Joybird
Reviews and Complaints

If I were you I would heed the other complaints here. I took a chance on Joybird because the quality is supposed to be better than other online furniture retailers. I ordered my couch on August 1 and was told it would arrive Sept 11. Joybird advertises that you can get updates as your couch is built- a lie; that system is 'broken'. When September 10 came and I hadn't seen updates about delivery, I contacted Joybird only to be told that their system was down. I contacted them a few days later and was told my couch would not be completed until October. Mind you they never reached out to tell me my couch would be ONE MONTH LATE. So essentially the way the Joybird process works is you get suckered in with gorgeous images and false promises of a build updates. You fork over $2000 plus and then wait 2+ months for a couch to be built. Oh, they are always experiencing high call volume so when you call the line hangs up on you automatically, forcing you to use their online chat system where you get to chat with someone outside the country who has issues accessing any relevant information. You might as well go to the casino and gamble;throw away thousands of dollars and hope you get something. My couch has still not arrived, I cant get through the phone and the online chat system is aggravating. And JOybird has not communicated with me since they took my money. If you order with Joybird, do not get rid of old furniture assuming your order will arrive on time. Well. you really just shouldn't order with Joybird.

I have the most gorgeous sectional from Joybird that I get compliments on every time I have guests. I'm extremely happy with the final product. The journey to the final product had a few hiccups which is why I've docked them a star. My couch was ordered pre-pandemic so the manufacturing began at the end of February and it arrived about a week ahead of the estimated date in April. However, upon arrival, the couch was missing 4 legs for the chaise part of the sectional. I was able to contact customer service and got a call back on the same day saying that the legs would take an extra 4 weeks to arrive since they cannot access their US storage due to Covid and that they'd have to be mailed to me directly from the manufacturer. Sure enough, they arrived about a month later and then I realized that there were no brackets to attach the couch and sectional pieces together, which also had to be shipped to me separately. Those took about a week. Once they arrived, it took another week to get a technician out to install them (who was very efficient and punctual). After the hassle of the 3 separate shipments, I received a shipping refund on my purchase and I am now pleasantly happy with a closed transaction. While customer service did often go to voicemail while I called, I attribute that to the pandemic and reps working from home and I DID always receive a callback when I left a message. Every rep I spoke to was very kind and informative and they were apologetic of my experience. Overall I would recommend them to a friend, but buyer beware that shipping may take a bit longer than anticipated.

My partner and I ordered a sofa on 9/5 and we had an initial delivery date of mid-October. In early October Joybird reached out to us to tell us that there were unexpected delays and we won't get our sofa until early November (this was handled well and communicated well by Joybird.) Last week (October 25th) we were alerted that our sofa has shipped and will be arriving between November 7th-12th. Today we checked on our estimated delivery and it now says that the delivery is set for January 21st at the earliest. I find it hard to believe that a Sofa that has already been shipped would take that long to get delivered. My partner and I financed our sofa and are already being billed for it. The billing started on the original delivery date. But since we aren't scheduled to get the sofa for another 4+ months it doesn't make sense to be paying for the sofa. I reached out to Joybird's support team and after a few attempts, I was able to get ahold of somebody. The support rep was deflective and tried to blame the delays on the Texas Freeze from February . (that makes zero sense as it has been 8 months since the Freeze and if the delivery partner Joybird has in Texas isn't able to get their act together in 8 months then Joybird needs to find a competent partner to handle their deliveries) TLDR: Joybird has been inconsistent with its delivery estimates and uncommunicative of potential delays. They make beautiful furniture but their shipping and delivery systems are ineffective and their communication channels are awful. Until these issues are fixed I do not recommend ordering from Joybird.

I ordered a sectional ($3,600) around Dec, 20th 2020. I was very patient with the build process and requested updates. I noticed customer service was responsive, but did not provided detailed information. Fast-forward to today 02/22 my sectional was shipped from the Joybird facility the end of January (I was never provided tracking. I only found this information out by reaching out to customer service via email) It arrived at JB Hunt in Mcdonough, GA to be delivered to my home. I was still not provided tracking and reached out AGAIN to Joybird who informed my JB Hunt was doing a 'dock search' for my order, this went on over a week. As of three days my emails nor calls are being responded to. JB Hunt received the delivery per their website on January 27th. On February 4th I was contacted to schedule delivery which I did for February 22nd. I checked tracking and on the 19th it was loaded to be delivered. Today 02/22 I receive a call that their delivery was 'over scheduled' and I would need to reschedule a week out (after waiting a month and being told my old furniture had to be moved out, so they could move the new sectional in) I tried to contact Joybird via email and phone multiple times to resolve this issue with no call back, answer, or reply , and JB Hunt has been ZERO help at all. I have never left a review for a company based on customer service, but Joybird and JB Hunt have been so unprofessional this entire experience. I would not recommend either. All in all I have a $3,600 sectional somewhere. Joybird couldn't tell me where it was and JB Hunt is incapable of scheduling deliveries.

Spending a few thousand on a couch was a hard decision, but after researching and speaking with joybirds team I decided to purchase a sectional. They advertise build updates on their site, these never happened. As soon as I made my purchase I could no longer contact their customer service team. Whether it was phone calls, text messages, emails I could not get in touch with anyone concerning what was going on with my couch. I placed my order August 6th and did not receive my couch until October 23rd. Upon arrival the couch was to be put together by their white glove service. The gentleman were nice but from a separate company contracted by Joybird. Unfortunately when assembling my couch there were no holes drilled in it for the legs! Not only that but it was also missing hardware! The kind men told me to accept the couch and contact Joybird. That was fun. I spent an entire day (at work) calling the customer service line every half hour, leaving messages, emailing every hour, texted every hour. FINALLY I received a call back. I was told they would take care of this with the warranty team and give me a partial refund. I have received one email from the warranty team that a technician would be calling me. No refund has occurred yet and I have not heard from a technician. It has been A MONTH. I am PREGNANT and it is becoming increasingly difficult to get up off the ALMOST 3 THOUSAND DOLLAR COUCH that sits on my floor. Do not purchase from this company! I now email daily, call daily and nothing. At this point I'd just like them to take it back so I can buy something local. This has been the worst buying experience of my life.

I ordered a console from Joybird in February 2022. As of last week, they have attempted to deliver it to me six different times and all attempts have failed. Twice, the console that arrived damaged in shipment and they returned it, promising to replace it. Four times their outsourced (utterly incompetent) delivery service provider, LaZy-Boy, simply never showed or called even though I received email and text confirmations of delivery times. I waited three hours for each and every of those no shows/no calls. I have had to constantly contact Joybird, leaving messages on their answering machine because they cannot provide live customer service agents or emails. It has been escalated to a manager, who keeps trying to follow up with LaZy-Boy but she can only contact them via email, apparently, as the LaZy-Boy delivery warehouse cannot manage basic deliveries, inventory management, and follow through, and they aren't available by telephone, so Joybird customer service has to wait days for email responses (when they get them). While the customer service person at Joybird has tried to resolve the issue several times to no avail, I've now been waiting over 10 days for the latest failed delivery (#6) to be resolved and the irony is that there's a console somewhere close by that LaZy-Boy is too LAZY to try to track down and deliver. Overall, it's an utter fiasco and I will be filing a formal complaint with the Complaintsboard.com next week. If furniture requires delivery, the onus is upon Joybird to have a system that works. This is a very poor reflection of their and LaZy-Boy's customer service and they have lost this customer (and anyone I know) for good.

I ordered a day bed last June. They sent me one that was so dirty it looked like it was sitting on someone?s front lawn for a week and one of the holes wasn?t drilled for the legs. I refused the delivery and called Joybird. They said I had to accept the delivery and go through warranty. If they couldn?t fix the one then they would send a brand new replacement. I waited multiple weeks for a technician to come out while this daybed sat on my floor. Meanwhile I was chasing my 1 year old to stay away from it because she almost cracked her head open. The technician came out and asked do we even want to keep this thing? I explained no, but we had to do this first. He fixed the leg but obviously could not get all the stains out. We ordered another one which again was delayed and received it in September . No leg holes were drilled to install the legs. Called Joybird. Waited over 5 weeks for a technician. Finally got the legs on. Day one the leg bowed out because the bar that connects the legs was too long on one side. Emailed Joybird. Said they would said replacement pieces out. I said I just want my compensation and didn?t want another person in my house during a pandemic. She said they can?t say the orders complete until I receive the pieces in 5-7 business days. After 12 days I emailed them that I still did not receive the pieces. I received them a few days ago now after them apologizing. Again I asked for my compensation. Still have a bad daybed. Spent over $1700 and no response yet from them. This is unacceptable. They are taking peoples money and not delivering. It?s now been almost a year. It?s April and I ordered this in June.

I placed an order for a chair in mid-June. Order J-XXXXXX I was given a delivery date of mid October. I did not receive any notifications during that period, but had no reason to doubt the promise. When the projected delivery time approached, I revisited the website to see if any update had been made about the chair's completion, status, shipment. Nothing had changed (in fact today, in January, nothing has changed). Waited a week or so. No contact. So I emailed to ask about the status, and was told it was delayed because I had ordered a fabric that was out of stock and they were thus delayed. Why no contact to let me know? Asked for an order date and after an exchange of emails with ***, and ***, all I got was late November. I've been strung along all these months while they took their $1400+ back in June. I'm still waiting for communication, having been told most recently that it will be delivered in late January. I'm doubtful, but now that they have my money, they've got me over a barrel. I can tell you I will not give them any more of my business, but maybe more important is to get others to consider the poor communication and empty promises wrung out of them that still have not brought about my chair's delivery. If they had contacted me to tell me about problems with supply chain (as their customer service number now admits), early on, I would have had more options and more good will to wait patiently through what must be a terribly frustrating one-off, the likes of which no manufacturer has ever seen. I am capable of sympathy. But failing to let customers know ANYTHING about what is going on until six months into the crisis is bad faith. Please be warned.

JoyBird?s website says that you will get build updates about your order. That never happened. The updates are ?started? and ?shipped.? Then they say you?ll get a text to schedule delivery. Never happened. I have, however, had several phone calls from JB Hunt and my local delivery teams. JB Hunt schedules a delivery (and I have to take time off work to be available for a FOUR HOUR window). Then the local delivery team says the furniture was never delivered. I reach out to Joybird support and it takes DAYS for a response as they only email you. If you call, you have to leave a voicemail, and it?s been over a week and no one calls back. When Joybird finally emails back, they do some gaslighting and tell me that the furniture was scheduled for delivery as if that solves everything. They don?t communicate effectively with their logistics partners so I keep being told I?ll have my furniture on a certain date, I take off work, and then the furniture never shows up and no one can tell me where it is. When I tell Joybird I?m frustrated they jump to ?we will cancel your order.? Then I?m anxious for days because at this point I?ve been waiting for furniture for over three months and the last month has been scheduled deliveries and failures to deliver. At this point, I am pretty sure I?m being scammed. I paid Joybird $4k for products and services they won?t fulfill. Then as I look closer, if the order is cancelled, they will still keep 5 to 10% of the payment when they are the ones who fail to deliver. I also requested to have my protection plans refunded since I have lost faith that they can fulfill the promises of the terms but they have not refunded my money. Joybird is a nightmare company to do business with.

I also wish I looked at these reviews before buying. We have a showroom in my city and although the employees there are very nice, they literally have no power to do anything with customer service. I should've avoided after that being the first red flag. Granted they did give me fair warning on processing time due to the pandemic and that has been on schedule but it doesn't get much better. I get told that my sofa is ready for deliver and to pick a date. Great! I choose a date and then am told I will be contacted the DAY BEFORE with a delivery window. No options to even choose what that window is. I live in a condo building and our freight elevator can only be used during certain times. I've tried to make this known over a week in advance of the shipping date and keep getting vague answers like "we sent your request over but have not heard back yet". How long does it take for someone to get back to you about an upcoming delivery? Not to mention it takes up to 24 hrs for them to respond to your e-mail. I finally decided to call again 2 days prior and a message tells me there is no one to man the service line due to company wide training. EXCUSE ME? You have no customer service for the entire day? WHO DOES THAT? Eventually I found out I could chat with someone online but he was wholly unhelpful and essentially said "I'm not in the shipping department I can't help you, there's no way for me to contact anyone at the carrier". "We're at the mercy of our carrier". Well maybe you should fix the agreement with your carrier. I hope my sofa gets delivered and I enjoy it and never have to do business with this company again. I paid over $2000 for a piece of furniture only to be treated this way? HELL NO. Unacceptable.

Consumers genuinely need to stay away from this business. 1. There is a lack of transparency around general business practices that I honestly liken to fraud. You should not be promising customers expected delivery dates within 3-5 waits when you have absolutely no ability to deliver on that promise. Timing of delivery, especially for items like furniture, can directly impact buying decisions and their deception leaves you completely locked into an expensive purchase with no item received for months. 2. Customer service is non-existent. Their phone numbers NEVER have live individuals at the other end. Your only option is to leave a voicemail. They open a live chat on their website SOMETIMES but when you go to use it, "agents can't be reached." You can, however, submit a form on the website to email someone with general responses taking days. 3. NO insight into the shipping process. When you finally get an update on an item being delivered to a "regional facility" the only information you receive is that it "MAY" arrive by a certain date and you can't schedule a delivery until it's received. There is no tracking information and no local delivery information so you're in a complete holding pattern until this loads. This is all...3 months into an order I was told I would have in 4 weeks. My order has not made it to a regional facility. My online page has not updated. I have not been able to reach a live person and no one has responded to my emails in days. Now I TRULY just have to hope that his couch one day arrives (and in decent shape considering if you look at Joybirds instagram, many people are waiting this long and receiving damaged items). This company is truly ripping people off - enticing you with deals 20-30% off, promising you a delivery date and then continuously pushing it out without any explanation.

We ordered a king Edie bed in May . It arrived late August and was assembled by the team. There were numerous cosmetic defects with the upholstery (crooked, bunched, stains, strings) and the sideboards didn't appear to match up. After a month of delayed back and forth due to customer service being behind (claiming they would respond within 72 hours but taking 2 weeks usually) they sent an inspector out. Inspection said it needed a complete rebuild. Joybird graciously granted a rebuild in October . By November it was done, and should arrive in December. January still wasn't here, had to call and they searched and found it just sitting at final delivery dock. Came again, we declined the assembly because as taking apart the old one we found that all the sideboards were completely split! When attempting to assemble myself, I found that the provided bolts were almost 1 inch too long! If I had forced them in I would have split the side panels! So I went and bought my own new bolts that were the correct length, and it went together beautifully. It feels very sturdy, and we like the appearance (the upholstery is much better this time around). So while we are happy with the final product, it took a lot of back and forth over the 8 months to finally get a working product. I will state that Joybird did refund most of the shipping charge due to our hassle with having to get our own bolts, and assemble it ourselves. I contacted customer service multiple times about this asking them to escalate the problem about the wrong size bolts, but it never seemed they did. In fact, when they sent replacement bolts (which took 1 month to arrive) they ARE THE SAME ONES THAT ARE TOO LONG. If you have an Edie bed, I would strongly urge you to check the side panels for any sign of puncture or splitting from these bolts that are too long.

The poorest quality product and one of the worst customer service experiences that I have ever encountered. This business should not be called a business, because it's incredibly disorganized, and they don't have the structure of one. First - my product took 2 months to be finished, and shipped to me. I ordered a sofa pillow, and they would update with misleading updates, i.e.: "the fabric is being cut right now." Or "sewing is happening now." This was all over the course of the two months. Second, I thought gee, if they are hand makimg this thing, a little wait should be fine as the product will surely be delicately and finely made. Wrong! The pillow was filthy with lint and remnants of cardboard pieces, and to make things worse - the gathered velvet around the tufted middle of the cusion was ripped. Ripped! There were also exposed white threads underneath the button of where all of the velvet was gathered. The price I paid for this pillow did not imply that this was the quality I would be getting. It was over 50 USD, and I got something that looks like it was slapped together last minute, and then dragged through the factory. It is outrageous that it passed "quality control" which was part of the process update that they claimed my pillow was going through while i was waiting for it in the two months. Rebecca in customer service then placated me in informing me that the warranty department (if it even exists) takes a little while to get back to customers. No wonder with all of the shoddy products that they ship out. A complete waste of my time. When I asked to escalate my issue, or to speak with a manager, she nonchalantly let me know that no one was in the office. A total sham company. The business needs to be inspected and shut down for all of the lies to their customers as well as falsely advertising the product that they were selling.

I order a sections and ottoman from Joybird june 26 for my move to a new place. Once I had moved a received the delivery of my sectional. The chaise of my section was correct color and fabric the love seat portion was pink and velvet. I contacted the company and after waiting and repeatedly attempting to contact them. I finally received a response were they apologized so they were sorry and would replace the loveseat. Over a year later I finally received my loveseat in the correct color and fabric. But this time it was stained and broken and would not connect to the chase I already had. Is also a slightly different color than the chaise I had for almost a year. I once again contacted the company again had to wait several days almost a week. There?s no option when you call Lynn to actually speak to a person you have to leave a message and then they?ll get back to you it is truly when they feel like it. After talking to the lady on the phone and through email for almost a week I decided that I would allow joy bird to fix this mistake. I mostly just didn?t wanna be with out a couch again. They offered to have someone come out clean and fix the sofa. The company they hired told me several times they don?t work for Joybird and changed my schedules appointment three times. Then I was told the only time I could only have my sofa serviced was between 7-9pm at night. I told the company this was not acceptable and contacted Joybird again and told them what had happened and asked for a refund I was also offered a partial refund for the Mismatched fabric (which I never got) and was told sorry you are now outside your window there is nothing we can do for you. So I have paid over $3k for a mismatched sectional that arrive dirty and damaged and the company isn?t going to fix anything. Save your money. Also the sectional I have had for a year the buttons on the tuffting have come off.

The worst customer experience ever. What a nightmare. 1) Delivered broken and damaged item (october). The shipping company luckily was wise enough to tell me that Joybird has terrible customer service and to not accept the broken item, as it would take forever to be picked up and returned. They took the piece back. I then had to wait 2 weeks for Joybird to get photos from the shipping company before they would send a replacement. 2) Missed delivery window for the replacement item (november). 3) Lost replacement item (November) I had to contact them to even begin "looking" for it. This is a common tactic they use as well. There are hundreds of other customers who report that Joybird "lost" their pieces. Either they are lying about shipping information, or worse, they are destroying the environment with lost pieces of huge furniture that then get remade and replaced. What a waste! 4) Missed delivery window on the Second replacement. Again, had to reach out to them to even hear if there was an issue. "Looks like we are still on track to ship your order out to you between Dec 10-17th"-Joybird rep 5) Missed delivery window on second replacement, again! (January) . This is after I was told directly by them that my item would ship in early January after the December date came and went. "we will be shipping the order in early January and will share tracking via email as soon as it ships"- Joybird rep 6) Now, after contacting them again after the missed January date, they tell me the piece is out of stock and they cannot fulfill the order. After all this, they offered me back $64 on a $1000 order, and I would have to wait until late February (which lets be honest, at this point could I trust them to meet this date). I canceled my order and should be getting my full refund soon. I wish I could go back in time and read all of these reviews on here and Facebook and realize to buy from somewhere else.

If I could give zero stars, I would. I worked with a designer from Joybird online to help me with the LR for our home. The design was lovely, and upon deciding on colors and such, I placed an order for 2 chairs, 1 leather sofa, an ottoman, a table, and a side-table in June. The furniture was supposed to be shipped by mid-October . October came and went without any communication from Joybird. I reached out to inquire about the order and was told, it would be shipped by the end of November. This happened several more times, without so much as an email from Joybird. Mid-December, the rug appeared, just dropped on the side of my driveway in the gully in the snow... The rug was stored to await delivery of the rest of the order. In January I had to reach out to them again to learn that the fabrics I ordered are "no longer available" and I had to pick new fabrics... I was given options that were "available to ship now," so I would not have to wait any longer. I did select fabric and leather that was "available to ship now" only to find out weeks later that the coffee table was no longer available, the side-table was no longer available, and neither was the leather for the sofa... the chairs and ottoman were being prepared for shipment.Today the chairs and the ottoman arrived... in preparation for their arrival, I unpacked the rug, which sadly is of inferior quality and would not stay put even with a rug pad underneath. All four legs of both chairs were pointed forward and attempts to stabilize them and sit in them resulted in the chairs tipping backward. We noted the defects on the delivery slip and I promptly initiated a return of all of the items, only to learn that they will not accept the return of the rug... apparently, rugs are not covered under their 100 day return policy. They gave me a gift certificate for $125 to make up for the trouble, which felt like adding insult to injury. Worst experience ever!

I am sitting at my desk crying wishing that I had read the Complaintsboard.com and NY Times reviews for Joybird before I purchased my sofa in January. As the NYT states: A number of customer reviews from 2019 and 2020 cite issues with manufacturing defects, unresponsive customer service, and poor communication. Check! Check! Check! My couch was originally slated for delivery in late February/Early March and it arrived with one of the pieces (3 piece sectional) manufactured for the wrong orientation. I ordered a left orientation sectional, and one piece came with the armrest on the right side making the whole couch unable to be assembled properly. I reached out to customer service via phone, email, and chat and when I finally heard back from someone, they looked at my pictures and agreed to replace the incorrect piece. 2 months later the new piece arrived and it was STILL WRONG. Literally, the same exact mistake (for all I know they sent me the same exact piece and didn't bother making a replacement). I called customer service right away and was told I would receive a call back that same day. 5 days later I had yet to receive a call, an email, NOTHING. I again tried calling customer service and after getting voicemail multiple times (despite calling at 10am ET/7am PT sharp, which is when they are scheduled to open), I resorted to submitting an online request for customer service. Finally, later I got through on the phone and was told they were waiting for the delivery guys to send them pictures so they could verify the errors. I told them I had my own pictures and sent them immediately. Despite all that they still said it would be 5 or more days before they could verify the error or have a manager call me. I'm at a complete loss here and am not sure what I should be doing. Do I contact visa and try to clawback the $5,000+ that I paid Joybird 5 months ago? I have never in my life dealt with such a companythey truly seem to be a pure mess!

Horrible experience. Do not order from them as you may not ever receive your order. They will almost certainly just waste months of your time, and they will treat you terribly. We ordered our couch on May 28th, and were given a lead time of 8 weeks after we finalized our order by choosing our fabric. We ordered from Joybird since they offered 50 colors to choose from, and so as they stated on the site they would send us samples of all of them. They initially sent us 20. After repeatedly (3 times) trying to have customer service send us the remaining samples, each of which they promised they would send them all, we ended up with a total of 29, and were told by customer service that those were all that were available. At this point it had been 2 months. We ordered one of the 29 and waited. Come August 28th, we were told our couch would arrive at our regional center mid-September. In late September, the couch was still marked as in transit. It remains at that status until this day (1/26/2022). We contacted Joybird once or twice every week and were never given a straight answer as to where the couch was. After a month they told us that they had been unable to set up delivery because La-Z-Boy (which is the same company as Joybird) was having a technical issue and apparently they couldn't just call them. The contact at La-Z-Boy was "on vacation" and would be back the following week. We continued to call them and in early December they reiterated that this was still the issue, and coincidentally, the contact at La-Z-Boy was "on vacation" and would be back the following week. Clearly this was not true, or La-Z-Boy has an amazing benefits package. Finally, in early December the admitted they had no idea where it was and rebuilt it from scratch. They said it would arrive early January. It is now late January, and they are not responding to messages or phone calls. We have wasted 8 months of our life at this point. This was a huge investment, we just want our couch

I wish I could give zero stars! I ordered my dream couch from Joybird on Feb 2nd. I was given a delivery window of end of Feb- March 3rd. That window came and went. I finally got my couch in May. That's not even the problem I have. Within 3 months, the cushions of the couch began looking misshapen and ugly.I began having to fluff them daily just to have them look remotely like a rectangle. I was concerned considering the couch cost me 4K. Nov, I began noticing that the couch was sinking down when you sat on it.The springs were making popping noises and when looking at someone seated, they were clearly caved into the couch. I reached out to Joybird in Dec when the creaking and popping noise increased and the couch looked increasingly caved in. We are fit, small statured people. So there's no reason for a 4K couch to be having these issues 6 months into owning it. I assumed there was a structural defect and they would correct it. I wasn't even worried. Joybird sent out a 3rd party technician a few weeks later. When he arrived and inspected the couch, he didn't find any issues with the wood frame, but he found that the springs were completely degraded and the cushions were pancaked and flattened. He was shocked to see such degradations with a new couch of this price point. He stated to lengthen the lifespan of the couch as much as possible, Joybird needs to put in support legs in the center/middle of each side of the sectional, as well as restuff the cushions with better materials. He told me he would note these things in his report to Joybird. I was satisfied as I would never expect a company to not honor its warranty as well as the expensive extended warranty I pay for that is supposed to cover everything. When Joybird followed up,they stated the technician reported normal wear and tear and they would not be repairing it.Blatent lie.They have since sent me canned responses and have washed their hands.I am out 4K and need a new couch! My IKEA couch lasted 6 years!

So sad I did not see these reviews before making recent sofa purchase. We have another joybird upholstered bench seat from a few years back and really love it, excellent quality. But the sofa we just received is really awful. It also seems that there is no way to leave my review on their website. All of their reviews are curated to only show people who are thrilled. This seems like false advertising, as we can tell from all of the reviews on this Complaintsboard.com site. There are open seams in a couple of corners, with the piping sticking out. The sections of the cushioned back that you lean on are uneven thicknesses and uneven depths, looking nothing like the product photo. The slope of the seat is even different, so that you are forced to lean far back instead of supported sitting upright. None of these things match the product images. There are also bulging tacks along the top that are not cushioned so it's left to look like a starving animal with ribs protruding. :( The legs we selected were supposed to be the same as those of our previous Joybird seat. But instead of being stained wood with a visible grain, it is just painted brown. The metal end cap on the legs doesn't even fit properly, so you can see ragged edges of the low quality wood sticking out the edge. The overall dimensions of the sofa also do not match the product listing, and are asymmetrical. The width at the front of the sofa is different than the back, although it is supposed to match. The depth of the sofa on one side is 1" longer than the other side. The thickness of the armrests do not match and the quantity of stuffing is different. Did they not have a pattern to work from? How does this even happen? As others mentioned, YES, it took a long time to arrive. But I would have been fine with late arrival if the sofa had been acceptable quality. Joybird used to make a great product but it seems that they are coasting on early success and shipping out poorly made furniture that does not match description or images these days.

I made a purchase for a couch from joybird. In July I selected my fabric and the couch was scheduled to be delivered by the beginning of September. At the end of august, I received a message stating that the couch was made and was awaiting shipment. Then nothing happened. I contacted the company and they said that the couch will actually be made by September 17th and shipped out no later than the beginning of October. The couch apparently was shipped in the middle of October and I received a message at the end of October to schedule a delivery time. I contacted the company and they said, there was no current deliveries that would go from their regional center to my apartment in ***. They said they would have to find a different company to delivery to my apartment and they would reach out. Days went by and I received a message stating the couch was damaged in their regional center and a new couch would have to be made and this was one week into November. On 11/8 I contacted the company for a return. The said 7-10 business days and my money would be returned. Then I heard nothing from them. I contacted the company again, they said, oh we had to wait for confirmation that the couch in their regional center warehouse was being returned. I said, that has nothing to do with me and they said it would be another 7-10 business days for my money to be returned to my bank account and that would be how the return would be done. No, I received a message over a week later that they just started the refund process through affirm. Affirm said the money wouldn't be returned for another up to 30 days. This company took my money, never delivered a couch like promised, and is not returning my money on time like they said they would! I am missing over $***!

I ordered a couch from Joybird in late September. The estimated delivery would be late October. I made the arrangements to get their "white glove service" and trusted that although it would take some time, I'd be in constant contact with the company. Once it finally was shipped and built I received an email from someone, ***. She said it was ready to be shipped and to give availability timing. I gave her the information and was responded with a blank email. Since I was out of town for a week I didn't follow up, just with an email stating I'd be gone but please let me know. No response yet again so I called the number in her email. I left voicemails and finally received a call from the sale woman a week later. She said they have availability to ship Saturday 11/6. I asked if she could give me a timeframe but she said only the delivery company could do that. I received no call the Friday before and waited all day on Saturday in hope they would show up. Nothing. Monday came and I called the number again even though I had left voicemails over the weekend. I finally spoke to someone else and he stated that the person I thought I was talking to was actually sick for three weeks and he has been sick all last week and there was no delivery scheduled under my order. I understand that these things can happen especially in these times, but to not at least have documentation that I spoke to someone and was supposed to be scheduled it seems like a very fixable problem... finally I was able to schedule a date for later this week but now I'm concerned. I see all the complaints here posted recently and I have no faith that I will receive my couch. I've been without one for more than a month. I am unsure if the solution at the moment but a full refund is looking pretty good.

I bought a Lewis Corner Sectional from Joybird on 11/24, with the order number and price undisclosed. The sofa arrived a month later than expected. On delivery, 1/19/22, it lacked 4 legs. After contacting Joybird, I filed a warranty claim. The next day, I was informed that replacement legs were unavailable in the US and would be shipped by 1/28/22, with a shipping confirmation to follow. For the inconvenience, I received a $204.05 refund, which seemed fair for the expected two-week wait. However, by 1/31/2022, I hadn't received a shipping update. Upon recontacting Joybird, I learned of further delays, possibly until late February. Requests to speak with a manager resulted in promises of a callback within 1-2 business days, but by 2/7/2022, I had no response. Attempts to reach the warranty department were met with voicemail, and other customer support refused to connect me to warranty services. I was added to a callback list with a 24-hour wait time. Joybird's customer service has been unresponsive, reflecting a disregard for customer experience and loyalty.

The original purchase date of order J-XXXXXX was 12/19. Delivery Date 4/2. Braxton chair and couch for a total cost of *** including tax and shipping. In 6/21, the original chair broke and was left unusable. It was reported immediately and a replacement delivered 9/21. The replacement was delivered without legs. In 10/21, the replacement chair broke and was left unusable. It was reported immediately. A replacement was delivered 11/21. On 3/31/22, the couch broke the exact same way the chairs did, leaving it unsafe and unusable. This was reported on 4/1/22. This is not ordinary wear and tear. The Braxton couch and chair were delivered only a year ago after waiting 3.5 months from the time of order. They are not used daily, nor for long periods of time. This is not normal, yet it is the third time in less than a year. These damages are caused by poor quality materials and craftsmanship of processed wood and inadequate attachment of the leg base to the frame, per one of the original JB Hunt delivery personnel. On 4/1/22, we requested a refund of the cost of the couch only, as we know from experience this couch is not reparable. Joybird has refused a refund and only offered to replace the couch. However, it is now reasonable to expect this to repeat, again leaving us with broken furniture, unsafe for use, while we wait with a broken couch and nothing else to sit on, only for the same thing to happen again, hoping our pets are not under the furniture when it again comes crashing down. We find this solution unacceptable. We would like assistance resolving this with a refund of the *** we paid for the couch, plus 8.25% tax, and *** shipping, for a total *** so that we can replace this couch on our own. We no longer use the Braxton chair but are not seeing refund or replacement at this time.

I placed an order for a custom made ottoman on 10/5. I received an email from Joybird on 10/7 that they were experiencing shipping delays and the next day offered me three options; 1. cancel the order, 2. accept a $100 credit to Joybird, 3. choose another item to purchase. I chose the $100 to use for a future purchase. I received no communication following my response to the offers, and sent an email on 10/18. I received a response on 10/21 that the credit had been applied to my account. I then received an email on 10/25 that my item had shipped and that k would be contacted by my "local delivery hub" to schedule delivery. On 11/2 I contacted Joybird through their website to inquire about tracking of my item as it should have arrived at the "delivery hub" on 10/29. On 11/3 I received a response stating that my order would still arrive between 11/4/9/21 as scheduled but the delivery window could range 7-10+ days. On 11/8 I reached out again requesting a tracking update. I received a response on 11/26 that my item was expected to arrive at the "delivery hub" 11/15/20/21. My item was finally delivered on 12/9, over 2 months from the purchase date. The ottoman itself is incredibly poorly constructed and absolutely not worth the money I paid for it. I immediately called customer service to initiate a refund and to express my disappointment. Anderson told me to email photos, which I did immediately. I had to reach back out to check the status of the return. I have still yet to receive a refund or have the "delivery hub" contact me to pick up the item. Joybird still has the $800 I paid for a piece of furniture I wouldn't pay $150 for. I want my money back and I want this ottoman out of my house. I am also unable to leave a review on their website as it still shows my order as "not yet delivered."

My sectional arrived on 10/8 damaged. The delivery drivers unwrapped the sectional outside and then delivered inside my house, which rendered it damaged upon delivery. Joybird instructs you to accept the delivery and then file a damage claim with them. The company did not provide the correct screws to put on the legs of my sectional and the delivery drivers told me I needed to contact the company on my own for new equipment. The delivery drivers also told me that the only way to connect my sectional was the ripe off all the fabric on the bottom of the couch. This would have been incorrect as a new technician put it on over the fabric. After being unable to talk to a single representative for 1 whole month I finally received an email saying they would send out replacement material. The material they sent was wrong. It's taken 2+ months to receive a technician only to have them show up without the correct tools to fix the couch. Upon consultation from the tech I found that half of my couch was put together incorrectly. And that's why half of my couch is misshapen. Which I noticed a few days to a week after delivery. Now that I have finally been able to talk to an employee I asked for a complete refund of my purchase price shipping and tax included which they claim they can do but would have to take the couch and then would give me my money after and they don't guarantee an amount of time for return. This company has created such a lack of trust with them consistently not answering my emails, picking up phone calls, calling me back that I don't believe I'll get my money. This is not how you do business. I've never had a working, completely new couch, which is what I've paid for. The whole time I've had this couch it's been damaged and this is how they want to conduct the return. I have a paid receipt for $*** and that is what I'm asking for a refund from this company before or at the time the couch is picked up.

I purchased the Burns Chair in March for a little over $*** (in addition to a few thousand other dollars worth of merchandise). In November, I reached out to Joybird about an issue with my cat scratching through the arm. I had purchased their Pet Protector policy. Their customer support directed me to their warranty form, which then redirected me to their 3rd party for the protection plan. I called the 3rd party in November, during that call the line got disconnected during our conversation. The company never returned the call to finish the claim. I reached out again to Joybird to have the matter resolved in early January. During this time, I filled out the form for the 3rd party vendor online instead of calling due to my other experience. I didn't know what date to put in at this time so I just put in a random date for the damage. They just called me to informed me that my request would be denied due to me not stating it was within 30 days of the damage which they are firm on. I wrote something prior to November on the form, I really truly didn't know that this date mattered which I tried to explain to them on the phone. I asked if they could just simply change the date on their end, which they refused. While I understand this policy, I believe this unethical in this scenario. Nothing with Joybird has been time-sensitive from the customer's end (our couches took 4-5 months to be delivered, their customer service doesn't respond to you for weeks, etc.) Once again, I didn't notice the damage until November when i first contacted them. tried to submit my claim through Joybird's warranty and a phone call in November. So if the customer doesn't aggressively chase them down within that certain window they legally are not responsible to honor their guarantees. I am asking for a refund on this claim, but I am also open to them just replacing the fabric on the chair with a more claw-resistant fabric.

In June, I worked with a designer from Joybird online to help me with the LR for our home. The design was lovely, and upon deciding on colors and such, I placed an order for 2 chairs, 1 leather sofa, an ottoman, a table, and a side-table June 23. The furniture was supposed to be shipped by mid-October . October came and went without any communication from Joybird. I reached out to inquire about the order and was told, it would be shipped by the end of November. This happened several more times, without so much as an email from Joybird. Mid-December, the rug appeared, just dropped on the side of my driveway in the gully in the snow... The rug was stored to await delivery of the rest of the order. In January I had to reach out to them again to learn that the fabrics I ordered are "no longer available" and I had to pick new fabrics... I was given options that were "available to ship now," so I would not have to wait any longer. I did select fabric and leather that was "available to ship now" only to find out weeks later that the coffee table was no longer available, the side-table was no longer available, and neither was the leather for the sofa... the chairs and ottoman were being prepared for shipment. Today the chairs and the ottoman arrived... in preparation for their arrival, I unpacked the rug, which sadly, is of inferior quality and would not stay put even with a rug pad underneath. Upon assembly, all four legs of both chairs were pointed forward and attempts to stabilize them failed and sitting in them resulted in the chairs tipping backward. We noted the defects on the delivery slip. I promptly initiated a return of all of the items, only to learn that they will not accept the return of the rug... apparently, rugs are not covered under their 100 day return policy. They gave me a credit of $*** toward any item in their store, to make up for the trouble, which felt like adding insult to injury.

I purchased 2 loveseats and 2 ottomans from Joybird in early April . One loveseat and both ottomans were delivered on 6/17. The other loveseat was "lost in the warehouse". No one at Joybird answers a phone. Either customer service or the DC storefront. Everything goes to voicemail, and you're lucky if you get a return call within a few days. After two very difficult and frustrating months, Joybird built me a new loveseat. It was delivered on 9/16. There are multiple problems with this new loveseat: 1. The seat cushions are flat and hard. Terribly uncomfortable. Nothing like the first loveseat that was delivered. Joybird has told me that "comfort is subjective". But I have an identical brand loveseat from Joybird to compare it to. So, it's not subjective. They should have manufacturing standards. 2. The back of the seat cushions on the new loveseat are covered with a different fabric. Where my loveseat is a stone velvet, the back of the seat cushions are a black cotton fabric. This makes it impossible to flip the cushions. And it looks horrible. Again, the first loveseat had the same material going all around. 3. All the cushions - and I've weighed them - are lighter. One as much as 1.2 pounds. I don't understand how any of this happens. These practices should not be allowed to continue unchallenged. Because I don't forsee that any of this will end in my favor before the return window is up (Joybird continues to give me the runaround, dragging out their communications), I am initiating a return of the entire order. I purchased all pieces as a set. They either all stay or all go. I spent $*** for this furniture. Joybird has indicated that I will get a full refund, but I'm not feeling confident that they will honor this. I'm hoping you can assist in the near future. (If you wait too long, my return window will close.) Ideally, if I could get them to provide me with new cushions on the second love seat, that would suffic

I ordered the *** in store at the Joybird Chicago location as they said they would help take care of any issues if they arose and make sure I received my couch. My previous couch was also from Joybird which I received with no legs and it took almost two months to get that resolved. I ordered the couch on 9/11 with a projected date of delivery of 9/24-9/29. I received an order delayed email on 9/15 with an updated delivery date of 10/5-10/9. I then received an email that my couch shipped on 9/28 with a projected delivery of 10/8/10. I continued to check online for updates as it got further into October and was still shipping. I understand there are supply chain issues so I waited until 11/5 then called the store to get an update. I was told by an associate that they could see half of the couch in the system but the other half is probably with it as they don't put in a shipping number with the other half sometimes and to call back cause no one is at the warehouse who can check on a Friday. As I work in a hospital a was super busy I forgot to call back but then received an email update that the arm chair half of my couch was lost and they would have to make a new one. So an order went in on 11/28. I was told when they received the half that had to be reordered a delivery would be scheduled for the full couch. I received an email to schedule the delivery of my couch and set it for 12/24. When the delivery team arrived they only had the armchair portion of the couch. I then called the store to inquire about what was going on with my order and emailed as I only had half a couch. They then had to put in an order for the other half as it was now mysteriously lost as well. The other half arrived on 12/30 and was 3 inches taller than the other half and was missing the parts for the delivery team to join the two pieces together. I had them take back the half they delivered and asked for a new couch to be made as the half I had also had damage.

Hello, I purchased a couch on September 18th. I paid $***. The website advertised delivery within 6 weeks. I don't have a screenshot but it was highlighted because many furniture companies were having supply chain issues and Joybird themselves had some bad press about this. The first estimated delivery date was Oct. 27 - Nov. 1. I've then had the following delay estimates, mid-November, early February, late February, March, and just today April. That is 5 delays with 6 different delivery dates. I was only contacted on the first delay. The other delays I had to reach out to Joybird to confirm there was a delay and get more information. I have multiple email threads. The fabric was cited on the first 4 delays as the culprit. I offered to select a different fabric, but they advised against it stating they couldn't guarantee it would be any sooner. Today I spoke to them on the phone and they cited the wood as the cause of the most recent delay. I tried to write a review on their website, but they do not allow me to because I haven't had a delivery. My main issue here is I find their advertising and practices to be predatory. I believe they were exploiting the supply chain issues and advertising quick delivery as an advantage over their competitors. Yet once I paid in full, they became unsure of my delivery date and have incrementally pushed the date. They continue to hide behind supply chain issues. They know that if I ask for a refund I have to start the process over with their competitors who have advertised longer lead times and that has caused me to hesitate. They have not allowed me to write a review or see others perhaps in a similar situation, but they have my money. I believe other potential buyers should be able to see my review of this process. I've asked for some money back and they have declined stating they can't do that until I receive the couch. My money has been supporting their operations but I have no couch.

On Jun 14, 2021, I ordered a couch for a total undisclosed amount. Upon arrival in early August, I disliked a piece and arranged an exchange. On August 11, I was instructed to buy a new replacement part at a certain cost, with the promise of a refund upon collection of the old item. I complied with the company's request. However, the replacement was significantly larger than the rest of the couch, despite being the same model. Joybird explained that the couch had undergone a design change in the interim. I expressed that if I had known about the change, I would not have purchased it, as I plan to expand the couch with my living space. They suggested I buy an entirely new couch at full price for a future refund. Dissatisfied, I insisted on a resolution. After paying twice, they attempted to deliver the correct piece three times, each time incorrectly. The situation has cost me nearly $6,000, three missed workdays, and endless frustration. I've reached out multiple times, only to be told I'd be contacted within 3-5 business days, which turns into two weeks. I'm seeking a full exchange and need assistance to resolve this costly and stressful ordeal.

May 29 - Lewis Sectional couch dispute: I have only received half of my couch 6 months after placing my order. The business's attempt to resolve the problem: 6 weeks ago, I was told the company would have to remake the second half of my couch, which was lost in shipping. The company never ordered the rebuild. When I placed this order in May, I was given an estimated delivery range of July 24th-31st. The estimate was ultimately pushed to August 29th, having confirmed shipped out on August 24th. On September 16th, I began calling Joybird for an update, having not received the couch or any update. I could not get through and left a voicemail. They called back on September 20th at 11:26 and I missed it. I called back same day to no answer and left another voicemail. I called back on September 22nd, 28th, 4 times throughout the day on the 29th, and 3 times throughout the day on the 30th. Throughout this time period, I also attempted to get in touch with Joybird via email, social media, and the chat on its website. On October 3rd, I received an email from Joybird that they would look into it. On October 4th, I received a call from Joybird during which time I learned that half of my couch had been lost during shipping. They reached out to the delivery company so that I could schedule delivery for the first half of my couch, which I received on October 12th. They also gave me a pet protection plan to cover the couch and said that upon delivery of my second half, I would receive 5% back of my purchase, amounting to $128.90. I was told that they would have to remake the second half of my couch, which they would expedite and I could expect to receive it in 3-4 weeks. Now, 6 weeks later, I had heard nothing. I emailed on Sunday and called today and learned that Joybird never placed the order for the replacement, and wants me to wait an additional 4 weeks. I would like this couch as soon as possible and a greater percentage refunded.

I ordered a Joybird Eliot Sleeper sectional for the ADU we were building in Feb 15 of 2021. On September 1 the couch was delivered by JB Hunt (JoyBird's delivery contractor) to Public Storage, it had arrived before the ADU was ready to move the couch into. I paid for the white glove assembly but the couch was not opened or removed from the delivery box, I also wasn't reimbursed for the charge though service wasn't provided, by Joybird. When we finally were able to retrieve the couch from storage and set it up in my ADU I realized that the couch was not of good quality. It has staples showing, pillows that didn't reach the end of the couch, was missing the support foot, had a fabric imperfection on the back and was misaligned. I quickly contacted Joybird through the messaging app on the site and was sent a form letter telling me I would be contacted. I waited and was met with a reply stating I needed to "fluff" the 5" separation in the pillows out, this would be impossible to do, they simply don't fit the couch. Then I was TOLD they'd be sending a repair company about the alignment and said nothing about staples, missing support leg, fabric issue or cushions. This was the 2nd of February, it is now February 17, they've stopped contacting me altogether once I told them I wouldn't permit alignment service on the couch until they addressed the other issues with their furniture. Unfortunately, with Covid-19 I was unable to get the furniture delivered to my ADU when it was supposed to be due to construction delays, had I been I would have refused delivery. I have purchased thousands of dollars in Joybird furniture in the last 8 years and have never had such a problem with their customer service. There has been no mention of the White Glove Service that I paid for being refunded nor has there been ANY actual attempt by a human being to contact me about these issue. This is an over $*** couch that looks like $500. I'd rather they pick it up and haul it away.

We initially purchased a bed frame from Joybird in June . The frame lasted a mere few weeks before the foot of the bed began to crack and break. We had to support it from underneath with 4x4's so that it would not fall to the ground. Joybird was informed of the issue and had a repair tech come out to resolve the issue a few weeks later. Unfortunately, the tech said that the bed was not designed properly and he was unable to fix the issue. We then had to wait several more weeks before a replacement was issued, then another for it to be scheduled to be delivered, then another for the actual installation. Once installed, the new bed lasted no more than an hour before breaking in the same spot and again having to be supported with 4x4's. After requesting a refund because of the obvious issue with the product, we were denied because we were told that the frame was now out of warranty. After a few days of back and forth emails, we were told that we were able to select a new frame from their website. This brings us to today, several months later. We have been waiting for new said frame for about three months. When the frame arrived, the wooden slats that stretch from one side of the frame to the other to support the mattress were about 2 feet too short. Immediately, we contacted Joybird and the representative said that the bed would need to be taken back and that they were unable to issue the one part necessary to resolve the issue. All the while, the gentlemen that installed the bed are standing in disbelief as it should be a very easy resolution. Instead, the representative from Joybird said that the new frame as well as the old needed to be taken back. We were then instructed that we have to wait 24-48 hours to see IF a refund is possible. Now, we are without a bed frame entirely and our mattress is sitting on the floor. There has been no direct resolve to the issue, our frame is gone, and we have no clue as to whether we will receive a refund of our $***.

On October 30, I placed an order for the Eliot Grand Sofa. I paid $*** for the sofa and delivery. On December 15th it was delivered to me and it looked fine on delivery. I did notice that it was a very long sofa with only one leg in the center for support and worried about the structural integrity. Sure enough, within two days of sitting on the sofa it began to noticeably sag in the center and also wobbles and tilts forward when you sit, get up, or move. I turned it on its back to make sure the legs were tightly fastened and they are. Still there is wobble and enough sagging in the center to know that eventually it will just snap in the center. This is just 2 days after delivery and the sagging continues to get worse each day. I contacted the company on Dec 17 to report this issue and asked for them to pick up the item and issue a refund. I do not want a repair or replacement as I don't feel that this sofa is well made and it will have this issue even if I were to get a new piece as there isn't enough structural support in the center. On Dec 21, after 4 days passed I got a response asking me to cut off the dust bag on the bottom to send further photos of the damage. I cut off the dust bag and sent a reply back on the 22nd and there has been no response to that. Also there's no obvious damage (like a broken beam or crack) which leads me to believe the sofa just has a fundamental structural issue that causes it to sag. Now I have a sofa that continues to sag, is exposed on the bottom due to the dust bag being cut off (as I was told to remove it to send pics), and I don't know if I will hear back from customer support. I need them to pick the item and take it back to their warehouse so I can make space in my house - currently a useless piece of junk is sitting here that I'm afraid to sit on for fear it will break. I want a full refund and for a return pickup to be arranged immediately. I am not willing to wait for months for this matter to be resolved.

In September I was purchasing a new couch for my home while Joybird was having a site wide sale. I have always wanted a product from Joybird and while browsing I found the Preston Sectional which fit my space perfectly. A particular color was discounted more than the original color I wanted (nearly every option was shown to receive a % off from the site wide sale). I choose a color that I wanted and moved forward with purchasing my first piece of Joybird furniture! I patiently waited four weeks for delivery to be scheduled and the couch arrived. Once the couch arrived I was very happy with the appearance of the couch. However, within the first week of owning the couch I had a friend sit down in the middle of the couch and there was a clear wood "breaking sound". The couch middle frame was now lower than the remainder of the couch. I was very discouraged that my large investment in a Joybird couch was now at risk within the first few days of even owning it. I contacted Joybird warranty department to file a claim and was informed that because the couch was on sale it was marked as "clearance", even though the sale was site wide and I did not navigate to find the couch under "clearance". There was never any labeling that a sale item was on clearance. Joybirds site is extremely misleading in this sense. When purchasing a couch, on sale, the 90 day return policy and limited lifetime warranty symbols are still present on the purchase page of the on sale couch. Even through the checkout screens, the limited lifetime warranty and 90 day return policy is still advertised in connection with the sale item. If I had known that 1. my couch was not covered by any warranty and 2. it would break within the first week of use, I would have never purchased a couch from Joybird. And if this remains unresolved I will not be a return customer and discourage any friends and family from purchasing from a misleading business who does not stand by the quality of their products.

On 11/2 ordered a couch online from Joy Bird. The total cost was $*** and the order number is ***. On 12/17 the couch was delivered to my house. As soon as I saw the couch I knew something was wrong. It looked nothing like what I saw online. I immediately called Joy Bird with my issue. I was informed that I would have to go online and file a claim with Joy Bird which I immediately did. Joy Bird responded and informed me they would need some time to look into the matter, they also asked for pictures of the couch which I sent to them. On 12/27 Joy Bird had their answer. They informed me that I had actually received the right couch. I was informed that they use computer renderings for the photos that they use on their website. They also informed me that because they do this there are inconsistencies and the photos aren't accurate. There is nothing on their website that informs or warns you of this. The couch that I ordered based on their website was a brown color (Dawson Brindle). The couch that I got is almost gray. I have sent Joy Bird all of the photos from their own website and what I got just to show them the difference. Based on their own admission they agree that it does not look the same. When I asked Joy Bird how we could fix this, I was informed I could spend more money. They gave me a choice of buying an entirely new couch which I would have to pay for, or I could return this one. If I was to return this one, I would have to pay for all shipping costs and a 10% restocking fee. I simply informed Joy Bird that I would not pay for anything, I made a purchase based on what Joy Bird was showing me on their website I don't see how this was my fault at all. Joy Bird has not been in contact with me since I informed them that I wouldn't spend any more money with them. this was on 12/28. At this point I want a full refund of my purchase I do not want to pay for any fees. Joy Bird has already admitted in writing that this is THE FAULT

I ordered the couch mid-Dec and by mid-Jan my dashboard stopped being updated. The delivery window mentioned on the dashboard comes and goes with no updates from Joybird so I reach out to inquire. A Joybird customer service rep "schedules" delivery of the couch for February 8 and said that the warehouse would reach out that Monday to schedule the actual delivery window. I ask her to confirm via email which she does not but nonetheless I trust that I wouldn't be lied to so I reach out to my building to reserve the freight elevator for delivery. I request that Feb.8 day off from work as I know that the couch delivery is a large window and I want to be accessible to ensure smooth delivery and setup. That Monday Feb. 7 I do not receive a call from the warehouse nor Joybird so I reach back out to customer service and the person lets me know that there is nothing in the system about a scheduled delivery. The person I spoke to BLATANTLY LIED to me. I'm then told the warehouse has maybe received part of the couch but Joybird is unsure. The person promises me that they will investigate and email me by that Friday with an update. Friday comes and goes and there is no email update from Joybird. I called the following week and I'm told the warehouse is investigating. I proceed to call 2-3 times per week for the next few weeks because I cannot get a straight answer from Joybird on the status or ETA of the couch. Delivery is finally scheduled for March 8th. I have to take another day off for this delivery. On March 8th the delivery men (kind as they were) had no idea what the order was or what they were building. I had to pull up the instructions on my computer and watch them half assemble and disassemble pieces as they figured out what they were doing. This is far from the white glove delivery I paid for. There were then two missing pieces from the couch which if you look at our email communications, Joybird had a lot of trouble understanding. Most comms have been via phone.

We ordered a Toscano Dining Set from Joybird on 2/13/22, which includes a table and four chairs. Joybird uses La-Z-Boy for delivery in our area. They contacted us on 2/22 to arrange delivery, and we set it for the morning of 2/24. The delivery team arrived as scheduled and began to set up the table, which required assembly as part of the white glove service. After assembling the table in our dining room, the team informed us they only had the table and none of the chairs. They initially claimed our order was only for a table, but we signed for the table only, noting the absence of chairs. We reached out to Joybird and La-Z-Boy multiple times. Joybird eventually replied, asking for up to eight business days to resolve the issue or process a replacement. We found this unacceptable and asked Joybird to either immediately order the missing chairs or refund us in full until the chairs are delivered. Joybird has been evasive in their response, and six days after the table delivery, we still do not have the chairs.