Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 vita lounge chairs from Inside Weather that failed catastrophically during normal 3yr use. The hardware inserts ripped out of the seat frame and the chairs individually collapsed rendering the chairs unusable and unsafe. Assembled per the instructions and tools supplied.I provided detailed photos and requested a resolution. Inside Weather responded by blaming me for the issue, citing over-tightening, and dismissed any responsibility. They acknowledged the damage but concluded it was not a manufacturing defect. Their only suggestion was a DIY epoxy repair, despite the fact that the failure caused injury and makes the product unsafe.The chairs were outside their 1 year warranty (other quality furniture manufacturers offer 5, 10 year even lifetime warranties), but the issue is not about wear and tearits about poor design and low-quality construction that couldnt withstand normal, expected use. Worse, customer service was dismissive, rigid, and unwilling to accept any responsibility. Rather than help, they deflected and implied user error, despite clear evidence to the contrary.This has been a deeply disappointing experience from a company that claims to value customer satisfaction and sustainability (chairs will have to be taken to the local land fill now as they are junk). I want other consumers to be aware of the quality risks and the lack of support when things go wrong. 50 complaints and rising proves this company should be avoided at all costs to avoid disappointment and adding your name to the growing list of complaints on this website. I'm sure the owners will respond citing one year warranty and offering apologies etc. just as they have done with the other 50 complaints, hollow words indeed.?Desired Resolution:I am seeking a full refund or replacement and acknowledgment that this was a product failure, not user misuse. More importantly, I want this complaint publicly logged so other customers can make an informed purchasing decision.

  Business Response

  Date: 07/25/2025

  This customer is correct that we offer a 1 year warranty on our products. This product is outside of the warranty period. Additional warranty coverage was offered on this item for an additional cost, but I am not showing the customer opted for that service.
  
  Having sold thousands of this model chairs we can tell when a power tool is used to assemble the piece as the inserts come out with the screws just like the pictures indicate. We would also note that one image of an empty hole shows additional circular damage which would have been caused by the power tool slipping during assembly offering additional indications that a power tool was used for assembly. The tool we provided with the item ensures that over tightening is not possible.
  
  We also observed that the images all appear to be one chair which you can tell my focusing on the wood grain. One of their chairs isn't even the same wood color, so they have not documented any damage to the other two chairs.
  
  Even though the warranty is expired, we did still offer to check and see if any replacement parts could be sent to help them repair the chair. That said, upon further review of the images by our GM, we determined that in pulling the inserts out of the chair, they would need to resecure the holes in order for it to be structurally sound.
  
  Since these were made with Baltic Birch from ******, we likely cannot offer to replace any of the wood elements or a complete frame replacement. The issue continuing to source wood from that region given the political and humanitarian climate there forced us to discontinue the chair.
  
  We are still happy to ask our warehouse for replacement cams (inserts), hardware and tools. We would recommend the customer loosen all of the bolts in the other two chairs and resecure them using a hand tool like an ***** wrench to avoid additional chair failure.

  Customer Answer

  Date: 07/28/2025

  I am rejecting this response because:

  Thank you for your response though Ill be honest, it reads more like a finger-wagging lecture than any sincere attempt at customer service.
  
  Let me be crystal clear: I did not misuse a power tool during assembly, and to be accused of that based purely on speculative interpretation of images is insulting. Suggesting that your company can magically diagnose misuse from a few photos is not only absurd, its condescending. The tool provided with the chair was used, carefully and precisely, and yet the product failed. Period.
  
  As for your observation that only one chair shows damage is incorrect, if you actually read my complaint you will see that TWO chairs collapsed within days of each other. 
  

  You are basically covering old ground, the fact that your company has over 50, yes 50 complaints against it and a 1.75 rating out of 5 star speaks volumes. All I hope to gain from this experience is to strongly warn others from giving you any business. Im very confident that every one of the other 50 complaints along with mine will achieve that, probably the worst company Ive ever had the displeasure of dealing with. The BBB should drop you as a matter of course.

   

  
  

  Business Response

  Date: 07/29/2025

  It sounds like the customer knows that they cannot get a refund or parts for free more than 2 years outside of both our return and warranty periods ended and merely want this on record. The BBB has given us a rating based on our order/complaint ratio. Many competitors have a much larger BBB footprint, which we are proud of. That said, you cannot help everyone. This product is outside of the warranty period. Additional warranty coverage was offered on this item for an additional cost, but I am not showing the customer opted for that service. We do not ask customers to review us on the ******************** yet as we like to have all of our positive feedback on our site.

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've done a lot of business with this company and I have had wonderful experiences until now. I have a modular sectional than I'm reconfiguring and need 3 new parts. They're having a sale offering up to 50% off. I should also note that in purchasing other parts over the years they have offered me an incredible returning customer discount.I reached out to them over a week ago to get 3 back/arm pieces in espresso and they quoted me $750 -- which is more than I could purchase a whole chair for ($721). I thought surely there must be a mistake, but for the last week and a half they have reiterated that price. It feels like a complete slap in the face to a customer period, but also a returning *********** addition, they're also told me the Bondi configuration cannot be changed and have told me I am damaging it. Their website shows it is modular and washable -- the whole draw to the furniture.They've been rude and clearly so not care about the consumer experience or customer loyalty by wanting to charge me MORE for 3 parts than an entire product. I'm flabbergasted and do not want anyone else to have such a horrible experience.

  Business Response

  Date: 07/18/2025

  I have included the entire interaction with our representative for review. I have read it and do not feel our team was rude. Sometimes it can certainly feel that way when you do not like what you hear. Because we have a specific fabric on clearance it is actually better to add a section than the parts.
  
  We do offer discounts on fabric and fill, but usually not on the wood. The wood sections come prepacked from our factory, so to sell those parts we have to remove them from prepacked boxes and store the additional parts.
  
  We have changed our policies and no longer offer as much flexibility in the pricing as we did before. As a business sometimes you need to make policy changes. We did offer 5% off and the customer was not happy so we offered 30% off and they have not replied. That is above our old returning customer discount and again we normally do not discount the wood elements. If she references her order from November 2024 when she ordered a leg, she will see that no discount was applied.
  
  Discounts and special pricing is up to the representative when it comes to fabric and fill, but we do not offer discounts on wood. I would highly recommend she take the representative up on the 30% offer which was approved my management. Alternatively she can order the armchair pictured even though it is not in her fabric and have some additional spare parts.

  Customer Answer

  Date: 07/18/2025

  I am rejecting this response because:

  This company has turned the problem around on the consumer.

  In my last communication with the representative, they admitted the communication fell short and that they provided inaccurate information by completing contradicting the modular advertising for the product.

  Additionally, I had several orders in 2023 where I was given a 50% off returning customer discount. I wouldn't expect a discount of a $10 item.

  Again the logic to have a loyal customer purchase more than what they need instead of helping them seems completely illogical.

  I find this company's recent communication to be appalling and unlike the Inside Weather I became a loyal customer to. I can understand why their consumer rating with BBB falls below a 2 star.

  
  

• Initial Complaint

  Date:06/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the "Modular Bondi Espresso 2-Seater Sectional in Evergreen | Memory Foam Blend" on March 24, 2025. I bought this particular product because the couch covers were advertised as pet-friendly. The couch arrived on May 22, 2025 without the couch covers we had ordered. We immediately alerted the company and they wrote that they would be shipped in 3-6 business days. Despite numerous follow **** they were not actually shipped until June 11. Now, on June 20, they still haven't arrived and ***** tracking shows them as "in transit" yet customer service told us they are "out for delivery" which is a lie. This product was specifically advertised as being cat scratch resistant and yet the couch has been sitting in my home unprotected for over four weeks and has been damaged by my pets due to the negligence of this company to correct their mistake within a reasonable timeline and to follow through on their promises.

  Business Response

  Date: 07/03/2025

  Our delivery company lost the covers.  We sent replacements, but they are currently lost in transit.  We have sent some immediate replacements minus one cover that would take more time and compensated the customer for the inconvenience.  

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a couch from this company. When it arrived both our professional decorator and my wife and I determined that the company's web site did not accurately describe the product. I have found a number of similar complaints on social media. The company agreed to take the product back but charged a high restocking fee. They eventually returned half the fee but not the full fee. This is not an issue of not liking the selection but rather an issue that the product that showed up at our door was nothing like the picture on the web site. The product was inferior in every respect and quite frankly we have never been this disappointed with a furniture purchase over the past 40 years.

  Business Response

  Date: 04/14/2025

  The issue with the item was actually the fact that it was assembled incorrectly and although we had solutions and corrective actions that covered each of their concerns they elected to return the item instead of correct the assembly issues created by the delivery team.  We certainly wished they had set it up properly to make an accurate first impression.

  The designer that ordered for them was told the fees before choosing to return the item.  They waited until the return was complete (and cost of pickup absorbed) before expressing any dissatisfaction with the return policy (that is visible from every page on our website).  

  After discussing the fees they agreed to initially with a manager, he approved refunding half of the fee.  However, after reviewing the photos and seeing how the assembly team made such a bad impression by setting it up incorrectly, I agree with the customer and will be refunding the card on file the remaining balance of $852.50. I am sorry that this poor assembly did not set up this experience for success.

  Customer Answer

  Date: 04/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased this couch in October of 2023 and had three warranty ***airs within the year warranty time with numerous other issues they did not address. Now the suspension system is literally ripping in half and they refuse to work with me on it without me spending another $400 on the already $5000+ couch. These are clearly not the quality products they promise them to be and the customer service is often rude at times. The last warranty ***air customer service *** tried to make me feel like they were doing me a favor and wouldnt do me any more favors, telling me those words actually, despite it being in the year time frame and still covered under warranty. They are rude and do not care about customer satisfaction or standing by their expensive products. So extremely disappointed and hope to help others avoid this costly trap.

  Business Response

  Date: 04/14/2025

  This customers order was delivered in October 2023. We offer a 1-year warranty on our products. Our warranty covers manufacturer defect for one year. This means you have 1-year to identify any defects with your product.
  
  
  At 4 months, the customer did not like that the cushions would sometimes shifted out of place, so we sent a bunch of pads that create friction for them to add to the corners of the frame. This is not a defect, but we wanted to help the customer. When the straps break in and settle it cradles the seat cushion, but while that break in happens they can shift out of place. The customer installed them by stapling them directly to the wood frame in the groove of the frame rendering them ineffective. One pad was stapled right next to the strap that is the source of the most recent customer complaint which is how we know this. So if there was a defect, we believe it would have been noticed at that time. They also said they may have chipped a wooden seat frame repositioning the cushion so we sent an entire seat frame as well for the chip.
  
  
  At 6 months the customer reached out as one back/arm frame piece was showing signs of wear along the edge in what the customer described as a high traffic area. This was not covered by the warranty, but we provided information about a product they could use to keep scratches and nicks blended in with the wood finish. This is a case of heavy use, not a defect.
  
  
  At 10 months the customer said the friction pads were not working so we offered a more permanent solution. They also complained about an insert losing loft and although this is almost always a sign of misuse and not a defect, we also replaced the insert. This is a case of heavy use, not a defect.
  
  
  At month 15 the customer reached out about another seat section losing loft. We agreed to send one more insert as a courtesy, but told the customer that she was already outside of the warranty and we would not be able to send any more parts for free.
  
  
  A month later the customer reached out again and provided a photo of a support strap that seemed to have been partially cut or fraying along the side which we have never seen except for one time when a customers dog chewed on the strap. They normally, if defective, fray at the staple point along the frame if they do at all. We told the customer that this would not be able to be covered by the warranty, but that it was not a defect and should not effect the use of the sofa. They had said they only saw this imperfection, not that it had caused any issues. We quoted the part and extended a discount to the customer. We also provided low cost and no cost alternative solutions. The customer then got upset, demeaned the team and took it to social media.
  
  
  We will still offer a replacement (although not needed) and even increase the discount from 20% off to 50% off.
  
  
  

  Customer Answer

  Date: 04/14/2025

  I am rejecting this response because:

  misuse of a cushion causing the cushion to deflate after 10 months?! Whether it is heavy use or everyday use, there is absolutely no reason why a cushion would deflate after less than a year! Then to have another one deflate a little over a year and, by the way, two more have since deflated! This isnt MISUSE from sitting on it, which is all we have ever donelike you would expect a consumer to do with a COUCH, it is obviously a design flaw. 
  

  regarding the pads you sent, we ONLY stapled them in place in hopes that they would work as you suggested they would because if we set them on the frame like instructed, all they did was slide off!!! 
  

  as far as the most recent concern, the support strap, it is 100% impossible for our elderly Great Pyrenees dog, who can barely get up on his own, to get under the two inch gap at the bottom of the couch to chew it and we never have the cushions off to clean or rearrange with him in the room due to safety concerns. It clearly was a faulty strap as it only happened on the one spot and it was on the cushion that had the most friction and slippage. But rather than accept this possibility, you instead essentially called me a liar. This was after the customer service *** was rude to me when I inquired about the second cushion and he told me they had already done me a freebie favor and wouldnt help me again after this last favor only to have to eat his words when it was pointed out the previous favor had been covered under the warranty period and not a favor at all  

  just look at all the complaints. All these people cant be wrong. This couch is poorly made and the customer service is even worse. Also it is fully within my rights to voice my complaints and experience on social media. If you cant handle hearing negative feedback, stop being a terrible company 

  
  

  Business Response

  Date: 04/30/2025

  Although the customer warranty is expired and even though the damage to the seat frame could not be caused by any defect, we will send a new seat frame to the customer.  The customer needs to fully understand that their product is not under warranty and no further parts will be provided and no discount on future parts purchased will be provided. 

  Customer Answer

  Date: 05/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:01/13/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Inside Weather and decided to cancel due to a conflict or preference in our household. I have asked repeatedly for the order to be canceled and for confirmation. I have received neither and I am still being charge installments by a third party financier (Shop Pay). they can only stop charges or give refunds when the vendor notifies them of the cancellation which they have not. Additionally, It is incredibly difficult to make contact with someone who can help me. The do not a list a direct phone number and their "customer service" is a bot.

  Business Response

  Date: 05/07/2025

  I am very sorry for the delay and it taking additional months to resolve this complaint. I retired as the companies Head of **************** in September of ********************************************************** place since my departure. A few months ago they reached out and "pulled me out or retirement" as they knew that the customer service was not up to our expectations for customers.
  
  We have recently doubled our staff to help with the sudden rise in business which was causing some delays. The customer reached out 12/17 (2 days after placing their order) to cancel it, however once quoted the cancellation fee, she did not confirm that she still wanted to cancel the order but instead asked for a quote for parts. The hold on the order was removed and order resumed. Then on 1/8 they asked to cancel the order, but by that time it had shipped. We had to wait for the order to be turned around before we could issue the cancellation refund which was processed on 1/17 and the finance company was informed on 1/18.
  
  By way of apology for the unclear and communication caused by our growing pains, I would like to offer a gift card equal to the cancellation fee charged for the order. They have other products from us and that parts order still waiting, so this will help to make that purchase and the changes they wanted for their space. I would refund it, but refunding thru the finance company is a long process for customers which I feel would further aggravate the customers experience.

• Initial Complaint

  Date:11/02/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Bondi sectional on August 28, 2024, and received it on October 31, so it took two months to arrive. Upon assembly, the delivery team informed me that ** sent two incorrect modules. Instead of 2 corner modules, 2 armless chairs, and 2 ottomans, they send 2 ottomans and 4 corner modules. I can work with the corner modules sent in error, however, one item must still be replaced (one ottoman must now be replaced with an armless chair module) and additional cushions backs are needed to complete the arrangement. I immediately tried contacting IW via phone and online chat (no one ever answers either), and after waiting all day for two consecutive days, I received a minimal reply with no resolution in sight. What I realize now is that, unfortunately, there is no actual dedicated customer service team or person for this company. I came to BBB to find a plethora of complaints that I wish I had seen before purchasing from **. I'm making this formal complaint hoping that it will expedite a resolution from IW, since they absolutely should have addressed this error with me by now (in a meaningful way) and initiated a suitable replacement order. I'm justifiably concerned by and disappointed with the total lack of service thus far (especially given the $3,600+ I paid for this sectional), and hope IW has the integrity to resolve this without further delay. If they do, I will come back here to advise.

  Business Response

  Date: 05/07/2025

  I am very sorry for the delay and it taking almost 6 months offer to resolve this complaint. I retired as the companies Head of **************** in September of ********************************************************** place since my departure. A few months ago they reached out and "pulled me out or retirement" as they knew that the customer service was not up to our expectations for customers.
  
  i see that the customer was sent extra arm/back pieces instead of legs in a few sections which caused some confusion as the representative thought that she had too many parts, not too few. But we were able to determine that the team built it wrong because of our packing extra arms instead of legs in error. We sent the missing legs and the customer has since added to their Bondi sectional so we believe this issue to be resolved.
  
  We have more than doubled our staff in the last 6 months to align with our increase in sales so that communications are not delayed, however we are still unable to turn on live functions although we hope for them to be implemented in the next few months.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $5,000 couch from this company in Aug 2024. The lead time was around 3 weeks, set to ship mid-September. Once late September rolled around I reached out to them because I could not see any updates on the Order Page like they said that I would be able to. They said there must be a glitch in the system causing me not to be able to see any status update-- that my order had ran into inventory issues, and was slightly delayed. However, I got a notification two days later that it had arrived at Blue trucks shipping warehouse (it was now Oct. 2nd). At this point I informed the *** that I had sold my existing couch and had been sitting on the floor, so I wanted to know how long it usually takes to arrive to the customer from the warehouse. She quoted ***** days. It is now Oct. 15th and there has been no movement on my couch. Anytime I call the shipping company to inquire about it, they push it out an extra week... First it was shipping the week of the 14th, then it was the week of the 21st, and today when I called they said it would be the week of the 28th or NOVEMBER 4th! I told them this was absolutely unacceptable. If your system says its scheduled to go out on the 14th, it should be in your system to go out. ** wont even answer my emails anymore, probably because they feel like its not their issue because its the shipping portion. But the thing is, as a ***utable company that they claim to be they should be ensuring customers are well informed and have REALISTIC expectations. I have been given the run around since the first time I reached out, and at this point, I am ready to return the entire product or talk to the attorney I work for about this entire thing. My elderly parents come in town this weekend and I have no where for them to sit. Its just really messed up. And I take the company's silence as the worst slap in the face. Do not buy from this company for the price tag, you can definitely find better.

  Business Response

  Date: 05/07/2025

  I am sorry that our system was glitching for this customers experience. We are implementing AI and advanced technology to help automate the customers experience and although each issue helps our system improve it is an imperfect system. I do see that we shipped less than a week outside of our original estimate and we offered and applied a $247 refund for the delay. We only provide estimates and not guarantees because each piece is custom made for each customer.
  
  We do not recommend any customer gets rid of their existing furniture until delivery is made (or at least is scheduled). This customer got rid of their old sofa before they even had tracking based on merely a shipping estimate. We do not ask or require old furniture to be removed or moved before the delivery team arrives. We believe the source of panic stemmed from this premature selling of their old sofa.
  
  Delivery is the part of the experience in which we do not have control over. We were unable to provide delivery timing information as that is not handled by us or within our control. When the customer reaches out with a delivery question, we need to relay to the delivery company who relays with the local hub and then the relay has to return. It can take several days so although the customer may have felt unheard at times it was merely because we were waiting for the relay. This is also why we recommended several times for the customer to reach out to the carrier directly to remove some of these layers of communication. We now have the expectation that an order takes 21 days from when it leaves their warehouse to reach *****, information gathered by completing deliveries and putting measures in place to avoid this moving forward.
  
  The delivery company scheduled delivery the week of 10/28 but ended up delivering a few days earlier (10/26) because they created an opportunity. In addition to the refund already applied we offered further saving should the customer want to add to their collection in the future. They did not refuse the delivery, cancel the order or initiate a return so our hope is that they are enjoying their Bondi even though it took longer than they had hoped for delivery and when they are ready to add accessories, a storage table or new covers, that we will offer a fair discount like the one we offered initially when they chose the refund instead.

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A month after the 1 year warranty the seems are starting to pull apart. The fabric dye also stained the would and there is no way to clean/remove the color. The couch is used by only 2 adults and 1 dog which they explicitly market being pet friendly furniture. Ive tried to email and submit reviews and have never heard back and negative reviews are not posted. This is deceptive marketing and believe there is serious quality issues that are being hidden. Weve never had this type of issue with furniture and have couches last us several years. While I understand normal wear and tear, this couch appears to be defective.

  Business Response

  Date: 05/07/2025

  I am very sorry for the delay and it taking over 6 months to offer to resolve this complaint. I retired as the companies Head of **************** in September of ********************************************************** place since my departure. A few months ago they reached out and "pulled me out or retirement" as they knew that the customer service was not up to our expectations for customers.
  
  I reviewed the customers case history fully. They ordered in May of 2023 and it was delivered in June 2023. We offer a 1 year warranty on our product. I am not seeing that the customer reported either of these issues to us (within or outside of the warranty). If they had reported these problems to us, even outside of our warranty, we would have offered assistance. Perhaps she used a different email to reach out about these issues, but I could not locate any record of an interaction.
  
  Although this fabric has been discontinued due to demand/pricing (not quality) we would have offered to replace the seat cushion cover outside of the warranty at a special price ($26) to help resolve the customers concern. I assume they have taken it to an alteration shop already to repair the seam, but if not and if they are interested in getting it replaced, they can email ********************************** and we will honor this pricing. I just confirmed with my warehouse that we have enough of this fabric left to make the cover, but not much beyond that so I can only honor this offer if we still have the fabric so time is of the essence.
  
  This is the very first time that I have seen fabric rubbing off onto the wood in this manner and I am not showing we have had any other reports similar. This is not a transfer of just the dye but tiny particles of the fabric and is likely happening because the wood has not been oiled or waxed and is drying out. We do not add chemicals or seals to the wood with intent to offer the cleanest product possible. To resolve this the customer should first remove the tiny fabric particles from the wood and then apply furniture polish or oil to revitalize the wood arms. Keeping the wood hydrated will prevent this moving forward. If they cannot wipe the fabric particles off easily they can apply a small amount of baking sofa mixed with water or non-gel toothpaste to help grab and remove them. Again, this recommendation is from searching the internet, not from experience because this is a first.
  
  I would be happy to work thru these issues with the customer if they would like to reach out to support. They can ask for ***** to be directed to me personally for resolution.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture from this company knowing there was a fee if I wanted to return it. I did read the policy on the website. I contacted the company the day the furniture was delivered. I knew it wasnt going to be at all comfortable for me. At that time, the furniture was in my house for about 4 hours. I was given the ok to continue with the return & was told a third party would be in contact about scheduling a pickup of the furniture. I received a text from ***** to start the process as he would be the one picking it up. He mentioned if I thought the furniture could fit in his trailer and vehicle. I was concerned because he said this was an open trailer. To my knowledge, it was going back to ****** was concerned about damage being done to the furniture during transport. When I expressed my concerns to *****, he told me he doesnt work for Inside Weather and he would be reselling the furniture. This is not whats stated in their return policy. When I further questioned the company, they emailed me saying the environmental fee is to keep furniture out of local landfills. Which was never going to happen in the first place. If this company is not abiding by their own policy, then why am I not getting a full refund on a product that wont be returning to their warehouse as it states on their website? I cant find anything that says this is a possibility, and wouldnt have bought the furniture as this seems relatively unethical. This company was clearly not transparent with what actually happens to returns. In fact, they downright lie about it on their website.

  Business Response

  Date: 07/30/2024

  Thank you for your concern. It is important to us to reduce our environmental impact to the best of our ability. We look for ways to reduce unnecessary long distance shipping of large products and to keep our returned products out of landfills and in use. Our returns team dedicates a large amount of time to find local companies across the ** to help us accomplish this. 
  The environmental fees go to pay for the extra time and effort we spend finding alternatives to traditional shipping and disposal and go to paying the local companies to pick up the items and rehome them, this is not a free service. The fees associated with this approach are usually much higher than traditional methods of shipment and disposal. So in short, yes the environmental fee we charge with a return goes directly to keeping the item out of the landfill.