Westin Store
reviews and complaints

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.

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.

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

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)

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.

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

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.

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.

.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.