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Westin Store
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1.8 10 Reviews

Westin Store Complaints Summary

2 Resolved
8 Unresolved
Our verdict: When using services from Westin Store with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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4:49 pm EDT
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Westin Store Westin Heavenly Bed Queen Mattress

I purchased this mattress along with the boxspring and all the bedding in 2012 after having the best sleep of my life in a Westin hotel in San Francisco.

Eleven years later it was sagging so time to get a new one. I couldn't have been more disappointed to find that the new mattress I received in July 2023 did not have the "sleeping on a cloud" feel. Customer service tells me they have "improved" the mattress with different layers of foam. There are now three layers instead of four. This has made all the difference in the world and this mattress is so firm it is no better than any mattress I could buy for less than half the price.

Westin has ruined a good thing and I will never recommend the Heavenly Bed ever again. I will be finding a more comfortable mattress as soon as I can off load this one.

Desired outcome: I would be happy to receive a refund and Westin can have their mattress back.

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5:21 pm EDT
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Westin Store Westin Heavenly Mattress Sagging

I purchased the Westin Heavenly Mattress in 2016 and it began to sag 2 months after purchase. After a year of suffering I had it replaced through the warranty. They came and measured the dips and agreed it was faulty. After sleeping on the replacement for 3 months, the same issue happened again. At this point I want a full refund. Attempting another warranty replacement is not worth, hassle, waiting, back pain and sleepless nights. One should not have to try 3 mattresses to receive what they paid for.

Desired outcome: Full refund

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8:28 pm EDT

Westin Store Order Number [protected]

A few months ago I bought Westin Reed Diffusers. Two of them. I love the Westin scent so I was excited to have one on the night stand and one next to my sitting area. Sadly I barely have any scent at all. I should’ve returned them sooner but I was helpful the sticks would give off the scent after a little while. I still have no scent and I’m really disappointed because they’re not cheap. I’d love a refund and a return receipt and I’d send them back. Please advise. Thank you,

Michelle Phillips

Desired outcome: Please refund credit card and send return shipping label.

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Is Westin Store legit?

Our verdict: Complaints Board's thorough examination reveals Westin Store as a legitimate entity with notable strengths. Despite a 20% resolution rate on customer complaints, which invites a closer look, Westin Store stands out for its commitment to quality and security. Clients considering Westin Store should delve into its customer service record to gauge compatibility with their expectations.

Westin Store earns 94% level of Trustworthiness

Perfect Trust Endorsement: Westin Store achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Westin Store. The company provides a physical address, 2 phone numbers, and email, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Westinstore.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Westinstore.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Westin Store as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

According to our analysis, Westin Store appears to be offering travel services on their website. While many travel companies are legitimate, it's important to be cautious and do your research before booking a trip to ensure that you are getting a good deal and not falling victim to a scam.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Westin Store's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 20% of 0 complaints were resolved.
  • Westinstore.com is being iframed, Iframes can be used for legitimate, For example, iframes can be used to embed third-party content such as maps, videos, or advertisements, which can enhance the user experience.
  • The website belonging to Westin Store has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
ComplaintsBoard
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11:35 am EDT

Westin Store Marriott hotel south at park meadows 10345 park meadows drive, lone tree, co 80124

19 July 2021
Your hotel allowed two unannounced men to enter the room. The disappointment was after I a single Black woman, brought it to the attention of your front desk help. She was very cold and dismissive. I walked back inside to address her behavior (lack of concern) Upon re-entrance she and another female help was discussing how she dismissed my safety concern (very smirkingly) Your help "manager" big boi Zack threw dismissive insults towards my concerns (for both situations)

(Myshell)

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2:46 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Westin Store Customer service

Conc. ref. order #OM5120806 dated Jan.15th 2021/ Customer ID HBEC1030329
The requested and ordered pillowcase (Hotel Pillowcases - Pair - 200tc - 55x90cm) was not correctly delivered. Instead I've received size 51x76cm.
Therefore I've kindly requested for a return label as well for sending the
right size which I've paid for. Received answer from customer service Westin Store that 51x76cm fits/matches for pillow size 55x90cm! Again I've confirmed that this is impossible. Send a photo as well (hereby attached) Until this moment still haven't received any answer.

Desired outcome: returnlabel for the wrong product / delivery of the ordered product

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6:07 pm EDT

Westin Store all

Hello, we are currently at the Westin playa Conchal in Costa Rica. I must write to tell you we are very disappointed in our stay. This is day 4 and it is definitely NOT WHAT we were told it would be. We are unable to get reservations to restaurants due to them being booked days in advance and also finding out that some are not opened for the next four days and cannot try after we heard such great things about it.
We call for the shuttle bus (as they tell you to do )to take you to dinner and wait outside for a half hour getting eaten alive by the mosquitoes. They said you must wait outside but I'm not willing to be exposed to mosquitoes any longer. Also half the restaurants are NOT AIR CONDITIONED making dining an unpleasant experience. Swatting mosquitoes and perspiring is not fun. None of these things were in any website we saw so we could have make better informed decisions.
I'm also now only aware that beach umbrellas and chairs are not permitted on the beach which makes it a BIG disappointment because a "mat" is clearly not enough to protect oneself from the sun and the pool is very warm so not at all inviting to use.
The swim up bar is filled with bees (and not honey bees )but yellow jackets that sting. No one wants to address my concern of being stung so therefore I simply cannot even sit under an umbrella or at the bar for fear of being stung.
I'm also disappointed in the lack of keeping the grounds clean from the animals. I realize animals will make a mess but why should I be worried about stepping in feces?
The room we are in has a climb up tub which is dangerous and I'm wondering if I'm the only one who slipped getting out of the shower.
I'm sorry to say that I cannot recommend this to anyone when I return to the United States. I'm actually looking forward to returning home.
Regards,
Colleen Muti

Sent from my iPhone

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10:24 pm EST
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Westin Store customer service

I called customer service twice on 11/27/2017 to check on an order that was flagged "security" online. This is because immediately after I called my credit card company to see if the charges went through, and they said yes, the charges went through, it is not pending. Thus I called Westin Store to see if there was an order, instead, upon stating the first statement of the possible security issue the customer service automatically raised her voice and yelled at me and said no charges went through it is "pending" and money has not exchange hands. I was polite and said thank you for explaining the situation as I am trying to understand what happened while she continued to be rude. After that I called my credit card company again to make sure it is only pending and the charges didn't actually went through. However, my credit card company said, the charges went through, money exchange handed and it is not pending and gave me the authorization number of the transaction. Thus I called the Westin Store back, and this time, a guy, before he would let me explain what happened raised his voice, and said no transaction has occurred and it must be my mistake and don't talk to the customer service people at my credit card company. He continued to badger me and would not let me get a sentence in. He kept cutting me off when I tried to explain what my credit card told me, and he would not even look in the situation. I would never go on the website the Westin Store again, nor even stay at a Westin (I do stay there a lot through my corporate account). They are rude, and doesn't care that a customer is trying to spend few thousand dollars on their website.

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pobarjenkins
Minneapolis, US
Nov 28, 2017 12:29 am EST
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If you end up not having an order, you may want to dispute the transaction with your bank.

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12:29 pm EDT
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Westin Store Return policy, linens

I purchased around $1400 worth of Westin product after loving them in the hotels. Once I washed the sheets and slept in them for a week or so, I realized they aren't nearly as comfortable as those in the hotel - I had even called the hotel prior to purchasing to confirm which product to buy! I tried today to return the sheets and pillowcases while keeping the rest - which I love - and was told that they will not accept returns once the product has been used or laundered. Poor customer service policy - when you're going to charge hundreds of dollars for sheets and pillowcases, you should allow people to return them if not fully satisfied - it's not like you can't use them in the hotels! Extremely disappointed that Westin won't stand behind their product and offer the same type of customer service as their hotels or other service leaders do. Will not purchase from them again, and will try to stay in other hotels as well - I don't want any more of my money going to a company that is so unwilling to meet customer expectations.

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Wine Is Good
Wine Is Good
, US
Nov 01, 2016 5:52 pm EDT

Their return policy is very very clear.

https://www.westinstore.com/shipping-returns.aspx

RETURN POLICY
What is your return policy?

We want you to be completely satisfied with your purchase. We will gladly accept your timely return of new, unwashed items within 30 days of delivery. Returned merchandise should include the original packaging and be in the same condition as when it was received. Used or laundered merchandise cannot be returned unless defective.

Are there any items that are non-returnable?

Beds are not accepted for returns or exchange. Used or laundered pillows and bedding are not returnable.

ComplaintsBoard
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10:00 am EDT

Westin Store Mattress pad (and customer service)

.I ordered a 1" thick mattress pad on April 1, 2016, for $110 plus $17.95 in shipping to add some cushioning to my very firm bed. First, it arrived in a large box that was already ripped and torn at the sides. Very careless packaging, which made it much harder for me to return.

Second, the mattress pad was of terrible quality. It was not soft, and the skirt was poorly made. So I called them for a return label, which they do not provide. They told me to pack up the box (which I had to tape all around to fix the ripped cardboard) and leave it for pick-up by FedEx, who would attached their own label, and it would cost me $20.75. Meanwhile, I am disabled and live in a NYC apartment building with 217 units, so there was no way I could carry the box to the post office and mail it myself. Leaving this box in our package room for pick-up without a return label was a real pain.

The customer service rep I spoke with was not very helpful, and I did not feel valued as a customer. I finally did what they told me to, and am awaiting my refund, which at the end of the day cost me close to $39 in shipping fees. I will NEVER shop with them again, and I highly recommend that others do not purchase from them either.

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10:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Westin Store - Sagging / Denied warranty claim

Got the mattress after staying at a Westin Hotel and having 4 unbelievable good nights of sleep. It was like sleeping in a cloud so we got determined about getting this mattress no matter the cost. We were told that the only way to get it was thru their online store. And we got it back in 12/2006. The first year and a half was simply awesome. We were so...

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