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:07/02/2023

  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'm outraged by the way I've been treated by Rockport. I've been a reliable client of Rockport for several years now.For the first time, I accidentally returned the wrong items to Rockport and that has become a true nightmare for me. I bought shoes online from different shoemakers, more precisely from Bornshoe.com and Rockport.com. More than a month ago I had to return some orders to Rockport.com and also to Bornshoe.com because the shoes I bought didn't fit. Unfortunately, my returns orders were mixed up and as a result, Rockport's orders were returned to Bornshoe.com, and Bornshoe.coms orders were returned to Rockport. It was a simple mistake. When I reached out to Bornshoe.com and explained the issues they sent back to me the shoes that were supposed to be sent to Rockport.com and they told me to return the right item to them and theyll process it. When it came to Rockport, that was when my true nightmare started. I have reached out to them more than I can count, but no one bothered to respond to any of my multiple inquiries. I thought it was a joke.I would have never associated this type of abysmal, unprofessional customer service with **********************, but I guess I was wrong. The thing that bothered me was the fact that I had retrieved their shoes from Bornshoes.com and returned to them, but Rockport is still hanging on the shoes that were supposed to be returned to Bornshoes.com. This action looks very much like theft to **** want the world to see Rockport's behavior and decide for themselves whether it is worth doing business with them or not.I have attached the proof to show the shoes were delivered to them and the person who received them was *****

  Business Response

  Date: 07/03/2023

  Hello,

  We reached out to our distribution center and requested they do a thorough investigation to locate the customer's package with the ************************** returned items.

  They were able to locate the package and are shipping the package back to the consumer per their request under tracking #1ZV45A240365250015.

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

   

   

  Customer Answer

  Date: 07/04/2023

  
  Better Business Bureau:

  I wish it didn't have to file a complaint for rockport to treat me with respect and some dignity.
  
  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:06/29/2023

  Type:Service or Repair 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 the shoes on May 19th and received it on May 27th. I ordered the size 10 but received different sizes of left and right shoe in a package. I attempted to contact the customer service for exchange multiple times by email, phone call, and a customer request form on their website. However, they never replied to my emails and their customer service never received a phone call.Attached are the images showing the evidence of wrong sizes.

  Business Response

  Date: 06/29/2023

  Hello,

  The customer has been completely refunded for the mismatched pair they received.  Unfortunately the pair could not be replaced since the style/size is sold out.

• Initial Complaint

  Date:06/26/2023

  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.

  Purchased shoes online 6/12/2013 via order RP992916; ad did not state all sales are final and/or returns not accepted.. Was unhappy with the product (thought they were slip-ons). Started returns authorization and received note "Item does not meet conditions for return". Sent numerous requests (email and the Contact Rockport drop-down menu) to Rockport beginning 6-17-2023 and have yet to receive a response and/or acknowledgement.

  Business Response

  Date: 06/27/2023

  Hello,

  The items the customer purchased were noted as 'Final Sale' on the website at the time of purchase and were originally excluded from the return portal.

  We have made an exception and adjusted the system and the customer will be able to process a return.  The customer has been notified and sent the return instructions as well as a link to the return site where they can get a pre-paid label and send back their unwanted items.

  If any further issues arise they can reach out to the Consumer Experience team.

   

  Customer Answer

  Date: 06/27/2023

  [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:06/24/2023

  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.

  Hello,I have a store credit with Rockport shoes which is the form of a gift card. In order to use the balance towards another pair of shoes, I must speak to someone from their customer care team. Currently, ********************** does not answer or return calls to their number listed for customer care, **************, nor do they respond to email inquiries to resolve complaints. I just received an auto reply that they received the email I sent on 6/20/23 Request # ******. This is very frustrating for customers and really very arrogant of this company members to behave in this fashion. I would appreciate your assistance in resolving this matter. Thank you in advance for your efforts.

  Business Response

  Date: 06/26/2023

  Hello,

  Thank you for your inquiry.  The Customer Experience team will reach out to the customer directly to help resolve the outstanding gift card balance.  The consumer can also just go on Rockport.com and apply the gift card code in the promo box at checkout to apply the balance on any purchase.

   

  Customer Answer

  Date: 06/26/2023

  [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 understand that by choosing to accept the business response that my complaint will be closed as resolved.   However, I would accept a good faith effort on the business part to contact me. Their customer service number does not answer calls nor did the customer representative provide a direct contact number to contact him.  Therefore, Rockport really should provide a good contact number for their customers.  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/22/2023

  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.

  Under order RP984094 I ordered two pairs of shoes. Item CI9738-105-M came as expected, but item CI9740-105-M came as the navy version instead of the grey ordered (in a box labeled grey). I reached out immediately about the wrong product being sent by customer support email. With no reply in two weeks, I called customer support which gave an automated message to send an email. I then submitted the online form as I had had no reply. I still have not received any reply and am almost at the end of the 30-day return period. I cannot process this on the online form for returns/exchanges either.

  Business Response

  Date: 06/23/2023

  The customer has been sent a return label to return the product received and has been issued a full credit back to their original form of payment.

  Customer Answer

  Date: 06/24/2023

  [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:06/20/2023

  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 5/18/23, I ordered 2 pairs of shoes, order RP966918. The shoes did not state they were final sale so the shoes should be returnable. I would like to return one pair for a refund but when I went to their website, I could not start a return because it said the shoes could not be returned. I emailed customer service on 6/2/23 and received email that my request would be reviewed. I did not get a response so I emailed again 6/15/23. I am asking for full refund of the white leather sneaker.*************************

  Business Response

  Date: 06/21/2023

  The items were marked as Final Sale on the website when purchased and in turn excluded from the return process.

  We have made an exception and adjusted our return portal and created a return for the customer.  Once the item is returned and processed the customer will receive a credit to their original form of payment.  

   

  The return information and pre-paid label has been sent to the customer with return instructions.

  Customer Answer

  Date: 06/22/2023

  [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 #********. The items were not marked final sale when i purchased them online.  They were marked final sale on the website the next day. Since the business is refunding my return  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/19/2023

  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 shoe online from rockport and the shoe size is not fitting me and reached out to customer service. They said return through website. But the website didnt allow me to submit exchange request. So reached out to customer service again but now they are not responding.Here is my order number: RP972254 Also attached the screenshot of customer service communication.Please help me to resolve this issue.Thank you Regards *******

  Business Response

  Date: 06/20/2023

  Hello,

  The items this customer purchased were noted as Final Sale when purchased and were in turn excluded from the return process.

  We have made a one time exception and adjusted our return portal and the customer will now be able to process his return for order #RP972254.

   

• Initial Complaint

  Date:06/16/2023

  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 ordered four pair of shoes in two separate transactions of $85.52 and $85.54 on 05/13/2023 and 05/14/2023 respectively. These shoes were marked as a part of their warehouse sale at the time. I ordered my regular size of US8.5W for each pair.The shoes I received, however, were all different sizes and all too large. I took them to a shoe store to compare them to shoes that are correctly sized, and discovered the smallest size that the company sent me was a size 10. The largest of the sizes I received from Rockport was a size 11.The shoes they sent were marked 8.5W, but this is obviously incorrect. There seems to be no quality control or standard of measurement they use.I attempted through multiple emails and phone calls to resolve the situation, but to no avail, of course. No one at the company ever emailed me back or ever answered the phone. I left my phone on hold with them, over several days, and my hold time totaled 2+ hours, but no answers. I submitted reviews of my bad experience on their website, where two of them were moderated aka not posted.I am extremely upset, they took my money and now I am left with shoes that I can in no way wear. They are essentially trash to me. I still have the shoes, but desire to return them and to be refunded. In the photos Ive included them next to a white pair of New Balance shoes which measure correct for 8.5.

  Business Response

  Date: 06/28/2023

  Hi Mr *********,

  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: 07/10/2023

  Hello,

  The two orders the customer placed were excluded from our returns portal since they were noted as 'Final Sale' at the time of purchase. 

  We have adjusted our portal and the customer will now be able to process a return for both of their orders.  The customer was sent instructions for how to process their return(s) and a link to the portal. 

  Once the items are received back to our distribution center the return will be processed.

  We appreciate the customer's patience and apologize for any inconvenience.

   

  Customer Answer

  Date: 07/21/2023

  [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:06/07/2023

  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.

  This past month May 2023 I ordered a replacement set of mens shoes for work purposes. Shoes arrived and were not to the same size as past shoes. No issue I will just exchange for a slightly smaller width for same shoe. Go to FAQ and find it should be easy to complete online and then ship back these. Cool ! Nope it will not allow exchange, why, because they were on sale. Called for resolve . Nope ! Because they were on sale, purchaser should return and then rebuy at current cost which is approx **** dollars difference. Not a big price difference but principal says the company, which does not have a local store with item in stock, fails to make things easy for client. So for now just returning shoes and will support another business that clearly wants a clients business and to offer best pricing in hopes of additional purchases and referrals long term.

  Business Response

  Date: 06/08/2023

  Hello,

  The customer was sent a pre-paid return shipping label and all restocking fees were waived. The Rockport Consumer Experience Team was then able to assist and process a new order for the customer for a completely different style with customer's daughter over the phone.

   

  Customer Answer

  Date: 06/08/2023

  [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:05/26/2023

  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 placed order RP943634 back in late April, and the order was shipped 5/1/23. I ordered 3 pairs of shoes, all size **** of the pairs of shoes were exactly as expected. 1 pair of Pro ****** Limited Edition burgandy shoes were listed as size 14 but they are clearly at least 2 sizes larger than the other shoes. I don't know if they were mislabeled or back QC, but they are drastically larger than the others (the box was even bigger). I tried to contact support multiple times starting 5/3 and have received 0 response other than an automated message.I cannot process a return online b/c they say the shoes are ineligible for return due to being a sale item. I would understand this IF the shoes were not mislabeled and/or EXTREMELY mis-sized.At this point, all I'm looking for is to Rockport respond so we can return and refund the purchase. I will send the shoes back as soon s they provide me a label and am only looking for them to refund the purchase price of that pair of shoes.

  Business Response

  Date: 05/31/2023

  Hello,

   

  We completely agree that the shoe if mislabeled should be an exception to our 'Final Sale' return policy.  We have created a return for the shoe in question and have credited the customer back $67.86 to the original form of payment on their order to compensate them for the purchase.

  Customer Answer

  Date: 06/06/2023

  [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. 

  Rockport finally contacted me after submitting the BBB complaint and issued a refund in exchange for me returning the shoes, which I dropped off with their *** label on 6/3/2023.

  
  Regards,
  
  *************************