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The Warming Store

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Warming Store's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Warming Store has 2 locations, listed below.

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    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 10 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:02/09/2024

      Type:Product 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.
      On November 24, 2023 my wife ***************************** placed an order with this company (The Warming Store/****** ****) through ****** for a Base Layer Heated Shirt Size XL. (Order Reference# *******-******) and she utilized a "Black Friday Online Coupon" for $50 which reduced the price from $159 to $109. Upon receiving the item, the shirt was the incorrect size (Large instead of Xlarge!) and when she contacted them about the issue, instead of simply having her send the incorrect size back and exchange it for the correct size they FORCED HER to COMPLETELY REORDER the item after sending the incorrect size back ! This was highly irregular and should not have happened, because when she-in a mad scramble to reorder the item to get it in time for Xmas- reordered the item again through ****** the coupon was not honored causing us to have $50 more on our ****** bill than we would have had the company either a.) sent the right shirt size the first time or b.) simply exchanged the item for the correct size instead of insisting on a complete reorder of the product ! This resulted in us paying $159 instead of the $109 we should have paid with the coupon, and every time I have attempted to contact the company to resolve this through both phone and email a manager is conveniently "not available" to discuss the issue with me. I find this unacceptable...no reply at all, no return phone call, when their mistake caused this issue in the first place. I tried calling the ************** number numerous times as well as emailing [email protected] all to no avail. I have an address of : **** ***** ******* attn: Returns **** **** ** Philadelphia, PA *****. There is also a ###-###-#### number on the packing slip to which I'm not sure where it goes. I just wish to recoup my $50 and get a much deserved return call from them which should have been honored through the original coupon used when ordering the product since they only refunded the $109 instead of the $159 !

      Customer Answer

      Date: 03/07/2024

       I appreciate your efforts to help...the one thing I would ask is that I did actually leave my own review to share this experience and warn others of this business and it is yet to be visible on the BBB site.  Can you expedite this for me please ? If I cannot recoup my losses then at the very least I'd like to let everyone know how badly this place does business and clearly does not value their customer in the least !

      Thank you so much !

      ****************************
      ************************** (****)
      Pottsville, PA *****
      ************

    • Initial Complaint

      Date:10/11/2023

      Type:Product 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.
      I purchased winter boots with cleats on Aug 27, 2023. Ordered a size up, but the boots were still too tight. Contacted the warming store to initiate a return. I received an email with an address. No return shipping was offered and it cost over $40 to return the boots. When I received the second pair of boots (suppose to be a size 11) they are also too tight. When I contacted the company about sending the boots back for a full refund including the return shipping, they told me I should have requested a return shipping label when I initiated the first return! I requested to speak with a manager about the situation, I was told he was unavailable and would have to call me back. Of course, I did not hear from anybody. I have a pair of boots that dont fit and I refuse to spend another dime shipping this pair back!!

    • Initial Complaint

      Date:07/24/2023

      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.
      I placed an order on July 8th, 2023 that I have yet to receive. I received a confirmation email and a product guarantee (attached). The status as of 7/24/23 is "Processing". I have emailed the company twice, called the customer service line multiple times, and tried the customer service chat in order to get an update. Today I filed a ticket. I have yet to receive any response. I would like an update on this order ASAP.

    • Initial Complaint

      Date:03/05/2023

      Type:Product 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.
      On 1/9/23, I placed an order from this company for a new pair of heated slippers. They were $159.90. The slippers I received were used. There was pet hair in them, they were not in the original box, and the components that were in the original packaging were haphazardly placed in that packing. Because of the used condition, I returned them for a refund. I stated this clearly in the email conversation on 1/14/23 after receiving the run around about them paying for the return. They finally agreed to pay for the return and it was received by the company on 1/25/23. I wrote to the company on 2/14/23 asking where my refund was and was told they shipped me an new pair in exchange. I responded that I did not agree to an exchange and wanted a full refund. I also asked for the tracking number. They provided it so I looked it up and found they were lying; the shipping label wasn't created until the afternoon on 2/15; this was a day after I asked where my refund was on 2/14 and also after I was told it had been shipped on the morning of 2/15. I called out this falsehood and they did not address it. They also would not make any attempt to stop the package. Instead, they said I had to refuse it. I called ***** and was able to refuse it before it was transferred to my Post Office. I was once again waiting for my refund. Cut to 3/4/23 when I receive another package from this company that appeared to be yet another attempt to force me to accept an exchange. I refused the package at the post office on 3/4. After more than 30 emails with their customer support team (attached), I have no confidence in this company's integrity so I am filing this claim. This company has a return policy and I followed it, but they have not. I'm also considering filing a fraud report with the FTC for selling used goods as new.

      Customer Answer

      Date: 03/09/2023

      Regarding Complaint ID  ********; The Warming Store, you wrote: "In the meantime, if the business resolves your complaint, please let us know." I'm emailing separately because I couldn't find any way to let you know from the Complaint Hub that I also filed a claim with ****** and the business has responded to that and refunded me in full. 

      Thanks,

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

    • Initial Complaint

      Date:02/18/2023

      Type:Product 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.
      This store did NOT credit my ****** *** Account the $224.10 which I paid for on Dec. 15th of last year for a black warming coat with heated battery. Had to return twice because batter was defective, made by ************ in Mongolia. Please help me get this credit back to my account!!!! They always give me the "run around" when I call this store! HELP.

      Customer Answer

      Date: 02/22/2023

      I found the invoice from this company!

      **** ***** Limited order number ******

      order placed on Jan., 23 2023l DATE PROCESSED JAN. 24, 2023

    • Initial Complaint

      Date:02/08/2023

      Type:Product 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.
      I sent a refund into the Warming Store a month ago. I have called in three times and I am always told I should be refunded next week. I am just looking for my refund.

    • Initial Complaint

      Date:02/05/2023

      Type:Delivery 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.
      On 3Jan23, I made a purchase with The Warming Store. My credit card was charged immediately for the purchase, yet the product did not ship from them until 10Jan23. When it arrived over a week later (shipping from PA to GA), the product did not fit and I shipped it back. ***** notified me that it arrived back at The Warming Store on 23Jan23. I did not hear anything from them in the next couple days, so on 26Jan23 I emailed them asking when the refund would take place. I did receive an email back that same day stating "due to the huge volume of returns, there are currently some delays in the processing of refunds." I replied on 28Jan23 that they had my return for five days at this point and expected my refund no later than EOB 30Jan23. On 30Jan23 I received a reply stating "upon checking, our returns team is currently working on the returns which arrived in our warehouse on January 11 & 12, 2023, and it will proceed accordingly.On 3Feb23, I emailed again asking for an update on the return and have yet to receive a reply.

    • Initial Complaint

      Date:12/05/2022

      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.
      I placed an order for a product that was onsale on 12/4/22. I received an order confirmation and the payment was withdrawn from my paypal account. On 12/5/22 I received a refund on my ****** account and later an email from the Warming Store about an order cancellation.The cancellation email stated the product ordered was no longer in stock. I then checked the website and the exact product and size was still listed but no longer at the sale price. The product was not at the original retail price. I gave them several hours to see if the website was late in being updated. After almost 8 hours I can still purchase the size and product but at the retail price. This was for order # ******. I believe the company should honor their original price and fullfill the order#.

    • Initial Complaint

      Date:10/29/2022

      Type:Product 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.
      I returned a pair of heated socks that after only 3 recharges would no longer recharge. I felt that the quality oc the item was poor and that the manufacturer should stand behind the product even if it meant replacing all or some of the components. I received everything I sent back in the same box with no acknowledgment they had even looked at the defective product. Poor customer service on an item that should have been better quality.

    • Initial Complaint

      Date:07/26/2022

      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.
      I ordered a jacket from my husband that was not the right size, I returned the jacket and ordered the next size up which I was also charged for, but this company never refunded me for the first jacket that was returned to them.

      Business Response

      Date: 08/10/2022

      Custotmer purchased product from **** *** and not our store. They did contact us to provide return tracking but we believe it was sent back to **** ***.

      We do not have the funds to issue a refund since the order was not from our website.


      Customer Answer

      Date: 08/24/2022

      Spoke to **** *** regarding this and they would not accept return stating that it “ships from manufacturer” (****** ****). January 3, 2022, I received Email from Jane with your company support team, with instructions for returning this jacket, including the address for return. January 7, 2022, the jacket was returned to your company via Priority Mail in the original packaging.  I received an email from Jane with Support Team stating that the jacket was received January 13, 2022. She also stated “processing of returns is 7-14 business days since it is the holidays.  We truly appreciate your business, and we apologize for any inconvenience caused by this delay.” February 9, 2022, when I still had not received the refund, I provided my telephone number (via email) and asked if someone would contact me to discuss this return and refund.  No one telephoned me. February 25, 2022, after receiving no other correspondence I sent an email to “Claire” in Customer Service, telling her that I had been in communication with at least 3 different people in that department. Also told her that I was still waiting for my refund of $300.11 (cost of jacket-$265.61 plus $34.50 – shipping costs since I was first told I would receive a shipping label and then told I would not and had to ship it myself). March 2, 2022, I received email from Jane in Support Team stating “We have raised your concern to our headquarters regarding the refund and they will look into it further.  Once we have an update from them, we’ll let you know”. I have heard nothing more. The last time I spoke via telephone with the customer service dept. I was hung-up on.  Then no one would answer the telephone when I tried calling back. Copies of all correspondence are available.

    The Warming Store is NOT a BBB Accredited Business.

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