ComplaintsforRocky Brands Inc.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of boots through Muckboots.com which is owned by Rockybrands. The boots cost $103.50 and were a part of order # ******* and were purchased on 8/22/23. These boots were returned because they were too large on approximately 9/15/23 and the return process was completed through the Muckboots/Rocky Brand website. I followed the instructions, printed off the label, and dropped off the package at a UPS store. It has now been over 40 days since I returned this package and I have not gotten my money back. I sent an email 3 weeks ago that has not received a reply. I called Rocky Brands 10 days ago to inquire about my return and they informed me that the package just arrived at their facility and I should expect my money in a couple of business days. 10 days later, on 10/23/23 I called again to inquire about my return and was placed on hold for over 50 minutes before I hung up. I am happy to share the phone records if need be. Their customer service is nonexistent and I have been out $103.50 for over a month. Please help me get my money back.

  Business response

  10/24/2023

  Hello, I am so sorry to hear about your boots and credit issue. The order # that you gave is an order from 2015. Do you happen have a different order # or an email you might have used to place the order? I look forward to hearing back from you to help you further. 

  Thank you,
  
  ******* ********
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  E ******************************** | P ###-###-####

  Customer response

  10/24/2023

  
  
  Complaint: 20770565
  
  I am rejecting this response because: 

  I have attached the online order associated with $103.50 purchase.  You can see that this order was made in 2023, not 2015.  I never received a return email from Muckboot/Rocky Brand, I only have the order number.  A rep was able to find my return by using the order number and previously confirmed that they had received my return and I should expect funds in a couple of business days.  It has been close to 2 weeks since that call and I have not received my funds.
  
  Regards,
  
  ******* *****

  Business response

  10/26/2023

  ****, Thank you so much for the information. I got with our credit department and looks like we issued the refund on Oct 16th for $103.50. I also sent a separate email of a receipt showing that credit. We have seen it takes 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 let us know.

   

  Thank you,
  
  ******* ********
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  E ******************************** | P ************ x****

  Customer response

  10/26/2023

  [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:
  

  Thank you BBB and Rocky Brands for sending the funds back to my account.  I see that they have now posted.

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

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On or around September 20th, I placed an order with Rocky Boots. I chose Apple Pay as the payment method, and all but one of the shipping options were listed as free, so I chose one that was free. When I received my order confirmation I immediately contacted customer service to notify them of the issue. No one seemed to understand the issue or how to fix it and I received the same answer repeatedly, that the $15 shipping rate applies to the speed I chose. I am asking Rocky Boots to fix the Apple Pay configuration issue so that no other customers are impacted by this error, and refund me the $15.59.

  Business response

  09/26/2023

  ******, thank you for bringing this to our attention. I have reached out to our web development team and hope to get this corrected. I have created a case for a refund. Please reference case number *****************. As far as the credit it takes 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 let me know. All my direct information is below. 

   

  Thank you,
  
  ******* ********
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  * ******************************** * * ************ *****

  Customer response

  09/27/2023

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

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Muck brand boots on March 11th from Amazon, sold by ****** Outfitters. They were $80.17. I contacted Muck Boots customer support on June 21st, because holes had started to form in my boots. They claim to “”be dedicated to building boots and footwear that are 100% MUCKPROOF” and have a limited warranty on their products for up to a year. They asked me to be sure my boots were purchased from ****** Outfitters, which they were. They then provided a shipping label for me to send back my boots with holes, and stated that a replacement pair would be sent after they received and processed my return which could take up to fifteen business days, not including shipping time. This did not work for me, as I need these boots for work and I did not want another pair of the same boots. I asked for a refund, and was told that since the boots were purchased from Amazon, they don’t have record of my purchase and can only provide me with another pair of poor quality boots. Muck Boots is not dedicated to making their customers happy, that’s for sure. And their boot’s definitely are not “muckproof”. I just want my refund.

  Business response

  07/21/2023

  Good afternoon *****,
  My name is *******, and I am contacting you on behalf of Rocky Brands Inc. I would like to apologize for all the inconveniences you have had with the product itself, as well as getting a return processed.
  
  I was able to look further into this for you, and we have issued a refund back to the original form of payment. There is no need for you to send the boots back to us to obtain the refund; it will automatically go back to the card used for purchase within 5-10 business days. Please let us know if there is anything else we can assist you with. 

  Customer response

  08/01/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  order returned from june 12,2023 and still not acknowleged for receipt nor has it been refunded. excuse is they are swamped with returns..... In addition the customer service mgr. is from mexico???

  Business response

  06/29/2023

  Dear, ********** -
  After doing some research I show that you set up return # ****** online and I don't show any tracking, Do you happen to have any tracking information that shows the return is back at our DC? If you could provide me any info so I can dig into this and get this return pushed along I would be happy to do so.
  
  Thank you,
  ******* ********
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  E ****************@rockybrands.com | P ###-###-####

  Customer response

  07/06/2023

  You said this was solved but I have heard from rocky brands. I sent them a tracking number but no answer. By the way it was their label! So at this date I have no refund nor any word from them. Please follow up with rocky brands . worst customer service I have encountered.!!
  

  Business response

  07/06/2023

  Mr. **********, thank you for following up with your return. I see you set this up online with return # ******. I am sorry that there was a delay with your return. I do show that it was processed yesterday, and you will be seeing the return here in a few days. I have attached a screen shot for your reference. it takes 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 let us know. 
  
  Thank you,
  
  ******* ********
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  E ****************@rockybrands.com | P ###-###-####

   

   

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Rocky boots new from an authorized dealer. I do not live near the authorized dealer. The boot style is Rocky Eliminator 2 model #****-1. I stored the brand new boots in my closet at my house. When I took them out of the box to wear them. The soles had disintegrated in the box. The boots are brand new in the original box with the tags still on them they have never been laced or worn. About half of the sole has completely crumbled off the boot, and is sitting in the bottom of the original box. I called Rocky customer service and they said that there’s nothing they could do. They advised me that the only thing that I could do was go to the dealer that I bought them from, which is not close to my house. I asked Rocky to send me a return authorization so that I can send the boots back to Their headquarters so they can inspect them and see how bad the boots are and that they are completely unwearable, however, the customer service representative and his supervisor both refused. I am more than willing to send a photograph of the boots and the disintegrated sole to either the company or your business to let you verify the condition of the boot

  Business response

  06/29/2023

  Dear *****, Thank you for contacting Rocky Brands and giving us the opportunity to make you a satisfied customer. I am so sorry to hear about your boots We do have a policy in place to take back boots that are defective and that are outside our warranty I'm sorry you were not given that opportunity.  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.rockyboots.com   www.georgiaboot.com  www.durangoboots.com   Please enter discount code ************ 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"
  We thank you for your business and continued loyalty to our Brand!
  

  ******* ********
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  E ****************@rockybrands.com | P ###-###-####

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered boots on June 15th I really need those boots I cant afford to buy anther pair ..... I called them to tell them my boots are stuck in Memphis I called FedEx and they said that the package is lost to reach out to rocky boots which I did ROCKY SAID WE HAVE TO WAIT 14 DAYS AFTER THE PACKAGE IS LOST ..and I said please resend me my boots and IF I GET THE PACKAGE I WILL SEND BACK ... and they were rude.. I told them there is no where on your web site explaining that. And each day the got so rude then the lady said its going to be mid July before I can order a refund

  Business response

  06/28/2023

  Mrs. *****
  
  Good afternoon - I just got done reading your complaint and, I am so sorry that you had an issue with your boots. I would like to offer you a 100% discount code to purchase another pair of Rocky Boots. Please go to our website www.rockyboots.com  and use discount code ********** Please make sure when using the code, you have it in all CAPS.
  
  I hope that this solution is adequate, and I hope that you will accept my humblest apologies for what you have had to go through. I can promise you that we will learn from your experience and that we will get better. I hope that you do not lose faith in our products and our brand and that you will continue to wear and support Georgia in the future.
  
  If I can be of any further service, please do not hesitate to ask. All my direct information is below.
  
  Thank you,
  
  ******* ********
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  E ****************@rockybrands.com | P ###-###-####
  
  

  Customer response

  07/07/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pair of Muck boots online through Amazon January of this year. Within four months, the seam on the back of the boot started separating allowing water to creep in. After calling Rocky Brands, we learned that, even though this is a warranty defect, we would need to contact the seller company to get a refund. The seller company, *** **, asked us to mail the boots back at our cost and then they will start the warranty process through Rocky Brands. However, the seller company will not refund the cost of the return shipping. After reaching back out to Rocky Brands, asking them to help replace their defective product, I got stonewalled. Rocky Brands should honor their warranty and help me get the replacement. It is their product after all.

  Customer response

  06/21/2023

  Rocky Brands reached out to me and is helping me to get the exchange completed.

  
  

  Thank you for you  help,

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

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Company is not standing behind their guarantee of the product. I contacted the company about a pair of their Muck Boots, sold by their The Original Muck Boot Company. The boots developed multiple cracks within one year of purchase. I documented the damaged boots with digital images. The company sent me a mailing label. FedEx picked up my damaged boots to be returned to them for a replacement pair on April 4th of this year, more than one month ago. They still refuse to replace my boots or give me a refund. I have contacted them via email many times and the continue to give me the run around, stating either they haven’t received my damaged boots or the damaged boots have arrived but haven’t been evaluated yet. I think that more than a month of my having shipped the boots should be more than ample time. I feel their customer service is the worst I have encountered in many years. I would like a quick resolution tho this with either a replacement pair of boots or a full refund of the purchase price, ASAP.

  Business response

  05/05/2023

  Hi Dear customer, 

  We apologize for the inconvenience, one of our team members already contacted you to offer the replacement of the product. We are experiencing some returns processing delays . 

  Hope you have a great day. 

  Sincerely, 

  Rocky Customer Care team

  Customer response

  05/06/2023

  I have not yet received the replacement products. When I finally receive the replacements and when I confirm that they are the correct product and the correct size and in brand new condition, only then will I accept the company’s response. They estimate that I will receive the replacements 5/15. If they wanted an earlier resolution they could have shipped them in a more expedited manor. As they did not, we must wait.
  

  Customer response

  05/12/2023

  I accept the business's response to resolve this complaint. However, I think it should be noted for the record that the company took an extraordinary amount of time to fulfill its obligation, and finally did so only after I made my BBB complaint.
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I purchased "Durango men's brown exotic full quill ostrich western boots square boots. These Durango boots which are manufactured by rocky brands. The boots quality has been absolutely horrible. I purchased the boots last year and didn't start waring them until November 2022. For the last 5 months I have used the boots which are suppose to be authentic lather. I spent 300 dollars for a pair of boots that now have holes in the front and side. The inside of the boots are all torn and the boots squeak every time you walk. I was very angry when today I found a hole on the side of the boots. I'm not sure what the boots are made from but I question the authenticity of the leather and the quality of work. I would like my money returned 300 doallar or a new pair of boots size 12 sent to my house to make up for the trash you sold me. Regards, *****

  Business response

  04/25/2023

  Good afternoon, All Rocky Products have a 1-year, limited warranty in normal use against any manufacturing flaws, defective materials and workmanship. We ask that you return any items purchased from an authorized dealer to that particular merchant. If you purchased from a dealer: All returns must be accompanied by a dated receipt and returned through the authorized dealer where they were originally purchased. We expect our Retailers to handle and accept returns in accordance with the Rocky warranty and return policy. If footwear was purchased directly from Rocky Brands, we would just need your order number to create your return authorization number. I tried to look for you order and don't see anything listed with your email or phone # listed.  If you did buy direct from us, please let me know and I will be glad to get a return going.  Please let us know if you have any questions. Thank you,

  ******* ********
  Manager, Customer Care Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  ****************@rockybrands.com   | P ###-###-####
  
  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased these boots. In the beginning of the year 2023. The stitching came off so I sent them back to get replaced. They sent the Box back empty telling me that they sent them out. It was weed on the fedex and their wave machine. They say they can't do nothing about it. So pretty much I purchase boots without getting them replaced. I have no boots now. I asked them for a refund they said sorry. For now I don't know what to do.

  Business response

  03/31/2023

  We apologize for the inconvenience. One of our team members have contacted you and place a new replacement order.  Thanks for purchasing with us!

*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. ↩