Joybird — Local services in Los Angeles

TLDR: Terrible customer service after my chair arrived damaged. After more than 2 months of dealing with them, I returned my entire order.

I ordered two chairs in January 2020. They arrived in February with one of the chairs damaged. The delivery team was unable to get one of the legs on and recommended that I refuse delivery, which I did.

I called customer service and got their voicemail. I first spoke with Rebecca, who was rude and blamed me for rejecting the chair. She told me it would be several days before I heard anything back.

After more than a week, I called back to see about the status and spoke with Nilsa who was also rude and kept cutting me off. At this point, I asked to speak with a manager.

3 weeks after rejecting my damaged chair, I finally heard from supervisor Miguel who was the first person to apologize. He explained they make all repairs in the home, so they would need to redeliver the chair. He would also send a replacement leg.

Once I had both in my possession, they could find a local technician and schedule the repairs. He expected it would take up to 2 weeks to get the items back, then up to 2 weeks to find the technician. Scheduling the repairs would depend on their availability. I wasn't happy with that timeline, but I agreed.

Miguel then called back to tell me that chair was damaged at the warehouse. It had gotten dirty because it wasn't properly covered. While he didn't outright blame me for the damage, he certainly made it seem like it was my fault for rejecting the chair in the first place. Still, he said the technician would professionally clean the chair when they came for repairs, so I agreed again.

The replacement chair leg took 2 weeks to arrive. When it did, the box was partially open. It was a 12x10x8, while the leg was roughly 9x4x3. The box contained no padding and I suspect it was partially open because the leg had been slamming around inside.

I called to report the issue, but Miguel was slow to respond. Once I finally spoke with him, he blamed the shipping department and refused to take any responsibility for the issue. I explained the damage and my frustration with their lack of service, then asked to speak with a manger.

Miguel then explained that no managers were available and that it could be days before one called me back. We talked through other options and could not find an adequate solution to the problem.

I requested that a manger call me back and that they begin the return process for both chairs. The chair I still had in my home was picked up quickly and I eventually got my return. However, I still have not heard from a customer service manager...

Let me begin by saying I absolutely LOVE my furniture, it’s exactly what I wanted when I ordered...many months ago. My journey with joybird has been exactly that, quite the epic tale. I ordered my bed and couch around the end of September I was scheduled for the delivery at the end of December after the very exciting wait and when the delivery company arrived the didn’t know what was going on or how to build the bed, they ended up spending many hours at my home just to tell me the bed wasn’t built correctly and they walked out of my home with it in pieces, I was devestated but at least I had my couch! I called joybird and they let me know that it would be an additional 2 months while they remade me another bed, which as an environmentalist I had some serious issues with but I allowed them to make it right. After many months of waiting my bed was finally going to be delivered and with another shipping company to improve my experience and somehow this one was worse! The company called me on delivery day as expected and told me they would arrive within 20 minutes and then never showed, I waited all day and had to experience many rude phone calls with the shipping company’s dispatchers. After a day of trying to track down the driver I was told I would have to take another day off work since they were not able to make it the day they agreed upon. When I let them know this was unacceptable they told me to get over it and hung up on me. I spent my evening calling joybird and writing negative reviews and the delivery company’s account manager called me the next day to schedule Saturday delivery. Cut to Saturday and the crew finally arrives and they have no clue what they are building and they claim to have no idea why they are doing so they called their supervisor who sent a 4th person to assist, who also had never built a joybird bed. After 3 hours and much back and forth the bed was finally built (hopefully correctly but not convinced). After the whole debacle joybird as well as the shipping company followed up with me to apologize and make it right. I work for a very large corporation so I understand things like this happen and to me it all in how the company handles the situation and I think joybird genuinely cared about my rough experience and they tried to make it better every step of the way. They were responsive, kind, and after a few phone calls they even remembered my name which goes a long way in making someone feel heard. Thank you to the team at joybird for always returning my calls, emails, and chats the active communication was very helpful in making this hard...

I found Joybird on Instagram and from that moment I knew my next furniture purchase was going to be from Joybird. I collect MCM and the design of Joybird furniture fit perfectly in the vision I had of my next living space. I ordered the swatches last spring and was thrilled with the choices I had. My husband and I made a big move and took that opportunity to replace all the furniture and decor we no longer wanted. I ordered the Eastwood chair and Eliot sofa May 23rd as I tried to coordinate the arrival of these items with our big move at the end of July. The furniture was to arrive between August 23rd and 29th and could vary up to 7 business days. I received notice that my items were actually shipped on August 30th. I started calling customer service weekly and they were always very friendly, but we were beginning to lose our patience after two weeks of not receiving our sofa and chair. Finally, we heard that our items were in Wisconsin and would be to us in the next couple of days. One week later and still no word on the delivery. I called Joybird customer service again. We were told to call JB Hunt and find out where our furniture was. I called and was told it would be another 7 business days. By this time we were very frustrated. This time my husband called JB Hunt and got them to delivery our furniture in 3 business days instead of 7. We finally received our furniture on September 20th. I was ecstatic with the look and feel of both the sofa and chair. I love my fabric choices as well. I called customer service after receiving our items. We had been communicating with them during the delivery delay so they were well aware of our situation. The gentleman I spoke to was extremely friendly and understanding of our frustration. He refunded us our delivery fee and gave us an appreciated credit to use on our next purchase. Overall, I am very pleased with my Eliot sofa and Eastwood chair. The delivery process was not pleasant, but Joybird made up for the delay by being professional, understanding and kind. They stand behind their product but also the whole process, including delivery.

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