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Business Profile

Online Retailer

The Ritz Carlton Shops

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 2 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:08/17/2023

    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.


    Complaint: 20486928

    I am rejecting this response because:

    I am not satisfied with the resolution. Although I did receive a refund and reinstatement of my benefit - no efforts were made to accommodate the hours of time I spent escalating the issue with untimely responses.  These escalations occurred via phone calls and e-mails to the Ritz Carlton shops, Marriott Corporate, and to my personal Ambassador at Marriott Bonvoy.  

    Simply reinstating my benefit and refunding should happen automatically as that is what I had to begin with.  But no resolution was ever provided beyond that.

    I want consumers to know Buyer Beware - and that customer service and management will put you through the wringer if there is an issue with your order unless you put in hours of your time.  Not to mention they will not communicate delays or issues - you will have to do that yourself.


    Regards,

    *******************************

    nual choice benefits with Marriott Bonvoy for my top level brand status. I escalated this to their corporate team and they apologized but did not offer any resolution beyond giving me back my annual choice benefits and an apology. Thats disappointing but the main focus here is the Ritz Carlton Shops are bad business and I would highly encourage Marriott Bonvoy to dissolve this partnership.

    Business Response

    Date: 09/11/2023

    The customer received a refund for their order on August 17, 2023 and re-instatement of his benefit.

     

    Sincerely,

    ***********************

    The Ritz Carlton Shops/Hotels at Home 

  • Initial Complaint

    Date:02/16/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Purchased a king size mattress and box spring from Ritz Carlton Shops on June 4, 2022. Contacted by Fidelitone for delivery to be on November 23, 2022. Delivery never occurred, we were told that the delivery truck broke down and rescheduled delivery for November 30, 2022, not the next working day which would have been November 25, 2022. On November 30, 2022 never contacted, could not contact anyone at Fidelitone who knew where the delivery truck was located, but never received the delivery. Contacted Ritz Carlton Shops to resolve the issue, bu tno resolution occured.Contacted on November 31, 2022 by Fidelitone that they had lost the king size mattress and box spring and were looking for it, but it might take up to three weeks. I am not sure how you lose a king size mattress and box spring, it is not a small piece of furniture. They were never able to find the mattress and box spring so we had to reorder a new with Ritz Carlton Shops. Contacted by Fidelitone that the new mattress and box spring would be delivered on February 15, 2023. When mattress was never delivered, contacted ********** and they stated that it is now rescheduled for February 22, 2023. This has become a viscous cycle and we still do not have the king size mattress and box spring. We are concerned that this is a scam by either Fidelitone or Ritz Carlton Shops and there is no intention of ever delivering the mattress and box spring we purchased in June 2022.

The Ritz Carlton Shops is NOT a BBB Accredited Business.

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