Complaints

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:20/09/2023

  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.

  I ordered a pair of moccasins from this company in September 10, 2023. While deciding on my size I studied the size chart very carefully and also measured my foot to ensure I placed my order for the correct size. My foot measurement matched exactly to the size 8 on their size chart, so thats the size I ordered. Upon receiving the moccasins I excitedly opened the box and tried on the moccasins. They are very big on my feet. The main problem is there is a minimum of 1 inch from my big toe to the end of the boot.Their size information explains to order carefully and preferably snug because the boots would stretch as they are worn. I had no concern placing my order for a size 8 according to the size chart. To my disappointment and surprise they are considerably larger than my foot measurement of 34cm.I contacted the business the same day I received the order about the difference in the size compared to their size chart. I received a reply saying they can not guarantee the size of their moccasins. They offer a return authorization if my moccasins meet their return requirements, which they do.Im upset about having to pay to return a pair of moccasins that I was so careful to order according to their size chart. How are they not responsible for the fit when I have nothing else to go by besides the size chart when ordering. Im certainly not responsible for the size being so big compared to the information they have on their website. They should take responsibility for the information they provide customers!I feel they should be responsible for my return postage. If the moccasins fit as their size chart said they would, Id be happily wearing my new boots! Instead Im facing paying postage to return them to Canada! I selected Billing Adjustment as my desired resolution because there is no selection for paid return postage. The billing adjustment would essentially be prepaid return postage by The Brown Bear.

  Customer Answer

  Date: 13/10/2023

   
  Better Business Bureau:
  
  I am requesting the complaint #******** be closed. I replied to an email from you last month and stated that The Brown Bear and I reached an agreement about the matter I filed the complaint about. You recently contacted the company about the complaint that I requested you close. Im sorry for any misunderstanding, but Im requesting complaint #******** be closed. The company and I reached an agreement about the matter. Thank you, *************************** *************************

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair 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 a pair of moccasins with this company, a size 12 pair of moccasins. Their version of a size 12 pair of footwear apparently differs than every other retailer. So I was told to try to break them in, which I did. Then, upon finding out this was not going to solve my problem, I returned them to the retailer, and ordered another pair from ****** (size 13 which fit like a size 12). When the business received my moccasins back, they informed me they would not be issuing a refund because the items had been worn. Which is ridiculous, especially considering their advice to me was to wear them and break them in.

  

  Business Response

  Date: 13/07/2023

  **** ******** ordered via ****** a WOMEN'S pair of moccasins (order attached). 
  When **** reached out initially, we were not made aware that he actually needs a MENS 12. 

  We began the process of exchange or return via email and included our terms and conditions (can be found in the attached email correspondence) which very clearly states that merchandise must be unworn and in brand new condition and that we reserve the right to deny returns that fail to meet off the criteria. See return policy here as well:

  **************************************************
  ****** account return instructions also attached in two screenshots.

  As you can plainly see in ****'s email using rude words, he makes it clear that he returned used merchandise claiming that all stores accept used merchandise which is 100% untrue. 
  With online shopping being more popular than ever, stores need to receive unused merchandise as we must restock those items to resell. 

  It is rare that we have customers who are unhappy, especially to this extent as you can see in our profile and reviews ssubmitted by customers. 

  We feel that **** submitted this case without cause, and we hope that we have provided enough information to prove our stance. 
  
  Please reach out if you need additonal information. 

  *******

  Customer Answer

  Date: 13/07/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20312114, this business has reached out to me directly and has offered a full refund for the moccasins in question.  I have accepted this offer of a full refund and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ********