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:12/17/2022

  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.

  I placed my order Oct 22nd for a modular couch and a couple accent pillows. At the time of purchase they said it would be delivered mid November. Come mid November I started receiving update emails that my order was ready and being shipped. On Nov 23 my order was delivered, but it was only a partial delivery. It was the two accent pillows. No update was provided regarding the couch. When I looked in the system it said the remainder of my order was still being processed. I imagine they do this so they can say they fulfilled their original commitment. Now it is Dec 17th and I still don't know when my couch will be here. It's going to be a pretty awkward and uncomfortable Christmas for my guests that are here coming from out of town. I have called the company and the third party shipping company multiple times. I asked them to expedite the order. The last person I spoke with said the couch is in ********. It has to go to ************** first before it gets scheduled to come to in ********. He said it should be here by Dec 19th. But seeing as how that is in two days and the tracking number says it hasn't made it to ************** yet, I don't think that will happen. I have not been able to get ahold of them for the past 3 days.

  Business Response

  Date: 12/19/2022

  Both pieces shipped at the same time.  The pillow shipped *** and the sofa shipped Metro.  The customer was given both tracking numbers for both shipments and the tracking (https://main.metropolitanwarehouse.com/Client/TrackOrderUrl?trackingid=977970286245) shows the sofa was picked up 11/11.

  If the customer has been trying to reach us for 3 days, she likely did not hear back because it was the weekend.  Both the shipping company and our company is closed on weekends.  That said, unless she is using a different email to reach out to our support team, I do not see that she has an open email with us.  It would appear she is just locating the shipper which is preferred. I search by the name, the order number and the tracking number and came up with no emails to us about the issue.

  That is because once a piece of furniture leaves our warehouse we have access to the same information the customer has.  She can learn more or push for delivery by contacting the shipping supplier, Metro.  You can often get instant answers by calling our coordinator at Metro directly. Her name is ******* and her direct number is ******************** and you can also email her at ***************************************************.

  If the customer needs our help she can email us at ********************************** or by calling ************.  We may not have more information, but we are happy to help and reach out to Metro for an update if she is not hearing back.  I initiated the email just in case she calls us to follow up (instead of the shipping company with whom she should be communicating with about the final delivery).  This is the part of the customers experience that is out of our hands.

• Initial Complaint

  Date:12/10/2022

  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.

  I paid $2700 for a couch. It was ready a month ago. Inside Weather has contracted with Metropolitan Warehouses for storage and delivery. To be brief: Metro Warehouse is so bad as to be nearly fraudulent--a delivery service that can't deliver. I have been forced to reschedule delivery of my couch three times--once they gave no reason for being unable to deliver; once the "truck broke down;" and today the delivery guy claims 1) he couldn't find the address and also, indicating his lie, that he came to the house and I wasn't there. I was there all morning and had my phone on me, ringer on. I received one call, picked up, heard muffled sounds, and then they hung up on me. That was their "attempt" at contact. I think it's a huge fraud. I called the sheriff's office and filed a complaint. They said if my couch is not delivered next time it will count as theft of property. I demand immediate delivery of my property (it is 12/10--I want it tonight).

  Business Response

  Date: 12/12/2022

  We are very sorry for the unfortunate delivery experience.  Since this customer is in a remote village Metro does not go there daily and they have limited resources in the area. We are pushing for them to make the delivery and tried to call the customer to help coordinate the next attempt (which is currently scheduled for Wednesday) but we were also not able to reach the customer. Metro claims they called several times on Saturday and it went straight to voicemail (which the customer said was not true) as well which is part of the reason we are also trying to reach the customer.

  We kindly ask, that to avoid issues with the next delivery, that the customer contact Metro and clarify their location as they had a hard time locating the address - we now believe they went to the wrong place as well when they were not able to reach the customer.  I do see phone records that they tried.  We would really like to help and we left a message and sent a follow up email with our number and my direct line as well so we can try to help this customer with this delivery.  

   

• Initial Complaint

  Date:12/09/2022

  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 a sectional couch from Inside Weather (AKA Caba Design Corp) in August. The couch was promised to be delivered at the end of October, but was delivered on 11/8/22. 1 piece arrived broken. The delivery company said the corner was not properly glued together, the corner was not connected right which quality control should have seen before it was shipped. I was sent a defective item. This piece was sent back and customer service was contacted right away with photos. I was missing 2 side panels, 1 leg, 1 base frame. I told them all I had were the cushions. I was assured the pieces would be sent to me. After many emails back and forth, photos sent of what I have, they then sent me only a base frame. I contacted customer service, who made it seem like it was somehow my fault that they messed up yet again. They then tell me that the delivery company has all the pieces I need at their warehouse and they would be delivering, the week of 11/28-12/2. I asked many times for a tracking number or estimate of delivery. No delivery came, I received a text from the delivery company saying they would be there on Tues 12/6. No package arrived on 12/6. The delivery company then said they would delivery 12/8, and yet again it was wrong. They only sent 1 side panel. There is no customer service phone number to call, the customer service email support is not helpful or responsive. They did not respond to many emails I have written. The manager *********************** has not returned my calls. I am still missing the back panel and 1 leg for the couch to be functional as intended. I am so disappointed in my purchase and feel that I have been scammed. I have been begging them to send me what I need by overnight mail directly from them which they are refusing to do.

  Business Response

  Date: 12/09/2022

  We have returned her calls and we have sent her an email.  We are very sorry that the delivery company only delivered the parts we sent to them and not the parts they had but failed to deliver.

   

  Since the customer disputed the charge and the money was refunded for the item we are currently working to collect the item from the customer since they have already been refunded.

• Initial Complaint

  Date:12/02/2022

  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.

  This company is a scam and is not forthcoming about their return policy. When I originally was thinking about ordering from them I spoke to a member of the company about swatches and which was more pet friendly and also about their return policy since I was investing a lot of money for an item I couldnt see and try out before buying. I was assured they had a 14 day no charge return policy only to find out after delivery and me telling them that the sofa had significant damage to the frame and was so low to the ground that my husband who is a veteran and has back issues could not stand up without great effort. I was told to give it a few days but after contacting them and telling them we no longer wanted the sofa and needed to return it I was then told it would be $622 to return. I told them that was not made clear to me. They offered to replace the broken frame but after much thought and the sofa not fitting my husbands needs we told them we would rather send back. They refuse to take the furniture back unless the $622 is deducted from the original cost to return. The manager I spoke to was terribly rude and said there was nothing she could do. I have never met a company that is so dishonest and does not stand behind their products. I feel scammed and like they were not forthcoming.

  Business Response

  Date: 12/05/2022

  This customer had damage on two pieces, but requested replacements which are already on the way.  Had they asked for a return instead of replacements we would have made a concession on the fee because we would not have had the added costs of making and sending the replacements.

  We have our return policy in two links on our footer.  These two links can be found on every page on our site.  Both links clearly lay out the terms of returning our furniture.  We have carefully researched our top competitors to ensure our policy is the best out of those of our peers.  We feel having it so displayed is very forthcoming.  We feel we even have it more readily available than most sites having two links to it rather than one (Once under our Return header and again under the 365 Day Home Trial link.  We also have both link at the footer of every order status email that is sent about the order.

  This complaint to the BBB is the first mention by this customer that she had any conversation presale about our return policy, which seems odd to us that if someone had provided false information I believe she would have mentioned it on her phone calls or the several negative social media posts.  If she would like to provide proof any member of the team told her there was a no fee policy we would certainly honor that error.  Since this complaint is the first mention of this, we have had no opportunity to review the validity of this claim but have not found anything.  In one message she also said it was "damaged and defective" - we have corrected the damage with replacements, but have asked for information about what is defective and have not heard back.  

  She hung up on the manager before they could conclude the conversation. I see in the notes the manager had developed a game plan that would have resulted in the fees being waived, but the customer terminated the conversation abruptly.  Once the replacements arrive and the customer is able to swap out the bases they can send us new photos of the piece we can begin the return process, we have made a note to honor the managers plan once the photos arrive.  The manager also provided suggestions and tips to help make the sofa more comfortable in the meantime.

   

• Initial Complaint

  Date:12/01/2022

  Type:Sales and Advertising 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 dining chairs that turned out to be junk. Inside Weather advertises quality and customer satisfaction. The product they sell is attractive and shows great reviews from customers. The chairs started falling apart right away. The bolts loosen and wear away at the metal making it difficult to sit in. I wrote to the company asking for some resolution but they offered foot pads for the legs as a remedy. They were expensive and they are not worth the money. I'm mostly upset because I believe Inside Weather is not truthful on their website. I was not happy about this and wrote a 1 star review on their website. The review never displayed which makes me think they are filtering reviews based on ratings. If I had the opportunity to read honest reviews, I may not have purchased. I am concerned about Inside Weather's honesty with their customers. I read through other reviews on their website and they all seem to be 4 and 5 star which is not realistic for any good or service. I would like some sort of investigation into the published reviews on their website.

  Business Response

  Date: 12/02/2022

  This customer has had these chairs for almost 3 years.  I can tell from the photos that there was some assembly issues that likely caused the joints to loosen.  I see that they did reach out with a complain in 2021 and we sent parts that would force them to reassemble the piece, but it looks like the receiving part in the seat itself has now worn out. 

  We have a 1 year warranty and 1 year return policy. Since both of those policies has lapsed we cannot offer additional parts, replacements or refunds to this customer.

  The reviews are likely not showing because either 1) this email is not the email associated with the order in fact I had to do some digging to find an order so old and 2) because the time limit to how old an order can be to connect to a review has passed and since this was so old it did not verify it to a recent order and the system filters those out to prevent trolling. If a review is submitted (good or bad) and it cannot be connected to a recent order it is not published.  

  Customer Answer

  Date: 12/03/2022

  I am rejecting this response because: 

  1.) The photo shows a zoom in of a cheap plastic piece that I had to dig out of the chair base that broke apart therefore not allowing the bolt to tighten and just spin. There is no way the person from ** can claim that the assembly is incorrect because of this photo. The chair is disassembled in order to figure out the issue. Blaming the customer for a junky chair is unprofessional.

  2.) The seat base and legs by themselves are sturdy and not broken. The complaint is that the way these pieces come together involved no engineering design whatsoever. The rubber rings, bolts, and plastic pieces on the actual base are junky and broke WITHIN the 365 day timeframe. 

  3.)The company failed to help resolve the problem in the 365 day timeframe. This is their "guarantee" which was not actually honored by the company. 

  4.) ** keep using the word "old" to describe chairs that are 3 years old. These chairs have been a burden for me the last 3 years and I'm complaining about legitimate concerns that happened in the first year of owning the product. In the world of expensive furniture, three is not old. Why are my grandparents' ************************* chairs still rock solid after 50 years? For the price of the ** chairs, they should definitely last longer than 3 years.

  5.) Cutting off the ability to post reviews at 365 days acknowledges that your product is not meant to last longer than that.

  6.) If no refund or remedy is available, why not just apologize instead of blaming the customer?

  Business Response

  Date: 12/06/2022

  This was able to be resolved during the warranty period.  Outside of the warranty period it is not covered. Year and a half we may have made an exception on the warranty and helped this customer.  The fact is the customer did reach out  a few months after the warranty expired saying the chair feet were lost in a move.  Even though we could have charged for these since it was out of warranty we sent them for free.  We asked for photos of the bottom of the chair s at that time (already out of warranty) and even told them where we saw the issue with the assembly and what they could do to correct it.

  If this customer can show they reached out to complain of this issue within the warranty period I could see what could be done.  That said, according to what I can find, this customer did not reach out within the warranty period and after we sent them the feet (outside the warranty) that they lost in a move we did not hear from them again until last week - more than 2.5 years after the purchase.  If a chair is assembled incorrectly than the connection points wear our and the chair is at risk of collapse.  One sign of stress in the mis assembly would be int inserts in the chair base at the connection points would crack and fail.  In other words these chairs are showing the exact signs we would expect to see from a **** chair that was assembled incorrectly.  

  We do have new hardware we released about 6 months ago (to make the chairs more universal) and would be happy to send some to the customer, they are only $10 a pack which covers costs.  They can order them from our team.  They can also order a new seat to replace the one that had the insert come out. 

  If put together wrong they will fail and if not corrected they will fail repeatedly.

  Customer Answer

  Date: 12/07/2022

  I am rejecting this response because:

  I'm not going to continue to feud with a crooked company but I would like to set the record straight. 

  
  Timeline of events:
  The chairs were delivered on 2/26/2020. We reached out on 5/1/2021 which was about 2 months after the warranty expired. The issue with the chairs being loose became apparent during the warranty period but we didn't memorialize that with the company which is our error. However, when we reached out to Inside Weather on 5/1/21 we said the loosening had been happening some time. Inside Weather requested pictures which we sent. They recommended turning the hardware 180 degrees which we did. That didn't help so we reached back out in December of 2021. 
  The recent reply on BBB from Inside Weather says we didnt reach back out until last week which is not true because we reached out in December of 2021.
  The assembly was not the issue and the company is continuing to say it is because they have no other excuse. The new hardware they created in the last 6 months must have been because there were so many complaints about the hardware becoming loose.  
  Im not wanting a refund at this point but I just want other consumers to know that Inside Weather doesnt make a quality product and they dont allow honest reviews to be posted to their website.
  
  

  
  

  Business Response

  Date: 12/08/2022

  Sorry we will not refund or replace an item this far out of warranty.  As I said before we changed the hardware so it could be used on several of our chair styles instead of each chair style having its own hardware.  It has nothing to do with any flaw or defect in the product. 

  Customer Answer

  Date: 12/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this will conclude our dialogue. 
  

• Initial Complaint

  Date:11/17/2022

  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.

  The couch we ordered is low-quality and not very comfortable. That in itself isn't the issue. The bigger problems with Inside Weather are their misleading return policy and the fact that they hide negative reviews on their website. We figured that with a one-year return policy (which seems generous), we'd be able to try the couch out and if we didn't like it, return it. The thing is, Inside Weather hides the fine print on their return policy. You have to pay return shipping as well as a 25% environmental fee (which is a ridiculous fee, by the way), so you're in the hole for something along the lines of $1000 to return a couch. That's bananas. Shipping is also incredibly slow, and customer service is poor.

  Business Response

  Date: 11/18/2022

  I was able to find the order under a different email address and it looks like it was delivered in April so it has been 6 months.  Although initially a few replacement parts were needed the customer said nothing about not being happy with the item anytime in the last six months.  Had they, we would work with them to resolve any issues.  Had a return been initiated within the first 14 days the fee would be lower. 

  We do link to our return policy in two different places in our footer so it is really easy to find from any product page. It does lay out that if returns are made within 14 days the fee is 15% and return shipping is free.  From day ****** the fee is 25% and the customer must pay or arrange return shipping.  This is readily available to read before purchasing.  Nothing is hidden and our policy is well laid out in multiple places.  He is correct in that our policy is one of the most generous in our industry for a piece that was delivered so long ago.  We accept returns even after most places won't...but that doesn't mean it is free.  

  After 6 months the furniture is used.  The return options we take in order to ensure the piece does not end up in a landfill are extensive and not cheap.  As a sustainable company we take reverse logistics seriously and our environmental impact is very important to us and our customer base and we feel the responsibility is shared. Instead of emailing us to try and work thru it, this customer took straight to social media and when we reached out via email in order to try and help they never replied.

  Customer Answer

  Date: 11/18/2022

  I am rejecting this response because: We became aware of the return policy after receiving the furniture. On the website, here is what is advertised, verbatim: 

  "365 Day Home Trial

  Take some time to get acclimated to your new furniture. In fact, take all four seasons if you have to! Youve got 365 days to try it out. Still not satisfied? Well take it back."

  That does not imply in any way that the customer is responsible for return shipping, nor does it imply that there is a 25% (!!!) environmental fee. 

  This is a fairly classic case of bait-and-switch. 

  
  

  Business Response

  Date: 11/21/2022

  I am sorry the customer did not take the time to read the policy before making a purchase. We have a whole page dedicated to our return policy and another whole page dedicated to the home trial so this information is available to read before a purchase is made so, although we cannot put complete terms on every reference to our home trial, it is available from every page of our site. It is also on order related emails (both the return policy link and the home trial link).

  A return is different than a free return. There is a real environmental cost to custom made furniture and returning items of this size after this amount of time. 

  Customer Answer

  Date: 11/22/2022

  I am rejecting this response because: I am sorry the business can't be bothered to make a distinction between a return and a "free return" on the main page of their website. Burying fees under the greenwashing guise of an "environmental fee" is both anti-consumer and silly. I'm also irritated with the sanctimonious tone that Inside Weather's customer service team has chosen to adopt.
  

  Business Response

  Date: 11/22/2022

  We have shared all we can on the subject.  Our policies are highly visible and this consumer chose not to read the policy.

  Customer Answer

  Date: 11/25/2022

  I am rejecting this response because: I also have shared all I care to. Inside Weather hides its unusual return policy and falsely advertises a one-year satisfaction guarantee. Their customer service is the worst Ive experienced in this industry. 
  

• Initial Complaint

  Date:11/07/2022

  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.

  - Date of transaction: 08/18/2022 - Amount of charge: $2804.88 - Order #IW86682 - Item purchased: couch - Dispute: I was told I would receive the couch mid - late September. It is now November 7, 2022 and I have still not received my couch. I have contact customer service numerous times and each time they say it will get shipped soon and I will receive a confirmation email once it ships. Last week I was told it was going to be shipped on October 31, 2022. I have not received a confirmation of it being shipped. So I reached out to them again today 11/7/22 and they said its being built and may not ship for yet another 2 weeks. I am concerned that my money has been stolen and I will not receive my product.

  Business Response

  Date: 11/10/2022

  This has shipped.  The tracking number is 134965690607and you can track it here:

  https://main.metropolitanwarehouse.com/Client/TrackOrder

  It usually takes 2 business days to show movement, but they are closed tomorrow for Veterans day so it may be early next week before you see it checked into their system.

  We apologize again for the delay we can offer a 10% refund or a 20% gift card to make it right.  I have made a note of that on your account, please let your support representative know which you prefer and they will take care of it.

   

• Initial Complaint

  Date:11/03/2022

  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.

  9/9 - I paid $1,200 to this company Inside Weather (IW) for the delivery of 6 chairs by mid-October (10/15)9/15 - I receive an email from IW stating all 6 pieces are near completion 10/17 - I have not received any updates on shipping so I reach out to customer service who states they are still waiting on wood, they have no explanation for why I had notice the chairs were almost done nor do they have anything to say regarding why there was a complete lack of proactive communication due to inventory issues. The rep instructed me to reach out to them for more information if I want it which is really poor business especially for an ecommerce company.10/18 - After further questioning I am offered a ~$10 per item refund for a total of $61 (or ~$20/item in store credit which I did not want) but instructed to wait for the order to ship, and if it does not by 10/25 we can 'discuss more'10/25 - I reach out early afternoon inquiring on an additional refund as the order hasn't shipped and miraculously I receive a notice shortly after that the order is complete and shipping 11/2 - I reach out to the shipper whose information was given to me by IW rep who, in writing, verified the order did not leave IW until the day prior, 11/1 (one week after the miracle email was sent to avoid further refund)11/3 - I contact IW rep who tells me I am not due further refund as the order was completed 10/25, but their own language stated I am due additional compensation if the order did not SHIP by 10/25.I have no clue when my product will arrive as IW has not provided any details beyond what I have repeatedly had to reach out for myself. This is extremely poor business practice and I encourage everyone wanting to buy their product to avoid at all cost and save your money as it is also extremely overpriced for product outsourced from Asia - American Made not so much, despite their. continued claim as much.

  Business Response

  Date: 11/04/2022

  The time it takes from when an item is shipped to when an item is updated in the shipping portal can vary, however it is factored into the ***** business day transit time we provide to our customers. We factor into that transit time the days it takes for a container to be picked up, the 2 days travel to a central hub before it is checked in and the items are scanned in officially by the carrier.  But that doesn't mean the item is unshipped.

  I see almost daily update requests from the rep and our warehouse team to make sure the item shipped by 10/25 and it did.  The piece was completed 10/22, but not packaged until 10/24 and not loaded until 10/25 - we do not consider anything shipped until it is packaged and loaded for our carrier.  The item was completed and loaded onto the carrier trailer on 10/25.  It was included in the shipping manifest provided to the carrier on that day. 

  Supply chain shortages and staffing issues nationally can cause delays with carriers that we cannot control.  This is why we give a long (***** business days) transit time frame because once an item is shipped (loaded onto a shipping container) the timing is a bit out of our hands.

  The customer was sent tracking at ******* on **/25 and because she reached out to complain she didn't have tracking (even though we sent in via robo email), we later sent it personally when she asked about it.  She says the carrier stated it was not shipped until the 1st, but when you look at the tracking they say it wasn't picked up until the 3rd...so obviously what each company and person defines as shipped is different.   the racking also shows the shipment was registered 10/25 - again that was the day it left our warehouse and was loaded on a container. 

  We do not provide shipping guarantees, we provide estimates and do what we can to ship as close to the estimate as possible.  The customer could have cancelled the order for a full refund up until the day it shipped, but to thank her for her patience we offered this refund.  The customers order did land outside her original estimate and she was refunded 5% for the delay on top of the 10% savings she already received on the order.

  Each piece is made in our manufacturing facility in **************, **.

   

   

  Customer Answer

  Date: 11/04/2022

  I am rejecting this response because: It's unfortunate to see this company is clearly not interested in owning up to their lack of fair business practices and is comfortable doing nothing after dropping the ball. I am not alone in this based on other reviews of shortcomings, so I am not going to accept lip service and a simple 5% discount when I was told, in writing, I would receive a refund additional to the 5% if the order did not ship by 10/25 which it did not. The definition of shipping means leaving the facility, which was not the case until 11/1 at the earliest as confirmed by both the company and the third party shipper who has no reason to lie. For what it's worth, the 10% savings is nothing worth mentioning as the company continuously runs different sales so it is a gimmick in itself to pose product as worth more than it already is. They receive product from overseas and then slap it together in ******* to claim American Made. It is clear they are not BBB accredited for a reason and I will happily see what comes with the *** report that has also been submitted. I have yet to receive my product and won't for 2 more weeks, so I can only imagine how the product is going to arrive at this point. Buyer beware.
  

  Business Response

  Date: 11/04/2022

  I am sorry that the customers definition of shipping does not align with ours.  We will apply an additional 2% refund for the delay by the carrier in scanning the shipment that was completed, loaded and departed our facility on 10/25.

  Customer Answer

  Date: 11/09/2022

   
  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 would still recommend anyone considering purchasing from Inside Weather to look elsewhere.
  
  

• Initial Complaint

  Date:10/17/2022

  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.

  This company is absolute trash and does not care one bit about customer service. We spent over $7,000 to have a beautiful sectional couch with matching ottomans and chair custom built for our new home. When it came time for delivery last Monday, which apparently they contract out to do, the delivery driver claimed he could not locate our house, despite being given specific directions, so they gave up trying and refused to deliver that day. After multiple calls and emails to this company AND the contract delivery company, we finally got delivery rescheduled for today. Did we get our couch delivered as promised? Nope. The driver sat in front of our home for over an hour without unloading because it was sprinkling, barely even raining. As soon as it subsided, I go out to see if they are ready to unload and I find that they had left without even attempting to unload. I called the driver and he refused to return to unload despite the rain subsiding. We've called this company and the delivery company multiple times and sent multiple emails, yet can't get any answers. They have essentially stolen our furniture, so now I'll be filing a police report and letting our bank know of the fraud they have committed so they can return our hard earned money. Oh and I had to move my other couch 4 times now so we can have something to sit on. I'm a 100% disabled veteran with a spinal cord injury and chronic neck, back, and hip pain. Having to move that couch to make room for the now stolen couch has caused me great physical pain.

  Business Response

  Date: 10/18/2022

  This customer has already been refunded in full.  We are sorry that the delivery company we use does not service this area and that forced them to outsource to the only company available to deliver to the area and they did not do a good job.  We hate to think that they made such a bad impression that she rethought the order, but because it was not her fault no fees were charged and she was fully refunded.  Since they are liable for damaged to the item, they will not deliver in bad weather (downpour or drizzle) and would have returned except the customer refused to allow them back (which is understandable and ************** right).

  Customer Answer

  Date: 10/18/2022

  I am rejecting this response because: it is not completely factual. I called the delivery driver and asked him to come back to deliver after the rain stopped, but he refused to do so saying he had already waited over an hour for the rain to stop.
  

  Business Response

  Date: 10/20/2022

  Yes that is correct.  They tried to wait until it stopped and it did not and if they deliver in the rain and they slip or if they damage (or the rain damages) the piece they would have ruined the item and had a claim filed against them - the liability outweighed the value of the item for that delivery team.   

   

  Waiting put all of their other deliveries behind schedule so he was not able to go back the same day. Again this customer has been refunded in full.

  Customer Answer

  Date: 10/21/2022

  I am rejecting this response because: so 2 weeks in a row we were guaranteed delivery of our furniture, yet you could not fulfill that delivery and we lost out on beautiful furniture. Not to mention we had to move our other couch 4 different times due to non-delivery. I'm disabled and having to do that because you failed to deliver twice caused my chronic pain to worsen. Your customer service is horrible and the company you use for delivery is just as horrible. Hope you're happy losing out on a profit if over $5,000, and trust that word of mouth about our terrible experience will spread far. You didn't just lose our business, but far beyond that. I hope you are happy, because we are more than happy to give our hard earned money to a smaller, local business who treats their customers well. 
  

• Initial Complaint

  Date:10/14/2022

  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.

  The furniture that I purchased from this website 6/8/22 did not fully arrive until 10/5/22. Originally, when I paid for the items the estimated delivery date was late July. 7/5, I got an email from the company saying that the items would be delayed until early August, and they offered me free white glove delivery at that point. I received no further communication until I emailed them 8/12 asking for an update since early August had come and gone without any emails saying that my furniture had shipped. The emails I got in response said that my items would ship the next week, and when that didn't happen they said it would be the following week. They offered me a 5% refund, but said that was the most they could offer in recompense. After emailing them multiple times as my items had still not shipped, they finally pushed my items to the front of the list and they were shipped out. The delivery company brought the items that were shipped to my house on 9/24, but unfortunately Inside Weather did not include all of the necessary hardware for my furniture to be assembled, so the white glove delivery was not accomplished. I asked them for the rest of the hardware for my furniture so that this whole ordeal could be over, and that was finally delivered 10/5. I assembled my furniture myself and the company has further been difficult to communicate with about how this was mishandled. They have offered me a 15% discount further, but I feel that this is not adequate considering that I did not actually get the white glove delivery that was promised and my furniture took 3 months longer than originally promised.

  Business Response

  Date: 10/26/2022

  We have spoken to the customer and explained that she has received a combined discount of 40% off on her item.  We understand the experience was not ideal which is why she has received such a large discount.  Sadly there is no more room for discounts.  We also sent all the parts needed for the lost package.  

  I also offered to personally handle any future order to ensure she received the highest level of care from the beginning.