Joybird (joybird.com) has a 2.3 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Home & Garden and its reputation is poor. 64% of reviews are 1 star, a relatively high share; The business has replied to 79% of negative reviews; 38 of them were added in the last 12 months. Last updated 2026-08-10.
Beware “Restock” Fees & Poor Service
READ THE FINE PRINT ON RETURNS. Or better yet DON’T SHOP AT JOYBIRD at all. This company is the perfect example of why people are hesitant to make furniture purchases online. Although they splash “90-day returns” all over their website to alleviate the nerves associated with making large purchases online, they hide the details of their astronomical ***50% RESTOCKING FEE.*** We purchased a sofa from Joybird and were enormously disappointed to find out that we would need to pay Joybird ***$1,200 PLUS SHIPPING TO RETURN IT.***
While the 50% “restocking” fee is on their site, a customer has to dig at least 2-3 pages deep to find this information that should be prevalent throughout the buying journey. Compare this to competitors like:
1. Article, which offers a generous free returns policy (minus cost of shipping) OR
2. West Elm, which makes blatantly clear they do NOT accept returns on Made to Order products at all on both the product page and the point-of-purchase
It’s clear Joybird falls short of industry standards for transparency and reasonable return/exchange policies.
Further, in my call with the rude customer service representative, they went on to tell me that Joybird does not resell returned items but instead donates these items to shelters. While that’s lovely, WHY AM I PAYING A “RESTOCKING” FEE FOR AN ITEM THAT WILL NOT EVEN BE RESTOCKED? I’m basically being asked to pay the price for Joybird’s “social responsibility” initiative, which means they are likely touting their “good deeds” while exploiting their customers with unnecessary fees. When I asked what the restocking fee consisted of, I was told this information is not available to Customer Service. Of course it’s not, because it’s bogus.
Next I offered to do an exchange, but they told me they don’t except exchanges at all, even though this information is also not prevalent on their website, including their Returns page. Again, the customer has to dig deep to find this. Unacceptable. If you’re going to have bad policies, at least be transparent about them.
I’m disappointed in Joybird for burying the fine print on returns/exchanges on their website while exploiting “90-day returns” like it’s some wonderful customer benefit while charging an astronomical “restocking” fee that is clearly just a money grab, and offering absolutely no compromise when I called to discuss reasonable alternatives such as an exchange. I will ***NEVER SHOP AT JOYBIRD AGAIN*** and will make sure everyone I know hears about how horrible my experience was.
P.S. Joybird, don’t bother responding to this review with a canned response just so that you can try to manage your brand’s “reputation.” If you want to reach out to me, I advise you to do it directly and to offer a reasonable return or exchange to make things right.
Reply from Joybird2024-09-19
Hi Lauren, our return policies are clearly stated at time of checkout. At this time, we are not able to waive return fees as there was no defect on the piece. Please reach out to our team directly if you have any questions.
K
Kalyn · 4 reviews · Experienced 2024-08-30 ·
★★★★★
Be 100% Sure Before You Buy
We just had our Bryant Modular Compact Double Chaise Sectional delivered and I like the couch itself so far (it’s been 3 days). It doesn’t feel like super high quality though and I would expect that for paying $4000. The big problem is we ordered an ottoman to go with it so we can turn the couch into a daybed when desired. The website recommended the Bryant ottoman and boy is it misleading. It doesn’t actually fit the couch at all and hangs way out so it’s uneven. They have a half ottoman that would have worked much better but the website did NOT recommend that model when I was purchasing and I had to look through every single ottoman model to even find it on the website. It’s also hard to tell it will do this based on the dimensions provided online. Their return policy is pathetic, they charge 50% restocking fee plus shipping so when it’s all said and done you get about 20% back. Very disappointed. IF you buy from Joybird, which I don’t particularly recommend you do, be 100% sure on what you’re getting.
Reply from Joybird2024-09-19
Hi Kalyn, we are sorry to hear that the ottoman was not the perfect fit for your configuration. We understand that it is important to have exactly what you envisioned and will make sure to suggest the half-ottoman option on our site to potential customers. Please let us know if there is anything we can do on our end to turn this experience around for you.
K
Kate Stites · 1 review · Experienced 2023-09-01 ·
★★★★★
Joybird furniture: Do not recommend
I bought a couch and two chairs from Joybird about 12 years ago. They are amazing pieces of furniture. Beautifully made and still look fantastic after all the years of heavy use.
Fast forward to September 2023 and I decided to again invest in a couch and chair from Joybird. (And it is a serious investment; this furniture is expensive.) This time, however, I have been beyond disappointed. The pieces are about half the weight of my older furniture. The cushions are flimsy and so very uncomfortable. They have zero support and it feels like sitting on bleachers rather than a couch. Stitching on one of the cushions failed after about a week of light use, and the button covers also started coming off within the first week.
I recommended Joybird to so many people based on my original purchase, but their furniture is now just outrageously expensive garbage and I will tell anyone and everyone to spend their money elsewhere.
Well done, La-z-boy. You bought a fantastic company and went all in on cost cutting to ruin what used to be a great product and brand. I feel cheated (and also sore, because your cheap cushions are terrible).
Reply from Joybird2024-09-19
Hi Katie, we are sorry to hear about your experience. If you are experiencing any issues with your new furniture, please reach out to our customer service team directly as we would like to assist. Thank you for your patience.
C
CS · 3 reviews · Experienced 2024-08-21 ·
★★★★★
Purchased a sectional + 4 pillows
Purchased a sectional + 4 pillows. Designated orientation based on customer service advice. Sectional arrived late, incorrect desired orientation, tattered & missing legs. Contacted customer service while delivery service was still present & was instructed to accept delivery & issues would be rectified.
After approximately 5 months and dozens of hours spent on the phone with customer service dealing with incompetent representatives & empty promises that the sectional with correct orientation, no quality issues, along with a partial refund would be provided, nothing happened. I finally gave up out of frustration.
I recently realized that I had never chosen fabric for the 4 pillows I had purchased. I contacted Joybird 7/2024 to provide my fabric choice. I was informed that the pillows I ordered were no longer in production. I asked for a credit to go towards a purchase of different pillows & was told it was not possible; I’d have to take a refund. I accepted & told the rep that the card I used was from a closed account & would need a check sent to me. He spoke with accounting, took my mailing info & said it would be a few weeks. A few days later, I received an email that the refund was sent to the card I instructed it not be sent to. I reached out to Joybird immediately to let them know so they could reverse their mistake. I was told I’d hear back the next day. A week later I called again after not being contacted. I’ve spent another week dealing with customer service only to find out there’s nothing they can do & that I should reach out to my closed institution.
Reply from Joybird2024-08-27
Hi there, we are sorry to hear about this experience and would like to take a closer look. Can you please share your order info with us?
E
Erin · 2 reviews · Experienced 2024-08-16 ·
★★★★★
Buyer beware
Buyer beware! I bought $2500 worth of furniture from this company only to have it break due to manufacturer defects less than three months after owning! I wish I could share a photo. The wood bed frame was so heavy it literally broke the metal that was holding it up. The company said they would not do anything about it! The ironic part is that I can assure you this happened with other people which is why this beautiful bed went on sale. Spend your money elsewhere!
Reply from Joybird2024-08-27
We are sorry to hear about the issues with your bed, unfortunately, our clearance items are only covered under our policy for 14 days after delivery. At this time, we are not able to assist, thank you for your understanding.
Worst experience of our life working with this company!!! We ordered our bed 3 months ago the ago, they tried delivering the bed 3 times and every time there was something wrong. Last time the delivery people didn’t know how to assemble the bed and they literally broke the bed. It took them 3 weeks to send a technician only for the technician to tell us that the whole bed needs to be replaced. Oh did I mention that they said they wouldn’t deliver the bed if we had another bed in the room…. So we actually had to got rid of our bed and have been sleeping on the floor for the past month!
Reply from Joybird2024-08-27
We are very sorry to hear about this experience and thank you for your feedback, we will make sure to share it with the delivery team that performed your delivery for improvement of their services.
We hope that the furniture technician was able to assist you and get the issues fixed. Please feel free to reach out to our team to discuss compensation for your troubles. Thank you.
I purchased a $4000 couch from Joybird in 2020, and unfortunately, after just 3.5 years, I have to dispose of it—not donate it but throw it away.
This couch has been nothing short of a disappointment. The center of the cushions are sagging, and the wood constructing the frame of the couch sits behind extremly thin fabric. If you accidentally sit down on the wrong spot on the sofa, it’s painful. In addition, the back cushions lack durability and have lost their shape making the couch look messy. Also, the fabric has been pilling for years, and several seat cushions are now ripping open at the seams.
Despite reaching out to the customer service team, there was nothing they could do. In hindsight, I regret this purchase so so so much. I had hoped the couch would last for years, but now I can't even move it out of our apartment into our new home.
Don’t buy from Joybird.
Reply from Joybird2024-08-27
Hi Kristen, we are sorry to hear about these issues with your piece. Unfortunately, our warranty only covers foam or fabric issues for a year. Since your order is out of warranty, we are not able to assist at this time. Apologies for any inconvenience this may cause.
M
Marianna K. · 1 review · Experienced 2024-07-18 ·
★★★★★
Very disappointing
Very disappointing, if not troubling, customer service.
Delivery of living room furniture is delayed by nearly a month, and their local delivery partner categorically refuses to consider time windows. You must be available from 7am to 8pm. They don’t warn you of this when you buy their furniture, and their customer service states outright that they do not care about the customer’s work or needs. I never would have ordered from this company if they had been honest from the beginning. They had no problem taking our money two months ago but once they got it, they have no concern about whether we get our furniture at all or when we get it.
The only person I could reach in customer service at Joybird was a very rude man who offered no apology and no concern for us - stating that there is nothing he can do because he just works there and answers the phone. He also said that there is no one else I could reach to discuss the issue or to get any help.
Apparently their money is spent on marketing photos and not in taking care of paying customers or even ensuring they receive their ordered furniture at all.
As an update, I got a call from a customer service manager, named Breeana, who was even more rude than the original representative, who also insisted that neither she nor Joybird care about my concerns as to when the delivery will happen. She also spoke over me rudely and repeatedly and did not offer help at all.
I recommend staying far away from this company and ordering furniture elsewhere.
UPDATE AFTER JOYBIRD'S RESPONSE ON TRUSTPILOT:
I see that Joybird has responded to my review regarding delivery. However, there are two problems with Joybird's response.
One is that it was provided 3 weeks after I posted my review. Would Joybird expect me to continue to have furniture that is not delivered for 3 further weeks after it was already very late and was already scheduled for arrival over 2 months after payment?
Two is the repeated statement that Joybird cannot control delivery time availability, even if the delivery windows provided are from 7am to 8pm. This is not helpful to customers and shows a lack of concern. Joybird can certainly control what delivery companies it contracts with or it can handle delivery itself. It can't just point fingers and claim powerlessness after having taken customers' money. When one orders furniture on Joybird's site, delivery is part of what is ordered. If Joybird chooses to contract with a delivery company that serves their clients poorly, that is Joybird's responsibility. They promise delivery and don't have the right to disclaim responsibility for it. The finger pointing is concerning.
Reply from Joybird2024-08-27
Hi Marianna, we are very sorry to hear about the experience with the delivery company and their availability for deliveries. Unfortunately, we don't have any power over their availability but we can reach out to them to see if they can accommodate your needs. We have requested your order info, please provide it at your earliest convenience so we can look into this.
Regarding your interactions with our team, we apologize sincerely for your experience and assure you that we have brought this up to the correct departments who will review and connect with the individuals you interacted with. Please let us know if there is anything else we can do to turn this experience around for you. Thank you for your understanding.
M
Max Fuller · 2 reviews · Experienced 2024-07-17 ·
★★★★★
Crazy Processing Fee
My parents purchased a piece of furniture (sideboard), weren't particularly pleased with it, so inquired about returning it and getting something else. Joybird wants to charge not only a $100 pickup fee but also a $500 "processing fee." Not sure if that's the norm for online markets like this, but that is a ludicrous amount! Suffice to say, my parents will not be doing business with Joybird in the future.
Reply from Joybird2024-08-27
Thank you for providing the order information. Unfortunately, we are not able to waive the fees as we clearly state the policies when placing your order and in the confirmation email sent. Please let us know if there is anything else we can do to help at this time.
D
Denise C · 1 review · Experienced 2024-07-10 ·
★★★★★
Where is my furniture?
I would love to be able to write a review about my new sofa and chair, but the shipper they've contracted with, JB Hunt, a billion dollar transportation company, does not make Joybird's business one of their priorities and has had my furniture now for 2 weeks, saying at first that they had no trucks and then canceling today's scheduled delivery because they have no drivers. With the size of that company, I find it hard to believe. Regardless, while my furniture has arrived to my city on June 27, here it is now July 11 and I have not received delivery.
Reply from Joybird2024-08-27
Hi Denise, we are sorry to hear about the issues with the delivery carrier. We would like to make sure your order is delivered ASAP. Can you please share your order info with us?
a
annie m · 2 reviews · Experienced 2024-06-12 ·
★★★★★
Great couch, good customer service, quick delivery
I had been eyeing Joybird couches seeing them on Instagram for years and finally found a store near me and decided to go in to sit on the sectionals and see if they were as comfortable as they looked online. I was happy with the options, the sales lady was able to answer all my questions and recommend some material options that would be great for a dog. They said it would be 6-8 weeks for delivery (which is very normal for a custom couch). I received updates as the couch was being made, shipped, and then they called to arrange delivery and communication was great. They delivered it with ease and made sure I was happy with everything before leaving. The couch is comfortable and the material is soft and great for a fur baby! Very pleased with the experience! I bought the Bryant U-Sofa Bumper 5 Piece Sectional in Kenley Spruce and am very happy.
Reply from Joybird2024-07-18
Hi Annie, thank you so much for taking the time to leave a review. We are thrilled to hear you had an amazing experience with Joybird and that you love your sectional! Thank you for welcoming us into your home, if there is anything else that we can do for you please do not hesitate to reach out.
A
Aniuska · 2 reviews · Experienced 2024-06-18 ·
★★★★★
Horrible Customer Service and Horrendous Cancellation Fees
I bought two items in store, one of them got delivered but the second item has not even been shipped for more than 2 weeks. I contacted customer service, and they told me it would take 5 business days to get an answer from the carrier, given that delay I wanted to cancel the order and they told me it was going to cost me 25% CANCELLATION FEE. Who does that, this company is just a band of thieves, no customer care provided and want to keep your money even if they don't even provide the service or deliver the items. What a joke, by the way the Argo Floor Mirror (the item in question) West Elm has it, for $110 dollars cheaper and they do have white glove delivery.
DONT WASTE YOUR Money with this company.
Reply from Joybird2024-08-27
Hi Aniuska, we are sorry to hear that you had this experience, this is not at all the way we wanted things to go for you and apologize for the inconvenience this may have caused. Could you please share your order info so we can assist?
L
Lindsay · 1 review · Experienced 2024-07-18 ·
★★★★★
Horrific Customer Service
I have had the most horrific experience dealing with customer service, after placing an order. The alleged customer service manager who claimed to not have a supervisor, is perhaps the most insulting and disrespectful customer service agent I have ever dealt with. In addition, she interrupts and continually talks over you and tell you how wrong you are. It is the must disappointing and frustrating customer service experience I have ever had. The company also does not honor their own policies, gives incorrect information, and takes forever to respond with answers, if you can even get them. I have been dealing with this now for over 3 weeks and it just keeps getting worse. Spare yourself the headache and loss of significant money, and purchase elsewhere!
Reply from Joybird2024-07-18
Hey Lindsay, we are sorry to hear that you had a bad experience with our team. We would like to assist you and get any issues resolved. Can you please reach out with your order info? Thank you.
I continue to deal with Joybird's warranty department regarding the sleeper sofa I purchased in January 2024. Here is my latest email which is self explanatory. I wish I had gone with another company for the sleeper sofa. Hope this helps others.
Dear Warranty Dept:
This has been a complete disaster. The repair person asked for a spring (because it was missing from the first delivery), and Joybird delivered an entire new bed. The repair person came out to repair it and now my new wood floor is damaged. Attached are pictures of the damage to my new wood floor. Had the spring been delivered as requested instead of the whole bed, I would have no damage to my new wood floor. Instead, I now have a bed in a box outside of my garage and a damaged floor.
Reply from Joybird2024-07-18
Hi Ashley, we are very sorry to hear about this experience and hope that our team was able to assist. Please feel free to reach out to us directly if you have any questions, happy to help.
S
Susan Nicol · 11 reviews · Experienced 2024-06-06 ·
★★★★★
I ordered a sectional and ottoman
I ordered a sectional and ottoman. After placing my order on June 1, I was told ETA was August. I asked why? "Because Joybird builds each order then drives each order from Tia Juana to destination.". This sounded odd to me. I requested they cancel my order. The fee to cancel an order, not yet made, is 35%!!!!! It's outrageous. For my order it was nearly $1,000. I am so furious and frustrated that I am hoping to keep others informed about cost of doing business with Joybird. It won't be a Joy filled ride
Reply from Joybird2024-07-18
Hi Susan, we have confirmation that fees have been waived for you as a one-time courtesy. Please do let us know if you have any additional questions or concerns, we are here to help.
S
Santiago Uribe · 4 reviews · Experienced 2024-05-25 ·
★★★★★
Leg broken with very little use
Leg broken with very little use.
Lewis Corner Sectional (3 piece), the leg broke but we use it maybe once a month. Contacted Joybird support and they did not care to address the quality issue of their product (keep in mind that they claim a lifetime warranty). We got the Sofa from the previous owners of the house who also got it for a short amount of time. Very concerned with the quality of Joybird products and clearly disappointed with customer service.
Reply from Joybird2024-07-18
Hey Santiago, we are sorry to hear that your sectional has a broken leg. We wanted to advise that because you are not the original purchaser, our team won't be able to assist at this time. We thank you for your understanding and hope that they were able to provide an alternative solution for you.
A
Anthony Epps · 4 reviews · Experienced 2024-02-07 ·
★★★★★
Buyer Beware
On March 6, 2022, I purchased the Lyle Leather Ottoman for $874.21 order. I also purchased the separate 5 year protection plan for the Ottoman. On January 27, 2024, I noticed a strange mark on the Ottoman that wasn’t there before. I couldn’t tell if it was a scratch or a burn mark. I submitted a claim to ServeCo with supporting pictures on the January 27, 2024. I told them that I couldn't tell if mark was a burn mark or a scratch (both of which are covered by the protection plan). After not hearing anything for more than a week I checked the status of my claim online and it was noted that ServeCo was reaching out to the manufacturer. I received an email on February 8, 2024 stating that because they couldn't tell exactly what caused the mark, they were denying the claim. It seemed as if ServeCo was trying to figure out ways to not cover the damage. It is very disappointing that a company offers a protection plan that is supposed to cover everything then deny coverage because they couldn’t figure it out if the damage was caused by a scratch or a burn. ServeCo didn’t even have the decency to call to let me know. I wish I had read the BBB reviews of Joybird before buying the Ottoman since my complaint seems to follow a trend with them. After filing my compliant Joybird sent out a leather conditioner with a promise to take next steps if that didn't work. When the conditioner didn't work they replied to BBB that there was nothing they could do. As everyone can see from their response Joybird will sell protection plans and then blame ServeCo when customers are denied coverage. Lookup ServeCo on BBB and Joybird and my experience is similar to others. Don’t buy from them and if you do don’t waste money on their extended warranty.
Reply from Joybird2024-07-18
Hi Anthony, we are sorry to hear about your experience with the protection plan service. Unfortunately, your order has been flagged as in-home damage and so we can't assist on our end at this time. If Serveco did not approve a replacement, there is not much we can do on our end. We apologize for any inconvenience this may have caused.
The company is absolutely fraudulent!! Placed an order for a bed 4 days ago no clear build time for me to find out it is 5+ months! Decided to cancel and they want a 35% restocking fee! That’s insane for an order they haven’t even started!!
Reply from Joybird2024-07-18
Hi Judylyn, we're sorry to hear you had a less-than-positive experience with Joybird. We do see that your order has been fully refunded. Please let us know if there is anything else we can do to help mend the situation.
Purchased Lewis sectional. Lumpy foam on long pillow. I contacted Joybird and they refuse to replace it. I continually have to open pillowcase to smooth out foam insert. Poor design.
Reply from Joybird2024-05-16
Hi Stefanie, we are sorry to hear about the issues with your pillows. Different style sofas have different types of cushions which are filled with different materials ultimately giving you a different look. Our Lewis collection (which is great for lounging) is meant to be loose and hold no real shape as opposed to our Hopson Sofa which has tight cushions and an overall fitted appearance. Please let us know if there is anything we can do to assist at this time, happy to help.
i
ixtasis · 4 reviews · Experienced 2024-05-01 ·
★★★★★
Reading some of the reviews and I wish…
Reading some of the reviews and I wish I knew what "this fabric" was to avoid. Anyway...
Reply from Joybird2024-05-02
Hi there, please feel free to connect with our team if you have any questions about our products, we are here to help.
