ComplaintsforBarefoot Dreams, Inc

Clothing

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Initial Complaint
10/28/2024
Complaint Type:
Delivery Issues
Status:
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.
I hope this message finds you well. I am writing to formally express my concerns regarding Barefoot Dreams following an unsatisfactory experience with my online order (Order #BFD_611309) placed on October 17, 2024, totaling $268.15.The order was scheduled for delivery on October 22, 2024, but has yet to arrive. Despite multiple attempts to resolve this issue through Barefoot Dreams' customer service, I have encountered considerable frustration. My efforts to reach them via chat and phone have been unsuccessful; chats frequently disconnect, and I have been unable to connect with anyone by phone. I also submitted a claim related to the delivery issue, but *** closed the claim due to their inability to contact me. As I am currently deployed overseas in the ****, my service is occasionally unreliable, complicating communication.Since the order was misdelivered by their carrier, it is Barefoot Dreams' responsibility to pursue the claim and resolve the matter. ***** reliability is questionable, as the photograph they provided is too dark to be useful.The unresolved status of this order is causing me significant stress, particularly given my deployment. I submitted a photograph of my home as evidence, yet I continue to face difficulties in getting this matter resolved.Given the circumstances and the substantial amount involved, I feel it is necessary to escalate this matter. I kindly request your assistance in addressing this complaint. I seek a full refund for my order, as I will not be home for a replacement and can no longer devote time and energy to resolving these ongoing issues.Thank you for your attention to this matter. I look forward to your prompt *********** a paying customer why should i be stressing over this if this is not my carrier and i am not the shipper by law the shipper has to rectify this mess
Business response
10/29/2024
Hello *******,
Thank you for reaching out and for your patience while we investigate the issue with your order. We sincerely apologize for the frustration youve experienced and any additional stress this has caused during your deployment. We appreciate your service and want to ensure this matter is resolved promptly and fairly.
Regarding your concerns:
Order Delivery Issue: I want to clarify that we immediately initiated a claim with *** as soon as we became aware of the delivery issue. The claim is currently still under review by ***, and it is not accurate that it has been closed at this time. We're continuing to monitor the claim closely and are fully committed to ensuring that you receive either your order or a resolution.
Liability and Resolution: As stated in our FAQ, we are not responsible for lost or stolen packages once they have been marked as delivered by the carrier. However, please rest assured that in this situation, we are handling all the necessary follow-ups with *** on your behalf. At no point have we asked you to take further action, and we are doing everything on our end to resolve the matter.
Next Steps: I understand that your current circumstances may limit communication, so I want to assure you that we will notify you as soon as we receive any updates from ***. As soon as the claim process has been resolved, we will be able to issue a refund, as requested.
Thank you for your patience and understanding.

Warm Regards,
Barefoot Dreams
Initial Complaint
05/13/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered a Mother's Day satin pajama set on Thursday, May 9. I paid $25.20 for 2 day air shipping expecting it to arrive on the Saturday prior to Mother's Day. On Friday, I got a tracking notice saying it should be delivered on Monday, May 13- they day after Mother's Day.I reached out and was informed sorry, they had up to 10 days to get it packed before sending it out. I responded, why would I pay over $25 for 2 day air, that was misleading. They proceeded to send me a clip showing on the site that was their policy. I said it was not listed where I ordered which I felt was misleading. I sent them a clip showing what was still running on their site today saying if ordered by 5/6 3-day air and 5/7 2-day air guaranteed arrival. Unfortunately, I saw it was advertising for Mother's Day and just assumed without reading that Mother's Day ordering was still available. Honestly, why have that scrolling across the top of their website if it is not available for delivery. I just feel that this is deceptive, and I did not expect that from this company. I have been a loyal customer for years, just never ordering directly from their website. The only reason I did was you cannot get the satin pajamas anywhere in my town and that is what my co-worker's wife was wanting so I ordered these for him as a gift for her assuring him that she would be thrilled since Barefoot Dreams is so comfortable and luxurious. Expectations of a luxury brand are a little different that ******* shipping or customer service.
Business response
05/13/2024
Hello *****,
We sincerely apologize for the inconvenience you experienced with your recent order and for any confusion regarding our order processing and shipping policies.
We understand your frustration with the discrepancy between the expected delivery date and the actual delivery date of your Washed Satin Eye Mask PJ Set. We strive to provide clear and accurate information to our customers, and we apologize for any confusion caused by the timing of your order.
We acknowledge that our website stated customers should order by May 7th with the ***** air shipping method for guaranteed arrival by Mother's Day. However, you placed your order on May 9th, which resulted in a delay in delivery beyond your expectations.
In light of the inconvenience you experienced, we will be issuing a refund for the shipping costs as a gesture of goodwill. Additionally, given the circumstances, we are willing to accommodate a return for your final sale order, should you decide to do so.
If you have any further questions or concerns, please don't hesitate to reach out to our customer service team.
Warm Regards,
Barefoot Dreams
Customer response
05/15/2024

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
01/22/2024
Complaint Type:
Product Issues
Status:
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.
Hi,My item was received by their return department on 12/12. Per their policy a refund is to be issued within ***** days. I still have not received my refund. They just email back so they are experiencing delays. Their online chat doesnt work and no one picks up when I call. Order BFD_467591
Business response
01/26/2024
Hello ********,
We appreciate your feedback and the opportunity to address your concerns regarding the refund processing time and the issues you raised in your BBB complaint.
Upon reviewing your complaint, we noticed that you mentioned our policy on refund processing time. We understand that this is a crucial aspect of your experience, and we would like to clarify some points that were not mentioned in your complaint.
Warehouse Closure: We want to bring to your attention that we communicated a warehouse closure via email, which may have affected the processing time. We understand that this information might have been overlooked, and we apologize for any confusion.
Online Chat Function: You mentioned that our online chat does not work. However, there is no record of any attempt from your end to use the chat function. Our customer support team is available through various channels, including chat, to assist you. We encourage you to reach out via chat or any other preferred method, and we'll be happy to address your concerns.
Phone Calls: We acknowledge that you mentioned no one picks up your calls. We did receive one call during high volume hours, but unfortunately, no message was left. To ensure we provide the best service, we recommend leaving a message so that our representatives can promptly return your call. Additionally, you did not email us requesting a callback or reference any attempt to call.
Refund Processing: It's important to note that your return was processed and refunded before your BBB complaint was posted. We strive to expedite the resolution of any issues, and we appreciate your patience during this process. These funds should already be available to you, but please do let us know if you have any other questions or concerns.

Warm Regards,
Barefoot Dreams
Customer response
01/31/2024

Complaint: 21153969

I am rejecting this response because:
I emailed at least 3x in order to get my refund. I had emailed on 12/9regarding their refund process and did not receive a response s until 12/20. The item was received by Barefoot Dreams on 12/12. Their warehouse closure was on 12/29. Even after their warehouse opened on 1/10 I did not receive my refund in ***** business days. My refund was finally processed after a complain was filed on the same day. The chat function never loaded despite several attempts. No one picked up during business hours and j called from multiple numbers including my work. There was no email even notifying me my item was received and I had to check the tracking myself. This business does not respond in a timely fashion, only replies with pre templated emails, and did not process my refund within ***** business days per their policy. I am concerned and disappointed by how unaware they are of their poor customer service and the delay and obstacles customers must incur to receive a response.
Sincerely,

*********************
Business response
02/08/2024
Hello Victoria,
We appreciate your ongoing communication and the opportunity to address your concerns regarding the refund processing time and our customer service.
We carefully reviewed your follow-up comments, and we want to ensure that we provide a thorough response to all the points you raised.
Refund Processing Time: We sincerely apologize for any confusion regarding the refund processing time. We understand the importance of timely resolution, and we acknowledge that there was a delay in your case. We want to assure you that your refund has been issued, and we appreciate your patience throughout this process.
Chat Function: We regret any inconvenience you may have experienced with our chat function. In your previous communication, you mentioned that the chat function never loaded. We take this feedback seriously, and we would like to investigate this further. If you could provide the specific details of the issues you encountered, including the date and time of your attempts, we will look into this matter promptly.
Multiple Numbers: You mentioned calling from multiple numbers, and we want to ensure that we address any oversight on our end. We do not have any other numbers listed for you in our records. If you could provide the additional numbers you called from, we will investigate this thoroughly to ensure we have not missed any communication from you.
Customer Service Response Time: We understand your frustration with the response time, and we sincerely apologize for any inconvenience caused. We strive to provide timely and effective customer service, and your feedback is valuable in helping us improve our processes.
As mentioned earlier, your refund has been processed, and there should be no pending issues requiring resolution. However, if you have any additional complaints or concerns, we encourage you to contact us directly.
Best Regards,
Barefoot Dreams
Initial Complaint
12/15/2023
Complaint Type:
Delivery Issues
Status:
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.
Item was not included in shipment, claim with *** was filed and denied - as it should be. Not *** responsibility to ship and pack all items in box. No refund or replacement sent. This is theft.
Business response
12/27/2023
Hello *******,

Upon thorough investigation we found that our warehouse successfully packed all the items you ordered.
We understand your frustration with the missing item, however, the package was successfully delivered, as confirmed by *** through photo proof and your acknowledgment of receipt.
We filed a claim with *** on your behalf to investigate any potential issues during transit, but unfortunately, the claim was denied due to the conclusive evidence of successful delivery.
As a gesture of goodwill we offered to issue store credit for the missing item, however, you declined the offer.
At this point, we consider this transaction closed. Our goal is to always provide a very positive shopping experience for all our customers, and, for this reason, we continue to be available to you by phone or email, should you decide to accept our goodwill offer for store credit for the item that you claimed was missing.

Best Regards,
Barefoot Dreams
Customer response
01/02/2024

Complaint: 20980794

I am rejecting this response because:
I paid for an item that I didnt receive.

Sincerely,

*********************************
Business response
01/11/2024
Hello *******,

We've carefully reviewed your concerns regarding the recent order. Despite *** confirming delivery, we understand your frustration, and we sincerely apologize for any confusion.

As a goodwill gesture, we're issuing a one-time refund for your order. However, kindly note that this is a unique exception, and we won't be able to offer similar refunds on future orders.

If you have further questions or need assistance, feel free to reach out to our customer service team.

Thank you for your understanding.

Best regards,
Barefoot Dreams
Initial Complaint
10/05/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Pet Bed - $198 not received. ******** filed claim with **** We missed call with *** and voicemail was not clear. *** closed merchant claim. Further attempts to reopen claim denied by merchant. Customer out $198
Initial Complaint
09/06/2023
Complaint Type:
Delivery Issues
Status:
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.
Ordered In the Wild blanket during Nordstrom anniversary sale (reg $180, pd $119). Quality far less than my other one of same style. Then ordered exact same from ************************* to compare, and that one was way nicer, thicker, softer. THEN when I looked at tag to check fabric content it had a Threshold tag sewn inside - which is Target brand and sells for $30 there!!! Shame on Barefoot Dreams and/or Nordy for trying to pass this off to their customers!!! I feel all customers duped by this during 2023 summer anniversary sale should be refunded!
Business response
09/25/2023
Hello *********,

We do not own, sell, or manufacture products from the Threshold brand. We have never authorized any third party to display Threshold products with Barefoot Dreams' hangtags. Please contact Nordstrom for further clarification. We will do the same, as we would never allow Threshold products to be tagged with our brand. We thank you for your continued support and hope that you will visit our website to shop the latest arrivals in our Barefoot Dreams' line.

Best,
Barefoot Dreams *************
Customer response
10/03/2023

Complaint: 20458299

I am rejecting this response because:
Response is a lie. Attached in orig complaint is a photo of Barefoot Dreams blanket with Threshold (Target) tag sewn inside. When I returned blanket to Nordstrom *********, ** location I looked at other blankets on display and they also had this label sewn inside. Nordstrom selling for $180 and Threshold/Target sells this far lesser quality for approx $30! Looks like your company shipped Nordstrom wrong batch and all customers who purchased were duped need to be refunded accordingly! Do not try passing off blame to **********

Sincerely,

*********************************
Business response
10/11/2023
Dear *****,

We want to extend our sincere apologies for the inconvenience you have experienced with your recent purchase from one of our authorized retailers. We understand how frustrating this situation can be, and we are committed to addressing your concerns.

First and foremost, we want to clarify our company's position regarding the products you've mentioned. Our company neither manufactures nor sells the specific items you've described in your recent communication. Any products bearing our tags that are not part of our official product line are not authorized by us. We do not endorse or authorize such products.

Our team conducted a thorough investigation into the matter to better understand what transpired. We have been in contact with the authorized retailer from which you made your purchase and based on our findings, it has been confirmed that there was no internal mix-up or error that transpired. The item you received was not part of their inventory, and they did not sell a product matching the description you provided.

Once again, we apologize for any inconvenience this situation has caused, and we appreciate your understanding.

Thank you for choosing our brand, and we look forward to assisting you with any future inquiries or needs.

Warm regards,
Barefoot Dreams
Initial Complaint
11/27/2022
Complaint Type:
Billing Issues
Status:
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.
I ordered some slippers that cost $64.00. They charged me $21 for shipping to my address. My daughter ordered from them in nearby location for a robe and paid $13.78 and my granddaughter attempted to order the slippers that I ordered at a nearby location and got the same shipping of $13.78.They are almost impossible to communicate with. I want to know why I was charged such a high shipping rate.
Business response
12/05/2022
We regret to know that the experience did not meet the customer's satisfaction.

Shipping varies based on weight and distance travelled. These rates are stated to us by our shipping carrier and are not set or alterable by Barefoot Dreams. All orders over $99 will have free Ground shipping in *****************.

Here is a one time promo code for free shipping on your next order " Free.ship " . We apologize for any inconvenience this may have caused.
See Attachment/File: faqshipping .jpg
Initial Complaint
08/17/2022
Complaint Type:
Billing Issues
Status:
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.
I placed an order for a total of five items. As soon as I placed the order I tried to cancel so that I could remove one item from the list. Unfortunately, there was no option to do so. I immediately emailed customer service and they stated there was nothing they could do. I couldn't even cancel the entire order. Given that this is a gift and being shipped to someone else, I can return anything.
Business response
10/04/2022
Business Response /* (1000, 5, 2022/08/25) */ ************************************************************************************************ Hello *******, We are so sorry to hear about your experience with your Barefoot Dreams, unfortunately your order was placed after our business hours. Our business hours are 8 AM PST to 5 PM PST. As your cancellation request was received at 12:09 PM PST our time, the order was already being processed and we could no longer cancel or make any changes.. Please see our FAQ for more information: https://www.barefootdreams.com/pages/faqs As we do not have a way to cancel when an order has begun processing, the only option is to return the order or unwanted items.
Initial Complaint
01/18/2022
Complaint Type:
Product Issues
Status:
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.
I bought a shawl for my wife as a Xmas present. Of course it didn't arrive on time but when it did it wasn't right for her. We have since asked to replace it with another item and return the original purchase. The problem is the company doesn't answer a phone call or respond to email. Is this company a scam? People should be warned never to do business with this company. Our original order number was bfdXXXXXX if that is in any way helpful. I don't know if this will go anywhere but at least I feel better sharing what a ***** ** **** this company is!!!
Business response
02/15/2022
Business Response /* (1000, 5, 2022/02/01) */ Hello ******, We apologize for the difficulty in reaching us as we are currently receiving a very high volume of email/call inquiries and can assure you that your request is not being over looked. Our customer care team is working very hard to respond to all requests as quickly as possible. Our records show that your return is being processed and a refund will be processed within the next business day. Once this has been completed, you will receive a refund notification via email. Again, we sincerely apologize for this and any inconvenience this may have caused. Should you have any questions or concerns, please feel free to contact us at any time. Thank you!
Initial Complaint
01/08/2022
Complaint Type:
Customer Service Issues
Status:
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.
Ordered products on 11/28/2021 Supposed to be delivered before Christmas Made multiple attempts to check on order without response Finally received order on 12/28/21. Need to return item that doesn't fit. NO CUSTOMER SERVICE They are supposed to contact me for return. I have made several attempts to get them to return my request.
Business response
02/15/2022
Business Response /* (1000, 5, 2022/02/01) */ Hello ****, We are so sorry to hear about this delay as we are currently receiving a very high volume of email/call inquiries. We can assure you that your requests are not being overlooked and our team is working vigorously to respond to all requests as quickly as possible. Our records show that your return was delivered back to us and will be refunded within the next business day. Once this has been completed, you will receive a refund notification via email. Again, we sincerely apologize for this and any inconvenience this may have caused. Thank you and have a wonderful day!

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