Complaints

This profile includes complaints for Rocky Brands Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rocky Brands Inc.

  39 E Canal St Nelsonville, OH 45764-1247

  
• 

  Rocky Brands Inc.

  37601 Rocky Boots Way Logan, OH 43138-9243

  

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:06/01/2025

  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.

  Dropped off order to be returned (#********) at US *********** on May 1, 2025 ***** tracking #**** 3946 5303 8727 6435 95). Return was delivered on May 6, 2025. Return refund of $181.62 has not been credited as of June 1, 2025.

  

  Business Response

  Date: 06/02/2025

  Hello *****, thank you for reaching out to us with your concern regarding your refund. I am truly sorry about the delay and any inconvenience this may have caused you. We have been working diligently to decrease the wait time of returns, as currently our warehouse is slightly delayed in the date they are processing. It looks like the warehouse likely processed your return on 5/28/25 as it was received on 5/9/25. The refund was then processed between 5/29/25 and 5/30/25. I have attached the invoice and the receipt from our credit system that reflect the refund of $181.62. This credit usually takes 7-10 business days from the time it was processed on our end. If you still haven't received it back within that time, please do not hesitate to reach back out. Again, I am truly sorry for any difficulties this has caused for you. We appreciate your patience.
  
  Thank you, ********* - Engagement & Response Specialist

  Customer Answer

  Date: 06/03/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:05/28/2025

  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 an order on 4/12/25 for a pair of Muck rain boots. When the order arrived, there was a defect and I initiated a return for the item. I reached out to customer service and let them know (via email) and included pictures as I did not want to be charged/held responsible when they were being returned in the condition they arrived. **************** received the email and initiated an exchange which I did not ask for, approve, or request. The first pair of boots was already in the mail on the way back to them. A second pair of boots was delivered to my residence. I reached out and had another return initiated under R810048 on 4/29/25 and sent the second pair of boots back. After waiting weeks, I still hadnt received my refund so I contacted the company. They advised that there was a backlog of returns but I can expect a full refund in 7-10 days. In checking my bank account I see that I finally did receive a refund but only for $7.50 which was the shipping fee I was charged. I still have not received my money back and both pairs of boots were returned to the company. Contacting customer service directly has gotten me no where and I just want my money back. I will never recommend this company as this has been an awful experience with me constantly needing to follow up with them regarding something that should absolutely be standard for any company.

  

  Business Response

  Date: 06/02/2025

  Hello ******, I am truly sorry for the experience you've had with initiating a return and receiving a refund. I appreciate you bringing this to our attention so that we can provide you with further details. After looking into your return and the case initiated by one of our customer service representatives, I see that the refund was processed in two parts. The first part of the refund was initiated on 4/29/25 in the amount of $59.99 and the second part was initiated on 5/22/25 in the amount of $7.50, which totals your original amount you paid $67.49. Typically, once the credits are processed in our system it takes 7-10 business days before this is fully processed back and can depend on your bank. I have attached the proof of receipts for both credits. If you did not see them back in your account, I would recommend contacting your bank to see if they are holding the credit for some reason. I would like to let you know that our returns process must await until the shoes are checked into the warehouse before a refund can be processed. Our warehouse is currently a couple of weeks behind the current date, and this could be a factor of the delayed refund. Please feel free to let us know if there is anything we can do to assist you.

  Thank you, ********* - Engagement & Response Specialist

  Customer Answer

  Date: 06/02/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:04/16/2025

  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 2/19/25 I ordered a pair of boots from ***********************:ORDER NUMBER: ******** ORDER DATE: Feb 19, 2025 Product Details: Women's Muckster II Mid Boot, size 9, black Total price: $80.03 Payment method: Klarna I chose to use the Klarna payment service in order to be billed in 4 payments, and the first payment of $20.00 was taken by Klarna on 2/21/25.On Sat, 2/22/25 a shipment arrived from Rocky Brands and it was very obviously not the correct boots (they were mens size 12 boots). I never even opened the box. Instead I tried to call Rocky Brands on Monday, 2/24/25, but could not get through after waiting a 30 minutes. On 2/24/25 I emailed ******************************************* explaining the problem, and included a picture of the unopened box of mens boots. Days passed with no reply. On Thursday, 2/27/25 I called their customer service number again, this time waiting for close to an HOUR to finally get connected a human. I explained the issue, and "******" emailed me a return ***** shipping label. On 3/4/25 I mailed the package from my ***** store back to **************************** tracking # ********************** Records indicate that it was received by Rocky Brands in *****, ** on 3/14/25.Around 2 weeks passed and I never received a confirmation, or refund to Klarna.On 4/11/25 Klarna took another payment, $20.01 (pmt #2 out of 4)On 3/29/25 I replied to Kimmie's original email and asked for an update. On 3/31 ****** replied "your return was successfully delivered to our warehouse on [3/14] and is currently awaiting processing. , there has been a delay in our processing times. We anticipate it may take an additional week to complete the processing of your return."That was the last communication from Rocky Brands.On 4/14/24 - I emailed ****** saying it had been a MONTH since they received my ********** reply. No refund. And more Klarna payments will be deducted from my account soon.

  

  Business Response

  Date: 04/17/2025

  Hi ******,

  I sincerely apologize for the choppy responses that you have received in regard to your return. Thank you for sharing your experience with us, and I'm so sorry for any frustration you have had due to this situation. We are very dedicated to our customer service efforts, and I want you to know we value your time and business. Upon reviewing your case, due to the fact that the payment agreement was with Klarna and not Rocky Brands, you will need to rectify this issue with them. If we can do anything else to further assist you or explain the situation, I'd be happy to help. 

  Thank you, ********* - Engagement & Response Specialist

  Customer Answer

  Date: 04/25/2025

  [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 accept the business's response to resolve this complaint.  However, I would like to add that their response makes it sound as though they previously refunded the money to Klarna and that I needed to "take it up with them".   But I am certain that Rocky Brands did NOT refund my previous payments to Klarna until April 17, the day after I filed my BBB complaint.  Because on 11:47AM on April 17 I got an automated email from Klarna notifying me of a $40.01 refund from Muck Boot Co.  Basically, had I not went through the hassle of numerous emails and phone calls with Rocky Brands/************, and had I not eventually resorted to filing this complaint with the BBB, I probably would still be waiting for a refund and some kind of response from that company.

  Thank you BBB for helping me with this awful company!

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

• Initial Complaint

  Date:03/21/2025

  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 bought boots at a military base exchange and the boots were falling apart with the sole coming off. I had to reach out to the manufacturer for the warranty as it was only a year and I bought them in February of 2024. I initially reached out about these boots on December 16 to Rocky Brands after many calls to their phone number I was never able to reach anyone. I decided to send the email on December 16. No one got back to me until December 30 asking for additional pictures and info which I had sent pictures to them on December 16. I was on vacation at the time and got back with a response as soon as I got back. I sent the email back on January 7 with all the required information. I did not get a response back to my email until January 23 stating a return was finally initiated. It took over a month for the return to be started on their end and I sent the boots out as soon as I had the label. The boots were received on their end on February 3 and I was told there was a back log on February 25 and it would take another week. I followed up on March 8 as that was more than a week and I finally got a response yesterday March 17 saying they are on back order till April 10. I started this return over 3 months ago with now being told it will take about another month until they are in stock. It should not take 3-4 months to complete a return and with every time I reach out it takes over a week to get a response. There has been no updates along the way without me reaching out and there was no way to track the progress. I need these boots for work and have been relying on them for an upcoming trip. it should not have taken so long to let me know that the boots were out of stock or a way to resolve the issue.

  

  Business Response

  Date: 03/21/2025

  Hi ******,
  I want to sincerely apologize for the miscommunication regarding your return. Ive reviewed your account and can confirm that a replacement order has been placed. Your order number is F201426 for your reference.
  Unfortunately, due to the way the order was processed directly into our system, we currently dont have a method to send tracking information once the order ships. We are working on a solution to improve this, and I truly apologize for the inconvenience.
  The replacement order is currently on backorder until 4/8/2025. To make up for this, Id like to offer you a discount code for a free-of-charge order on our website at ****************************************************. The code is CS2KYY4N7KHJ, and it is case-sensitive, so please be sure to enter it exactly as it appears. After selecting your desired size, add it to your cart, enter the code, and click Apply to redeem it.
  Once again, I apologize for the trouble this has caused, and I greatly appreciate your patience. If you need any further assistance, please dont hesitate to reach out.
  

  Thank you,
  *******
  ************* Manager

  
  

  Customer Answer

  Date: 03/21/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/20/2025

  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 10/23 I purchased 4 pairs of boots from Muck (Rocky) totaling $326.10. Of the 4 pairs, I returned 3 pairs. Per Muck/Rocky, they had me return them in two different shipments. The returns SHOULD HAVE totaled $251.99 ($***** for one pair and $****** for the other two pair - see emails from Rocky/Muck confirming this). I received the refund for one pair in October ($*****). The second shipment (2 pairs of boots - refund totaling $******) I never received the refund I was told I'd receive. I attempted to contact Muck/Rocky by email and rec'd no response so I opened a dispute with my credit card company for $****** (the amount still owed). Either Citi or Muck/Rocky got confused, because they saw the dispute for $****** (refund not received for 2 of the 3 returned pairs) and saw that they'd already refunded $***** (refund received for 1 of the 3 returned pairs) and decided that they still only owed me $103.77. Rocky/Muck returned $103.77 to me in January. I ordered $326.10 for 4 pairs of boots.I returned $251.99 for 3 pairs of boots (***** shipment #1 for 1 pair; ****** shipment #2 for 2 pair)I received $****** in refunds from Muck (***** shipment #1 for 1 pair; $103.77 after credit card dispute)I'm still owed $***** by Muck ($251.99 total returned less $****** credits received)After Muck returned the partial amount Citi closed the dispute. I haven't been able to get anyone that speaks good English with Citi to resolve this and Muck/Rocky did not respond to my emails when this first happened so I'm filing a complaint with the BBB to get the $***** I'm still owed.

  

  Business Response

  Date: 03/21/2025

  Good afternoon, *****,
  I sincerely apologize for the delay in our response and understand the frustration youve experienced regarding the credit. Ive escalated the issue to our credit department, and a case has been created to process a credit of $74.11. Your case number is CAS-******-C2Y9F6, which Ive provided for your reference.  The credit will be issued back to your card, and once processed, it may take 7-10 business days, or up to one full billing cycle, to reflect on your statement.
  If you have any further questions or need assistance, please dont hesitate to reach out.
  Best regards,

  *******

  Customer Care Manager 

  
  

  Customer Answer

  Date: 03/24/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** **********

  Customer Answer

  Date: 05/16/2025

  I opened this complaint and the business responded immediately and stated they would provide a refund.  I accepted that as an agreeable solution.  They still have not sent the refund though.  I'm unable to access the complaint with the below info.
  
  -***** **********

  

  Business Response

  Date: 05/20/2025

  Hello *****, I am very sorry that you've experienced this frustration. Upon reviewing your case and reaching out to a representative in our credit department, we are unable to process a refund since a dispute has been filed with the credit card company. I have attached the note left on the case by the member of our credit department. If you have any questions, please let us know.
  

  Thank you, ********* - Engagement & Response Specialist

  Customer Answer

  Date: 05/20/2025

  
  
  Complaint: 23096073
  
  I am rejecting this response because: 
  

  1st: When I initially opened this complaint, you offered the resolution of providing the credit I was due. I accepte, you did not follow through.

  2nd: Yes, I opened a claim with my cc regarding the due refund. Your company issued a partial refund through the cc claim. I contacted the cc company & provided additional documentation showing credit was still owed.   After numerous phone calls to the cc company & promises that they saw the error & would take care of it, I still haven't received the credit.  The last time I called, I was on the phone for over 30 minutes trying to get back to someone that I could understand, and that knew what was going on with it. I refuse to spend that much time on the phone with them, when they are not the ones that owe me the money and your company is.

  3rd and most important issue... The fact remains that you still owe me for returned boots.  If that was not the case, you could provide evidence showing where I received the full refunds. But you can not provide that documentation, because that was not done.  I however, have provided documentation of emails from your company stating what refunds I would receive and tracking for items returned.  I have also provided documentation showing what refunds were received. The refunds that have been received are not everything that is due to me, or that your company stated I would be receiving.  If you feel that you have provided all refund credits that are due to me, then please provide the documentation showing where all credits were provided to me.  The credits that you provided do not match the merchandise that was returned to you, or the emails that your company sent me stating what would be refunded to me. 

  Summary: I have provided documentation of tracking showing what items were returned, of emails from your company stating what returns were received and what credits would be provided to my card. And I've provided documentation listing the credits received, and shown how the credit received do not equal the credits that are due.  Your company has failed to show that they have refunded me the amounts shown in the two emails where you had received my returns and telling me that my credits were being processed.  Your math isn't mathing.  Look at the two emails your company sent saying what would be refunded to my card. Look at the credits you provided to my card. They do not match.  

   

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

  

  Business Response

  Date: 05/22/2025

  Hello *****,

  I want to apologize for the inconvenience this has been to you. We truly value customer satisfaction, and I am so sorry for this experience you've had. We have come to the conclusion that we will issue you a check refund via mail to resolve this for you as we can no longer refund the credit onto your card. I've once again escalated this issue to our credit department, and they will be creating a check refund of $74.11. Your case number is CAS-363574-Y3H4M7 for your reference. The check will be mailed to you at the address you provided the BBB, *********************************. Please note it does take up to three weeks for check refunds. I am truly sorry for any miscommunication on our end that resulted in this frustration. We are continuously working to improve the customer experience and how our internal support systems and processes assist our customers. If you have any other questions, please do not hesitate to reach out to me directly. Your experience and feedback are things we will take into consideration as we work to improve our service moving forward. 

  Thank you, ********* - Engagement & Response Specialist

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

  Customer Answer

  Date: 05/24/2025

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

   

  I would like to say thank you to them for looking over the documentation once again so they could see where the error was. I do love muck boots, and I believe their quality cannot be matched.  I'm thankful that they have finally taking the time to look this over thoroughly, as I was not looking forward to having to find a new boot company for my hunting needs. 

   

  Also, thank you to the BBB for offering this service and means for resolutions to make customers whole.
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:03/04/2025

  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.

  Style APMS900 Size 7 Mens Apex Pro. 10/24/24 ordered through *** Sale. I have contacted Rocky Brands on several occasions. Today, waiting for customer service for over an hour. I was told I would be getting a return slip via email. It has not been sent. I am more than mad. Hard earned money was spent. The footbed/toe box are coming apart. I want a refund and they can have their boots. Period.

  

  Business Response

  Date: 03/05/2025

  ****, I am so sorry for the inconvenience. I just emailed you the two return labels for the RA's that you have set up. They are return # R775029 and return # R773636. If for some reason you don't get them let me know and I can mail them to you? 

  Thank you, *******- Customer Care Manager 

• Initial Complaint

  Date:03/02/2025

  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.

  2 orders were placed with Muck Boots company on Dec 11th. I reached out to them shortly after the holidays via phone to return. I waited on hour long holds during listed business hours multiple days with no answer. I figured they were closed or busy right after the holidays so I was patient and then started calling after the new year. I also sent emails and chats because no one answers the phone. No response. Their website lists free easy returns but since I was returning more than one item, the online return service said I must contact customer service. I was finally able to connect with them via phone and they issued *** numbers and labels for the orders to be returned. However, the boots being returned are large and the number of boots in one box could not fit. After call for days and waiting on hold again, I finally talked to someone who said to put the boots in the boxes, not in their original shoe box so they boots themselves would fit. Finally, I was able to ship these boots back to the company with the *** numbers and labels they sent. Now, the boots have been in their possession for over 3 weeks. I have not received an email confirming the receipt, and I have tried emailing and calling to no end again. I would like a refund, the boots are no longer in my possession, my credit card is accruing interest on this order, and my time and hours invested in a process that should be easy is absurd.

  

  Business Response

  Date: 03/03/2025

  Hello, I am so sorry for all the issues you have encountered with your return. I have set up a credit with our credit department and for your records those case #'s is CAS-******-V7X7Q0 and CAS-******-J5W3B1. We will issue the credit back to your card.Typically, after the credit is cleared it can take 7-10 business days, up to one full billing cycle to show on your statement. If you have any questions,please let us know.

  Thank you, *******- Customer Care Manager

  Customer Answer

  Date: 03/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23009558
  
  I am rejecting this response because: The two case number listed only account for part of the return, $66.12 for CAS 345459-J5W3B1 and $152.60 for CAS 345457-V7X7Q0.  These two were credited, thank you but my original purchase total was $629.93 for all 13 boots.  I returned 10 totaling $477.25.  I am still waiting for $259.53 in credit.  Once I receive that I will happily close this case.  I have attached additional photos of the boxes before they shipped about a month ago as well as the tracking information.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 03/06/2025

  Hello, I am so sorry after reviewing your cases I have created a new one for the remaining balance. For your records that new case # is CAS-346401-G6N9D7 We will issue the credit back to your card.Typically, after the credit is cleared it can take 7-10 business days, up to one full billing cycle to show on your statement. If you have any questions,please let me know.

   

  Thank you, *******- Customer Care Manager 

  Customer Answer

  Date: 03/19/2025

  The company has fully refunded all charges and I would like to close this case.  Thank you!

• Initial Complaint

  Date:02/21/2025

  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 ordered two pair of boots on 2/15/25 and only one arrived. I only received one tracking number and it shows delivered. The kids size 7 boots arrived but the adult boots size 9 did not. The packing slip only showed 1 item. The second pair of boots seemed to have never shipped but the order confirmation shows both boots shipped together. The real issue is no one returns customer service emails and I have spent hours on hold with no answer. Being unable to contact a company that took your money for an item that you havent received is insane. Why cant I reach customer service?

  

  Business Response

  Date: 02/21/2025

  Gabriella, I hope you're doing well! It looks like there was an issue with the payment for your second pair of shoes (style # XMABMOB), as the transaction was declined. However, I can confirm that your order for style # XKAB1WF has been successfully processed and is on its way with tracking number 9261293150284156121778.

  To make it right, I'd love to offer you a discount code that you can use at your convenience to purchase the second pair. Please use code CSXT-4CEV-EEPS-9XAM-ZSC5 this is good for 50% off. 
  Thank you for your understanding, and feel free to reach out with any questions.

  Thank you, *******- Customer Care Manager 

• Initial Complaint

  Date:02/18/2025

  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 shoes on 11/25/24 (********) and 12/1/24 (02821741).I returned the shoes mid-December. Refunds for the five pairs of shoes have come incrementally and have required dozens of emails inquiries/reminders. Ultimately, when the process was nearly completed, the company acknowledged they'd gotten to the bottom of it and filed a case, email transcript from 1/20 below:Hello,I am sorry for the inconvenience you have experienced. The returns department did receive your returns. I have created a case to refund your order with case number CAS-******-L6X3B5 for ****** once this is approved it can take 7-10 business days to show up on the card used at purchase. If you do not see the credit after the 10th business day (excluding holidays), we suggest contacting the company your card is through to see if they have a hold on the credit. Again, I am sorry for the inconvenience. Please let us know if you have any questions. Have a great day!**** Inside Sales Rep.Rocky Brands, *********************************************** On 1/28, I received a refund of $86.25, so half of what was owed. No emails or texts have been returned 1/20/25 and I have emailed weekly. I have checked several times with the credit card, there are no holds.

  

  Business Response

  Date: 02/18/2025

  Hello ********, I am sorry for inconvenience you have had in trying to get in contact with our **************** team for updates on your refund. We are currently handling high contact volumes due to the successful busy season we have had and are experiencing delayed response times.

  I have reviewed your case. It shows that order ********for return ****** and ****** was credited on *****.24 for $44.99 and another credit was issued on 1.3.25 in the amount of $44.99. Order ******** for return ****** was credited on ***** in the amount of $44.99 and another credit on 1.21.25 for $86.25.

  I have attached the statements/receipts showing the dates the credit was issued. We suggest contacting the company your card is through to provide the statements to see if they have a hold on the credits.

  
  Please reach out if you have any questions. 

   

  Thank you, ****** ******- Customer Care Supervisor

  Customer Answer

  Date: 02/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22955282
  
  I am rejecting this response because: On 1/20 you confirmed you owed $172.50 after which you only refunded $86.25 - You owe me another $86.25 to complete the refund.

  From your response, it seems like you did not check the emails I attached. Order number 02788021 was for $131.24. Order 02821741 was for $176.23. Total of $307.47. I returned all five pairs of shoes/boots. You've made four credits ($44.99, $44.99, $44.99 and $86.25) for a total of $221.22. You still owe me $86.25 to get to the combined order total ($307.47).

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

  

  Business Response

  Date: 02/20/2025

  ********, Good afternoon- So sorry for the credit issue. I have created a case with our credit department to issue back the *****. For your reference that case # is CAS-343239-M3K5X8. We will issue the credit back to your card.Typically, after the credit is cleared it can take 7-10 business days, up to one full billing cycle to show on your statement. If you have any questions,please let us know.

  Thank you, *******- Customer Care Manager 

  Customer Answer

  Date: 02/22/2025

  [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 accept the business's response to resolve this complaint. However, I received the same response from them a month ago, received 1/2 the stated credit and was ignored (again) until contacting you. On top of that, all the company did was refund the money they owed, they offered no real apology apart from how busy they were with their "great success." So yes, obviously I will be happy to finally have the money back (which we'll wait and see) but overall, no, their effort and attitude have been problematic from a consumer standpoint and I'd like that reflected somewhere.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:02/14/2025

  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 a pair of boots for my father on November 28, 2024. He needed a smaller size so I created a return for the boots so I could order him a different size. I have been unable to print a return label for the boots and have reached out to the company multiple times with no response and no one answers the phone when waiting on hold for over an hour. This is the worst customer service I have had in a while simply due to me not being able to contact someone. I am seeking to return the boots so I can get reimbursed for them. The new boots have already been ordered and received.

  

  Business Response

  Date: 02/18/2025

  Hello ******, we apologize for the delayed response to your email and the extended hold times. We are currently experiencing a high volume of inquiries due to our busy season. It appears you have been in communication with one of our representatives this week to get help with your return. Your return authorization number is ******. Please include this number in the box with the shoes and retain a copy for your records.
  I have attached the prepaid shipping label to this email and also sent the label in a reply to your email. Simply open the file and print the label. You may return the boots either in the original packaging via **** with the label attached, or in a brown box via FedExwhichever you prefer.
  Once the boots are received and processed at our warehouse, we will issue a credit to your card. Please note that after the credit is processed, it may take 7-10 business days, or up to one full billing cycle, to appear on your statement.
  If you have any questions, please do not hesitate to contact us.