ComplaintsforInside Weather

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  07/30/2024

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  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?

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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.
  

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  11/06/2023

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

  Customer response

  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

  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 response

  11/07/2023

  Here you go:

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

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

  Business response

  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.
  
  

*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. ↩