Complaints

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

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The Vermont Teddy Bear Company has 2 locations, listed below.

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  The Vermont Teddy Bear Company

  6655 Shelburne Rd Shelburne, VT 05482-6500

• 

  The Vermont Teddy Bear Company

  PO Box 965 Shelburne, VT 05482-0965

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:01/23/2024

  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 placed an order on 1/18/2024 order #: Vtb-********. There was a promo code for FREECOCOA in order to have the free cocoa (hot chocolate) included. I put in the code then when I checked my order the cocoa was not included in my order. I filled out the website form to notify them of the issue. Today I called three times to speak with a customer service agent and each time they said there was nothing they could do since the order shipped. I asked for a number to contact corporate and the agent spoke with a supervisor who refused to speak to me or give me a phone number to escalate. It hardly seems fair since the was included in my purchase. I am only asking for what should have been included in my order.

  

  Business Response

  Date: 01/24/2024

  Please accept our sincere apologies for the missing cocoa in your order. Unfortunately we experienced a brief issue with the coupon code for the Free Cocoa which resulted in it not being added to your order when you entered the code. We are truly sorry and have processed a new order to send you the missing cocoa, which will ship out to you tomorrow. 

  Customer Answer

  Date: 01/24/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/25/2023

  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 the pajama bears (2) that came with a small dog a piece. No where on the site did the website description say the dog was stuffed with plastic pellets. What was noted in the description is that recycled stuffing is used, which makes it sound like Vermont Teddy bear is environmentally focused. However, after receiving the dogs, I discovered plastic pellets were used int he stuffing. If I had known that, I would not purchased as I do not purchase plastic pelleted items that end up in the waterways and bodies of marine animals. I contacted Vermont Teddy bear and told them they sold me an item that was not advertised accurately on their website. First they said the dog was free, but no where in the description does it state free dog. Then they only offered a $10 store credit, which doesn't cover the cost of the dog. I also don't want a store credit. I want a refund. It also leaves me with the responsibility of disposing of the dogs. I should not be responsible for having to find a way to adequately recycle these plastic beads. I want to send the dogs back to Vermont and I want an appropriate refund for the items. I have requested to be emailed by a supervisor three times, and they claim they don't have supervisors on emails. I know it's because they don't want a paper trail, but I refuse to believe there are no supervisors on email in 2023. I am requesting to be contacted by one by email, because a supervisor would have to be on email to review the email trail and fully understand the issue. How this gets resolved is to be contacted via email by a supervisor, giving instruction on sending them these dogs back, and being given a refund to my form of payment on the dogs.

  

  Business Response

  Date: 11/29/2023

  A VTB supervisor responded to the customer via email on 11/26/23 to advise her a refund had been issued for each of the 2 puppies that were part of the outfits she purchased. A pre-paid return label was included in the email for the customer to use to return the puppies to us so we may dispose of them properly. We are very sorry for the frustration and inconvenience this caused our customer. We forwarded her concern regarding the plastic pellets to the appropriate department and they are working to update the listings on our website for all products that contain plastic pellets' so that customers are informed of this before making a purchase. As an apology for this situation, we have refunded the remaining price of each outfit for the customer, so she will see two new credits appear on her statement. Please note, the amounts will be slightly different, as one order had a discount applied to it.