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September 2024 by Lauren Hagan
Beware “Restock” Fees & Poor Service!
READ THE FINE PRINT ON RETURNS. Or better yet DON’T SHOP AT JOYBIRD at all. This company is the perfect example of why people are hesitant to make furniture purchases online. Although they splash “90-day returns” all over their website to alleviate the nerves associated with making large purchases online, they hide the details of their astronomical ***50% RESTOCKING FEE.*** We purchased a sofa from Joybird and were enormously disappointed to find out that we would need to pay Joybird ***$1,200 PLUS SHIPPING TO RETURN IT.***
While the 50% “restocking” fee is on their site, a customer has to dig at least 2-3 pages deep to find this information that should be prevalent throughout the buying journey. Compare this to competitors like:
1. Article, which offers a generous free returns policy (minus cost of shipping) OR
2. West Elm, which makes blatantly clear they do NOT accept returns on Made to Order products at all on both the product page and the point-of-purchase
It’s clear Joybird falls short of industry standards for transparency and reasonable return/exchange policies.
Further, in my call with the rude customer service representative, they went on to tell me that Joybird does not resell returned items but instead donates these items to shelters. While that’s lovely, WHY AM I PAYING A “RESTOCKING” FEE FOR AN ITEM THAT WILL NOT EVEN BE RESTOCKED? I’m basically being asked to pay the price for Joybird’s “social responsibility” initiative, which means they are likely touting their “good deeds” while exploiting their customers with unnecessary fees. When I asked what the restocking fee consisted of, I was told this information is not available to Customer Service. Of course it’s not, because it’s bogus.
Next I offered to do an exchange, but they told me they don’t except exchanges at all, even though this information is also not prevalent on their website, including their Returns page. Again, the customer has to dig deep to find this. Unacceptable. If you’re going to have bad policies, at least be transparent about them.
I’m disappointed in Joybird for burying the fine print on returns/exchanges on their website while exploiting “90-day returns” like it’s some wonderful customer benefit while charging an astronomical “restocking” fee that is clearly just a money grab, and offering absolutely no compromise when I called to discuss reasonable alternatives such as an exchange. I will ***NEVER SHOP AT JOYBIRD AGAIN*** and will make sure everyone I know hears about how horrible my experience was.
P.S. Joybird, don’t bother responding to this review with a canned response just so that you can try to manage your brand’s “reputation.” If you want to reach out to me, I advise you to do it directly and to offer a reasonable return or exchange to make things right.
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August 2024 by W N
Cushions on their couches don’t last long. I bought a denna chaise that I barely use, but my dogs are on it everyday. Their combined weight is 80lbs and the cushion has a dent on it. It feels like there’s barely any support when I do use it. It’s a regretful purchase that cost me over $1000 and the recommendation was for me to “fluff it out” after every use. Another thing that’s annoying is that they installed the inner cover inside out.
You should immediately refuse delivery if anything looks wrong or unsatisfactory.
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August 2024 by K. R.
I visited this showroom back in May 2024 so that I could actually sit on, touch, and feel some of the couches and sectionals. I ended up going with the Holt sectional and ottoman. It arrived the 2nd week in August and I am loving it. I selected the plush terra rose fabric and it is absolutely gorgeous!!! The seating is large, roomy and comfortable. So happy I chose Joybird because the quality and build are exceptional. Thank you to the manager Cynthia who very helpful throughout my experience.
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August 2024 by Heidi Davis
We had an amazing experience in store with Candace! She answered all of our questions regarding fabric, provided multiple swatches for us to take home, made sure we received a promotion that was currently going on, and was accommodating when we changed our minds from the Lewis sectional to the Briar with storage ottoman. She kept us informed on the status of our order at all stages. The delivery process was quick and smooth, and we all love the new couch!
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July 2024 by Mary Green
I had the best experience at the Joybird in Logan Circle! Candice was my contact throughout my process and she was AMAZING! From suggesting fabric colors and sofa styles...she was awesome! My sofa has been delivered and I absolutely LOVE IT!! It's so comfy and the color is beautiful...IT'S PERFECT!! The whole experience was great and I highly recommend Joybird!
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July 2024 by Rachyl Felty
For the Logan Circle location: go see Candice S. to help you with your purchase. She is so kind, helpful, knowledgeable, effective, and the list goes on. She made this experience worlds better as I had some unique problems with delivery. And Candice just swooped in and immediately mediated the situation with ease and grace. I truly believe Joybird would be lost without her and expertise and wonderful disposition. Thank you Candice!
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July 2024 by H P
I had a wonderful experience shopping at Joybird in DC! The representative who worked with me, Ms. Candice Stewart was very informative and helped me pick out style a lovely couch when I didn't think I would even find anything. She helped me choose the right size, style and even choose options that fit within my budget. I never felt pressured, only supported. And the quality of the couch I bought was too tier! I would definitely recommend this store for furniture and I highly recommend Ms. Candice to direct you through your purchase!
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June 2024 by Steve Sample
We ordered a Briar sofa bed. It didn't fit in the door, so they charged us $605 to return it. I'm not too upset that it didn't fit because it left pilling from the fabric all over. Also, they wouldn't let me review on their site, so don't believe all the positive reviews there. Definitely not worth the $3k. Horrible customer service.
***update:"Full refund" below is minus 20%. That's $605 off 3100. We bought the rest of our furniture from Article. Their customer experience was night and day compared to Joybird. Avoid Joybird.
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May 2024 by Christopher Payette
Tremendous letdown. We got a bed here in August 2023, moved last weekend. The assembly crew who assembled the bed through their delivery service (the only delivery option we were given) stripped all of the screws and made the bed unable to be disassembled for the move. Contacted customer support who basically said too bad so sad and were unwilling to help with anything because we should have checked to see if the bed came apart immediately after it was delivered. A wild experience that made our entire moving day stressful.
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May 2024 by Annie Carlin Olle
I highly recommend working with Jessica Moss when purchasing your joybird furniture (wilder sectional and Hughes swivel chair - both of which are incredibly comfortable). She was with us every step of the way ensuring that we had a great buying experience and smoothing out any bumps along the way we had. We are in love with our new furniture and having someone helping us all the way through made a HUGE difference! Thank you again to Jessica and the whole DC showroom team!
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May 2024 by Nikki Dipaola
I loved the Holt sectional couch when I saw it online. It’s beautiful! I loved that I could choose the Safeguard fabric. We got the couch and it looked just like it did online. But it’s THE most uncomfortable couch. It hurts my husband’s back and I get sore just from sitting on it. (We are in our late 20’s with no physical ailments.) We’ve had it for over a year and BARELY have used it. It’s basically brand new. We’d rather lay in bed and watch tv. I 100% regret purchasing this couch. I’m super upset about spending tons of money on this couch and not using it because of how uncomfortable it is. I wish I could send the couch back and get refunded.
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April 2024 by Cody Taylor
I purchased a $3000-4000 limited edition modular sofa from Joybird.
They charge $150 for “white glove delivery”, however when they arrived for delivery they informed me they were La-z-boy employees and not Joybird employees and they would go no further then leaving my couch on the porch.
I unpacked and placed in my living room, and I’ve been miserable since. The couch is a complete piece of trash. It is modular, yet they give no hardware to connect the pieces together. Further they are so cheap and light weight that if you sit on them they fall over or shoot across the floor.
I tried to complain to Joybird, but they told me my issue wad with the delivery. Further, they stated that they don’t really offer a “white glove” delivery. They just call it that out of courtesy.
Such a trash company, with trash products, and even worse customer service.
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March 2024 by I james
Best Decision! I received exceptional service from Shaquana Brown-Lozada (Design Consultant) at the Joybird’s store/showroom, which is located at Logan Circle in D.C.
Before entering the showroom in Logan Circle, I was enthralled by the beautifully designed furniture on the Joybird’s website. However, I was torn between several vibrant colored couches.
Shaquana- It was the diligence and exceptional communication exhibited by you that made my first Joybird’s purchase memorable. I purchased the Lewis Sectional in the fabric color, Royale Hacienda. Yes- I am getting ready for the spring and summer vibes of 2024.
Shaquana addressed every question with such detail, support, and warmth. Further, Shaquana cultivated a collaborative and informative environment for buyers like myself.
If you are interested in colorful and well-made furniture, check out Joybird and ask for Shaquana!
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February 2024 by Ben Privot
Shaquana is the best!
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February 2024 by Eric Mann
This review if for both Joybird, and the delivery service they contract. It all started with literally no communication after I ordered my couch, continued with the incompetent dispatcher/delivery team, and was followed up by the dismissive and argumentative customer service rep.I knew it was going to take a long time, so at the two month mark I inquired about my delivery date, I was told I would hear something around January 23rd-January 28th about my date. On the 29th I emailed to see what the status was..shockingly the same day (a day late) I got an email about what delivery days were available (no times). I chose my day and thought I'd have my couch in no time. I was wrong.Unfortunately the afternoon before my delivery date I was told I would have to work from 7-11, coincidentally my delivery window that I was assigned was 10-1. I promptly reached out to Joybird (no response), and the dispatcher/delivery company. I spoke to someone (I believe his name was Dennis Brown), told them my situation and that the earliest I could be there would be 12 noon, and if it was possible to change my delivery time to 12-3, or reshuffle my delivery time or make other deliveries before mine to do it. The man on the phone said it was not possible to change the time, and that he would leave a note for the delivery team that I would not be available until 12 noon.The next day when I get off work at 11, I see multiple missed calls. I return the calls, and just as I thought it was the dispatcher (I'm pretty sure it was the same guy I talked to the night before). He said the delivery team tried to call but couldn't get in touch with me. I said yeah, I spoke to someone that was going to leave a note for them stating I would not be there until 12 as I had to work. He said I would have to contact Joybird to reschedule, and that is it "okay". I said actually it's not "okay," someone completely ignored what I said, and also wasted the delivery team's time by even showing up to my house before 12 noon. I then hung-up, as I had wasted enough time, and he just was not getting it.I then called Joybird to reschedule my delivery for which I was told I had to wait 2-3 days just to reschedule because the couch would need to be scanned back into the warehouse. Confused, I asked if I could talk to a manager, or someone with decision making authority, and/or problem solving skills. Those attempts were dismissed and I received an automated email about rescheduling. I suppose the burden is on me to reach out a reschedule, as I have heard nothing (no email, no phone call, nothing) I would also like to add that the tracker showed my delivery was number 5 or 12, so it would have been possible to reshuffle the times, and come to my house slightly later (I was told this was not possible). It actually was possible, they just didn't want to do it. The tracker also doesn't track, it was still sitting on my location hours after my couch was supposed to be delivered. Not sure what value that tracker adds, but it is not accurate, and just as subpar as my experience ordering with Joybird. You'd think paying over 2 grand for a loveseat would come with mediocre customer service, however instead it comes with none. Failing grade from top to bottom on this one.
