PatioLiving

Dear Barbara, I am very sorry for the frustration and disappointment you experienced with your order. This is not the experience we want for any of our customers, and I sincerely apologize for the inconvenience. On June 25, 2026, you placed an order for the Teak Smith Storage Rack. As outlined in our Terms & Conditions and Shipping Policy, the estimated shipping timeframe provided at checkout is an approximation and may change based on product availability. Once an order is accepted by the manufacturer, we provide updated estimated ship dates if they differ from the original timeframe communicated in your order confirmation. 30-Day Return Policy | PatioLiving Unfortunately, on July 10, 2026, we were notified by the manufacturer that the item had been discontinued. Our team reached out to inform you of this update and provided alternative product options for your consideration. Today, after speaking with our team, you requested to cancel your order. We promptly worked with the manufacturer to process your cancellation, and a full refund has been issued. A confirmation email with your refund receipt has also been sent to you. Again, I sincerely apologize for the inconvenience and appreciate your patience and understanding throughout this process. If you have any questions or if there is anything else we can assist you with, please don’t hesitate to reach out. You can contact us through our Contact Us page or call us toll-free at 888-761-4777, Monday through Friday, 9:00 a.m. to 5:00 p.m. CDT.

Dear James, Thank you for taking the time to share your feedback.  I will have a member of our Sales Team reach out to you directly to help explore any available pillow options that may be compatible with your purchase. We appreciate your business and the opportunity to assist you. If you have any questions in the meantime you can reach us via Contact Us or call us toll free Monday-Friday 9am-5pm CDT at 888-761-4777.

Dear James, Thank you for taking the time to speak with me today and for sharing your experience. I am truly sorry for the frustration you experienced. This is not the level of service we strive to provide, and I sincerely apologize. During our conversation, we discussed your concerns regarding the estimated ship date (ESD). I also wanted to provide you with the relevant section of our Shipping Policy for your reference. Estimated Shipping Times At the time an order is placed, an order confirmation email is sent that includes the approximate lead time for the order. Please note that shipping times are estimates only and may change based on product availability. Once the manufacturer accepts the order, we will notify you if the estimated shipping timeframe differs from the original estimate provided at checkout. On June 17, 2026, after the manufacturer confirmed your order, we sent you an updated email advising that the estimated shipping date is July 15–20, 2026. As noted in that communication, this timeframe is provided by the manufacturer and remains subject to change. We also let you know that we would continue to keep you informed of any additional updates or tracking information as soon as it became available. As promised, I have already reached out to the manufacturer on your behalf to request the most current status of your order. I understand you were hoping to receive your furniture before your wedding on June 18, 2026, and I completely understand how disappointing this has been for you. Please know that I will continue to monitor your order closely and will contact you as soon as I receive an update from the manufacturer. If you have any questions in the meantime, we are happy to assist you via Contact Us or you can call us toll free Monday-Friday 9am-5pm CDT at 888-761-4777.

Dear Kate, I am sorry to hear about any frustration regarding your order—this is certainly not the experience we want for our customers. I attempted to locate your order using the information provided but was unable to find it. At your earliest convenience, could you please provide your order number? This will allow me to assist you more quickly and efficiently. Thank you for your time, and I look forward to resolving this for you.

Dear Customer, I am sorry to hear about any frustration regarding your order—this is certainly not the experience we want for our customers. I attempted to locate your order using the information provided but was unable to find it. At your earliest convenience, could you please provide your order number? This will allow me to assist you more quickly and efficiently. Thank you for your time, and I look forward to resolving this for you.

Dear Sue, Thank you for reaching out. I sincerely apologize for any frustration you’ve experienced with your order. This is certainly not the level of service we strive to provide for our customers. Our records show that on May 15, 2026, you placed an order for two Lane Venture Swivel Glider Lounge Chair Replacement Cushions. At the time your order was placed, the estimated shipping timeframe provided was 2–4 weeks. On June 9, 2026, your order was assigned tracking information with the freight carrier, which was within the estimated lead time provided in your order confirmation. We understand that you’re eager to receive your order, and our Logistics team has already reached out to the freight carrier to obtain the latest delivery update. As soon as we receive additional information, we will be in touch right away. We appreciate your patience and sincerely apologize for any inconvenience this has caused. If you have any questions in the meantime, please don’t hesitate to contact us through our Contact Us page or call us toll-free at 888-761-4777, Monday through Friday, 9:00 AM–5:00 PM CDT.

Dear David, Thank you so much for taking the time to share your experience with us—we truly appreciate your feedback, and I’m very sorry for any frustration this may have caused. While we always aim to offer promotions when we can, some brands are not eligible to participate in discounts due to manufacturer restrictions. This is noted on our website banner (“*Some brands excluded”) and within our Terms & Conditions under “Brand Promotion Code Exclusions.” Terms of Use | PatioLiving If there’s anything else we can assist with, please don’t hesitate to reach out through our Contact Us page or give us a call at 888-761-4777, Monday through Friday, 9:00 AM – 5:00 PM CST. We’re always happy to help.

Dear Wendy, Thank you for reaching out. I sincerely apologize for the frustration you’ve experienced with your order. This is certainly not the level of service or experience we strive to provide for our customers. Our records show that on May 19, 2026, you placed an order for the Treasure Garden AKZ13 Stationary Umbrella Base and the Treasure Garden AKZ Plus 13-Foot Octagon Cantilever Umbrella. As outlined in our Shipping Policy and Estimated Shipping Times, the order confirmation email includes an estimated lead time based on information provided by the manufacturer at the time the order is placed. Please note that these are estimates only and are subject to change based on product availability and the manufacturer’s production schedule. If the manufacturer provides an updated estimated ship date after accepting the order, we communicate those changes as soon as possible. Shipping Policy | PatioLiving On June 20, 2026, after receiving an update from the manufacturer, we emailed you with a revised estimated shipping timeframe of June 23–26, 2026. That email also explained that the timeframe remained an estimate, could change, and that our team was available to assist with any questions. We also advised that we would continue to provide updates and tracking information as soon as they became available. On June 26, 2026, you contacted our Customer Service team through Live Chat to request an update on your order. Our team immediately reached out to the manufacturer on your behalf. Later that same day, we emailed you with the latest information we had received, advising that the manufacturer was experiencing a slight delay and had provided a revised estimated ship date of July 10, 2026. On July 1, 2026, you requested to cancel your order. Our Customer Service Supervisor also contacted you that day regarding your request. Because of the holiday week, many manufacturers closed early or are operating with limited staffing, which has delayed their response. We are actively working with the manufacturer to process your request and will contact you immediately as soon as we receive an update. We sincerely apologize for the inconvenience and appreciate your patience while we work toward a resolution. If you have any questions in the meantime, please don’t hesitate to contact us through our Contact Us page or call us toll-free at 888-761-4777, Monday through Friday, 9:00 AM–5:00 PM CDT.