Floyd Avis 

I love Floyd products and have a few different items from them. However, there customer service is incredibly lacking. I’ve had issues with shipping and have found them to be largely unresponsive, unhelpful, and rude at times.

For the price of the products, they can do better.

Where’s our bed??? We ordered Aug 5. Today is October 14. Still waiting. Impossible to get answers through emails or phone. Starting to suspect this is a scam.

The product is wonderful! Durable and practical for a family!
Customer service is great! Efficient, kind, empathetic, and knowledgable! Ronie was my customer service helper and they made my experience extra special!

I purchased a bed frame about two years ago. Thrilled with the prospect of being able to expand is the reason I spent loads on a couple of wood panels and steel + ratchet straps. I ordered an expansion kit and received it today. Not only is the wood finished in a different tone but it's a much shinier, cheaper looking finish, the edges are no longer exposed but now have a veneer applied to them. I would be okay If I had been informed of the update (it's an EXPANSION kit for people who already own the product) Or if the images across their website had been updated with the new edge finish, (they weren't) I was supremely disappointed after waiting many weeks to receive my expensive board and steel.

Even funnier, when I went to leave a review on your site - I couldn't leave a review because it bugged out every time, on two separate browsers. I have screencaps to show off the errored-out API call to Yotpo (their review integration partner) VERY convenient that I can't leave a legit review on the site.

I own the shelf, the couch, the bedframe and was planning on continuing to expand as I upgrade my home in the future. However this has made me feel baited and switched and makes me want to sell all my furniture for pennies on the dollar so as to not promote this business behavior.

Mind you, this isn't the first time I've had issues with y'all from shipping to poor manufacturing defects. Insane practices for such high prices.

I have purchased Floyd for years and was really excited to finally have the media console. Floyd shipped me the wrong parts (a large coffee table top) instead of the media console top. It took a few tries to get the order switched around, but we finally did. Unfortunately, Floyd state that I needed to find a way to get the incorrect order to a FedEx (they would not pick it up) or I would be charged. Basically, I would either have to pay for a service (they reccomended Uber..) to bring the massive console to a FedEx or I would be charged for the whole thing. No where does it state this in the purchase agreement.

Here is their automated message:
"We understand that sending this Table back to us may seem like a daunting task! but there are a few ways to complete it.

1. You can take the box to your nearest FedEx office. If you don't have a vehicle at the moment, there are many services such as Uber that can help you with transportation!
2. You can arrange a pickup with FedEx directly. At this time, we don't facilitate FedEx pickups but you're welcome to contact them and request this service. Kindly note that additional charges may apply.
3. You can also check the TaskRabbit website​. This is a very affordable service that provides endless options.

Kindly note that the Table surface should move back into transit within 30 days from the arrival of the replacement (9/12). After this window expires, you may be charged for the piece you're electing to keep."

I think it's pretty disappointing that I will end up paying EXTRA money for their mistake. I will not purchase from Floyd again. If you do, I really hope they get your order correct the first time.

The representative that responded to my initial question was:
Informative-
Clear & Precise-
Knowledgeable-

I am so looking forward to the day, when I can purchase my brand new (Sink Down Sectional) it's a beautiful piece,
"Thank You" very much for the information provided !

it took 4 months to receive our shelving, and 3 of the 4 units were damaged. this was a terrible experience.

I still haven't received my order, so that's a pretty big deal. It's been 11 weeks since we made the purchase on items that were to be delivered 7 to 8 weeks from date of purchase. Still no solution, still no couch.

There was an accident in my apartment where the ceiling caved in from an upstairs neighbor attempting to fix their leaking kitchen sink. My 2 year old Floyd sofa was essentially soaked and ruined. Norma helped me get my Saffron cushions replaced. The entire process was friendly, and the timeline was exactly as she had mentioned to me. I'm glad Floyd has people like Norma on the team that help with unique situations like this that come up.

The bed arrived broken. No one responded to my messages, what is going on with customer service ?
it’s been 2 weeks i haven’t received any information about the replacement of a broken piece.
So disappointed in this company.

Floyd uses TrustPilot to send spammy survey emails

Initial order arrived damaged but customer service saw it thru that I got my dresser delivered in perfect shape.

Purchased about one month still not received the order. If cancel the order, the seller will charge 30% restock fee.

I've been having problems with my floyd bed frame for about a year. I finally contacted customer support but had low expectations since it was after my 1 year warranty. But, to my delight, Norma went above and beyond and offered a generous solution. Thanks Norma!

No response to my inquiry about order status after a week+

No updates to order status after 9+ weeks since ordering.

No notes at time of purchase or guidance as to delivery protocol - will I be notified ahead of time, or will a bunch of giant boxes be dropped off in the rain while I am traveling for business?

My couch is delayed 3 weeks and the customer service has been really horrible. I'm a designer and we really rely on accurate delivery times. It just doesn't work.

Mari

If I could give less than one start that's what they would get. A company that hides behind automated systems to avoid talking to a customer! ordered an item that has gone 3 months behind on delivery and left to deal with a delivery company that offers you inflexible options months ahead. Horrible experience, horrible company. Beware !

The colors of the various sectional pieces we bought look a bit different as well as the couch was sent to us without the proper clips to connect some of the sections. When I reached out to Floyd, they said they'd send new clips immediately, but they never arrived. So I emailed them back (calling is not available!) and was told they were out of supply so I'm still waiting 3 months after receiving our couch.

I have not received my order. It is difficult to find the status of a Floyd order-communication could be a lot better.