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Complaint Details
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Initial Complaint
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a pair of boots from the **** Boots in Mt. Vernon, IL. They have a warranty on the boots. The boots started to deteriorate. I contacted them on 4/1/24 and they told me they would send me a return label to send the boots back. I never received the return label. I called back on 4/8. They told me they would send the return label out that day. I have not received a return label yet. I contacted them again and the rep said I should've received it. They placed me on hold. The phone was disconnected. I tried numerous times to call back and it would disconnect after one ring. They've never asked for my physical address, so I don't know where they would send the return label. Return # *******Business response
04/16/2024
Dear *****,
I hope this email finds you well.
After careful consideration and evaluation of our business priorities, we regret to inform you that we will no longer be able to honor that return for you. This decision was not made lightly and follows a thorough review of our business objectives and requirements. After you spoke with our phone rep on April 8th she ask me to pull the call she had with you. The inappropriate language you use will not be tolerated nor is accepted.
If you have any questions or require further clarification regarding this decision, please do not hesitate to contact me. All my direct information is below.
Thank you for your understanding and cooperation.Sincerely,
*******
Manager, Customer Care
###-###-####Customer response
06/10/2024
Fax attachedCustomer response
06/11/2024
Yes, this is *****************. We spoke extensively yesterday. I needed to fax you some items, which I did. Need to make sure you received them so we can get this thing on the road. It's June the 11th at 8.23 my time. Talk to you soon.Customer response
06/11/2024
Yes, this is ******************. We spoke intensely yesterday evening. Need to know you got the facts that I sent you to read that you requested. Give me a buzz. It's June 11th at 9.09. My time.Customer response
06/17/2024
Yes, this is ***************************. I had faxed you some information here last week, I think it was, looks like it was on the 10th. There was a couple questions that I wish I would have added to my complaint. Two mucks boots. I don't know if you can still get them added to the complaint. The two questions that weren't on there that I really want and should have asked is how old is *****, the lady that took my phone call from Muck Boots, and how many years she has worked with the company? If you need to, call me back, but those are two questions that I feel probably should have been and need to be sent with the complaint to have an answer to those two. ************. Again, this is ******************* on muck boots complaint. Thank you.Customer response
06/17/2024
Yes, this is ***************************. I had called earlier and left a message. This is complaint number ******** against Muck Boots. Whenever I filled the papers out that you were mailed to me and I faxed them back, I would speak to me before you would actually sent the complaint. Also, I needed to have on that complaint, once it went to the company, the age of ******* and how long she had worked at the company. I'm hoping you can forward that now, and hopefully they will reply with all the answers to the complaint. So, again, this is ********** against Muck Boots. I also need those two remaining complaint questions answered when they reply ************.Business response
06/17/2024
Dear *****,
I hope this email finds you well.
After careful consideration and evaluation of our business priorities, we regret to inform you that we will no longer be able to honor that return for you. This decision was not made lightly and follows a thorough review of our business objectives and requirements. After you spoke with our phone rep on April 8th she ask me to pull the call she had with you. The inappropriate language you use will not be tolerated nor is accepted.
If you have any questions or require further clarification regarding this decision, please do not hesitate to contact me. All my direct information is below.
Thank you for your understanding and cooperation.
Sincerely,
*******
Manager, Customer Care
**************************************************' via Dispute Resolution - Shared Inbox <********************************************************>
Jun 17, 2024, 3:51?PM (21 hours ago)
to ********************************************************
Hello, this gentleman has been told many times that we are no longer doing business with him. He was very inappropriate on the phone with one of my customer service reps. I called him back a few months ago and I thought he got the point then but here he is asking again. Not sure what we can do to make him understand that his business is no longer welcome.
Can you please advise?
Thank you,
*******************************
Manager, ************************************* Inc.
******************************************
E ******************************************* | P **************************************************' via Dispute Resolution - Shared Inbox <********************************************************
Jun 17, 2024, 3:51?PM (21 hours ago)Hello, this gentleman has been told many times that we are no longer doing business with him. He was very inappropriate on the phone with one of my customer service reps. ******* called him back a few months ago and I thought he got the point then but here he is asking again. Not sure what we can do to make him understand that his business is no longer welcome.
Can you please advise?
Thank you,
*******************************
Manager, ************************************* Inc.
******************************************
E *******.********@rockybrands.com | P ******************Customer response
06/17/2024
Yes, this is ***************************, I need for you to mail me back the BBB dispute form that I faxed you, so I make sure you got what I sent, you know, that you could fax one of the two, but you say you can't fax, but you can receive fax. Just mail it to me at *****************************************, ********, *****. I'll check on it tomorrow to see how it's progressing.Initial Complaint
03/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I bought a pair of damaged boots from this seller, on ebay, they told me to send the damaged pair of boots back for a refund. I ordered a 2nd pair in the process, because I needed boots, and liked the style they offered. They recieved my returned boots, then refunded a gift card, that didn't exist anymore, all I asked was for the refund to be returned to an active card, or return the damaged boots. Ebay decided that wasn't necessary, so I'm seeking a refund or my damaged boots back.Business response
03/29/2024
Hello, I apologize for any inconvenience you have experienced with our product. We have our 1-year warranty to ensure that you are getting the quality product that you pay for, please refer to our warranty information on our webpage. We have an agreement with all our Authorized Dealers to honor the 1-year warranty. We are unable honor a purchase made through eBay because it is a marketplace that anyone can sell on, not just retailers. Unfortunately, if the boot was not purchased from either Rocky Brands or one of our Authorized Dealer this voids the warranty. For this reason, you will need to contact the seller on eBay or contact eBay directly concerning the product you purchased. I would like to offer you a free pair of boots for the inconvenience. . Please accept the following discount code that is good for 100% off of any one item purchase and can be redeemed at www.rockyboots.com www.georgiaboots.com www.durangoboots.com Please enter discount code ************* The code is case sensitive, be sure to enter it as it appears. Once you pick the size, add it to your cart and enter the code. Make sure to click "Apply". Should you have any questions please reach out to ******* ******** at ###-###-#### ext.: 2065 or ****************@rockybrands.comBusiness response
04/01/2024
Hello, I do apologize for the inconvenience. Since they were not bought directly from us, I am unable to issue any refunds. You will have to contact the seller directly to request that refund. Thank you, *******- Customer Care Manager.
Initial Complaint
03/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I really just came to second the fact that it is actually impossible to get in touch with a person at this company and there are no responses to customer service emails. I was sent the wrong boots and have been trying to get in touch with someone or get any kind of response and I can't. If there's the even the slightest chance of there being an issue with your order I would strongly recommend staying away from any direct purchases with this company.Business response
03/24/2024
Hello *****, I am so sorry that you have had a hard time getting ahold of customer service. We strive to give exceptional customer service. I see that you ordered style # FOR000 in an 8M. Is that not what you got? I want to set up a free of charge order for you and ship out expiated shipping, but I want to make sure of the style and size that you ordered first. Agin I am so sorry for any inconvenience this has cuased you. All my direct information is below if you have any other questions.
Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764Customer response
03/28/2024
I received an expedited return and I accept the business's response to resolve this complaint.
Initial Complaint
03/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a pair of muck boots from off the muck boot company website. After receiving them, decided to return them due to poor quality. These are nothing like the boots they used to make. They have had my return for OVER A MONTH and I have yet to receive a refund. Emailed them over two weeks ago (they do not have a telephone contact number listed in their website). They replied back stating that they had received the return but due to huge sale they had over the holidays there were so many returns due to an online problem that they were experiencing a delay. This is completely unacceptable. Still have yet to receive my refund. Return # ******Business response
03/21/2024
****, thank you for reaching out to us. I am so sorry for the delay in your credit. I do see where our returns department has scanned your boots, and the credit has been applied to your account today. I have attached a receipt for your reference. Once the boots are received in the warehouse and processed, 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 me know.
Credit memo # *******
Return # *******
Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764Customer response
03/25/2024
What I understood from your response is that you are acknowledging you have the boots I returned. That it could be another month before you give me my money back. What a joke. This is no different than the first response I received from Muck Boots two weeks after I returned the boots. This complaint I filed with the BBB will not be resolved until I get my money back. PERIOD. END OF STORY.
Business response
03/25/2024
Hello ****, I would encourage you to take the attached I have sent to your bank. They are the one that determines how fast you get your credit back on your card. We did issue that credit back to your card. I have provided this information to you so you can ask them as a follow up. I'm sorry for all the troubles and hope you accept my humblest apologies. If I can be any further assistance please let me know. Thank you, *******
Initial Complaint
03/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
it is impossible to get a hold of customer service with this company. I have sent emails, Facebook messages, called 4 times and still can't get help. Only after wearing my new boots 3 times they already ripped. This company is falsely advertising that the boots are American made but they are cheaply made in the Dominican Republic. xtratuff boots are now made of cheap quality and rip easy . I have attached a picture of the area that ripped after only wearing them 3 times. This company has by far the worst customer serviceBusiness response
03/07/2024
*****, I am so sorry that you have not had the best customer service experience. I see your picture and I am needing a bit more information. Did you buy direct from us? Only reason I ask is because I would like to offer you a credit and the only way I can do that is if they were bought directly from us. All Rocky Products have a 1-year, limited warranty in normal use against any manufacturing flaw(s), defective materials, and workmanship. As the product was purchased through one of our authorized dealers, we encourage you to take it where you bought this item from since they are responsible to honor our 1-year warranty. If you are unable to do so I would be glad to give you a free pair of boots. I look forward to hearing from you.
Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764
E [email protected] | P 740.753.9100 x2065Business response
03/07/2024
*****, I am so sorry that you have not had the best customer service experience. I see your picture and I am needing a bit more information. Did you buy direct from us? Only reason I ask is because I would like to offer you a credit and the only way I can do that is if they were bought directly from us. All Rocky Products have a 1-year, limited warranty in normal use against any manufacturing flaw(s), defective materials, and workmanship. As the product was purchased through one of our authorized dealers, we encourage you to take it where you bought this item from since they are responsible to honor our 1-year warranty. If you are unable to do so I would be glad to give you a free pair of boots. I look forward to hearing from you.
Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764
E [email protected] | P 740.753.9100 x2065Customer response
03/07/2024
it was purchased from a authorized dealer called ********* in wilmington nc around dec of 2023. I took the boots to the company and they stayed they don't do exchanges or returns since I don't have the original boxCustomer response
03/07/2024
it was purchased from a authorized dealer called ********* in wilmington nc around dec of 2023. I took the boots to the company and they stayed they don't do exchanges or returns since I don't have the original boxBusiness response
03/11/2024
Thank you for contacting Rocky Brands and giving us the opportunity to make you a satisfied customer. We work hard to deliver a quality product to our customers and provide exceptional customer service before, during and after the sale. Please accept the following discount code that is good for 100% off of any one item purchase and can be redeemed at www.xtratufboots.com Please enter discount code ***********************
at the checkout. The code is case sensitive, be sure to enter it as it appears. Once you pick the size, add it to your cart and enter the code. Make sure to click "Apply".
Should you have any questions please reach out to ******* ******** at ###-###-#### ext.: **** or [email protected]
Sincerely,
******* ******** (Customer Care Manager)Business response
03/11/2024
Thank you for contacting Rocky Brands and giving us the opportunity to make you a satisfied customer. We work hard to deliver a quality product to our customers and provide exceptional customer service before, during and after the sale. Please accept the following discount code that is good for 100% off of any one item purchase and can be redeemed at www.xtratufboots.com Please enter discount code ***********************
at the checkout. The code is case sensitive, be sure to enter it as it appears. Once you pick the size, add it to your cart and enter the code. Make sure to click "Apply".
Should you have any questions please reach out to ******* ******** at ###-###-#### ext.: **** or [email protected]
Sincerely,
******* ******** (Customer Care Manager)Customer response
03/12/2024
I accept the business's response to resolve this complaint.Customer response
03/12/2024
I accept the business's response to resolve this complaint.Initial Complaint
03/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
sent boots back on 2/15/2024 they received on 2/19/2024.Telling me I will not get my money refunded approximately the end of march 2024.I don't think this is fair to customers, They got my money that day but I cant get my until six weeks or more. This is not good business. I need my money to get a other pair of boots. Please help me get my refund sooner.my retutn number is *******Business response
03/05/2024
*****, Thank you for the information. I am sorry that our returns department is taking a bit longer than usual. We had a successful holiday season and fortunately that has created a backlog with our returns. I have created a case with our credit department and that case # for your reference is CAS-******-******. 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,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764Initial Complaint
02/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned some boots for a refund on Dec. 28 and they received them. It has been 2 months and I still have not received my refund back on my credit card. I can’t get ahold of anyone and they won’t answer my emails.Business response
02/22/2024
Good afternoon, ******- I have found a return for order # ******* and RA *******.I do show that we got the return back and it has been processed for credit. I have attached that credit memo for your records. I would encourage you to talk to your bank as this credit was pushed back on 2/5/24, Order or Merchant Reference Numbe* ****************** is what you would want to reference to them to see if they can locate that credit. 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. All my direct information is below. Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764Customer response
02/22/2024
I accept the business's response to resolve this complaint.Initial Complaint
02/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I received these boots as a gift. The boots came with a warranty card. My son is 11 years old. He is tall and slender with average size feet and wears average size shoes. When he tried on the boots, they were really tight. His shoe size is 5 but the boots are a 6. He tried breaking them in by wearing them to school for a day but they were still too tight. I contacted the company and requested a warranty claim on December 11th. The company has been VERY slow communicating with me all the way up until today. I supplied all the requested documents since December. They have been misleading saying they would replace the shoes until today when they said they would not replace them. I didn’t ask for a refund. I only wanted a replacement of the same boot’s because the ones I have obviously have a defect. This company is supplying false warranties.Business response
02/14/2024
Hello, thank you for your email. I do apologize for the condition of your boots. We have a one-year warranty from date of purchase against manufacturing defects and defective materials. If the boots were not purchased from us, we do not have a record of the transaction in our system. Without the proof of purchase, we have to go by the born-on date of the boot. I do see where you bought them from ***** and technically, they would need to honor that warranty. I know you have been emailing in since 12/4/23 and I'm very sorry for the delay in the response. We have had a successful holiday season and were not able to keep up with the response fast enough. I would like to provide you with a free pair of boots coupon. Please accept the following discount code that is good for 100% off of any one item purchase and can be redeemed at www.georgiaboot.com Please enter discount code ************** at the checkout.
The code is case sensitive, be sure to enter it as it appears. Once you pick the size, add it to your cart and enter the code. Make sure to click "Apply". Should you have any questions please reach out to ******* ******** at ###-###-#### ext.: **** or *******.********@rockybrands.com
Customer response
02/14/2024
I accept the business's response to resolve this complaint.Initial Complaint
02/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a refund for the incorrect amount for a return I made. When I asked why, I was told by customer service that refunds do not include the original shipping amount. There are two issues with this. First, I cannot find anywhere within the Muck Boot return policy that says I can expect to receive anything less than a full refund for return of unused items made within 30 days. My unused boot return was made within 30 days (gift that was the wrong size). Their website literally says "full refund" which implies shipping costs will be refunded as well. When I asked their customer service to point me to where I can find this non-refundable shipping policy, I did not receive a response. I've looked for this policy and cannot find it. If the policy exists, it should not be this difficult to find, as customers are unable to make an informed decision without this information. Second, even if this is their policy, I paid only $7.50 for shipping and they still have $8.04 of my money that was not returned. So, by their own admission, they at the very least still owe me $0.54. I would like a full refund of the additional $8.04 for the return I made. Order number - ******** Subtotal - $67.50 Shipping - $7.50 Tax - $5.43 Total - $80.43 Refund received - $72.39Business response
02/05/2024
Hello ****, I am very sorry for the inconvenience we have caused you. I have created a case with our credit team to give you back the difference of 8.04. That case # for your reference is CAS-*************. It can take anywhere from 7 to 10 business days or up to one full billing cycle to show on your statement. If you have questions, please don't hesitate to me us know. Again, so sorry for the delay and inconvenience.
Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764Initial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of transaction: Nov 23rd Order number : ******** I emailed the company Nov 29th, 2023 regarding a pair of boots I received. I let them know they were very poor quality with being able to see the glue all around the sole. They emailed me back Dec 5th saying they could send out a replacement if that’s something I was interested in. I replied the same day and stated I would and offered to return the boots. I never received another pair of boots. They originally did not state I needed to return the original. I offered that. I had questions before returning the boots and they now have stop responding to my emails. I have emailed them 7-8 times asking for a number to call or someone else to talk to. They have yet to respond to any of my questions about returning the other boots, getting another pair, etc.Business response
01/12/2024
Hello, ********! I am verry sorry about the delay in getting back to you. Please keep your original boots and do as you see fit. I have placed a free or charge order for you. Please reference order # *******. You will not receive tracking as this was placed direct into our system. I did also place the order for FedEx 2-day shipping. Again, I am very sorry for the inconvenience this may have caused. If you have any questions, please reach out. My direct information is below.
Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764Some 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. ↩
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