Poly & Bark レビュー 118

I ordered a couch on 1/10 and paid an extra $200 for white glove delivery service. It was supposed to be delivered on 1/22-1/28, it’s now 2/12 and finally got scheduled for delivery, I called to confirm and was told it “has to be rescheduled” and they lied about calling to tell me this (I had to arrange for someone to pick my son up from school etc to be home for the delivery, full time single mom). Now no one will return my call or follow up to let me know when it’s going to be delivered. I paid over $4000 for this couch. DO NOT ORDER FROM THEM

When the delivery truck arrived the end of the box that the sofa was in was completely soaked through with water. I took pictures and refused delivery. I sent the pictures to Poly&Bark and asked for a full refund. They in turn said because it had been shipped they consider it a return and they were going to charge me a $99 return fee. I said no, let me speak to a supervisor. After waiting 10 minutes Josh came back and said his supervisor was in a meeting. Watch my email. This is completely unsatisfactory I will never do business with this company again and I would recommend the same for you.

This company does not stand behind their products. Several years ago I bought two beautiful genuine leather daybeds from them but one was defective. I notified P&B. They were responsive but their remedy was worthless. I let it go. I am starting an office renovation and reached out to Poly&Bark last week about ordering another of the same daybed. My email was written with care and I did receive a prompt reply. On face value the reply is professional but instead of addressing my concerns or answering my questions I was sent cut & paste instructions on how to place an online order. I found the reply offensive. I would not recommend this company.

They failed to my deliver twice with the same excuse that the driver had an emergency. I cancelled my purchase and they still refused to refund for white gloving delivery that I never received. Stay away from Poly and Bark and AM Trucking.

Do Not expect delivery on any expected projected date from site. I Ordered furniture toward end of Feb. 2024 with estimated delivery end of March - first week of April. Poly & Bark uses AM Home Delivery which on two separate occasions stated they will call within 5 business days to schedule delivery. This never happened and kept pushing out dates with no ETA. I literally became so frustrated I drove to warehouse here in Arizona and picked up myself! They could have at least reimbursed for gas or shipping cost or anything a good company should do.

TL;DR: average furniture, misleading policies, shady approach to reviews on web page, very poor bot-like customer service. Buyer beware.

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Poly & Bark positions itself as being at a more compelling value point than other competitors, offering free shipping and free returns*. However, the *condition upon the returns is that each household only gets ONE item LIFETIME to return for free, with what seems to be an arbitrary return fee charged for any other item (no visibility given to the customer.) They say a "set" will be considered as one item, but what they do not disclose is that if you order 4 of the same chair for your dining table, that each of those chairs is viewed as a singular item (i.e., not a set).

I made the error of thinking that ordering 4 of something on the same order would be considered a set, so took a chance on some chairs that I thought looked decent online. When they arrived, the chairs were of very average quality (uneven paint in some areas; bulkier look in person than shown in pictures) and ultimately were not going to work. I guess with furniture, you get what you pay for, and ultimately it didn't work out. I didn't even open 2 of the boxes to build all the chairs. When trying to return, I was informed that I would be charged $147 to return the chairs. Other sites have flat fee returns well below this level. Each chair retail price is $199, for reference.

When dealing with customer service as to why this return fee even exists and why so high, I was given bot-like responses about how the policy is written and that there is no flexibility. If they are actual people, then they are not particularly humanized in trying to find a constructive solution.

Worse yet, I tried to post a review of their furniture on their website, which shows only 5-star reviews of the same chairs I purchased. I wanted to advise other customers of the build quality (which, as mentioned above, was average) and also to then be aware of the return policy to not get caught out as I had. Poly & Bark have NOT included my review on their website! How many other average ratings have they received that they haven't disclosed to the public? I was misled to think that there were 60+ happy customers with 5-star ratings, which informed my purchase decision. Turns out they just choose not to post any negative reviews!

In sum, the dining chairs are of average quality - maybe I got a bad batch, but in light of the return policy would suggest ordering ONE to begin with before committing to the rest. It's entirely possible their business model involves misleading people into thinking their furniture is of high quality, only for people to then inevitably return it when they fall prey to the "bait and switch" tactics, and then charge absurdly high return shipping charges thereafter only to resell the products again. Buyer beware!

Copied our designs called Laurel collection by designer Mark Daniel and his studio team at Slate design and sold it as Fulham design.Very poor ethical values stealing designs.For Union Home

do NOT use this company!!!
do NOT use this company!!!

They take your insurance money, but will NOT cover you when you need it.

They will make you go through hell, then deny your legitimate coverage.

I purchased two sofa from Poly & Bark, paid about $500 for insurance for 3 years. Within just a few months, the zippers on on both sofa broke.
Zippers are made of cheap plastic.

I first contacted Ply & Bark, they said to contact Mulberry for insurance claim. Mulberry asked me for pictures, videos, descriptions, purchase receipts, what a pain, and finally, they said it was Poly & Bark's problem.

They play this "ping-pong" game, kick you back and forth, until you finally throw your towel, they win. So they don't have to pay out anything.

Do NOT use this company. you have been warned.

The poly and bark website showed a picture of a black Weave chair and a price of $149 dollars which was a $30 discount. I tried to order four black chairs, but the price was the original, $179. I sent a copy of the website chair and prices to Gayle at customer service. She was very friendly but after 3 attempts insisted that the $149 price was only for white chairs. It seems a lawyer runs their customer service.

We ordered two chairs from Poly&Bark. The chairs were shipped out in the time frame they estimated. Unfortunately, the shipping company they use is fragilpak. We had a delivery scheduled, but they did not call or show up with the product. We waited an additional week for them to deliver, while the product sat in a depot in our city. We tried to will call, having made an appointment to do so. When we showed up, they could not find our order and were not helpful. We called Poly&Bark letting them know of our frustrations and that if we didn't receive the product by the end of the third week, we would be canceling the order and would like a refund. Customer service was unable to get the delivery scheduled in the time frame requested so we canceled the order. We are now in the 7-10 period of waiting to receive a refund. We ordered a sofa from Poly&Bark two years ago and are happy with the product. The reason for the negative review is that Poly&Bark is well aware of the terrible service and unreliability from fragilpak (see reviews online), yet they continue to use them. I would recommend asking who the shipping company will be prior to ordering. If it is fragilpak, order at your own risk. We will not be placing another order with Poly&Bark until they choose to partner with a shipping company who can perform.

I ordered two wishbone chairs indicated as in stock items. My order was acknowledged right away and I was given a reasonable time for delivery within a ten day window but with "no guarantee" which left me a little worried. However, the chairs were packaged and shipped promptly and arrived five days before the earliest day of the delivery window in perfect condition. Everything about the appearance including the (walnut) finish was an exact match to how the chairs were shown and described on their web site.

My wife and I spent $3,000+ on a “chocolate brown” leather sofa. The sofa that arrived, however, was clearly their “outback tan” model. After contacting customer service and providing photos, my wife was inexplicably told that the sofa was indeed the correct color and that it would “darken with time.” Sadly, the representative did not speculate as to how long it would take for this khaki-colored sofa to darken sufficiently to match the coffee-colored photo on their website.

Following a brief attempt at shaming the company via social media, a different representative reached out and confirmed that the sofa was the wrong color. The representative then asked for the order number, presumably to begin the process of rectifying the situation. It’s been a week since we provided the representative with our order number, and we still haven’t heard back. Meanwhile, the sofa remains the exact same color it was when we took it out of the box.

I will update this review as the situation evolves, but at this point I would much rather return the sofa than risk doing any additional business with this company. It’s a nice sofa, but it’s not nice enough to justify the hassle.

UPDATE (03/14/22): It has been nearly five months since Poly and Bark promised to exchange our sofa for one of the correct color, but aside from a handful of form emails asking us to rate the company, we haven’t heard anything. Unless you’re flexible in terms of what you want your overpriced furniture to look like, I strongly recommend you avoid this company.

UPDATE (5/31/22): Poly and Bark eventually did get around to sending a replacement couch, but it was the same wrong color as the original, so we declined the delivery. They then offered to refund our money... but only if we could send the couch back in its original packaging. Although I understand that this requirement is company policy, there are two reasons why I feel it should not be applicable in this case. First, it has been eight months since the couch was delivered. Do they honestly expect me to hang onto an enormous box for eight months? Second, WE TRIED TO SEND THE COUCH BACK IN ITS ORIGINAL BOX LAST OCTOBER. The customer service rep at the time told us not to worry about the couch. They said we could keep it while they sorted out the replacement.

Long story short, this company is a Kafkaesque nightmare. AVOID AT ALL COSTS!

Will update review as resolution progresses but right now I'm incredibly disappointed with this order and with the associated support I've received thus far. The sectional arrived with a very large tear (larger than a fist) in fabric under the chaise piece.

The AM Home Delivery team took photos of it and submitted them to Poly & Bark. They assured me that Poly & Bark would issue me a 20% refund based on the item being damaged from the manufacturer (the box it arrived in was fine).

Then when I called Poly & Bark, someone on the phone told me I could receive a new dust cover once they received the photo proof. You’re really asking me to self-repair a sectional I spent almost $3,300 on?

I emailed the photo proof to Support and laid out the entire situation. The agent's response was to simply ask me if I still had the original packaging (massive box) as it would be required for a return.

All in all, I'm receiving completely mixed signals from all different sides. I am very disappointed thus far & considering reaching out to my credit card company.

PS - As I explained to the agent in my reply, I did not keep the original packaging because not only was the box massive, but I did not want to return the sectional. I do not want to wait several weeks again for a new one to be delivered, and the leather itself is also fine - the issue is just a large tear/hole in the dust cover underneath. That said, I would still like/expect some form of partial reimbursement as when you pay nearly $3,300 for a new sectional, you don't expect it to arrive damaged and you surely don't expect the company who sent you a damaged product to expect you to repair it yourself - that was perhaps the most insulting part. Ultimately, both I and the AM Home Delivery Team that delivered the sectional sent photos of the damage to the Poly & Bark team. They should have all the information/evidence at this point to provide clear/direct answers and a speedy resolution - really tired of getting bounced around & receiving mixed information.

Have purchased many things from P&B and am very happy with the outcomes.. We get a lot of compliments for the pieces (e.g. our leather couch) that we have purchased.. They were shipped swiftly and in great shape.