UPDATE: We were scheduled to receive our Joybird couch today between 10am-2pm. Joybird cancelled our order at the end of the delivery window without notifying us. JB Hunt is absolutely flummoxed. JB Hunt has provided us with a letter that states we didn't do anything wrong within their processes, ordered and scheduled within a timely manner, and that the couch never should have needed storage or storage fees because of that. So at this point I've paid $4,000 for a couch that Joybird has refused to give to us. We're working on a credit card dispute now, which should be pretty straightforward since we didn't get the couch at all. I just can't understand the upside for them. I'm sure they've lost money on shipping, coordination, etc. All we wanted to do was give them a big pile of money and get a couch! JB Hunt seems lovely, though. And it doesn't seem like it's their first rodeo dealing with Joybird.

Apologies in advance for the long post. Joybird has spent the last few weeks gaslighting me.

I went to my local Joybird store and it was such a lovely experience. I bought a couch I was excited about 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 close to it.

Is there any recourse at Better Business Bureau or small claims?