Because my experience with Polywood is lengthy (6 mos now), I am going to write the review by way of timetable. This will allow you to quickly see my experience with the company. All dates are in the year 2020.

06/15 - Order two chaises in two different colors
07/01 - Order two side tables in two different colors
07/13 - Receive an email with the below update on order #1
"Currently, your order is expected to be completed in production between Tue, Jul 28,2020 and Tue, Aug 11,2020 before it moves to shipping."
09/05 - Have not received order #1. Received email stating that order #2 is delayed.
09/06 - Open two support tickets, one for each order.
09/15 - Opened a support ticket to return all items as summer was now over.
09/15 - Received email, order #2 shipped
09/17 - Received email, order #1 shipped
09/26 - Received email stating RMA would be issued.
10/08 - Receive RMA. I had informed that at this time I would keep 1 side table and 1 chaise. RMA was for both side tables. I returned one.
10/20 - Receive a phone call from Rosie/Polywood. She says she'll get the 1 side table credited and work on RMA for 1 chaise.
10/26 - Rosie sends RMA for chaise. Informs that table will be credited on 10/30
10/27 - FedEx picks up chaise
11/05 - I send Rosie an email stating credit not received for table. Also ask about credit for chaise.
11/06 - Receive an email from Rosie stating she'll check into table credit and asked for FedEx tracking number of chaise. I reply with tracking number.
11/09 - Receive email from Rosie stating that credit for table issued on 11/08. Rosie states she'll check with receiving on the chaise
11/17 - Send email asking for update on chaise
11/17 - Receive email from Rosie stating she'll check with accounting tomorrow
11/20 - Send email asking for update. No reply
11/23 - Send email asking for update. No reply
12/02 - Send email asking for update. No reply
12/04 - Send email asking for update.

In my 30 years of online buying, this is the first time that I've had to write a negative review. The customer service of this company is the worst. It is my guess that at this point Rosie has given up and is either too embarrassed to respond or doesn't care.

It is my hope that this review prevents you from going through this same ordeal by purchasing your furniture elsewhere.

... but in the end, it was worth the wait. The Polywood Adirondack chairs are handsome, sturdy and comfortable. I did have some frustrations with communicationspandemic fallout, I'm surebut in the end, a company rep, "Daniel C.," stepped in and went above and beyond. Delighted with his efforts and delighted with the chairs.

Polywood keeps advising consumers that COVID-19 circumstances are the reason for productions lead time being extended (making consumers believe they had to shut down for the safety of their consumers). However, the truth of the matter is Polywood NEVER shut down for a month for the safety of their employees. Polywood (headquartered in Syracuse, Indiana) met with state officials to be able to stay open during the State's shut down. Indiana Governor, Eric Halcomb, deemed Polywood an essential' business which allowed them to stay open. Their plant in North Carolina stayed open as well.

The problem as Polywood's own President, Doug Rassi, has stated (in an article dated May 30,2020) was that Polywood's business plan wasn't laid out to handle the demand. Specifically, Rassi says, "covid-19 didn't slow down our production. The problem was the high demand that our business plan didn't anticipate." This is where I go back to saying that Polywood should have shut down their heavy "mass marketing campaignsvia technology platforms" as they knew they already couldn't keep up with the demand! They were being "greedy" by continuing to take orders (to make up for their poor sales performance in the first quarter) without communicating the extended lead times (until recently after consumers had already placed their orders and complaints & bad reviews started piling up for them). In fact, Rassi credits how well Polywood has done during the covid-19 shut down due to "investment in technology". Aka their heavily marketed website sales & marketing campaigns! Additionally, Polywood mislead consumers with falsely advertising that they had "quick ship items" that could be processed & shipped within 3-5 days (leading consumers to believe those items were already made & in stock) and that other items shipped in 10 days... only for Polywood via their Covid-19 Response (dated 6/9/2020 & updated again on 6/16/2020) to go on record now saying "ALL Polywood products are Built to Order." Furthermore, It wasn't until recently' that Polywood updated their website to say that item lead time is now 8 weeks. So again the delays are due to over selling of product and not because Polywood is looking out for the safety of their employees. Polywood should follow best practices (like other companies) by making new product orders "temporarily unavailable" until existing orders are all caught up and they need to stop running their marketing campaigns on technology platforms for the time being that say "It's summer, sit back and relax in your Polywood furniture" when they know that they won't be able to fulfill new orders until the Fall! I'm still waiting on my order to be shipped that was placed May 10th! When I ordered it I was told my items would ship within 15 days. As of today (June 22) I'm still awaiting my order to ship