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:12/04/2022

  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 bought leather boots. They are made - front half of leather, back side from manmade material. I realised that at home. I could not return them, because I did not have a box which I never got..

  Business Response

  Date: 01/09/2023

  This is a international consumer. Unfortunately, we are unable to assist. They would've placed this order with a different merchant. 

• Initial Complaint

  Date:10/06/2022

  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 received a package with 2 of the 3 pairs of shoes I ordered. The packing slip indicated that there should have been all 3 pairs, but the box wasnt big enough for more than 2. The order on the website, rockport.com, indicates all has been delivered. I didnt receive the Men's Zaden Plain Toe ***************************** / 9.5 / M. I would like a refund for the product I did not receive. I attempted to contact Rockport via their website's web form on August 10th, I used the email address in the autoreply from the web form submission 2 weeks later, I have called the 800 number on the website numerous times waiting 30 to 60+ minutes with no answer. Today, October 6th, the phone message states the only way to reach them now is the websites form so I tried the webform for a 3rd time...Order RP589106 *** tracking number: 1Z9Y16E10324772778 Thank you for your assistance.

  Business Response

  Date: 10/07/2022

  Hello, 

   

  We are very understaffed which caused a extreme delay in responding to inquiries. We have refunded the customers item that wasn't in the shipment and provided a 30% promotional code the customer can use towards a future purchase. 

  Customer Answer

  Date: 10/11/2022

  [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:09/25/2022

  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 a pair of boots from Rockport on 6/21/22 (order #RP538935) from their website for $140 that were promptly returned on 6/30/22 as they did not fit. I have tried contacting the business via telephone various times but the option to select for returns (or any other options to connect w/someone) loops around and does not work. I sent an email on 9/8/22 inquiring about the refund and received two response generic emails but still no refund of $140 to my credit card. I sent another email on 9/14/22 to inquire about the credit to my account and have not received a response.

  Business Response

  Date: 09/26/2022

  Hello,

   

  We have received the customer's ticket in our messaging system on 9/14 asking for the status of her refund. She was refunded on 7/9/2022. 

  I have provided the customer the Authorization Key and the Acquirer Reference Number for her bank to locate the credit. 

  Customer Answer

  Date: 09/28/2022

  
  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:08/29/2022

  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 ordered shoes on August 8 and when I received the order confirmation email that day I realized the discount hadn't been applied. I immediately emailed customer service and asked them to apply the EXTRA40 discount code which would have resulted in a credit of $25.35. I got an automated response and have not heard anything since. I emailed twice more, but still no reply and it has now been 15 business days since my first request. When I call, I get put on hold and then disconnected.

  Business Response

  Date: 09/07/2022

  A credit was issued to the customer.  Thank you

  Customer Answer

  Date: 09/07/2022

  [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:08/07/2022

  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.

  Was notified on Friday August 5, ********************************************** the amount of $134.38 was confirmed. I was only looking at shoes on the rockport.com website, but had not authorized such a purchase. After requesting via email that the order be cancelled, and subsequently being refused the cancellation just 3 minutes after the order confirmation notification, I then had to report my debit card as lost/stolen, block it and order a new one with the banking institution that I use. I am now requesting that this so-called order be cancelled and the charges be removed or refunded immediately. I am a disabled senior citizen and live on a low fixed income and do not appreciate being made to feel that I am being taken advantage of somehow. Thank you

  Business Response

  Date: 09/10/2022

  Hello, our apologies on the late reply. Our Customer Experience team has been understaffed which has created long lead times to reply to tickets and complaints. 

  In terms of this specific complaint, we learned the customer did in fact order this product, but refused the shipment upon delivery since a discount had not been applied to his order.

  He complained about the fact that he could not cancel the order after he placed it, likely because he forgot to apply the promo. Our goal is to get orders to the warehouse immediately so orders can ship as fast as possible to customers, however, this can prevent us from being able to systemically cancel any order for customers.

  Instead of refusing delivery he should have returned the product online per our policy for a full refund and we would have been happy to place a replacement order over the phone including the missed discount. We'd be happy to issue a refund, however, the customer has already submitted a chargeback to the bank.

  Please let us know if there is any additional information you need to determine this outcome.

   

  Best regards,

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

  Head of E-Commerce Product + Operations

  The Rockport Group

   

• Initial Complaint

  Date:06/15/2022

  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.

  Ordered shoes from rockport and the shipping address was wrong. Tried to call rockport only to find out that they werent accepting calls, was told to send an email. Did that and explained problem. Was told that email was received and that it would be reviewed. Almost 2weeks later sent another email and response was that the shoes were shipped and delivered on June 9th. Of course that was the wrong address. So I asked for a refund. Was told that they cant change shipping address after order is placed.

  Business Response

  Date: 06/16/2022

  Hello ****,

   
  We apologize for the delay in response, we are a small team and are experiencing a much higher call and email volume.
   
  Once an order is placed, it immediately enters processing to be shipped, and thus we are unable to cancel or change orders. We indicate in our FAQs that we are unable to cancel or changes orders after they have been submitted:
  
  https://www.rockport.com/pages/frequently-asked-questions
   
  Order P03304919 was submitted to the shipping address that you had inputted in error and *** delivered to this address on 6/9.....this was in no way an error on our part.

   

  Luckily the people at that address refused the package and it's on the way back to us according to tracking 1Z9Y16E10324113293.....once we have received the package you will be refunded for the purchase.

   

  Thanks

  *******

  Customer Answer

  Date: 06/16/2022

  [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,
  
  *********************