ComplaintsforRocky Brands Inc.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good Morning BBB, My name is ***** *******. I am a hardworking, farmhand, out of Central Pennsylvania. I am a Junior in High school. On July 16 2022 I purchased the XtraTuf (Owned by Rocky Brands Inc.) Men’s 15-inch Duck Camo legacy boot. Since then, I have been very dissatisfied with my purchase. Apparently, these boots were to keep your feet dry, but they’ve struggled in doing so. Xtratuf's website states, "The Legacy Boot is 100% waterproof" but that is not the case. Every night after milking cows, I find my feet moist and disgusting. These boots have been leaking for a while now, but I pulled the plug. When I was milking cows a few nights ago, which is what I bought these boots for, Liquid manure slowly leaked into my boot throughout the night, leaving me with a gross sock that I ended up throwing away. I believe that these boots have put my health at risk of Escherichia coli O157:H7, and other diseases when I find my feet with manure on them. I have to clean under my toenails daily. The insoles on these boots lasted about 5 days until they were torn up. Within the first week of my purchase, the inner lining was tearing away from the outside of my boot. I paid my hard-earned summer works money for these boots, 170$ plus 15 $ shipping. These boots failed to offer durability and waterproofing. I have reached out to Xtratuf for customer support, but I've yet to receive any response. Attached is proof of purchase and damage to the boot. I was wondering if you could help me get my money back so I can buy a new pair. Thank you (I have more images to show but it won't let me attach them)

  Business response

  01/12/2023

  Please review your email, our warranty terms have been sent to your email and no response have been received. If you have any trouble, please contact customer service at *******-BOOT (****). 

  Customer response

  01/21/2023

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

• Initial Complaint

  10/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of Xtratuff boots from this company and they cracked in four months. I've reached out numerous times to get a warranty replacement to no avail. I have these complete email threads, if needed. Here is the timeline: * ordered boots from Amazon 10/31/21 for $103.88 and received them 11/6/21 * emailed Rocky Brands on 3/11/22 describing problem and asked for refund or replacement * Gerardo T responded 3/14/22 and asked me to send 3 images of the defective item * I emailed 4 images on 3/16/22 * Veronica P responded on 3/17/22 asking for boot size and a few additional photos * I replied same day 3/17/22 with requested information and additional photos (no reply) * I replied again to the email on 3/22/22 asking for an update (no reply) * I replied again to the email on 4/1/22 saying it's been over two weeks since anyone replied to my claim (no reply) * I replied again to the email on 4/25/22 - "It's now been over 6 weeks since my initial email conversation and over 5 weeks since I've received a response from anyone at your company - after three unanswered emails." (no reply) * I initiated a new email on 5/6/22 a pasted entire thread - asked for resolution. * Fernanda G responded 5/6/22 saying they can't issue refund but asked if I wanted a replacement * I replied 5/6/22 confirming that I would like a replacement and asked if any additional info was needed (no reply) * I replied to email again on 5/11/22 asking for an update (no reply) * I replied to email again on 5/16/22 with boot size and my address, asking for a response (no reply) At this point it became clear that "customer service" wasn't going to ever help me and that my $104 was wasted. I was going to just let it go, but I work hard for my money and wanted to at least file a complaint that someone else might see before spending their hard-earned money on this brand.

  Business response

  11/01/2022

  Customer has been contacted to solve the situation and will issue the return for replacement. 

  Thank you !

  Customer response

  11/06/2022

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

• Initial Complaint

  07/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased work boots for $151.88 and received an email confirmation of purchase. I purchased the items using PayPal. PayPal sent me a notification after the boots were shipped saying that rockybrand had increased the price of the order! I tried contacting the company and was shuffled around multiple times. I finally spoke to someone who asked me to send them the emails from PayPal (which I did). The company still took out more than the initial agreed upon price if purchase that I authorized. I was never asked to re authorize a price increase from rockybrand. If PayPal has not sent me a notification I would not have known what they did.

  Business response

  07/06/2022

  Hello, after doing some research we did authorized the transaction for $151.88 and charged you $171.18. We are very sorry and we have created a refund of the difference.  The refund has processed through this morning. Our credit department did credit your PayPal acct the overage of $19.30. Should you have any issues or questions please reach out. Again we are very sorry and hope you don’t lose faith in Rocky Brands.
  
  Should you need anything all my direct info is below and I will be glad to help in anyway.
  
  Thank you,
  
  ******* ********
  

  Customer response

  07/06/2022

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

• Initial Complaint

  05/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a new pair of boots. The inside started coming apart a few months after having them, when I called the said they offered a 1 year warranty and to take pictures and send them in I did as they asked and mailed in my boots I wear everyday, I waited and wait and finally called, I was told they were covered and I would get an email when they were shipped. Nothing. So I called a week later and was told I would receive an email that afternoon about shipping. Now we are on another week with no response.

  Business response

  05/18/2022

  Hello, I am so sorry to hear about your boots. I have looked under the email you provided ****************@yahoo.com and I don't see any correspondence with our customer service team. Did you happen to use a different email address?  I would like to help you and get this resolved just need more information. 

  If I can be of any further service, please do not hesitate to ask. All of my direct information is below.

  Thank you,

  ******* ********
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  E ****************@rockybrands.com | P ###-###-####
  
  
  
  This message and any attachments are confidential, may contain privileged information, and are intended solely for the recipient named above. If you are not the intended recipient, or a person responsible for delivery to the named recipient, you are notified that any review, distribution, dissemination or copying is prohibited. If you have received this message in error, you should notify the sender by return email and delete the message from your computer system.

  Customer response

  05/26/2022

  I did finally receive my boots; I had called quite a few times and was told I would be receiving confirmation but never did. I appreciate the new boots just need better communication. so yes, everything is all taken care of and thank you. 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered boots with ******* a brand under Rocky Brands, I ordered 2 pairs of these boots because they were having a sale for 50 percent off on March 3rd. I received my first pair no problem on March 10th. I waited a couple days thinking the other pair would come in. I then called and customer service told me they were being shipped out this week. I waited and called back yesterday 3/22/2022 and customer service told me they were out of stock nothing they could do. I asked to speak to a manager and he said he was in a meeting and would call me back. Never received a call back or a response to a email I sent. I called back today and the supervisor said they were out of stock and couldn’t be shipped and when I asked why the money hasn’t been refunded into my husbands account he stated they were just informed today they were out of stock which was a lie he was trying to cover himself because I was told yesterday they were out of stock. This is ridiculous I ordered 3 weeks ago and 1 haven’t been refunded our money. Lied to on multiple occasions and I’m mad at this point. I guess it’s nothing new though looking threw all the other reviews. Pictures to show when I called and when we placed the order there was nothing saying out of stock or low in stock.

  Business response

  03/24/2022

  Customer ordered  items under a 50% sale, unfortunately we did not have 1 of the items in stock, Customer Service cancel the item and explained that to the customer. One of the supervisors advised the current situation and offered a 25% discount for the next purchase. Take in consideration these items are highly discounted and we cannot offer more discount, and customer can choose other boot from the 50% sale since it is still ongoing. Thank you!

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order for one pair of boots (order number ********) on February 14th, 2022, and selected Fed Ex 2-day delivery for and extra $15.00. On the 15th I emailed while I was on a long hold to see why it had not shipped since I paid to receive it on the 16th. I was told that the 2-day delivery meant that it would be delivered two days after Fed-Ex received it from Rocky warehouse. I was told that I would receive an email when it ships. I responded that it's very misleading and very UNETHICAL to offer a two-day delivery option if the customer would not receive it withing two days. She said that she saw it was halfway through processing and that I would receive it by this Friday or Saturday but that I would receive an email when it ships. I told her the only reason I ordered from the Rocky website in the first place was because I was given a two-day expedited delivery option. had I known it was just a lie I would not have ordered online. Today is the 16th (the day I selected/paid to receive it when I placed the order and still no email indicating that it has even shipped. I was charged for the item and still no email that it has even shipped.

  Business response

  02/24/2022

  Hello, Rocky Brands appreciates your patience during this unprecedented time. Due to the latest Covid Omicron outbreak as well as increased demand, we have not been able to ship in the 1-2 days we used to do in the past. At this time we are about 14 days behind and doing everything we can to catch back up making progress each day. Please accept our sincere apology. I do show that your boots have shipped and were delivered on Saturday, February 19th at 1:24pm- with tracking # ************.   I have created a case to refund your shipping back. Please reference case CAS-************** Again so sorry for the inconvenience we have caused. 

  If I can be of any further service, please do not hesitate to ask. All of my direct information is below.
  
  Thank you, 
   
  ******* ********
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  

  Customer response

  02/24/2022

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

  Customer response

  02/28/2022

  I have not been refunded the $15.00 expedited shipping fee that Rocky Brands said they would give me (see their response in my BBB file).  The only reason I agreed that this complaint had been satisfactorily resolved in because they said in their complaint response to me that they would refund this amount. 

  
  

  The amount has not been refunded to me, (The $15.00 charge was for a 2-day Fed Ex expedited delivery.  I ordered item on the 14th, paid to receive it on the 16th, was blatantly lied to by Rocky Brands about 'what the 2 day delivery actually meant', and then received the item on the 19th).

  
  

  I was billed on the 18th, it is now the 25th and still no refund of the $15.00 shipping fee as promised in their BBB response.

  
  

  ******* 

  Business response

  02/28/2022

  *******, I just reached out to our credit department and they did confirmed the credit was pushed back on 2/21/22. .  Typically once the credit has been have been issued it takes anywhere from 7 to 10 business days or up to one full billing cycle to show on your statement. Your bank could give you that info if needed.   If you have questions, please don't hesitate to let us know.
  
  
  
  
  
  The credit was processed back to her card on 2/21/22- Please see attached to show the credit pushed back to your credit card. 
  
  
  
  
  Thank you, Nickole

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently ordered a pair of work boots through Lehigh outfitters , custom fit program. order number (*******) the item was in stock and sold to me for 215.25 date of purchase was 12/20/2021 i recieved an email yesterday stating they were not in stock and my money would be returned. and it was. but the product is in stock and i can reorder them the same day they canceled my order for a higher price of 228.81 they advertise they will ship in 48 hours but did not contact me for 16 day

  Business response

  02/02/2022

  Good morning- I just got done reading your review and, I am so sorry that you did not get the excellent service that I know we can offer. Due to the latest Covid Omicron outbreak as well as increased demand, we have not been able to ship in the 1-2 days we used to do in the past. At this time we are about 14 days behind and doing everything we can to catch back up making progress each day. Please accept our sincere apology.

  I would like to offer you a 100% discount code to purchase another pair of Rocky shoes. Please go to our website www.lehighoutfitters.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 Rocky in the future.
  

  If I can be of any further service, please do not hesitate to ask. All of my direct information is below.
  
  Thank you,
  
  ******* ********
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  E ****************@rockybrands.com | P ###-###-####
  
  

  
  

• Initial Complaint

  01/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a pair of Rocky boots for 134.69 and not even a year the boots came apart from that bottom which allowed Water to get in and caused me to get a foot fungus which I had to get a medical prescription to cure and I've purchased boots from the low end price to the high end from different companies and these were supposed to be high end boots which has very disappointed me...

  Customer response

  01/23/2022

  Desired resolution is for Rocky corporation to warranty the boots due to defective defects of craftsmanship of the boots which then I had to purchase another pair when the first pair should have taken Over a few years to come apart but within a year of purchase and for the price I paid.. come on Rocky boots individuals in the building and construction trade depend on good quality boots like individuals depend on me and others to build the a quality constructed home or business... Step it up

  Business response

  02/02/2022

  Hello, I apologize for the trouble you are having with your purchase. The warranty on material defects is one year from the date of purchase. Please take advantage of the warranty and call ###-###-#### or email us at [email protected] to speak with one of our Customer Service Representative. 

  Customer response

  02/02/2022

  I had to call Rocky Brand boots Inc because the time for the warranty is reaching the year in 2 months or so, I know due to covid-19 and the country is backed up things are behind in almost every way.. when I called today 02/2/2022 they just emailed the BBB after I got off the phone with them and I explained to them I had filled a complaint with the BBB...
  

• Initial Complaint

  12/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Boots were ordered MONTHS ago. We were told they were on delay. After calling several times, we were informed they had arrived but hadn’t been processed yet. We called again and were told they were in stock. When we asked why we hadn’t received them we were told the payment had not been approved. Which was odd because we’d received no call about the issue and the bank was unaware, which makes me think they just didn’t try to process it. We were told the shipping would be expedited. Payment was processed. Still have not received them. We have tried to call today but the business was closed. The order was under ***** **** ****** **** ***** **** *****, *******, ** 41250. ###-###-####.

  Business response

  12/29/2021

  Good Afternoon- I just got done reading your review and, I am so sorry that you did not get the excellent service that I know we can offer. I have spoke with our Director of our DC and your order is on it's way to you! Please reference tracking # ************. This is not going to show scanned just yet. FedEx just picked it up and we are waiting for them to scan the package and then it will show you it's an overnight.

  I would also like to offer you a 100% discount code to purchase another pair of Rocky shoes. 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 Rocky in the future.
  
  If I can be of any further service, please do not hesitate to ask. All of my direct information is below.
  
  Thank you,
  
  ******* ********
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  E [email protected] | P ###-###-####
  

• Initial Complaint

  12/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered boots with XTRATUF a brand under Rocky Brands, and since then I cannot get in touch with their customer service to determine issues with the order/delivery. Both times I’ve reached out it’s been disconnected during the call. Additionally, I’ve reviewed their Facebook page where other customers have similar complaints that lack resolution.

  Business response

  12/29/2021

  We truly apologize for the inconvenient you experienced, I reviewed and your order has been cancelled as you requested via email due to you find the boots in a retail store. Unfortunately we are experiencing some delays in our Web Orders, please let us know if there is anything we can do for you. 

*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. ↩