Phil K.
They can do better
we ordered thinking that we went with a reliable product and were happy with our decision until we had to deal with the customer service & problems with the order. It arrived one week late from the original delivery date given to us,which i was told by backyard rep that was an amazon issue not on them. When I went on to tell them about the damaged boxes which created dents & dings in their wood product, roof material was loose in the delivery truck so it was bent, blemishses with the stain etc they seemed not interested in making it right. I was on a time crunch with our project so we sanded out the blemishes on the wood, repaired the roof material to the best of our ability & re-stained the entire structure. We are now in the process of putting the thing together, 15 man hours later.
Response from Backyard Discovery USAOct 5, 2026
Hi Phil, We're truly sorry for the frustration you've experienced with your order. You chose our product expecting quality and a smooth experience, and the delays and damage you've described fell short of that. We also regret that your earlier conversation with our team didn't leave you feeling supported. To clarify the delivery side: orders placed through Amazon are shipped and handled by Amazon, so they're responsible for transit delays and shipping damage. That said, we don't want that to be the end of the conversation, and your purchase still carries our warranty. We'd still like to help however we can, including sending any replacement parts you may need. We can see how much time and effort you've already put into sanding, repairing, and re-staining the structure to keep your project on track, and we appreciate your patience. Please reach out to us at 800-856-4445, available 7 days a week, or email [email protected]. Reference your order number so we can look into this and see what we can do to make it right. We want you to be happy with your product and to enjoy it for years to come. Sincerely, Hayley Backyard Discovery Consumer Services