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:07/21/2023

  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.

  After receiving these shoes it was decided that that didn't fit properly and want to return them. An email was sent to the company as directed on packing slip on July 5th.********** <******************>To:*************************************** Wed, Jul 5 at 11:14 AM I want to return the items on this order but its telling me I cannot. I have another order Im waiting for as I did not like the fit of these two items so I need to return these please.Can you offer any help?Thanks **** The response from them below.Consumer Care <***************************************>To:******************* Wed, Jul 5 at 11:14 AM Hello ****!Thank you for contacting Rockport!Please read the following and reply if your inquiry has not been resolved:Please excuse our quick automated response: According to the contents of your email, it looks like you had emailed regarding Returns and Exchanges.Return:For all returns requested (no limit on items returned per request) on orders placed after August 23 2022 1:00PM EST, a $5.00 will be deducted from the total refund. You may return any products purchased from Rockport.com for a refund of the merchandise provided:(1) They are received back at our ****************** within 30 days. These 30 days commence the day after your order is delivered as established by *** order tracking.(2) They have not been damaged, washed, altered, or worn outside.Note: All "FINAL SALE" items are not eligible for returns, exchanges, or further price markdowns.Wed, Jul 5 at 11:14 AM Hello ****!Thank you for contacting Rockport!Your request (******) has been received and will be reviewed by our support staff.Due to a high volume of incoming inquires, please expect that the response time may be delayed. Our team is diligently working to make sure we can assist you with your inquiry as soon as possible.

  Business Response

  Date: 07/21/2023

  Hello,

  We apologize for the delay in response and any confusion.  The items were noted as 'Final Sale' on our website when purchased but that *** not have been clear on the paperwork the customer received with their order.

  We have adjusted our return portal for the customer and they should now be able to process a return and send their items back.  They have been sent return instructions and a link to the return portal as well.

  If we can be of any further assistance, please let us know.

   

  Customer Answer

  Date: 07/30/2023

  [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:07/20/2023

  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.

  I ordered two (2) pairs of shoes from this company (online) in different colors. Once I placed the order, I got a confirmation stating that I had ordered the same shoe in the SAME color despite the fact that I clicked on "beige" and "black." I immediately sent an email to customer service to make sure they received the correct order. I tried to NO LESS than 10 times to email and/or call this company ---- no response. I received the shoes in the same color. I again tried to contact by email as well as phone. A few weeks later, I received an email from customer service stating that "all sales are final." This has got to be the poorest customer service I have ever encountered. I wasn't even asking for a refund --- simply an exchange in a different color.

  Business Response

  Date: 07/21/2023

  Hello,

  We are sorry for any confusion regarding the return request.  The items were noted as 'Final Sale' at the time of purchase on our website but we will certainly make an exception and take one of the duplicate items back.

  We have sent the customer a pre-paid label and packing slip so the item can be returned and they will be credited in full.  Unfortunately our returns system is limited and we can only do exchanges for the same item in a different size but if the customer would still like to order the other color in the same model they will be able to do that on our website.

  Thank you for your patience and we apologize for the inconvenience.

   

  Customer Answer

  Date: 07/22/2023

  [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:07/20/2023

  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.

  i have ordered shoes from Rockport about 6 months ago as of 2 weeks ago the shoe is not wearable anymore, i have sent a complaint to Rockport but they keep on ignoring

  Business Response

  Date: 07/20/2023

  Hello,

  Thank you for your patience and we apologize for the delay in response to the customer's inquiry.

  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.

   

   

   

  Customer Answer

  Date: 07/28/2023

  [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:07/19/2023

  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.

  On 20 June 2023, I made an online purchase of two pairs of shoes under order number RP1001815. I was not completely satisfied with my purchase, so I attempted to initiate an online return on 28 June. The returns website listed the items as ineligible for return even though the items were not marked as a final sale items when I purchased them. I sent an email to Rockport ************* but have not received a reply after waiting for three weeks. I am requesting that the returns website be fixed to allow me to initiate a return of these items and a refund be issued to me.

  Business Response

  Date: 07/20/2023

  Hello,

   

  Thank you for your patience in our response time.  

  The items on the customer's order were noted on our website as 'Final Sale' at the time of purchase which is why they were initially excluded from processing on our return portal.

  We have adjusted our system and allowed an exception and the customer should now be able to process a return.  We have sent the customer this information along with a link to our return portal and instructions.

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

   

   

  Customer Answer

  Date: 07/20/2023

  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:07/16/2023

  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 purchased 2 pairs of shoes under order number RP1006176. I received them on July 3, 2023. One of the pairs (Ridgeview Oxford Brown) was not the size that I ordered. I paid $40 for this pair. I ordered size 12M, but the shoes I received were size 11.5M. The shoes were mislabeled as the box said 12M but the shoes inside said 11.5M and they are way too small for me. I followed the instructions on the Packing Slip to get a return label to return them, but the online Rockport return system said that the shoes are not eligible for return. At the time of purchase, I was not aware that they were ineligible for return. I am well within their time requirement and should be able to return them because they are not the size that I ordered. I called the phone number given on the Packing Slip for ************* but the automated message said they only communicate by email. I have emailed them twice and have received automated emails back indicating that my request has been received and is currently being reviewed by their support staff and directing me to their FAQ pages. Their FAQs did not address this issue. I am not waiting until my 30-day return period expires because I dont want them to use that as an excuse to deny my request. I am requesting a return label so I can send the incorrect shoes back for a refund or to at least get the size that I ordered, which I still think would be too small for me. I would prefer a refund because I do not like the shoes.

  Business Response

  Date: 07/17/2023

  Hello,

  Thank you for your patience.  The customer was shipped new expedited order #********* with the correct size ordered on their order #RP1006176.  They were also provided with a pre-paid return label to return the incorrect product at their convenience.

  We apologize for the inconvenience this inevitably caused and if we can be of any further assistance, please let us know and we will be happy to help.

   

   

• Initial Complaint

  Date:07/13/2023

  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 purchased 2 pair of shoes from Rockport on 5/22/23, order #RP971759, for $171.86.They were delivered on May 31st.The shoes did not fit and I tried to request a return on June 15th - within the return window stated on the documents included in shipment, which states 30 days after the products are delivered.The returns website showed my purchase as being ineligible for return, although there was no such indication at time of purchase.I tried calling customer service for assistance, but it's just an automated message saying to send an email.So I sent an email and got an automated message saying they received my message and would get back to me as soon as possible.I have still not received any response here on July 13th.

  Business Response

  Date: 07/14/2023

  Hello,

   

  The items the customer purchased were listed as 'Final Sale' on the website at the time of purchase but not on any of the paperwork received with the order.

  We have adjusted the return portal and the customer will now be able to process a return or exchange and we have sent instructions and a link to our return portal for the customer.

  We apologize for any inconvenience and frustration this may have caused.

• Initial Complaint

  Date:07/12/2023

  Type:Delivery 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 for a pair of shoes on 6/16/23 (Order #RP997177) and the pair of shoes I received were defective. The inside sole of the shoe had not been properly glued/attached that it created a hard/sharp bump that can't be flattened. It's like there's ***************** object lodged underneath it so that you can't put your foot fully inside it. Also, these were supposed to be brand new leather shoes, but a part of the shoe had the leather scratched/peeled off - it's wasn't part of the natural leather material but rather like it had been scratched and nobody did a quality control check. I tried calling the customer service number but the automated message said that they are no longer taking customer service calls so you have to send an email. I sent the first email on 6/16/23 and received an automated reply saying that I should reply to the automated email in order for a customer service rep to respond to my query. I followed those instructions and replied to them but never heard back. I have sent three other email follow-*** but never received a single reply back. THIS COMPANY IS SHIPPING OUT DEFECTIVE SHOES AND IS NOT ALLOWING YOU TO SPEAK TO A REPRESENTATIVE OVER THE ****** AND THEY DO NOT REPLY TO ANY EMAIL MESSAGES. I am filling a complaint through the BBB and the next step will be to file a dispute charge through my credit card company to receive a full refund.

  Business Response

  Date: 07/13/2023

  Hello,

  We apologize for the delay in response to the customer's inquiry.

  We have refunded $39.50 back to the customer's original form of payment on their order to credit them for the defective item and this credit should be processed within 7/10 business days, depending on their financial institution.

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

   

• Initial Complaint

  Date:07/12/2023

  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 4 pairs of shoes on 7/3 order # RP1011053 and at the time of purchase never did it say all sales are final. In fact it gives options on how to return. I received the shoes however need to return and when I went online to do a request for return but shows none are eligible for return which is completely different from when I made the purchase. I checked my order summary and there is no where on the order that states all sales final. I tried calling customer service but they are not taking calls and only option was via email. I have sent an email also but no has responded.

  Business Response

  Date: 07/13/2023

  Hello,

   

  The items purchased were noted on the website as 'Final Sale' at the time of purchase but there is no indication on the packing slip or paperwork included in the delivery that indicates the items purchased were 'Final Sale'.  

  We have adjusted our Return portal and the customer should now be able to process a return or exchange for their items and they were sent instructions and a link to our return portal.
  

  We apologize for any inconvenience and confusion regarding the return process.

  Customer Answer

  Date: 07/14/2023

  [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:07/06/2023

  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 4 pairs of shoes under order number RP993110 and received them on 6/20/23.Two of the four pairs of shoes I received were not the correct size. I ordered size 7M for all 4 pairs, but the Women's Penfield Strappy Slip-On and the Women's ******* Moc-Loafers are clearly not size 7M and do not fit.I need to return them but was unable to receive a return label when the system notified me that the shoes are ineligible to return. However, the shoes were mislabeled and I should be able to return them. I called customer service but the automated message directed me to only communicate via email. I sent three emails requesting return label and only received the initial automated response that the shoes are ineligible to return. The issue was never addressed and it has now been over 2-1/2 weeks since I received the order. I am requesting a return label so I can send the incorrect shoes back for a refund.

  Business Response

  Date: 07/07/2023

  Hello;

   

  We apologize for the delay in response and have now adjusted our return portal so an exchange or return can be processed.  Instructions and a link to the portal have been provided to the customer and a free label will be provided once the customer decides if they would like to return or exchange the items.

  Customer Answer

  Date: 07/07/2023

  [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:07/03/2023

  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.

  On 01JUN2023, I purchased a pair of sandals (Order # RP980856) on the Rockport.com website and paid $90. The description on the website stated that the sandals were made of leather. At the time of purchase, I was aware that this item was not returnable. However, upon receiving the sandals, they were not made of leather but of all "man-made materials." I consider this difference to be false advertising, as I would not have purchased the sandals for $90 if I understood they were made of synthetic material. I tried calling Rockport's ************* line *************) to set-up a return, but the recorded message said that all contact was to be made via e-mail to **************************************** I sent an e-mail and received an automatic response that all returns needed to be submitted through the Returns Portal on the website. I completed all of the requested information to return the sandals but the portal did not give me any information except to display that the item was not returnable. I sent an additional e-mail to *************************************** stating the problem, and no one from the company has responded or tried to contact me. It is now more than 30 days since the purchase, and it is impossible to get any representative from Rockport to address the problem. I am requesting BBB's assistance in this matter.

  Business Response

  Date: 07/05/2023

  Hello,

  We apologize for the delay in our response!

  The item the customer purchased was noted as 'Final Sale' on the website at the time of purchase which was not clear to the customer and this is why the item was excluded from the return portal.

  We have made an exception and created a return for the consumer and sent a pre-paid return label and packing slip so the item may be returned.  Once the item is received back to our distribution center, the return will be processed.

  Customer Answer

  Date: 07/05/2023

  [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 #********. However, I want it noted for the record that although the item was listed as "final sale" on the website, the description of the item (leather) was not accurate (man-made materials in actuality), which is why I requested to return the item.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ************