Complaints

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

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  Joybird

  767 S Alameda St Ste 360 Bldg 2 Los Angeles, CA 90021-1665

  
• 

  Joybird

  1328 14th St NW Washington, DC 20005-3873

• 

  Joybird

  755 W North Ave Chicago, IL 60610

• 

  Joybird

  8335 Melrose Ave Los Angeles, CA 90069-5403

  
• 

  Joybird

  1041 Market St #345 San Diego, CA 92101

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

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing about order J626799. Their refund policy as advertised and as communicated in a face-to-face purchase is 90 day returns. They do not communicate any other details. I ordered a couch three weeks ago that has not been built or shipped. After looking at their Yelp reviews, which I did because I was asked to provide a review, I noticed that there are multiple problems with the delivery of their items, the quality, and their resolutions for these problems. I requested three times for them to process a refund. They take ***** hours to respond to emails and do not answer the phone or text services. Despite the fact that I have asked to return the couch several times, they keep telling me that there is a 35% fee on returns, and that it goes up to 50% if the couch ships. They say that this policy is stated on their website, but at no time was I told to consult the website until I asked for the return. And then they ask me to confirm whether I want the refund process. After stating YES clearly at least three times, they do not contact me back to process the refund. I am requesting a full refund for the couch I ordered; it has not been built. And, I am filing a complaint about their deliberately false advertising regarding the return policy. If you consult the reviews on ****, you will see that this has happened to hundreds of customers: they ship bad ******************** through a third party, claim no responsibility for what happens, and then tell customers they charge a fee to return the items for up to 50% of the value of the furniture, even though they can resell it new or put it in one of their many showrooms. This indicates that they are profiting off of their return policy, not off of their product. Again, I'm requesting that you mediate the process of me getting a full refund for an item that hasn't even been made yet.

  Business Response

  Date: 11/21/2024

  Hi ********, we are very sorry to hear about your experience. We connected with our customer support team and unfortunately, we cannot waive cancelation fees as your sofa was indeed produced and was ready to be shipped out to you. We understand that this is not the resolution you wanted to have and apologize for any inconvenience it may cause. Please feel free to reach out to our customer service team directly if you have any additional questions. 

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22535465
  
  I am rejecting this response because:

  It doesnt matter whether or not the sofa was made. You promise a refund within 90 days in your public-facing adds, then specify there is a 35% cancellation fee when the refund is requested. Despite the fact that numerous customers have complained about this deliberate misrepresentation, and despite numerous promises on your behalf to acknowledge customers complaints, you have not become transparent about your refund policy. This means you are deliberately engaging in false advertising and ripping people off after they find their furniture is subpar. Im going to submit a separate complaint asking the BBB to remove your accreditation, and Im asking once again for the remainder of my refund. 

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

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to several showrooms for couches around LA. I settled on Joybird because the couches in the showroom felt sturdy and good quality. However, when my couch arrived, I immediately knew it was a different quality couch. If I had sat on this couch in the show room, I would have never paid what I had. I suspect Joybird creates higher quality furniture for their showroom and lesser quality furniture that actually gets sent to customers. The entire weight of the couch was lighter and more flimsy. The couch moves around on the floor constantly. The couch cushions were flat, and the cheap square foam they used was obvious through the cushion. When I opened up the cushion it was the cheapest foam topped with a thin layer of cheap cotton. It was awful and NOT what was presented to me in the showroom. Id return it but there is a 50% processing fee and customer pays shipping. Im incredibly disappointed that I paid so much for this couch. This company scams customers and participates in false advertising. Please do not order from them.

  Business Response

  Date: 11/13/2024

  Hi ******,

  Were sorry to hear that youre not satisfied with the quality of your sofa, especially after visiting our showroom. We want to assure you that all of our pieces, including those displayed in showrooms, go through the same production process and quality standards, and we do not create separate versions of our furniture for showrooms and customer orders.
  
  Since youre experiencing specific issues with your piece, we recommend reaching out to our warranty department. They can help evaluate any potential manufacturing issues and advise on possible resolutions. You can submit a claim at ***************************************************
  
  Please let us know if theres anything further we can assist with directly. Were here to help and want to make sure you have a positive experience with your furniture.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22504343
  
  I am rejecting this response because:
  

  I disagree that the quality of the couch I received is the same quality as the one in the showroom. I do not have any suggestions for how to prove this, but I still choose to reject that the company responded in a sufficient manner. 

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

  Business Response

  Date: 11/21/2024

  ******,
  
  Thank you for following up and sharing your continued concerns. While we can assure you that the same production standards apply to all our furniture, including showroom pieces, we understand your disappointment if the sofa you received doesnt match your expectations.
  
  Furniture in showrooms does tend to soften or feel different due to the consistent use they receive, but we take your feedback seriously and want to ensure your concerns are addressed. If there are specific quality issues, our warranty team remains available to help investigate further and see if a resolution is possible.
  
  We recognize that this experience has been frustrating, and we value your input as it helps us improve. If you have any additional questions or would like assistance with the warranty process, please dont hesitate to let us know.

• Initial Complaint

  Date:10/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional from Joybird on 10/21/24 at 9:30 AM PST. I subsequently read multiple negative reviews and also realized that the depth of the couch would not work in my space. I called to cancel on 10/23/24 at 8:00 AM PST. I was informed that my cancellation would incur a 35% penalty off the subtotal (which would amount to $2,250). I insisted that this was an egregious amount. The representative I spoke with (********) also confirmed that the sectional had not yet been built. So, the merchant had incurred $0 loss. I insisted on speaking with a manager. I also sent a text message to their customer service line requesting a cancellation and full refund and kept said text for record. I have disputed the transaction with my credit card company. I have yet to hear back from a manager at Joybird. I have signed no contract and the company had incurred no loss. There is no way that the proposed cancellation penalty is justified or legal. I find this practice, in fact, to be predatory. Thankyou for your help in resolving this issue.

  Business Response

  Date: 11/05/2024

  Hello ********* we are sorry to hear about your experience. We have confirmation that a supervisor has been in touch with you and was able to reduce the cancelation fees for your order. A partial refund has been issued and you should be able to see it on your end in 5-7 business days. Let us know if you have any additional questions. 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22477994
  
  I am rejecting this response because: I am still owed $479. This is an egregious amount for an order that was canceled prior to any fabrication (and <48 hrs from when the order was placed). JOYBIRD has incurred no financial loss and is not justified to retain my $479. 
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 11/14/2024

  Hi Katerina, We understand that you canceled your order shortly after placing it and expected a full refund. As shared during your conversation with our team, our order process requires a number of manual steps and involves immediate coordination with our suppliers. When an order is placed, we initiate the steps needed to secure materials and schedule delivery, which is why we implement a cancelation fee for orders canceled outside of our stated 24-hour window. This policy is clearly outlined on our Returns & Cancelations page, within our FAQ, and during the checkout process. We recognize that this situation has been a source of frustration and have worked to accommodate a partial refund by waiving a portion of the fee. While we are unable to provide a full refund due to the policies in place, please know that our intention is to ensure clarity and transparency about our cancelation practices.
  If you have any additional questions or concerns, please feel free to reach out to us directly.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22477994
  
  I am rejecting this response because:
  $479 is an outrageous and excessive fee for services not rendered and where there has been no monetary loss on the part of the vendor. I expect and deserve a FULL refund. 
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 12/12/2024

  Hi ********* we are very sorry but at this time, we are not able to waive the cancelation fees. It is the customers responsibility to read our terms and conditions clearly stated at time of checkout. When you reached out to cancel your order, we had started sourcing the materials needed for your order, therefore, we did incur costs for this order. Please feel free to connect with our support team directly if you have any concerns. 

• Initial Complaint

  Date:10/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered couches from this company, they said they were undeliverable because i live up a hill and they don't have a truck small enough to get up the hill. Now they are trying to charge me a fifty percent plus shipping fee cancellation fee even though they are the ones refusing to deliver. This is unfair and unjust and looking at their complaints on this site, it seems i'm not the only person they've tried to defraud.

  Business Response

  Date: 11/05/2024

  Hi ******, we are sorry to hear that we were not able to get your pieces delivered to you. We see that you have filed a charge-back with your credit card company, our team is currently reviewing this with them and will connect with you directly with a resolution. Let us know if you have any questions in the meantime. 

• Initial Complaint

  Date:10/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 10/18 I decided to purchase a table on the JoyBird Website. on 10/21 this order was confirmed, and today I attempted to cancel the order - it hasnt even shipped. While attempting to view my order status I was hit was a error on generating the webpage and contacted a agent online.Hi there - after further consideration, I think I jumped the gun on this table set and would like the cancel. I am not prepared for the furniture addition and decided I would like to remodel first 03:49 pm ********* Hi There, Thank you for reaching out. Just a moment while I locate your order.03:49 pm ok 03:52 pm ********* Unfortunately, im unable to cancel your order as its a final sale item and cannot be cancelled or returned. 03:57 pm it hasnt even shipped and wont ship for weeks?03:57 pm ********* I understand, but our system doesnt allow us to cancel final sale items. 03:58 pm Can I escalate this to someone else? While I understand it for returns - I dont understand this process for items yet to even ship 03:58 pm ********* Unfortunately, there isn't anyone to escalate this to. Our system is program to not allow cancelation on final sale items. 03:59 pm is there a supervisor I can escalate this to?04:00 pm ********* There isn't.There was a disclaimer on the product page information you of this information. 04:01 pm Certainly there is someone to escalate to, but I feel I am being denied this option 04:01 pm ********* We don't have supervisors on chat. I can request for someone to give you a call but they will share the same information i've provided. There are no exceptions to this, sorry. 04:02 pm I would like a callback and I will be placing a complaint on the BBB 04:03 pm ********* Can you confirm a good call back number?04:04 pm (Redacted)04:04 pm ********* is the email on file a good one?04:04 pm Yes 04:04 pm ********* Excellent, a supervisor will reach out in the next ***** hours. 04:05 pm Thanks

  Business Response

  Date: 11/13/2024

  Hi *****,

  Thank you for your feedback, and were sorry for any frustration with your order cancellation request.
  We see that you were able to connect with a manager, and as of now, your order has been successfully canceled. We appreciate your patience during this process.

  
  Thank you again for bringing this to our attention.

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sofa on Saturday 10/19 with a delivery date window that met my needs. I needed this sofa bed for guests arriving for thanksgiving. On Monday morning 10/21, Joybird emailed me with a delivery date ***** days later than when I placed my order prior. That is not due to production or shipping days - thats a bait and switch. I contacted Joybird via chat that same day with no response. I followed up Wednesday 10/23 and was told they could not expedite the order nor could I cancel without penalty. They changed the terms. This is unethical. Resolution is to either honor the original date or cancel without penalty (which they should be able to do since they have not started production on the item).

  Business Response

  Date: 11/13/2024

  Hi ********,

  Thank you for reaching out, we apologize for any frustration around the timeline for your sofa order.
  
  After reviewing your order, we see that it shipped on November 12, with an estimated delivery timeframe of November *****. We're truly sorry for any discrepancy in the initial timeline provided and any inconvenience this may have caused in your holiday planning.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22464402
  
  I am rejecting this response because:
  Joybird updated the delivery date for their BBB response and then changed to back to a later date the next day, and now they pushed it out again. Im going to have to incur hotel costs for my guests because Joybird lied about the date upon order and now lied again to appease the BBB. 
  These bait and switch tactics are completely unethical. I need my sofa by 11/25 or a refund. 
  Sincerely,
  
  ******** ******

  Business Response

  Date: 12/03/2024

  Hi ********, apologies for the confusion. We do see that your order was delivered November 27th and hope that it is to your liking. Please let us know if there is anything we can further assist with at this time. Thank you. 

  Customer Answer

  Date: 12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It is accurate. Very disappointing customer service at this company. Thank you to BBB, without whom I am certain I would have not had a favorable outcome. This is the first time I have lodged a BBB complaint and really appreciate this resource! 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Joybird when searching for a sleeper sofa. I provided my doorframe dimensions to the customer service *** and asked which sofa would work with those dimension. I was told the ***** ******* Sofa. I purchased one on their website, which stated 90 day returns. Yesterday, the sofa was being delivered and it did not fit the doorframe. I refused the delivery. Joybird told me that they can refund me only 50% of the order subtotal and they will not refund the shipping fee. So, they want to retain $1,291.18 from the $2,306.18 paid for the sofa they recommended knowing my dimensions that I never used! This is a bait&switch kind of business practice. Also, if they only do partial refunds on returns, the website should clearly state that, such as 90-day returns with a partial refund. Stating 90-day return only is deceptive. This company is taking advantage of online consumers.

  Business Response

  Date: 11/05/2024

  Hi *****, we are sorry to hear about your experience. We have confirmation that you have been working with a supervisor and they were able to provide a partial refund, coupon code and credit for you. Please let us know if there is anything else we can do to assist at this time, happy to help. 

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a leather sectional couch from Joybird. When it arrived, one of the by law tags was already removed from the product and the delivery driver just handed us the tag separate from the couch. We noticed immediately that the cushions on the chaise portion were a different leather treatment than the rest of the couch, with part of the couch being dark brown and part being an extremely light brown that contrasted. We reported the issue to the delivery driver and contacted joybird. Joybird denied resolution and said that this was due to natural differences and variations though it clearly was not.

  Business Response

  Date: 11/05/2024

  Hi ***, we're sorry to hear you had a less than positive experience with Joybird. We do see that your order has been fully refunded. Please let us know if there is anything else we can do to help mend the situation.

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is with the delivery company that joybird chose to use and joybird's customer service being completely hands off.. They delivered my couch which upon initial measurements should have fit through the doorway, they determined that it was not. They actually came earlier than their tracking said they would. I got here 15 minutes before the 10:00 time they said they would be here and when I arrived it already come and gone with no phone call and no communication whatsoever. They talked with my neighbor and placed the couch in the neighbor's garage without discussing with me first. This meant that I now had to wait until I could hire a moving company to deal with bringing the couch inside, putting me past any of their deadlines. I had to pay a moving company additional money and now with the couch in place, two of the legs do not function properly. Upon contacting customer service, my solution was to pay $1100 plus more to return. The error is squarely with the company they contracted with, but it became my problem and destroyed my warranties because of their lack of hiring a company competent enough to handle moving this couch. The lack of communication and their decision to place it in someone else's garage was not acceptable. But now I have a couch that is not satisfactory with absolutely no chance of repair or return. I do not understand how they do not have to accept any responsibility for their shippers. Joybird conveniently has a return and warranty system set up that they can wash their hands of all responsibility, shrugging that it's the delivery company's fault. I don't even know who they are. How could I when there was no communication?Buyer beware. They're a great company to deal with before delivery, but if there are any issues with delivery you are going to be out either thousands of dollars or stuck with faulty furniture.

  Business Response

  Date: 10/15/2024

  Hi *******, we are sorry to hear about this experience, this is not at all the way we wanted things to go for you and apologize for the inconvenience this may have caused. We see that our team asked follow up questions via email so we can see how to proceed with the resolving of the issue. Can you kindly respond via email to their questions, we will be able to assist you better after getting that information. Thank you. 

• Initial Complaint

  Date:10/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We visited a Joybird showroom in ************. We previously measured and came to the showroom prepared to order. The website & in store agents advertise 90 day returns. When the couch was attempted to deliver 8 weeks later the delivery men had a difficult time lifting the couch. They struggled to lift it up to the second floor. They attempted 2 times and then said we need to order the smaller size to fit up the stairs. We agreed and told them to return the couch on the delivery truck. We called joybird to work on the exchange where we talked to customer service. They clarified there was no exchanges however they could process a return. The return would be 50% of the product price & shipping costs. The *************** agent DO NOT SAY THIS. It is incredibly misleading information. The website uses the language Once your furniture has been delivered, you have 90 days to send it back and receive a refund of the orders subtotal, minus a 50% processing fee and shipping fees incurred. Customers are responsible for return shipment costs. The language reads 50% of a processing fee and NEVER defines what the processing fee means. The reader would assume the processing fee is a shipping fee. The **************** never mentioned a RESTOCKING FEE. We feel completely mislead by this companies hidden return policy. The return will now cost us nearly 1600. The customer service team was condescending, rude, unhelpful and wed like to work towards a resolution of a refund.

  Business Response

  Date: 10/15/2024

  Hi ******, we are sorry to hear about your experience. We see that you have been working with our Soho location regarding the return of your piece and purchase of a new sofa. We hope that the manager at that location was able to waive the fees for you. Please let us know if you need additional assistance at this time or if you have any questions.