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:04/17/2025

  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 4 pairs of shoes on ************************** on April 10th.The site said that they will arrive within 5-7 business days.3 pairs of shoes only shipped out on April 15, scheduled to arrive April 21.The fourth pair of shoes still had not shipped out on April 16th, and there was no way they would arrive by our latest date, April 21.We called the company several times, they said they would TRY to have them ship out within the next couple of days, but they couldn't speed up the shipping and refused to compensate us. We now have to spend more money at a different site and are highly limited as to where we can purchase from due to the extremely late time frame.

  Customer Answer

  Date: 05/03/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:02/06/2025

  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 bought a pair of boots on ****** at the end of last years season. i didnt wear them until this winter, which i only wore them maybe 5 times. ever since i got them, for some reason i hear water in between the sole when i walk around. doesnt seem to me that its going through, but it's definely defective. i called rockport and i was told that the only boots that have a warenty, is if you buy them directly from rockport itself. I'm sorry, but that policy is outrages. you give other stores the right to sell the product, but you wont back it?

  Customer Answer

  Date: 02/16/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:12/12/2024

  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 tried ordering Women's ***** ***** Loafer in a size 7.5, ON FOUR SEPARATE OCCASIONS (December 3rd, 5th, 7th, 11th, 2024). Each time as I was waiting for my order to arrive, I would receive a random email message saying my order was refunded, like what?! I called customer service each time--with no explanation, ever--to reorder, only for the same thing to happen. On the fourth time, I called again and the agent said, "Oh, it looks like the reason you keep getting refunded is that these are not actually in stock." Why is there even an option to order them online, then, and why did you take my money and then refund me three times with no explanation? As of this writing, they are still showing as available on their website! Clueless customer service and an absolute waste of time.

• Initial Complaint

  Date:05/22/2024

  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.

  Date of Transaction: 5/11/2024 Order Number: RP-****** Subtotal: $121.50 Account: ******************** Order Details: 1. Men's Total Motion NextGen Wing Tip Dress Shoe 1, Black / 9 / W 2.Men's ****** Venetian Loafer 1, BLACK / 9 / W Nature of dispute: I ordered two pairs of shoes and was charged for both. Their website shows both were delivered (both with the same *** tracking number). However, only one pair was in the package. Called their customer service rep and submitted a ticket for me. I also submitted a ticket on their website. However, I never heard back from them.

  Customer Answer

  Date: 06/01/2024

  [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:04/02/2024

  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 these shoes and put them in the closet I wore around the house just to break them in and when I took them off the sole on left shoe was separated. I contacted Rock Port and they told me I would have to go to were I purchased. The seller ******'s Shoes told me that they were not defective. You can see in the picture that they are. the right shoe is perfect. I would be happy with just a Left shoe replacement. It's a Rockport Men's Prowalker plus Walking shoe Bright White.

  Customer Answer

  Date: 04/15/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:03/19/2024

  Type:Billing 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.

  The on-line Rockport Company is charging out of state customers, such as my *******************, sales tax when the given state has no tax on clothing or shoes. When placing the on-line order and talking to an on-line sales person the person states that's how the company's system works. By stating to that sales person that is fraud. When pressing that issue hard, the sales person states that they will credit my credit card by that amount. Checking a week later, there is no credit issued. On March 18th, I called the customer service telephone number and spoke to ******* (supervisor). No positive settlement was offered just a ticket generated with no guarantee of receiving the $4.57 ******** Sales Tax returned.On a global basis of various states and people this illegal and fraudulent scheme could result in an enormous amount of money.

• Initial Complaint

  Date:02/29/2024

  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 "new" pair of shoes for work from Rockport. The shoes had multiple scuffs and appeared to have been worn. I contacted customer service and they requested pictures of the shoes. I sent multiple pictures and no response from the company to date.

• Initial Complaint

  Date:12/04/2023

  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.

  Hello, Placed an order, ORDER RP-******, for a pair of boots on cyber Monday for $50. On 11-30-23 received a refund for $50 with no explanation. The boots, Men's XCS Umbwe II Waterproof Moc Front Trail Boot 1 CHOCOLATE/GREEN / 14 / M showed still in stock on the website in my size but for a higher price. I emailed the company support twice but have not received a reply explaining what happened. I don't know if this was a mistake or the classic "bait and switch." Thanks in advance for looking into this.

  Customer Answer

  Date: 12/15/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:12/02/2023

  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.

  Order placed October 31, 2023 was supposedly been delivered by November 7, 2023 was told by a Rockport agent that I could not file a claim until November 20, 2023. Called November 22, 2023 and filed the claim, was told investigation could take up to 8 days and the investigation will be concluded November 30, 2023. Also was told I had to wait the 8 days to receive my refund in the form of the payment I made the purchase which was my card. Called a couple of days ago to inquire about a gift card and was told I would receive the gift card in a couple of days, that did not happen. Called again on the 29th and was told I would receive the gift card the next day on the 30th, that did not either. Called today, the 1st representative said the investigation was still in process, I asked why and the email CLEARLY states it would be concluded by November 30th, she stated I was hollering and disconnected the call. The second *** said call back in a few days due to Thanksgiving, I forgot to tell her that I was not interested in a gift card at all because at this point I feel like they are lying and playing games with my money. I called back a third time and informed the representative by the name of ****** that I filed a claim and forgot to tell the rep. I did not want a gift card and I wanted my money, she stated ok she'll note the account and asked if she could place me on hold to ask her supervisor what could she do to resolve the issue. She came back and said her supervisor said the investigation could take up to 30 days, I asked her how is that possible and the email clearly states the investigation would be concluded by November 30th. This **** said she understood my frustration and that I was her last call and she was supposed to be off 15 mins prior to her taking my call. She also it's the Holiday season and maybe they're behind. I do not care about that at all when I made a purchase 32 days ago and don't have the boot or my money. I have included the receipt and the email from the support team about the investigation dates also.

  Customer Answer

  Date: 12/14/2023

  [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:12/01/2023

  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 had a return credit with Rockport (code # F93G **** BGJR KDCT), and when I tried to use it, I received an error that it was not valid. Upset that I missed out on a 60% sale due to their mismanagement of my information, I contacted support, who informed me that they were recently acquired by *********************. Does this mean I now lose almost $40 of my money because nobody knows how to look up my previous orders to see the credit I have on file? ********************* claims they do not have my info on file when I have made many purchases, so what is going on? This is the second time something like this happened with Rockport, and it seems as though they're mediocre service is not improving any with this new acquisition. At this point, I will never purchase another Rockport or ********************* branded item.

  Customer Answer

  Date: 12/14/2023

  The business has not responded to my complaint, nor have they replied to the original messages I sent their customer service team. I suppose I'm glad it cost me $35 to learn that I will never spend a cent on this company ever again. I will make sure to tell others of my experience.