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

  8335 Melrose Ave Los Angeles, CA 90069-5403

  
• 

  Joybird

  755 W North Ave Chicago, IL 60610

• 

  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:11/15/2022

  Type:Product 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.

  New order (**********) for the missing replacement leg was made today as I received a notice via email. The delivery date is 11/29-12/4. This is absolutely unacceptable. I have had an unusable couch sitting in my living room since 10/28! I am hosting Thanksgiving next week and no one can sit on a couch that was ordered back in August because this company cannot get theor act together. I need this leg mailed out to me immediately. It should not take three separate deliveries and many emails, phone calls, direct messages and social media posts over the course of 6 weeks to receive a complete couch I paid a lot of money for. To add insult to injury they are only offering me a free pillow (!) or a $150 credit for their company- a place that cannot get things to you in the 1st place. I would like to be credited back for my time and much hassle over the past month.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/17) */
  Hey *******, we have confirmation that our team has been working on getting the correct missing pieces to you as soon as possible but shipping times are limiting. We are doing everything we can to get the legs out to you as soon as possible. Once delivered we will have a furniture technician install them for you so that your piece is in perfect condition.
  
  We also have confirmation that our management team has reached out and offered a refund to your original form of payment. Please be aware that we have limitations regarding how much we can offer. Please connect with them directly at your earliest convenience.
  
  
  Consumer Response /* (3000, 7, 2022/11/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did receive the legs and a call, but am still awaiting promised monetary compensation.
  
  
  Business Response /* (4000, 9, 2022/12/02) */
  Hey *******,
  
  We're sorry to hear about this. We can confirm that an amount of $200 was refunded back to the original payment method as of today. Please allow 5-7 business days for the funds to appear in your account.
  
  Please feel free to reach out if you have any other questions, we're happy to help.
  
  
  Consumer Response /* (2000, 11, 2022/12/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  payment received

• Initial Complaint

  Date:11/11/2022

  Type:Billing 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 received our sofa on January 11th 2021. On March 28th while the product was still under warranty I contacted Joybird to report an issue with the cushions on the couch. I reported the same issues again, on April 9th. The problem which I took pictures of, is that the cushion was not fitting into the leather cover correctly and was not matching up with the other cushion. We asked to have it replaced, we asked to have it looked at, Joybird told us this was a placement issue and the cushion could simply me maneuvered into the sleeve. We continued to face this issue for months and I reached back out to Joybird in September of this year when I was told this issue was not covered under warranty and that if I had contacted them when it was, they might have been able to do something about it. But I did contact them - twice and never got assistance. I want them to pay to repair the cushions as the issue is not ruining the leather on this EXTREMELY expensive sofa.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/17) */
  Hey ******,
  
  Thank you for sharing your experience with us, we're sorry to hear about your cushions. Unfortunately, we won't be able to accept the return of the sofa as the sofa is currently past the 90 days, but we will be more than happy to process a full replacement in a new leather as the Santiago Camel has been discontinued. We'll be happy to send you an order of leather swatches for you to see the available leathers.
  
  If you wish to take advantage of this offer, please submit updated photos of the cushions with our warranty department they will be more than happy to process the full replacement for you.
  
  Please let us know if you have any other questions or concerns, we're happy to help.

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service 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 August 28 I ordered a couch (order ******** ) that was slated to be delivered in 2-4 weeks per the stated delivery times at time of order. The order was continually pushed out (with zero communication to me from Joybird on all but 1st delay) until it was finally delivered to me on 10/28/22. The couch showed up without legs. The delivery service logged the issue and I received zero follow up from Joybird until I reached out myself on 10/31. so the replacement legs order was not even started until that date (order ******** ) At that time I was told there was nothing they can do and I would get "priority" as this was their mistake - delivery scheduled for 11/17-22, but it would MOVE UP as a priority, so would be here in time for Thanksgiving. I have been watching the build tracker and nothing has moved. I reached out to their online customer service today and was told "nothing they can do" and now it is pushed out until 12/3-8 (their site still has not updated and says 11/25-11/30. I have a couch sitting legless on the floor and I will be waiting 5-6 weeks for them to send me legs that should have been created back in August - there HAS to be lega somewhere they can send me. I have paid $3000 for a couch that is currently legless and sitting in my living room useless. Please help me get this resolved.
  

  Business Response

  Date: 12/19/2022

  Consumer Response /* (-5, 5, 2022/11/14) */
  This a follow up to case ************************************. The missing legs arrived today but there is still a missing leg. This couch requires 6 legs and 5 were sent. I need the other leg shipped to me immediately. I am still awaiting contact toward a refund for part of the cost of this couch for this horrific customer service and experience I have experienced.
  
  
  Business Response /* (1000, 7, 2022/11/17) */
  Hey *******,
  
  We're sorry to hear about your experience with Joybird. We can confirm that two additional replacement legs were processed on 11/16 and will be prioritize so you're able to receive them sooner.
  
  Additionally, we're able to confirm that one of our managers has reached to schedule a call with you. They will be more than happy to review compensation for your experience.
  
  Please let us know if you have any other questions, we're happy to help.
  
  
  Consumer Response /* (3000, 9, 2022/11/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did receive the legs and a call, but am still awaiting promised monetary compensation.
  
  
  Business Response /* (4000, 11, 2022/12/02) */
  Hey *******,
  
  We're sorry to hear about this. We can confirm that an amount of $200 was refunded back to the original payment method as of today. Please allow 5-7 business days for the funds to appear in your account.
  
  Please feel free to reach out if you have any other questions, we're happy to help.

• Initial Complaint

  Date:10/20/2022

  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.

  BUYER BEWARE! We visited Joybird ****** We spent over 5k on furniture, which we love. The **** media console was not in stock, so we were told we would be notified when it was available. We were notified about a month later, and the very nice woman (who we will not name) ordered it for us. Only to find out she ordered the wrong item. She ordered the **** cabinet (much bigger). We were told that this was the item we wanted. It definitely was not, we, of course, had measured and knew the name was "media console" it was for our media. This was on August 25th. We went back and forth several times. Finally, the store manager, ***********, took over our case. The correct item was finally ordered and finally arrived. It was damaged with crooked cabinet doors. We took photos and sent to ***********. This was on 9/21/22.***** reordered the media console again. Letting us know he would be sure it was inspected first.
  
  Yesterday it arrived. The delivery was scheduled from 3-6pm. The delivery people called to say they were at our house at 12:55pm. I ran home from work. The delivery people say "you are aware of the damage?" I say no. They say, "the warehouse told us you wanted it this way" We refused the console again. It was severely damaged, much worse that the previous one. I sent photos on 10/22/22. We are paying for this console monthly on*******, but we do not have a console. Furthermore we have not heard from ***********, the store manager, since 9/22/22.
  
  There is so much more to this story, such as "white glove" deliveries being left on our door in************** while we were out of town. Luckily our neighbors were able to grab the items. This happened multiple times. Almost all products look used or damaged. Communication is TERRIBLE. We either need a media console or we need the payment reversed.
  
  Luckily we have photos and documentation of everything and at this point it's less about the money and more about the humanity and ethics of Joybird
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Hi *****, we are sorry to hear about your experience. We take your feedback very seriously and assure you that we will be presenting this experience to our shipping carrier partners so they can improve their services.
  
  We have confirmation that our team is currently assisting you and they have put in a request for a replacement piece for you. Please let us know if there is anything we can do on our end to further assist.
  
  
  Consumer Response /* (3000, 7, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I am not surprised ever Joybird has the audacity to blame their "shipping partners" it's with gross negligence and sickening lack of ethics that they would try to pass their inability to offer undamaged foods to their customers.
  
  Not only did their manager tell us that he would be sure no more damaged items would be delivered to us but he then ghosted us and completely stopped replying. After a month we were forced to contact our bank, ******************* after not receiving a reply from anyone at Joybird.
  
  To be VERY CLEAR! The shipping complaint was the only good part of our Joybird experience. The only issues we had with the shipping company were a direct result from Joybird going them misinformation and wrong dates. Joybird lists things as white glove but them sometimes chooses to ship them *****. The shipping company is kind, responsible, and responsive. I am sure they are also fed up with the lack of follow through and unprofessionalism from Joybird.
  
  Your canned reply to this *** review is NOT ACCEPTABLE. W did NOT agree to receive a throw console. We do not want to do business with you further.
  
  We expect you will charge full price for the severely damaged console you shipped us. Frankly we'd rather pay full price than deal with anyone fro. Joybird again.
  
  
  Business Response /* (4000, 9, 2022/11/08) */
  Hey *****,
  
  Thank you for sharing this feedback with us. We can confirm that our accounting department was inconstant communication with you and have offered to pick up the item for a full refund.
  
  We offer white-glove service for the majority of our custom items on our website. Some items are shipped from a trusted vendor and they ship the items through *****.
  
  We've received confirmation from ****** about your loan, If you decide to return the piece we can process a full refund as offered previously by our team, simply let us know and we will work with the shipping company to get that picked up from your home.
  
  Let us know if you have any other questions or concerns, we're happy to help.
  
  
  Consumer Response /* (4200, 11, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  BUYER BEWARE.
  
  THIS COMPANY IS MISLEADING AND NOT ETHICAL.
  
  WHAT THEY HAVE STATED HERE IS NOT THE TRUTH.
  
  Their communication has been terrible. The process was horrible and stressful. They passed the buck and tried to blame the delivery company time and time again.
  
  There is no doubt this business practice will catch up with them.
  So many things were wrong with this entire process. It's should not take months of the wrong item being ordered and then 2 severely damaged pieces being delivered.
  
  Yes we chose to keep the damaged piece and pay for it because it was not worth our time and the amount of frustration we were being caused. We paid out of pocket to have the piece repaired.
  
  And further more there were items that stated "white glove" but we're shopped ***** instead and left on our doorstep while we were out of town. If you're shipping fed ex don't list "white glove" on the invoice.
  
  Basic customer service and quality of product is abismal.
  
  
  Business Response /* (4000, 13, 2022/12/07) */
  Hey *****,
  
  We're sorry about your experience with us. We can confirm that you decided to keep the damaged console as is for a discount. If this isn't working out for you, We would love to make this right by picking up the damaged console and processing a full refund.
  
  Let us know if you wish to proceed with the return as we can have the carrier reach out to schedule a pick up.
  
  
  Consumer Response /* (4200, 15, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After three severely damaged delivered consoles. I'd rather pay extra to be done with Joybird. I only wish I would have read the insane amount of terrible reviews prior to purchasing from this company. BUYER BEWARE!!!!

• Initial Complaint

  Date:10/18/2022

  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 ordered an item (outdoor table) which was listed with a sale price. Joybird conformed my order and charged my credit card. I continued to get updates about expected shipping dates. The week when the item was supposed to be shipped I received an email telling me the item was no longer available and I would receive a refund.
  
  Looking at the company's website, I found the same item available. I complained to customer service. I was told that the item would be available in February of next year and I could enter my email to receive an availablity notification.
  After numerous emails I was told I would have to purchase the item at full price. A perfect example of Bait & Switch
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Hey *********,
  
  We're sorry to hear about this. We can confirm that we experience a system glitch that affect the quantity amount of this item. We've processed a full refund back to the original payment method which usually takes about 5-7 business days. Furthermore, we can confirm that one of our representatives created a gift card in the amount of $150 which you could use towards your next order.
  
  Unfortunately, we're unable to match the sale price you initially purchased the table for, as the item was marked down as a clearance item. We're unable to confirm that the table will have the same clearance price when it comes back in stock.
  
  Let us know if there's anything else we can help with, we're happy to help. Thank you for your patience.
  
  
  Consumer Response /* (3000, 7, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I had to ask for some sort of remedy and did accept a gift card. That remedy helps witht he inconviencance of not honoring my order in a timely manner.
  My complaint is that this is clearly BAIT AND SWITCH. Never was I given the opportunity to keep my order until a February date. IN FACT - WHEN I RECEIVED THE NOTICE THAT MY ORDER WAS CANCELLED THE ITEM WAS ACTUALLY STILL AVAILBLE TO PURCHASE ON-LINE.
  ALL I WANT IS FOR THE COMPANY TO HONOR MY PURCHASE. THEY CANCELLED the week it was supposed to ship. ONLY TO ADVISE ME TO RE-ORDER AT A HIGHER PRICE.
  AT THE VERY LEAST, THEY SHOULD HAVE ME ON A PRIORITY LIST TO RE-ORDER BEFORE ITS AVAILABLE TO THE PUBLIC. The fact that they refuse to do this only shows that their intent is to have a new order as a seperate transaction...of course at more cost to me.
  
  
  Business Response /* (4000, 9, 2022/11/08) */
  Hey *********, we cancelled your order as we were not able to fulfill it, this is a standard procedure that most companies do as we are not able to ship over the piece to you. We will be happy to send another table once we restock if you place a new order as the original order is cancelled and cannot be reinstated. We will do our best to get as close to the pricing you paid for the piece originally but at this time we are not able to promise a price match as the piece was on clearance. Thank you for your understanding.

• Initial Complaint

  Date:10/17/2022

  Type:Product 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 sectional on 8/23/21 which was delivered on 11/6/2021 Because of what they admitted was poor craftmanship with the springs coming off, they replaced it with order # ******** delivered on 4/7/22. Since then, we had all of the cushions replaced due to all of them being poorly constructed and flat. The latest cushions were delivered on 9/29/22 and are flat less than 4 weeks later! I just called to see what i can do to return the whole thing. It's been 11 months of getting every piece of the sectional and cushions replaced I just called and at first they tell me that I would have to pay 10% re-stock and the shipping costs. This is not acceptable. I have spent too many hours chasing them down on consistent issues with their product. At first, I wanted the cushions replaced, but the process is very difficult Just to het the cushions replaced took many phone calls they randomly kept on rejecting the request saying they saw nothing wrong with it.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/19) */
  Hi ****, we have confirmation that our team has been working closely with you on your claim. They have requested additional photos via email so that they can assess the issues you are seeing. Please reply and attach them photos either via email or here so we can assist you. Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/10/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I had sent the requested pictures to joybird before this response was posted. After that, and a few phone calls, they agreed to replace my sectional with a different model. They will give me a full refund when they receive the sectional (which will be picked up with the delivery of the new sectional)

• Initial Complaint

  Date:10/05/2022

  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.

  On 3/26/22, we notified Joybird about manufacturing defects discovered in a************ Table we purchased on 9/7/21 and requested their assistance to coordinate the necessary repairs. We were referred to two different services and neither has ever replied. The table was delivered on 9/30/21 -at the height of the pandemic- and assembled by the white glove service Joybird provides out on the street. The fully-assembled piece was placed by their team in the living room where it has been ever since. Our household consists of two adults with no children and, in light of the aforementioned public health emergency, we have not hosted any guests in our home. At the time, we did not notice any issues but later discovered while dusting that the underside of the table was cracked. The damage originated from where the bolts affix the marble top, which suggests an issue with manufacturing or assembly. Their website later noted the table was discontinued. The crack slowly got worse until a piece of the marble slab fell off. In an effort to find a reasonable resolution, we have gone as far as requesting mediation through the*** Attorney General, but Joybird has not even bothered to acknowledge them. We have also submitted a 30-day demand letter pursuant to******** (via email and certified mail with return receipt) seeking resolution under the consumer protection law which provides an implied warranty of merchantability which requires that the goods sold be "fit for the ordinary purposes for which such goods are used" with reasonable safety, efficiency, and ease, and for at least a reasonable period of time. So far, they have refused to do anything about it stating that this product was only covered by a limited 90-day warranty. The 30-day demand letter allows us to move the claim to the courts but we are trying to resolve it without resorting to legal action.
  ***********************************************************************************
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Hi *****, we have confirmation that your order is outside of warranty and our legal team will be in touch with you due to the submission of the letter to the Attorney General office. Please connect with them directly as they will be the main point of contact moving forward. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business' response indicated that they would be reaching out directly and nine days later they have yet to reply to this complaint or the letter sent to them in May. Further, they've not provided contact information for their legal team so we can initiate outreach. Thank you
  
  
  Business Response /* (4000, 9, 2022/11/01) */
  Hi *****, our legal team has connected directly with the Attorney Generals office. They will be handling this directly with them and your legal team. We are not able to provide any more information or connect with you regarding this matter at this time.
  
  
  Consumer Response /* (4200, 11, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business has replied stating that they will be contacting the AG and "my legal team" directly in relation to this complaint. The complaint letter submitted pursuant to ******* clearly states it is a pro se action and, ******************************************************
  
  
  Business Response /* (4000, 13, 2022/12/06) */
  At this time we are not able to comment on this case as our legal team will be taking over. Please connect with them if you have any questions.

• Initial Complaint

  Date:10/04/2022

  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.

  We ordered an item from Joybird on 8/30/22, Order No. *******, and were charged the full amount on the next day 8/31/22. The item was supposed to ship by 9/21/22 and delivered no later than 9/27/22. I received no shipment notification or tracking information and contacted customer service where they confirmed in an email that the item was not shipped and was discontinued and we would be refunded. We did not receive a refund and after re-checking the website the item is showing as shipped, with no tracking details. I called customer service again and they said the item shipped 10/3/22 and they could not issue a refund until the cancellation had been processed even though they already stated that the item had been cancelled and we would be refunded in an email. We did not receive any email notification of this new shipment information or update on the current status of the item. We should never have received more than a pending charge on our credit card for an item that had not shipped until 10/4/22.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Hey *********,
  
  We're sorry to hear about the delays your order experienced. We can confirm that the Lyra Console Table was rerouted back to our warehouse and we have processed a full refund for the table. Please allow 5-10 business days for the amount of $789.15 to be send back to the original payment method.
  
  Let us know if you have any other questions or concerns, we're happy to help.

• Initial Complaint

  Date:09/26/2022

  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.

  I ordered a sofa from joybird**** on July 16 2022 and still haven't received a delivery date for my order despite calling for a shipment date multiple times.advert numerous attempts to reach the business and shipping center I am now becoming frustrated with the process has I have paid for something I did not receive, I just want my order or a full refund.
  My order arrived at the regional distribution center over a month ago.
  My order # is *******
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/28) */
  Hi ***, we are sorry to hear about your experience. We have confirmation that our team has been working with the shipping carriers and have requested a transfer to another carrier and notified you via email of this change. We expect the sofa to be delivered to the new carrier tomorrow and they will be giving you a call directly in the next day or so to schedule an appointment that works for you.
  
  We have also sent over an offer as a thank you for your patience during this inconvenience, please respond to our email if you would like to move forward with it. Thank you.

• Initial Complaint

  Date:09/15/2022

  Type:Product 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.

  On 8/30/2022, I placed an order for $2,804.45 with Joybird. This order included one dining table, one dining bench, and four dining chairs. I strictly purchased from this company because I respected their vision, including their transparency about where and how their products are made. I consciously make an effort to purchase quality products from ethical companies, and therefore, this entire situation has been extremely disappointing to me. Their website gives a look into their workshop and describes how all pieces are handcrafted. It gives factory tours, and states the following, "With corporate headquarters ***************************************************************************************************** Joybird strives to reduce our carbon footprint and help grow local communities by providing well-paying jobs, benefits, and a family culture like no other." However, when I received my product (also, one item was missing and I received an incorrect item) all of the boxes stated they were made ********* and the product did not seem high quality at all. I tried reaching out to the company for clarity and only left the conversation feeling more confused. They first brushed off my concerns about where the product was made, and zoned in on correcting the incorrect item I received, which was not even my main concern. Then, when I pressed for more information about where the product was made, they stated that the items I purchased just happened to be one of the few items from a third-party supplier, and that most of their products are created ************************* This is completely deceitful and false advertising. They have agreed to issue a refund (minus a 10% fee and I have to pay return shipping). I have never in my life posted a negative review anywhere about any company but I feel very deceived by this purchase. At this point, it is not about the money for me, but this company needs to be held accountable for false advertising and deceitful behavior.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Hey ******,
  
  We're sorry to hear about your experience. We can confirm that all our custom made items are made in our state of the art facility ******************* We've located your order and can confirm that all the items you purchase we're made from one of our trusted third-party vendor, this information would be located on the "Details, product care & assembly instructions" part of the product page. we've attached a screenshot with our response.
  
  Additionally, we can confirm that one of our representative has waived all associated fees with your return. Please let us know once the items have been picked up so we can initiate the refund.
  
  Let us know if you have any other questions or concerns, we're happy to help.
  
  
  Consumer Response /* (2000, 7, 2022/09/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)