Complaints

This profile includes complaints for The Warming Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Warming Store

  3791 Main St Manayunk, PA 19127-2107

• 

  The Warming Store

  3791 Main St Philadelphia, PA 19127-2107

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:03/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 2 batteries from them order number ******. on 2/10/24 They were the wrong batteries (my mistake) I tried to return them so I could get the right ones. They said I hadn't gotten the whole order yet. I had gotten 2 batteries in one box. Finally one battery not in a box came and said order was complete. Finally agreed I could now return since order was complete. Said they'd send a mailing label. Label never came. Contacted numerous times and finally got label. Took to **** as instructed. Was told I couldn't send Lithium batteries that way. Contact them. Finally send Fed ex label and returned them. Now they say I only returned one batter when I returned both and will only refund ***** Told them I was tired of this and contacting you

• Initial Complaint

  Date:02/09/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 appreciate your efforts to help...the one thing I would ask is that I did actually leave my own review to share this experience and warn others of this business and it is yet to be visible on the BBB site.  Can you expedite this for me please ? If I cannot recoup my losses then at the very least I'd like to let everyone know how badly this place does business and clearly does not value their customer in the least !
  
  Thank you so much !
  
  ****************************
  ************************** (****)
  Pottsville, PA *****
  ************tem for the correct size instead of insisting on a complete reorder of the product ! This resulted in us paying $159 instead of the $109 we should have paid with the coupon, and every time I have attempted to contact the company to resolve this through both phone and email a manager is conveniently "not available" to discuss the issue with me. I find this unacceptable...no reply at all, no return phone call, when their mistake caused this issue in the first place. I tried calling the ************** number numerous times as well as emailing [email protected] all to no avail. I have an address of : **** ***** ******* attn: Returns **** **** ** Philadelphia, PA *****. There is also a ###-###-#### number on the packing slip to which I'm not sure where it goes. I just wish to recoup my $50 and get a much deserved return call from them which should have been honored through the original coupon used when ordering the product since they only refunded the $109 instead of the $159 !

• Initial Complaint

  Date:02/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 contacted the company again on March 5th ****************************************************************************************************************** contrast with what I had been told the last time I spoke with a representative of the company a month prior. That phone call lead to this BBB complaint. After I hung up the phone, I received an email saying that the items were subject to a restocking fee because the return/exchange was after 30 days. I called the company back and spoke to a second representative to say that such policies should be shared over the phone in the moment rather than via email after the fact, and that the only reason that it was over 30 days was because I had already called their company and been denied an exchange and then subsequently filed this BBB complaint the same day and hadn't heard a response back. The second representative went back and looked at/listened to the emails and phone calls I had made and said there was a misunderstanding before but that they could process my exchange after all. They also said that the first representative had told me about the potential of a restocking fee. I informed the second representative that I was only informed of this in an email that came after the phone call, so I did not have an opportunity to dispute it. The short of it is that the company will process my exchange as their website says they should, but the hoops that I have had to go through to do so have been unnecessary. Multiple emails and phone calls and no response to this BBB complaint. I have mailed in the items for exchange and return. I hope that ultimately they will process them properly. I asked the second representative to please tell their direct supervisor my feedback about the company not following their own stated return/exchange policy, but he told me I could just send in feedback. I fear that any further feedback I share will be met the same way this BBB complaint was, with disregard.e return/exchange and was told I just needed to call the company to do so. I was also shared the page listed above to refer to their policies. I then called as directed to exchange the larger capacity battery packs with a smaller one that would fit in the gloves purchased and I was told that an exchange was not available because they are not identical items. This directly conflicts with their listed exchange policy.I would like the following resolution:- Free return label to return 2 purchased battery packs - Exchange 1 purchased battery pack (ActionHeat 5V Extended Life 15000mAh ********** Kit) for 1 smaller battery pack set (ActionHeat 5V 3000mAh ********** Kit -- includes a set of 2) with free shipping - Return of additional refund amount not used in exchange to original form of payment.

• Initial Complaint

  Date:01/18/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 item COMP BMCS 126LV and received item COMP BMCS 746L Ive contacted the company numerous times trying to get the right item shipped but keep getting a run around, they keep asking for a product code that isn't there.. I have numerous emails of this process. At this point I just want a refund. Item received in Jan. 10, ****

• Initial Complaint

  Date:01/08/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.] 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have not received anything in the mail to date would you mind confirming my address please. I would be in agreement to this but I would like you to confirm my address thank you
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 01/29/2024

  This original purchase looks to be made at another retailer, but we are happy to help. A warranty replacement of the gloves will be shipped out today.

  Please keep or donate the heated gloves that are not working.

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 received an Early Black Friday promotional email on 10/27/23. This prompted me to order a warming vest for my husband. I knew the brand was a reliable brand, so I placed the order. Come to find out this vest only warmed the hands, which is not what he wanted, so I reached out on 12/27/23 to request a return authorization. I was emailed back and was told it was out of the 30 day return window. I decided to call, seeing they were promoting an early Early Black Friday sale which is clearly a Holiday event. They would not accept my return. I requested to speak with a supervisor, but one was available, so I requested a call back. I never heard back, so I emailed them and called again on 12/29. I communicated to them that I their return policy does state 30 days, but also states no returns after 60 days, so it was confusing and if I had purchased the item 14 days later, I would have been able to return it under their Holiday policy. I asked again if I could speak to a supervisor as the vest was pricey and it did not meet the needs. At this time I was told they will take it back at a 30-50% restocking fee, but they would not commit to any actual fee and honestly, due to the confusion with their policy and actively having a black Friday sale, I wanted my money returned to me 100%. I requested again to have a supervisor return my call, but I never heard back, nor did I hear back from the two additional emails I had sent. I attached the email copies with their confusing policy, the email promotion noting Early Black Friday sale on 10/27/23 for your reference. How can a retail establishment promote an Early Black Friday sale and not accept returns with purchases made during this time? They obviously have exceptions on their 30 day return policy if it also states no returns after 60 days and my item was received around 12/5/23. Any help is much appreciated

• Initial Complaint

  Date:12/20/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  On December 12, 2023 I ordered 2 different charging units from JustBrand Limited dba The Warming Store. I paid for these items through ******, (Transaction ID *****************, Invoice ID ************** . The Warming Store apparently did not want to honor the order and sat on the ****** authorization until December 19 after the sale had ended and resubmitted the order to ****** on a second transaction changing my order to 1 item and pricing from 32.62 for 2 items to $32.62 for a single item. (Original order; December 12, 2023; ******* **** 7V Dual Wall Charger, $19.99, + ******'s ******* 7V Battery Dual Car Charger, $9.95) (Changed Order; December 19, 2023; 1 ******* **** 7V Dual Wall Car Charger, $32.62.)The Warming Store is practicing Bait and Switch with their Christmas Sale pricing. Both of these invoices were charged on my ************* ********** yet I have not received any confirmation from the Warming Store on either of these Transactions. I have logged into my account at the Warming Store and NONE of these transactions show in my orders. I have attempted to contact The Warming Store via [email protected] and am not receiving any replys to my enquiries as to this issue. The charges show that JustBrand Limited is the receiving entity for these charges.

• Initial Complaint

  Date:12/14/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 some shoes from the warming store on cyber Monday because they said they were in stock. It’s Dec 14 and I still havnt gotten them. They sent me a email letting me know they could fulfill my order until Dec 25 and I wouldn’t receive them until Jan. It may be petty but I would have spent my money with another vender if I k ew the add was a lie just to hook me .

• Initial Complaint

  Date:12/12/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  ***** first attempt resulted in a message that the address was wrong. ***** told me only the shipper (Warming Store) could correct it. They won't claiming they can't. ***** then sent 4 messages claiming no one was home (no one needed to be, no signature required) ***** claims the driver was here but 4 people living here and our cameras prove they were not. They have been going to the wrong place. ***** should have sent it back after the 3rd try. The Warming Store is holding my payment and doing nothing to get this fixed. ***** now shows it out for delivery for the 5th time but its still going to the wrong place. The Warming Store has basically just robbed me.

• Initial Complaint

  Date:10/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased winter boots with cleats on Aug 27, 2023. Ordered a size up, but the boots were still too tight. Contacted the warming store to initiate a return. I received an email with an address. No return shipping was offered and it cost over $40 to return the boots. When I received the second pair of boots (suppose to be a size 11) they are also too tight. When I contacted the company about sending the boots back for a full refund including the return shipping, they told me I should have requested a return shipping label when I initiated the first return! I requested to speak with a manager about the situation, I was told he was unavailable and would have to call me back. Of course, I did not hear from anybody. I have a pair of boots that dont fit and I refuse to spend another dime shipping this pair back!!