11 Customer Reviews
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Review from Ja C
1 star09/01/2024
FIRST OFF - I only selected 1 star because 0 stars is not an option. HORRIBLE COMPANY. DO NOT ORDER ANYTHING! We ordered a playset in the beginning May and paid for installation. We received notification that on May 28 a team from "GO CONFIGURE" would be out to build the swing set. As it turns out - Backyard Discovery subcontracts to Go Configure who then subcontracts to a different company!!! Where I live they do not have enough companies to actually do installations and it takes weeks to months to have someone come. When the men from the installation company arrived they took 3 days to "build" what they said would take less than a day. THEY DID THE ENTIRE PLAYSET WRONG!!!! I called Backyard Discovery and Go Configure essentially EVERYDAY for 3 MONTHS!!! We had 4 different installation companies come to look at our swing set throughout the summer - first said it only need a few parts AND THAT IS WAS A SAFETY HAZARD AND NO ONE, ESPECIALLY CHILDREN, SHOULD GO ON IT - second said it needed to be replaced - Backyard Discovery decided they were just going to send "replacement parts" NOT replace the swing set - third came and said there is no way it can be repaired and needs REPLACEMENT. And worst off - there was NO communication between Go Configure and the subcontractors as NO ONE KNEW anything about the situation. The fourth finally came out on August 28 - took away the old swing set AND rebuilt an entire new one in 3.5 hours. I wasted at least 50-60 over months calling everyone and getting shoved off to other companies who said "we cannot to do this - you have to call X to get it done" who would then say "we have protocols for this and cannot help". It was frustrating, annoying, and just plain terrible customer service. BACKYARD DISOVERY AND GO COFIGURE ARE TERRIBLE COMPANIES. DO NOT PURCHASE THROUGH THEM. GO CONFIGURE IS POORLY MANAGED WITH NO STAFF TO ACTUALLY COMPLETE ANYTING - AND ABSOULTE NOT PROPERLY!! DO NOT USE!!!!Review from Eric P
1 star08/07/2024
They claim to have a 5 year warranty on their gazebos - but it’s a scam. Nothing is covered. Was sent a defective cedar stained gazebo and they won’t cover the stain to fix it. The warranty is a lie, bait and switch and a scam. Stay away unless you don’t want the company to honor their warranty
Backyard Discovery Response
08/08/2024
The product was purchased in 2022 and maintenance was discussed in June 2022 when we sent out stain to the customer as requested. The 5-year warranty covers any replacement parts the customer would need should they want to replace any peeling parts to get the product up to manufacture specifications. The gazebo is a wooden outdoor product and may require yearly clear sealant applied.Review from Charles M
1 star06/04/2024
Caution!! When buying from Backyard discovery and using their preferred vendor for assembly, GoConfigure, you are at extreme risk of getting a severely compromised structure that is damaged and incomplete. We purchased a pavilion from Backyard discovery and at their suggestion, used their preferred assembly vendor GoConfigure. Two weeks ago from today, construction started. To date, the structure is not complete, damaged, at risk of falling, and requests for repair and completion have gone unanswered. Yet we paid in full. The “tech” that was doing the work did such a bad job, we spotted nearly 2 dozen serious concerns with structural integrity. He worked for 37 hours on a structure that should have needed less time and it’s still not finished!! I included just a handful of photos to show the quality of work that Backyard discovery and GoConfigure has found to be not serious and not needing attention. They initially offered someone to come out and review the work, inspect it and repair it. IT WAS THE SAME EXACT “TECH” THAT DID THE TERRIBLE JOB TO BEGIN WITH!! I have called, I have emailed, I’ve requested supervisors. I’ve begged and pleaded for a professional to come out here, inspect the structure, repair the damage and complete the job. But my calls are unanswered. Do not buy anything and have it assembled from Backyard Discovery and GoConfigure.Backyard Discovery Response
08/08/2024
Upon follow up it appears the project was completed to customer satisfaction on 7/23/24. I'm sorry this took so long, and I hope our customer enjoys your Norwood Gazebo.Review from Janet L
5 stars05/20/2024
Grandkids love the swingset & it is very sturdy. Excellent customer serviceBackyard Discovery Response
05/21/2024
We are thrilled that your grands love it! There is nothing better than watching children play.Review from Christopher M
2 stars03/06/2024
Ordered a Backyard Discovery Gazebo from SAMSCLUB. Days later I received a text saying that my gazebo is on the way. Expected delivery was on a Wednesday and was supposed to receive a call or text from delivery. That never happened. I called customer service and they didn’t know what was going on. They would go on to tell me that it would arrive on Friday. Friday evening, still no Gazebo. It wasn’t until Monday I get a call stating that they are dropping off my product in front my house. No 24 hour advance notice per Backyard Discovery policy. This entire delivery process was horrible. Customer service needs to improve. I still don’t know what I am supposed to have in all the boxes. I asked for an itemized list of all parts and didn’t get an answer. - Communication is extremely poor. - No transparency. - Lack of status updates regarding the tracking of the product. P.S. SAMSCLUB have a tracking tab for the product but the company does not actually track the product.Backyard Discovery Response
03/08/2024
We do contract our carrier to provide notice to our customers before delivery. We are sorry this did not happen for you as it should have. Content sheets will be emailed to you directly.Review from John D
1 star10/21/2023
Parts department is crazy. I ordered many parts with no issue for my rotted playhouse and when i asked for free shipping on an order the manager wanted pictures, proof of purchase and said i was suspicious that i needed all these parts. I even was called at home and harrassed by the manager. My account was changed also by them so i cant order anymore.Backyard Discovery Response
10/31/2023
Backyard Discovery stands behind our products with a 5-year warranty. Parts are very specific to our product models and when you registered your product as new model, having actually purchased it in 2013, it is our obligation to confirm the product you have so you can get the accurate assistance you need. We do that by photos so we can determine the product you need parts for. Your account is in good standing still after the 15 orders already fulfilled and you can purchase what parts you need and we are confident you will get the correct parts now that the product is confirmed. We are sorry you were not made to feel the value as a customer that we would want you to walk away with.Review from S B
1 star06/27/2023
We purchased a 14x10 gazebo. Pure garbage! More than half the wood was bowed, missing stain, pilot holes that were previously drilled did not match up. Instructions manual was garbage, it had you cutting down the sides of the wood that didn’t need to be removed. I could go on and on for many reasons NOT TO BUY anything from backyard discovery. They shipped damaged material. Absolutely No quality put into their products. I wouldn’t recommend them to my worst enemy!Backyard Discovery Response
06/28/2023
We apologize for the challenges you have had with your gazebo. We are always looking for candid conversations that will lead to better changes for our products and ultimately the consumer. Your review will be passed along to management teams to view. Thank you.Review from Laura E
1 star06/23/2023
Really disappointed that Backyard Discovery continues to contract out to their assembly partner, Go Configure. After 2 months of waiting we were cancelled on again today and there has been no resolution. Backyard Discovery offered to call their customer service on our behalf but nothing was accomplished. It’s a shame because I do love the Backyard Discovery product but the service is terrible. Now I know why other playground companies charge more… because they have solid customer service, reliable assembly partners and proactive follow up. Backyard Discovery should not tie themselves to companies that HURT THEIR CLIENTS. My kids are disappointed, my day off was for nothing and we have lost money because of this. Shame on you and your tacky cheap assembly partner. Do better. You provide goods to families and you’re failing all of us. This is entirely your fault, Backyard Discovery. You’re only as good as the service you provide, outsourced or not. Sever that contract and work with better assembly contractors.Backyard Discovery Response
06/28/2023
Thank you for the review and we understand that anyone we contract with is a representation of Backyard Discovery. We apologize that you certainly did not have the customer journey we expect for all of our customers. We do strive to be better and take all reporting seriously.Review from Tisha C
1 star12/27/2022
Purchased a playset on black Friday through ********** for my kids Christmas present. After waiting multiple days for delivery (the frieght company called to set up appointments but never showed up), the playset was finally delivered 12/06 (no appointment that day just showed up and started unloading in my driveway) but without the slide! I contacted****** who advised me to contact the manufacturer directly. I called Backyard Discovery and after they looked into the matter they deemed my slide lost and offered to send out a replacement, stating that I should receive it in 3-5 days. I reached out to them again on the 12/13 as the slide still hadn't arrived nor had I heard from the frieght company, and was informed that it was scheduled for delivery the next day. Reached out again on 12/19 because the slide still hadn't arrived and tracking showed that it was no longer in my town but had been taken to a different state. I was informed "thats just how frieght works" and told my slide would eventually be delivered. I reached out to****** to see about just returning the not complete playset as it was close to Christmas and I could have easily spent that money buying my kids something they could actually use as my 3yr old only wanted the playset for the slide which at this point seemed like we were never going to receive. Multiple chats/calls/emails with Sams over the next few days I was told they were having issues getting vendor approval for the return. It is now 12/27, I still haven't received the slide but according to Backyard Discovery it is supposed to be delivered tomorrow (have not heard from the frieght company to set up an appointment time and cannot wait all day to sign for it). Backyard Discovery's playsets are beautiful and well built from what I have seen at stores but their customer service and the frieght company they use are unreliable and unprofessional. Spent well over $1000 for a Christmas present that my kids can't use.Backyard Discovery Response
01/09/2023
Backyard Discovery is working directly with our customer to resolve.Review from Shane R
5 stars10/28/2022
We recently purchased the 16 x 12 ******** Pergola. The review period passed for their internal reviews, but I felt strongly enough that I wanted to get my review out somewhere. We were very impressed with the quality of the materials for the price, and the finished product looks awesome! We added a sun sail and some curtains to add some extra shade and a nice aesthetic. It looks awesome on our patio and was a huge hit this summer for pool parties. The customer service was also incredible! We initially attempted to build this with just two people, and during placement of the first crossbeam, the side not being held by someone toppled over and a few pieces of wood cracked in half. Our bad. We called Backyard Discovery, spoke with an agent within minutes, and had replacement pieces in a few days. They made this process so easy and were very kind. The second attempt with some extra hands was a success and we couldn't be happier!Backyard Discovery Response
06/28/2023
We are thrilled that we could assist you with the assembly process and we truly appreciate that we earned a great review. Enjoy your pergola!
Customer Review Rating
1.82/5stars
Average of 11 Customer Reviews
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