Complaints

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

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  The Warming Store

  3791 Main St Manayunk, PA 19127-2107

• 

  The Warming Store

  3791 Main St Philadelphia, PA 19127-2107

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:02/09/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 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:01/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 received an Early Black Friday promotional email on 10/27/23. This prompted me to order a warming vest for my husband. I knew the brand was a reliable brand, so I placed the order. Come to find out this vest only warmed the hands, which is not what he wanted, so I reached out on 12/27/23 to request a return authorization. I was emailed back and was told it was out of the 30 day return window. I decided to call, seeing they were promoting an early Early Black Friday sale which is clearly a Holiday event. They would not accept my return. I requested to speak with a supervisor, but one was available, so I requested a call back. I never heard back, so I emailed them and called again on 12/29. I communicated to them that I their return policy does state 30 days, but also states no returns after 60 days, so it was confusing and if I had purchased the item 14 days later, I would have been able to return it under their Holiday policy. I asked again if I could speak to a supervisor as the vest was pricey and it did not meet the needs. At this time I was told they will take it back at a 30-50% restocking fee, but they would not commit to any actual fee and honestly, due to the confusion with their policy and actively having a black Friday sale, I wanted my money returned to me 100%. I requested again to have a supervisor return my call, but I never heard back, nor did I hear back from the two additional emails I had sent. I attached the email copies with their confusing policy, the email promotion noting Early Black Friday sale on 10/27/23 for your reference. How can a retail establishment promote an Early Black Friday sale and not accept returns with purchases made during this time? They obviously have exceptions on their 30 day return policy if it also states no returns after 60 days and my item was received around 12/5/23. Any help is much appreciated

• Initial Complaint

  Date:12/20/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 December 12, 2023 I ordered 2 different charging units from JustBrand Limited dba The Warming Store. I paid for these items through ******, (Transaction ID *****************, Invoice ID ************** . The Warming Store apparently did not want to honor the order and sat on the ****** authorization until December 19 after the sale had ended and resubmitted the order to ****** on a second transaction changing my order to 1 item and pricing from 32.62 for 2 items to $32.62 for a single item. (Original order; December 12, 2023; ******* **** 7V Dual Wall Charger, $19.99, + ******'s ******* 7V Battery Dual Car Charger, $9.95) (Changed Order; December 19, 2023; 1 ******* **** 7V Dual Wall Car Charger, $32.62.)The Warming Store is practicing Bait and Switch with their Christmas Sale pricing. Both of these invoices were charged on my ************* ********** yet I have not received any confirmation from the Warming Store on either of these Transactions. I have logged into my account at the Warming Store and NONE of these transactions show in my orders. I have attempted to contact The Warming Store via [email protected] and am not receiving any replys to my enquiries as to this issue. The charges show that JustBrand Limited is the receiving entity for these charges.

• Initial Complaint

  Date:12/14/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered some shoes from the warming store on cyber Monday because they said they were in stock. It’s Dec 14 and I still havnt gotten them. They sent me a email letting me know they could fulfill my order until Dec 25 and I wouldn’t receive them until Jan. It may be petty but I would have spent my money with another vender if I k ew the add was a lie just to hook me .

• Initial Complaint

  Date:12/12/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  ***** first attempt resulted in a message that the address was wrong. ***** told me only the shipper (Warming Store) could correct it. They won't claiming they can't. ***** then sent 4 messages claiming no one was home (no one needed to be, no signature required) ***** claims the driver was here but 4 people living here and our cameras prove they were not. They have been going to the wrong place. ***** should have sent it back after the 3rd try. The Warming Store is holding my payment and doing nothing to get this fixed. ***** now shows it out for delivery for the 5th time but its still going to the wrong place. The Warming Store has basically just robbed me.

• Initial Complaint

  Date:10/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 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:

  UnansweredMore 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 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:

  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 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:

  UnansweredMore 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.

  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:

  UnansweredMore 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 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.