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Business Profile

Wholesale Shoes

The Rockport Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Shoes.

Complaints

Customer Complaints Summary

  • 58 total complaints in the last 3 years.
  • 3 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/27/2023

    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.
    Trying to return women's size 6.5M TM **** Pump CH2350. I was well within 30 day return period but am getting no response to emails and phone number for Rockport days "no one available". I never longer have order number because I sent a tan pair of size 7's back already. Those also were too big. No issue with those. Refund was given.

  • Initial Complaint

    Date:11/26/2023

    Type:Delivery 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.
    ordered shoes on 40% off Black Friday sale, 5 to 8 day delivery after 8 days reached out to the company and was told they are behind in processing if i don ******* a shipping notice in 14 day to contact them at 12 days i *******d an email stating they cancelled my order do to product shortages.there we in stocj at time I ordered, i was told they would be delivered bu they were running behind and then days later cancellec my order

    Customer Answer

    Date: 12/07/2023

    Other than an apology, for there poor business practices, thats it

  • Initial Complaint

    Date:11/01/2023

    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.
    They took my money and did not provide me with my item. They cannot be reached by phone or by email as my emails have been rejected. Basically I cannot contact them at all.

  • Initial Complaint

    Date:10/14/2023

    Type:Order 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 9/3/23. When I ordered them, they were not marked final sale. I received them 10/6/23 and they were too small. On 10/9/23 I tried to return them using their online return link but I get an error saying the return is not eligible. I contacted Rockport via email and received a response with a contact phone number and the same online return link I already used. I tried it again and got the same error. I then tried to contact Rockport by phone on 10/9/23. The recorded message said they were closed and gave their business hours for when to contact them. It was during those business hours. I called them again the next day and got a recorded message that said due to high call volume they were unable to answer the call and not to send additional emails because it would create longer queues for them to respond. I waited another two days. Still no response. I sent a third request asking for them to review my order and please send a QR code or a return label. I still havent received a response. I want to return the boots for a full refund.

    Customer Answer

    Date: 10/25/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:10/10/2023

    Type:Service or Repair 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 bought these shoes in ***** ** at the shoe store back in November of last year I have always liked these shoes and have bought many pairs over the years but this last pair is not good quality shoes for the price I paid the soles have come apart and I have to glue them back together. This is poor quality for shoes. You should not have to glue shoes back together for the price I paid. And I don't even wear them everyday in the summer I don't wear them at all.

  • Initial Complaint

    Date:10/05/2023

    Type:Service or Repair 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.
    My husband was given a brand-new pair of Rockport shoes for his birthday in March of this year. He started wearing them about a month ago. You can tell by the soles of the shoes that they are brand new. The shoes are coming apart and I reached out to them. I explained to them I did not have the receipt because they were a gift and they told me they would not honor the warranty or claim because I was not the original purchaser. That is absurd. I would like for them to replace the shoes under the warranty or send me the replacement cost for them and I will go elsewhere.

    Business Response

    Date: 10/04/2023

    Hi **************,

    Thank you for reaching out and my apologies for the issues with your Rockport shoes.Unfortunately Rockport is no longer a subsidiary of Reebok. The company was sold in 2015 so we no longer handle Rockport inquires. 

    Business Response

    Date: 10/10/2023

    Hi **************,
    Thank you for reaching out and my apologies for the issues with your Rockport shoes. Unfortunately Rockport is no longer a subsidiary of Reebok. The company was sold in 2015 so we no longer handle Rockport inquires. 

    Customer Answer

    Date: 10/21/2023

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:10/02/2023

    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.
    My goal was and is to return to Rockport sneakers item #CJ076-075-M and receive a $79.99 credit minus $5.00 return service charge. Nothing on Rockports page for this item stated final sale when I purchased them on July 17, 2023, order #RP1020039. The entire order consisted of two pair of shoes for a total of $137.78 and was delivered to me on July 20, 2023. I only wanted to return the sneakers. On July 25, 2023 my husband started processing the return as specified on their web site at: returns.rockport.com/#/exchange. Using this web address brought us to a page that stated: Item does not meet conditions for return. I called the consumer care number: **************. A recorded message tells customers to use the on line customer service Contact Form. We used it to contact Rockport on 7/25/2023 and followed up with an email to *************************************** at 9:47PM to which we received an automated response, Rockport number ****** in 2 minutes.On 7/26/23 we replied, as per their request, that their email did not address our problem.On7/31/23, after waiting 6 days for a response, we replied again to their email as Rockport requested, to get a response to our return authorization request. On 8/10/23 my husband again sent an email requesting action on a return authorization and notifying them that we were disputing the charge of $137.78 with ********* in an attempt to get their attention. To date we have not received Rockports authorization to return the sneakers.On Sept. 8th, 2023 Rockport responded to ********* that they had proof that the product was shipped, delivered and never returned and Citi reestablished their payment. Rockports reply to ********* never addressed the actual reason for the dispute of request to return the sneakers.Rockport advertises a simple return procedure and sets up the customer to believe returns are easy. I am not the only purchaser that has had this negative experience. See Googles reviews and other posted BBB complaints.

    Customer Answer

    Date: 10/14/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:09/28/2023

    Type:Delivery 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.
    Date of Transaction 4/24/2023 I purchased a pair of shoes online. The offer included a free return policy if the size was incorrect. In order to execute the return, the order number was required on the online return/exchange form.Through no fault of the seller, I misplaced the order number. I have attempted to reach the seller multiple times both online and by phone. None of my messages have been returned. Al I want to do is exchange the produce for the correct size as promised in their offer..Please help.

    Business Response

    Date: 09/29/2023

    Hello,

    We are so sorry for the delay in response. We have reached out to the customer via email to assist with their order.

  • Initial Complaint

    Date:09/12/2023

    Type:Delivery 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 order 2 pairs of shoes ****** , i dont got no order number, or thank we receive your order 9/10 , have not send no kind of information , call them they want answer the phone thats really bad- Rockport shoe com

    Business Response

    Date: 09/25/2023

    Hello,

    We are so sorry for the delay in response.  The customer has been provided their *** tracking number, 1Z9Y16E10229352714, and their order was delivered by *** on 9/13. We have also offered to help the customer with a return if they need assistance.

    If we can be of any further assistance please let us know and we will be happy to help.

  • Initial Complaint

    Date:09/08/2023

    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.
    On August 24 I bought a pair of shoes from Rockport online. I paid $90 for them and they dont fit. I followed the instructions on the packing slip for returns only to receive in message stating that I did not qualify for a return. When I purchased the shoes, there was nothing to indicate that I could not return them. Further, I dont understand how you can sell shoes online and not accept returns - how would it be possible to know if theyre a good fit until you try them on? I emailed them three days ago and I have not received a response. Their phone number no longer excepts phone calls and instead points you to their website where you can email them. But they dont respond to email, so I have no recourse here. Please help.

    Customer Answer

    Date: 09/19/2023

    I have not heard from the business in response to my complaint.

    Business Response

    Date: 09/20/2023

    Hello,

    We are so sorry for the delay in response.  The customer has been completely refunded for their order.

    If we can be of any further assistance please let us know and we will be happy to help.

    Customer Answer

    Date: 09/21/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

The Rockport Group is NOT a BBB Accredited Business.

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