Complaints

This profile includes complaints for H.H. Brown Shoe Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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H.H. Brown Shoe Co., Inc. has 6 locations, listed below.

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• 

  H.H. Brown Shoe Co., Inc.

  124 W Putnam Ave Greenwich, CT 06830-5317

• 

  H.H. Brown Shoe Company

  250 N 8th St Lebanon, PA 17046-5013

• 

  H.H. Brown Shoe Co., Inc.

  11 Mcfarland St Dexter, ME 04930

• 

  Carolina Shoe Company

  107 Highland Street Martinsburg, PA 16662

• 

  H.H. Brown Shoe Company, Inc.

  71 Railroad Ave Dexter, ME 04930-2056

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:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 boots from this company on 3/7/25 for a total of $89.87. I was recommended to them by a coworker. The boots did not fit and I returned them via ups about a week later. A week after that I called their customer service for an update and they said I should see the refund in the next 2-3 business days. Well, a couple of days later the boots showed back up at my door. They wouldn’t accept my return as they were “worn”. I did some digging and turns out this is a VERY common complaint from customers. They try to return the item and they send it back saying it’s worn. I called their customer service again today (3/31/25) and they said there is nothing they can do about it. I’m extremely dissatisfied and want others to beware that this company does this.

  Business Response

  Date: 04/28/2025

  We here at **************** did receive a return from customer ***** ******* order **********, but she had returned a pair of work boots that had been worn. We do clearly state on our return forms that all items being returned must be in the new and unused condition unless defective. This item was not defective but clearly worn. We were unable to process a refund and did return the worn item back to this customer. 

   

  Sincerely,

  Customer Care

  ***************

  ************

  Customer Answer

  Date: 04/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is absolutely horrible customer service. I have uploaded pictures of the so called “worn” boots. Yes I tried them on, but who doesn’t try new shoes on when they get them? No efforts were even made to come to a solution. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 05/07/2025

  We do understand your situation and truly appreciate you taking the time to share your concerns. However, after reviewing the photos you provided, the item does show visible signs of wear. As such, we would not be able to return it to our inventory in re-sellable condition.

   

  Sincerely

  ****************

   

  Customer Answer

  Date: 05/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Where does it show signs of visible wear? They are literally brand new. And if they have “visible wear” I’d like a refund because you sent me worn shoes. 
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 05/09/2025

  Thank you for your follow-up.
  We understand your concern, and we want to clarify that the boots were returned with clear signs of wear on the soles and creasing consistent with use. As outlined in our return policy, we’re only able to accept returns for items that are unworn and in original condition.
  Since the boots were returned after being worn, we're unable to issue a refund at this time.
  We are sorry for any inconvenience, but we are unable to come to an agreement on this matter. We do understand that this is not the outcome you are looking for, but we do need to stand by our position.
  
  Sincerely
  **************** 

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 boots. the order was shipped out and received but the items inside were not my order. When I called regarding the error the representative stated that the order would go out the week after as the wrong package was received on Friday. with no new notice via email of a package being sent, I contacted the customer support who stated that the missent package would need to be returned prior to the appropriate pair being sent out and in order to return the package I would need to drop it at a *** location. I explained I could not drop it off due to the distance and they stated that the package could be picked up by *** for an additional charge that I would be responsible for. when I asked for an alternative option, they said there was none and when I continued to ask they hung up on me.

  Business Response

  Date: 11/22/2024

  On 10/23 sent an email to customer to inform him that our warehouse would issue a call tag for the wrong item sent to be picked up at customer's location and that a new and correct order was going to shipped out to him. 

   

  Thank you

  ****************

  Customer Service

• Initial Complaint

  Date:06/08/2023

  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.

  Order# **********
  I have purchased 3 pairs of shoes from them, but they didn't fit right. I've asked to exchange 2 pairs and refund 1 pair.
  
  The items were delivered back to them since May 30th, but I did not receive any confirmation email that they received the items, thankfully I kept the tracking number. I reached out to them several times about the issue, but no one was able to give me a straight answer as to why I'm not getting my replacement order. It only took them a couple of seconds to charge my card but they're giving me a **** when I asked for exchange.
  
  Somme of the folks at customer service department are so unprofessional and rude, it is shocking. I was hung up on twice.
  This was my first time doing business with born shoes and the whole experience left a bitter taste in my mouth.

  Business Response

  Date: 07/05/2023

  We have received the merchandise returned by the customer. However, it appears that the customer returned 2 pairs of ******** shoes, which is a brand our company does not sell. We promptly contacted the customer via email to inform him about the situation, suggesting that he may have mistaken our company for another one. Furthermore, the customer provided a prepaid *** label on June 12, 2023, and requested that we return the 2 pairs of ******** shoes to him. The *** tracking number ****************** shows the package was delivered on 6/19/2023. If you have any questions or need any more information please let us know.
  

   

  Thank you.
  

  Customer Answer

  Date: 07/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I'm in process of returning the right items to the merchant in order to get my money back.
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 bought two pairs of boots from a retailer which were manufactured by this company. I wore one pair for two days and I developed metatarsals on both of my feet. I never had these conditions before.
  I'm able to return the second pair that I never wore to the retailer, but I I the one I wore two times I cannot return.
  The retailer asked me to contact the manufacturer. I did not lucky on this part. As you can see from the receipt each pair of boots cost me around 84.00 each. i spend money buying medication for my foot and I need to dispose shoes. I would like a refund from the manufacturer.