Joybird
Reviews and Complaints

I really wish that I had looked at this website before purchasing a couch from Joybird, rather than listening to the recommendation of one of my friends (who must have been the only person on earth to have had a good experience with Joybird). Aligning with the other complaints below, the estimated delivery time was grossly optimistic. I planned on having family over for the first time since the pandemic started (prepared everything, including ordering a sofa bed with plenty of room around the proposed delivery date and getting Coronavirus tests/quarantining), but now all of this planning is ruined, for naught. Absolutely devastating. When I reached out to support via phone, once I finally got a call-back, the line dropped and they did not attempt to re-engage. I called again, and the rep was largely unhelpful. Apologizing but not offering any solutions. Acknowledging that the timeline discrepancies is a known issue, that their order tracker is faulty, and thanking me for my feedback. Offering to cancel my order as opposed to finding constructive alternatives. I was not given the option to provide feedback for my awful and pointless experience. Fast-forward to yesterday, I receive a duplicate email stating that my order has been shipped (what? okay). I responded to the email asking why I am receiving this email again for my tardy couch. Days later, I receive a response with yet another canned response from a rep - basically regurgitating exactly what the previous rep was saying on the phone to me the other day. Great. At least they are all reading from the same script. At the bottom of this email were two links - one asking if I had a good experience, and another asking if I had a poor one. NEITHER OF THEM WORKED. It appears to me that nothing and nobody at this company works, except for the folks in their factory in Mexico. Based on these experiences, I deeply question if anything on their website is true re: their fair wages and pleasant work environment. I wanted a couch that was well-crafted by people who are paid and treated fairly, but now I feel like if my sofa ever arrives, it will be a cursed object in my home.

I ordered my sectional from Joybird back in May. When I was ready to select my fabric at the end of May, I selected "merit dove" and spoke to a representative about this through email. I didn't realize that the rep selected "Milo dove" and given that the names and colors are very similar, I didn't notice... which by the way, why would you name your fabrics something so similar? Ugh. Anyway, a month later my couch is delivered. Happy because it was earlier than expected but the first thing I noticed was that the legs on half the sectional were missing. Mind you the delivery team was in and out in 5 minutes, didn't unwrap the plastic or put it together and didn't let me inspect or SIGN for it. Weird. Second, the color looks a little off. I grab the swatch that I saved, and sure enough it's different. But I don't want to wait 16 weeks to get the right one so I'm like what the ***, I'm in a good mood so let's email joybird to ask for a discount and get the legs. I email them requesting 5 legs- 4 corner and one middle reinforcement. I get an email saying that my replacement has shipped, with one leg. I'm like WTF are any of these people competent? I also get a choice between a $200 gift card or $130 return. I take the return but expected much much more for their mistake. I email them again asking to confirm that 5 legs will be sent. They confirm. A week later I get one leg. Three weeks pass *** still no legs come. I email them again asking for an update. This is not a couch, this is LEGS and can/should be prioritized. They say they expedite the shipping for these legs. 10 days later I get them in the mail, WITH NO SCREWS. If I don't have the legs, what makes you think I have the screws? At this point I'm fed up, it's been 6 weeks since I got my couch, so I email them angrily (but respectfully) and tell them that I'm upset and that the only way to make this right is to send me a replacement with the right fabric. Shockingly, they agreed, and the couch was delivered less than a month later. The delivery team got here and I told them what happened and they told me that they noticed the legs were missing too and that apparently joybird told them that they had communicated that with me and that I said I was fine with it. He said that this happens a lot and of course the customer is never aware. He told me that they told joybird that the couch had no legs, and that joybird told him that they communicated this with me and that I was ok with it. LIE! Will never order from them again. BE CAREFUL WITH THIS COMPANY!

This company is nightmare! When I read the reviews at their website they were all 4 and 5 star reviews so I felt safe in ordering. After things began going sideways with this company I researched a bit more and discovered Joybird does not include negative reviews on their website. The reviews here and on Yelp tell a completely different story. I ordered a sectional on September 6 that was supposed to be delivered October 26th or 27th. It is now schedule to arrive next week, November 11th. They promised build updates which never happened. Sadly, subsequent to ordering the sectional and before figuring out that this company is a total [censored]show, I ordered a console for my dining room on October 11 with an estimated delivery of October 23 - 29. After receiving multiple notices of changes to the ETA, I was finally contacted by the Final Mile delivery company and it was delivered on Friday, October 30 at 10am as scheduled but without the hardware necessary to attach the legs. The delivery team contacted their warehouse and I was informed I had to contact Joybird to have them send the hardware. I called Joybird immediately, and as others have stated here, I had to leave a message. I was contacted by a rude woman who said she had put in an order to the manufacturer's warehouse to order the necessary hardware and she would get back to me within two business days to let me know the ETA for the hardware. I never heard from her again. On Tuesday I called and left another voicemail and this time a man named Troy returned my call. I am providing his name because he was actually apologetic. He said he would personally handle the matter moving forward and he would get back to me no later than Thursday afternoon. He also said there a record of my first call and no record of the hardware being ordered. Guess what? Troy lied. He did not get back to me by Thursday afternoon. I called and left another voicemail specifically asking for Troy to return my call and someone else called at 7am this morning while I was asleep. Who makes customer service calls at 7am? I called back and left ANOTHER voicemail, again asking for Troy. The same rude woman from my initial call last Friday returned my call and said the exact same thing she said last Friday; the manufacturer has been contacted, the hardware has been ordered and someone will contact me to let me know when it is shipped within two business days. When I receive the hardware I am supposed to contact Joybird to schedule a technician to come to install the hardware, which will take an estimated 5 to 7 days. The console is sitting on my dining room floor on a sheet so it will not scratch the hardware floors. The contents that are supposed to go in the console are stacked in boxes. I am just hoping I can get this resolved before Thanksgiving. After this experience and reading the other disasters here and on Yelp, I am dreading the delivery of the sectional next Wednesday.

I have come here only because I have tried for weeks to resolve this issue with Joybird and still have not received a resolution. Here is my narrative... I ordered a couch from Joybird on August 5. Initially the estimated shipment date was between September 29 and October 5th. They advertise on their site that delivery would take 7-14 days. During the last week of September I went online and noted it was now showing a delivery estimate of October 5-10. I called their customer service and was told that the delivery estimated date was now October 15-20. I expressed my displeasure to no avail. When I went back on the site a few days later the date was again showing September 29-October 5. I received an email from Joybird on October 4, saying it had shipped on September 29. I was told via email, and it was posted online, it would be at the ?final mile? location by October 15?then it would be delivered to me from them between October 25-30. (Keep in mind this is a far cry from the ?7-14 days shipping? advertised on the site.? When I first purchased this item, I was told I would receive ?build updates.? I did not receive any. I was told I would receive tracking information when the item was shipped. I have received NONE. The only information I have is what is on their web site that says it will be at the ?final mile? location by October 15 and then delivered to me between October 25-30. As of this date, October 20, I have received no build updates or tracking information. I have no ?third party? proof that this item even exists or has been shipped. The JBHunt shipping site still shows the following information, as of this date. Shipment S18D1YB DETAILS RECEIVED We have received your order details from the manufacturer. We are awaiting confirmation that your order is fulfilled and ready to ship In other words, they have been ?notified? that and item will be shipped but they have not received confirmation. This has been on their site since the day it supposedly shipped. I have repeatedly called and email Joybird and have received no information. Friday, October 16, and again today, October 20, I was told by Joybird CS the item was at the ?final mile? location. I have called that facility and it has NOT been received?they are still just showing they will receive it with an estimated date of October 15 delivery?but they have not received it and they have no tracking information. As of October 20 I spoke with Brianna and was told they do not know where this item is and they are initiating a search for the item and it could take ?1-3 business? to locate the item and she will reach back out to me as to the status. I have been assured that they will issue a full refund if the item is not located. Truthfully, the few times I did receive a response, I found them to be untruthful and they have failed to follow up with my questions and concerns. I have called and emailed numerous times over the last three weeks and received NO response. I feel I have been extremely patient and have asked that his transaction be voided and refunded if the item can not be located by October 22.

Order Issue-The same day my bed frame was delivered in unacceptable condition, I first tried to refuse delivery when I saw the terrible condition of the fabric on the bed. The delivery team told me I had to accept it, that I didn't have a choice and to contact Joybird directly. I contacted Joybird and filled out the warranty form online the same day. (Which only let me upload a few pictures). I believe it was 5. The same day I also spoke with a customer service representative. I was extremely distressed and worried about the condition the bed was delivered in. I expressed concerns on whether this was actually a new piece and asked to please escalate the situation to a manager. After this a series of emails proceeded and I would get a response from a new person almost each time, I again asked for a Manager. A customer service agent then reached out to me and when I asked if she was a manager she said no, that she helps managers resolve escalated issues, I made it clear I wanted to speak with a manager, She told me the actual manager wanted her to call me. Which essentially told me as a customer that the manager would not call me directly to address my concerns. And I have to say I think this is a very bad business practice. The agent told me in this conversation that the next step was to send a professional cleaner to clean the bed and fix it. I told her that I found it concerning that they were making that decision off of the 5 pictures their site limited me in uploading because the fabric on the bed was covered in marks. Not one person at that point had asked to see the additional picture even though I noted in my very first claim that I had many pictures. The agent then told me I could send the additional pictures which I did, She came back and said again they wanted to send a professional cleaner, I agreed and they came 3/31/22. The fabric of the bed is still filthy. I took new pictures and sent to JB 4/2 and again requested a manager. As of today still no manager reply.

We were initially informed in late-April that the couch we ordered would be delivered in late-June, due to supply issues & manufacturing processes, which we deemed acceptable. After not hearing again from Joybird, either via email or telephone, we reached out in late-June to inquire after an update. Eventually (after a week or so), we received a reply that the couch would NOW be delivered in August. As we had planned for this delivery in late-June, we had no other couch to utilize, so this was obviously very distressing news, and severely impacted our comfort at home. Once again, unfortunately, we never heard back from the company, until we once again reached out in August to inquire after an update. We were THEN told the couch would be delivered in late-September, which was truly upsetting. FINALLY, the couch was delivered in late September , more than 5 months after we'd ordered it. Although we were relieved to finally have the couch, there were visible manufacturing defects (fabric pulling, loose buttons, etc.), so we requested a hopeful discount on our final purchase, and have only ever received canned/generic responses from the company. We also ordered a TV console, at the same time, which was delivered within the window originally provided. When it arrived, it was visibly damaged, so we were instructed to keep it, and a replacement was ordered, which they would swap out. Several weeks later, the replacement arrived, ALSO damaged, but even worse. Again, a replacement was ordered. When this third one arrived, it was ALSO damaged, at which point Joybird told us to keep it, and they'd send someone to repair it. After submitting photos of the damage, we were eventually told it couldn't actually be repaired, so a FOURTH replacement was ordered. This was supposed to arrive today, but we've just been informed it was also damaged, although apparently "fixed" by the delivery company, and so we now need to reschedule for ANOTHER delivery attempt. We are livid.

I ordered a couch, chair, and coffee table on 6/12. The estimated delivery date was Sept 13-18. Joybird missed that window but my order status on their website still showed the above dates with no status update. When I reached out to them, it took several more days for them to respond and say there was a quality-control issue with the chair's fabric and gave me 3 choices: cancel entire order, choose a new fabric color for chair, or wait until January 2022 for all 3 items. When I asked if I could get the sofa and table immediately and the chair in January, they said they couldn't split the order. On 11/9, the order finally arrived and it was JUST the chair...no sofa or table. When I called back about this, the Joybird rep kept repeating that they were two separate orders in their system (even though I was told the order couldn't be split). I asked to speak to a supervisor to no avail. Eventually, I got a text stating the items would be delivered on 11/16. Well, upon arrival, the table was clearly damaged-chips and scratches and a wobbly leg. Many, many more phone calls and emails later, Joybird finally texted to state the table was ready on 12/16. The delivery team showed up on Saturday, 12/18, with a dining room chair that I never ordered but no table. They called their warehouse and were told there was no table. I reached out again to Joybird, and responded to an ad in *** letting them know of the problem. I did not hear from them so just called back again this morning, 12/20. The rep *** told me that their system shows that the delivery company has the table and that I had two choices: cancel the order and get a refund or put in a lost-item doc search. I don't trust that they would actually refund my account, since I have none of this in an email. When I asked her to email me my choices, she said she could only send an email if/after I canceled the order. At one point, a manager said in a voice mail that Joybird would do a partial refund on orig order.

I ordered a couch from joybird after a year of deciding if I want to spend that much, thousands, on a couch. But because I am disabled and spend majority of my day laying down, I decided it was a good investment to get a quality couch to keep me comfortable. I read every single review on the website for the couch I bought, the ***. Customers boast of quality and comfort. Every single review expressed satisfaction. One review even said it was the best night sleep they had because of how comfortable it was! As soon as the couch was delivered and I sat on it, I was in shock. It was completely hard and the cushioning is just cheap fluff and not supportive at all. I knew that this couch wasn't one that needed breaking in either, it's extremely obvious the couch is made of cheap materials and stuffing. I've now had the couch for 4 days. And where I have sat there is a huge dip that cannot be fluffed out and the cushions cannot be flipped. Even if they could be flipped, usually you flip after a few years, not 4 days. My back hurts from having to lay on this pile of trash. It is the most uncomfortable thing I have ever sat on or layed on. And for *** and rave reviews...anyone would expect quality. It didn't take me long to find the real reviews on google and here on Complaintsboard.com. Hundreds of complaints about the quality and comfort and people feeling robbed and cheated from their money. If there are so many dissatisfied customers why aren't the reviews on the joybird website? It is obvious they are being deleted to manipulate customers opinions and choices in buying. This is fraud and false advertising. I emailed the company asking for a refund and they want to charge me a 10% restocking fee and shipping. Well, if I had just changed my mind about the couch and didn't want it for that reason, I would understand the fee and shipping...but I wasn't delivered what I ordered! I wasn't delivered a comfortable couch, I was delivered a hard, useless piece of garbage. I want a full refund.