Hotels At Home

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meThey complied with my request to refund the shipping costs because the bed was delivered past its original due date I have received the product and am happy with overall quality and resolution to my complaint

The customer has received his bed delivery April 8, and is satisfied

Customer received the Suite Dreams Mattress & Box Spring as ordered. This is a non-refundable purchase

Customer was responded to by email ( please see attachment) in regards to the bed she purchased with SoBoutique. As explained in the email, The SoBed is made exclusively for our hotels, and while it comes from the same line of Serta Perfect Sleepers, it differs, and is exclusive to
SofitelOur mattress is more durable, with greater edge support, and a sturdier constructionIt is made to last through many years of guests, in all shapes and sizes, and should wear much longer with residential use

The customer has received his bed delivery April 8, 2015 and is satisfied.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. They complied with my request to refund the shipping...

costs because the bed was delivered past its original due date.  I have received the product and am happy with overall quality and resolution to my complaint.

I am rejecting this response because:
It seems very unlikely an established brand like Serta will use the exact same model name/number/type for mattresses with different specifications and construction. I am not convinced this is the case. There is no label on the mattress I received that mentions SoBed brand to make the distinctions the vendor described. It is simply Sofitel's excuse, unless they can have Serta to prove this.

I am rejecting this response because:I received a call last week from a mattress adjuster that he had scheduled an appointment for Monday ,March 16.I informed him that I would be...

working a 12 hour shift that day but I had other days off this week and was willing to reschedule. His response was he didn't live in my area but would be here on Monday.so,my questions are..Where is your customer service ? This appointment should be scheduled at my convenience.this business has failed once again,and how many people in Marion,North Carolina were needed their mattresses evaluated on said Monday morning?. I have never experienced such a lack of customer service from a business.

Review: My wife an I ordered a DUVET COVER and duvet insert from the company's online webpage, westin-hotelsathome.com, we may have called to complete the order. This was our second or third transaction with them over past few years, and first problem with them. Purchased with American Express card. The DUVET COVER ($330) arrived defective, with obvious tears or snags in the material. We sent it back for exchange. Surprsingly, they refused to exchange, and sent the defective one back. They said that we had obviously used it, washed it, and it must have caught in the dryer. None of that is true. We noticed the product defects immediately as we placed the DUVET COVER on the insert. We packaged it right back up. Never even finished placing it on the bed, much less use it or wash it. We asked the company to please exchange, but they essentially called us liars and refused. We asked for help from AMEX, but AMEX took the word of the merchant over ours (that we had used and washed the product, damaging it ourselves) over ours. AMEX also denied our appeal. I called the merchant one last time asking for a non-defective item. They refused a final time through a level I associate. They would not let me speak to a supervisor. The associate said the supervisor had offered 20% off a new purchase! So we are out $330 for receiving damaged goods from this merchant. I do not recall ever in my life having a problem like this with a merchant. This is my first complaint ever with Revdex.com. I am a 45 year old medical doctor.Desired Settlement: Apology and send non-defective item, or even better, send item and a partial or full refund. I am telling the truth about what happened and should not have been treated this way.

Business

Response:

The customer contacted us to return an item they claim was received damaged. Hotels at home paid for the return shipping and upon inspection, it was very clear that the item had been destroyed in a washing machine and dryer. We shipped the return back to the customer at our expense. Even after the customer was extremely vulgar on the phone we offered a discount on any other item to try to help their situation. We can not accept the return of an item that was destroyed in a customer's home. When the customer filed a complaint with American Express, they agreed with us as well. We are still willing to offer the discount to the customer and they can feel free to contact us if they would like to take us up on the offer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Hotels at Home says, "...it was very clear that the item had been destroyed in a washing machine and dryer."

That is a very detailed and totally false assumption. I opened the package myself, discovered that the contents were damaged, put them back in the package, told my wife, she returned the duvet cover, she was shocked that our request for exchange was refused, she probably cussed like many people would have under the circumstances, the person at Hotels at Home also got mad, so she is still fighting us, the former repeat customers that received damaged goods.

I guess with Hotels at Home, the customer is always wrong. They send you damaged goods, call you vulgar, and offer you a discount on your next purchase.

Regards,

Business

Response:

I'm sorry, but we feel that the customer's demand of an additional free item as well as a full refund is completely unreasonable. The company can not accept returns that were destroyed while in the customer's possession. AMEX sided with us when the dispute was brought to them and we believe we have done everything reasonably possible to resolve this complaint. If the customer would like to take us up on our discount offer, they can contact us.

Review: I purchased a Hampton Inn pillow based on their "if you aren't satisfied, you don't pay" advertisement of their hotels and firm. I purchased the pillow for $45 (which was a sale price) as a Christmas gift. My daughter used it less than 6 months and the stuffing turned into lumps and is in horrible unusable condition. When I contacted them, I was told they only give refunds within 30 days (and what pillow would die in 30 days!) and that I needed to ship it to them for "inspection" to see if the pillow was defective. I am not about to pay to ship it to them to see if they "feel" like it is defective. OUTRAGEOUS!Desired Settlement: Refund my money. If you want me to ship the pillow to them, they should pay the postage.

Review: On July 22, I ordered a bed from [redacted]. The delivery company changed the date of delivery on the mattress 3 times. My wife who was out of town taking care of her sister who had been hit by a car filed a complaint and asked for a consistent specific date. They still changed the date 2 times. Over all our delivery date was changed 5 times. When the bed arrived it was covered in black dirt. The driver was very unprofessional and very dirty. Due to the poor customer service an condition of the mattress and the fact that the delivery company changed the delivery date 5 times we canceled the order. I gave them my credit card information so they can issue me a refund. They said it would arrive in two days. It never showed up. I called again today and they said they never proceed my refund but would do it now.I would like a full refund of $2,100 and a compensation amount of $500 for the time and hassle we had to put up with trying to get this done.Desired Settlement: Refund of $2100 dollars for the mattress, and and an additional $500.00 for the poor customer service, poor delivery company and over all terrible experience.

Business

Response:

Customer received a full refund within 48 hours of order cancellation. No further action is required.Hotels at Home

Review: very dissatisfied with this product. It has been ongoing since delivery of the mattress in October.The company has failed to follow through with anything they have offered. They offered to activate a warranty issue with Serta but I waited two weeks as they said and called again.Now they are saying they will contact Serta again. They offered to pick up the mattress yesterday and give me only a 20% refund.Again this has been ongoing since October.I called three days after receiving this product to express my dissatisfaction.The product is new and unable to be used in our home. I would like to return it at this point for a full refund.Desired Settlement: Pick up mattress from my home and obtain ful refund.

Business

Response:

Customer received the Suite Dreams Mattress & Box Spring as ordered. This is a non-refundable purchase.

Consumer

Response:

I am rejecting this response because:I received a call last week from a mattress adjuster that he had scheduled an appointment for Monday ,March 16.I informed him that I would be working a 12 hour shift that day but I had other days off this week and was willing to reschedule. His response was he didn't live in my area but would be here on Monday.so,my questions are..Where is your customer service ? This appointment should be scheduled at my convenience.this business has failed once again,and how many people in Marion,North Carolina were needed their mattresses evaluated on said Monday morning?. I have never experienced such a lack of customer service from a business.

Review: On 14 Feb 2015 I placed an order on [redacted] for a mattress pad and mattress from the website. Upon completion of the order I was emailed and told that my complete order would be fulfilled in 3-4 weeks time. At the 3 week mark I called the company #[redacted]) to inquire as to the status of my order. At that time I had received the mattress pad but there was no information in their system regarding the status of the mattress. Since it was only business week 3 I considered this acceptable to allow the full 3-4 weeks. On Friday of week 4 I contacted the company again to inquire and was told that there was a material shortage and my mattress was on backorder but would be available the following week and that I would be contacted no later than Friday. On Saturday of week 5 I called the company again and was told that my mattress was not delivered due to a miscommunication with the delivery agent and they did not pick up the mattress. Again, being told that I would contacted no later than Friday of the coming week by the delivery agent and the mattress would be delivered the following week after. Well as you can guess 27 March came and went with no communication from the company. Today, April 1 I contacted the company yet again only to be told my mattress had not yet been picked up by the delivery agent and that it would most likely be 10 April before the company contacted me for delivery. I then asked Sarah(representative) to speak to her supervisor. She refused and said her supervisor was busy.Desired Settlement: At this point I want my mattress DELIVERED as soon as humanly possible, and I would like the $340 shipping charge that I already paid to be REFUNDED to my credit card. I will have waited more than double the previously promised time for delivery. I could have walked across the entire state of FL in the eight weeks it will have taken to get my product delivered. Of note.....I am a platinum Marriott member and have been for several years. I expected to be treated much better by a company with whom I have such a loyal and upstanding relationship with for this period of time. If I don't receive word from the company in regard to my inquiry by 08 April I will be filing a fraud complaint with my credit card company.

Thank you for your assistance.

Business

Response:

The customer has received his bed delivery April 8, 2015 and is satisfied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. They complied with my request to refund the shipping costs because the bed was delivered past its original due date. I have received the product and am happy with overall quality and resolution to my complaint.