Poly & Bark Outlet Store — Local services in Moorpark

Will update review as resolution progresses but right now I'm incredibly disappointed with this order and with the associated support I've received thus far. The sectional arrived with a very large tear (larger than a fist) in fabric under the chaise piece.

The AM Home Delivery team took photos of it and submitted them to Poly & Bark. They assured me that Poly & Bark would issue me a 20% refund based on the item being damaged from the manufacturer (the box it arrived in was fine).

Then when I called Poly & Bark, someone on the phone told me I could receive a new dust cover once they received the photo proof. You’re really asking me to self-repair a sectional I spent almost $3,300 on?

I emailed the photo proof to Support and laid out the entire situation. The agent's response was to simply ask me if I still had the original packaging (massive box) as it would be required for a return.

All in all, I'm receiving completely mixed signals from all different sides. I am very disappointed thus far & considering reaching out to my credit card company.

PS - As I explained to the agent in my reply, I did not keep the original packaging because not only was the box massive, but I did not want to return the sectional. I do not want to wait several weeks again for a new one to be delivered, and the leather itself is also fine - the issue is just a large tear/hole in the dust cover underneath. That said, I would still like/expect some form of partial reimbursement as when you pay nearly $3,300 for a new sectional, you don't expect it to arrive damaged and you surely don't expect the company who sent you a damaged product to expect you to repair it yourself - that was perhaps the most insulting part. Ultimately, both I and the AM Home Delivery Team that delivered the sectional sent photos of the damage to the Poly & Bark team. They should have all the information/evidence at this point to provide clear/direct answers and a speedy resolution - really tired of getting bounced around & receiving mixed...

I LOVE the Poly & Bark outlet!! They reduced their hours to 2 days a week, but I have time to visit after work on Wed, or on Sunday (may be busier). They regularly have good sales. They typically have the most selection of couches (a lot of leather) followed by ottomans, coffee tables, chairs, and dining chairs (other items will be limited). They may not always have everything from the regular store/website or have every color option (they have a lot of tan). Be mindful that it is an outlet, there maybe some dirt/ damage. Be flexible and ask or call first, if you're not nearby. If you're unfamiliar with their furniture, check the regular store website as they have a certain style and color palette (mainly neutral colors). They don't have an outlet website, but post on social media. The quality is great, and it's durable. Be mindful of your doorway/room entrance dimensions as some items come in large/wide boxes (and will also need to be assembled). The couch, in the box, wouldn't fit in my doorway; so we took it out of the box outside, and 3 people carried the pieces inside. Just in case, measure or be sure you can do the same. They provide assembly instructions. It's not hard but may be heavy dep on what you buy. Some items may not even come in a box. The workers are incredibly nice, knowledgeable, and helpful. There may only be a few people working; be patient and prepared to possibly wait. They do not offer delivery, but you have a week to pick up. Depending on what you want, you may not be able to take it the same day you're there. When you go to pick up, there may be a wait as well because they do help load in/on your vehicle. It's def...

During our first visit, we felt confident about what we wanted to purchase. After returning home and reviewing the color options from the photos we took, we made our final color decisions. A week later, we returned to the outlet to pick up our three items.

We noticed that some items were neatly boxed, while others had to be purchased directly from the floor under a "like new" description provided by a salesperson. Unfortunately, the warehouse environment left much to be desired; it was quite disorganized, and we ended up waiting about 30 minutes for assistance.

Overall, while we were pleased with our selections, the experience could have been significantly improved with better organization and more efficient service.After bringing home two chairs—one being a floor model—and a light grey sofa -which was sealed in a box with duct tape-, we set up our living room only to discover a frustrating mistake: the color on the box did not match the actual sofa. Instead of the expected light grey, we received a green sofa.

Since all sales are final, we were disappointed to learn that we couldn’t return or exchange the item, even though it was their mistake. Fortunately, the green sofa complements our home’s color scheme, so we’ve decided to keep it for now.

The key takeaway from this experience is to always open the boxes during your visit to ensure you’re getting exactly what you expect and...