I have never heard of them, so just because it's early and I am browsing, I was curious too.

It looks like you can order some of their things through amazon which might offer a little more comfort or security. Also, they have a Facebook page with about 7000 likes so I am thinking you could post there and ask or at least look through to see if there is a disproportionate number of displeased peeps.

One other thing I would suggest for any of the online purchases is to use get a credit card only to be used for online purchasing. That way you can easily monitor if anything shady goes on .

Let us know how it goes.

Another two-name internet vendor.:)

A one year defect warranty on a $1,000 chair? Most manufacturers offer lifetime on wood, metal, springs, mechanisms, etc., and a limited warranty on fabrics, etc.

If not satisfied, customer pays for return shipping.

P&B doesn't specify if the product is imported or Made in USA. I like to know where the product is made prior to purchasing a $1,000 chair made in China.

Very few reviews and none are "verified buyer" reviews.

sheilaaus122, thanks for doing some research.! i also noticed that they sold thru amazon, i guess that's good. i am not on Facebook, so not good for me., but great idea. 7000 likes, sound pretty good, I'm assuming...i do use a CC for all purchases....

BSF, i agree with the warranty issues u mentioned., i did read about their return policy, which i am not pleased about...after researching that table i am interested in, i am pretty sure its made in china which i am not pleased about but i can't find it on any site that is made in america...

i noticed not many reviews and was wondering if its a new site. it is endorsed by Houzz. but not sure if that means anything worthwhile....

I'm curious if anyone ordered from Poly+Bark. I was not able to find reviews and am interested in a table. Thanks!

I found their furniture attractive and with attractive price. But never heard of them and did an internet search. Then, I came across this BBB site and found out they had lot of delivery and product issues. I do not think I will order from them. See these:

http://www.bbb.org/chicago/business-reviews/furniture-retail/poly-and-bark-in-chicago-il-88725362/complaints/

I ended up ordering the Isamu Noguchi Style Coffee Table. It is amazing! Excellent quality and fast (and FREE) shipping. Which honestly is amazing given how heavy it was. I will definitely order from them again. Great find, in my opinion!

not happy with their service. Promised shipping and i had to stalk them to get answers and FINALLY came much later than promised. I did not like what i ordered after all, and now i have to pay half as much as the item costs again to return.

not great. the quality is fairly cheap, and the reviews on their website are manipulated. I've tried to give honest feedback several times for my chair, and it never showed up on the website.

Their service is HORRIBLE! I am actually battling with them as we speak. They will tell u the items r in stock! They aren't! Have waited well over a month for them to be shipped from china! And good luck trying to get anyone on the phone to follow up with tracking info. I won't order from them again. Just my opinion.

Can't believe these people are still lame. The reason why it's out of stock it's because the furniture comes overseas, duh! So they will oversell but not really have the products. Their stuff is uncomfortable and cheap. These people are jerks. Do not buy from them.

I bought a table January 15 and the estimated shipment day was 01/20, but up to Today, I haven't received any further information confirming shipment or delivery date. Also, I'm trying to call and no one answers. I've sent an e-mail through their website and haven't got any response yet. Today I tried to message them trough their Facebook page. Let's see if I'm luckiest this time. I'll update this answer as soon as the service is completed, but, as it is right now, I'm not satisfied with the lack of information and of customer care service.

Their service is horrible. But WHEN u get the product, it of decent quality for the price. Just be prepared to wait for it. The website will say in stock, yet can have a lead time of a couple months. I have bought bar stools and a table from them. Bar stools arrived quickly, table in 2 separate shipments... 2 months out. It's a crap shoot.

I agree with most of the comments above. Their service is horrible. I placed an order in April and two days later received an email stating that part of my order(side chairs) were out of stock until at least May 15. I reached out on May 24 because I hadn't received the part of my order that wasn't backordered (barstools) nor had I heard anything from them regarding the out-of-stock item. They informed me that they could now ship the side chairs but that the barstools are now out of stock until July 7 or later. 4-5 months for an order is INSANE. The prices are good, but it's really not worth the hassle. I'm attempting to just cancel my order now. I'm really not impressed.

Terrible service. I will never order from Poly & Bark again. When you make a purchase, you will receive notification that your item shipped. But that is not the case. I waited for two weeks for an update from UPS, just to find out Poly & Bark created the shipping label but never gave the item to UPS. I called the customer service number. What a JOKE! The music is obnoxious and loud, and after you wait 20 minutes, a message will tell you no one is available to take tour call and hang up on you. If you select the option to have someone call you back, it's a dead air call. I requested a refund (via email), and they responded that it would take ten days.
Poly & Bark is pure crap!

I ordered some tables from them 4 weeks ago that were supposed to ship in a week. Every week they tell me that they will ship by the end of the week and they never show up. I'm ready to call my credit card company and put a complaint in. I was wondering if they are a legitimate seller or a scam.

They use the 855 area code. Another anonimous area Code. I believe there in Ca. Look at another company called Article. I’ve found a couch Im looking for that seems to be designed the same. Shipping cost if free is probably in the price and then you maybe charged more just to get it in the house.

I've had Poly & Bark's Napa sectional with chaise and I regret not going with Article. The bench cushion feels like sitting on a bench. There's zero cushion after 9 months. I don't think there's any foam in the cushion at all . just flattened feathers. The leather is very nice, but I'm not happy that I have to have the bench cushion professionally restuffed after owning the sofa for less than a year. Also I posted a 3 star review and asked a question on their website - the review was never posted so don't believe all the 5 stars, and the question was never answered. First and last Poly & Bark purchase.

Joni Lawrence this is super helpful! I was just looking at the Napa sectional and wondering why is was so much cheaper than anything else I have found! Thanks for your input!

@Joni Lawrence,

I am sorry to hear about this issue your having with the Napa Sofa. We provide a five year warranty on all our sofas, so please give us the opportunity to resolve this issue.

Please send us an email to help@polyandbark.com with your order information, and we can get this issue sorted out right away!

Emily R
Customer Care
polyandbark.com

Update on my comment: Poly & Bark lived up to their warranty (which I wasn't aware of) and replaced my bench cushion. The new one feels great and I really appreciate that they stood behind their product. There is foam in the first cushion and (I'm guessing - haven't checked) the 2nd, which is described as a high-density quality foam. There were also a few feathers - not enough to do anything other than potentially make a mess. Overall I would say this sofa is well worth the $$ despite the cushion issues. I would buy it again because of the leather quality. Cushion degradation can be addressed relatively cheaply if you DIY. I will likely replace the foam in my cushions eventually with a higher quality product. Note that we spend more time than average on the sofa working from home and relaxing, which may be the reason why the bench cushion deflated so quickly. The chaise cushion is fine.

think twice and read the fine print before you order from this comapny. II ordered a sofa Thanksgiving weekend. Delivery was timely however nowhere on the website did it state the sofa would be delivered in a crate dropped off in my driveway. I was expecting it to be delivered inside the house. The legs were missing from the box. I’ve called twice to get the legs delivered and mentioned that i was having company and it was important they ship out ASAP. Is now December 15 and still no legs. Very dissatisfied and will never buy anything from this company again. Also the leather is poor quality and s what looks like water spots on certain parts of the sofa Many companies make a similar sofa and i recommend you shop Around before buying here

@crystalbeutler Hi Crystal, I'm following up on your comment regarding the missing sofa legs. I see that we sent a replacement leg package on Dec 15,2019 via Fedex. Have you received the replacement legs yet? If we have not resolved this to your satisfaction, please reply back and we can make sure to do so right away!

Thank you,

Emily R

Customer Care Team

(855) 310-1450

help@polyandbark.com
polyandbark.com

I ordered the Napa sofa and my it was scheduled to be delivered in a 4:30-7:30pm window January 29, 2020. Nobody bothered to call me and mention any delays. After having to take the initiative to reach out and find what was going on I was then told 9-9:30pm, still nothing. 3 hours after the original window given, at 10:30pm is when they tried to reach me. By then I was unavailable since there was no communication and it was so late. After calling once more, an agent had also told me not to worry about it since they were so late and I would be contacted for re-delivery the next day. No one has reached out still even after calling.
I was told that a re delivery fee would be waived as if they were doing me a favor (when clearly it was not my fault.). While Poly and Bark customer has been courteous up until this point, the party they use to deliver is absolutely awful. They seemed to have ignored my request for accommodating me on my purchase but hopefully I will get my item soon otherwise I will just opt into their free returns and send it back. It is going to miss a delivery date when I will need it for guests at this rate.
Be aware that you may have to deal with this headache yourself if you order here. I took a chance and I'm regretting it right now.

*Update*

I just wanted to update for people messaging me as to what the outcome was with my order. While I did have issues with my delivery and some cosmetic damage on my sofa I have to say that Poly & Bark customer service was great. They really went above and beyond to make sure they offered a solution I was satisfied with.

Senior management even reached out and followed up to make sure I was happy. As I don't expect these issues are a common occurrence for most people at least you know that If you do have any problems this team will go out of their way to make it right. For the price, the Napa sofa seems like very good quality. Aside from all the trouble I had, this sofa does look very nice and I was quite happy about that. If you are on the fence I think it is safe to give them a chance. Between their customer service and 30 return policy it's worth giving them a shot.

Thank you to Levi and Dave for assisting me with this issue and offering a resolution I was happy with.

I just purchased the Napa chair. There was definitely a delay in shipping, but my experience has been the same, with retailers such as west elm, etc. I just waited over 3 months, for a custom sectional!!! I was told the chair would be delivered by 3/12, and was delivered on 3/15. I LOVE the chair. Great quality of leather, soft and comfy. We’ll see how it holds up. Overall, I’m very happy with my purchase.

.ordered 4 weave chairs. Quick shipping and quality product. Highly recommend!

am considering a sectional from poly and bark but these reviews have me concerned. there are so many solid choices, arhaus, article, burrow, apt2b and abc carpet and home that all have sales and promos. when i emailed customer service to ask about any upcoming sales or promo codes, they wrote back and actually told me to search their hashtag on instagram for the off chance that an influencer might have a code for $25. are you kidding? i got a good laugh out of that.

I recently bought the Napa Sectional from Poly & Bark, after months of talking myself into spending that much money on a couch. I was SO excited. I had read lots of horror stories about their delivery partner, XPO, but in general people seemed pretty pleased with Poly & Bark customer service so I figured that if I had a problem with XPO I could depend on Poly & Bark to have my back. I was very, very wrong.

XPO set up a 4 hour delivery window with me. I waited through the 4 hours, nothing showed up, and nobody had reached out to me. I called P&B customer care. They told me that there is only so much they can see on their end, but they can see that it is "out for delivery" and 17 stops away. They must just be running late, so I should keep waiting. I wanted another 2 hours and then called back. Again, they said it is "out for delivery" and now 11 stops away. So I kept waiting, all day, making sure that I was going to be available when it arrived. It never arrived.

P&B customer care's response to this was to "reach out to their XPO representative and get back to me when they had an update." I sent several messages practically begging them to take a more aggressive approach and figure out what went wrong. After a day of this, I realized that they only intended to reschedule a delivery for me and never had any intention of figuring out what the problem was the first time. They expected me to take a 2nd day off of work and do the exact same thing again, with no explanation of why the first delivery failed, and just hope it went better the 2nd time. So I had to take it upon myself to spend 3 hours being passed around different people at XPO until I was able to pin down the appropriate person who could tell me that he would personally keep an eye on the 2nd delivery attempt and make sure it didn't fall through the cracks. He also told me that the first delivery failed because of a technical glitch and his drivers actually never had it on their manifest. So if P&B customer care had looked into this issue the first time I called, they would have been able to fix it before the day was over.

The entire time, customer care was extremely polite and friendly. I think this is why people generally have the impression that Poly & Bark has good customer service. But it was like dealing with very polite and friendly robots that refused to go off script, take any initiative to actually solve a problem, or admit any fault or responsibility for what happened beyond blaming XPO.

Here is an example of what I mean. This is the last email I sent to my customer care representative and his response:

" Ok, I finally got through to the manager at the local XPO last mile branch. He tells me he will personally keep an eye on this and make sure this delivery happens tomorrow. I don't think there is further action needed from you at this point.

I feel like I did a lot of work that should have been handled by Poly & Bark after my first contact to customer service. I'm pretty disappointed in P&B's response to this issue.

Amanda"

" Hi Amanda,

Good morning! I received confirmation from XPO that your delivery has been scheduled for tomorrow 6/19.

Please let me know if you need any further assistance.

Best, Shea"

I posted this story as a comment on Poly & Bark's instagram page, and they offered me $100 store credit, not even a discount on the couch, in exchange for the 9 hours they had me waiting for no delivery and the 3 hours it took to take the action needed to make sure a human being was going to make sure the 2nd delivery happened (and the stress of having no idea what happened to my $2500 purchase for a couple of days). And they never admitted that they failed in their response, they simply apologized for the bad experience I had with their delivery partner.

The couch itself is really great, but I will never, ever shop at Poly & Bark again after this experience. There are other companies that make great couches very similar to this, and it would absolutely be worth a slightly higher price to not have to deal with an entire wasted day and the frustration of trying to get very polite robots to take an aggressive problem solving approach when their vendor fails. I had very low expectations of the delivery experience going into this but never expected that it would be this bad.

UPDATE: I'm going to leave this up so others know what to expect, but P&B finally got back to me with a decent response. I finally feel like my situation was reviewed by at least 1 thinking human and they honored my request to exchange the $100 store credit with a refund on the couch for the same amount. I was very pleasantly surprised that they heard me out and were willing to make that change.

Does anyone know the hanger bolt size for the legs on the Napa sectional?

Here is my story with Poly and Bark. i ordered a Napa Sectional, Chair, ottoman and regular sofa for my newly decorated living room..it took several weeks and a change to my original order( lack of inventory) but the furniture arrived. Sadly I was not impressed with the items. I started the return process on June 30th. Items were picked up and received back in CA on July 7th. when my refund was supposedly started. Per Poly and Bark a check was sent Ju;y 21st. Here we are August 3rd and I am still getting the run around. I am Sorry Poly and Bark but it just does not take 2 weeks for a check to to arrive. Next stop BBB and if needed legal action. Buyers beware

I have had the Napa Sofa for roughly 1 year. It looks great but its not comfortable. I assumed because it was leather it would take a little time to break in. Nope. Sad, because "comfort" seems to be their biggest selling point and now I'm stuck with a sofa that looks great but is terribly uncomfortable. Wish I had gone with West Elm or Article.

studiogirl1

Is it too firm for you? What makes it not comfortable?

how was it been holding up in general?

I have the Napa chair and it is super comfy. It’s not hard, but soft. Not sure how the couch would be different. Maybe, it’s become uncomfortable with prolonged use? Mine is used as an accent chair, so doesn’t get sat in, everyday.

I bought two Capri sofas and they are wonderful! I love them. The customer service was excellent. When I first wanted them they were out of stock so I had them email me when in stock. I bought them that day and had them a week later. Earlier than expected. They couch quality is excellent. so much cheaper than the other brands I looked at and they comfortably and gorgeous. I will definitely order again.

We’ve had our article Sven sofa for about 4-5 years, and it has held up beautifully and so far we haven’t had any issues with the cushions, but I saw someone with children and probably heavier use, that put king size bed pillows in the back of the cushions and they looked totally refreshed. It’s a great sofa, incredibly comfortable and not much more $ than the poly and bark option. My husband, who wasn’t entirely sure about the sofa absolutely adores it. The leather is beautiful and smelled delicious for the first while. We also have a fabric sofa from article (that gets the most use from our dog honestly) that was bought at the same time and has held up very well, along with a small solid walnut coffee table. This past summer we ordered An outdoor sectional from them and it is lovely and sturdy and so far holding up perfectly. The delivery times we’ve been given have been accurate, sometimes there is a wait but the website clearly states if something is back ordered. That said I also have a woven chair from poly and bark that seems decent quality, but not as fastidiously crafted as the article items we have. It’s held up well over the last few years, and I’d probably order another from them since the price is right. I didn’t have any delivery issues, but perhaps it’s different with larger items.

Yes. It has been the WORST experience of my entire life. The reviews warned that the shippers they use in Georgia were putting their forklifts through the boxes and ripping the couch. We should have trusted the reviews. So you guessed it. A forklift ripped through our box and ripped the bottom of the couch open in two places. One of the holes is bigger than a human head. And the ripped open couch was actually the best part of my nightmare experience with this company. We contacted the company to see how they would make this right. Well...good luck getting through to anyone. That took forever, and 2 different customer service reps actually hung up on us. The first time they called back immediately. The second time I guess the supervisor was like "eh...not calling them back hahaha". The guy who hung up on us twice first offered to ship another couch with the same company that ruins the couches (a problem this company has known about for a long time and done nothing to fix). So we weren't interested in breaking our backs again only to see another couch torn open by a forklift. So then he offered us $100 back for a couch torn open that we just paid a ton for...so that was a no. Then he offered $200 back. That still seemed ridiculous when the couch was torn open. So as we were waiting for him to pretend to talk to someone to give him permission to give us a reasonable partial refund, he hung up on us and NEVER called back. Wow. Ok. So then my husband called back AGAIN to try to get the $200 guy to finish this nightmare experience with this company and give us the $200. But apparently no one can find this mystery man even though he was the "supervisor". So then we get a robotic super passive aggressive woman who continues to repeat that we can return the couch or she can give us a $50 credit on one of their other products. Like we would EVER spend a penny with this rude company again. Truly the problem isn't even the torn couch at this point. The problem is that they don't care. Not only don't they care, they won't even PRETEND to care. I have never had such an awful experience with ANY company in NY entire 51 years alive one this earth. Run! Do not become the next victim of their complete disregard for their customers. I seriously cannot BELIEVE how they handled this and how we were treated. Worst. Experience. Ever.

Really liked the furniture but the service was completely AWFUL. Like ridiculous run around and absolutely pathetic after having such a bad delivery situation that damaged the furniture. 3 different people saying they'd send leather care kits for me to fix the damage myself (after hours of correspondence with them regarding the issues) and still no leather care kit. They're completely inept and ruining a great product/company with horrible service, training, and follow through.

I was looking at the Lissie sofa and now im hesitant. Has anyone ordered it? Had any luck with it? Seems like they have terrible delays, shipment issues, damaged products from China?

Wow! I'm so glad I found these reviews, because I was so close to buying the twill Lotta sofa and a couple of the Sorrento leather lounge chairs. Just got a text the sofa is now available but still on the wait list for the chairs.

It's maddening to read everyone's reviews. I was getting very upset as I imagined them being me and having to deal with such incompetence....and very disheartening that they remove negative reviews! I lost all trust in this company because they're dishonest. I would not feel hesitant to buy from them had they kept the negative reviews with a P&B rep responses. Reading through these reviews it seems like P&B had major issues selling out of stock items and zero customer service! Now you can get on a wait list for out of stock items and get a text once available.... which actually works. I guess they're trying to improve their customer service issues? I think? However, it seems like it's the luck of the draw if you actually get a hold of someone that's capable and cares. I did speak to a rep who was very nice and directed me to their outlet store up in LA (I'm in SD so can drive up), but they didn't respond to my facebook message....sooo i guess they're customer service stoll sucks. And now their shipping company is a total disaster that damages furniture.

To save myself the headache I will definitely look elsewhere for a sofa but I really like the leather chairs. Has anyone here bought the Sorrento chairs? I'm so conflicted as the Article leather chairs might be too big for my space. I also prefer the leather P&B offers way more so not sure what do.

I ordered a Poly and Bark leather ottoman and it arrived in excellent condition in 5 days - 1 week ahead of the original ship date. The box was intact and all of leather ottoman and legs were very easy to assemble. I read many reviews, from different sites and so that is how I made my choice. I am pleased with the purchase. I think that all shipments and products are "iffy" at this time in our economy so very thankful and all was well!

Horrible company don’t buy from them

When this company says "FREE RETURNS" big and bold on their website, make sure you click the * next to it. It is only free returns for the first item. Meaning, if you buy 4 dining room chairs, and they don't match your space, only ONE of them is free to return. The other three would be $49 EACH for return shipping. They will not budge on this. I am not sure who would buy only one dining room chair...perhaps if that's you, go for it. Otherwise, make sure you KNOW you love the products, otherwise, I don't know if it's worth the risk. Really frustrating customer service experience.