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:08/01/2023

  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.

  On July 5th I placed an order for an Edge Dining table. The purchase was through ******. This table cost over $900. On July 28th I received a ***** refusal of service letter. No one called, emailed, or text me to let me know that delivery had to be set up. After waiting nearly a month I called Polywood that evening and the rep spoke with ***** and said my table would arrive to me that evening. I waited all weekend and my table never arrived. On July 31st as soon as Polywood opened I called and was told I had to reorder a new table. Not only had I not received a refund on the first table but would have to order a new table that could take up to a month to receive. I was not satisfied with this so I chatted with another rep who stated the same thing. Now I have spent $1800 on one table and who knows if I will receive this one. If I had not already ordered chairs I would not order from this company ever again. What kind of customer service is this. Its their mistake to begin with for not properly contacting me. Very dissatisfied with this company.

  Business Response

  Date: 08/02/2023

  Hello *******,

  Thank you so much for sharing your feedback with us. We are truly sorry for the unfortunate experience you had with ****** regarding your order. We have conducted a thorough investigation and we are happy to inform you that the refund for the table has been processed today. We understand that the experience with the carrier was not ideal, and we will definitely pass on your feedback to our team to ensure that such issues are addressed in the future. We are glad to see that you have already spoken to one of our agents, which is fantastic! We sincerely hope that the resolution we have provided will help to mend the previous experience. Once again, we appreciate your support as a valued POLYWOOD customer.

  Thank you

  Manny

• Initial Complaint

  Date:07/10/2023

  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 purchased a poly wood trestle table from ************************* in Manahawkin **** The table was delivered with a nail protruding through it's surface. I have spent countless hours and days going to the store, emailing the manager and making phone calls with no resolution.

  Business Response

  Date: 07/13/2023

  Hello ********,
  
  Thank you so much for reaching out to us with your complaint. We are truly sorry to hear about the experience you had.
  
  We have been in contact with ******** Casual Furniture on this matter. We want to assure you that we did create a warranty to have a new top sent directly to the dealer to get this resolved. 
  
  Thank you once again for bringing this to our attention. We appreciate your patience and understanding as we work toward a resolution.
  
  Warm regards.
  POLYWOOD

• Initial Complaint

  Date:07/06/2023

  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.

  On 4/17/2023, My family and I purchased the Latitude Polywood set for our outdoor living area. We spent roughly 24k on the items which include white glove delivery, assembly, and box removal. On the day before delivery June 11th, I received texts and communications to ensure someone was home the next day for delivery with a window of 8am - 12pm. This is a typical and expected delivery window. I worked it with my family and stayed home for the day. Sadly the product never showed. After calling the shipper I was told they have the products and never negotiated the delivery and white glove services with the vendor and made it my problem to solve. After a bunch of back and forth with the vendor, shipper, myself and now 2 missed delivery windows the products finally arrived. This is only the beginning of the mess. The truck that arrive had excessive amounts of oil leaking, the white glove team had no clue how to assemble the furniture, parts with missing, pillows were missing, all items were damaged due to being slid down the side of the truck. The entrance to my white concrete drive is now also covered in oil. Polywood admitted their mistakes and ordered a full replacement through a different carrier. Sadly this carrier also failed, after 2 more weeks, they show up without the appropriate team to unload the truck and start calling me demand that I unload it for them. Luckily my employee was near by to go help. The shipper unloaded the boxes at my front door and left. No white glove service no assembly and a mountain of boxes left for me to deal with. In my conversations, polywood has offered no monetary repairs for my driveway and is demanding I pay for the remaining pieces their shipper left behind. Polywood has clearly failed to stand behind their white glove moniker and has left me with damaged property and a sour experience. ***************** is kind but powerless to make substantial impact. The request is simple leadership needs to contact me and work a deal.

  Business Response

  Date: 07/13/2023

  Hello, 
  
  Thank you so much for reaching out to us with your complaint. We are truly sorry to hear about the negative experience you had. Our utmost priority is to resolve this issue for you and make things right. 
  
  I noticed that you have already been in contact with POLYWOOD regarding this matter. We want to assure you that we will follow up with you again to ensure that this matter is resolved to your satisfaction. 
  
  Your feedback is extremely valuable to us, and we are committed to making improvements to ensure that everyone has a great experience with us. 
  
  Thank you once again for bringing this to our attention. We appreciate your patience and understanding as we work toward a resolution.
  
  Warm regards.
  POLYWOOD

• Initial Complaint

  Date:06/14/2023

  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.

  Purchase 4 rocking chairs in August 2021. We just noticed June 2023 that all four chairs are broken near the screws and other places which cannot be repaired. The company POLYWOOD guarantees the product for 20 years. These didn't even last 2 years. We are asking for a full refund. They were purchased through ******. ****** requires customer resolution through ********************** and ********************** wants us to go through ******. However, the guarantee is through POLYWOOD and should be refunded by them.

  Business Response

  Date: 06/23/2023

  Hello ****,

  
  Thank you for notifying us! I see you did mention that you purchased these back in August of 2021. You are correct that we do offer a 20-year warranty. We do sincerely apologize for the issue you are dealing with on the rockers. I do see you mentioned you connected with ****** which redirect them back to us. We will certainly try to resolve this matter. We will be connecting with you directly today on finding the best solution. Thank you! 

• Initial Complaint

  Date:05/30/2023

  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 purchased polywood lawn furniture in May 2021. This past winter the chairs began to become damaged outside by a rodent or pest. The business states that the furniture is guaranteed for 20 years and there is a guarantee of your money back or replacement if unsatisfied with your purchase or if any damage occurs. My chairs have been ruined by some kind of animal chewing on the furniture. The company states they are not liable but this is a very common problem that many people who have purchased the furniture has experienced and the company refuses to try to change their product so that squirrels are not attracted to this type of lawn furniture. The furniture is also made very cheaply and began to fall apart after I assembled it the piece is began the warp and they did not quite fit together as tightly as they shouldve. They sagged in certain places. I am very dissatisfied with the fact that the company refuses to replace the parts or offer any kind of money back or any kind of warranty due to squirrels damaging the chairs And table set. The animals continue to chew on the furniture and the company suggests spraying the furniture with the certain types of repellent that do not work. There is something in the chairs that the animals are attracted to and encourage them to chew. People have reported this all over the country and the company is refusing to offer covers for the lawn furniture or some sort of change to the way that they make their furniture and with the furniture is consisting of. The company needs to refund the buyers that have the squirrels damaged their lawn furniture. The furniture is very expensive. They could at least offer replacement parts for the furniture parts that have been chewed on by the squirrels. They state that the owners have to buy replacement parts for the chairs and tables. This is very expensive and does not deter the squirrels from chewing and damaging and ruining the lawn furniture that apparently has a warranty of 20 years.

  Business Response

  Date: 06/05/2023

  Hello *******,
  
  Thank you for bringing to our attention the unfortunate incident of your items being chewed by animals. We sincerely apologize for any inconvenience this may have caused you. We understand that such circumstances can be frustrating and unexpected.
  
  However, we did want to inform you that the damage caused by animals is not covered under our warranty policy. Our warranty primarily focuses on manufacturing defects or faults in the products themselves. Nevertheless, we value your satisfaction as our customer, and we would like to assist you in resolving this matter.
  
  We will reach out to you directly to discuss possible solutions and explore how we can best assist you in this situation. Our aim is to find a satisfactory resolution that meets your needs and ensures your continued satisfaction with our products.
  
  Once again, we apologize for the inconvenience caused. We are committed to providing excellent customer service, and we will do our utmost to address this issue promptly and efficiently.
  
  Thank you for your patience and cooperation. We look forward to speaking with you soon and working toward a resolution.
  
  Best regards,
  *****

  Customer Answer

  Date: 06/05/2023

   I am rejecting this response because:
  
   I am rejecting this response because:
  This is not a satisfactory response. I would like replacement and/or refund.
   It is hidden on the Polywood website that the warranty is not covered for animal damage as this is not directly stated on their warranty clause that just indicates 20 year warranty against any damage incurred. Additionally, I purchased polywood via a third-party and on the ********* website there was no mention of an exclusion to their warranty. This exclusion should be made very clear and not a separate link. And, Im unsure the damage is not from other causes as our weather in ********* is harsh and Ive never actually observed an animal damaging the furniture- Ive only seen how the chairs and tables are damaged. How can this company be so sure that the damage was incurred in this manner without evidence of the damage occurring in this way? 
  The company advertises a warranty, but does not honor the warranty, as they cannot for certain be sure how the damage is incurred. 
  I am unhappy with the quality of this furniture and how it does not stand up to the natural elements they falsely advertise and then how they respond to customer complaints of needing repairs or replacements per their warranty, but not offering them. 
  I would like a resolution of a repair/replacement immediately.
  

  Business Response

  Date: 06/07/2023

  Hello *******,

  Thank you for your prompt response

  As we mentioned in our previous communication, we are fully committed to finding the best course of action to address the issue you have raised. We understand your concern about the clarity of information on the POLYWOOD website. However, we would like to clarify that the specific exclusion pertaining to animal damage is clearly stated in our warranty's exclusions section.

  Please understand that while we have no control over the ********* website, we are here to support you with any concerns related to our products. Based on the information you provided, it is evident that the damage was indeed caused by animals. We have encountered similar instances in the past with this exposure to this specific type, we can confirm the likelihood of this damage being sustained by animals.

  We want to assure you that we are dedicated to honoring our warranty commitments. However,we regret to inform you that animal damage is not covered under our warranty policy. Nonetheless, we remain committed to finding a suitable solution that meets your needs.

  Rest assured,we thoroughly test our items in all four seasons and through live field testing in multiple states to ensure their durability, and we can confidently state that the damage to your product is not a result of adverse weather conditions.
  Once again, we want to express our gratitude for your understanding and patience throughout this process. We will be in direct contact with you to discuss possible alternatives and work towards a resolution. Please expect we will connect with you soon.

  Thank you for your continued trust in our products and brand.

• Initial Complaint

  Date:08/12/2022

  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.

  Senior minority customer that would like to purchase Polywood Table legs for a Polywood product recently damaged. This is not a warranty issue. I would like to buy the following components however ***** * (Warranty Supervisor) and ***** * (online customer service) refused to sell to me despite pleading my request via 15 back/forth emails. What I want to purchase: Pollywood NCT4496 Nautical 44” x 96” dining table parts below: 1. Leg assembly all four legs (qty 8) and bottom pieces (qty 4) 2. Screws 1. 3” (H.27x3) Qty 16 2. 2.5” (HHW14.2.5)

  Business Response

  Date: 08/17/2022

  Hello *****,

  Thank you for providing your feedback.

  After reviewing the entire conversation, I do see that our Warranty Specialist did respond back.
  It does appear we requested photos of the burned legs and hardware which you needed for the new table top that was sent on 7/20/2022 at 10:33 am.

  The reason for the refusal of selling legs is due to not having photos which are required in this case per our Policy.

  As I do understand your point of view, I also understand our Warranty Specialist as well. We have built a great reputation of assisting our customers when needed.
  I would be more than happy to review this again with hopes of finding a solution. That being said, we will contact you directly again on this matter to find the best outcome for both parties.

  I do thank you for providing your feedback as we do take these seriously and want to ensure all customer have a great experience.

  Thank you again for purchasing POLYWOOD.