Business ProfileforThe Ritz Carlton Shops

I ordered a mattress on 3/23/23. Quoted delivery time was ***** weeks. After 14 weeks and no updates I called to inquire about delivery. Was told there was a miscommunication between manufacturer and shipper. Then was told it would be scheduled for delivery the following week. This proceeded to happen for 3 consecutive weeks of calls. Finally on August 3rd I called to ask them to issue a refund because it had been 20 weeks. No refund was issued so I called back on August 16th and they said they were informed that I wanted to proceed with delivery. At this point I told them to process the refund immediately or I will report this a fraud to ***************** As of today August 17th it has not been processed - I am confident if it does not process this time **************** will take care of it as they always do. But I want to make sure people are informed that this store does not seem to be trustworthy. It should also be noted that this purchase was discounted as part of an annual choice benefits with Marriott Bonvoy for my top level brand status. I escalated this to their corporate team and they apologized but did not offer any resolution beyond giving me back my annual choice benefits and an apology. Thats disappointing but the main focus here is the Ritz Carlton Shops are bad business and I would highly encourage Marriott Bonvoy to dissolve this partnership.