Amanda H.
Never received furniture or my replacement order after 6 weeks for quick ship items!!!
I would give 0 stars if possible. I bought $5000 worth of furniture on April 9 (quick ship items) and they were expected to arrive by April 27th. April 27th came and went. I started calling in on May 3 to see what was going on. I called in daily and always spoke to someone different who would promise me a call by the end of the day with answers as far as where my furniture is. Note, some representatives would say it's on its way; some would say it's being shipped and nothing it out of the ordinary. Others would sympathize with my frustration and promise to get back with an answer. Out of 4 or 5 reps not one person gave me accurate information or got back to me as promised. Finally on May 13 I had enough believing people that it was coming or they were figuring it out. I demanded to speak to a supervisor as now it had been over a month, weather is nice out.. need my furniture with multiple events coming up at my house. Supervisor Zach was very kind and informed me (almost instantly) that the order was lost. He issued a replacement order May 13. I explained that I needed the furniture set up and ready for a party May 30th. He said it wouldn't be an issue because I'm really close to Indiana (live in IL). The "VIP" replacement order was supposed to ship in 3-4 business days and of course it never did. Zach told me it was loaded on the truck May 22. I call on May 27 and after 3 hours on the phone, no one can tell me where my furniture is, once again. Instead they say RXO has lost it and they are waiting to hear back from them. I have no clue how this company stays in business. No one knows what's going on and takes any responsibility. I called RXO and talked to a really kind person who was in constant communication with me and they did not ever receive either of my orders. I called back in the late afternoon of May 27 asking for a full refund and I was told "no your order already shipped" I laughed and explained the whole context and then they have supposedly issued the refund. Polywood, why are you still running sales when your team says you are way backed up? Treat the customer right. You guys strung me along, wasted over 12 hours of my time calling you and dealing with you, cost me lost time on being able to shop elsewhere, and now I have to rent furniture for my party. I will never order from you again and I'll tell everyone I know. Do better. Give a crap about your customers.