Joybird — Local services in Chicago

UPDATE: Joybird sent me a new chair and it also arrived broken WITH THE SAME ISSUE! Do not buy this chair.

TLDR: Joybird damaged my chair while delivering and assembling it. They have spent a year trying to fix it with laughable results.

Staff is very nice on the sales floor but customer service ends the moment you walk out the door. I am so disappointed with this chair and joybird. I purchased it September of 2020. Due to supply chain issues, of which I was understanding, it wasn’t delivered until November 17. I purchased the “white glove” delivery and assembly service which would turn out to be a huge mistake. Within a few weeks, the back legs began to slide out and twist. I embarrassingly had a guest sit and fall back on the chair as the legs gave out. I contacted joybird about the issue. I mentioned that the delivery team had left no instruction or paperwork and so I did know if I was missing any additional parts but that it seemed the screw heads were too small for the holes in the leg. After a month, joybird sent a replacement leg with no hardware. I replaced the leg with the existing hardware myself. After a few weeks, both back legs began to slip out again. I again contacted joybird with the same issue. They asked that I cut away the dust cloth and send additional pictures of the issue. Joybird decided to send a technician to repair the legs and the dust cloth. I again mentioned the seemingly insufficient hardware but the technician said the issue was that my floors were too slippery and that I needed to put the chair on a rug or on use casters. The technician left without repairing the dust cloth because they did not have the parts. I personally found it ridiculous that a $2,200 chair could not sit up on its own but I purchased the casters regardless. I reached out to joybrd for a 3rd instance. This time I disassembled the existing hardware and with calipers showed that the screw heads which held the legs in place were smaller than the holes they fit into. It was only then that joybird decided I was missing hardware, which meant that the joybird delivery team misassembled the chair at the start. On September 1st, 2020 I was told I would receive the parts in 5-6 weeks. 10 weeks later the parts finally arrived but the bolts they sent were smaller than the original and don't fit the chair. 19 emails, 12 photographs, 2 videos, and 1 one technician visit later, the chair is still broken. In the past year of owning this chair, I have spent more time waiting for parts or technicians to repair than I have actually using it. Not to mention the amount of personal time I have had to spend to fix this chair. All because I used joybird’s “white glove” delivery service. I have had to spend time, effort, and money to fix joybird’s mistake, despite it being under warranty. This has been a terrible experience and I will not be recommending joybird products to anyone. It is clear Joybird does not stand by its products nor care to fix them.

• UPDATE*

I was looking forward to updating this review with a positive resolution. Today Joybird attempted to deliver me a new chair. Unfortunately, the chair arrived defective. The delivery team was unable to attach the legs because, once again, because of issues with...

We purchased Joybird because we loved the look of their couches but it was also because of their guarantee which is a foundational value they promote across their website: “we deliver what we promise - Its kind of our thing”. Its comical looking back on this now because it couldn’t be further from the truth.

I strongly urge any prospective buyers to look at reviews on Yelp and Reseller-rating before you purchase a couch from Joybird. (Trust me there are 500+ reviews from other customers who have had similar issues and give this company a 1 start and would give a lower if they could)

After waiting 2 months for our couch and having our delivery date constantly being pushed back we were so excited that our Holt Sectional was set to be delivered this past Monday from Joybird.

Upon Arrival of our couch that excitement quickly went away when we noticed several glaring issues with our couch. 1: Sent Mismatched Layout Couch: We had picked a left layout couch and when it arrived the chaise was left layout but the sectional piece was right meaning that the 2 don’t connect and are for different couches 2: the chaise piece base was cracked and splitting so when it was put on our hard wood floors it scratched the surface 3: The chaise and section stitching were already coming undone

To say we were disappointed would be an understatement, but this is only where the fun begins because now we get to deal with their horrendous customer support.

We tried reaching out to the customer support team and after waiting on the line for 2+ hours we were finally able to get through only for them to tell us their warranty department handles those situations and we would have to submit a form and wait 4-7 business days for a response.

After spending nearly 4K on a couch, you would expect to not have to wait a week to simply speak to someone or get an update on how this will be resolved. Luckily for us they finally reached out after 4 days only to tell us that they need to do a dock check to see if they can locate the correct piece of our couch…..estimated time 2 weeks for check and then IF they find it another 4-6 weeks for delivery

They have also stated that they will send out a certified furniture technician to fix our chaise base and stitching, estimated wait time (2-4) weeks.

We are only 4 days into owning this couch and it looks like it’ll be another 2 months before we might actually get the correct order.

Overall: Product is mediocre there are a lot better couches for less than $4k that also care about their customers and offer quality customer service. Save yourself the time, hassle, and stress of doing business with this company and...

Our experience was a nightmare. We bought an Anton Daybed in early June 2023 and have had so many issues with delivery that we have asked for a refund without even seeing it. Everything was fine until delivery.

We scheduled delivery for 22 Jun 2023 which was a Thursday. La-Z-Boy only delivers to our city on Thursdays. We got a time frame the day before for delivery from an automated messaging system and then day of the delivery team called us a little before.

Then they never showed.

We called the delivery team and they said they knocked on the door and waited 15 minutes. We knew they hadn’t as my wife was waiting for them right by the door and heard/saw nothing.

We called customer service and told them about this. They said all they could do was reschedule us for the next week, 29 Jun 2023. Once again we got a message with an automated timeframe. This time though there was no day of call. The delivery crew never showed.

We called customer service again on 29 Jun 2023. We asked where our couch was and if it would still be delivered that day. They didn’t know anything and wouldn’t know for 24-48hrs. Asked for a manager/supervisor. No one is available and they cannot transfer me. Decided to wait until they had more information.

They called back on 03 Jul 2023 and told me that the reason the couch wasn’t delivered on 22 Jun and 29 Jun was that it was dirty. This contradicted the delivery team’s first story.

Since it was damaged while in Joybird/La-Z-Boy’s care, we asked them to send us a new couch. They refused. Again I asked to speak to a manager. No one was available and they could not transfer me. If I wanted to speak to a manager I would have to wait another 24-48 hrs.

They offered to deliver the couch and then have a cleaning crew come fix it. We said we would not accept without pictures of the damage.

When we received pictures it was clear it was not just dirty but water damaged. We declined receipt and asked for a refund. We’ll see...