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Business Profile

Hotel Products

Hotel Warehouse

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Products.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/23/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    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

    Date: 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 Answer

    Date: 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

    Date:04/12/2023

    Type:Product Issues
    Status:
    Answered
    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.
    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

    Date: 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

    Date:12/07/2022

    Type:Product Issues
    Status:
    Answered
    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.
    **** 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

    Date: 12/22/2022

    Order was full fill and completed

Hotel Warehouse is NOT a BBB Accredited Business.

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