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Business Profile

Online Retailer

The Brown Bear
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/07/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 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,



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

    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. 

    *******

The Brown Bear is BBB Accredited.

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