ComplaintsforBearaby, Inc.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am within the 30 day return period but the merchant is not accepting my return even though I followed the policy and did not wash my blanket. I purchased order ****** on March 30th and paid $297.14 for bearaby tree ****** weighted blanket. They are refusing return online due to a form error/ technical glitch. I Attempted to RETURN item through website but there was an error on the return form- DID NOT WASH BUT IT SELECTED that option and blocked me from processing. Theres no back option or phone number to call for resolution. Order:****** I DID NOT WASH MY BLANKET BUT THE RETURN OPTION WAS SELECTED BY MISTAKE. I need to return my blanket, it was not washed.

  Business response

  04/05/2024

  Dear *******,

  Thank you so much for reaching out, and I'm so sorry to hear about the difficulties you've had in returning your item. 

  We truly understand the importance of having the opportunity to try your weighted blanket before deciding if its right for you. That's why we offer a 30-day try it policy on all of our products, meaning you can return your weighted blanket back to us within 30-days for a refund or exchange so long as your blanket hasn't been washed.

  As you accidently selected that your weighted blanket had been washed, the system automatically rejected your request, which is why you weren't able to resubmit your request in our system right away. However, I can see that you then spoke with a member of our customer happiness team, who were able to assist with your return request, which was successfully submitted at 12pm EST today. 

  From our end it seems that your return request has been successfully submitted, and a return label has been issued for your order, but please don't hesitate to let me know if you have any other questions or concerns, and I'll be happy to help. 

  Kind regards, 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Bearaby regarding the misleading care instructions provided the Velvet ******, and their subsequent lack of ********************* when the product was damaged as a result of following these instructions.I contacted Bearaby's customer service to inquire about the proper care instructions for my Velvet ******, as it was my first time needing to wash it, and the care instructions were not included on the blanket's tag nor listed on the company's website. I received a response from Bearaby's customer service which instructed me to wash the ****** separately in cool water (max **** on a delicate or permanent-press cycle, and then tumble dry low. Additionally, it was recommended to use front-loading machines to avoid entanglement of the ******** weaves with top-loading machines.Following these instructions, I washed the Velvet ****** only to find that this completely ruined the blanket. The weave of the blanket became loose & stretched out on one end, while tightly tangled on the other end. Despite my efforts to rectify the damage myself, the ****** remains in an unusable condition.Subsequently, I reached out to Bearaby for assistance, providing them with the requested photos of the damaged blanket. However, I have not received any response from Bearaby. It is worth noting that Bearaby has since updated their site to include care instructions for the Velvet ******, stating dry clean only. This discrepancy between the care instructions provided to me & the updated instructions on the website is concerning & indicates a failure on Bearaby's part to provide accurate information to consumers.As a result of Bearaby's ******************** to address this issue appropriately, I am left with a $300 blanket that is unusable due to the damage incurred from following their misleading care instructions. This situation is unacceptable, & I demand resolution from Bearaby - replacement of the damaged product or a full refund.

  Business response

  02/26/2024

  Dear *******, 

  Thank you so much for reaching out, and I'm so sorry for the disappointment this situation has caused!

  We've checked our system and can see that you sent us an email on March 3, 2023. My colleague ********* followed up with you via email on the same day, but unfortunately it seems this email didn't reach you. I'm very sorry about this, but we'd love to try and help get this resolved. 

  My colleague ******** has reached out to you via email to look into this further, so hopefully you should receive our email shortly. 

  Thank you so much for your patience, and we look forward to hearing from you soon! 

  Customer response

  06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After many (29) back and forth emails with one of their reps ******************, they finally agreed to replace the damaged blanket on April 26th. I requested the same style/*****way as the damaged blanket, which was in stock at that time. This is when things started to go sideways again. After a week had passed with no further confirmation from Bearaby, I had to reach out again to follow up. ******** let me know that the *****way I had requested was no longer available, so I let her know on May 9 that I would like the Amber ***** Tree ******. On May 10th ******** confirmed that she was processing the replacement order, and would share the tracking number as soon as she had it. I have not heard anything from anyone at Bearaby since. 

   

  Since ********'s last email on May 10th confirming my replacement would be shipped out shortly, I followed up with her directly on May 21 and May 30 - with no response. I then tried reaching out on their website through their chat, where the associate informed me they would look into the status and get back to me. After several days passing and not hearing back I used the email contact form on their website on June 6, and again, never received a reply. I then tried reaching out through Instagram on June 11th, where they did respond to let me know they were going to look into it, and again, one week later and they have not reached back out with an update. 

   

  I believe that I have exhibited an extreme amount of patience, given the run-around I have been given by this company. I hadn't made any movement on this complaint until now, because Bearaby was claiming to act in good faith to resolve the issue, but it's clear they have no intention of keeping their promises. I am really hoping you can help me. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  07/03/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and distress that has been caused by this situation, but want to assure that we want to do everything we can to turn around your Bearaby experience. 
  
  We have been in contact with you previously regarding this issue and want to confirm that a replacement was sent to the shipping address provided in our communication. According to our records, the replacement has been delivered. We hope that this resolution meets your expectations, and that your new ****** brings you comfort.
  
  If you have not received the replacement or if there are any further issues, please do not hesitate to reach out to us directly. Your satisfaction is important to us, and we are want to do everything we can to better your Bearaby experience.
  
  Thank you for your understanding and patience.

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I just received the replacement blanket yesterday. To that end the issue is resolved, but I am still not satisfied with the length of time or the process to get the issue resolved. 

  Thank you so much for your help in addressing the issue, I know that is the only reason they finally started responding to me (both times).

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I asked if I could switch colors on an order I placed less than an hour prior. They said yes, but that I would have to cancel the order and re-place it. Specifically missing from these instructions until after they were followed: 1) notation that a $332 hold would be placed on my bank account for up to 14 days 2) $20 restocking fee for an item that could not have left stock yet 3) indication that I'd be abruptly hung up on with my money still in Bearaby 's possession after they told me that no blanket is coming and my order is "refunded" (partially and roughly a month from now)

  Customer response

  02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent $285 on the velvet ******, washed it the first time and several loops came undone with long, hanging loops all around the edges, and several seams within the loops came undone, basically frayed and coming apart at the seams. Company's response was dry clean only, although velvet is machine washable, and sent videos on how to fix the defects. Clearly, if they needed to create these videos, there has been an obvious influx of complaints with these same defects for a very expensive product that they continue to profit from but just expect consumers to take responsibility for fixing.

  Business response

  09/01/2023

  Dear *****,
  
  Thank you so much for getting in touch, and were sorry to hear about your experience when washing your Velvet ******.
  
  The issue with your ****** was reported outside of our 30-day return window, and while we aim to assist wherever possible, this ****** was not washed according to our care instructions, which means we unfortunately arent able to offer a replacement.
  
  When crafting each of our weighted blankets, we always strive to offer the best products that we can to each of our customers, and were continuously looking for ways to improve our products and services. We have had several new additions and revamps to our product line over the last few years, and when we made the decision to remove the spandex from our Eco-Velvet ******, we updated the care instructions to reflect the new construction.
  
  All of our weighted blankets are machine washable except the Velvet ****** and the Hugger, where we would recommend dry cleaning your weighted blanket to ensure it stays wonderfully soft and in perfect condition.
  
  As mentioned, we only recommend dry cleaning your Velvet ******, and the washing instructions for your product can be found on the Velvet ****** product page, where we recommend dry cleaning your ******, as well as in the care instructions email sent 14 days after purchasing your ******, FAQs, and on the brown ******* tag attached to your ******. We also have a comprehensive "How to Wash a Weighted Blanket" blog post which we refer to at all times (which is also referenced by the customer), which provides the same washing guidelines.
  
  We always recommend checking the product page, care instructions email and tag in order to know how to best care for your weighted blanket. 
  
  Pages where the care instructions are mentioned:
  Product Page - *********************************************************
  FAQs - ********************************************
  "How to wash a weighted blanket" Blog - ***********************************************************************************
  
  

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bearaby deletes negative reviews, pays for positive reviews and has deceptive return policy. #****** and #****** They state free returns and then have a buried processing fee deep in their site, but not clearly stated on the product page.

  Business response

  05/16/2023

  Dear ***,
  
  Thank you so much for reaching out, and I'm so sorry for the disappointment this situation has caused! We appreciate you taking the time to share your feedback with us, and I'm sorry to hear that the products you ordered isn't living up to your expectations.
  
  Were still a small business, and while we do our very best to provide free return shipping (which is quite costly given the weight and size of the shipping boxes), we do charge a fee to help to cover the inspection and processing fees of returned items.
  
  This moderate fee enables ** to keep offering free shipping to all of our customers across the contiguous **, and gives customers the flexibility to try out our products hassle-free. And if things dont work out, were able to take it back no questions asked!
  
  We aim to be as transparent as possible with the processing fee for our items, which is listed in our FAQ's, as well as our return and exchanges section our website and the return portal when you're returning your item. 
  
  As we're still a small, independent business, we truly appreciate and welcome our customer's feedback. That's why we ask all of our customers to leave a review of their products on our site 14 days after their item has been delivered, to ensure you have time to get comfy with your product, and share any feedback you may have with us. 
  
  Please let me know if there's anything else I can help you with.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a velvet ****** blanket and really loved it until the gauge of the knit started getting all over the place. Some spots were tight and others were giant loops that I could not fix. I contacted customer service (via email, I always get really skeptical of a company when they dont list their customer service PHONE number). We were actually able to work out a resolution that I could return the velvet ****** and exchange it for a cotton ****** because it would be less likely to have the uneven gauge problem. The company representative sent me a return postage label for the velvet ****** and I sent it back in early July and I have never received the replacement cotton ******. So I paid $350 for a blanket that wasnt worth that in the first place, had problems with it.. just to send it back and not get a replacement or any reply from customer service at all. I spent $350 and I have nothing to show for it.I have recently emailed customer service approximately five times and have not heard back. Im very upset about this and feel other people should know that this company is not well run. I want my money back.

  Business response

  09/02/2022

  Dear *******,
  
  Thank you so much for getting in touch with us, and I'm incredibly sorry to hear about the difficulties you have been facing with your exchange!
  
  I've checked our system and unfortunately it seems that we didn't receive the return confirmation email from our end which is why the replacement didn't trigger. I'm incredibly sorry for the inconvenience this has caused!
  
  We'd love to help get this resolved right away, so please let us know if you would still like to receive your replacement ******, and I'll get this shipped with expedited shipping right away. Alternatively, if you'd prefer to receive a full refund, I'll send this back to your original payment method immediately.
  
  Once again, I'm truly very sorry for the disappointment this situation has caused, but I hope that we're able to turn around your Bearaby experience!
  
  Kind regards,
  *****************************

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 07/22 I purchased by mistake a 20lb ****** Blanket from Bearaby,ca Order # ****. I was unaware of the size of it as their website is misleading in sizing. I paid by credit card $364,27 which included **** for shipping protection.Right away I realized my mistake and e-mailed them to cancel the order. This was at **** pm on April 07/22.At ***** pm April 07/ I received an e-mail from Bearabuddies from a ************************* saying they could not cancel the order #**** because it was en route to me tracking number ****************.On April 16/22 I received the order which I did not open, I tried flowing the links on the Bearaby website to get a return paid postal label, The Website informed me my order number **** was invalid.. April 18/22 after contacting Bearnaby again they replied with the links to a return shipping label telling me they had processed my return with a e-mail confirmation and would be charging me ***** for inspection and handling fees at their warehouse. and they will process my return once they receive the original item. They also informed me I would receive email confirmation letting me know the process is complete. I mailed the parcel April 19 tracking number **** **** **** **** . The parcel arrived April 25 a notice given to be picked up. Todate no one has picked up this parcel There has been no process of a refund and I am not receiving any emails from Bearaby there is no phone number to call them. I wish to have a refund for this order less the inspection handling fee. Thank you for your help.

  Customer response

  05/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order (Order #******) with Bearaby to send a gift (a blanket) to a family member. First of all, their online communication is awful. Their status updates are wrong and you can not reach anyone on live chat or via phone. They offered "faster shipping" as a promo so I took it. After a few days after them charging my card, there was no movement on my order. Until I emailed them and they told me the order was on the way. Turns out they use some second rate shipping company LASERSHIP and they delivered the box at MIDNIGHT in the middle of a rainstorm and left it at the front door. IN THE RAIN!!! The blanket and the gift was RUINED!! I would like a replacement blanket or I am going to put the charge into dispute with my credit card company.Given the high price of their merchandise, you would think they would use a REAL shipping company. Who would know better than the 1. Deliver something in the middle of the night. and 2. Deliver it in the pouring rain?? I look forward to a swift resolution to this problem. They can't get away with this kind of treatment. And most importantly, the gift I intended to be a lovely surprise, turned out to be a $300 WET rag. I am mortified!!!!

  Customer response

  01/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

*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. ↩