48 Customer Reviews
Review from Dr. Marilyn H
1 star10/18/2024
I own a vacation home that we rent in *************************. I bought Polywood white furniture for the deck. After only 3 years, several chairs, a bench and a chaise all developed cracks. I called support who informed me that the warranty is not valid if you rent out your property. Thats the most ridiculous thing Ive ever heard of. We rent our house for 3 months in the summer. What is the difference if we sit on the furniture or guests do??? The quality is terrible and customer service is even worse. Do not buy Polywood.
Poly-Wood, Inc. Response
10/21/2024
Hello,
Thank you for your feedback, and we’re sorry to hear about your experience. We see that one of our agents has already been in touch with you regarding the warranty details. Since your property is a vacation home that’s rented out, the furniture would fall under our commercial warranty, which has different coverage compared to our residential warranty.
If you have any further questions or concerns, we encourage you to continue the conversation through that channel, and our team will be happy to respond back with more information if needed.
Thank you
Review from Belinda M
4 stars09/19/2024
We ordered 4 chairs and two small side tables. Our items were delivered in a timely matter. My mechanical engineer husband assembled the pieces. There was one issue with backs and front slats having oversized drill holes for screws which weakened the hold on the pieces. My husband completed the warranty claim form on the POLYWOOD website and we received an email response in two days. Replacement parts are being sent. I have read earlier reviews stating dissatisfaction with response times and delivery problems. However, our experience at this point has been good. We really like the furniture! Perhaps the reviews of dissatisfied customers has been duly noted and action taken by POLYWOOD to improve. I hope so.Poly-Wood, Inc. Response
09/20/2024
Hello Bellnda,
Thank you so much for taking the time to share your experience with us! We're delighted to hear that your items were delivered on time and that you're enjoying your furniture. We sincerely apologize for the issue with the oversized drill holes but are glad to know that our warranty process was able to quickly address it.
If you need any further assistance, dont hesitate to reach out. We hope you enjoy your furniture for years to come!
Review from Diane S
1 star08/01/2024
Ordered $698 worth of product. *** delivered to wrong address. I thought it was stolen. Polywood offered no recompense, just 50% off a future order because technically, it was delivered.Ups said it was between me and polywood.3 days later a neighbor 2 miles away alerted me that it was near their mailbox, so I do have a chair but potentially being out of a chair AND $700 doesn't sit well at all.Poly-Wood, Inc. Response
08/02/2024
Hello *****,
Thank you for sharing your experience. We sincerely apologize for the delivery issues you faced with *** and understand the frustration and concern this situation caused. We're glad to hear that your neighbor had the chair and returned it to you.
We did confirm these items were delivered to you, as shown in the photo from ***. In these cases, we do request some additional information so we can provide 50% off a new items, as the delivery was confirmed. We appreciate your feedback and will certainly share it with our team. We hope you enjoy your items for many years to come. Thank you.Review from Kathleen F
1 star07/12/2024
I spend over $3000 for furniture that I never received. Spent hours on hold with customer service and when I finally spoke to someone they said my order was at ***** on 7/5/2024. Order was placed on 6/16/2024. No one can tell me when my order will arrive. I wanted it I. Time for family coming to visit and now there is no where for anyone to sit outside! Very disappointed. Will never do business with them again.Poly-Wood, Inc. Response
07/17/2024
Hello ********,
We sincerely apologize for the experience youve had with your recent purchase. We understand how frustrating it must be to wait for your furniture, especially with family visiting. We see that one of our agents has responded to your inquiry, and we show that your order is scheduled for delivery on July 18th. We appreciate your patience and thank you for bringing this to our attention.
Thank you
Review from sharon C
1 star07/08/2024
Furniture came after a very long wait time. I hired someone to put the furniture together - contrary to their claim how easy it is to put together, they never mention how heavy the furniture is. I could not even move it to put it together. The table was damaged. I was sent a new top. Had to hire someone to come back, take the old one apart and put the new one together. I was told ***** would take the damaged table. The driver said that as not so. I tried calling them - 2.5 hours on hold when I finally hung up. Three emails, no response. The online chat line is useless.I am on hold with them now - so far 1 hour. I now have the damaged table in my driveway, which I can not move ( and what would I do with it?) and a large wood pallet. Can't use my driveway. This is awful customer service! I need them to solve this problem. In addition to all the aggravation, I can not use my driveway!Poly-Wood, Inc. Response
07/15/2024
Hello ******,
We sincerely apologize for the experience you had with your furniture order. We understand how frustrating this situation must be for you, and we want to ensure that it is resolved as quickly as possible.
We see that one of our agents followed up with you on July 8th but has not yet heard back from you. I have informed them to follow up with you again on this matter to get it resolved. You should hear from them very soon.
Thank you for your patience and for bringing this to our attention. We will certainly get this resolved.
Review from Andrew T
1 star06/28/2024
I really wanted to like Polywood. What everyone is saying is indeed very true. Some highlights with my experience:- Products did not ship in the estimated window - Tried contacting customer service through chat, e-mail and phone.- Chat: No response - Email: No response - Phone: Been in hold for 2 hours now.I hope Polywood see's this and gives some customer service before I decide to cancel my order.Poly-Wood, Inc. Response
07/02/2024
Hello ******,
We sincerely apologize for the experience. We understand your frustration with the shipping delays and the challenges in reaching our customer service team. We do see that we have followed up with you directly over the phone to address your concerns. Again, we apologize for the service and the inconvenience it has caused.
Thank you for your patience, and we hope to restore your trust in Polywood.Review from Jeff D
1 star06/24/2024
As everyone else is mentioning... ************ is not reputable. Ordered a 3-piece patio set (5/29/24) thru Lowes and received (6/15/24) one new chair, one chair that was probably previously returned, and a table that was not properly assembled. Lowes (national cust serv) sent me to Polywood and Polywood sent me back to Lowes.After wasting several phone calls to Lowes and several email exchanges with Polywood "Customer Experience Representative" ********, my resolution is to return everything to my local Lowes and get a full refund. ******* wanted to make things right replacing the table nor credit me for repairing it myself (which would void the warranty & return).Thankfully, I did not order from Polywood directly (based on others experiences)!There are many other outdoor furniture companies to choose from. AVOID POLYWOOD!Poly-Wood, Inc. Response
06/26/2024
Hello ****,
We apologize for the experience you had with your recent order. We understand the frustration and inconvenience this has caused.
We do see that we have followed up with you directly on this matter. Rest assured, we will certainly take care of this for you and work towards resolving the issue. Thank you for bringing this to our attention. We appreciate your feedback and are committed to making things right.
Review from Jerry B
1 star06/21/2024
The table arrived two weeks later than expected. All the parts were there and assembly was easy. **************** is nonexistent. No response to chat, telephone or email. The table is good quality but I would never buy from them again.Poly-Wood, Inc. Response
06/24/2024
Hello *****,
We sincerely apologize for the delay and the experience you had with our customer service. We understand how frustrating it can be not to receive timely support.
We do see that we have followed up with you directly on this matter. We hope you enjoy your table and its good quality.
Thank you for your patience.
Review from Stephanie H
1 star06/20/2024
Wow, is this the only way to get customer support? Spending this amount of money and not having any customer service is just unacceptable. I've submitted a credit card dispute as I have no assurance I will see my product or hear from these people.Poly-Wood, Inc. Response
06/24/2024
Hello *********,
We sincerely apologize for the delay and the experience you've had. We understand how frustrating it can be not to receive the support you need, especially after making a significant purchase.
We have followed up with you directly on this matter but have not heard back. Again, we apologize for the inconvenience you have faced, but please rest assured that we are committed to resolving this with you.
Thank you for your patience and understanding.
Review from James H
1 star06/14/2024
**************** is non-existent.Upon registering my issue (broken chair leg) with Polywood I was sent an email with a case # and their response that they would respond in 5-7 business days. Two weeks have now elapsed without contact, and the online chat is simply spitting out generalized responses outlining the process of establishing the claim which I have already completed. On-hold wait times have remained at "61 minutes" for the over 30 minutes I have been on hold just today. My prior attempts to call were met with similar unchanging wait times which were estimated at over thirty minutes on multiple occasions prior to today. The customer service ghosting process is indeed frustrating and a bad look for Polywood.Poly-Wood, Inc. Response
06/17/2024
Hello *****,
We sincerely apologize for the frustrating experience you've had with our customer service. We understand how important it is to resolve issues promptly, and we regret the delays and difficulties youve encountered.
We are pleased to see that one of our agents has assisted you with your case, which is great. We hope this resolution meets your expectations and helps restore your confidence in our brand.
Thank you
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