previously read are DELETED. Floyd Inc. deletes poor customer reviews from their website. This is completely unacceptable to me, and quite frankly disturbing. This company acts like they are so progressive, wholesome, new age, saving the environment all that good stuff, but they are hypocrites. After seeing this abhorrent lack of transparency and false review narrative they create, I will never buy a Floyd product and I regret that I have. I'm now very unsure about how this experience will go with the couch we just ordered, I'm hoping for the best, but my expectations are low at this point unfortunately. As a previously uneducated consumer who ignorantly loved this company, I will do my best to now educate those who look to Floyd.

I ordered a couch from Floyd that I had been eyeing and debating over for over a year. I finally pulled the trigger after double and triple checking my order that I had selected the right color (Lunar Grey), because Floyd gives multiple warnings that no changes can be made to the order once it is complete. The couch was supposed to ship February 26th, but then I got an email around February 23rd that said the wood for my couch was defective and they wanted to wait for the higher quality before constructing my couch. The new shipping date was March 6th, so not a big deal at all. Well, without any warning from Floyd, on March 2nd I received 7 emails from UPS saying that I had a package that would be delivered on March 3rd. I was a little annoyed because I hadn't planned to work from home the next day, but I was getting my couch early--how exciting! So, I worked from home and when the couch arrived that afternoon, it looked like Mist rather than Lunar Grey. I thought my eyes were playing tricks on me because no way would they send me the wrong colored couch, right? Well, it turns out they did. After asking many people to look at it in person compared to Floyd's online swatches of Mist and Lunar Grey it was unanimous that my couch is Mist and not Lunar Grey. I sent Floyd a picture and they agreed, but insisted that I send more photos, so I did, and now they have gone radio silent. If I didn't have a 4 year old, maybe I would be okay keeping the Mist but frankly, after this lack of quality customer service, I barely even want the couch anymore. Honestly, I am just disappointed because now I have no desire to get any of the other Floyd items I had been eyeing because who wants to deal with really bad customer service?

Great products. Horrible horrible customer service. We have had our mattress for just over 2 years and my wife who has serious allergies to dust and mold started having a reaction and suggested we check our bedding and mattress in case of dust pile up mostly under our bed. We lifted our mattress and our Floyd Platform Bed was black in the middle to our shock. While removing the mattress cover off the mattress we noticed the middle of our mattress was completely covered in mold and it had spread to the inner layers. We had to get rid of our mattress and clean the platform as best we could. After researching and talking with the mattress company we realized the issue. Floyd platform bed does not have the spacing enough between the slabs for mattresses to breathe, minimum of 3 inches. Not only do they FAIL to mention this on their site and manual, but on their site you can see there is no spacing between their beds so your mattress will be in danger of molding after a year or so. To be clear our bed is in our master bedroom not an attic or basement, where temperatures and mold is common. I reached out to Floyd and it has been over a week and no response on this. We have had to get a new mattress and bed in this time period, and it's unacceptable that because of their poor design, failure to properly test their product over extended periods that customers of their platform bed have this issue. Since our discovery we have seen other users with similar complaints. Floyd needs to address this glaring issue as soon as possible, your products are not cheap and we should not have to deal with this. Also while you are at it, please hire a customer service team, over a week and no response to an inquiry, are you guys from the stone ages, unacceptable.

Im writing this review after having my Floyd couch for over a year because I really wanted to be sure. This was the absolute best purchase I ever made. I researched extensively and had seen the delivery problems people had. I had messaged them on Instagram with some thoughts and they actually responded to me and were incredibly kind. Once I had completed my purchase (3/22), I immediately received an email confirmation with additional confirmation that my order would be shipped in 7 separate boxes (which was also communicated on the website before I made my purchase so I was aware of it). The next email I received was 4/9 to say my packages had shipped and provided tracking information with FedEx Logistics. I received follow up information from FedEx and a phone call to arrange successful delivery, giving me a window for their expected arrival and Floyd sending me an email to show they were aware of the expected delivery date too (4/15). The FedEx delivery staff were incredibly kind and helped me move all the boxes into my place (ground floor, easy access). The couch itself came in great condition; the cushions were fluffed, and everything was clear for assembly. After using this couch for over a year, it is still so comfortable. I can easily sit on It with my legs crossed and I LOVE the flexibility of moving the cushions however I choose. I am so happy with my purchase and definitely recommend Floyd to anyone looking for furniture and just feels the stuff in most stores isnt the right fit for style and comfort. ALSO! The fabric is incredible against stains, I have spilled multiple things on it over the past year and a half and just following their cleaning directions, it still looks brand new with not a stain on it. Awesome company that Im really glad I put my confidence in despite some initial apprehensions. Their product is wonderful.I purchased The Sofa with chaise in Ocean Dive.

The ethos of this company is something I wanted to support - furniture made in the USA that is modular and meant to grow with you as your life/needs change. However, as they've expanded their catalog of pieces, it seems like their customer service has all but disappeared. I follow them on social media and read some raging reviews of people waiting months longer than expected, only to have their furniture arrive damaged or missing pieces. I was hoping that I would have a different experience when I ordered a headboard and two shelved that I was told would arrive in 2-9 business days. When I received my confirmation email, the shipping changed to 3-6 weeks! I should have known better and expected this based on all of the horrible stories I'd been reading online, but I didn't think that they would advertise a complete lie on their website. The only way to contact customer service is through a form on their website. I contacted my bank and they were able to give me a phone number, which I called and it appeared to just go to someone's cell phone voicemail. I did receive a response the next day saying the order cannot be cancelled for any reason (somehow they can't contact their own warehouse?). I was told that the shipping time increased because I ordered more than one item, therefore they needed to engage their freight shipper, XPO which takes much longer. The technology must exist for this to be explained on their website while ordering! I told them I wanted a full refund as the shipping was not at all what I was told it would be. The customer service person told me that the shipment had already left their warehouse headed for XPO and she MAY be able to reroute it back to their warehouse and refund me. However, she wouldn't refund me until she confirmed this was possible. They are holding my refund hostage while they figure out logistics. I paid money for something I will never receive. I don't know how this company is still functioning! If the issue is with their shipper, they should seriously consider who they're using, that seems obvious. What really irks me is their total lack of humility and not admitting that they made a mistake. She was condescending and made me feel like it was my fault for not understanding their shipping process. Save your dollars, save your sanity, don't order anything from Floyd, it just isn't worth it!

UPDATE: On 11th March 2022, I received the new sofa base-board to replace the previous one. All the threads on this new base-board were properly machined and the thumb-screws turned in smoothly. The sofa is notably much sturdier with all screws securely able to thread in. Floyd communicated promptly and clearly, keeping me updated during this replacement process. They also sent me a replacement chaise board for good measure. Because of this, I've decided to change my rating from 1-star to 3-stars. Problems are bound to happen. Although issues with initial purchases/deliveries are frustrating, I highly appreciate Floyd's effort in resolving it.

OVERALL: Interesting concept and idea that seems to fill a niche in the furniture market. However, Floyd needs to significantly improve their customer service and quality management to justify the price point. I just received a Floyd Sofa with Chaise from delivery. You have to ask yourself if the convenience of having Floyd make this type of take-apart-able/re-assemble-able sofa is worth it for you. I thought it would be and, considering the price, assumed the quality would match. Floyd's customer service is essentially non-existent. My many requests for clarification of details of the Room-of-Choice delivery were unmet. Also, my follow-ups on a mischarge to my PayPal was ignored (fortunately, PayPal settled my case by making the correction). The one response I did get was out of necessity 24-hrs prior to delivery where Floyd updated the logistics company with the correct complete address. During delivery, I appreciate the components being in individual boxes that can be manageably carried (definitely suggest 2 people for the main seat). During assembly, I was frustrated that 5 out of 12 threads for the knob-screws were extremely difficult to drive into. Unfortunately, a pair of these are on the same leg, so one leg wobbles. 1 out of 12 pins required, what I would consider, excessive force to put in place. Also, Floyd has a couple photos of kids/people jumping onto the couch on their website. I don't trust the main-seat enough to withstand that at all. The arm-rests and back-rest went on ok. I wish the screws were a couple threads longer so I didn't have pre-load them so much to compress the fabric/padding for the threads to catch. Then, I feel a couple more threads would help the security of the arm-rests/back-rest. I try not to move the couch too much as I feel the legs may rip-off as they catch the carpet below ... Something I never really had to worry about for any furniture I've had. The legs on the chaise went on very smoothly. I appreciated the design of the layout of the threads as it makes it impossible to mis-install (legs can only go on one way). However, 1 out of 4 threaded holes for attaching the chaise to the main seat failed to accept any of the four knob-screws provided (the other three holes were fine). So, I have to settle with a partially-attached (not fully-mounted) chaise. At this price-point, the customer should not be forced to settle with the product (since customer service is unresponsive) and should not have to consider modifying the product to meet the marketing claims.