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:04/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2024

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

  Customer Answer

  Date: 04/17/2024

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

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/22/2024

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

• Initial Complaint

  Date:12/31/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/04/2024

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

  Customer Answer

  Date: 01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.   Please note, that I contacted Jackfruit/Inside Weather numerous times prior to the discovery of the missing box.  They provided no additional information and said the issue was with the shipper (who still had no idea the boxes were missing).  Only upon filing this complaint, did action begin and the issue of the missing box materialize and shipping plans develop.

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

  
  

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/11/2023

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

• Initial Complaint

  Date:11/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/06/2023

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

  Customer Answer

  Date: 11/06/2023

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

  Business Response

  Date: 11/07/2023

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

  Customer Answer

  Date: 11/07/2023

  Here you go:

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

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

  Business Response

  Date: 11/12/2023

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

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/06/2023

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

• 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.