Joybird Reviews 1,902

I bought a couch and two chairs from Joybird about 12 years ago. They are amazing pieces of furniture. Beautifully made and still look fantastic after all the years of heavy use.

Fast forward to September 2023 and I decided to again invest in a couch and chair from Joybird. (And it is a serious investment; this furniture is expensive.) This time, however, I have been beyond disappointed. The pieces are about half the weight of my older furniture. The cushions are flimsy and so very uncomfortable. They have zero support and it feels like sitting on bleachers rather than a couch. Stitching on one of the cushions failed after about a week of light use, and the button covers also started coming off within the first week.

I recommended Joybird to so many people based on my original purchase, but their furniture is now just outrageously expensive garbage and I will tell anyone and everyone to spend their money elsewhere.

Well done, La-z-boy. You bought a fantastic company and went all in on cost cutting to ruin what used to be a great product and brand. I feel cheated (and also sore, because your cheap cushions are terrible).

Purchased a sectional + 4 pillows. Designated orientation based on customer service advice. Sectional arrived late, incorrect desired orientation, tattered & missing legs. Contacted customer service while delivery service was still present & was instructed to accept delivery & issues would be rectified.

After approximately 5 months and dozens of hours spent on the phone with customer service dealing with incompetent representatives & empty promises that the sectional with correct orientation, no quality issues, along with a partial refund would be provided, nothing happened. I finally gave up out of frustration.

I recently realized that I had never chosen fabric for the 4 pillows I had purchased. I contacted Joybird 7/2024 to provide my fabric choice. I was informed that the pillows I ordered were no longer in production. I asked for a credit to go towards a purchase of different pillows & was told it was not possible; I’d have to take a refund. I accepted & told the rep that the card I used was from a closed account & would need a check sent to me. He spoke with accounting, took my mailing info & said it would be a few weeks. A few days later, I received an email that the refund was sent to the card I instructed it not be sent to. I reached out to Joybird immediately to let them know so they could reverse their mistake. I was told I’d hear back the next day. A week later I called again after not being contacted. I’ve spent another week dealing with customer service only to find out there’s nothing they can do & that I should reach out to my closed institution.

Buyer beware! I bought $2500 worth of furniture from this company only to have it break due to manufacturer defects less than three months after owning! I wish I could share a photo. The wood bed frame was so heavy it literally broke the metal that was holding it up. The company said they would not do anything about it! The ironic part is that I can assure you this happened with other people which is why this beautiful bed went on sale. Spend your money elsewhere!

Worst experience of our life working with this company!!! We ordered our bed 3 months ago the ago, they tried delivering the bed 3 times and every time there was something wrong. Last time the delivery people didn’t know how to assemble the bed and they literally broke the bed. It took them 3 weeks to send a technician only for the technician to tell us that the whole bed needs to be replaced. Oh did I mention that they said they wouldn’t deliver the bed if we had another bed in the room…. So we actually had to got rid of our bed and have been sleeping on the floor for the past month!

I purchased a $4000 couch from Joybird in 2020, and unfortunately, after just 3.5 years, I have to dispose of it—not donate it but throw it away.
This couch has been nothing short of a disappointment. The center of the cushions are sagging, and the wood constructing the frame of the couch sits behind extremly thin fabric. If you accidentally sit down on the wrong spot on the sofa, it’s painful. In addition, the back cushions lack durability and have lost their shape making the couch look messy. Also, the fabric has been pilling for years, and several seat cushions are now ripping open at the seams.
Despite reaching out to the customer service team, there was nothing they could do. In hindsight, I regret this purchase so so so much. I had hoped the couch would last for years, but now I can't even move it out of our apartment into our new home.
Don’t buy from Joybird.

Very disappointing, if not troubling, customer service.

Delivery of living room furniture is delayed by nearly a month, and their local delivery partner categorically refuses to consider time windows. You must be available from 7am to 8pm. They don’t warn you of this when you buy their furniture, and their customer service states outright that they do not care about the customer’s work or needs. I never would have ordered from this company if they had been honest from the beginning. They had no problem taking our money two months ago but once they got it, they have no concern about whether we get our furniture at all or when we get it.

The only person I could reach in customer service at Joybird was a very rude man who offered no apology and no concern for us - stating that there is nothing he can do because he just works there and answers the phone. He also said that there is no one else I could reach to discuss the issue or to get any help.

Apparently their money is spent on marketing photos and not in taking care of paying customers or even ensuring they receive their ordered furniture at all.

As an update, I got a call from a customer service manager, named Breeana, who was even more rude than the original representative, who also insisted that neither she nor Joybird care about my concerns as to when the delivery will happen. She also spoke over me rudely and repeatedly and did not offer help at all.

I recommend staying far away from this company and ordering furniture elsewhere.

UPDATE AFTER JOYBIRD'S RESPONSE ON TRUSTPILOT:

I see that Joybird has responded to my review regarding delivery. However, there are two problems with Joybird's response.

One is that it was provided 3 weeks after I posted my review. Would Joybird expect me to continue to have furniture that is not delivered for 3 further weeks after it was already very late and was already scheduled for arrival over 2 months after payment?

Two is the repeated statement that Joybird cannot control delivery time availability, even if the delivery windows provided are from 7am to 8pm. This is not helpful to customers and shows a lack of concern. Joybird can certainly control what delivery companies it contracts with or it can handle delivery itself. It can't just point fingers and claim powerlessness after having taken customers' money. When one orders furniture on Joybird's site, delivery is part of what is ordered. If Joybird chooses to contract with a delivery company that serves their clients poorly, that is Joybird's responsibility. They promise delivery and don't have the right to disclaim responsibility for it. The finger pointing is concerning.

My parents purchased a piece of furniture (sideboard), weren't particularly pleased with it, so inquired about returning it and getting something else. Joybird wants to charge not only a $100 pickup fee but also a $500 "processing fee." Not sure if that's the norm for online markets like this, but that is a ludicrous amount! Suffice to say, my parents will not be doing business with Joybird in the future.

I would love to be able to write a review about my new sofa and chair, but the shipper they've contracted with, JB Hunt, a billion dollar transportation company, does not make Joybird's business one of their priorities and has had my furniture now for 2 weeks, saying at first that they had no trucks and then canceling today's scheduled delivery because they have no drivers. With the size of that company, I find it hard to believe. Regardless, while my furniture has arrived to my city on June 27, here it is now July 11 and I have not received delivery.

I had been eyeing Joybird couches seeing them on Instagram for years and finally found a store near me and decided to go in to sit on the sectionals and see if they were as comfortable as they looked online. I was happy with the options, the sales lady was able to answer all my questions and recommend some material options that would be great for a dog. They said it would be 6-8 weeks for delivery (which is very normal for a custom couch). I received updates as the couch was being made, shipped, and then they called to arrange delivery and communication was great. They delivered it with ease and made sure I was happy with everything before leaving. The couch is comfortable and the material is soft and great for a fur baby! Very pleased with the experience! I bought the Bryant U-Sofa Bumper 5 Piece Sectional in Kenley Spruce and am very happy.

I bought two items in store, one of them got delivered but the second item has not even been shipped for more than 2 weeks. I contacted customer service, and they told me it would take 5 business days to get an answer from the carrier, given that delay I wanted to cancel the order and they told me it was going to cost me 25% CANCELLATION FEE. Who does that, this company is just a band of thieves, no customer care provided and want to keep your money even if they don't even provide the service or deliver the items. What a joke, by the way the Argo Floor Mirror (the item in question) West Elm has it, for $110 dollars cheaper and they do have white glove delivery.
DONT WASTE YOUR Money with this company.

I have had the most horrific experience dealing with customer service, after placing an order. The alleged customer service manager who claimed to not have a supervisor, is perhaps the most insulting and disrespectful customer service agent I have ever dealt with. In addition, she interrupts and continually talks over you and tell you how wrong you are. It is the must disappointing and frustrating customer service experience I have ever had. The company also does not honor their own policies, gives incorrect information, and takes forever to respond with answers, if you can even get them. I have been dealing with this now for over 3 weeks and it just keeps getting worse. Spare yourself the headache and loss of significant money, and purchase elsewhere!

I continue to deal with Joybird's warranty department regarding the sleeper sofa I purchased in January 2024. Here is my latest email which is self explanatory. I wish I had gone with another company for the sleeper sofa. Hope this helps others.

Dear Warranty Dept:

This has been a complete disaster.  The repair person asked for a spring (because it was missing from the first delivery), and Joybird delivered an entire new bed.  The repair person came out to repair it and now my new wood floor is damaged.  Attached are pictures of the damage to my new wood floor.  Had the spring been delivered as requested instead of the whole bed, I would have no damage to my new wood floor.  Instead, I now have a bed in a box outside of my garage and a damaged floor. 

I ordered a sectional and ottoman. After placing my order on June 1, I was told ETA was August. I asked why? "Because Joybird builds each order then drives each order from Tia Juana to destination.". This sounded odd to me. I requested they cancel my order. The fee to cancel an order, not yet made, is 35%!!!!! It's outrageous. For my order it was nearly $1,000. I am so furious and frustrated that I am hoping to keep others informed about cost of doing business with Joybird. It won't be a Joy filled ride

On March 6, 2022, I purchased the Lyle Leather Ottoman for $874.21 order. I also purchased the separate 5 year protection plan for the Ottoman. On January 27, 2024, I noticed a strange mark on the Ottoman that wasn’t there before. I couldn’t tell if it was a scratch or a burn mark. I submitted a claim to ServeCo with supporting pictures on the January 27, 2024. I told them that I couldn't tell if mark was a burn mark or a scratch (both of which are covered by the protection plan). After not hearing anything for more than a week I checked the status of my claim online and it was noted that ServeCo was reaching out to the manufacturer. I received an email on February 8, 2024 stating that because they couldn't tell exactly what caused the mark, they were denying the claim. It seemed as if ServeCo was trying to figure out ways to not cover the damage. It is very disappointing that a company offers a protection plan that is supposed to cover everything then deny coverage because they couldn’t figure it out if the damage was caused by a scratch or a burn. ServeCo didn’t even have the decency to call to let me know. I wish I had read the BBB reviews of Joybird before buying the Ottoman since my complaint seems to follow a trend with them. After filing my compliant Joybird sent out a leather conditioner with a promise to take next steps if that didn't work. When the conditioner didn't work they replied to BBB that there was nothing they could do. As everyone can see from their response Joybird will sell protection plans and then blame ServeCo when customers are denied coverage. Lookup ServeCo on BBB and Joybird and my experience is similar to others. Don’t buy from them and if you do don’t waste money on their extended warranty.

Leg broken with very little use.
Lewis Corner Sectional (3 piece), the leg broke but we use it maybe once a month. Contacted Joybird support and they did not care to address the quality issue of their product (keep in mind that they claim a lifetime warranty). We got the Sofa from the previous owners of the house who also got it for a short amount of time. Very concerned with the quality of Joybird products and clearly disappointed with customer service.

The company is absolutely fraudulent!! Placed an order for a bed 4 days ago no clear build time for me to find out it is 5+ months! Decided to cancel and they want a 35% restocking fee! That’s insane for an order they haven’t even started!!

Purchased Lewis sectional. Lumpy foam on long pillow. I contacted Joybird and they refuse to replace it. I continually have to open pillowcase to smooth out foam insert. Poor design.

Reading some of the reviews and I wish I knew what "this fabric" was to avoid. Anyway...

I'm giving the sofa one star because it looks good.
Unfortunately everything else about my experience with joybird has been extremely disappointing. The delivery occurred 2 months beyond date originally promised. Crew of three tracked dirt in the house, didn't speak english, and didn't attach the modular units correctly. That took two months to fix. Sofa cushions are very flat and uncomfortable. Customer service is saying too bad, but if we want we can spend a 2-3 k in purchasing new cushions. Don't buy a joybird!

After less than 2 years, our chair's fabric is coming apart at the seams. We barely use this Joybird Brice chair. It is poorly sewn together. At the tufted button, the seam is splitting and stuffing is coming out. Poorly made junk!