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:03/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 my Rothy’s point flats late November 2024. I received them in December 2024. I live in the north East and it’s cold here in the winter. I didn’t wear the flats until recently. I wore them once with no issues. Relatively comfortable, I walk a lot at work so I probably broke them in pretty well that day. Second time that I wore them, I was working in the city. I was walking down the sidewalk and suddenly it felt harder to keep my shoe on. My coworker looked at my back of my foot and told me that my shoe was ripped in the back. It was split right down the back somehow. I never felt it happen. I didn’t get it caught in anything or I don’t even know what else they could think happened to it, but I was simply walking. I contacted customer service after 35 to 45 minutes in a chat of me explaining what happened, how it happened, and providing photos, I was told that this was my fault and that they could not help me. I kept pushing back and they finally gave me a $30 coupon for my next purchase. I continued to press the issue but have been repeatedly told that this was somehow my fault and they would not help. All I wanted was the same shoe sent to me again. The csr told me that I could recycle them for a $20 credit. The entire transaction was insulting and after many $$ spent with rothys, I’m done.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 flats and a wristlet from Rothys on 10/21/24, both as a gift for my mom whose birthday is 11/11. The next day, I received an email saying the shoes were on the way, and those were delivered on 10/28. The wristlet shipped on 10/23/24 and I still have not received it as of 11/8/24. At one point the tracking showed insufficient addresses which makes no sense as the shoes were delivered successfully. For days the tracking has shown delayed with no further info available. I requested via chat that Rothys overnight the wristlet and send me a return label for when the original order decides to arrive. They denied that request and told me to be patient until November 12, a day later than when I need the gift to arrive. Im really disappointed with the lack of service and the tone of the customer support person. They would not help me at all.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bag that retails for $189 with a 25% off coupon. The item was never received. Tracking said delivered but it was a random dress not made by Rothys in the package. I spent an hour working with ***** and Rothys to try to get my birthday package but told it could not be resent due to it now being sold out. The customer service rep apologized and offered for me to at least have the 25% discount honored for a future purchase and I just had to contact them after to have the discount reimbursed. After making a purchase I had to contact 3 customer service reps and all have refused to honor the promised 25% coupon. All I want is to purchase the expensive item that I already had but will never receive.

• Initial Complaint

  Date:05/21/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 that were backordered on 3/24/24 with an estimated ship date of 5/20/24. The shoes came back in stock but the company did not fulfill my order. I requested to cancel the order and place a new order but they refused to do so, claiming I would not get the shoes any sooner. When I later inquired about the ship date, the company cancelled the order without my permission. They fulfilled new orders before they fulfilled back orders and I wanted my shoes, not a refund. They are a poor company and I either want the shoes or I want interest on the amount of money that they held for two months with no intention of fulfilling my order.

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 been in contact with their customer service for over a week and continue to get the run around. A package was marked as delivered to me, but I did not receive it. (Three items were shipped first and I did receive those. The final package is what went missing). I was also told that it may have been marked as delivered early by the carrier, so I waited. It was also not stolen as it was marked as delivered to my parcel locker. The product is now sold out so I have requested a refund. The company continues to insist they will get back to me, but have failed to respond in any other manner. All Im asking is that they do the right thing and refund me for a product I never received. As a side note, they are notorious for shipping the wrong items (which has happened to me twice) and for lost packages. Therefore my only resolution at this point is a refund.

• Initial Complaint

  Date:12/06/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Order was placed 11/21/2023 with shipping confirmation delivered the following day. After 13 days, I checked to see the status and no update was made. I reached out several times via email to get an update and was responded to by an automated message. Reached out again via chat and was told that not only was my order not shipped out the first time I heard about this (me having to reach out) but that the item in the color/size I chose was no longer available, nor could they issue a replacement in a different color. Their solution was to issue a digital gift card or refund me entirely. Double the time of the delivery window had passed and it was my responsibility to reach out to get an update. Bad practice, bad customer service.

• Initial Complaint

  Date:11/19/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 and accidentally ordered wrong size when I saw the email of the order directly after the order. I contacted customer service and they took hours to reply and said the order couldnt be changed or canceled and that they suggest I gift them or give them away. Totally unacceptable and it was their fault when they didnt reply in a timely manner. Then told I cant even exchange them when I get them due to them being final sale. This is ridiculous and they offered no real solution. Order number **********

• Initial Complaint

  Date:10/25/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of shoes from *****'s after getting an email that the item was back in stock. I used the link to purchase the item on 10/19/23. My card was charged the following day on 10/20/23. Today 10/25/23 I had not received any updates on the shipment of my item and contacted the Rothy's team through text message. Once I contacted the team the person notified me that the item was out of stock. I never received an email or any sort of communication that informed me that the item was out of stock even though I paid for the item. The person I contacted texting was not helpful nor apologetic and did not offer a solution such as a refund.I then asked for a number to call the manager and all the person provided was a number of the customer service team. The person that I contacted through customer service was more helpful and did let me know that I could cancel the order to receive a refund. It is unacceptable that this company can take your money promising that you will get an item then run out of stock and not even notify you that the item is no longer available. If I had not reached out to them then I would have not known that my item was no longer in stock.The company gave me a poor excuse that this item is very popular and that is why it sold out while I was purchasing it. This is unacceptable as I have order products from far more lucrative companies that sell their items in minutes. This is not an excuse for lack of communication of the item no longer being in stock and a poor website that does not update it's product inventory. Also, it is extremely unacceptable for them to take my money before guaranteeing the product will come to me. If this is an issue for their company then should charge your card once the item has shipped. I did not buy this on pre-order, the site said the item was in stock. This company needs to fix their website and how it updates it's inventory. This is a large company and this sort of problem is not acceptable.

• Initial Complaint

  Date:08/07/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 Lace Up Sneakers in Bright White, size 10, but when the package arrived today I received Sand Soiree Flats in size 7.5 instead. I bought the sneakers for a vacation and asked *****'s to ship the sneakers with upgraded/expedited delivery due to their mistake, so that I would have them in time. This seemed like a reasonable request since the mistake was theirs. **************** said that policy prevented them from upgrading shipping on a "replacement order;" however, since I never received the sneakers I didn't consider it a replacement. I was informed that because it was a shipment replacing the original one, it was in fact a replacement. So rather than paying to upgrade the shipping and allowing me to have the sneakers for vacation they told me to keep the flats (shoes I did not order in a size that would not fit) and issued me a code for $30 off a future order (there will be no future orders from *****'s for me due to their total lack of regard for customer service). It's inconceivable they are willing to eat the cost of the flats and give me a $30 discount when the cost to upgrade shipping would likely be less (and I would have been willing to ship the flats back in exchange). Instead I got a refund for the sneakers, flats that I didn't order and don't fit, and NO sneakers for my vacation in 3 days. Totally unacceptable non-solution and dissatisfied former *****'s customer as a result.

• Initial Complaint

  Date:08/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 7/22/2023 I purchased some shoes from Rothys.com. I thought I was buying a Men's 11, but when the shoes arried, they were way too small, a women's 11. I wanted to exchange them for a Men's 11 at the ******************** Store in *******. The man took my emial and looked up the order ********** and told me all sales were final and attempted to sell me another pair. I will not be rewarding the bad webside with another purchase.