Joybird — Local services in Seattle

This location offers a very nice in store experience. They take the time to show you options. They walk around the store with you. Their sales people are knowledgeable. Overall, the in-store customer service experience is great. It gets much worse after you pay and leave the store. This is when the customer service ends.

1st Red Flag: Listen when they explain that you have 24 hours after purchase to cancel if you want a full refund. After that, any cancellation will result in a significant charge to you, between 20% and 50%. That's a lot of money for them to not to deliver you anything.

Ask why they charge so much for a cancellation. My experience tells me its tied to how bad their customer service is during the post purchase and delivery process.

2nd Red Flag: Listen when they explain that nobody in the store is allowed to talk to the delivery team. Listen when they say the delivery dates shown on the screen are just an estimate. Listen when they seem to over stress you likely won't get the delivery when they say you will. Listen when they tell you their customer service line doesn't give great support. Listen when they remind you again you can cancel within 24 hours to get a full refund.

The delivery date will change almost immediately. Logging into their website soon after the 24 hour cancellation window ends will show you a delivery date that's much different than what you saw at purchase.

Working with customer service is painful. They often don't answer the phone, which means you sit on hold and then are transferred to voice mail. This happens during their posted customer service hours.

Their customer service team is not customer focused. Their only training is telling you policy, no listening, no empathy, not attempt to help. They seem angry when you ask a question and like to quote policy you didn't know at the time of purchase in a manner that tells you they think you are dumb for not knowing it. For example, if you purchase a couch that's ready made and sitting in a warehouse, they delay shipping by 2 weeks b/c its policy. There is no customer focused reason for this. They ignore you when you try to tell them they could have delivered per the original delivery date shown to you at purchase if they didn't do this but they don't care.

The customer service team tells you everything you've been told and shown and even what they say is an estimate and not something that will likely happen. They don't see the irony in this.

When customer service is rude and you ask to speak to a manager, they tell you its their policy to not let a manager talk to you then, but a manager will call you back within 2 to 3 days. They will "schedule" the call with the manager but not tell you when it will be so you're just like to have a manager leave you a message when you're working or otherwise busy and then send you an email. They don't see the irony at all in this and think your job as the customer is to wait on them. Their text is just as bad. They act as if nothing else is going on in your life and expect you to immediately reply or they end the chat.

The email the manager sends you will not address your question or concern and is basically useless. This means you end up with no customer service in the end.

They seem to have no concept that their process leads to frustrated customers and bad customer service and don't seem to care. They clearly are not making changes or improvements.

This is not a start up. Its a company owned by Lazboy, a private company. That's likely why things work so poorly and why customers are...

From start to finish, my experience with Joybird has been nothing short of excellent. The process was seamless, thanks in large part to Jacy at the Seattle showroom. She was incredibly knowledgeable, personable, and genuinely took the time to understand what I was looking for. Rather than rushing through options, she carefully walked me through different fabrics, asking thoughtful questions about my lifestyle (I have pets) so she could recommend materials that would not only look beautiful but also hold up in my home. That level of attention and care immediately set the tone for the whole experience.

Jacy also went above and beyond in making sure I felt informed every step of the way. She explained the shipping timeline, delivery process, and warranty coverage in detail — things that can often feel overwhelming — and made it all feel simple and straightforward. Her follow-up before and after delivery was the extra touch that showed how much she truly cares about her customers.

When my couches arrived, I noticed a few fabric issues from shipping. It could have been a frustrating situation, but Jacy handled it quickly and professionally. She immediately helped me file a claim, and Joybird’s customer service team exceeded expectations — they responded promptly, were friendly and efficient, and made the resolution completely hassle-free. In an era where good customer service can feel rare, Joybird truly impressed me with how easy and stress-free they made the process.

As for the furniture itself, I couldn’t be happier. I purchased two pieces — the Holt Corner Sectional and the Sebastian — and both are absolutely stunning. The design elevates my space, the comfort level is outstanding, and the quality is evident. Even after regular use, they’ve held up beautifully and I feel confident they’ll continue to do so for years to come. These pieces were an investment, and I can confidently say they are worth every penny.

Overall, I’m beyond satisfied with both the furniture and the experience. Joybird has won me over not only with their product but also with the care and service they provide. If you’re considering Joybird, I highly recommend visiting the Seattle showroom and working with Jacy — she truly made the entire process enjoyable and...

It was such a wonderful experience!

Husband and I decided to visit their showroom in Seattle. It’s so difficult trying to purchase a sofa online that we really wanted see the various options in person. We had been interested in Joybird for years now and have done a lot of research on the brand and styles, before we visited in person so we were prepared to purchase that day. We went right when they opened and basically had the place to ourselves. I recommend going early for more parking options. We were welcomed and greeted by the whole team and immediately approached by Isis. She was so engaging and attentive. Isis was really respectful of giving us time and space to check out the pieces in the store but knew when to pop over to help answer questions. Isis was so patient, understanding, and knowledgeable. She helped us figure out which fabric would be best for animals, pulled up measurements for various styles, and most importantly helped us pick out a color that would work best for us and our home. She was incredible at anticipating our needs and provided us with a measuring tape when we needed it, swapped out sample materials several times for us, and pulled up reference photos of various styles of sofas and colors whenever we had a doubt. She was knowledgeable about the warranty and warranty options that Joybird has to offer and answered questions about materials used to make our chosen style because quality was a factor in our decision. We were there for a couple of hours and after looking at all our options, we decided on the Eliot Apartment Sectional in Royale Apple! We should be expecting it beginning to mid August and we couldn’t be more excited! Thank you to Isis for all her help, she was an integral part of our process because she provided us the information we needed in order to make a decision. Looking forward to visiting again when we’re ready to...