Joybird

I ordered a bed frame and wall paper all, well over $2900 back in Sept. 2020. I tried reaching out to see when it would be delivered and how the process was going. Only received generic replies. Eventually I got so fed up, I cancelled my order for the bed, yet I still had to pay a fee for cancelation. It was a lot of $ for my order. I haven't received my wall paper. The most expensive two rolls of wall paper( which are non refundable). I paid and still nothing delivered. It's a horrible company. Would feel bad if they get sued. It's just very upseting to give free money like that, especially in these hard times. Buyer beware. I I could give 0 stars I would give this company -100 stars.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Unfortunately, I never received the link to have the chance to review the response from the manufacturer and answerI consider their response disrespectful to the time I lost with their delivery issues, which they acknowledged was 100% their faultThe fact that they are offering a $gift card makes me feel they did now listen to my concerns at allI have no intention of ordering from Joybird ever again, I cannot afford to go through this againSo they gift card is just a hook for me to buy more stuff from them, which I will never doI should be refunded for the full price of the bed I purchased and was defective not once but twice (I still do not have the new non-damaged one), and for the multiple hours I spent dealing with this issue and not being able to workI have so far taken full days off work and I will need at least more day to receive the new bed (this assuming I don't encounter any further delivery or quality issues)The manufacturer should be a bit more sympathetic and show that the lack of consideration that they manifested for my time was just an exception not the ruleThanks, [redacted]

Hello,We thank you for your response here and your email response to our support teamBased on your feedback provided by the customer that the replacement cushions do not match their existing frame, we have agreed to replace the complete sectionalOur last response was asking the customer to confirm if she'd like to move forward with the newer fabric or select a different fabric from our assortment We'd love nothing more than to resolve this with the customer and provide a resolution that is mutually beneficial for both of us At this point, we're waiting to hear back from the customer regarding their preference on fabric to begin a full replacementThank you and please let us know if any other info is needed

Hello,We delivered [redacted] 's replacement cushions on June 10th, Screenshot of UPS tracking is attachedTracking number is: [redacted] We actually have reached out to customer numerous times via phone to provide an update to her replacement order but each time we have called, it has gone to voicemail and we've left multiple messagesWe left voicemail messages on 6/6/2016, 6/9/2016, 6/10/and 6/14/We've also reached out via e-mail but have not heard back from herThe customer has left a review on Yelp as well and we recently reached out to her so she can update her review based on her total experienceWe hope that we've addressed the issues she had with our cushions and that she is happy with her sofaOur goal has been from the start to provide her an amazing shopping experience and although we did face some slight delays and issues, we are and have always been dedicated to providing her a quality productIf she has any further concerns or issues, we're available at 888-282-and we will certainly address anything that is outstandingThank you, [redacted] *Joybird Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I received an email from Joybird on June asking me to call them. I do not have time to call them and continue to negotiate with them on what they think is the right think to doI have spent six months calling them with no response, and now they are concerned about a *** review and this seems to be the only reason they are now finally responding to me (as they also mention in their Revdex.com response).They are on the exact opposite side of the country as me, several time zones overI do not have time to call them when it is convenient for themThey did not email a resolution, just a phone call request.Joybird has admitted several times that the fabric was not put on the couch with a backingJoybird should replace the couch with fabric that has backingThree replacement seat cushions--which were received after months of waiting--does not resolve the back cushions or the rest of the couch
Regards,
*** ***

Hello ***, Thank you so much for taking the time to share some candid feedback about your experienceI know we briefly just chatted over the phone regarding your latest delivery with us. I am truly sorry that your experience with Joybird has been so disappointing, this is not the way
that we want our customer's journey with us to goI know that there is nothing that I can say that will change your experience with us so far, yet I do want to assure you we have been making strides to change, based largely on the feedback and experiences of customers such as yourself.We would be more than happy to offer compensation, either in the form of a partial refund or a full replacement should you decide to move forward with giving us another opportunity to make this rightAs you are the one who personally experienced the issues and delays that we caused, I would ask you to reflect on your experience and let me know what you think is fairI would not want to assume that I know the entirety of your experience based on a few emails from you, nor risk insulting you with an amount that is not fair, based on your personal perception of your experience. Once you have determined what you believe to be fair, based on the amount of time you had to wait and the issues that you endured, please reach out and we would be happy to do what we can to meet it. I hope that you have a lovely week and will look forward to hearing from you soon. Please don’t hesitate to let us know if you have any questions or concernsThe entire customer service team here at Joybird is here to help!I appreciate your feedbackWe understand that the quality of service you receive is just as important as the quality of products we offerAs a growing company, we actively rely on the feedback of our customers, both positive and negative to improve and I assure you that your words have not gone unheard Please don’t hesitate to let us know if you have any questions or concernsThe entire customer service team here at Joybird is here to help!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is my statement:I am complaining about an ongoing order issue that has not been resolved by Joybird and has now escalated to an urgent matterI purchased a Mora Loveseat *** *** on August 11, I chose to go with Joybird specifically because I am physically disabled and I was assured that a custom piece would benefit me for durability and comfortI paid for expedited production and let Customer Service know that any faster production would be appreciated because I have a physical disability and my couch at the time was brokenOver a month later, on October 4, 2016, my sofa was deliveredA leg was broken and we had to break off the leg, I told JB that the frame may be damagedI was assured by the Customer Service representative that Joybird would take care of any damage and the replacement order was issued (Order #***)I was advised that the process would take to weeks maximumAfter weeks of waiting for parts, and contacting Customer Service multiple times about the status, I finally demanded that the parts be overnightedOnce I received the replacement parts, I realized that the replacement order was only for a leg and hardware and completely neglected to include any parts to repair the frame damage that I advised had likely occurredAfter receiving the parts, I didn’t hear from a “medic” to schedule repair until an additional weeks later, bringing the repair process from an estimate of weeks to weeksA week later, the “medic”, *** ***, arrived and was unpleasant at best and degrading at worstHe tried to fix the couch for approximately an hour and a half to no avail because the frame had been too damaged; just as I had told the customer service rep was likely the caseI called Joybird customer service again, and was told that I would need a replacement couch and that it would take an additional weeks to get to meI was told by Customer Service after a heated conversation that the best they could do for me is over a $discount which they did notAfter waiting again several weeks more and being subjected to having a couch on the ground which was unusable, I was quietly informed that my new sofa would be delivered and to schedule with the delivery company which delivered the new couch on January 4, (bringing this ordeal to months)The delivery company delivered the couch with my husband attending, improperly with the legs already on and had no respect for my home or belongings, pushing things out of the way arbitrarilyWhen I came home to see the couch I noticed that the fabric was already pulling and texturally snagged which looked completely different than my original couchIn addition, the delivery co began harassing me with times daily robotic phone calls about needing to "deliver a couch" that's already been delivered with no way to contact them backThis has been an absolutely horrible experience from beginning to end and is absolutely unacceptable for an almost $piece of furniture.I would like my Affirm account to be closed and taken care of and I would like a full refund of money paid as well as $for the time I had to take off of work to handle this debacle. A total of 831.25.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Unfortunately, I never received the link to have the chance to review the response from the manufacturer and answer. I consider their response disrespectful to the time I lost with their delivery issues, which they acknowledged was 100% their fault. The fact that they are offering a $500 gift card makes me feel they did now listen to my concerns at all. I have no intention of ordering from Joybird ever again, I cannot afford to go through this again. So they gift card is just a hook for me to buy more stuff from them, which I will never do. I should be refunded for the full price of the bed I purchased and was defective not once but twice (I still do not have the new non-damaged one), and for the multiple hours I spent dealing with this issue and not being able to work. I have so far taken 6 full days off work and I will need at least 1 more day to receive the new bed (this assuming I don't encounter any further delivery or quality issues). The manufacturer should be a bit more sympathetic and show that the lack of consideration that they manifested for my time was just an exception not the rule. Thanks,[redacted]

Hi [redacted], Thank you for getting in touch. We're truly sorry for the miscommunication regarding the 300 credit, It was our understanding that you were going to discuss with your Husband and reach out again with a decision per our case notes. We'd be more than happy to process a form of compensation right away and would love to discuss this matter with you, Please contact us via phone 888-282-0842 so we may discuss compensation for the unfortunate issues you have had to experience with us. We'd be more than happy to process a form of compensation right away for you and would love to discuss this matter with you. We look forward to turning this around and making this experience right. Talk to you soon! Joybird Furniture

Hello,We delivered [redacted]'s replacement cushions on June 10th, 2016. Screenshot of UPS tracking is attached. Tracking number is: [redacted]We actually have reached out to customer numerous times via phone to provide an update to her replacement order but each time we have called, it has...

gone to voicemail and we've left multiple messages. We left voicemail messages on 6/6/2016, 6/9/2016, 6/10/2016 and 6/14/2016. We've also reached out via e-mail but have not heard back from her. The customer has left a review on Yelp as well and we recently reached out to her so she can update her review based on her total experience. We hope that we've addressed the issues she had with our cushions and that she is happy with her sofa. Our goal has been from the start to provide her an amazing shopping experience and although we did face some slight delays and issues, we are and have always been dedicated to providing her a quality product. If she has any further concerns or issues, we're available at 888-282-0842 and we will certainly address anything that is outstanding. Thank you,[redacted]. Joybird Furniture

Hi [redacted], I am truly sorry that your experience with Joybird has been so disappointing, this is not the way that we want our customer's journey with us to go. I know that there is nothing that I can say that will change your experience with us so far, yet I do want to assure you we have been...

making strides to change, based largely on the feedback and experiences of customers such as yourself. We definitely dropped the ball on communication some very key aspects of your order. I do apologize for that and hope in moving forward, we can redeem some of what has been lost in your initial order. It appears that you have been working with [redacted] in regards to your deliveries, First initial delivery of the bed was damaged in transit and I apologize for the issues you experienced with [redacted] (delivery carrier). Unfortunately it appeared that the replacement was also damaged, which is the one you received today 09/14 and we have fast tracked another replacement bed which is scheduled to arrive next week to a different carrier who is aware of your situation. We have an appointment set up for [redacted] Logistics to perform the installation of the defective bed, which you may use while we deliver the 2nd replacement, and it's set for 2-4pm tomorrow. We'll keep a close eye on your order to ensure that no other issues occur during the delivery process and that [redacted] is aware that the bed you have in your home would need to be disassembled and removed during delivery. We've certainly dropped the ball and it's inexcusable. I understand your your desire for some restitution, as I would be in the same boat if I were in your shoes. I'm hoping you'll work with me on that. I'm certainly able to refund you for the Hughes Bed, but the maximum I would be allowed to refund you would be total of $450 or a $500 Joybird Gift Card. I really hope that this can work for you. We cannot refund the entire amount of the Bed unless a return has been processed of the Hughes Bed. Please let me know if it does and I will be happy to process that for you. If you have any other concerns or if you feel that isn't acceptable let me know. Please do accept our apologies, as we genuinely fell awful about the way this whole order went sideways - we certainly strive for much better. On another note, we will continue to actively monitor your delivery and will update you on the assembly of the current replacement you have in your home.  Kindest Regards, [redacted]

Hello,We thank you for your response here and your email response to our support team. Based on your feedback provided by the customer that the replacement cushions do not match their existing frame, we have agreed to replace the complete sectional. Our last response was asking the customer to confirm if she'd like to move forward with the newer fabric or select a different fabric from our assortment.   We'd love nothing more than to resolve this with the customer and provide a resolution that is mutually beneficial for both of us.   At this point, we're waiting to hear back from the customer regarding their preference on fabric to begin a full replacement. Thank you and please let us know if any other info is needed.