Elizabeth S.

I have had a disappointing experience with this company. I ordered one of their Polywood couches which was (in my opinion) very expensive, but looked like it was worth the money. I'm still in the middle of the situation- well, almost at the end I hope. But it's what's happened so far that has been upsetting.

The website said the couch would take 14-15 days to get to us, and we'd get a tracking number when it shipped. We didn't get a tracking number until I asked about the status, and by then the couch had reached my city. That was a Friday, and the couch wasn't delivered by the shipping company until Monday. So it took 18 days to get. While this wouldn't be too big of a deal (except that I was excited to get this really expensive outdoor couch I ordered), the lack of communication was really frustrating.

When the couch finally arrived, we only got one set of cushions, not 3, and were missing two bolts. This was extremely frustrating, because not only had the couch taken longer to get to us then we were expecting, we couldn't even use it. I contacted customer service again, and was told that it was a mistake made by whoever sent my order to the manufacturing department, and that the cushions would be sent by fedex overnight.

3 days later we still hadn't gotten the cushions. I emailed the person I had been speaking with, and didn't get a reply, so I chose to do a live chat through the website. The person said the cushions were sent 2 days after I was promised they would be overnighted, and that they wouldn't get here for another 4 days. We got the bolts 2 days after we asked for them. Again, this wouldn't be so frustrating if there had been more communication. If the cushions couldn't have been overnighted, it would have been okay, but since I was told they would be, I am annoyed.

So, it's a mixed review. The couch frame is nice and sturdy, with only a little trouble putting it together once we got all of the parts. The 1 set of cushions we do have is very comfortable. The customer service, however, was both great and not so great. I think I just expected to have a better experience after spending so much money on something. Perhaps it's just the Polywood stuff that's not taken as seriously or maybe the person doing the ordering, and who I was dealing with was new. I don't know. But I don't think I'll be ordering from this company again. It was just too frustrating. Assuming everything goes right, it will have taken 27 days to use a couch that should have taken 15 days.

EDIT: after finally getting all of the pieces of the couch, and what I've gone through with the rep and the customer service, I want to amend my review. They still get the same number of stars, but I'll put the qualifier that it's probably only the Polywood products that are so frustrating, since they're just a dealer for them. However, I expected more from this company, and the problems lasted all the way to the last set of cushions being delivered. We got the cushions, but we still never got a tracking number. The rep did try to contact me, but I was still trying to figure out how to deal with it. So my basic review still stands- the customer service is good and not so good, but hopefully only with Polywood products. The couch is very nice.