Sequoia Out Back & Sequoia Supply — Local services in Hatfield Township

This review is being posted as a follow up to the one posted when we ordered our furniture back in April:

Through no fault of anyone at Sequoia, Woodard delayed the manufacturing and delivery of our furniture to Sequoia twice due to supply chain issues caused by the pandemic. The initial delivery date of July was first pushed to August and then to September. While we understood the reason for the delay, we only became concerned when we’d ever see our furniture once we learned that Sequoia hadn’t received a single order from Woodard during 2021. It was at this point that Colleen took it upon herself to contact senior management at Woodard to make some inquiries. As a result, Colleen was able to assure me that the September delivery date would hold.

To further demonstrate Colleen’s dedication to customer service, she phoned me at 9:00 one evening on her personal time to inform me that Woodard had produced our furniture and that she was tracking it every step of the way as it made its way to Sequoia. This wasn’t the first time she had contacted me on her own time as she helped us with our order. She was just as excited as we were that our furniture was finally arriving soon.

Once the furniture arrived, Tracy called me at 8:30 on another evening on her personal time to let me know that the furniture was at Sequoia after confirming it with Colleen and that it would be delivered the next day. Mike, who is also fabulous and also delivered our Gensun fire pit table back in June, delivered it as scheduled the next day.

The furniture is absolutely incredible and we couldn’t be happier. And the customer service story doesn’t end there. There was a minor issue on one of the screw-in leveling pegs on one of the legs of the chairs. We feared that we were going to have to wait another six months or so for Woodard to send a replacement. I immediately went to Sequoia and saw Colleen to explain the problem. I was half way through my explanation when she turned around and reached into a drawer and pulled out a bag and immediately gave me a replacement screw peg for the leg. She had the foresight to obtain a bag of these screw pegs from her Woodard rep beforehand. As a result, we were immediately able to enjoy the furniture.

Enough cannot be said about the high end quality of the products offered by Sequoia and the service we received from Colleen and the rest of the staff. These folks are operating during very unique and challenging circumstances where the supply chain has been absolutely strangled and they have absolutely no control. The reviews from people who expect employees to act as their personal servants are absolutely ridiculous. Take it upon yourself to walk up to an employee for help or be persistent in calling them or emailing them if you need attention. They’re doing everything they can as they also endure a labor shortage themselves. They’ll be more than happy to assist you. They operate on a commissioned based sales model which benefits them to satisfy customers. The remarkable thing is that you’d never know employees work on commission unless you ask. We were never hounded and each person worked as a member of a team during the entire six months for our order to be fulfilled. We were never made to feel that “you’re not my customer” as we continually asked about our order.

As far as those complaining about Sequoia’s pricing, go to Lowes or Home Depot if you’re interested in low end budget outdoor furniture. All it takes is a little bit of research from your home to understand that you’re getting high end outdoor furniture at Sequoia and making an investment before you make the trip...

I would like to thank Sal at Sequoia Supply for being honest with me about Trex's lousy products and Sequoia Supply's attitudes toward customers. First, according to him, Trex's 25 year product warranty is worthless. He told me that if I bought the product I was interested in, Trex Enhance, that I would be replacing it in 10 years. Second, he also told me that the person I spoke to earlier in the day should not have told me that they would help me figure out what I needed for a deck design drawing I had. Third, he was kind enough to tell me that my design would be "dated" and out of style before it was finished and questioned my desire to create two distinct areas with color borders and "picture framing" and that the correct design would simply run 20 ft boards from end to end. It turns out that Sequoia Supply is only interested in taking orders from people who have a complete and accurate product list that reflects their preference for the deck's design. I had mistakenly avoided the big box store in favor of a local business who may charge a bit more, but would provide customer service. If I hadn't gotten his helpful man-splaining, I would have had this misguided idea that Sequoia wanted to sell their products to customers. While I found it difficult to be lied to, talked down to and ultimately totally turned off to both Trex products and Sequoia, at least I know where my money...

We were looking to replace our patio furniture, and wanted high-quality cast aluminum like our old set. The company we had purchased our old furniture from 17 years ago no longer carried the better brands, so we googled Tropitone and found that Sequoia Outback not only carried that brand but all of the other companies on our list.

When we got to Sequoia Outback, they had so many selections to choose from! Not just companies, but styles, colors, fabrics… Oh my! I can be painfully indecisive at times, carefully weighing all of my decisions for purchases. I have to tell you that Danielle Brown was the most patient, thoughtful, knowledgeable, friendly, and helpful sales person I think I have ever encountered! I really put her through the ringer but walked away with an absolutely gorgeous set that will last a lifetime!

We returned to the store to six weeks later to explore other things that they had like birdbath stands and other garden accessories. Again, so much to choose from! We were happy to see Danielle and also happy to meet her sister Colleen Keller.

We do not live near the store, but given the type of service we experienced on both days as well as the availability and quality of their merchandise, we would gladly not only return there but recommend them highly.

Oh, and before I forget, their delivery service was...