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:10/23/2023

  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 bought a 3 seater bondi couch with two ottomans as well as an armchair . We spent around $5000 on these products . The armchair is in rust and velvet and our couch was purchased in the peppercorn woven material . We bought them in July and they were delivered August 28th . I did initially reach out saying the fabric was tough and we did not like it as much as my rust arm chair . They very reasonably offered a discount for new covers that we declined as though we spent what I consider to be a lot of money on the purchase . We hoped it would soften over time . Now we are just shy of 2 months with the couch and the fabric has been piling all over the couch ! It looks absolutely HORRIBLE! This couch is in a residence we live in 4 days of the week . The couch has had very minimal use . I feel as if the piling and the amount of piling is unreasonable for the price of the couch and the duration and use of the couch. I reached out to inside weather to get this issue resolved . I was met with emails stating that it is normal and to just use a pill ****** and if it continues to do it after 6 months to reach out to them again . They did also after 50% off for additional covers . I feel like the resolution is completely unreasonable considering the price of the couch, the length of time we have had it and the minimal usage of the couch . I have had way cheaper couches that have held up to the text of time . its a shame the couch is so pretty and I absolutely love it . The arm chair and the rust fabric is absolutely beautiful and has not an ounce of wear . I am disappointed in the customer service and the product .

  Business Response

  Date: 10/30/2023

  Pilling is naturally occurring in fabric, especially in larger weaved fabrics such as the one chosen here. Pilling is completely normal and will go away once the excess loose fibers are gone, which should happen in 3-6 months of use. It doesnt affect the durability or functionality of the fabric. Fabrics like this do require some maintenance to remove the pills, commercially available products such as, pumice stone pill remover,  pill *****, or pill shavers are commonly used to remove the pills that occur with normal use. The fabric in this case is not defective and is simply displaying these naturally occurring characteristics. 
  Customer satisfaction is very important to us and we understand that not everyone may have known that woven fabrics are prone to pilling ahead of ordering. That is why we made a very generous offer to send a new set of covers in the other fabric they chose (a Velvet that is not prone to pilling) at a price that is less than our cost. They initially agreed that this was a fair compromise, but appear now to have changed their mind. We will continue to work with them in good faith and ask that they do the same
  
  

  Customer Answer

  Date: 10/30/2023

  I am rejecting this response because: I did state that the exchange was ok and I was willing to pay the difference . They stated it was $209. I price matched what I have vs the non piling one I have for our armchair . What they are stating as normal piling occurred after minimal use in under 2 months and is so much so that it killed one pill remover I had and then I got another one that has removed some of the piling but there are pills so large it wont remove them . I think its unreasonable to expect someone to spend hours removing pills ***************** they have had less than 2 months . I just want to reasonable upgrade the cushion covers because I believe this to be above and beyond normal piling . 
  

  Business Response

  Date: 11/11/2023

  Looks like they opted to purchase a new set of custom covers in a fabric that is not prone to pilling using our generous exchange pricing program. Those have been made and delivered.

  Customer Answer

  Date: 11/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is ok . I do feel as if I have been gaslight and bullied by this company . My concerns about the abnormal amount of piling with minimal use were never addressed or even considered to be a defect on their end . Im told its a generous offer when I still had to pay $200 which was greater amount than If I had originally just ordered the velvet fabric to begin with . This whole ordeal ,and  customer service were beyond awful . Buyer beware . For spending over $5000 and waiting 2 months for a couch this should not happen and customer service should not stink . I should not have had to settle on paying additional money for a bad product and be gaslight by being told its a great deal . I paid the amount to be done with inside weather .
  
  

• Initial Complaint

  Date:10/19/2023

  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 ordered and paid via **************** for (4) pieces of furniture. I was told it would be shipped in mid October. I received an email (uploaded) that the pieces were almost completed and would be sent out this week. I followed up with customer service and then told it would ship till mid November. I inquired about cancellation and told they would charge there would be a 15% cancellation fee if the pieces had been started. Before I ordered the pieces I was told it would ship in 2 weeks and now it sounds like 6-8 weeks IF I get the pieces at all. They send an email that its almost done but then say they need to see if they have been started.

  Business Response

  Date: 10/21/2023

  This shipping delay was a result of a production delay. Once the customer service representative confirmed the production delay all fees were waived and a refund was issued. 
  
  

  Customer Answer

  Date: 10/21/2023

   
  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:10/17/2023

  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.

  I ordered a $4000 couch that was on sale for $3000. I got white glove service for extra money so it would be brought in the house and assembled by their delivery people. Upon arrival over a month later, they sent the wrong frame color (medium brown instead of black) and one corner unit was assembled wrong!! the drill holes for the frame base were facing the front of the couch. I called Inside Weather while the delivery people were still here to find out how to return it immediately due to being the wrong frame, but the contact number would not allow me to speak to a person. After leaving an email and phone message with IW, I was finally able to speak to **** that evening. He promised me via email and phone conversation that I would be sent a black frame, and assured me there would be no charge. I received an email days later stating he was wrong and they would not send me a new frame, and claimed I ordered that frame color. Nowhere on my order form does it state I ordered an "espresso (medium brown with yellow undertones)" frame. I would never order an espresso frame, never did, and it does not match my black and dark walnut furniture and accents! This has been a horrible experience, forking out over $3000, taking a day off work to receive a delivery, getting the wrong couch, being told they would rectify their error, followed by the company refusing to send me the frame I DID order. This couch will be returned if they do not send the correct frame, and I will be speaking to my attorney. I also plan to contact others who have endured these egregious errors and treatment by Inside Weather, since it appears from the complaints filed a large-scale lawsuit may be warranted.

  Business Response

  Date: 10/21/2023

  Out of a genuine concern that there could be an issue with our ordering system we had our IT department conduct a thorough investigation into this order. We found no issues with our system and were able to trace the order configuration through the process and indeed Espresso frames were ordered.

  That said, the customer's happiness is our primary concern and we offered to replace all the espresso frames with the black frames the customer intended to order free of charge and with white glove installation. We are awaiting the customer's response so that we can set up delivery.
  

  
  

  Customer Answer

  Date: 10/21/2023

   
  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 as long as it comes undamaged, constructed properly this time, and with the white glove service. Regardless, this will cost me a second day off work to receive a delivery. I did not order an espresso frame. Nowhere on the order paperwork emailed to me, nor the delivery paperwork emailed to me does it state I ordered an espresso frame. In the future, the company needs to ensure the frame color is listed on the purchaser's paperwork.  There absolutely is something wrong with their purchasing software or database since I never would have ordered an espresso frame.
  
  

• Initial Complaint

  Date:09/18/2023

  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.

  On August 7th I bough a couch online with expected delivery of mid September. The business is often non responsive and has charged my card even though the couch has not been delivered. I have emailed them and called them over 10 times and no one can tell me where my couch is or when it will be delivered.

  Business Response

  Date: 09/21/2023

  We are sorry for any confusion. We strive to have as much transparency as possible when it comes to estimates regarding shipping. We understand some people are unclear that shipping and delivery are different. We use shipping companies to perform the deliveries of our products and the time frames they provide are based on a variety of factors and are out of our control. What we can control is shipping from our facilities, and that is what we are able to give estimates and updates on.

  In this instance the order was placed on August 7th and we provided a shipping estimate of Mid-September. The item was shipped from our facility on September 14th, well within our estimate. The shipping company then reached out and gave the customer a delivery date of September 28, which seems to be what led to the issue. 

  Our **************** team responded to several reach outs via phone and email from the customer and after some back and forth it seems the customer is on track with the delivery. We reached out to the shipping company to see if they could move the delivery date up and it looks like they are working with the customer directly to facilitate the earliest possible delivery. We will continue to monitor the delivery and help in any way possible.
  

  
  

• Initial Complaint

  Date:08/17/2023

  Type:Sales and Advertising 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 recently ordered a sofa and some pillows from this business. Shortly thereafter, I was given a delivery date and, not too long after that, received a follow up email to verify my address for the delivery. A few days before the order arrived, I received an email stipulating a new delivery date roughly three weeks later than the originally-specified date. You can not tell me that, only days before the originally-specified delivery, this company suddenly realized they would not be able to make good on their own stipulated date. No explanation was given and I had already scheduled a day off work and arranged to have my existing sofa removed on the originally specified delivery date provided by Inside Weather. It is as though they are completely clueless as to the importance of specified dates and keeping to their promises. After threatening to cancel my order, they were suddenly able to honor the original date. Shortly before that date, I received two 16" square pillows (presumably for free). But the pillows were only 12" square, or 25% smaller than as advertised. I was informed that the dimension referred to the stuffing inside the pillow, and not the pillow itself. Interesting, because the online product page shows two pillows with the dimension of 16" x 16" written next to them..... it does not show two pieces of stuffing. Given the aforementioned negligence, fraud, and mismanagement, I knew I had made a huge mistake and requested a refund. I received the refund but Inside Weather charged me 15% to cover their own ineptitude and mishandling of my purchase.

  Business Response

  Date: 08/18/2023

  This customer got their 16" pillows (that they ordered in addition to their sofa that comes with pillows).  The customer was upset that after the insert went into the pillow it was no longer 16" and that the pillow did not have memory foam fill.  If you ****** how to measure a pillow you will note that the industry standard is that you should measuring the pillow cover without the insert to get the accurate size. Again, for clarity, these are not the pillows included with the sofa, but extra pillows they ordered.

  You can also see on the product page of the exact product:

  **************************************************************************************

  That not only do we show the pillow cover size, we even note on the dimensions that this size is reduced once the insert is added.  It also has an entire section dedicated to what the fill of the pillow is made from, "Each accent pillow houses 100% recycled down alternative composed of roughly 40 recycled plastic bottles. The disposable bottles that we upcycle are sterilized in hot water, ground into tiny flakes, re-melted and extruded to make polyester fiber. This process helps keep bottles out of our landfills & oceans and helps fill your home with comfortable, sustainable accents."

  We feel it also important to comment on how the customer chose to speak with our support team, here is one of his replies, "My wife and I have agreed that we would rather be raped by your s***** company one time for 15% than have to continuously regret our decision to have your garbage product in our home for the next few years. Kindly cancel the order and issue a refund for 85%. You are a fraud and a joke. " and comments like, "And in case you havent figured this out: you have left such a terrible impression on my wife and I that we have decided to pay you not to deliver something we already paid you for. You should think about that and consider how that folds into your previous robot statement that we pride ourselves on, not meeting, but exceeding customer expectations. Do you not see that, across my entire experience with you, this statement is complete BS? Is that on a plaque hanging over your desk? Did your so called Operations Officer give an *********************** speech about how important it was for you to surgically insert that s*** into peoples heads? How stupid do you think your customers are? 16 refers to the size of the stuffing, not the actual usable pillow the foot in your a** is 16 but the boot the foot is in is only 12. You Pay for 16 but you only feel 12. Hmmmmm"

  Given that making exceptions to the fees is at the representatives discretion we hope you understand why we chose not to make an exception for this customer given the way they chose to treat the associates trying to assist them.

   

  Customer Answer

  Date: 08/18/2023

  I am rejecting this response because: I am demanding a full refund for the purchase I made in good faith with this business. I will continue to post negative reviews on various platforms until this poorly managed company does the right thing. My order was cancelled because fraudulent advertising and inappropriate notifications of delays that led to a complete loss of faith in this company's ability to deliver a quality product in accordance with the claims they make. Just return my money and this matter will be deemed closed.
  

  Business Response

  Date: 08/21/2023

  There is nothing in our advertising that is fraudulent and our cancelation policy is posted on our site.  We mistakenly said we had to reschedule, but then didn't need to so that is supposed to be good news.  This is not a reason to not have to pay the fee for custom making and shipping his piece of furniture - there is a hard cost to this which is even fully not covered by the fee.  This customer was abusive and we are not waiving the fee.

  Business Response

  Date: 08/22/2023

  You can find our cancellation policy here:

  *********************************************************************************

  Also, since his order shipped it is (per the terms at the link I shared above) technically considered a return.  Here is that policy:

  ************************************************

  Since the fees were the same, the customer can reference either policy.

  Customer Answer

  Date: 08/23/2023

  I am rejecting this response because: while understand the fees associated with cancellations, the policy itself does not provide for any error, on the part of Inside Weather, that caused the cancellation. I cancelled my order due to a lack of faith that this company would provide a quality item. My lack of faith is entirely predicated on abrupt changes to the originally-specified delivery date without explanation, and items received that did not reflect the dimensions and illustrations shown on the product page. Therefore, the reason for the cancellation is entirely informed by actions (or inadequacies) from the seller and have absolutely nothing to do with me other than my ability to perceive when I am about to be taken to the cleaners. 

  Kindly refund the balance of my deposit that I made, in good faith, for products and services that were not provided through no fault of my own. I will then consider this matter fully closed with acceptable resolution, and will eliminate and / or reverse any negative comments on social platforms. 

  
  

  Business Response

  Date: 08/23/2023

  I am sorry, but a customer perception is not something we can write a policy around.  Knowing the fee, he elected to cancel the order and was demeaning and insulting as he did it. 

• Initial Complaint

  Date:05/25/2023

  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 bought an Inside Weather sofa in Mascarpone that arrived in November. The covers are an ivory white color, and the bottom layer of each cushion cover is a black non-skid fabric. The website advertises that the cushion covers are washable, this was the main selling point for me. The first time i washed the covers, the black fabric on the bottom side bled and the covers turned grey. I washed on cold gentle cycle. After contacting customer service they told me the cushion covers are actually spot clean only and not washable. Poor advertising. They were good enough to send me cushion replacement covers. After a few more months of white cushions, it became apparent that spot cleaning is not enough, the covers need to be washed. They were showing wear with pilling and getting dingy from dirt. I reached out to Inside weather again about a return policy. The return policy is awful, so i showed them what had been going on with the cushion covers and the guy says "all of our cushion covers are washable" also gave me a story about fabric pilling being normal and i can shave it off with no problem. I work in garment manufacturing and as a professional i know this is false. There has been so much back and forth with them, I just want cushion covers that don't bleed, and that wont fall apart and the customer service has been absolutely awful, twisting my words, telling me I've mishandled the items when they provide no rules. (and nothing has been mishandled) They're just making things up as they go along so they don't have to help me. I'm not asking for an entire new sofa, or a full refund, I'm just asking for a new set of cushion covers that are washable with better performance, or a refund of the cushion cover portion of the item. ($1025 not including shipping or tax) Ill go make my own covers.

  Business Response

  Date: 05/25/2023

  This customer is accurate they ordered a sofa in off white.  She sent a photo in February showing a small color difference in the cushions after washing them. Even though we have several staff members and several influencers with this fabric and none have had this experience, we assumed there was something in the customers environment that caused the discoloration.  In an effort to provide a positive experience we approved a full set of replacement cushions and the customer agreed to spot clean only...again at the time it was not yet approved for machine wash as it was in testing.  We told her at that time the costs for additional covers should she need them as the warranty does not cover this issue as we cannot control the environment once an item is delivered.  Anything could cause it to get discolored when you are talking about a near white fabric.

  The customer reached out almost 4 months later claiming it has happened again.  The photo she provided was the same photo she sent in February.  It also looked like the covers were still wet.  We did notice while testing (we just updated the site within the last few weeks that many fabrics can be washed in the machine) that when the fabric is wet it appears slightly discolored and when dry it looks perfect. 

  The customer did not follow the care instructions she agreed to when we sent a free set of cushions, sent an old photos and then was not even willing to order swatches to try and document any discoloration.  Once the customer was made aware that we noticed the photo was the same and we were not going to provide yet another set of free covers she became combative, hostile and insulting. 

  There are three resolution paths available to the customer.  She can return the item in accordance to our return policy, she can purchase new covers or she can keep the product as it is.  

   

  Customer Answer

  Date: 05/25/2023

  I am rejecting this response because:

  When I reached out to customer service for the second time, he again assured me all covers were washable, further enforcing what you advertise on your website. 

  There are no instructions provided on the website that are not false. All it says is washable no specific care instructions. Some upholstery options say spot clean, this one does not.
  I said I would spot clean when I thought that would be enough to keep the sofa clean, it is not. 
  

  Ive attached photos of my sofa today, taken just now, dry, and still grey, a completely different color from the back cushion (pillow insert removed for a more even surface. I used a fabric ****** to remove the pills as the customer service rep suggested, and they look slightly better.

  No matter what I do, it seems youll likely twist it so this is somehow my fault. 

  Business Response

  Date: 05/31/2023

  Although we do not know when these were taken and which covers they are, when the customer reached out about the issue we sent all new cushion covers with the understanding with this customer that she understood that 1) bleeding was not something we have recorded as an issue and seems to be isolated and 2) that she would not machine wash the new covers. 

  We surmised that it must be something isolated to their environment was causing the discoloration since we have been unable to duplicate the problem, we decided to send replacements anyways to appease the situation.  Seeing as this is our most popular fabric choice, if this was an issue with the fabric, we would have heard about it if this was an issue.  We have sold thousands of units in this color in the last year alone.  

  This customer was asked to provide additional photos and to order swatches to show the discoloration on each of the seat cushions.  This hasn't happened.  We offered a third set of seat cushion covers at cost.  I am sorry there are not more avenues open to this customer, but we do not believe this is a defect, but something in the environment causing the issue - in which case another set of cushion covers will not fix the problem as they are all made the same.

  Customer Answer

  Date: 05/31/2023

  I am rejecting this response because:

  Please review email chain forwarded to BBB for details. Inside Weather is making inaccurate claims, I was not combative and I did not resist their suggestions. I only repeat my situation assuring them I am not lying. There are additional photos attached that show the back cushion covers against the seat cushion covers. All covers were washed in the exact same manner, same machine, but separate from each other- The back cushions were all washed together and they came out beautifully, and the seat cushions were washed together (separate from back covers) and they came out grey. 
  The images were taken this morning, everything is dry, I took the covers off the back cushions so I could lay them flat for better color comparison. 
  I do not want another set of the same covers, I would like to choose a new fabric and I would like a set of covers that can be machine washed without bleeding or changing color. 

  
  

• Initial Complaint

  Date:04/06/2023

  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.

  Hello,Photos speak for themselves. Desktop damaged both prior to shipping(desktop photo with row of swirls) and in transit. Either way, they will not stand behind their merchandise and will only issue a full refund with stipulations.Below is their latest response from their 4th email to me. Happy to provide email in full as well as all 4 emails. This is a heavy desk.In order for us to process a full refund we need this item to be donated, here are even more donation options: You can post it online, perhaps on ******** or ********** for free, and take a picture of handing it off to someone as a donation. You can also do this with most churches or other non-profits in your area. Curbside donation pick-up ******* that benefits the Disabled American Veterans charity organization. Donate ************************* Goods: ************************* VVA Pickup is a ******* of Vietnam Veterans of America (VVA). We'll pick up your used clothes and household goods at your convenience: ************************ I shouldnt have to work this hard when THEY shipped ME damaged merchandise. Thank you in advance.*****

  Business Response

  Date: 04/06/2023

  We have offered this customer a full refund on the table.  We also offered a full refund on a chair from a separate order that she is also returning if she donated it rather than ship it back, but she chose to pay the fee instead of donate it for a full refund.  We offer donation as an option because when a customer agrees to it we then waive the fee, but she refused this return method.  Absolutely within her right to pick among the return options, but that is the only one that results in no fees.

  In the same message that she partially pasted in her complaint also said, "If none of these work you will need to take the item apart and source a box and package the item up. Once you can give me the size and weight of the box I can email you a label to print and secure on the box. I can help you find the nearest *** location to drop it off and once it gets back to the warehouse your refund will be processed but you will have to pay for shipping. We just prefer the donation route because it saves CO2 emissions (since we donate it upon its arrival back) and slows down the refund and full resolution of your case."

  Pick up of both items is scheduled for Monday.  They will pick them up from her home and drive it over to the local goodwill on our behalf and she will be refunded 100% for the table/desk and 85% refund for the chair (the fee total is $42.60 deducted from the price of the chair).  She can still opt to donate it herself to avoid this environmental impact fee on the chair - meaning the only loss would be the shipping she paid to receive the chair (the shipping she paid for the table is going to be refunded).  

• Initial Complaint

  Date:03/22/2023

  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.

  After reading their carefully curated reviews I pulled the trigger on sofa, ottoman and chair. The back is lower than the dimensions they list in the website and it is misleading advertising. Because the back is so low and cushions are much smaller and flatter than advertised there is absolutely no neck or back support. It's not possible to sit comfortably on the sofa. The bottom cushions have absolutely no give dispite their claims of being plush and sinking into them. They are hard and uncomfortable. My husband is 6'1" and ended up at urgent care and with chiropractic bills because of a pinched nerve in his neck from the awkward angle you have to be in on the sofa in just to try to sit on it. The misleading advertising along with incorrect dimensions is false advertisement and led me to make a purchase I would never have made had the true sizes been listed in their description. They refuse to give me a full refund inspite of the fact that I immediately contacted them with the problem the day the items were delivered. They are calling it an environmental fee which is just a way for them to keep money they took from me with false information. I have taken photos and measurements and plan to file a claim in small claims court to recoup my funds. I would warn any potential buyers that the true size of the back and pillows are not as listed and they may experience similar problems once it is received. Very poor on the part of this company to be deceptive and unwilling to refund entire purchase price. I hope they have an attack of conscience and do the right thing and refund me,

  Business Response

  Date: 03/22/2023

  We are a little confused as we already told the customer earlier that she would get a full refund upon return of the product.  We do list the back height and other measurements on our site pre-purchase and sent the customer parts to help but it didn't work for them.

• Initial Complaint

  Date:12/29/2022

  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.

  On October 30, 2022 I ordered and paid for a sofa from Inside Weather for $2,209. On November *********************************************************************** the subject line and the body of the email that they upgraded my shipment to White ***** Delivery for Free. I have the email as sent. Inside Weather now say they will not provide the service. I was counting on white glove delivery to get the couch into my condo unit. I want them to provided delivery as stated in writing. I have copied the text of the email I received on November 21st below for your reference.ORDER #IW94286 Weve Started on Your Order!Good news...Weve begun production on your custom item and upgraded your shipment to White ***** Delivery for FREE!Well be in touch again once were in the final stages of production so you can plan the welcome home party. In the meantime, to view the most up-to-date status of your order please check the My Orders page or click through this email to view the Order Status page. We update our shipping estimates on a weekly basis. Given each piece is custom-made, your product may ship a little sooner or later than the estimate. Thanks for your flexibility and for supporting our **********-based workshop!Once your pallet leaves our warehouse, well be in touch with a shipping confirmation email which will be followed by a phone call from our White ***** partner, Metro, to schedule a delivery appointment. Click here for more details on what to expect with your White ***** Delivery.Back to crafting,The Inside Weather Team

  Business Response

  Date: 12/30/2022

  We spoke with this customer earlier today.  We feel this case is resolved.  We upgraded him for free but then the service was discontinued in his area.  To make up for this inconvenience we have refunded him the full value of the white glove service and extra in order to hire a local helper to fulfill our upgrade promise.

• Initial Complaint

  Date:12/18/2022

  Type:Product 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 received this couch December 2, 2022. We immediately had problems with the build. Inside Weather advertises the couch will take 10 minutes to construct. It took us all day. The issue is the company fills predrilled holes (sometimes needed depending on the modular setup) with dowels. You are supposed to be able to firmly push them out with the tools they offer. Half came out ok. The other half had to be power drilled out. This was a last resort because we didnt want to damage the couch but that was the only way to get those dowels out in order to s**** in the support system. I was in contact with customer service the entire time but they were unhelpful. I suggested they send the couch with the holes empty and a back of dowels to fill in the holes not needed. Ten days later, December 12th I reached back out to **************** with a request to exchange the upholstery (which is interchangeable) because it already wasnt holding up to my family. Its life proof, pet friendly fabric already had a snag in it. The company advertises that you can try out their products for 365 days and if youre not happy you can return it. I am not happy with the quality of its pet friendly weave fabric and requested a fabric that would hold up to the companys claims. They responded saying I should have chosen a velvet from the get go and they will not replace it. My issue is how can you offer two different quality fabrics under a pet friendlyOption if there are different levels of pet friendly? Its misleading. I never would have chosen a weave if it wasnt offered under pet friendly. Im not looking for pet proof but for the price I paid theres no reason for it to already be damaged. I will also say the customer service rep was unprofessional and started giving me pet parenting lessons. I love the couch. I want to keep it but with a fabric that holds up to Inside Weathers claims.

  Business Response

  Date: 12/19/2022

  There are many things that make a fabric pet friendly.  That said, unless you tell us about your pets and its very particular personality we cannot say any fabric will hold up to all pets.  They are animals and as such each is different.  That said these fabrics all share features that make them pet friendly (high rub counts, easy washability and stain resistance). 

   

  The fabric she chose has all of these things and is as described.  What was not considered is an animals claw size and behavior.  If it had been asked and we had been told that an animal digs or claws we do recommend a non-weave since weaves have snag-able areas and a velvet does not.  We also offer swatches to ensure a customer has access to feel and test a fabric in their environment when pets are being considered, but this is not something we can assume.  We also offer free designer help for people that are wondering if their fabric is right for the environment.  I am not showing this customer got swatches or asked anyone about the fabric. If she has we would have advised that she should stick to pet friendly and non-weave.  If a cats nails are trimmed and they use a scratching post then this is not an issue - these are things only the owner knows and a pet friendly stamp cannot cover.  

   

  The fabric is pet friendly, but nothing is pet proof.  We have offered her 20% off of the second set of covers (which are already discounted).  We have told her the cost to return should she choose that option.  We do not do partial returns or fabric exchanges which is what she is demanding so I am afraid we cannot meet that demand. Even though we are beyond the 14 day return period we will honor that fee ($431.25) for another 10 days in case she decides to return the piece.  

  Customer Answer

  Date: 12/19/2022

  I am rejecting this response because: it does not address the overall issue which is misleading branding and claims. A weave should not be offered under the same quality as velvet under the umbrella of pet friendly if there are different levels of pet friendliness. I am also rejecting this response because an assumption is being made of the personality/behavior and care of my pet. In Inside Weathers response they said, If a cats nails are trimmed and they use a scratching post then this is not an issue - these are things only the owner knows and a pet friendly stamp cannot cover. I have several cat scratching posts and we trim the cats nails. So - how did this become an issue? I reached out for a snag in the fabric. I did not reach out saying the cat had used the couch as a scratching post. I immediately realized the fabric wasnt of the quality Id expected (as advertised) and requested an exchange. Im not demanding new (free) upholstery altogether. I was simply requesting they right an issue with an exchange. I return the fabric that isnt up to stuff and they send something they think would work. I would pay shipping. Im not out for freebies just resolution. I dont want to return the whole couch. Like *** said since the beginning the couch itself is great. Inside Weather could avoid customer heartache by simply changing the fabrics they offer under pet friendly as not everyone is going to see and know to use the free design tool. A couch is a huge investment and choosing a company you hope will do right by you is always a risk. Id hoped ********************** was going to be that company. Instead I feel misled and mistreated. The 20% off they offered is for a returning customer - So any returning customer would get that. 

   

  
  

  Business Response

  Date: 12/20/2022

  We disagree and feel our Pet-friendly certification labels all fabrics that have: a high rub count, stain resistance and washability.  None of these features (which is what determines a fabric pet friendly) are an issue. 

  The customer did not ask what makes a fabric pet friendly, did not order free swatches and did not take proper care to ensure their pet did not mistreat the product. Had she asked we would have passed along additional information, but we advertise that pet friendly which are those three features and nothing more.

   

  We do not offer exchanges and do not take partial returns. We did offer a fair discount on already low parts pricing.

  Customer Answer

  Date: 12/22/2022

  I am rejecting this response because: Inside Weather cannot make accusations about a customer. This has gone from an issue with the quality of the fabric, to an issue with the customer service. They have been accusatory from the get go. This part of their last response, did not take proper care to ensure their pet did not mistreat the product. is unnecessary and incorrect. As *** stated from the beginning - there was a SNAG in the fabric. ONE snag. My cat did not go to town on the couch. I reached out asking for tougher fabric because it was obvious what I have isnt tough or pet friendly. I dont expect pet proof. I do expect fabric not to snag easily.  To be a modular company, with modular options, including modular slipcovers without giving customers an option to exchange individual pieces is an interesting choice. In the end, the company always has a choice to help or not help individual cases. Im not really sure why they felt they couldnt help in this case. The fabric is still in fine shape. Inside Weather does have a section where you can buy furniture that has been returned. This upholstery could have easily gone there for sale. Furthermore, when looking at the exchange policy again it does let mention that they wont take back just the slipcover of a couch. It does cover other things ,Please note that we do not offer returns or exchanges on our throw pillows, bolsters, sheet sets or decor items. so I really am at a loss as to why this is an issue? I dont think Inside Weather understands what Im asking for. An exchange of the current fabric. After that, I would be buying a second set of slipcovers. Im just waiting for the first part to work itself out. What Im trying to say is - make this right so you can have a customer for life. Thank you.

   

   

  
  

  Business Response

  Date: 12/22/2022

  We are not able to take a partial return or partial exchanges.  We do not advertise that this is an option and have our return language and 365 home trial language on the footer of every page.  None of the items in our clearance section have damages to them caused by use and are actually unused unshipped items and only the ones thru our partner Floor Found are lightly used (our normal clearance section is all new items cancelled before they shipped).  

  
  

  We are sorry they did not get our free swatches in order to see and feel the material before ordering.  We have given a fair price for new covers should the customer decide to take advantage of that - it is at cost pricing reduced by 20%.  Alternatively she can initiate a return.  

  Customer Answer

  Date: 12/23/2022

   
  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.
  I see that this company is unwilling to compromise. I will take their 20% returning customer offer and then wash my hands of them. 
  Absolutely the most awful customer experience Ive ever had.