Complaints

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:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  An order was placed on 3/15/24, Order # ******, PO N000371620, for approximately 20 different items, for multiple quantities. We received partial shipment which was on a pallet that was not fully secured. There were crushed boxes and a visibly open box. Upon inspection of all items, we discovered only 2 damaged pillows. National Hospitality was notified on 4/11/24. On 5/10/24, they confirmed we were eligible for a refund/credit for 2 damaged pillows, in the amount of $28.02. We had returned bed bases and box spring covers, Item XC5804, Qty 12. National Hospitality confirmed receipt of the items and stated they were eligible for return, in the amount of $96.89, even though we paid $119.40. We have not received a refund check after asking several times for a status. My complaint continues. We requested a return of mattress toppers, which remained lumpy and hard, Items MT75F (qty 9) and MT60Q (qty 8). On a couple emails, they told me to let them sit for awhile. I explained that we should be entitled to return items if we wish to do so. After numerous emails regarding returning the items, I never received a reply. My last email regarding this was on 6/25/24. I would like the owed refund check (damaged pillows and returned items) and the ability to return the mattress toppers and receive a refund check for this as well.

  

  Business Response

  Date: 08/01/2024

  To BBB:

  This order does not warrant a BBB Review, 

  I) 12 bed base covers were returned. The $***** credit reflects $119.40 less a 25% restocking fee, with sales tax added onto the credit.

  II) $***** was credited for the 2 damaged pillows

  III) $124.91 for the combined total (***** + *****) above was refunded via a check issued 7/10.

  IV) A $2,075.28 credit reflects the value of mattress toppers with sales tax (no deductions). A refund check is being sent week of 8/5/24.

  Mattress Toppers had issues with lumps/bumps, however with time with the Toppers we tested at our facility they all recovered which is why we wanted to give our customer's toppers a chance to recover from being compressed for months. After it was clear the customer wasn't happy with the product or their product wasn't "bouncing" back we agree to refund the value of the Mattress Toppers.

  The whole process on National Hospitality's end has been more than fair.

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I reviewed the vendors comments and have asked our Accounting team if the refund checks have been received. I was never notified refund checks were issued, even after my numerous emails.

  I have not been notified regarding the return of the mattress toppers, as we need either a shipping label or return address information. Should I contact them directly? Im concerned my inquiry will be ignored, as previous emails had been.

  
  

  
  Regards,
  
  M Mayne

  

  Business Response

  Date: 08/14/2024

  Our Previous Response indicated our ********************* was working on a refund check that would be processed on our next check run.

  Customer should still communicate direct with us via email or phone, BBB shouldn't be used as an in-between.

  Attached is our proof of refund check that was put in the mail today (8/14/2024). I would expect customer to receive the check via **** within the next 3-4 business days.

  Any further questions, please email our staff at ************** or give us a call at ************** (8AM - 6PM CST).

   

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In November of 2023 I purchased some bedding from National Hospitality Supply. The bedding, after washing once was threadbare and in unacceptable condition. After contacting supplier and explaining my situation, *** in customer service provided me a return shipping label via the US Post. After returning the items the company continued to bill me and add a finance charge to the returned items. Per the company's return policy, if you made a mistake ordering, you pay for the return shipping, if the company made a mistake, they pay for return shipping. National Hospitality sent a prepaid shipping label to me, therefor it was their mistake for sending defective merchandise. I would like an invoice reflecting a zero balance. I have been a customer for over 15 years and never returned any product. It is a shame to lose my sole supplier over their refusal to own up to their $332.00 mistake.

  

  Business Response

  Date: 02/22/2024

  Order #****** was placed over the phone on November 16, 2023 and the ********* ***** (Made in *******) sheet's we've been offering to customers for 20+ years without an issue were shipped on November, 16, 2023. Customer stated multiple times that what he ordered is not what is described in the catalog. The items he's referencing can be found on the order receipt attached (Item #CP88C 01 - Color Full XL Flat 81"x108" Sheet- Blue + Item #CP58C 01 - Color Full XL Fitted 54"x80" Sheets- Blue). The correct items were shipped as described.

  For payment terms, due to customers previous order history, he was invoiced with Net-30 terms from the date of the shipment (November 16th, 2023). Customer contacted our office on December 21st, 2023 to state he was unhappy with the quality of the sheets. Customer at this time did not disclose that the sheets had been opened and washed. Our return policy is very clear as shown online here: *******************************************. Our customer service staff issued (2) pre-paid shipping labels to the customer and scheduled a *** pickup as a courtesy for the sheets. Once we received the sheets back, our Distribution manager inspected the sheets and found the following:

  - 1 Dozen of CP88C 01 - Full XL Flat Sheets - were in re-sellable condition, unwashed, original packaging. You will see credit memo of $108.75 which reflects cost of merchandise less our stated 25% return/restock fee of merchandise total.

  - 1 Dozen of CP88C 01 - Full XL Flat Sheets - were washed, not in original packaging, and not acceptable for reselling

  - 1 Dozen of CP58C - Full XL Fitted Sheets - were washed, not in original packaging, and not acceptable for reselling

  Customer was informed after the return was processed that the 1 dozen CP88C and 1 dozen CP58C sheets were washed. Customer was given the option to have our warehouse ship the sheets back. Customer declined this offer and subsequently has not paid any deposit towards the sheets or return shipping fees. Customer is 98 days past due on payment of the sheets.

  Our Resolution: We will ship the (2 dozen) sheets back to the customer at no additional charge as well as waive all finance charges provided the customer contacts our office to pay for the remaining balance on the original invoice #******. We have been reasonable and fair throughout this process.

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 sheets from national hospitality supply for the first time. When I finally received the sheets, they were horrible quality not as described at all!! They had horrible pink stitching on them and were hard as cardboard. These are not acceptable hospitality sheets. I wouldnt put these in a hospital bed.! I returned them to the warehouse as directed, and they said they couldnt give me a refund because they had been opened. I had opened them to inspect the quality. I paid a lot of money for these sheets, and I didnt even use them or touch them. They were immediately returned,this company is scamming people.

  

  Business Response

  Date: 01/19/2024

  Order #****** - Web #******

  Our ******** 180 Ct ***************** (#LW901T) have a Pink Hem on the bottom (foot of the bed) of the flat sheets to help housekeepers distinguish the size of the sheet. The sheets are also pre-treated with a starch to reduce the effect of wrinkles while in packaging. The starch does wash off after the initial 1-2 washings and the sheets return to their original softness. This information was relayed to the customer.

  Additionally - Our return policy is attached. Under Conditions of Returns:

  =================================================================

  All returns must be returned in new (unused) condition in the original packaging, complete with any guarantees, and operating and/or assembly instructions that were included in the original package. Products that are made to order or customized at your request, including anything custom printed/imprinted (key tags, advertising specialties, etc.) or made-to-measure or custom colored (draperies, blinds, lamp shades, upholstered furniture, etc.) may only be returned if we did not follow your instructions or if there are defects in materials and workmanship at the time of delivery. Defective custom merchandise must be returned within thirty (30) days of delivery.
  
  Any return where the packaging is damaged upon return, not in a resellable condition, or which requires repackaging by our warehouse, is subject to additional fees.

  =================================================================

  This customer returned the original quantity of sheets ordered (1 dozen). The sheets are packed in 6's. One pack of the 6 was in the original packaging and unopened. The other 6 sheets were all unfolded, not in the original packaging, and thrown into the box (See sheets return.jpg attached).

  We did initiate a refund for the (6) sheets that were in the original packaging less the return shipping/restock fee as noted in our returns policy.

  The (6) sheets that were not in original packaging & not in resellable condition were not awarded any credit per our return policy attached.

  You may also review our return policy stated on our website here: *******************************************

  Customer Answer

  Date: 01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************