Joybird — Local services in Portland

I had heard great things about Joybird. I moved to a new location that would accomidate a sectional sofa, so I visited the showroom in NW PDX. I loved what I saw in the showroom, and went back two more times. We picked the Haines with the knife edge seam that also has piping.

(Having a career in retail 1/3 of that selling furniture, currently working for a major company that sells high end furniture. This company in particular does not offer a modular sectional, otherwise I would have purchased there. I am very familiar with orders, things that are on display, differences in color etc. )

This isn't what happened here. This is borderline bait and switch.

We spent two different days looking at the sofas offered on the showroom floor as well as the fabric samples. As I said above, we settled on the Haines. We were given a manufacturing time as well as delivery time upon the purchase. However, after the purchase was final the time changed to a "rough estimate" and "add two or more weeks once complete". and then another week to get the item delivered to the area. We paid for white glove delivery which was the only option , however once the sofa was delivered I was informed they don't attach the brackets that hold the sofa together. Told it was a liability issue and they weren't allowed. Which was strange and all I could think was a) was not told this during the sale, b) what is a person suppose to do if they have physical limitations?

The sofa was brought in and because It was my responsibility to attach the brackets I had them leave the cushions in a pile where they had placed them in the corner. Which was my mistake. I would have refused the delivery. The cushions, which basically float on top of the frame are horrible. The craftsmanship is terrible.. There is a 2" cushion that you can clearly see through the fabric and then some sort of batting shoved on top. (If I were to describe the look of these cushions, it looks like a ravioli.) NOTE: the cushions on the showroom floor were nothing like what was delivered to my home. It's definitely not a needs to just be broken in situation, its a quality not as depicted situation. I was able to get through to customer service right away, however its been made to be my problem.. Not theirs. I was told to set the cushions on the floor and walk on them. Told to take the unzip the cushions, pull apart and put back together.

From Andrew:

"I also wanted to let you know that one way to accelerate the break-in period would be to place the cushions on the floor and WALK ON THEM. This type of high-intensity pressure in a concentrated location will help to soften the cushions much more rapidly than in regular use."

From Della:

"We recommend opening the zipper of this seat and adjusting the cover and stuffing appropriately. As this item has a larger cushion seat which will not always have even weight distributed, YOU MAY NOTICE THE COVER WILL SLIP EITHER FORWARD OR BACKWARD AND THE SHAPE BE OFF AFTER USE"

I haven't used it. It's suppose to be new. Imagine, if this is the suggestion how to manage the sofa and cushions I received brand new, once we start using it, what they will be like?!!

For the price I paid, I don't think it's a wait and see issue. I don't think it's unrealistic, again, when you pay thousands for a piece of furniture, that it be perfect. And it's not perfect. It's a quality issue and Joybird is not taking any responsibility for sending out a poorly made product. I was offered the option to send it back for $1000, which again, is completly mind boggling to me given the fact that the sofa, especially the cushions are not at all what they show on their sales floor.

If you've made it this far, I would highly suggest you think twice about your purchase with Joybird. 100% would not purchase...

DO NOT BUY FROM JOYBIRD Joybird has spent the last few weeks gaslighting me.

The local Joybird store was such a lovely experience, but the experience after that has been a total nightmare. I bought a couch I was excited about in store and they said it would be ready in 8-12 weeks and we could schedule delivery. We got the delivery scheduling email and were told to reach out to a company they contract with for final mile services, JB Hunt. I called and spoke with them, and they said the first available window for delivery was 10 days in the future. We're in the middle of making an offer on a house and asked if we could schedule next week instead, since it was already a wait for the delivery and we might be in a different house a week after that. They said no problem! I asked if there would be fees, they said no.

A week later we get an automated email from Joybird that we still need to schedule our delivery with JB Hunt. We reply that we've already contacted them and it's all good. Joybird then replies that there's a 10-day window after your order is complete before you start incurring fees. So even if we scheduled immediately, we would have incurred fees just based on JB Hunt's delivery availability. This doesn't make any sense and we were told there wouldn't be any fees by JB Hunt, so I email them back but their reply is a vague "if you don't schedule your delivery, your order is at risk of being cancelled." This is so strange, so I immediately call back JB Hunt and schedule a delivery for the following week.

Joybird follows up with more emails threatening to cancel our order if we don't schedule delivery. We tell them multiple times it's scheduled. The fees and deadlines are different in every email, and we keep getting replies from different people acting like we've never communicated with them before.

In the end, they admit that we got bad information from JB Hunt about storage fees and offer us a $125 gift card for our trouble. But they also charge us $123 in storage fees and will not allow the credit to cancel these fees out. When I ask how the fees were calculated and how we could have avoided them (because it seems impossible), THEY LITERALLY TELL ME TO REFUSE MY COUCH WHEN IT ARRIVES.

I call them to try to get some sort of resolution to this, because there's no way this is how they do business, right? I keep trying to solve the issue with them or get definitive information, and they keep escalating to cancelling the order, charging a restocking fee, and charging us for storage. I reach the management tier then the final escalation customer service tier, which was the worst customer experience interaction I've ever had. She interrupted me, yelled, and stood by the fact that they did nothing wrong and we were in the wrong completely and should refuse the order when it arrives.

After my experience with this absolutely dumpster fire of a company, the only conclusion I can reasonably reach is that they want to cancel orders, keep 50% of the cost as a "restocking fee," and then sell the furniture back at full price or...

I just want to be clear that this review is in no way a reflection of the staff of this store but simply based on the product. The person I spoke to out of this location was very friendly and professional but wasn’t able to help me because I needed to speak with Joybird’s warranty department.

I purchased the Bryant U-Sofa 5 piece bumper sectional in 2022. After 3 years with this sofa, I’ve already had to replace one piece of the sectional and a 2nd has now reached a point of needing replacement. This time it is a result of the framing. After some back and forth with Joybird’s warranty department, they said the warranty was no longer good and it’s not a foundational issue (which is their lifetime warranty) but rather a foam issue. In their exact words “Unfortunately, the frame of your sectional consists predominantly of plush foam with only a minimal wood frame, which may result in more noticeable wear and tear over time. Please note that we only offer a one-year warranty on the foam.” So basically, the materials used to build these are of very low quality - not what they advertise at all.

Despite some initial disappointment at delivery to find that the sectional pieces easily separated from one another, I was overall happy with it and felt it was worth the investment. An area rug seemed to solve the solution of it slipping apart as often. 8 months in, all of the cushions and pillows had fallen flat. Additionally, the fabric would bulge on the edge of the sofa causing the shape to deform over time.

If you’re considering purchasing any of their furniture, make sure to check the inserts - mine was low grade foam with some stuffing on top to soften it and give a pillow top effect. Needless to say I was incredibly disappointed that a brand selling high end furniture would go so cheap on that. This is supposed to be durable and lasting. For the amount of money spent on the sofa, I never expected to have the number of issues I’ve had with it this early on. I’m really unhappy I have to live with a $4k sofa that is already deteriorating. Moral of the story, do your homework, research the materials they use and their lifespan. If your heart is set on it, purchase the extra warranty -...