Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My chesterfield “Lyon” sofa has had defects since it was made and I have been talking to “customer service” since before July 2, 2024 to get a replacement. You sent a person to fix the sofa, but won’t pay for it. Now they finally authorized a replacement 8 months later and I received a tracking number. The replacement has already traveled to my state and your customer service has decided to send ME the invoice for the remainder of the delivery $325 or I won’t receive my sofa. This is quite distressing. It’s like pass the buck. To say I’m dissatisfied is an understatement. It’s been nearly 1 year since I contacted your company for a replacement and now you want me to give you more money for delivery after the first sofa was dangerous to sit on with the nails sticking up through the bottom. The customer service agent just keeps copy and pasting the previous email requiring payment. It’s disgusting. So I’m out the money because Wayfair will not refund me and your warranty means nothing. I will absolutely never purchase another product from your company and will tell every person I ever meet my experience with Poly and Bark. I believe I have been more than patient with your company and am requesting $1637.69 that is the complete refund. Thank you.

  Business Response

  Date: 03/25/2025

  This customer ordered a sofa well over a year ago from Wayfair and reached out several months after use stating there was a small nail in the bottom of the sofa frame that caused an extremely small hole in one of the casings; Poly & Bark ordered new casings and sent them to the customer. She then requested a brand-new sofa; we advised that we send one as a one-time courtesy however, this customer lives in a remote area and the carrier imposed a small remote fee that is applicable to the customer. The customer was advised of this and refused to pay the fee. The customer would need to reach out to the store (Wayfair) that they purchased this from for additional resolution, although, Wayfair stated that the customer did not purchase the warranty or protection plan, so a refund is not likely, but we do encourage the customer to explore her options with that company.

  Customer Answer

  Date: 03/25/2025

  Complaint: 23099875
  
  I am rejecting this response because: I purchased the sofa in sept 23, the sofa went into use in Jan 24 and I found the damage in July 24 and contacted you within your 1 year warranty period. I asked for a replacement in July 24. You only offered replacement covers and said it would take 3-4 months. 5 months later I had to ask again. Then you sent them and a repair man who saw that nails and staples were coming up through the decking meaning manufacturer defect. You wouldn’t pay for the repair man because it would take 4 hours to fix. So then you offered a replacement which I happily accepted after nearly a year dealing with you all and 66 emails back and forth when I told you that a replacement would be more cost effective from the beginning, but you wanted to go the long route. Finally after all that time you sent a tracking number for a sofa. I was very excited that I would get the sofa I ordered and it would not be dangerously to sit on. Watching the tracking seeing it come all the way to my state (Michigan) from California only to be sent a follow up email demanding $325 for delivery was out of the question. How absolutely absurd. By now it’s the principle of almost 1 year of my life waiting for the sofa that I purchased to arrive and be made correctly only to be told NO. That I have to pay more money. Utterly heartbreaking. I don’t think I should have to pay more money. You should just send me the sofa I paid hard earned money for. And at least have some integrity for your own product defects when they happen. If you have a quality product you must replace or repair them when they rarely arise or you have a bad product and you don’t want to replace many defecting items and therefore do not belong in business. Just send me a new sofa or refund my money so that I can deal with another company that actually has integrity and a quality product. 
  
  Regards,
  
  A***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 4 plastic chairs from Poly and Bark on April 20th 2024, order no PB 311793, cost was $219.23. The chairs arrived on Sunday, April 28, 2024. One of the chairs was damaged and I requested a refund. On May 15 2024 I received an email from Poly and Bark: Email from Poly and Bark states: "All requests are processed in the order in which the completed forms are received. Authorization typically takes 24-48 hours; weekends are not included." "Returns & Cancellations // What to expect - Our 100-Day Return Policy" Return Shipping See below- "Hi Lauralee , To reduce our carbon footprint and reduce waste, we would like to offer a $20 discount on the total order cost in return for keeping the item as is. Authorization typically takes 24-48 hours; weekends are not included. Returns & Cancellations // What to expect - Our 100-Day Return Policy Return Shipping IMPORTANT: Coupons, discounts, and store credit used during the purchase are non-refundable for you. Coupons/discounts cannot be re-used on subsequent purchases. Warm regards, Samantha K Customer Service" I have been told by "Jamal" that I am not eligible for returning the damaged item and no refund or adjustment will be made. This company is at the very least guilty of false advertising. Also - I tried to upload documents on the BBB form and was unable to do so. Very frustrating. Sincerely Lauralee Kourse Sincerely LL Kourse

  Business Response

  Date: 05/23/2024

  Per our standard policy, customers must report damage within 48 hours after receiving the item otherwise, we are not obligated to honor any sort of claim; this was thoroughly discussed with the customer multiple times on the phone. The order was delivered, in good condition, to the customer on 4/27 and she did not report any issues for several weeks. Something along this magnitude surely would have been seen at the time of unboxing the item and therefore should have been reported immediately.

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered sectional on 4/7/23 (#PB2****4) It was delivered & set up 4/18. Comfort was very important; this couch got stellar ratings. We noticed the chaise cushion flattening. We tried fluffing and shaking the cushion. We emailed customer service on 10/30; they suggested fluffing and adding filler. On 11/6 I asked about warranty - was only 6 months old - and the cushion was permanently flattened. I asked for demo since it appeared impossible to add filler since access was limited due to couch cover being sewn to cushion and zipper did not allow easy access. On 11/9 They asked for photos. I sent annotated photos. I reached out on 11/30 for status; response was they were very very busy. On 12/13 I was told it was a “normal occurrence that happens after sitting in one spot continuously” and that it is “behaving normally and would not consider this defective.” They again suggested adding filling and included an image showing added filler for a different couch cushion. I told them their response was unacceptable. They said they couldn’t provide further assistance and then told me how their seat was designed to provide the “optimal seating experience.” They have removed my account from their website. It is ludicrous to suggest that 6 months of daily (NOT CONTINUOUS) use would flatten the cushion and that this is normal! This is far from “normal” and not “optimal.” Their suggestion to add filler is literally impossible given the cushion we were given. I am 69. I’ve never had this experience before. This was not cheap. I believe their reviews on their website are manufactured. This company is dishonest. Normally, I’d ask for replacement, but I need something to last years - not months - with daily use. Note - before I bought, chat shows detailed discussion of tufted cushions. Description talks about down feathers for comfort. (Note: Order came from Florida, not California)

  Business Response

  Date: 03/04/2024

  Hello,

  This specific design has an angle towards the back of the cushion, and this was an intentional design by our team; this was explained to the customer, and she was unhappy with the explanation. It was explained to the customer that if she would like to add to the overall comfort of the sofa, she could purchase additional filler to add to HER comfort level. She submitted photos of the item and there was nothing to be found that was a manufacturer defect. Unfortunately, we are not able to provide a refund or replacement.

  Customer Answer

  Date: 03/05/2024

  
  
  Complaint: 21377448
  
  I am rejecting this response because:

  I am rejecting this reply for 2 reasons:
  1) The "angle" is not a problem at all.  We are not attempting to sit "straight up" - we are very aware there is a very gentle angle.  THAT is not the problem!  The problem is that the cushions have flattened so that there is no cushion at all - it's a hard surfect and extremely uncomfortable. (see attached image showing angle)

  2) It is NOT POSSIBLE to add filler to the top of the cushion because of the design of the cushion:
  It is tufted at 8" - at each juncture, the cushion cover is permanently sewn to the cushion.  (see attached images) The zipper is at the back of the cushion and extends 18" from the back and the area that is seriously flattened is at 24".  It is not possible to design filler containers would/could be pushed down beyond the sewing at 18".  I asked for a demo - the picture that they sent me, annotated with a pink arrow,  is not reflective of adding filler to the top of the tufted/sewn cushion; I'm not sure exactly what they are suggesting since there is no easy way to add anything because of the tight fit of cover and cushion (with zipper) and what/how do you fill around sewn tufting?  (I wish we COULD do this - I asked for demos - sending me an annotated picture with an arrow is not a demo!).
  
  Regards,
  
  S**** ***********
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/28/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch from Poly and Bark on November 24th. The couch itself actually promptly shipped and was delivered to a local hub on December 14. I reached out to customer care for assistance in scheduling a delivery where I was told I would need to give multiple days for the delivery provider (AM Trucking) to respond. But the time we received a response I was told my couch would not make it out for delivery before Christmas though Vanessa would work with the route manger to ensure scheduling for delivery the 26-29th. I had not received any scheduling attempts as of today the 27th so I reached out for confirmation and was told the delivery route was not making it to my area this week and I would have to wait until next week after the first though that was a guarantee. This contradicted Vanessa statement last week that they do not schedule their routes in advance which was why she told me she would have to contact me this week regarding this week’s route. Dawn at Poly and Bark when I called was very critical of the fact that I was calling after I had just emailed Vanessa. I was hoping to find Polly and Bark support for their couch’s delivery via their contracted partners but instead was met with complacency and reprimand. Vanessa is now stating that they cannot deliver my couch this week because there’s no route in the area. I understand delivery timelines communicated during purchase however, there were no disclosures that customers could experience two week delays while their couches sit in local hubs just because delivery partners refused to make a route that includes their house as a stop. I still have no guarantees on receiving my couch and simply have to wait weekly to see whether or not can be made, and then told it in fact cannot be made. I believe this to be an abuse of the delivery timelines projected while unnecessarily withholding purchased merchandise from customers and refusing to manage delivery partners.

• Initial Complaint

  Date:12/04/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Deja dining table from Poly and Bark in the Fall 2023. It finally shipped early Nov 2023. The first table that was shipped arrived damaged. There was a significant gouge in the side of the table top. They kindly arranged for pick up of the damaged top (after I was responsible for packing) and sent a replacement. The replacement also arrived damaged. They told me they would not send a third and my option was to completely return, take $100, or have it repaired. I like the table so chose the repair, even though I feel they should have also provided the discount. The repair man arrived today, made the repair, but also managed to severely damage the finish on the table. Poly and Bark does not want to take the table back and is offering me only $65 compensation. The repair company has said they cannot repair without refinishing the entire top, which is outside the scope of what they were approved to do. I do not feel this is adequate for the fact they have sent me two damaged tables, will not send a third, sent a repairman who further damaged the table, I've taken time off work to accommodate, and they won't even compensate adequately for me to pursue a repair. Refinishing the top will cost substantially more than $65.

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order via Poly&Bark on 12/17/2023 for the Mara couch. The couch was delivered and installed on 01/03. There were some minor issues with the installation, but nothing significant. Other than the leather being rather dry, and the cushions a bit underfilled I like the overall couch a lot. Shortly after I noticed that the floors of my rental property were gauged badly. When I lifted the couch nails were hanging from the furniture pads. No one responded to my outreach initially and I was told that they would forward my complaint to another department. This is after I called in twice. After several emails and pictures etc I was told that they couldn't confirm that we didn't cause the damage. Initially, I was told that they could send a replacement leg, but after months I heard nothing back. Over the summer a second nail came out of the couch bottom and when I reached out to the company once more, once again I was gaslit. The company told me that the model didn't have that type of nail pictured (they claimed they didn't know where that nail came from but it wasn't from the couch) A rep later told me that as a “courtesy” a replacement leg would be sent… just as they claimed previously. Once I sent over my updated mailing address and info they then backpedaled; They admitted for my couch model, the legs were not replaceable. I have made over 10+ calls and a series of emails in which I detailed the exact issue with a series of pictures. The customer service at this company sucks. They never took my concerns seriously enough to even look up the item I purchased/ offer a reasonable solution. The conversations with the majority of the reps that followed up were so draining that I put it all aside for the last few months.

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 6th, 2022 I ordered a sofa from Poly and Bark(P&B), and it was delivered to me on October 26th, 2022. After a few short months of having the couch, the zippers on the main cushion and one of the throw pillows broke, leaving the inner cushions exposed. I noticed that the inner cushion was unstitched, leaving the stuffing exposed and impossible to maintain. On March 26th, I reported this issue to P&B. I expressed my concern on this couches quality and that I wanted a refund/replacement couch, and if that wasn't possible, I would like replacement parts for the pieces that were damaged. P&Bs response was to have a company, that wasn't them, come and fix the zippers on these pieces to return it to their functioning state. I informed P&B that I did not want a company that wasn't them trying to repair the couch (P&B has a one year manufacture warranty). After much back and forth with P&B, and clarification on what pieces needed to be replaced, I was given a 4-5 month time frame on March 29th for when the replacement pieces would be delivered to me. After 4 months, on July 31st, 2023 I reached out for an updated timeline since I had not received anything from P&B. I received a response that instead of the original 4-5 months, it could be between 4-6 months. After 6 months I called P&B on 10/06/2023 to receive an update. I expressed my need for replacement parts as it had been past the given time frame and asked for an update. I informed the individual on the phone that I submitted multiple reviews on the product that P&B did not post. I asked for a call back to discuss my review not being posted and never received one. On 10/16 My ordered was shipped to my previous address that told them over the phone I no longer lived at. When my package was finally rerouted and received on 11/1/2023, I only got one cushion from P&B which was the back cushion I reiterated didn't need to be replaced. The quality is terrible and zippers/cushions keep ripping from normal use.

• Initial Complaint

  Date:10/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company said in a phone call and on their website that a chair that went with the sofa and ottoman would be in the end of August so I ordered it after receiving the sofa in June. But it didn't come until the end of September which was after the 100 day return period for the sofa. When I put laid the set of sofa, chair and ottoman out in the living room it didn't fit in the area of the living room in terms of size. It was all too big. But when contacting the company they wouldn't allow me to exchange the sofa (even through it was their fault I was out of the 100 day return window for the entire living room set). All I wanted was an exchange for a smaller set of a sectional that would fit in my living room. Not too much to ask since it was their error.

  Business Response

  Date: 10/18/2023

  This customer purchased several items, and they were delivered in June. She then purchased chairs in September when they were back in stock and reached out two weeks after they were delivered. She acknowledged that she knew the items that were delivered in June were not returnable as she was well outside of the gracious 100-day window that we offer customers; it is not our fault like she implies that the chair was out of stock; we simply give estimates as to when items will be available, and we also have a notification list. We sent the customer the form to return the lounge chairs that were delivered in September as those can still be returned. She stated that the items don't look right in her space (again, not our fault). We cannot accept the items back that are outside of the return window.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got the Canale Sofa about 2 years ago (Oct 2021). My new puppy chewed thru the leather and I would like to purchase 2 strips of leather to repair the damage. l I emailed customer service and asked to purchase 2 strips of leather to replace the chewed section and patch up the couch. I was told they will not provide me with the replacement. They already have the leather cut in strips that are sewn together to make the couch. Why can't I purchase the 2 strips I need to replace on the arm holder? So, what am I supposed to do with this $2,000 couch now?

  Business Response

  Date: 08/01/2023

  This customer reached out asking if they were able to purchase some leather for a sofa that was purchased several years ago due to her dog chewing through the arm. She was advised that we are not able to sell the leather due to the leather being cut and sewn at the tannery before being upholstered onto the frames. Leather is not sold on our site, nor should a customer expect that we are able to sell them something that is not offered. 

• Initial Complaint

  Date:06/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The third party delivery company poly & bark uses is absolutely awful. I ordered the essex sofa and paid extra to have it delivered to my room of choice. They say that the company will reach out to schedule a time to deliver your order, but the company they use to ship their furniture will only provide you with 24 hour notice of when they plan on delivering your order. They will not give you any sort of advanced schedule and don't deliver on weekends so they expect you to be able to just take an entire day off of work with less than a 24 hour notice and offer no compromises. As someone that does not from him this is kind of impossible. After a month of trying to work around the ridiculous scheduling I finally said fine, just place it in front of my apartment door (which is on the third floor), I figured this would be fine since I paid extra to have it delivered to my room of choice anyway. I gave them detailed instructions on which floor and door to place my package but whoever delivered my order just dumped it on the first floor blocking the entire hallway for the other residents, leaving me to figure out how to get the absolutely massive box up to my apartment by myself. They ended up refunding me the extra I paid of for upgraded delivery but honestly that barely makes up for the entire situation. I ended up having to pay a friend to help me move the massive box up to my apartment which was a whole ordeal in itself. If I had known it would be this much trouble I would have ordered a couch elsewhere.

  Business Response

  Date: 06/04/2023

  Unfortunately, this customer was refunded the $79 for the Enhanced Delivery since the services were not rendered. The customer was also contacted via email on June 1st with the carrier cc'd in the email. We apologize for the inconvenience.