Complaints

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:02/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bearpaw is not honoring manufacturing warranty. I received $120 BearPaw boots in 2018 as a gift without a receipt. I put them away in the box and kept in closet until now. So they are still new, unworn. When I put them on in the house and did a test walk to see if they are comfortable. Then the soles of the shoes cracked. They were so brittle that they broke off into many pieces. I contacted BearPaw support by email and they offered 40% off coupon if I paid for a new pair. I refused that, as it felt like a slap in the face. Then they responded with a 50% off discount. I don't understand why they are not honoring their manufacturing warranty to provide replacement boots of equal value. Also I see that BearPaw removed my ******** comment showing the broken boot soles and a screenshot of their email response to show how they did't honor their warranty in my case. They really want to keep this quiet it seems.

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Upon purchasing two pairs of boots: order No. ********, I always check to make sure there is a return/refund before completing the purchase order just in case the items arrive damaged. Both pair of boots were damage and I went through the process of starting a return. First; wrote an email requesting a return slip, did not receive a reply. Second; I call and was told someone get back to me. Third, called again, was told they were processing my return. Fourth, emails again and receive a reply: informing me I can get a credit or gift card. I replied back via email informing BearPaw that was not the stipulation upon purchase and I request my full refund. I have emailed BearPaw 4 times requesting my full refund and informed them they were not sending me any valid explanation not refunding my money back to me. I want my full refund returned to my account or via certified check. 

• Initial Complaint

  Date:12/16/2024

  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.

  On 11/29/24 I placed an order for two pairs of shoes on ************************. At the time, their website had a shipping time listed of 3-5 business days. On 12/4/24 I received an email that my order was delayed. On 12/9/24 I called to asked for a refund because it was clear my package would not come in a time frame that would make sense for me to use the shoes. The ***resentative denied me a refund stating that there have been delays and a refund is not an option while the package is processing. It is now 12/16 and the product has still not shipped. I spoke a bear paw *** today on the phone and they still refuse to provide a timeframe for when my item will ship. They also are refusing to provide me with a refund and they would not let me speak to a supervisor. So now they just have my money and I have no idea if the product is even coming. I would really just like a full refund and to be done with this company.

  Business Response

  Date: 12/30/2024

  Hi *******,

  Thanks for contacting BEARPAW!We apologize for the delays caused by high order volume and issues with our fulfillment software. 

  We've already refunded you $71.75 for one of the pairs that was returned. The other pair was shipped on 12/16 via *** tracking # 1ZJ2114E0340703435. That pair was delivered on 12/18. If it is no longer needed, you may return that pair for a full refund.

  Thanks again,

  BEARPAW 

• Initial Complaint

  Date:12/16/2024

  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 placed an order on Dec 1 Order #********. I received the black pair and the second pair I did not receive. I contacted Bearpaw via their chat feature and chatted with a *** named Stashay who said she could not tell me when the second pair would ship. I explained to her that I have moved and need to change my address and she said she could not change my address. *** will not forward my shoes. I asked her to cancel the order and refund my money. She said she could not do that either. I would like to know when the shoes will arrive and update my address to the new address if they are going to ship anytime soon and before they ship, or I want my money refunded.Order #******** - missing the vegan mushroom color booties that I paid $56.99 plus tax for.

  Business Response

  Date: 12/17/2024

  Hi *******,

  Thanks for contacting BEARPAW!

  Let us see what can be done at the *** level since they are the ones in possession of the package currently. What is the address you need to update to?

  Thanks again,

   

  Customer Answer

  Date: 12/17/2024

  I am rejecting this response because:

  I do not know how to get them my new address. They replied asking for it on BBB but I have no way to reply.

  New Address: *************************************************************************

  Their customer service **** are of no help.

  Business Response

  Date: 12/18/2024

  Hello,

   

  Order # 41079436 / Tracking # 1ZJ2114E0342248308 has been updated to the new address provided in your message. Please allow up to 24 hours for the address to update on ***** end.

   

  Thank you,

• Initial Complaint

  Date:12/14/2024

  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 placed an order on 12/1/24 for two pair of boots. My credit card was charged $120.82 on 12/3/24. It is now 12/14/24 and I can't receive any confirmation on when or IF my order will ship. I do not understand how a company can charge my credit card without the items being shipped. They can take my money but not ship the items I ordered. I understand it is the holidays and delays are expected but this is unacceptable for this company to give us no information but they will take our money. I want an immediate refund to my original payment method.

  Business Response

  Date: 12/16/2024

  Hello,

  We apologize for the delays with this order. Our systems have experienced technical difficulties over the last 7-10 days. We can offer a partial refund of $20 if you'd still like this order. If not, you can return for a full refund once received. Your order should be shipping within the next business day.

  Thank you

  Customer Answer

  Date: 12/16/2024

   
  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.  I accept the $20 refund and will wait for my order to ship 
  
  

• Initial Complaint

  Date:12/12/2024

  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 ordered boots from this company as a gift for my daughters 7th birthday.A few days after the purchase I received an email stating that the boots wouldnt be shipping in the usual timeframe due to high demand I contacted customer service to request that my order be cancelled so I could purchase the boots elsewhere and have them arrive on time. I was told I wasnt able to do that and the boots would ship soon. I contacted the company again today as its been 11 days since my purchase was made and I still havent had an update as to the shipping time frame. I was told by customer service that they had no timeframe in which I could expect the boots to ship and that once again, I was unable to cancel the order so I could buy her a different gift.

  Business Response

  Date: 12/16/2024

  This customer already has an active dispute via ****** that we are working to resolve/have acknowledged. Please close this dispute as the customer has one active already.

• Initial Complaint

  Date:12/10/2024

  Type:Delivery 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.

  Ordered item October ******* a total of 4 boots I only received 2 of them. The last 2 were delivered to the wrong address when I contacted *** to reroute to store pick up and they did not heed to my request. If contact one company to let them know about the mess up I'm told no I can't file a claim with ***. The shipper has to and low behold I tell them this and bearpaw goes no I have to contact ***. I've been dealing with this for a whole month. My neice who is autistic thinks I didn't get her a gift for her birthday which was a month ago.

  Business Response

  Date: 12/10/2024

  Hello,

   

  Thanks for reaching out. We're happy to help.

  It looks like this dispute claims that the entire order was missing based on the dollar amount entered ($196.29). You said that you received 2 of the 4 pair ordered. The disputed amount is not valid. Can you please confirm what you received.

   

  Thank you,

  BEARAW 

  Customer Answer

  Date: 12/10/2024

   
  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. The two ones with the red "x" i received. The other two are missing and the total between the two is 102.38.
  
  

• Initial Complaint

  Date:04/16/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 05/13/2024

  Hello,

   

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

   

  Thank you,

   

  Customer Answer

  Date: 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

  Date:03/21/2024

  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.

  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

  Date:01/01/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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?