Marriott International Inc.Reviews of shopmarriott.com

My advice: Think very carefully before purchasing a mattress from Marriott Bonvoy Boutiques. Do not assume it will feel identical to the mattress you slept on at a JW Marriott, and understand the return policy before spending your money. I regret this purchase and would not recommend it.

We ordered a complete bedding set including sheets, pillow cases, featherbed, down duvet and duvet cover. These cost $2,705.07 so I would expect as a titanium elite member there would be modicum of service and responsibility. The first delivery had everything but the feather bed and down duvet and I received UPS tracking information. The second delivery had the feather bed but no UPS tracking information was emailed. We waited a few more days for the down duvet but it didn’t come so we called. The representative stated the date it was sent and we should wait and I received an email stating the same thing. That date was about six days prior and I responded to the email that I expected UPS tracking information to be emailed to me or as far as I was concerned it was not sent and I wanted a refund. Three days later I received an email that the down duvet was out of stock and a refund would be issued. For our trouble they gave us a grand total of 4,000 Marriott point which is worth roughly $32.00. The left hand does not know what the right hand is doing at Marriott bonvoy boutique and I highly recommend you avoid purchasing from them. They advertise deceptively about a ten percent discount off first order without mentioning it only applies if you become a new bonvoy member. They allow you to order products they don’t even stock!!! We would never have placed the order if we were unable to get a portion of what we paid for.

I bought two pillows from this place. Started off bad, my order ended up not existing. I got no confirmation email, or anything. But it was pending on my card. So I messaged them and they fixed it. Then when I received my order I only received 1 pillow and paid for 2!! For a place that sells expensive stuff, they sure do not have their stuff together DO NOT BUY FROM HERE.

Ordered 1 fragrance diffuser and 2 refills. They charged me $78 shipping. I tried to cancel (within a few minutes) but was told they can’t pull back the order at any time. They said I could return the products but shipping would not be refunded so whats the point. I will never order from them again and if I could give them less than 1 star I would.

I ordered a mattress online and received one in the wrong size (smaller than what I purchased). Despite providing all the requested information multiple times, including photos and measurements, I have now been dealing with this issue for over three weeks with no resolution. Customer service keeps asking for the same documentation over and over, as if the case is being restarted every few days. There is no accountability, no clear timeline, and no real effort to correct a very straightforward mistake. This situation should have been resolved immediately by arranging the pickup of the incorrect mattress and issuing a refund. Instead, I have experienced delays, poor communication, and complete inefficiency. For a brand associated with Marriott, this level of service is unacceptable and extremely disappointing. I would not recommend purchasing large items from Shop Marriott based on this experience.

I purchased a set of mattresses in 2021 hoping to enjoy the same comfort as in the hotels. It was great for about two years. Those mattresses are pretty heavy to flip around which you are supposed to do every three months. After four years, we were sleeping so badly that we even turned then at a 90 degree angle and had a 180 long by 200 wide bed! I finally reached out to customer service who requested pictures, measurements etc.. but we ended up receiving a brand new set of mattresses and box springs

The Marriott signature linen set was not at all as advertised - what arrived was a 50/50 polyester / cotton blend that was so rough and scratchy to the touch that it irritated my skin. There's no reason why a product advertised as smooth and soft should contain polyester. The sheets in no way resembled what one finds in actual Marriott rooms. I only discovered the fabric makeup after opening the package, which meant I could not return the product. What a scam! AVOID

DO NOT BUY FROM THESE PEOPLE. I cannot stress enough about how much of a nightmare this process has been. It's been nearly a month and I still don't have my pillows I ordered. At first, they would communicate back when I tried to find out what was going on, but now they don't even respond anymore. I think I might have to do a credit card charge back for FRAUD. You'd think that charging hundreds for a pillow that they could afford to hire someone to manage the logistics of shipping!