ComplaintsforHotel Warehouse
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Complaint Details
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Initial Complaint
10/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
May 5, 2023 I purchased a rollaway bed from Hotel Warehouse. They sent me the wrong bed. I was told to send it back by *** for a full refund. They were initially supposed to pay for pickup by ***, but I ended up paying the fee. The bed was returned by *** on 5/24/23. The same date it was returned I received an email from Hotel Warehouse stating that my money would be refunded. I originally purchased it through PayPal. The money was never refunded to PayPal or my Discover Card. The email clearly states all $457.73 was refunded, and $0 dollars was owed to them. I opened a dispute with Discover who ruled in Hotel Warehouses favor because they allege they never got the bed back. This is a complete lie. The same date of The *** delivery confirmation they sent the email saying they refunding my money. Fraudulent business practices is going on with Hotel Warehouse. They know the bed was returned to them. I want my money back or the next step is legal action.Business response
11/13/2023
My supervisor confirmed that we did receive the item back from the customer, and he issued her a full refund today. Attached is the approval for the refund, and we apologize for any frustrations or inconveniences this has caused.
Customer response
11/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
04/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
7 minutes agoNEW-Edit The foldaway bed I ordered was too small so I wanted to send it back. Their refund policy says to request a return authorization number before sending it back. If you don't have a return auth number and send it back you won't get your refund or the product back. So I called the phone numbers...numbers because they constantly changed, finally got through to a person who told me I needed to send an email for a return auth number. I emailed and got a response that "this will be forwarded to the team for review". A day later (you only have 7 days to return an item) I still hadn't heard anything so I emailed again twice. I get a response saying they were happy to assist me and they copied their return policy into the email. Well I know the **** policy I need an auth! I said as much in my reply email and decided to call again. I got a person on the phone but the background noise was so loud it was hard to hear her but it was obvious it was not in an office or warehouse setting. She told me that the email was authorization in itself and I didn't need a number. Even though she had just sent me the email saying I needed an auth. I asked her what do I do, how do I ship it, where do I ship it, how will they know its a return if no return auth number associated with my order will be on the box? She said I had to send it back on my own expense and use any shipping company I wanted to. She did not say how they would know it was a return and how to refund my money. The personal cost to ship the bed back would have set me back almost the amount of my refund which means I'd lose money sending it back. They should have followed their policy and sent a return authorization and helped with shipping costs.Business response
04/28/2023
We informed her of our return policy and it was listed and said buyers need to return the merchandise to us before we can issue a refund, and I have offered her a return label now she no longer wants to return it now.Initial Complaint
12/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
**** Spa placed an order for 2 luggage carts from Hotel Warehouse in August 2022. The product arrived damaged (photos available for review) and missing parts (wheels and hardware). Hotel Warehouse offered to send the missing parts and provide free shipping on 4 more luggage carts (we expressed a need for 6 in total). After 6 weeks, Hotel Warehouse (now going by KitchenZip.com) emailed to say that shipping would cost an additional $500. We asked them to honor the original pricing and current pricing on the website (screenshots available for review) and they refused. We would like delivery of the 4 carts for the original price quoted, or to have all 6 carts refunded. They can take back the original damaged 2. Pricing is deceptive, and concerning change of company name.Business response
12/22/2022
Order was full fill and completed
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.