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:09/25/2023

  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.

  On June 19, 2023 I ordered a 4-1/2 ft Adirondack Porch Swing - ***** Blue x1 The order number is *****. The price was ********. I paid with a Ma stercard CreditCard. I have never received the swing.

  Business Response

  Date: 09/25/2023

  Hi ******, we are sincerely sorry about this issue! Upon further investigation, unfortunately one of our workers dropped the ball on not processing the purchase receipt for the team to process and ship out your swing. Rest assured they will be held accountable for their actions.  I also noticed this is your first time reaching out to us regarding your order. Please feel free to reach out to us via *************************************** and we will be more than happy to assist going forward. I have issued you a full refund for your order. Please allow your credit card company a couple of days to reflect the refund. A refund confirmation was emailed to [email protected] have also attached a screenshot of your refund confirmation. Again, we are truly sorry the ball was dropped. 

  Customer Answer

  Date: 10/11/2023

  I have received a full refund from the DuraWeather company on Septemder 17 2023.  Thanks very much for  helping me out with the problem. From *************************.

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a rocking chair online. It required assembly as I expected. The website says 3 to 5 minutes to assemble. I spent all day and could not make all the parts fit. The instructions were useless in several ways. The illustrations of the parts did not resemble the parts that arrived. For example some trapezoidal parts were shown as rectangles. Some of the parts had no labels so were difficult to relate to the instructions. Some of the parts need to be assembled in a certain way but it was not noted on the instructions. The instructions were minimal and some of the print was smeared. When I called the contact number during their posted hours, I got a phone company message saying the number was out of service. I am not sure if this is a legitimate business.

  Business Response

  Date: 09/18/2023

  Hi ****, our ************ number is in service and works. There are 2 options to click, option 1 would be for sales and option 2 would be for customer support. Option 2 directs our customers to email *************************************** for the fastest response. Due to the labor shortage our customer support is handled through emailing ***************************************. Our customer service reps ******* to inquiries the same day and is the fastest way to get any issues resolved. If our customer service team is unable to assist via email, they will schedule an appointment to have a call with our warehouse supervisor to better assist our customers. Since this morning we have received your inquiry and have replied back to you asking if you needed assistances and/or if we can set up an appointment for you to speak with the warehouse supervisor to assist you. Your email only consisted about reporting us to the BBB etc. If you still need assistance please reply back via *************************************** and we would be more than and willing to help. Your rocker was shipped with instructions, the instructions have part numbers and all of the information you will need to put together the rocker. Sometimes the stickers can come off the chair parts during shipping because it is moved a lot. However, we are sorry you had trouble understanding the instructions because it was smeared. We can also email you the rocker instructions. Again, if you still need assistance please let us know and we would be more than happy to help you assemble your rocker that was shipped and delivered. I have attached our email cor*******ence for BBB to review. I can assure you we are a legitimate company and our phone number works... If we were not a legitimate company we would not have *******ed to your reviews/  inquiries nor we would be have shipped the rocker you purchased. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20615525
  
  I am rejecting this response because: Duraweather did not address my issues. They did not provide accurate illustrations of the parts that were sent. The instructions are vague because some parts could be assembled in various ways that do not work. There is no instruction to prevent this or to give sufficient guidance.They did not correct this. In their response they merely repeated themselves with out addressing the issues I previously described. I spent hours trying to figure out how this chair was supposed to go together. I am fortunate to have access to the tools to redo what should have been done properly in the first place. Duraweather needs to redo their instructions so subsequent people do not have this hassle.They need to post all reviews including negative ones. I looked up reviews of their product on other sites and saw additional people who had similar problems. No negative reviews show up on their site. Duraweather has a difficult return process where the buyer pays a large restocking fee plus shipping for a faulty product. Based on all of this, my impression is they are a scam.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/19/2023

  BBB, please see attached screenshot of ****** reviews on our website... she not only left 1 review but 2.. ****, after you leave a review our system has to ensure it is a legitimate review so it goes through a review process to ensure the reviews left are verified. Because you simply went on our website and left a review our system needed to ensure you were a verified purchaser. Had you submitted your review through your order the process time would be shortened.   

  Business Response

  Date: 09/25/2023

  We have sold many rockers, and this is the first time the instructions were pointed out to have issues. Thank you for your suggestions and we will forward your suggestions to the General Manager to relook at our instructions for the rockers. ****, we have responded to your inquiry and asked you for us to have the warehouse supervisor call you to walk you through the process of assembling the rocker you have rejected that offer other than looking to improve the instructions for the rockers there is not much we can do to help you as you are not wanting or willing to speak to us for us to help you assemble the rocker. Regarding your reviews ****, our website reflects your reviews. Please note, after you leave a review, our system must ensure it is a legitimate review, so it goes through a review process to ensure the reviews left are verified. Because you simply went on our website and left a review, our system needed to ensure you were a verified purchaser. Had you submitted your review through your order the process time would be shortened. BBB, please see attached screenshot of Marys reviews on our website. 

  Customer Answer

  Date: 09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am not happy with my experience. Because the return costs were so high, I put new holes where I needed to to get the chair together. Since I did that, there was no use in calling the warehouse manager. The company needs to improve their instructions in ways I detailed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/28/2022

  Type:Billing 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 was shopping for patio furniture and came across the DuraWeather Website. There was a black friday sale on put an item in my cart to save for later. I accidently hit the paypal button and the sale went through. I immediately contacted the company with the order number generated and explained that the order was placed by mistake and to cancel it. Today, Monday 11/28 I receive a email response from a person named **** explaining that he will be happy to cancel if I agree to a cancellation fee of 30%. I explained to him that no where in the process of placing the order was I ever informed that there would be a cancellation fee and after the fact demanding this to cancel a mistakenly placed order is akin to Consumer Fraud and demanded a full refund.

  Business Response

  Date: 05/05/2023

  Customer's request was honored. Per his request, his order was cancelled and refunded in full ($949.05) on 12/03/2022. 

  Customer Answer

  Date: 05/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/01/2022

  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.

  Ordered over $3,100 worth of furniture 16 weeks ago - ORDER #****. Two chairs and a table were sent in about a week, and were the WRONG ITEMS. They did correct it, but we were required to send a ton of photos and take the heavy pieces to UPS as they wouldn't pay for pickup.
  
  The remainder of our furniture was supposed to arrive "in 6-10 weeks OR LESS." In fact, it still says on their that the furniture will arrive in that timeframe. As I said, now 16 weeks and nothing. Every month they tell us we will absolutely have it by the end of the next month. Per their emails, we were supposed to have the furniture by the end of July, then by the end of August. I now cannot help but believe this is a scam and we will never get our furniture.
  
  We want a refund for what has not been shipped. This is $2,184.05 to our American Express that was used for the payment on May 14, 2022 at 4:28 PM
  

  Business Response

  Date: 09/07/2022

  Consumer Response /* (2000, 6, 2022/09/06) */
  Refund of $2,184.05 received on 09/06/2022 via credit to original credit card used for payment. Thank you BBB for your assistance!