Poly-Wood

Unfortunately, this company has a continued problem with their QC dept. and shipping orders without all of the parts. They receive many reviews stating orders are shipped without all of the parts but yet they have not done what is necessary to fix their processes. We received our chaise lounges without the braces to hold up the back of the chair. It has taken over two weeks for them to ship the braces.

This is a very disappointing response considering they shipped the chaises without a critical component. Customers don't realize the parts are missing until after they begin assembling the chair, table, etc. and then they have to wait for the company to send them the missing parts so you have to tolerate having this item in disarray until you receive the part so that you can hopefully finish assembling it.

These products are not cheap and based on this experience I would think twice about ordering anything else from them especially since they have not fixed their processes and focused on their customer's satisfaction. It's unfortunate that your company makes the same mistake over & over again! Review after review for years complaining about missing parts.

If your company was truly committed to good customer service you would do something more than send out out the same robotic response minimizing the problem. It's clearly evident customer service is not the company's main focus.

The product is good. However, customer service was terrible! My chair was missing a piece of cross-bracing. I emailed Pollywood several times, which was supposed to trigger a call back. It never happened. I called their number and was on hold the first time for about 30 minutes before I gave up. Same thing kept happening on follow up calls. On the fifth call someone finally answered. She was very apologetic and finally took care of the issue. But it was an extremely frustrating experience.

The chairs that I purchased, once issues were resolved, are comfortable and sturdy. I would speculate that quality control and/or assembly training is lacking. I received chairs with parts swapped and assembled on the wrong side (I fixed) and parts incorrectly screwed that made assembly impossible (requested replacement). As a saving grace, customer service corrected the issue quickly.

I ordered simple sample pieces over two months ago and they still have not been received (no furniture, just simple samples so that we could then decide on a color and make a large furniture order). I have followed up with support over three times asking for updates and have received zero responses from customer service/support. The only thing I've received are follow up generic emails asking me to rate their response. Incredible since there was no response at all.

I had to return an incorrect item, and the customer service was truly outstanding. The correct item came in just a few days, and the incorrect one was picked up the following day. I spoke with Greg who was efficient, patient and knowledgeable. Thank you! I love my new patio furniture.

Our estate rockers arrived one was not properly assembled so they replaced them, this time they sent the parts for a different rocker, we sent pictures they kept asking for serial number they did not put them on. In these pictures you can see where one frame is about 4 inches higher than our rocker, 2 shows the difference in the size of the arm rest the other shows where the serial number should be. Still nothing about when they plan on getting us the correct items

Overall, we do like the chairs. Able to assemble them easily and thank god came with all the parts. The reason for 3 stars however is their complete lack of customer care. I'm not convinced they sent us the correct color (but we're keeping them because we can't get ahold of anyone and they do look nice). I will say that if you blow them up on Instagram in the comments section, they will answer! I feel like it's a bit of a risk ordering from them, so if you do, good luck! Also took 2-3 months to ship. So that sucks.

Chairs are nice. A little shorter and narrower than I personally like. I called them to return on 3/21-22. FwdX picked up on 3/24. They had on 3/28. Took them till 4/12 to credit my charge card back, 14 days. I had to threaten, call Amazon, and my bank.

We ordered a very expensive outdoor Modular Deep Seating set (basically a 4 piece outdoor couch) from Polywood.com Before we ordered we saw reviews about the cushions moving around and how people ended up sitting in a hole. I asked about this before we ordered and Polywood said they didn't believe that would happen. Of course, it happened. It's a very simple fix so I asked for 2 pieces of their standard plastic "lumber" that they have in stock, so we could fix the problem ourselves. Polywood refused.

So we now own an expensive piece of defective furniture. Polywood.com is wonderful to work with until they get your money. Then they won't stand by their product or assist in any way.

We waited 3 months for delivery of what I think was a very expensive bench. Opened the box to find poorly assembled pieces that were not really completely built and could not be used. Absolutely no Quality control. Customer service has been very responsive and we hope to receive replacement parts soon. Update: contacted Polywood and they were very responsive. A replacement part arrived within 3 days and all is good.