Polywood FurnitureReviews 82

Sent a request to return an item that did not meet my requirements. Received email saying the customer service group was very busy and would need 3 to 5 business days to respond. Three weeks later no response. Phone message was not returned. Furniture might be okay but don't use if you want service.

I bought a house with Polywood furniture and it needed replacement slings. Company policy is not to supply any replacement parts (that I still needed to purchase) unless you are the original owner. Garbage policy, last Polywood I will ever buy!

I'm throughly disappointed with this company! Had to send back a chaise because of manufacturing defects. A new chaise arrived with no instructions or hardware. Called to have hardware sent ASAP and was told by Mia, they would overnight the package, well that was last Thursday …. Package is arriving over a week later! If this was the first issue with this company, no "Biggy" but it isn't!

I ordered 2 lovely weather proof Vineyard 60" benches, and if I had received the 2 complete units I ordered, this would most likely be a 5 star review.

I contacted Polywood on the date of arrival, and initially I was assured that a warranty replacement would be offered for a faulty bench with issues due to Polywood's error. The error for that bench was that they included hardware/parts for a Polywood CHAIR instead of bench inside the box. I had no way of realizing this until one of the screws became lodged into the bench due to it being the wrong size for the product. Now the bench cannot be disassembled, and it likely cannot be relied upon to hold the intended weight.
The second bench we ordered at the same time had scratches and issues as well (such as missing the oval branding insignia on the back), but I was not seeking a damage claim for those issues. I was willing to overlook cosmetic concerns with that bench, but I cannot do so with the other truly faulty bench that may be dangerous for my guests due to having been assembled with the wrong hardware.

UPDATE: Polywood's Customer Service team has now escalated my concerns, and they've offered a reasonable resolution for both benches. In the unlikely event that you receive a defective product or the wrong hardware, I would recommend sharing concerns with the company where the Polywood items were purchased (Bed, Bath, and Beyond in my case) first vs attempting warranty claims directly with Polywood. My observation is that they have simply been too short staffed to address concerns in a timely manner, but they are still trying!

I purchased the teak 60" vineyard style bench. If the return shipping wasn't going to be so expansive I would have returned it. For the over $400 I paid for the bench I expected something that didn't look like I got it at Walmart. The material looks more like plastic press-board than plastic wood. It is also thinner and I found the leg ends bowed just from having the bench standing on end while assembling it. I have 6 poly adirondack chairs from ECCB. The material looks much more like real wood and is much sturdier. I am sure the bench will last a lifetime but I wish I had spent a few extra dollars and gotten a better looking bench.

Polywood furniture is one of many poly furniture options out there. We placed an order at the end of winter, and got it at the beginning of the next fall. They took our money right away though.
To apologize for the long delivery, they sent us popcorn, with a letter stating they hired more staff and opened more production facilities.
This was a lie.
We had to complete our patio, and didn't want to have to wait and miss out on another summer without furniture. We received another letter saying deliveries are faster, so we ordered two more chairs in Feb. I was just told to expect them in July.
Popcorn does not make up for this.
I've told friends and family to look somewhere else for patio furniture.

I had to wait a few months after placing my order to receive my products. They were scheduled to come about they time they were supposed to. This was for a vacation home and I had to be there to sign for it.
- First order was supposed to be delivered on Fri, but last minute they told my they weren't coming due to weather it was rescheduled to Monday. I stayed an extra day for the delivery.
- Monday morning, told me it was coming on Wed.
- I had to pay someone to be there. They showed up late and had a broken pallet so my house keeper had to help move the furniture
- I put the furniture together and the wrong supports were sent for the table. I called and they said "we'll send you a whole leg kit so you're covered!"
- Received the package, went back to vacation home, took table apart to add supports. NO SUPPORTS WERE SENT IN THE LEG Kit.
- Called again the next week. Told me they would double check what was sent, make sure they had the right item and it would send it out. NEVER HEARD FROM THEM.
- Called back and realized the order was being sent, but they forgot to notify me and found out it was sent TO THE WRONG ADDRESS.
- Said they will call me within the hour to confirm.

We're going on 4 months since my order and hours of time spent trying to put something together without the right pieces and sitting on hold.

I want to like this company, so hopefully they change things to make sure they send the right pieces and 100% make sure they fix the issue when they make a mistake.

Purchased two chairs and the hardware was not included in either box. How sloppy is that? Contacted customer service and told it would be 3-5 business days to respond.

Extremely disappointed in this company. I have waited 12 weeks for my Edge table to arrive, only to find out that they had sent me the wrong color. Conveniently, this company does not have anyone to speak with over the phone and their email "customer service" is completely unresponsive. I would NOT recommend buying from this company! There are so many other great options out there with companies who actually value their customers.

I understand covid is making things difficult but we have dealt with DOZENS of other companies during our move in the last few months. They have no way to get ahold of an actual human, when our order was first delayed we wrote an email with the promise of a week response, it never came. We called and left more messages, nothing. Finally, months later, the chairs show up. Both chairs are missing a piece and have a defective piece. I filled out every form I could find online to try and get help, still nothing. These are way to expensive to have service worse than Wayfair, Overstock, you name it, they're worse. Never again.

I ordered 2 chairs in June with an estimated 6-8 week delivery timeline. I inquired in August and evidently customer service had been shut down due to COVID. I heard nothing back, and disputed the charge with my credit card. I received a shipping notification on October 10th, however the chairs arrived with parts missing. DO NOT order from this website, they are a 3rd party supplier. Go directly through polywood.com the manufacturer. This place is the worst.

I would like to say that after I slammed them on Facebook, I got a response. Seems the website I ordered from it actually a 3rd party supplier and therefore not really from Polywood... which you wouldn't know unless this happened. But anyway, I was contacted by by Ashley from the actual Polywood facility and we spoke over emails and she helped me to cancel my order AND get my refund! Took her from 8/31 to 10/15for it to happen but it finally did. Shout out to Ashley for being so wonderful and diligent. I suggest you hit their Facebook page if you are looking to cancel your order OR having a hard time getting a hold of anyone. They can give you order status there as well. Good Luck!

I ordered 2 chairs in June. I had no communication from them for a long time. Tried to call and they have no customer service number because they are "overwhelmed". They charged my card before the order was even completed. By August, I was really frustrated. Received many "form letter" responses to my emails but never an answer. In frustration, I disputed the charge with my Visa afraid they would go out of business and take my $478.00 with them. Then, out of the blue, I received a shipping confirmation. So I reversed the dispute. When I did not receive the shipment in 10 days I received a call from a gentleman in Wisconsin (I am on the east coast) saying he received 1 chair of his order but the shipping label had my name, address and phone number and his address. He sent me a photo of the shipping label to verify so I have proof.

Ordered on July 8,2020.

The website says ships out within 3-5 business days. However, when checking out it says may take 8-10 weeks due to Covid. Seems like quite a long time compared to a few days but I can handle that. I thought I knew why I was getting in to.
Here we are at 10 weeks and no updates information. I logged I to my account over a week ago just to see if I could see my status on the order. ‘In production'. Ok, cool. 10 days later it's still ‘in production'. Are they collecting milk jugs one by one and melting them down to make my furniture?
The website is completely outdated. Still promoting Memorial Day sales and don't even think about the idea of wanting to speak with someone, not gonna happen.

If I ever receive my order I will update my review. I'm okay with waiting as long as I'm updated. When I'm not updated, I begin to wonder if the whole company is a scam.

We ordered our second set of chairs on July 5 and received an order confirmation with a reference to Covid 19 and delivery delays. Our credit card was charged on August 8. Still no word on shipping date so I emailed 3rd week and after a few days got a reply that the order will now ship September 9-13 and that they would email us. No email no notification so I emailed September 14 and again on September 17, still not word. Horrible customer service never ordering again and want a refund

I placed an order at the end of May 2020 and still have not received it. The latest date their website give is 13 weeks to receive an order! I have waited 17 and am still waiting. Their customer service inhales vigorously! I have created six work orders with very slow responses saying it's going to be 4 more weeks. Too late to cancel as the order is paid in full. There are better places to purchase with better customer service. Is this a fly-by-night company?