ComplaintsforBearpaw Shoes

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a brand new pair of Bearpaw boots in Feb, they are supposed to be waterproof/ water resistant. I went out once in them they got wet and the suede stained horribly. I contacted the company via email for several weeks went back and forth, they asked for copies of receipt which was sent to them along with pictures. They said okay we will replace them. Asked me for the color and size and address so they can replace. I still after a month have no replacement. I looked at the email it said the boots are sold out, they said send them another option and they will replace.I contacted them again via email yesterday they said case closed. I never got a replacement. I have a large email chain from *******, said they will replace and NOTHING! I told them I was contacting the BBB to get involved to get my replacement. I did send them another option of replacement boots I wanted and yet now the case is supposedly closed. Its crazy! Horrible company. I see from them the rating of F on their BBB interactions this has happened before. ****** replace my boots that I spent money on and wore once and they got stained. The following is the email from this person from Bearpaw saying they will replace. Stashay.BEARPAW (BEARPAW)Mar 18, 2024, 14:10 PDT Hi ********, Thank you for taking the time to provide us with all this information! It looks like the style that you have is not currently available. Please visit Bearpaw.com and select new boots that are comparable in style and price. Once you have a made a selection, follow up in this email with the style and size so we can process your new order. Please also confirm your shipping address. We ask that you make your decision for the replacement pair within 30 days. After 30 days, a comparable style will be chosen for you. If you have any additional questions or need further assistance, please let us know! Thanks again!Stashay

  Business response

  04/29/2024

  Hi ********,

   

  Thanks for contacting BEARPAW.

   

  We've alerted the appropriate customer service team. We can assure you that you are pair will be replaced. If you could please close this claim and continue to work with BEARPAW customer support, we would appreciate it.

   

  Thanks again,

  BEARPAW

  Customer response

  04/29/2024

  I am rejecting this response because:

   

  I am rejecting this because I have been told for several months I will be receiving a replacement yet there is no replacement being sent. 

  They have asked me for my shoe of choice and my address and yet I have no replacement boots coming to my house. I have given them everything they ask me for and again there is no new boots being delivered. 

  I should not have to email over and over again to try to get a replacement for something they said they would replace yet they have not. 

  So I will close this case when I get my replacement boots. I will not close it before I get the shoes. 

  This Shaskay person who has asked me for my address and the shoes I like because my original pair is now sold out has NOT replaced them yet. 

  It takes 10 mins to package and send shoes out in the mail why is it so hard to get a replacement that they said they would sent? 

  
  

  Business response

  05/13/2024

  Hello,

   

  Please see attached invoice and proof of delivery for the replacement pair.

   

  Thank you,

   

  Customer response

  05/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A check meant for another company was mailed to Hillcrest Apartments, LLC with the mailing address of ******************************************************************** which also is the address for Bear Paws Shoes. After countless calls to Bear Paws Shoes, sending of letters and emails, I have received no response from any persons to date. The money was sent to them in error and needs to be sent back to our company for our disabled client's estate.

• Initial Complaint

  01/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One of my family members swallowed something that came off one of their shoes on Christmas, we went to the hospital and they couldn't find anything but it is still stuck in their throat and Bearpaw is not answering my emails or messages, I have attempted to contact them at least 3 times about the materials used on the object and they haven't even checked the message on ******** or replied to the email, I have taken 2 pictures of the object I took off the other shoe and the company branding on the tongue.

  Business response

  01/03/2024

  Hello,

   

  We're very sorry to hear this has happened. And our apologies for not replying sooner. Our support is only open Monday-Friday and we were closed for New Year's Day Holiday.

  BEARPAW's metal emblems are made from Zinc Alloy. If this pair was purchased from Big 5, you would need to contact them directly. Big 5 is licensed to produce certain BEARPAW footwear. The materials that they choose to use in production may differ slightly than the products produced by BEARPAW directly. 

  Thank you,

  BEARPAW 

  Customer response

  01/04/2024

  I am rejecting this response because:I need to know the exact amount of Zinc alloy used and if it's dangerous if swallowed, what is the possibility of a zinc overdose and will it dissolve in the stomach,those are my concerns, they were not met, so can you please get me this information if possible?
  

  Business response

  01/08/2024

  Hello,

  If the pair was purchased from Big 5, you'll need to reach out them directly for that information.

  Thank you

  Customer response

  01/09/2024

  Regardless of where the purchase was it still has the Bearpaw branding, I am already in talks with Big 5 and awaiting their lab results, Do not wash your hands with this if it has your name on it, you are supposed to check everything that has your branding on it because this is looking really bad on you, how are we supposed to trust the company if you aren't willing to help in any way shape or form, your lack of compassion is really emotionally damaging for me, how would you feel if it was one of your personal family members?

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive bought the sweater boots before Im the past but this current pair and the ones before have begun to ****. The yarn is coming apart.

  Business response

  12/14/2023

  Hello,

   

  We have no Purchase date, Order #, or payment information to pursue this complaint. We will need more information to move forward.

   

  Thank you,

  BEARPAW 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order #******** 11/04/2023 Total $78.83 I placed an order to be delivered and my package was either lost or stolen. Bear paw refuses to provide a refund and *** says to contact the shipper. So I will be claiming with my bank as I never received the goods I paid for.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order at 9:08 MST on 10/6.I chatted in at 9:13 MST asking to cancel my order. They informed me I had to wait 24 hours for the ticket to go through.At 11:42 am on 10/6, I received an email from a CS rep saying I cant cancel cause its too far along in the process. Explain to me how I ordered at 9:08. 5 min later I request to cancel - but approx 3 hours later Im informed its too far in the process? Bearpaw just basically stole my money. This isnt the first time Ive ordered online. I know my order could have easily been cancelled within that time frame. I havent received a tracking number yet at its now 12:00 pm MST on 10/6. How do I not have tracking but yet, my order is too far along? For being such a large company, youd think they would care more about making customers happy.

  Business response

  10/09/2023

  Hello,

  We state specifically on BEARPAW.com that when an order is placed, we are unable to adjust or cancel. This is due to our warehouse printing the order ticket and processing the shipment as soon as the order is transmitted. Our customer service reached out to warehouse team to see if we could stop the order(even though this is not request we accommodate). Unfortunately, the order was too far along in the shipping process to stop the order. 

  The customer is welcome to return the order once received for a full refund. Please see attached FAQ addressing order cancellations on BEARPAW.com

  Thank you,

  Customer response

  10/09/2023

  I am rejecting this response because:

  I was specially told by ****** that I would get a refund for my shipping costs ($29.95) due to the inconvenience. I have yet to receive confirmation or a response regarding the refund. 

  
  

  Business response

  10/11/2023

  Hello,

  We state on our website that orders cannot be cancelled or changed once placed. The agent reiterated this information as well. You may return your order for a full refund. That is all we are going to offer.

  Thank you,

  Customer response

  10/11/2023

  I am rejecting this response because:

  Actually, Ive already been informed that you guys will be issuing a full refund for shipping. See attached images.

  $29.95 for shipping is to be refunded back, according to your CS **** ********************* have yet to receive confirmation of the refund and I have emailed again regarding it with no response. 

  Follow through with your companys word on refunding me. As you can see by previous complaints, this isnt the first time Bear paw has pushed refunds aside and avoided them.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I initially made a purchase of house slippers and paid with Pay Pal a few days later PayPal refunded the purchase price. I paid with my debit card about June 05 2023 $ *****. On June 07 2023 I checked my BearPaw account and it said the order had shipped but no way to track. Later I checked my account on ********************** and my account had been wiped with no purchases. I sent BearPaw multiple emails and have had no reply.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 4th 2022 I decided to order several pairs of shoes from Bearpaw. Being an avid UGG wearer for years I wouldn't give Bearpaw a chance but I saw some stuff that I really liked and figured I'd give them a try. While what occurred with my order is none of Bearpaw's fault thier solution was non satisfactory at all. I paid 30 dollars extra to have my package sent to a *** access point to ensure that I'd actually get it the THIEVES that work at *** made sure it never got there including lying on 3 different days informing me it was at their main access center. Only to have me spend yet ANOTHER 30 dollars for them to tell me they don't have it it's at the "airport" I informed Bearpaw of this and this is where my grievance with Bearpaw begins. After being lied to and spending extra money getting to the location I was told my package was then finding out it in fact was NEVER there I called Bearpaw for help Bearpaw told me they could do nothing until the investigation of my lost package was complete. I'm like wow that's pretty messed up *** has given documented proof this package is lost meaning the receiver (ME) NEVER RECEIVED IT. but I guess that means nothing I was told strictly nothing could be done until *** finished they're so called investigation which really meant ( the worker or workers had to get it out of their trunk throw it in the back and pretend to "find it".) So I waited still hoping it was found or atleast if it wasn't found Bearpaw would try to resend the package. So for a few days I heard nothing decided to check *** on my own and see where it's been returned to sender by recipient's request (Never requested that btw) So I call Bearpaw excited thinking they're going to send my stuff back out to me NO SUCH LUCK. Yes they refunded my money but my money wasn't what I wanted. I wanted my shoes and I thought with it being proof it was not my fault a resend would happen SHAME ON YOU BEARPAW FIRST AND LAST TIME EVER DEALING

  Business response

  12/22/2022

  Hi *****,

   

  Thank you for contacting BEARPAW.

   

  We're sorry to hear of the trouble you had in receiving your package. As you mentioned, the issue was not with the order being processed by BEARPAW, but ***** delivery of your package. In cases where packages are lost, the only option we have is to file a claim with *** to figure what happened/seek reimbursement. In your case, we advised that the claim had been filed and we would need to wait 5-6 business days for *** to conduct their investigation. Although we would've wanted your order to be found and delivered promptly, a refund was processed for the full amount of your order due to ***** failure to deliver. We apologize again for the inconvenience this has caused and hope you give our footwear a chance again in the future.

   

  Happy holidays to you and your family.

   

  Thank you,

  BEARPAW

• Initial Complaint

  11/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Good evening, Im a new customer to ********************** and most recently made a purchase. Duration of this purchase Bearpaw advised Buy One , Get One 50% off and I did as such. I have attempted to contact Bearpaw on multiple occasions regarding my concerns and received no response. I do have a screenshot of the advised read above. I actually love Bearpaw products on my first purchase and had planned on making more purchases. However, do to being ignored by Bearpaw on multiple occasions, I no longer consider making purchases here. I would like to receive my second pair of boots at 50% off as advertised and amount returned to the original form of payment.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I really would like to exchange these two pairs of shoes for different sizes they dont fit but this has been an ongoing problem with their Bear paw this is already an exchange for an issue. The two issues are Ive made a complaint earlier they change the shoes I end up paying more than the store credit but on their website it said that everybody gets free shipping I paid **** for shipping for an order that was over the $50 threshold I reached out to ask why I had to pay even though I had a there Store Bear Paw credit I shouldnt have to pay six bucks for shipping nobody got back to me then when I got the shoes they didnt fit the sizes are completely off I reached out twice to try and return it nobody reached back out to me its literally been a nightmare to shop through them I wish that I didnt have a store credit and I just have a check again honestly its a pain to buy shoes whoever said that it thats insane.. In the way that they treat their customers is terrible like this is like I said an ongoing issue that Ive already once filed with the Better Business Bureau thought I got resolved got the wrong size its over $115 !!

  Business response

  06/30/2022

  Hello,

   

  Natalie used a coupon code on her last order which brought down the total to $26.36. Orders qualify for free shipping when they exceed $49. Our last communication was a message sent from BEARPAW customer service on 5/17/22 asking for more information about the order, a response was never received. We have not received any communication regarding a return of order 40212308. 

   

  The customer can initiate a return on ************************** herself for a full refund.

  https://bearpaw.happyreturns.com/ 

   

  Thank you

*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. ↩