Duraweather Poly Opiniones 

Respuesta de Duraweather Poly

16 ago 2025

Hi Tim,

We want to address your concerns directly and clearly. Your order was placed on June 22, when the lead time listed on our website was 1–5 weeks. During peak season, delays are sometimes unavoidable due to industry-wide labor shortages, material supply issues, and carrier limitations. Please be informed lead times are anticipated estimates and not guaranteed dates.

In regard to communication, our records show we only received one email from you, which we promptly replied to with an update. No further emails were received on our end—if we had received them, you would have been provided timely responses. Our standard response time is 24–48 hours, which remains our commitment; however, we manage a large volume of customer inquiries and orders, and every request is handled with care in the order it is received.

At this time, your order is already in transit and scheduled for delivery on Monday. While we regret that this experience has not met your expectations, please know that your order is being fulfilled and is already in transit, with delays caused by peak season challenges that were unfortunately beyond our control.

We appreciate your patience and understanding.

Respuesta de Duraweather Poly

4 ago 2025

Hi Leslie,

Thank you for your recent message. We’ve made several attempts to locate your order using the name provided, but unfortunately, nothing has come up in our system. If the order was placed under a different name or email address, please feel free to share those details so we can investigate further and assist you properly.

We also want to sincerely apologize for the delay in your shipment. We understand how frustrating that can be. Please know that the response you received from our support team was not meant to come across as snarky in any way — we were simply trying to provide clear information based on the current lead times listed on our website at the time of your order.

We do our best to keep customers informed with the most accurate information we have available. As noted on our website and in our communication, our lead times are estimated — not guaranteed — due to seasonal demand and ongoing labor shortages that have affected production and shipping timelines across the industry. While these challenges are outside of our direct control, we understand the impact they can have on your experience, and we truly regret the inconvenience caused.

If you can provide your order number or the email address used at checkout, we’d be happy to look into your order status and follow up with more details.

Thank you for your patience, and we hope to resolve this for you as soon as possible.

Respuesta de Duraweather Poly

16 ago 2025

Hi Adam,

Our current lead times vary depending on the product design and are listed on our website. Please note that delays may occasionally occur, and unfortunately these are outside of our control. During peak season, such delays can be unavoidable due to labor shortages, material supply issues, and carrier limitations. Please be informed that the lead times are anticipated estimates and not guaranteed dates.

In terms of communication, we typically respond within 24–48 hours or as soon as we receive an update directly from our production team, since we only relay the information provided to us by production. We also want to check on your order directly. Please be advised that sometimes customer emails may be filtered into our spam folder, which is not monitored. Providing us with your complete name or order number will allow us to locate your order and provide you with the most current details.

Respuesta de Duraweather Poly

1 jul 2025

Lisa, thank you for sharing your feedback.

We sincerely regret the frustration you’ve experienced. As noted, our customer support was advised of your concern in June, but unfortunately, your earlier email landed in our spam folder. Due to the high volume of emails we receive daily, especially during peak season, spam folders are not monitored as frequently. Had we seen your email when you first sent it, we would have responded and assisted you right away.

Our furniture information regarding weight and product specificity is listed on our website for all customers to view before making their purchase. If customers are not sure about our poly choices, we encourage our customers to purchase color/ material swatch samples before making their dining/ counter purchases. Our furniture is designed to sit near oceans or areas where wind is prevalent. Our furniture is designed to not blow away easily.

In looking at our email chains we have been in contact with you since Thu, Jun 26, 2025, at 12:08 PM. From the many emails we have had throughout the week, our last reply email to you was on Fri, Jun 27, 2025, at 8:15 PM. Our warehouse is closed on Saturday and Sundays. Today is July 1st, 2025. Please allow our customer service team 24 to 48 hours to reply to your emails. We look forward to resolving this concern for you.

Respuesta de Duraweather Poly

3 jun 2025

Hi Barbara,

We want to let you know that we strive to provide assistance to our customers at every step of the way, and we always do our best to share updates as soon as information becomes available.

Upon checking, your order was placed on May 11, and the estimated lead time provided on the product page was May 17–May 27. This timeframe is shared at the time of purchase to help set expectations for production and fulfillment. As stated, it is an estimate—not a guaranteed ship date—and delays can occasionally occur, especially during peak season.

On May 21, we sent you an update informing you that the ottoman and 18” round table were scheduled to ship on Friday, May 23, and the chair the following week. You acknowledged this update with a thank you.

Please also note that FedEx operates on a scheduled pickup system that we are required to follow. Due to the holiday (Memorial Day) and increased shipping demand, FedEx had limited pickup availability. Despite this, your order was still shipped according to the timeline we communicated on May 21.

When you called on Thursday, May 29, you advised that email communication was not preferred, we agreed and confirmed we would send an update via text. That message was sent, but no response was received.

During this peak season, with limited staffing, we were unable to accommodate a live call. Nonetheless, our support team remained committed to providing accurate updates and ensuring that your order progressed as expected.

Your items were picked up by FedEx on Friday, May 30, and are currently in transit, with delivery scheduled for Monday. If you have any further questions, please don’t hesitate to reach out to us. Thank you!

Respuesta de Duraweather Poly

5 may 2025

Hi there,

Thank you for your recent purchase of the Tête-à-Tête counter height chairs, and for taking the time to share your feedback with us. I'm truly sorry to hear that your experience didn’t meet expectations, especially regarding the shipping delay and the assembly process.

We completely understand how frustrating it can be to wait longer than expected for a delivery—especially without clear updates. During peak season, shipping timelines can extend due to high demand, which is why we display estimated lead times on our website to help set clear expectations from the start. That said, we know how important timely communication is, and we are working to improve.

We also sincerely apologize for the quality of the assembly instructions. Clear, easy-to-follow directions are essential, and it’s disappointing to hear that the print was faint and lacked illustrations. Please know that your feedback is being shared with our production team, as we are actively working on making our instruction materials more helpful and user-friendly.

Regarding the 10–15 minute assembly estimate, this is based on the chairs being semi-assembled before delivery and reflects average assembly time. However, we fully recognize that actual time can vary depending on familiarity with tools and assembly experience.

We truly wish we had been given the opportunity to assist you sooner. We did not receive any emails regarding the issues you encountered, but had we known, we would have gladly stepped in to provide support or clearer instructions to help make the process smoother.

Your satisfaction is very important to us, and we’re here to help if there’s anything further we can do to assist. Please don’t hesitate to reach out—we’d love the opportunity to make things right.

Respuesta de Duraweather Poly

4 mar 2025

Hi Rick, sorry for the delay in response. Although we strive to get all our orders shipped out asap, sometimes natural disasters and or being short staffed can affect our shipping timeframes sometime. In looking into this for you, our records indicate your order was picked up on 01/16/2025 at 1:41pm via our 3rd party LTL trucking company and was delivered to your residence on 01/27/2025 at 9:38am. Should you have any questions, please email us at customerservice@duraweather.com and we would be more than happy to help you with any other concerns you may have. Have a blessed day. Thank you!

Respuesta de Duraweather Poly

19 abr 2024

Hi Jami, thank you for your feedback.

As per our email thread on April 14, 2024, we have received your concern and responded on Monday morning April 15, 2024, as we are closed on Sundays. We were advised about the issue you raised, and asked if you could identify which parts of the furniture were damaged. Please know for every issue we require the customer to provide photos to identify which parts need to be replaced or what proper resolution will be given to resolve the problem. I.e. from the photos if we deem replacements are not enough, we will ship an entire chair, but our process first is to understand what kind of issues the customer is facing. Per our communication log, you refused to identify or let us know which parts were affected other than letting us know you needed an entirely new 5pc Counter Set shipped. You opted not to accept brand new Counter Chairs that were whole chairs as replacements. However, as explained to you before, we cannot send a whole new 5pc Counter Set if the other parts are not damaged or if there's no issue found.

We always strive to help our customers to the best of our abilities and that is why we said we would ship you whole Counter Chairs as a replacement after understanding the issue, however, if you are not willing to cooperate or help us, help you, there is no way for us to resolve the issue without identifying the problem first. Our production team cannot leave their workstation to jump on a call as they are doing production and running the CNC machines. That is why we advised you to send a photo instead and confirm if the replacement parts we have listed are correct, but you did not cooperate.

Should you change your mind and would like us to ship you the replacement Counter Chairs, please email our customer service team providing them with the clarification they need to better assist you. Thank you.

Respuesta de Duraweather Poly

5 mar 2024

Hi Steve,

I hope all is well with you. We genuinely understand how frustrating it can be to receive an order with missing hardware, and we apologize for any inconvenience this may have caused you. Our team strives to provide the best service possible, but as humans, we sometimes make mistakes despite our best efforts.

Please be assured that we take this matter seriously and will address the issue with the staff member responsible for the oversight.

When you reached out to us directly about the missing hardware, we immediately took action to assist with shipping out a replacement hardware. Your replacement request has been forwarded to our production team, unfortunately, we were not informed about the mislabeled holes as we were only made aware of the missing hardware.

Your replacement bolt, nut, and washer (we included extra hardware) has been shipped via
USPS. Here is the tracking number via USPS 9405511206217070732633.

If you have any other concerns or need further assistance, please do not hesitate to contact us. Thank you for your understanding and patience.

Respuesta de Duraweather Poly

8 feb 2024

Hi Beth, I want to extend our sincere apologies for any frustration or inconvenience you may have experienced throughout this process. We understand that delays can be frustrating, and we appreciate your patience and understanding.

I am writing to clarify some things concerning your canceled order. As you may recall, you initially placed your order on 01/10/24 and reached out to our sales support instead of our customer support on 01/24/24, causing a delay in our response.

When we did get back to you on 01/25/24, we informed you of our anticipated lead times. We also provided you with our shipping and handling policy, which states that "our ship dates are anticipated (not exact) during busy times due to increased demand and/or factors that are beyond our control such as bad weather, power outage, and etc. Again, current shipping dates are estimated and are not exact." We call it anticipated lead time because it is subject to change.

Before our customers purchase a certain product, we give them the ability to check our policies, which we provide freely on our website. We also personally followed up with production about your order on 01/25 and got back to you to inform you the Forrest Green Hammock was sold out. Our inventory specialist made an error when counting that specific hammock and recorded the incorrect number. We gave you the option to elect another color or cancel your order to get a full refund, as we couldn't push the hammock you wanted. You declined the color change and asked for a refund, and we respected that by processing the refund right away.

Please know that we have reprimanded our employee for the error that was committed. However, mistakes do happen as we are all human. We acknowledge our mistakes and ask for your understanding. We have provided you with all the reasons for the delays and options available to you. Unfortunately We cannot force the shipment if the product is sold out.

I hope this reply clarifies things for you and that you understand our point of view. We value all of our customers and will continue doing everything in our power to provide excellent service.