Joss & Main
Reviews and Complaints

I purchased two bookcases from J&M on October 11 for $3300 but only received a single unit on October 30. J&M had both in stock but their supply chain screwed up somewhere and only shipped one. I have been on the phone with their customer service FOUR times for corrective action but the second bookcase will not begin to ship until the end of this week and expected delivery date is December 13. To be fair, the customer representative has gone out her way to fix this problem but she lacks authority.

I placed an order for a sideboard and painting. Two days later I received an email that my order had been cancelled. I called immediately to find out what had happened and was told that my order had been flagged as fraudulent because my shipping and billing addresses did not match. That is correct, they do not. I had entered the correct billing address to match my credit card and the correct shipping address for the items. Why have an option to enter a separate billing address on the site? Customer service informed me there was nothing that could be done unless I wanted to call my credit card company and change my billing address! Ridiculous. So even though all my information is accurate and I wanted to order these items, they won't allow me to. I regularly order off home shopping sites such as Horchow and One Kings Lane all the same information and no problem. Very disappointed.

I made the mistake of ordering prints from Joss & Main that could only be exchanged for store credit. I was sure I could find something I liked for the 200 some dollars I spent. Months later I am still having to deal with this poorly managed company. The products are misrepresented online, forcing you to have to return them- and then beg for your account to be refunded. The customer service team sends you the sugary sweet blanket response "We are so sorry! You're account will be refunded in 3-5 days." -which it never is, so you have to contact them again for your money. To make matters worse, they send emails with conflicting information causing confusion about the account and your refunds.
I was working with a customer service rep to sort out these issues- who blamed it on a glitch with my account. Then when I asked again about my refund, she claimed I recieved it before, my return was even received by Joss & Main- then two days later, I was told my item was just returned and I would be refunded. When I wrote for explanation and my money- I never heard back. Confused? So am I...and that's how they take your money. I have contacted the better business bureau in regards to the scamming company. RUN- RUN FOR THE HILLS!

When my order was placed with free shipping, the order summary popped up with $60 shipping fee! I immediately took action to cancel the order via phone and multiple emails. Joss and Main responded by email and said the request to cancel the order would be processed within one day. 8 days later the order arrived on my doorstep with a $60 shipping fee included in the total.
Joss and Main did not honor the free shipping that I was gifted from a previous order nor did they apply the free shipping incentive advertised on Sept. 5th

NEVER buy from them if you need the delivery date to be anywhere accurate. They give you ship dates that constantly change. I had to change the bed I was buying 3 times to try to receive it by the time I moved. Each time I was told it would be delivered on time and then I would receive subsequent emails changing the delivery date.

9 weeks ago I purchased a beautiful picture as a surprise birthday present. The date for despatch and arrival worked out well. 9 weeks later picture did not turn up. They kept in touch as I had put a complaint but kept on feeding me with rubbish. Could I give them a couple of days to chase it up. I cancelled the order and was offered nothing in the way of trying to keep my custom. I will never use them again

beware when purchasing furniture that Joss and Main will charge an ADDITIONAL 20-40% for stupidly slow shipping/delivery!
charged me an addtl 24% for dresser shipping and another additional 37% for side tables/night stands.
And for the HUNDREDS of $$$ that i paid in shipping they will only drop it at the door, not in the room nor set it up. really? i pay hundreds of $$$ for a service and you cant even set it up in the correct room? They also would NOT stay while we unwrapped the items to make sure they were not damaged. Really? awful service.
And items arrived with damage on them. you're gonna charge me 24-37% for shipping and then it arrives damaged? terrible business; wish i never purchased with them.
I don't understand why they should gouge us (customer) for shipping when their sister companies dont charge for shipping, or at least perhaps its built into the cost. its false advertising to advertise a item at a "discounted price" and then recoup that discount and more via exorbitant shipping charges.
All in all, I only saved at most 8% by purchasing with Joss & Main. Wish I never did business with them.
The only nice thing I can say for them is that its generally a decent experience talking to customer service regarding item questions.

Three of the four separately ordered items from Joss and Main were delivered damaged! The final straw was when one dining table sat at the warehouse until I enquired why it had not been delivered. They knew it was damaged so they hid the evidence by wrapping new cardboard over the very damaged packaging and sent it off to me. The table had been dropped from some height on the corner and was completely destroyed. They refunded me but I had the cost of getting rid of the table, which is why they delivered it to me damaged. Date of delivery 12 March, order number [protected]

Spent ages agonising over a piece of furniture and eventually decided on a quite expensive one from Joss & Main. Got the confirmation and gave a delivery date so I took a day off to make sure I was at home to receive it. On the day I checked the tracking and saw there was a delay but as it was not specific so I called them for more details. I was then told they had cancelled my order because the item was "too heavy to ship" for their courier. What a ridiculous situation. They said they had e-mailed me but no sign of that (how likely is that?). They said they were very sorry but nothing they could do. No real apology or attempt to sort something else out - in this day of parcels moving all over the world I can't believe it is beyond the wit of man, or a company that cares at least a little about its customers, that they could not sort something out.

So we are left very disappointed and angry that they could not care less and did not even tell us in advance so I wasted a day at home. All together very shoddy experience and will never be using them again and I suggest anyone else is very wary as they may take your money and then decide they don't want to sell it.

Nice stuff. However a little too good to be true. During first attempt to make a purchase, I noticed in Checkout that the company charges International shipping (on top of regular shipping/handling) and Duty fees, which I can understand if I lived somewhere outside the U.S. or Canada. I contacted Customer Service immediately, and they assured me that those charges would only be applied if I lived outside the U.S. and Canada. So, I tried again and asked Customer Service to confirm the actual charge before sending the order as the website was still adding the extra charges. To my dismay, Customer Service said that the extra fees are to ensure a "seamless shopping experience" and that they would not be able to cancel my order as it was already ready to be shipped, even though I had emailed them as soon as I processed the order. These extra fees almost add double to the purchase price!
There are other websites that sell the exact same items at a similar price without charging extra for International shipping and duty fees.
I have not yet received my purchase, but hopefully it will look as wonderful and be of good quality as it appeared on the website.
Or that would be a complete rip-off!

I ordered a bed set from this company in Lavender and blue - and received one of a totally different color and name! I contacted the company numerous times and their last reply to me was that I should not have to pay for an item that I did not receive, and that if I verify the information from my order they will either ship what I DID order or refund my money if it is no longer available. I sent two MORE emails verifying (per their request and information) that what I received was no where near what I ordered (wrong color, wrong name, and wrong item number). Now I find myself just being completely ignored... I wish I had taken the time to read customer reviews BEFORE I fell into this trap! I am now stuck with a bed set that matches NOTHING in my bedroom and the quality is horrible. I do not think that it will ever live through the first washing...
Potential customers beware! This company sucks in quality, customer service and reputation! I will shop from now on with businesses that I know and can trust!

Really terrible experience with this website.. I ordered lanterns in September, I was assured that I would receive them before my brother's wedding in October. 2 days before the delivery date I received an email to say that the delivery had now been moved to December.

When the package finally arrived in Dec the item's glass had shattered. Terrible packaging considering the item is made of glass, no bubble wrap - just a cardboard box within a cardboard box. I would not recommend you use this website.

The service representative on the phone was really helpful. I was given a full refund and was told to throw away the item.

An item was charged to my credit card unknown to me until I received my bank statement. The item was delivered to a house that I no longer live at and they would not refund my money. Their solution is for me to drive over an hour to my old address to try to get the package and return it. Having an item that I didn't order- charged and mailed to an address I don't live at and asking me to get that item and mail it back as the only way to get a refund is criminal! Joss and Main sucks!

I am a first time buyer and had an awful experience purchasing products on Joss & Main website. I bought 3 pieces of jewelry which looked great online though in reality they turned out to be made of cheap plastic and were very uncomfortable to wear. On top of everything, they don't offer free shipping or returns. Never again.

I will NEVER order anything again from Joss & Main or Wayfair as they are one in the same in the shipping category. I ordered a bathroom vanity and had to pay $150, which I thought was a lot, but the price of the vanity was good, so I was willing to pay a little extra for the shipping. The original shipping date was 3-4 weeks after it was ordered, which I was OK with. Once the vanity arrived at the shipping distribution center, it took at least another week for me to receive a call to set up a delivery. The vanity was for my summer home, which was not where i originally had it sent to go, so I called the shipping company to see how difficult it would be to change the address, and they said, no problem, we deliver there as well and we can fit you in next week. So, they penciled me in and told me to contact Joss and Main with the changes, which I did. So, the night before I was expecting the delivery, I waited for the call with the time frame for the delivery. No call occurred. Our plumber was going to make the 1 1/2 hour drive to our summer place to receive the vanity and install it, and I wasn't sure if it was actually going to happen. I called Joss & Main that night, and they said that it was in the system to arrive that day between 7 am and 5 pm, so I told the plumber to go ahead and plan on it. The next morning, I contacted the shipping company to get the time frame, and they said, "Oh, Joss & Main called us and they're planning to collect the vanity and take it to another shipping company!" I couldn't believe what I was hearing. Here I had our plumber drive 1 1/2 hours to our house, and Joss & Main doesn't even inform us that the item is being collected and sent to a different freight company! What type of company can stay in business like this? Do they just expect people to hang around, miss work, etc. to receive items that will never arrive? After an hour on the phone with incompetent customer service reps and their so-called supervisors, I couldn't take it anymore! The supervisor took no responsibility for their mistakes and tried to make me feel like it was my fault. Now that my blood pressure was sky high, I had to tell the plumber to go home and apologize profusely. After getting off the phone with my husband, he said, 'go pick up the damn vanity at the distribution place (which was only a 1/2 hour from our house) and we'll bring it to the house ourselves. So, that's what I did. And, when I was there, the freight guys told me that they had been delivering for Joss & Main and Wayfair for the past three months, and it has been nothing but problems - they don't know what they're doing! So, lesson learned, I will never order anything from this company again! It's too bad, because I really liked some of their product lines. Needless to say, I told them I would not pay for the $150 in shipping because I had to pick it up myself and we're going to have to lug a 200 lb vanity upstairs - they did agree to credit me for this. Now, I just hope once I open the box, it's all in one piece!

Joss and Main cancelled ALL of my orders all 5 of them and sent me one email for my very first order. No additional emails where sent to me and when you call they are not pleasant. There was a mistake with THERE pricing online and they did not honor it! Where is the customer service. They sent one email that states they made a mistake on there pricing and as a customer I have to pay. HORRIBLE CUSTOMER SERVICE. Is it the customers fault that someone did not do there job with pricing the items correctly?

Joss and Main has forever lost my business. I ordered a tufted armchair for my living room and I received the wrong chair. No big deal but I called and they said they would send a new one. However, I was going out of town so the lady agreed to set it to arrive when I would be back and that I would receive an email when it shipped. I never received an email so I called when I got back in town and asked them to ship the chair. The new chair arrived and lo and behold it's the wrong chair AGAIN! Meanwhile, I still have the first wrong chair. The return process for furniture is AWFUL! The box wouldn't fit in my car so they said UPS would come pick it up. The problem is that they don't pay for the kind of pick up that you can schedule. This means that UPS just comes whenever and if you're at work, too bad! They make three attempts and that's it. Finally, Joss and Main just told me to leave the boxes outside my door with a signed note for UPS to pick them up. After having two huge boxes taking up space in my apartment for a few weeks, UPS finally picked up the boxes. The third chair they shipped was the correct chair but it did not have the screws for the back legs! I emailed them and asked that they ship the screws. I got a response saying that the screws had been shipped. What did I receive today? Another dang chair! So now I have another huge box in my apartment and will have to go through that UPS mess again to send it back! Throughout all of this, Joss and Main never offered me any sort of shipping upgrade or store credit. The company is incompetent and I will never use them again!

I order a sofa from Joss and Main on June 2. My product finally shipped on June 18, which is 4 days after I was originally told (on the website in an order confirmation, not in an email) that it would ship. I have also received ZERO email notifications on the shipping or delivery process except one to inform me that my shipping had been delayed. I have had to log into my account everyday to see the status of my order. When I notified them I did not get a shipping notice, instead of resending, they emailed back and just said my estimated delivery would be between 6/24 and 6/27. I emailed again and asked if I would need to be there. They said that I would as the delivery does not include moving the product off the truck. I had to email back a third time to find out how exactly this was going to arranged; should I expect to hear from the delivery company?

One email, explaining all of this would have been better than just providing the minimum information every time I contact you.

If you are looking for any sort of quick delivery or responsiveness, Joss and Main is not the way to go.

After ordering several bathroom products which proved to be substandard in manufacturing quality, I began the return process. They obviously keep no record of your order as you have to email them all the information ten times over. Then you pay to have the items returned, but because they are based in China, they seem to reserve the right to refuse payment of customs charges, which means on an order costing $150.00 with a $30.00 return fed ex shipping fee, they will request that you pay $350.00 in customs fees on THIER behalf. How crazy are they? Very! Do not under any circumstances use this site!

I ordered and two items and when it arrived it was in the wrong color. I double checked my invoice to be sure I hadn't made the error and I didn't. I contacted customer service and they refused to take it back and/or send me the correct items. I am so upset. I had placed other orders and it was going well and now this. They lost a customer and I will share my experience in hopes that no one has to lose money. A mistake of theirs cost me. Unbelievable. Worst customer service ever.