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W Hotels - The Store

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W Hotels - The Store Reviews (4)

Revdex.com:
At this time, I have not been contacted by W Hotels - The Store regarding complaint ID ***
Sincerely,
*** ***

The customer has received a full refund for the purchase price for the bed that she purchased on July of 2009.

Review: On March *, 2014, my wife bought a mattress together with a spring box from this business. The order number is [redacted]. The mattress set was delivered to our apartment on Apr *. On the same week of the delivery, we found bed bugs on this mattress set, in one of our 2 bedrooms. Our landlord indicated that our building was clean from bed bugs before this infestation. Also the exterminator believes the mattress set brought bugs in our apartment. Despite the effort by bug exterminator and ourselves, the infestation has spread into the other bedroom. We are currently suffering a lot from the infestation. I contacted this business by phone on Sunday, Apr **. The person in charge of our issue, named [redacted], promised us to give a solution by Friday, Apr **. However, we have not received any contact yet. We need this issue to be addressed immediately.Desired Settlement: 1. Refund;

2. reimbursement for expense for bug exterminator, bed encasements and laundry/dry;

3. a formal apology.

Consumer

Response:

At this time, I have not been contacted by W Hotels - The Store regarding complaint ID [redacted].

Sincerely,

Review: The W hotel is refusing to acorrect an issue with our mattress through it is under warranty. We purchased our Whotel Simmons king Plush Top w/ Low Profile Box Spring in June, 2009 and noticed some dents and lumps developing through 2013 into 2014 but we would just rotate the mattress and they seemed to go away. We moved on April **, 2014 from [redacted] to [redacted] which was a total of a 25 minute drive and in this short amount of time, a very severe bump developed in the middle of the mattress and the entire mattress' support was affected. The lump was so severe and in the middle of the bed so it was essentially unusable. Since we had no other mattress, we did try to sleep on it accommodating for the defect but it ended it causing severe lower back pain. We supervised the movers the entire time and they did a fine job of moving it, packing it in the truck, transporting it and unloading it. It was used the night before the move and was NOT in storage or in any circumstances that would cause the distortion. However, a short 25 minute drive caused a severe distortion. This led us to believe there was something wrong with the mattress' construction as a simple, short move should not cause a malfunction. When we called the W hotel, they simply said they do not cover their products and that the manufacturer must be contacted. The W hotel is a luxury brand. We purchased from a luxury brand for the very reason of good customer service in case we have issues with the product. However, their customer service is not up to par for a luxury brand and simply shuffled us to the manufacturer who was non responsive for 2 weeks (the warranty phone number had a busy signal) and Simmons is now refusing to honor the warranty on baseless and unsupported facts. Had we known that The W hotel would NOT stand behind the products they sell at such a high premium, we would NOT have purchased from them. Other vendors offer warranties and replacement offers. The w hotel, for being a luxury brand and charging a premium on products, has offered no such thing. We have been long time W hotel customers and even purchased a vehicle through one of their promotions but this has been a very disappointing experience.Desired Settlement: The W hotel should stand behind the products they sell and should stand with their long time customers. A replacement of the defective product would be a fair and reasonable outcome.

Business

Response:

The customer has received a full refund for the purchase price for the bed that she purchased on July of 2009.

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