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:07/15/2024

  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.

  We purchased a couch, chair and two ottomans from Inside Weather. The order arrived without the two arm pillows that go to the chair. We received the cases for them but not the pillows. I contacted Inside Weather via email to report the problem and was told they would have my pillows to me by end of week. Well, end of week came and we received a box containing ONE pillow insert, that does not go with the couch we ordered, it is from another style and does not fit the cases. OK, I get it, mistakes happen, so they sent out a second orderit arrived with the same, exact pillow ( only one) that arrived previously. So, now we have two pillow inserts that dont fit the cases..Finally, I spoke with someone named *****, who GUARANTEED me he would put in the correct order himself and it would be here in a week.yup, you guessed it, another box arrived with ONE pillow, again, the wrong one. NOW we have THREE pillow inserts that dont fit our couch. All I want is my pillow inserts. What can I do?

  Business Response

  Date: 05/06/2025

  I am very sorry for the delay and it taking almost a year 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 have fully reviewed the case and gosh, I have to agree this was not the good impression we would have hoped to make with this customers order. We have put several systems in place the last few months in order to make identifying parts more accurately and the Replacements Team has been overhauled to better ensure the proper parts are sent promptly and correctly the first time.

  
  This customer remained patient and kind throughout this less than ideal experience. Although it appears that the issue is fully resolved and it is too far from the purchase to offer a discount in the form of a refund, I would like to offer the customer a $500 gift card for the inconvenience that they can use toward adding to their collection or getting some extra covers, pillows or other accessories for their collection.

• Initial Complaint

  Date:07/03/2024

  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.

  We received our Bondi on January 22nd, 2022 and already the straps that hold the cushions need replacing and the cushions themselves need replacing. When I reached out to customer service they told me I could go purchase new straps from my local hardware store and replace them on my own? I am not a furniture maker. They also said I could buy all new cushions, but they would be $100 each! I am unable to change my original review on their website, but I really wish I could because this is really ridiculous. A couch over $2500 should last longer than this. They told me they could do nothing else for me.

  Business Response

  Date: 05/06/2025

  I am very sorry for the delay and it taking nearly a year 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 this customers history and see they placed their order in January of 2022. It was delivered in April 2022. We offer a 1-year warranty so when the customer reached out in June of 2024 we were more than a year outside of our warranty. Although we had an extended warranty available for an additional fee available when the customer made their purchase, they did not opt to extend the warranty. We have since discontinued this option as there was not enough interest in extended warranties.
  
  Even when a customer is outside their warranty we try to offer the best solutions open to them. We offered at-cost pricing and low cost alternative solutions.
  
  In order to keep costs low for the customer we offered to replace the $250 inserts for only $100. We also offered a low cost solution for the straps - I cannot verify this as the photos are so old I can no longer view them, but the notes and comments do point to the straps possibly sagging. This is usually a case of a sofa seeing many hours of use and not an actual manufacturers defect coverable by a valid warranty.
  
  We can replace them, but those seat sections are $499 each. Adding to the complexity, we changed the tone of the wood since their order. Although we kept enough of the "Old" colored wood to cover any claims made within the warranty period we no longer have that exact tone in stock. Replacements would not match and would have looked out of place which is why the previous supervisor recommended redoing the straps manually.
  
  I can still honor the $100 price on new seat cushions inserts and would even extend a 50% discount to the seat sections as well as long as the customer understands the wood tone will not match.
  
  Again, I am sorry for the delay and although the customer has no valid warranty I would still like to offer this special pricing in order to address their concern. If this is agreeable they can reach out to our normal support channel, include their order number #IW61444 and ask for *****.

  Customer Answer

  Date: 05/06/2025

  I am rejecting this response because: I do not agree that I was given an option of an extended warranty when this was purchased and a $2500 couch should have lasted better than this. This couch was also not used more than average. There was no overuse! The cushions are all lumpy and didn't keep their shape, so why would I pay for more? The audacity to ask someone to pay another $400+ for new seats when your product is not well made. Also, there was no solve for the sagging straps which I think is a big issue. Again, I was told previously that I could purchase my own straps and put them on? What on earth?  It shows a ton about this company that they are coming back to this issue so long after the fact and in this way. 
  

• Initial Complaint

  Date:05/22/2024

  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.

  Our $2400 couch broke after two years of use. The company claims the item is discontinued and is unable to send a replacement piece to fix the couch. This is totally unacceptable.

  Business Response

  Date: 05/30/2024

  We constantly strive to provide new and innovative products for our customers. As new products arrive we must retire some of our legacy products to accommodate changing manufacturing processes. While we strive to provide support for these retired products for as long as possible we cannot support all aspects of them indefinitely. Items such as replacement covers can be supported for much longer than Items like frame parts that require large tooling that we no longer have. Sorry for any inconvenience this might have caused.

  Customer Answer

  Date: 05/30/2024

  I am rejecting this response because: two years is a ridiculously short amount of time to consider a product legacy. Its a $2800 couch that is apparently irreparable. Inside Weather is a joke of a company, and Id advise potential buyers to read the litany of complaints before purchasing.
  

  Business Response

  Date: 05/06/2025

  I am very sorry for the delay and it taking nearly a year 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.
  
  This sofa was made of Baltic Birch and a few months after this customers order was delivered, we had to discontinue the product as the Baltic region (******) because unstable and was at war. We could not continue to support the region. Although we retained as much of the wood as we could in order to cover our 1-year warranty period, we ran out about 18 months after this product was discontinued. We were able to honor 100% of our warranty claims made within the 1-year time period. If we had any Baltic birch left, we would have been able to help this customer replace the part at cost (since the warranty was expired).
  
  I can see that the order arrived without the extenders for a few of their sections and that they wanted to initiate a return about 6 months after deliver, but did not like that there was a fee involved although our return policy is available for review in the footer of our site. So this does appear to be our 3rd strike so-to-speak.
  
  We have replaced this product with our Jackfruit Furniture line made with renewable teak. It comes in an indoor and outdoor version. If the customer would like to change to this model, I can supply a gift card of $750 to go towards that new product line. This product has a 3-year warranty and a buyback program which may make it a better fit for this customer. It does not have a deep seat option however the frame offer more benefits that the Aero overall. If the customer is interested in this offer they can contact me directly y addressing their email to ********************************** ATTN: ***** and reference their order number IW62981 so I can get that in place for them.
  
  

• Initial Complaint

  Date:05/04/2024

  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.

  I purchased a couch from them on 02/17/24 and received the couch on 04/04/2024. I reached out to the company many times because multiple cushions ripped before I even had it a month. They reported I purchased the most durable fabric but it that it looks like it was due to external factors but there are no puncture wounds that correlate with their theory of being due to animals. The fabric was also rated for animals. They are committing fraud by stating an object is safe for animals but then claiming it is due to animals and not covered under their warranty. On top of that they have blocked me on social media so I cannot share my true experience allowing them to further deceive others. Not a single person ever answers the phone even though it states within 24 hours someone should get back to you. If you email them they only respond once a day if that. But as I stated they inevitably just blame me even though it is obvious the fabric just tore apart without any puncture wound. They gave me the option to return it while they keep 45% of the original cost since it doesnt fall under warranty. I have spent way less on couches and never have any of my animals caused damage to a couch I purchased.

  Business Response

  Date: 05/13/2024

  Per both our return and warranty policies damage beyond expected wear from external causes such as misuse, accident, and abuse from humans and animals alike will not be covered. Despite our policy we replaced the damaged items free of charge for this customer and offered to allow a return per our standard return policy.

• Initial Complaint

  Date:04/12/2024

  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.

  We ordered a sofa, two chairs and a side table at the end of January. We were told all items would ship in late March. We have emailed and called the company numerous times and they cannot tell us if and when our items will ship. We spent several thousands dollars on this furniture for a new home and STILL HAVE NO LIVING ROOM FURNITURE. This company does not effectively respond through any communication channel: email, phone or social media.

  Business Response

  Date: 04/17/2024

  In reviewing the interactions with this customer we can see that there was a slight delay in the shipping of their products. ********************* for confirmation of a solid ship date from the warehouse the customer decided to cancel the order. All emails were responded to within our stated 24 hour lead time or faster.

  Customer Answer

  Date: 04/17/2024

  I am rejecting this response because it is false. There was not a slight delay in shipping. And we never received a response saying that our items were ever completed. Not a single employee could tell us the status of our items between the end of January (when we ordered) and mid-April. This is gaslighting and an inappropriate response to our complaint. We canceled our order to be done with this company and we received a full refund. We should have read all of these BBB complaints before ordering from this company. ****** learned!
  

• Initial Complaint

  Date:02/08/2024

  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.

  In less than two years of minimal use, my bed broke. The company has said that the bed is discontinued and because it is outside of warranty they will not offer me any options for replacement. This company boasts sustainable construction and materials, but their product is essentially disposable.

  Business Response

  Date: 02/22/2024

  Hi ********,
  While we typically do our best to provide support for the products we sell, there are occasions when we are unable to support products that have been discontinued and are out of warranty. In this case it looks like customer service was able to reach out to the warehouse and provide replacements for the broken parts of your bed despite it being a discontinued item. I hope your issues have been resolved and you receive many years of enjoyment from your bed.
  
  

• Initial Complaint

  Date:12/31/2023

  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.

  Ordered a custom 2-seat sofa, The ******************** Sofa in ***** Umber Order #JF1911, on October 21, 2023. Lead time 5-7 weeks per website. Per Jackfruit, order was complete in the first week of December. The product sat in a warehouse in CA for 2-3 weeks pending shipping via Metropolitan Warehouse and Delivery Corp. We have had numerous calls with Metro and emails with Jackfruit. No delivery date scheduled as all four boxes have not arrived. We learned today, Dec 29, that one box is lost. No resolution as of yet from Metro. We have contacted Jackfruit at least 4 times and they are not claiming responsibility. They tell us if we cancel that we have to pay 15% restocking. We want the sofa if they quality is fine. **************** has not been appropriate.

  Business Response

  Date: 01/04/2024

  We apologize for what has taken place with the shipping of your product, this is not the experience we expect for our customers. As stated the shipping company held the shipment for a few weeks as they had internally lost one of the boxes. They unfortunately did not contact us to let us know of the issue. As soon as we were contacted by the customer and found out what happened we immediately ordered a replacement box to be shipped directly to the customer so that no further delays would affect this order. Looks like this is moving along now and we will continue to work with the shipping companies we use to improve communication and hopefully avoid similar situations from occurring in the future. Thanks for the feedback.

  Customer Answer

  Date: 01/04/2024

   
  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.   Please note, that I contacted Jackfruit/Inside Weather numerous times prior to the discovery of the missing box.  They provided no additional information and said the issue was with the shipper (who still had no idea the boxes were missing).  Only upon filing this complaint, did action begin and the issue of the missing box materialize and shipping plans develop.

  Ultimately, if the sofa arrives as planned and is of the quality advertised, the issue will be resolved.   Hopefully better communication with customers will be a result of this complaint.

  
  

• Initial Complaint

  Date:11/10/2023

  Type:Product 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.

  To Whom It May ********* am writing to file a formal complaint against InsideWeather regarding a recent purchase made on September 8th, 2023. I purchased two couches for $5,402.21, which were received on November 8th, 2023. Unfortunately, upon arrival, the products were found to be in a significantly subpar condition. The couches exhibited multiple issues, including numerous manufacturing scratches, stitching problems, fabric defects, and inconsistencies in wood staining, markedly divergent from the representation on the company's website.When I reached out to InsideWeather to address these manufacturing issues, I was informed that I would be subjected to a 15% restocking fee to return the products. I firmly believe that this is unethical and I should not be held accountable for the company's poor manufacturing practices and it is unethical to impose a restocking fee on a product that fails to meet basic quality standards.I have attempted to negotiate with InsideWeather to obtain a full refund, but the company has been uncooperative in addressing these concerns.This experience has been extremely disappointing and frustrating, and it reflects poorly on InsideWeather's commitment to delivering quality products and satisfactory customer service.I kindly request the intervention of the Better Business Bureau to facilitate a fair resolution in this matter, ensuring that InsideWeather refrains from imposing unjust fees on customers returning substandard merchandise laden with manufacturing issues outside of the control of the customer. Thank you for your attention to this matter.Sincerely,CS

  Business Response

  Date: 11/11/2023

  We completely agree that the condition that this unit arrived in is unacceptable and If you choose to return there should be no fees associated with that return. That said it also needs to be said that the only actual manufacturing defect is the one cushion cover that has a small pucker, and we would have quickly sent a replacement for that. 
  To address the scratches that happened in transit it is important to understand we do not ship the units assembled, we ship them flat packed in boxes. The shipping company took it upon themselves to assemble the units at their facility and deliver them assembled. This is a practice we have asked all shipping carriers not to do as damage such as this tends to happen more frequently and it leads to situations like this. Unfortunately we only have so much influence with the shipping companies and we continue to work with our representatives to ensure our products are delivered in the same condition it left the factory in. 
  As for our customer service response, I would not call one interaction an attempt to negotiate.  I see you reached out with a detailed explanation of the situation and were responded to with one canned response regarding returns, I apologize for this, while it is a standard response your situation should have instead been sent directly to the returns team for review. This is an opportunity for customer service training. Your response to the one email regarding the return was to berate us and threaten to complain to the Better Business Bureau which is obviously what you immediately did, this was only your second email to us. As this response was received at 9:45PM on Thursday night and the customer service department was closed on Friday in observance of Veteran's day they have not yet had an opportunity to review the case or respond to you. The **************** Manager had viewed your case on Friday, while the rest of the team was off, and had made internal notes to guide the customer service team to offer you several options, including waiving all fees if you wanted to continue with a return. This would have, and still will be, sent to you the next business day following your email.
  We apologize for the service you have received from the shipping company and our customer service department thus far. We ask that you allow us an opportunity to respond to you with options to ensure you are taken care of. We will be reaching out as soon as we reopen on Monday.
  
  

• Initial Complaint

  Date:11/05/2023

  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.

  We purchased a couch from Inside Weather, which was delivered 1 week ago, Sunday, Oct. 29. Our delivery was incomplete as we were missing a couch cushion (1 of only 2 cushions), so we are unable to use half our couch. The delivery driver (not affiliated with Inside Weather, rather a contractor), said he would be back in the area within a few days and would hand deliver the missing cushion. That did not happen. We were then informed the missing cushion would be shipped. The business waited several days (screenshot attached) to even create a label to ship it. Despite it being their error, the cushion was not sent overnight, nor have we received it one week later. After the label was created, it was several more days before it was supposedly picked up (again, factually proven from the screenshot). There is no update on when we should expect this cushion, nor has Inside Weather been responsive. It took multiple emails, social media posts (which were deleted rather than being transparently addressed) and a call to our delivery driver to even warrant a response. When a response was given, no timeline was again provided. We replied to the email and based on the fact that it's a weekend, I assume we will not be contacted again until the work week. In short, we received an incomplete couch and Inside Weather has been unresponsive and has lacked any sort of urgency in helping us resolve this matter.

  Business Response

  Date: 11/06/2023

  We have no record of any order associated with this name, email address or phone number.

  Customer Answer

  Date: 11/06/2023

  I am rejecting this response because: The order was placed in my husbands name, which is different than mine. I was not aware I needed to provide an order number in this forum based on how public it is. We did place an order and we did receive an incomplete order last Sunday. With no communication from Inside Weather, except a tracking number which updated only yesterday, we did receive our missing cushion today. Our complaint is not only focused on the incomplete delivery, but more so on the lack of communication and customer service. We understand things happen, and would have been more gracious if we received any communication or effort to mitigate the situation. 
  

  Business Response

  Date: 11/07/2023

  Without an order number, associated email address, or customer name we cannot verify an order or investigate an incident. Please provide one of these so that we can identify the order and address your concerns.

  Customer Answer

  Date: 11/07/2023

  Here you go:

  Order#IW146618 for *****************************

  We tried to communicate last week multiple times via your support email. 

  Business Response

  Date: 11/12/2023

  So in this case it appears the shipping company gave the independent driver the incorrect box, a box that contained one cushion instead of two. Neither one of these companies are affiliated with Inside Weather. 
  We received a message on Monday that this had happened and that the driver had offered to bring another cushion to the customer (apparently at the end of the week although we have no confirmation of this). We contacted the shipping company to find out when they had another route going to the area and they got back to us the next day stating that they did not have another route until the 12th. While the driver had every intention of making sure the customer was taken care of we felt a two week wait was unacceptable for the customer and instead created an internal replacement order. This information was received late in the day on Tuesday and the *** pickup had already happened, so we shipped the replacement the next day.
  The customer received Tracking information stating the package would be delivered on the 6th, which would be one business day later than the driver assumed they would be able to deliver the cushion. The customer then reached out to express their anger regarding having a *** shipment instead of having the original driver deliver. Again we have no affiliation with the delivery driver and believe he had nothing but customer satisfaction in mind when offered to deliver the cushion despite not being aware of the upcoming schedule. 
  They also asked why we did not overnight the cushion to them. As a company committed to reducing our carbon footprint and negative environmental impact it would be irresponsible of us to overnight oversized packages of sofa parts across the country just to save a couple of days. In addition it is extremely cost prohibitive due to the size of the package and because the error was on the shipping company we would have to charge them the additional shipping cost which would require us making a claim and getting authorization, this would only delay the shipment.
  Once *** had the package in transit the tracking changed from having a delivery date to stating The delivery date will be provided as soon as possible. Looks like the customer again reached out late in the evening, 8:40PM, on the 2nd to ask us if we could help with this. The customer service representative did what they could to reach out to ***, but all we can really do with a company of that size is watch the tracking. Once movement was seen the customer service representative reached out to the customer to let them know, this was on Friday the 3rd. 
  According to *** the cushion was delivered on the 6th as promised. On Monday the 6th we received notice from the delivery company that the customer had called the driver directly on Friday. We also saw the customer had reached out over the weekend to again ask us why the delivery driver told them he would deliver the cushion and again why we didnt overnight the cushion and to express their frustration. 
  While each inquiry was responded to the same or next day I do think the customer service team could have done better with communicating updates and providing a better explanation of why we were doing what we did. We will use this as an opportunity to tighten up training and ensure the customer is always given the most recent and accurate information regarding their delivery.
  
  

• Initial Complaint

  Date:10/30/2023

  Type:Product 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 was browsing and considered Inside Weather. I entered my e-mail address and received a coupon as part of their marketing. Days later, I decided to order from them. They were already running a universal online sale that was applied to all carts. Through one of their third party payment platforms (Shop Pay), I was invited to enter a coupon code. I entered the coupon that was sent to my e-mail, and Shop Pay allowed AND applied BOTH coupons, including an itemized adjustment (screenshots obtained) of the money due to process and place the order. I entered all vital information and submitted. An error message populated and adjusted the price upward to indicate that two coupons could not be applied. Understandable. I decided to place the order anyway, and I went out of my way to inform Inside Weather that Shop Pay had some sort of glitch happening. They responded to me like I was some sort of fool and told me it was my error. They asked me to send screenshots. I did. They answered and said sorry -- "We are always striving to improve as a young business."I placed the order. Two different kinds of accessory pillows were part of the order. When they arrived, one style was just not as expected. I began a return inquiry and was met with opposition. "Send photos please." When I did, they responded, this "features a "second-hand" industrial look" when I commented it looked dirty. No return offered.I called customer service to cancel the rest of the order (the sofa) before it shipped and to request to return everything because I wanted to avoid potential future headaches. I was told (1) they could not cancel the order, (2) there was no supervisor available to speak with (3:30 PM call center time) and (3) they could not process a return of the pillows I had already received. They said they would call me back.They also spontaneously "upgraded" me to white glove delivery and build which I specifically avoided because I don't like strangers in my home.Absolutely wild.

  Business Response

  Date: 11/06/2023

  This customer did reach out to say there was an issue with their order, specifically the Floor Pillows they ordered were defective. ***************** per protocol, asked to see pictures of the pillows to determine what the defect was. Upon inspection it was found that the pillows were in fact manufactured correctly and matched both the description and the pictures on our website, this was conveyed to the customer.
  The customer responded by acknowledging they had been made correctly and stated they just wanted to exchange them and that they had already filed a complaint with the Better Business Bureau and demanded a refund. Apparently the customer also called to cancel the rest of their order and was told they need to reach out by email to cancel an order per company policy. The customer service team responded, offering a gift card to aid in ordering another pillow more to their liking and followed up by offering new pillows in any color they choose for free as a courtesy to make up for any confusion. The customer refused and the rest of their order was canceled as requested.
  Our return and exchange policy is available on the bottom of every single page of our website. The return policy clearly states Please note that we do not offer partial returns or returns on the following: bolsters, throw pillows, floor pillows, rugs, sheet sets, decor items, custom orders, all products in our Clearance Collection and those part of the Inside Weather Reclaimed program. The exchange policy reads An exchange will be processed the same way as a return. Despite the fact that the Pillows were correct and per our policy we do not accept returns or exchanges on floor pillows we were willing to make an exception to keep the customer happy. 
  As for the White ***** delivery upgrade. Most people are absolutely thrilled with the free upgrade to white glove delivery that includes complete assembly and placement of the product in any room they choose.