Back in March, Olivia Messer, a freelance journalist, placed an order at Joybird for a green, sumptuous-looking velvet couch. She’d just bought a house in Florida, and her parents bought the item as a present for her 30th birthday. The retailer warned, however, that the couch might not arrive for four months. Last week, the delivery finally came. It contained half a couch.
Over email, customer service told Messer that Joybird needed three to five