"Key takeaway: Our experience with Joybird was a long and squeaky one. Love the idea of the company but the quality and customer service are seriously lacking. Big learnings came from talking to the furniture repair technician and delivery teams about what furniture they would buy themselves and what they would avoid. They see it all and know their stuff, and they do not recommend Joybird either.Below is the full story. It sounds ridiculous and it is, I know. Putting this all out there to share our experience in taking a chance on an unknown kid (Joybird). Others will have different experiences and you'll see that in the reviews.I will call out that as an internet based company, they rely on reviews so there is a lot of pressure (read: incentives) put on customers to leave reviews in the first couple weeks with your new furniture. If we had written a review in the first couple weeks it would be a positive one but as you can see, problems started after a couple months and only got worse with time. For me, anything that costs over $1,000 better last more than a few months.It's also worth noting that the Cole Sofa and Cole Ottoman are no longer offered by Joybird, so quality issues may be unique to that line of furniture. However, the majority of our issues have been customer service based.So here it goes...August 2016: Order placed for Cole Sofa and Cole Ottoman. Takes a few months to produce Joybird's 'built to order' pieces. November 2016: Cole Sofa and Cole Ottoman arrive. First couple weeks were great and we LOVED the look of the sofa. It was a little disappointing how the matching ottoman was taller than the sofa, just a little awkward but nothing terrible. Few weeks go by and then the squeaking begins. The back of the sofa had loose / broken springs that made a horribly loud noise every time we sat down. Contacted Joybird to have a service person come and repair. Fast forward to...December 2016: service person came out assess and fix the issue but unfortunately he couldn't do anything without Joybird's permission because the sofa needed a full reconstruction. Next step was for Joybird to contact us once they've approved repair or replacement.**Note: I asked the service person what he thought of Joybird and he shared that he had been on a lot of service repair calls for Joybird and recommended a few others for similar price points instead.January 2017: Took multiple follow up calls throughout December and into January. Couple weeks into January Joybird finally responded that replacement was the best solution and would take 4-5 weeks to build the new sofa. Fast forward to...March 2017: The replacement sofa was ready for delivery and this is where the real issues began. It took until the forth delivery for the sofa to finally make it to our apartment. It was a mix of issues with Joybird and the delivery company (JB Hunt in Chicago). On Joybird's part, they are extremely slow to respond to customer service issues especially those made by phone. After the second missed delivery window, I contacted Joybird management and they offered compensation for the serious issues. I shared how it was not only frustrating but also expensive as we had to pay for missed delivery windows not to mention the many hours off work costing us a lot of time and money. Even after that, they missed the third delivery window. Pretty unbelievable. Finally on the fourth attempt the sofa made it into our apartment.April 2017: Again had to make multiple follow ups regarding the status of our compensation for delivery issues. No response from Joybird, a tiring pattern.May 2017: Final attempt urgent customer service email sent to Joybird about that delayed compensation which was finally responded to by the customer service manager.June 2017: Sofa seat started to squeak. After everything we had just been through we tried to ignore it because we couldn't imagine going through the process again. As time went by, the seat cushions started to fall apart like the foam was too big for the case. Fast forward to...August 2017: We move forward with the process of returning the sofa for a full refund. Surprisingly easy, especially compared to other experiences. Do wish we had received a confirmed refund amount before returning.September 2017: Delivery team picked up sofa and ottoman last week. Asked why we were returning. I showed them the squeak and the cushions and laughed. Said that they are slammed busy with Joybird returns.Finale: Joybird processed the refund for the total amount minus the compensation provided in May. Wanted to give Joybird the benefit of the doubt but they stood strong and the manager offered no real help.If you've made it this far you must either enjoy reading long reviews or work at Joybird. If you work at Joybird, I hope our experience gives you some good action items to address and make your company more successful. If you are just someone who likes reading long reviews, hope it was worth it :)"