It has been a month since we ordered a Pergola from this company through the Home Depot website. After many phone calls to both this company and lately Home Depot we still don't have the pergola. This company's customer service has mislead us and to this day they can't definitively tell us where the pergolas is or when it will be delivered. Terrible experience from start to whenever it finishes. read more

This is for the online shopping experience, customer support, and product of Backyard Discovery. I'd say, wonderful, overall. I was in the market for a gazebo or pergola, and found the eventual winner. I compared it to what I could find to many other retailers, but I preferred this style (Pergola) made with beautiful cedar wood and steel top, for both looks, price, and reviews. While I paid full price (neighbor got a post-summer discount of $500), it was delivered in about a week, and boxed nicely, I had a team of people put it together, it was large, and needed help. With that said, it has a couple of downers: ================================ 1) It's a beautiful color, but untreated and needs to be stained. You must do it before it rains, but also annually. That's a lot of work. It's recommended that you stain, the first time, before it's assembled. 2) It's a lot of pieces. If you don't want to follow the enclosed instructions, you can use BILT.COM -- very cool! Bottomline: ========== Love it. read more

It took a year ..., We had a pergola installed last June and in was a total mess up. The company they used to install it didn't know what they were doing.BYD sent men out last year to look at it and this spring summer it kept getting worse. They sent two different guys out who new what the were doing. BYD then replaced the whole pergola.We are now enjoying our outdoor living area. Thank you and the men you had replace the pergola! They were great! read more

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I ordered a swingset for Christmas that offered "free assembly" Its been sitting in my driveway for a month and no one will contact me regarding assembly. This was supposed to be a Christmas present for my kids read more

Awful Customer Service, they blame the third party contractors and take no responsibility for the relationship with their customers, stay away. read more

I was super excited to receive. Unfortunately, this company has picked a shipping company that doesn't want to ship and wants to hold on to the items it has been sitting in Redding California since the 13th and now being told there is no ETA for delivery when it's supposed to be delivered today!! It is only 90 miles from where I live! I called and got the worst customer service ever she claims it can take a month or longer before receiving and not sure why Home Depot gave and ETA on there site. I paid $2200 and NO ETA I have contacted Home Depot and informed them that there's NO ETA TERRIBLE customer service they don't care! Otherwise pick a shipping company that will deliver to the customer with a ETA and deliver it by the time as possible when purchasing 18th-21st read more

Backyard Discovery - Shipping - Fitness & Instruction Near Me - Pittsburg, Kansas

I purchased an Oakmont swing set for my first grandson April 2015 from backyard discovery. The swing set is still in good shape besides some normal wear and tear from time and use. I now have four grandchildren who are still enjoying it. I would highly recommend products from backyard discovery. I had to order parts to take care of a few minor repairs needed. If I could give a rating of 10 to the customer service department it still wouldn't be high enough in my opinion. I have dealt with many customer service departments and it usually takes forever to get your call answered no one seems to understand what you need and the problem usually doesn't get solved the first time. It's frustrating and time consuming. I called backyard discovery's customer service to order parts. I didn't know exactly what swingset I had, when I bought it or any paperwork available. They answered my call within minutes, found the swing set and date I purchased it and emailed me the owner's manual so I could order parts. Ordering parts I had issues with my computer I'm also not very good at technology so after numerous calls I was able to order the parts I needed and received them in a timely manner. I can't say enough about how knowledgeable, courteous, professional, pleasant, sincere and helpful Brody, May, Shasha and Summer were. You should take pride in having such wonderful employees because it's rare to see that now a days. They deserve your recognition. Thank you all for your help. Sincerely, Patty Walsh read more

Backyard discovery and GoConfigure worked very hard to fix this situation. They took accountability for 1 employee that was doing the wrong thing and they made it right. I appreciate their efforts and want my review to reflect how happy I am with the finished product and their efforts. read more

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purchased the Fire Fusion Outdoor Kitchen. customer service has been great from the ordering process to assisting with quick replacement of a damaged piece of marble countertop. the kitchen looks amazing in our backyard, and both the grill and pizza oven are sturdy and of high quality! highly recommend Backyard Discovery if you want to elevate the look and function of your backyard! read more

I broke several pieces of my new gazebo trying to construct it on my own. I had some trouble ordering replacement parts on the website. I was able to easily contact a rep by the online chat feature. They got my order and warranteed the parts!! Who does that? Thank you! read more

The kids are enjoying it. That's pretty much all I wanted out of the swing set. It's not amazing but it's cute. Not the best quality of construction but I don't think that is unique to this company. They are all low quality to high cost. Missing hardware and we had to get more from Home Depot. Clubhouse door is not exactly right and it sticks when kids try to use it. I can't say don't buy it but it's wouldn't exactly say this is the company you should 100% go with eit read more

Backyard Discovery - Fitness & Instruction Near Me - Pittsburg, Kansas

Our landscape designer had a Backyard Discovery ramada installed at our Arizona home. It lasted about 18 months. The roof peeled and the wood split (even after being treated on installation). Backyard realized it had a problem and sent us replacement material to rebuild the ramada. They sent the wrong size material. It took months and months for the company to re-send the right materials, which now sit in my backyard getting destroyed by the summer monsoons. The problem is Backyard subcontracts installation to another company called GoConfigure, which is so inept it couldn't organize an ice cream social let alone a reconstruction. I just can't figure how a company as badly run as GoConfigure even exists or why Backyard Discovery deals with such ineptitude. read more

I am disappointed with my experience with this company. Due to an error on their part my swing set was shipped to me without any hardware(nuts and bolts). This was very disappointing due to the fact that I hired a contractor to put this together and as they sorted through the set they realized that it was all missing. So I paid him for the day but had to schedule an additional day due to their error. They agreed to ship out the missing parts overnight and I received them Then the parts they shipped weren't correct and some were missing. I called in and told them and right away I was treated as it was my fault and that I must have done something wrong. I told them what parts of the playground still couldn't be assembled due to missing parts It was then asked of me to cross reference the instructions and to tell them every bolt and part number that I needed instead of them trying to work for me (the customer) by paying attention to my complaint and making this a good experience The resolution could have been very simple I let you know that the slide and bench and ladder still are missing the hardware and you send me the parts If you wanted to show that you care and stand behind your product you could even of had one of your installers come out and finish the few parts for me since I have paid for two days and still do not have a complete set due to your mistake It is a lot easier though to point the finger at me and ask me for part numbers and not offer a real solution I do not recommend this company due to lack of professionalism and care for their customer read more

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While we experienced many of the same issues as others have mentioned here, our overall experience with Backyard Discovery was great and I would highly recommend them to anyone with a little DIY ability. Unfortunately shipping was delayed on us, because the shipping company lost our slide in transit! Sams was literally no help with finding the order but after calling Backyard Discovery we got our answer within minutes. We also have had a couple of boards that cracked in various places and needed replacement. The company was very responsive and the new parts were delivered within days. I could see how this is frustrating to some people but this is common when working with wood kits. Boards crack and split no matter what you do. The one recommendation I have is to mark your boards a little more clearly. Most of the markings on my boards were highly faded and it made it a little harder to assemble. Overall fantastic company and top notch customer service. read more

DELIVERY and ASSEMBLY PROBLEMS. I have 4 young children all excited for a new playset. We had high hopes for a new playset that included assembly! However, now that I am in the thick of it, I am extremely disappointed with the backend (product delivery and assembly) side of the process. The product was dropped (without a phone call) on the side of our curb, hanging off into the road and on display to a major intersection to potentially be stolen, then we were assigned an assembly date (confirmed by 2 emails and a series of texts) only to find out that it wasn't really assembly they were setting up (mind you, my husband and I took the day off, made sure the old playset was dismantled in the dark last night and promised our 4 kiddos that it was getting put together today) only to find out that the third party wasn't really setting up assembly, they were setting up a technician to come move the three boxes and slide off the curb and to a safer place. The third party claimed that their system "messes up" sometimes and calls it assembly, but it's not really...BUT it will be assembled before January 19th! CRAZY! We have now spent a combined 2 hours on the phone with this third party over the delivery issues and the failed assembly date! Not the way we wanted to spend our 16th wedding anniversary. Our kids are so discouraged, and we are beyond frustrated! Do better Backyard Discovery!! read more

We purchased this play set for my sons birthday. It took a few weeks to receive, came in individual pieces in 4 boxes. We put the set up, which took two and a half sold days of work for the two of us. We followed instructions to the letter to ensure maximum safety, and staked the play set into the ground as instructed. However, it was a bit squeaky and shaky. We were planning on stabilizing it when we had some more time to dedicate to the project. A few weeks go by and we had a wind storm (common in the area). The play set was COMPLETELY DESTROYED! The top story of the set had blown off and splintered everywhere, the swing was overturned and twisted. We managed to salvage the bottom story of the play set, which, again, was completely STAKED DOWN. I called Backyard Discovery to see what they could do to hep, seeing as we had only had the play set 1 and 1/2 months and paid $1600 for it. I initially spoke with Angela, who stated that the warranty did not cover wind damage. When I asked what did their assurance that the set was WEATHER TESTED mean. She responded that WIND IS NOT CONSIDERED WEATHER. What??? She stated that if i sent her pictures and a list of parts that she would talk to her manager and see what they could do. So that is what I did. The offer they came back with is that I could buy the parts, or I could purchase a new set at half off ($750!). I stated that we could make pieces work if the cost was too much, but we were answered with the same response. I am not giving this company another dime of my money. Now we are out $1500, have a mess in our yard, and a unhappy toddler (and angry mom and dad). I am so disappointed in this whole experience and feel like I've been taken for a ride. read more

Backyard Discovery - Within 1 1/2 months of having it set up, this is what happens when some wind comes through. - Fitness & Instruction Near Me - Pittsburg, Kansas

I could not be more impressed with the support from this company. Earlier in 2021, a tree branch damaged the upper parts of my Backyard Discovery playset that I had purchased and constructed seven years earlier. When I found out that the model had been discontinued in the meantime, I expected that their support department would give me the runaround, gouge the bejeesus out of me, make me wait forever, or tell me I didn't have any option but to buy a full new set. Instead, I indexed the parts I needed and called BD, the rep was able to locate and price them immediately, the 20-plus pieces of wood and double handful of hardware came to less than $80 including shipping (during a nationwide lumber shortage no less), and the entire package was in my hands two days later. Everything bolted together and to the old set properly and the set has been returned to service. Just a terrific experience in standing behind their products; they will have my business in the future and I would recommend them to anybody looking for prefab outdoor equipment. I will say that, like other reviewers on this site, my original package in 2014 contained a couple of incorrect parts. They replaced and shipped them promptly, but I can imagine that if I had a contractor scheduled I would have found this annoying. It might be wise, from any vendor, to make sure that all parts are present and correct before the intended date of assembly. read more

Very poor. I was expecting my Pergola to be delivered on 1/18. I called to follow up and was told to call the shipping company. I called the shipping company and they would call me back. I called them back and was told to call the local delivery company. The local delivery company said they didnt have it yet but would call me back. I didnt get a call back so I called them back 4 hours later. At this point I have already sat at home for 2 days waiting on this. Then they told me they would have to deliver it the next day. And referred me to backyard discovery for any complaints. I called backyard discovery and was told I needed to call the delivery company. Very frustrating since they have told me in an email to call them with any issues. read more

I am very frustrated and disappointed with the shipping of my order for a 10 x 14 Pergola. The website advertises 7-10 day delivery times. I purchased a pergola on 3/30/2022. The email and tracking number indicated delivery for 4/12/22. I spent over an hour contacting the freight carriers......get moved from one person to another. Finally, I found out my order would not be delivered tomorrow as indicated on the website. I also found out my shipment had not even arrived at the carrier...The website advertised date is only delivery to the final destination carrier and not to the customer...This is not being HONEST with customers. The local carrier indicated I may receive my shipment on 4/20-21 or 4/27-28- no promises! I've now had to reschedule the contractor that was building the patio for the pergola and must now store the pergola packages in my garage for who knows how long until the contractor can work me back into his schedule. The delivery dates are misrepresented and Backyard Discovery knows the dates are wrong on the expected delivery date. I would not buy again if I have a hard delivery schedule to meet. read more

I purchased the Saratoga Cedar swingset on May 14, 2018 and when it was opened by an installation team came with 13 broken boards. I received a rush and got replacement parts in a little over a week, also with broken boards and then realized there were missing parts and no manual. The installation team ordered the parts 3 weeks ago and when I call I was told the order was placed 6 days after that and there was no time frame on when I would receive the parts because they had to be made. If you can get 13 boards in a week, you should be able to better than "no timeframe" on 7 after 3 weeks. After 2 months waiting on our play set, I wish I would have done my research. Very unhappy with my purchase. read more

TERRIBLE CUSTOMER SERVICE after I spen $2200 with them Paid $659 for them to set up. It got delivered and I had to help shipping guy unload truck 5 big boxes. Just for them to sit in my yard for a month. They don't care about customers. If I had never called them they wouldn't have called at all. Once u pay for order they don't contact. If you do order Order way early they are slow and have NO COMMUNICATION. read more

TLDR: Great customer service! We ordered one of their products through their website and hoped that it would arrive in time for our son's birthday party. While shopping for party supplies, we found the exact set at Walmart! Now we knew that it would be a 15% restocking fee if we cancelled the order after it shipped, so we double checked our emails, and purchased the Walmart model. We called the company to cancel and due to it being a Sunday, the representative said she'd set it up to cancel the next day, Monday. Moments after hanging up with her we received an email saying the set had shipped 2 hours ago (thanks to poor cell service inside Walmart)!! We called back immediately to cancel our cancellation and got a different representative who just wasn't as knowledgeable as the previous employee but still exceptionally nice. She told us everything would be fine, that it didn't look like it had actually shipped on her end, and that the transaction will go through normally. We could then return the Walmart set and just wait like we had planned Well we were receiving email updated about the shipment and eventually it said it was delivered back to the same address that it had come from. Our original cancellation had gone through. Thankfully we didn't return the Walmart play set as we wanted our son to have something to unwrap from us, even if it was getting returned to the store. Still we were very concerned as they were very clear about a 15% restocking fee so we called the company and they were SO NICE and UNDERSTANDING that they waived the restock fee and refunded us our original purchase! Talk about good old fashioned southern customer service. Thanks ya'll!! read more

$800 and 2 weeks later we finally recieved our Prairie Ridge swingset. It came on a freight truck in 4 different boxes. Bolts and screws were missing, some of the boards didnt even have the holes drilled in them, a few of them were drilled in the wrong places, and the instructions were in spanish 1ST complaint. It took 4 adults 2 days to put this thing together. We did our best to make it as stable as possible even staked it to the ground as suggested but the whole set weighs prob 15 lbs if that. The wood is flimsy and soft. My kids are 3 and 5 its a total of maybe 50 lbs on the set at a time and it creaks and sways as they play thats my 2nd complaint. They get barely 2 weeks of play out of this thing and we get a simple ga thunderstorm. This thing was such a POS the whole thing was destroyed. No big deal right? There is a warranty that should cover everything! We followed the manual to a T just as it states for the warranty! Wrong storm damage is apparently not their fault its ours. 3rd Complaint! What a freaking joke! $800 down the drain for 2 weeks of entertainment. I am beyond pissed and will NEVER purchase anything from this company again! My advice if your thinking about it DONT DO IT! Its not worth the money or headache. read more

Purchased a beer cart from Backyard Discovery and after putting it together found we were missing a part. I called the company and had the part delivered just days later. Thanks So happy for good customer service. read more

Excellent customer service. I got a playground from an online retailer, some parts were missing. I went on the website, registered, and ordered parts online. They were sent free of charge. It was a Sunday, Sue from customer service called me to let me know I put in the wrong state. Great catch by her. She corrected my address and told me my order would be shipping out the next day. Thanks for the great customer service! read more

I purchased a Backyard Discover playset in April of 2017, and in only one year the playset is unsafe for my daughter and her friends to use. The wood is splintering in various places, and the entire playset creaks and moves with just one 45-pound person swinging on it. Now, we live in an area that gets moderate snow - upstate New York. However, we made sure to seal the wood within sixty days of having it installed. There is no reason why this playset should have only lasted one year. Now, this may just be my own personal experience, but I can't help but think others have faced this same issue. At $1200 I guess I shouldn't be surprised - you get what you pay for. I ordered a playset from a different manufacturer that is three times the cost, but I was able to see the playset in person. It is made from wood, but the wood is covered in vinyl and is virtually maintenance free. I would advise anyone looking for a playset that will last for years and years not go for the cheaper playsets. I do not recommend the Backyard Discovery Playsets. And remember, you can't rely on the online reviews because people leave the reviews a week to a month after they've had it. They generally do not come back after a year and tell you how it has been performing. read more

Purchased a HUGE playground from them via SAMS Club including install. After waiting 2 weeks for them to install it, the day finally arrived. The install team made it known that they had to drive over 2 hours to my house but they were nice team of 4 guys took almost 8 hours to build it. Upon inspection they cracked several boards with screws, boards were pealing and splitting and they told me a few others they could not do anything about as they would have to tear down the entire set and rebuild it and that was not going to happen. I walked the entire set and they took photos of everything. A month later parts finally arrived and another install team of 2 guys showed up and wrong boards were ordered, others not ordered and yet all of the splitting boards they did not order. They told us they would reorder and another team to come out, yet weeks later no one has called or emailed us. I reached out to their corporate office and ended up speaking with their parts manager who asked me to resend photos to her I did LOTS and the next day she calls me to tell me she will replace about 50% of them the others are cosmetic and she will not replace them, she offered to send me a small bottle of stain and I could sand them all down and apply the stain. When I said NO I purchased this brand new and it's their responsibility to replace the bad and defective boards she said she has worked for this company for 8 years and this happens and this is what they do. So if you are looking to get a playground for your kids look elsewhere then to use this company their customer service is awful do some research on google and review all the horror stories from people like myself dealing with them. read more

I honestly can't tell you about the quality of the woodland playset we ordered because it is still sitting in the garage unassembled. First strike is that we got the call to confirm delivery and were told someone needed to be there to sign. No problem. Then the delivery guy called a half hour before delivery to say he was on his way and to make sure there was help for him. I said for what and he said he needed help lifting the 200 lb - 10 ft long boxes out of his truck. I am a stay at home mom with two little ones running around and definitely not capable of lifting 200 lbs. my husband works and couldn't get out with such late notice. I had to scramble to get my father to leave work to help. STRIKE ONE. We also paid for installation as my husband works long hours and weekends are packed. The company they paired us with for installation, Go Configure, has terrible customer service and we were told a technician would be out 7-10 days after delivery to install (confirmed this multiple times with multiple customer service reps) but was instead given an install date nearly a month after delivery!! now I have giant boxes taking up space in my garage with a play set my family is dying to use but won't be able to for weeks. Extremely disappointing and frustrating. read more