Wholesale Shoes
The Rockport GroupThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 58 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/08/2023
Type:Product IssuesStatus: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 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,
*******************Initial Complaint
Date:08/21/2023
Type:Product IssuesStatus: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 made an order (RP1028237) on 8/1/2023. I buy most of my shoes from CobbHill/Rockport. The shoes (3 pairs) were bought on sale, BUT there was NO indication that these were final sale. They arrived on 8/10 and I have been trying to return them since. Other shoes were CLEARLY Marked as final sale. These were NOT clearly marked. They are all much larger than my normal order size from this company. I have been seeking a refund or exchange for the last two weeks. I have been going back and forth through email as the company number no longer accepts calls! The email representative referred me to a policy that was not clearly displayed and said I couldnt do anything else. I asked for a supervisor contact and have not received one. I am extremely dissatisfied with this transaction.Business Response
Date: 08/21/2023
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: 08/21/2023
[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,
*************************Initial Complaint
Date:08/16/2023
Type:Delivery IssuesStatus: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 the sandal about 3 months ago, and one of the straps was detached from the sandal, which is unwearable. I complained through the website and called the number they provided on the website which is nobody answered.Business Response
Date: 08/17/2023
Hello,
We are so sorry for the delay in response. We have issued a defective replacement order for the customer and they will receive a shipping notification email once their order enters the *** system.If we can be of any further assistance please let us know and we will be happy to help.
Customer Answer
Date: 08/17/2023
[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:08/15/2023
Type:Product IssuesStatus: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.
Purchased over $300 in shoes from their website and they wont issue a refund stating now that they are final sale and at the time of purchase they were not. I can not get a return email or when you call the customer service # it states to contact them via email. I have contacted my bank and they are looking into also now.Business Response
Date: 08/18/2023
Hello,
We are so sorry for the delay in response. The customer has submitted a chargeback on this order and we are systematically unable to issue a refund. The only way we can refund the customer immediately is if they are able to have their bank drop the chargeback.
If we can be of any further assistance please let us know and we will be happy to help.Customer Answer
Date: 09/05/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I am replying back to this issue. I am still waiting to hear from the bank. If they are going to hold up crediting our account for this purchase. ******** finally contacted me and stated I had to drop the charge back from my bank to get a refund and I contacted the bank and the bank told me to let them Citizens continue the process so thats where we stand.
Business Response
Date: 09/08/2023
Hello,
Since a chargeback has been issued and processed on this order on 08/12/2023, our system was unable to process the refund attempted on 09/08/2023 and we are no longer able to assist. We systematically cannot issue a refund on this order.Customer Answer
Date: 09/11/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
Date:08/04/2023
Type:Product IssuesStatus: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 ordered 2 pairs of shoes from Rockport using the "2 for $69" on July 16, 2023, order #RP1019312,. the shoes came to $34.50 each with free shipping. They said final sale but the Womens Ridge Woven Slide in 9M is not adjustable and is too big and I cannot wear them, they slide off my foot! I have been contacting customer care and writing emails because they said there is no one available to talk to. The automated email response is a link to return but when I put my order number in it comes up not available for return or exchange! Rockport has never been like this in the past! I don't want to exceed the 30 days for returns but I can't get anywhere with this company now! I can't even get an address to return them! I received free shipping and they are charging $5 to return, but I can't even do that. It is now August 4 and I don't want to pass the return date! Please help me!!Business Response
Date: 08/07/2023
Hello,
We are so sorry for the delay in response. We have adjusted our return portal and sent the customer a prepaid return label and packing slip. We have also waived the $5.00 return fee. Once we receive the item back the customer will be credited for their return.We apologize for any inconvenience and if we can be of any further assistance, please let us know.
Initial Complaint
Date:08/04/2023
Type:Product IssuesStatus: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 have ordered Rockport mens rock cove walking sneaker from the Rockport store on Amazon on 2/25/23 and as of last month the shoe is not wearable anymore as the treads have separated from the sole. As it is outside of the return date for Amazon, I have sent a complaint to Rockport, but they have failed to respond. I would like a replacement.Business Response
Date: 08/21/2023
Hello,
We are so sorry for the delay in response. We have issued a defective replacement order for the customer and they will receive a shipping notification email once their order enters the *** system.If we can be of any further assistance please let us know and we will be happy to help.
Initial Complaint
Date:08/02/2023
Type:Product IssuesStatus: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 have problems on two orders:RP974234 and RP1003968 One is because my shoe became unstitched after one wear. The second got sent back and I do not know why. I have tried numerous times to resolve both issues.Business Response
Date: 08/07/2023
Hello,
We are so sorry for the delay in response. The customer has been completely refunded for their order that was returned to sender. We have also issued a defective replacement order for the customer and they will receive a shipping notification email once their order enters the *** system.We apologize for any inconvenience and if we can be of any further assistance, please let us know.
Initial Complaint
Date:07/31/2023
Type:Delivery IssuesStatus: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 ordered a pair of shoes on Thursday, July 27th and paid for next day delivery. The order did not arrive until Monday, July 31th, at which point I had left the country and could not receive it. My apartment complex cannot hold the package until I return, and notified me that it will be mailed back to the sender. If it had been sent the next day after placing the order, as I paid for, I would have received it before I left.Rockport has made no apology for the lateness or offered a refund for the express shipping I paid for. This order will now have to be resent by them to a new address for me to receive it, since it will be returned to them this week.I submitted multiple inquiries about this, tried to call them, and submitted a complaint, but they have not responded or contacted me back. This is incredibly bad service on their part, and I expect some settlement for the shoes that I am now unable to receive.Business Response
Date: 08/07/2023
Hello,
We are so sorry for the delay in response. The customer has been completely refunded for their order, as we are unable to ship internationally.We apologize for any inconvenience and if we can be of any further assistance, please let us know.
Initial Complaint
Date:07/25/2023
Type:Sales and Advertising IssuesStatus: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 on order on June 26th, 2023, when Rockport was doing their warehouse sale. It was 2 shoes for $69. The promo said final sale, but if defects were present I had to contact Rockport via email. I never had a problem with Rockport in the past so I went through with the transaction ( the order number is RP1006240). I received the shoes a week later, and I noticed a deep tear in the leather on my Womens *********************** Bootie. I immediately sent out a email to customer care on July 6th ( request number ******) detailing the problem and including pictures, but I have yet to receive a response. I understand the final sale policy, however, the shoes came to me damaged, and I shouldn't be at fault for someone else's mistake. It's a shame. I've been a loyal customer of ********************** for years and I thought they would make this right, but I guess not.Business Response
Date: 07/26/2023
Hello,
Please accept our apologies for the damaged item received on order #RP1006240. We have refunded $37.18 back to the original form of payment on the order to credit the customer for the item.
If we can be of any further assistance, please let us know and we will be happy to assist.
Initial Complaint
Date:07/25/2023
Type:Product IssuesStatus: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 3 pairs of shoes (RP979479) on 5/30/2023 and I do not remember the delivery date. 2 of the shoes were on sale and 1 was Final sale. After the shoes arrived, one of the sale shoes did not fit. I tried to initiate a return for that shoe, but when I went online, it says that all shoes in my order do not qualify for a return, even though only 1 of them was a final sale. I contacted customer care on 6/13/2023 explaining the situation, well within the 30 day return policy, and got an auto response for my request (******), saying my request would be reviewed. I got no response and replied back to the email on 7/11/2023. It is now 7/25/2023 and they still have not responded. It has almost been 2 months without a reply. Also, their customer service phone number does not work, it just redirects you to their website to fill out a form.Business Response
Date: 07/25/2023
Hello,
Thank you for your patience and we apologize for the delay in response.
We have adjusted our return portal and sent the customer instructions and a link to the return website so they will now be able to process their return. Once we receive the item back the customer will be credited for their return.
We apologize for any inconvenience and if we can be of any further assistance, please let us know.
Customer Answer
Date: 07/26/2023
[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 have received the instructions and managed to process my return. The package is on its way with an acknowledgement from Rockport. We will see when they process my refund. If I am not credited back my money, there will be an additional complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thanks.
Regards,
*********************
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