We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Retailer

Sierra

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Sierra's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Sierra has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 41 total complaints in the last 3 years.
    • 8 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/19/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Please cancel my order number E42609280 that I placed today, April 19, 2025. I checked out as a "guest" and have recently found out through an email notification from Sierra, that an account has been created for **** purposely avoid online companies that use this tactic to retain and sell a customer's private/personal information. I did not sign up for an account so why was one created for me?Do not sell my personal information. Delete my so called "account" that I did not create and all my personal information including my credit card information, my name, address, email address, and phone number from your database.Cancel my order immediately and delete my so called "account" and all my information. Sierra has no right to retain my information.

      Business Response

      Date: 04/24/2025

      Good day-

      We regret any inconvenience this has caused.  We have cancelled the order and we have processed the request to be forgotten as requested.  We attempted to contact you via phone and left a voicemail with details.  Please reach out if you have any further questions.  We're happy to help!

      Customer Answer

      Date: 04/24/2025

      Complaint: 23226874

      I am rejecting this response because "request to being forgotten" is not equivalent to permanently deleting - right to erasure - all my personal information from the TJMaxx i.e. Sierra database.  I did not create an account with this company nor did I agree for my personal information to be retained.  I suspect my personal information has been sold and shared already and without my permission.  There is nothing more to say.  This company had no right to create an account for me when I placed an order as "a guest".  I should have been notified prior to completing the ordering process if an account was automatically created.  I will avoid all of the companies in the future TJMaxx, Marshalls, Sierra etc..in-store and online because their business practices are not ethical in my own personal opinion.

      Regards,

      ***** *****

      Business Response

      Date: 04/28/2025

      We regret any inconvenience this has caused.  The right to be forgotten is equivalent to permanently deleting your information. Please rest assured we have requested your information be deleted as requested and we have not sold or shared any of your information.  Please reach out if you have any further questions.  We're happy to help!

      Customer Answer

      Date: 04/28/2025

      Complaint: 23226874

      I am rejecting this response because this company has decided to forcibly retain, share, and sell consumers private information without their authorization.  I, ***** ***** am disgusted and angry that again I have been put in a position of defending my right to my own personal information just because I wanted to purchase an item from Sierra as a "Guest".  I consider this matter closed and unresolved because now, this company and its affiliates have all my personal information without my consent now and in the future whether the company states that my information is "forgotten" and/or deleted, it will still be retained according to the company's privacy policy.  I guess I have to hire an attorney to read 50 pages of a privacy policy next time I want to spend my money buying an item online - no thanks.  I will do without. ************ learned the hard way.

      Regards,
      ***** *****

    • Initial Complaint

      Date:03/12/2025

      Type:Product 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.
      Order Number: E42438917 Customer Number: ********* Item: Oiselle ******** ****** Bra This item is defective. I have been wearing bras for 45 years. This thing they sent is not a bra.I want to return it however the cost to simply ship it back nears the price that I paid for it. I would agree if it were just buyer's remorse, however they sold and shipped a truely bizarrely mis-made item and it isn't right that I have to lose money on this to get a refund.

      Business Response

      Date: 03/11/2025

      Thank you for reaching out, but this is Sierra Grill.  A Southwest influenced restaurant in *********, *********  We do not sell clothing items.  I believe you have us confused with Sierra, Trading Post.  Please let me know if you need any other information from me.  Thank you, ******* *********, General Manager Sierra ************ 

      Customer Answer

      Date: 03/12/2025

       
      Better Business Bureau:

       

      I will re-file complaint with appropriate business. I am sorry I wasted this company's time.

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

      Business Response

      Date: 03/12/2025

      We regret any inconvenience this has caused. We submitted the refund to your bank on 03/12/2025. The refund should show on the original form of payment in 7-10 days but may vary depending on your bank. We appreciate your reaching out. Were happy to help.

      Customer Answer

      Date: 03/12/2025

      Better Business Bureau:

      Thank you.


      I have reviewed the response made by the business, and find that this resolution is satisfactory to me. 

      Regards,

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

    • Initial Complaint

      Date:02/14/2025

      Type:Product 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.
      Return for order EP7532133 was received on 2/5/25. There have been no updates on my refund status from the company despite an inquiry that was sent on 2/8/25. The return was received over a week ago they will not refund my money for the order.

      Business Response

      Date: 02/17/2025

      We regret any inconvenience this has caused. A refund has been issued to reimburse you for the items returned in your orders EP7532133 and EP7536301. Your refund confirmation numbers are C-09365808 and C-09365796. Please allow 5-7 business days for this amount to show up on your bank or ****** statement, depending on your banking institution. We appreciate you reaching out and are happy to help. 

      Customer Answer

      Date: 02/17/2025

      Better Business Bureau:

      I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

      Regards,

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

    • Initial Complaint

      Date:01/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 a pair of boots in the wrong size (confusing conversion of AU sizing) and immediately contacted the company to change the order or cancel. They refused to cancel or change the order, proceeded to ship it and said that I would need to pay shipping to return it, then pay shipping to separately order a new size. I left a note for ***** not to deliver, they delivered anyway. I returned the package to ***** to return to sender, they attempted to deliver twice again before it was returned to ********, ** facility. Two days after tracking confirmed that it had been signed for at the warehouse, I requested a basic exchange. They said I not only needed to wait for a refund then reorder, I would need to wait ***** days for restocking, after which I would need to pay for shipping before it could be refunded, rather than waiving the shipping fee. Prior to this fiasco, the previous order contained an incorrect item, which they did not replace but required me to again order the correct item (despite their error) and wait to have the shipping fee refunded rather than sending the correct item or waiving the shipping fee on a new order. When I contacted customer service, they claimed it was not possible to waive shipping. Unbelievable.

      Business Response

      Date: 02/03/2025

      We regret any inconvenience this has caused. We attempted to contact you at the phone number listed on the order but did not receive a response. We have placed a new order to re-ship the Chelsea ******** to you at no additional cost. The order shipped on 02/01/2025 under ***** tracking number, 441724624229. Please allow up to 10 days for delivery. We appreciate your reaching out. Were happy to help.

    • Initial Complaint

      Date:11/11/2024

      Type:Product 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 ordered a pair of boots on 03/02, however they were just a little too big. On 03/08 I initiated return to exchange them for the correct size. An in-store credit was issued and I used that to order the correct size.I don't have the exact date, but about a week later, the new boots were ready to be picked up from the store, so I returned the initial ones that were the wrong size and picked up the new ones. When returning the boots, the associate initially rang up a refund to be issued to a gift card, however I explained that I had already been credited and just needed to pickup my new item. He assured me the gift card was canceled and called his manager over to take care of the rest.Six months later on 09/10, I get a random of charge for $243.14 from Sierra with no email in advance or anything. Not recognizing it, I immediately called my bank to file a chargeback and close down that card thinking my card had been compromised. After further investigation, Sierra stated that the boots were never returned. I reached out to them, and they are now insisting that the boots were returned, however they are claiming I was issued a gift card that has already been partially redeemed and can only give me $86. That is simply not true. I never received this gift card. I just want to be refunded for the full amount that I was wrongfully charged. If there are security cameras in the store, they will show me refusing the gift card and walking out without it.

      Customer Answer

      Date: 11/14/2024

      Just following up on this. Sierra did issue a full refund for $243.14 today, so you are welcome to mark this as resolved. Thanks for your help. 

    • Initial Complaint

      Date:08/05/2024

      Type:Product 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 purchased goods from Sierra Outpost almost 2 years ago. Starting in June 2024 I have been getting numerous advertising emails from them. Sometimes 2-3 emails a day. I followed the link to unsubscribe from emails and nothing happened. I emailed customer service who apologized and said I was removed from the emails and it would take up to 7 days before the emails stopped. They never stopped. I emailed them again and they apologized again and said I was removed and it would up to 7 days before I was completely unsubscribed. I am still getting emails and now several more times a day. I am contacting BBB so that someone will actually follow through with removing people off their mailing list.

      Business Response

      Date: 08/06/2024

      We regret any inconvenience this has caused. We have removed this email address from our marketing emails. It can take up to 7 days for the emails to fully stop. We appreciate you reaching out and are happy to help. 

       

      Customer Answer

      Date: 08/06/2024

      Better Business Bureau:

      I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

      Regards,

      Kim Tomlinson

    • Initial Complaint

      Date:07/25/2024

      Type:Product 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.
      Received a fathers day gift from someone who does their shopping early. When I went to return the item it was already past their return policy even though I'd only recently received the item and it was unopened and unused. upon calling their store they told me I could return it for a credit but when trying to get it done I was told I could not. Why the back and forth for an unopened unused product?

      Business Response

      Date: 07/30/2024

      Good day-

      We regret any inconvenience this has caused.  We have extended the return timeframe on this order and will issue a merchandise credit/egift card once received.  If you have any further questions, please reach out.  We are happy to help.

      Customer Answer

      Date: 07/30/2024

      Better Business Bureau:

      I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

      Regards,

      Robert Meelheim

    • Initial Complaint

      Date:06/25/2024

      Type:Delivery 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 placed an order on June 17, 2024 for a pair of shoes. The order was shipped on June 18 via FedEx. Unfortunately, the shipment has been stuck at "on the way Concord, NC" for days now. I believe the order is lost in transit. Unfortunately, this company's chat function never works and emails to the company have the same response - wait, wait, wait. I paid for these shoes, but I am not getting sufficient information. At this point, I think I will need to dispute the charge on my credit card.

      Business Response

      Date: 06/27/2024

      We regret any inconvenience this has caused. Your order shipped on 6/17/2024 and was delivered 6/26/2024. Please contact our Customer Service Department at 1-833-888-0776 if you did not receive this package or need assistance with a return. We appreciate you reaching out and are happy to help. 

      Customer Answer

      Date: 06/27/2024

      Better Business Bureau:

      I have reviewed the response made by the business, and find that this resolution is satisfactory to me; however, their shipping time is outrageous.

      Regards,

      Monica Adams

    • Initial Complaint

      Date:04/24/2024

      Type:Product 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 returned the items from this order and was promised a full $78 refund. I only received half ($39). It is literally impossible to solve this problem over the phone or via customer service chat, and there is no email address to write to. This company's return policy is unbelievably convoluted and clearly designed to fleece customers.

      Business Response

      Date: 04/25/2024

      We regret any inconvenience this has caused. A refund has been issued in the amount of $39.00 to reimburse you for the item in your order. Your refund confirmation number is C-09202968. Please allow 5-7 business days for this amount to show up on your bank or PayPal statement, depending on your banking institution. We appreciate you reaching out and are happy to help.

      Customer Answer

      Date: 04/30/2024

      Better Business Bureau:

      I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

      Regards,

      Matthew Schick

    • Initial Complaint

      Date:04/10/2024

      Type:Product 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.
      False representation and zero response to emails. I sent them a photo of what they were claiming their product looked like, vs what it really does. Instead of a lovely blue that I was led to believe I was buying, I got a drab, much darker and grayer one. And no, it's not my monitor. It's a photographer or seller trying to make their product more attractive than it actually is. And returning it, they will charge me for the shipping, which would leave me with nothing and cost more than the products. Emails have gone unanswered for days. It’s not a lot of money, but it's the principle. In the uploaded photo, on the left is their representation, on the right is what I got. Same image I sent to them 4 days ago with no response whatsoever.

      Customer Answer

      Date: 04/10/2024

      It's resolved. They reached out to me once they got the complaint via the BBB and handled the issue swiftly. Thanks!

    Sierra is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.