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Business Profile

Clothing

Lee and Rock & Republic

This business is NOT BBB Accredited.

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Complaints

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

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Lee and Rock & Republic has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/04/2024

      Type:Product Issues
      Status:
      Unanswered
      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 today and upon unpacking noticed that one pair of my jeans had discoloration/damage to both outer legs. The damage is significant and not small enough to ignore/miss. Please see attached photos.

      I immediately logged into my account to try and process an exchange myself but due to limited stock it would not let me process it. I contacted the support team and received an email fairly quickly from a representative whose name is "Cinderella." She clearly did not read my email and asked for information that had already been provided to her. I responded asking that my initial email be read in its entirety.

      To avoid further delay I contacted the 866 number. The representative asked me repetitive questions and instead of listening to my verbiage he read from a script asking me questions I already answered. As you can imagine that is very frustrating.

      It turns out because he cannot not exchange my item due to limited stock he could only offer me a refund which would take 3-8 weeks to process once my item was returned. This is absurd. I do not want a refund; I simply need a pair of jeans. If the jeans I ordered arrived damaged I should be able to exchange them as noted on the R&R Web site. If the exact pair of jeans is not available I should be able to get another pair of equal value. The jeans are all the same price with the exception that I bought them during a Black Friday sale which I should also not lose out on because I received a damaged item. I explained this to the representative who was clearly unable and/or not wanting to help me.

      I am frustrated. This is disappointing customer service all around. I've been wearing Rock & Republic jeans since they were being sold at KOHL'S and this is the first purchase I've made online. I was going to place an additional order on Monday and am glad I did not. I am asking for your assistance in having my jeans replaced since they cannot be exchanged, please.

    • Initial Complaint

      Date:02/12/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 2 pair of *** Jeans on January 27th 2024, paid $69.06. Order number 26322975. Paid $7.99 to have the jeans shipped to me. The jeans did not fit so I wanted to return them. Was charged another $7.99 to ship the items back. I'm out a total of $15.98 trying to do business with ***. I won't shop online from their store again due to these practices. What I thought was going to be a smooth transaction turned out to be soured. There was no indication that I'd be footing the bill to return the jeans at time of purchase. Email contact only.

    Lee and Rock & Republic is NOT a BBB Accredited Business.

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