Complaints

This profile includes complaints for Baltic Born's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Baltic Born

  300 S 1350 E Fl 4 Lehi, UT 84043-1497

• 

  Baltic Born

  1375 S 300 E, Ste 107 American Fork, UT 84003

• 

  Baltic Born

  5025 W Hudson Way Ste 40, 50, & 60 Lehi, UT 84043-4673

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:04/20/2025

  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.

  Baltic Born offers a hassle free return add-on for purchases that is extremely misleading. Free returns means a return is free. It does not mean a free exchange, and I find it unethical to ask customers to pay for hassle-free returns without also stating it would be for store credit only. Hassle-free returns is prepaying for a return label! I do not want a store credit and I like having the option to try on different styles and sizes without pressure. I returned items two days after purchasing them unworn and with tags still attached. I have emailed them twice and got an automated response that theyd be in touch in ***** hours. That was 10 days ago. I emailed again with no response. They have numerous complaints about this and I know someone personally who was able to return for a full refund within the last year, but they will claim this is their policy since 2020, which is not true. Policy or not, after numerous complaints, they should make it crystal clear hassle-free returns are actually exchanges IN THE DESCRIPTION and not in a separate area that no one would think to look because free returns means you get a full refund for returned merchandise! I want a full refund for the dresses returned.

  Business Response

  Date: 04/24/2025

  Hi *****! We apologize for any confusion. With the Re:do Free Return Shipping + Package Protection, your order is protected from being lost, stolen, damaged or shipped incorrectly as well as free shipping on returns. This package protection does not warrant a refund to the original form of payment. We understand that this policy may be unfamiliar to you and wish that we had the capabilities of larger stores, but since we are a smaller, sister-run company, we had to enforce some stricter return policies due to the rampant issue of unsustainable returns being sent back in worn or damaged condition. We understand that not every return may fall under this issue, but enough do occur day-to-day that we instated this blanket policy that applies to all items and returns.

  It appears that a representative from our team sent you an email with instructions on how you can return this order to us for a refund as a one-time exception, due to this being your first order and being caught off-guard by our policy, as that is never our intention. Did you receive that okay? Be sure to check your spam/promotions folders just in case, it will be from **********************************************************.

  Customer Answer

  Date: 04/24/2025

   
  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.

  I received an email offering a refund and appreciate Baltic Born's willingness to work with me and will be recommending them in the future for their quality clothing.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/10/2025

  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.

  Baltic Born is not clear when purchasing items that they do not refund to original form of payment, it's store credit only. I even paid more for "package protection and free shipping for returns" thinking it'd be a no hassle return. I would never have purchased from them if I knew I couldn't get my money back. It should have been crystal clear before purchasing that returns are for store credit only. Terrible way of doing business!

  Business Response

  Date: 03/10/2025

  Thanks for reaching out and expressing these concerns! We did not see any communication between you and our customer support team, so we went ahead and just emailed you from our customer support email. Here at ********************** Brn, all returns are for store credit only and have been since January of 2020. Please review our official return policy information here: ************************************************. We never intend to catch anyone off guard and would hate for you or anyone to feel taken advantage of, and look forward to hearing back from you via email.

  Customer Answer

  Date: 03/11/2025

   
  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.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:01/17/2025

  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.

  Purchased item on 09/20/2024. The company sent the wrong item. It was not what I purchased. I submitted a return request right when I received the item on 9/24/2024. The request was rejected immediately so I reached out to customer service. They took over a week to answer me and that was after I followed up with them. Company did not offer any solutions and just stated that they cannot accept returns.

  Business Response

  Date: 01/21/2025

  Thank you for reaching out and bringing this issue to our attention. We are so sorry for any miscommunication as we requested more pictures on our returns portal. We just replied to you via email, please let us know if there's anything else that we can assist you with regarding this order, or another one. Thank you!

• Initial Complaint

  Date:12/18/2024

  Type:Delivery 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 2 dresses from this business on 11/8/24 with an estimated delivery in 5-10 business days. The package has been lost in the mail since 11/15/24 with no scan on its whereabouts. I have contacted the company a total of 4 times through their email channels that they stated I should go through and also filed a formal claim on their website. They rejected my claim on 12/10/24 and now they refuse to answer 2 subsequent emails nor ship new items or issue me a refund. Order #*******.

  Business Response

  Date: 01/02/2025

  Hello ******,

  We are so sorry for any confusion! We can see that our team approved your lost claim and replied to your email with the following on 12/18/2024. Please email us and be on the look out for a reply from ******************************** if you're needing us to resend the credit.:

  Thank you for keeping us updated on the status of your package! We are so sorry to hear that it has still not arrived, meaning it was most likely lost or stolen.
  We have gone ahead and approved this claim. Thank you so much for working with us and for your understanding!

  
  Happy Holidays!
  Baltic Brn Customer Support?
  ******************************

• Initial Complaint

  Date:11/03/2024

  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 received my order from Baltic Born on October 1st for my event scheduled for October 19th. The day of the event I got the dress I ordered out of the bag to get dressed for the wedding. After putting the dress on I realized that there were two large gaping holes in each side of the dresses fabric. I contacted Baltic born immediately that day on the 19th explaining what had happened and they told me that since I had put the dress on already that they were unable to refund me or exchange the dress. They also claimed that I had received my dress in April, which is simply not true. The dress was ordered on September 27th, delivered on October 1st and tried on for the first time on October 19th, the same day that I emailed Baltic Born about the issue.

  Business Response

  Date: 11/04/2024

  Thank you for sharing your experience and we're sorry to hear about this! Per our official return policy we ask that, "If you receive a damaged item, please submit a claim through the portal HERE (returns portal linked) within 14 days of receiving your package. 

  We apologize for our mistake in stating that the order was delivered in April; as it was delivered on October 1st as you said! In order to claim this item as one that "arrived damaged", we would have needed to receive the report by October 14th to process a damage claim. We were not alerted until about 5 days after this deadline, which is why we were and are still unable to assist.

  We strive to offer our best customer support while still abiding by our policies and procedures, so we appreciate your feedback and honesty as we continue to grow and improve.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22507071
  
  I am rejecting this response because:

  Regardless of what date this was filed, the item was received in damaged condition straight out of the original packaging. 

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

  Business Response

  Date: 11/08/2024

  We appreciate your reply and want to help as best as we can, while abiding by our official policies and procedures of our company. As per Baltic Brn policy, after your package is delivered for 2 weeks, it no longer qualifies as an eligible return or a damaged item. This is company policy, so we are able to ensure the damage happens before wear, and we allow 14 days for customers to report an issue to us once they receive the package. 
  
  Though we do hope that the item arrives in perfect condition, we have a report timeframe for the unfortunate situation if your item does arrive damaged. Taking a look, we do see this order was delivered on October 1st
  
  Here is a link to our Return Policy for reference: Returns | Baltic Born- ************************************************
  
  We sincerely hate being the bearer of bad news, however since we are out of the damage report timeframe and the item has been worn, we are not able to offer damaged compensation, or a replacement dress at this time.
  
  

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair 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.

  Purchased over $400 worth of merchandise. The retailer offers limited sizing for most items and is available online only so I made these purchases with the expectation that I would be trying the sizing out and would be able to return what did not fit. After scheduling a return of the never worn items that still had tags and were returned in their original packaging, they offered me store credit rather than refunding to my original payment method. I explained to the business how unacceptable this policy was, their answer was that it is clearly marked on their website (at the bottom of each page) which continually glitches with every use. I vowed to make people aware of this return policy, which I did with polite comments on their Facebook page, simply alerting potential customers that they only offer store credit for refunds... This proceeded with the business blocking me access to their Facebook page entirely.... but that is neither here nor there. Using the store credit, I received for my return and trying to not make this a gigantic waste of money I placed yet another order which, they sent to me however it was missing an item that had been confirmed as delivered. I reached out to the email address on their website which apparently is the only way to reach this business, Sunday afternoon. I received an automated response that said they would be in touch 48-72 hours later. It is now Wednesday afternoon, and they have yet to reply to my email.

  Business Response

  Date: 10/18/2024

  Thank you for your feedback and sharing your experience. We apologize for any frustration caused by our official return policy, which has been in place for 4+ years. Our policies are located in several spots including the links at the bottom of each webpage, the drop down search menu and under the "Shipping & Returns" tab on all products. We do apologize if our policy caught you off guar, as that is never our intention.

  This customer was removed from accessing our Meta social media profiles, in accordance with Meta's terms and conditions to comments and spamming behaviors. Upon review we can see that we were informed of a "suspicious" increase of traffic and repetition on our account from Meta themselves, as a security alert to our team regarding this. If the customer wishes to request that their account no longer be restricted by Meta, we believe they will need to take that up with their customer support.

  It also appears that an agent on our team set up a free replacement order this morning. We appreciate your patience as our 4 person team works as quickly as possible to assist customers in a timely manner! 

   

   

  Customer Answer

  Date: 10/18/2024

  
  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. I would like to add that I appreciate the item I paid for now three weeks later being sent to me. Meta does not automatically block accounts because of spam, this was a conscious choice made by your business because I was notifying people of your ridiculous return policy and implying that your return policy is visible and accessible is misleading. You know this return policy will catch people off guard, it’s obvious from the amount of complaints that have come before me. You should ALERT your customers not make them search for it. The responses I have received from your four person team have been dismissive and argumentative. I’m so incredibly disappointed with the service I have been given and I will continue to share it with the women I know who shop online. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/02/2024

  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.

  I purchased two dresses online and returned both items as they didnt fit and was not happy with style. I understood the return policy and accepted the store credit which was issued to a gift card. I went to use the gift card to make a purchase and the balance was not available to use. I have tried emailing the company three times and even direct message on ******** and have not received a reply. There isnt a phone number to contact and super disappointed with this experience.

  Business Response

  Date: 10/07/2024

  Hi! It looks like our support team sent your credit to you on Thursday and we can see that you placed an order with the credit that same day! Please let us know if there's anything else we can assist you with.

  Customer Answer

  Date: 10/07/2024

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair 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 one dress from Baltic Born on 09/19/2024. It is now 09/24/2024 and the dress still has not even shipped. On 09/20/2024, I had gotten an email from their customer support asking me if the address I provided was correct. It was, and there was nothing wrong with the address I put in. I have tried calling and emailing to see why the dress has not shipped yet, and of course no one has answered the phone or reached back out to help me. I ordered this expensive dress for an upcoming wedding and need it ASAP, as I will probably have to have it hemmed as well. I ordered it with what I assumed was ample time to get it and get it hemmed before the wedding, but since they have been so slow and have not helped me, now I dont know. And now I know that they only give store credit for returns, which the website was not upfront about, so I am very upset with this situation. It is completely unprofessional to be so deceiving and then not even acknowledge customers who have questions about their orders. Their voice mail is set up as if youre calling someones personal cell phone, and they ignore the call after it only rings 2 or 3 times! I will NEVER order from them again and I will advise all my family and friends to do the same.

  Business Response

  Date: 10/07/2024

  Hi Maggie,
  
  Thank you for reaching out to the Baltic Børn Team! We also sent this over email to you with the returns portal linked.

  We are disappointed to hear that your package did not arrive as scanned as scanned by the shipping carrier on September 26th. ?? We feel your frustration.
  
  Occasionally, shipping carriers prematurely scan packages as "delivered," and generally speaking, the package should show up within 4-6 shipping days, or sooner. Please reach out to the shipping carrier and/or your local post office for more detailed information about the whereabouts of your package.
  
  
  If they do not have any info for you, and if you have still not received your package after 6 business days of it being marked as "delivered," please start a claim in our Returns Portal here.

• Initial Complaint

  Date:09/19/2024

  Type:Delivery 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.

  Missed their shipping time frame. Refuse to give refund.

  Business Response

  Date: 09/20/2024

  Hello ******,
  
  Thanks for reaching out and letting us know! We also just sent this message in response to your email. Please reply to the automated response so that your email gets sorted into our agents' inboxes!

  When prompted to choose a shipping method at checkout, our free shipping and $8 standard shipping methods are described as estimated delivery 5-10 business days. With this timeframe in mind, your order is estimated to arrive between September 16-23rd.
  
  Here is the most up-to-date information available regarding your recent order.
  
  Order: #*******
  Tracking Link: ********************************************************************************
  
  Order info: *************************************************************************************************************************************

• Initial Complaint

  Date:09/16/2024

  Type:Sales and Advertising 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 purchased two dresses from Baltic Born with an assurance of “free return” with paid postage of $4.48. I was then only offered a store credit with reduced pricing. This is an online store from which I just received the items today 9/16/24. I should have time to receive my items and return them for full refund to my original payment method.

  Business Response

  Date: 09/18/2024

  Thanks for taking the time to leave this review and we're sorry to hear this!  Here at Baltic Børn all returns made by customers are for exchange or store credit only, and have been since January of 2020! Please review our official return policy information here: ************************************

  Store credit amounts do not include shipping costs, the cost of your Baltic Børn Shipping Warranty, certain state taxes that are unable to be issue as store credit depending on the state you live in and the tax requirements for your area. and discounts used at time of purchase are prorated and factored into store credit amounts.

  We believe that there's something for everyone here at Baltic Børn, and perfect timing because our Fall collection just dropped! Here are some of our absolute favorites that we know are going to sell out so fast!