ComplaintsforRocky Brands Inc.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Placed an order on October 1 and have yet to receive my product on December 10th. Have contacted the company multiple times and keep getting the run around. First time my order was “lost” due to a new computer system. Was then told it should be received with 5 business days. Now being told it is in the shipping department and hopefully will be sent in 12 business days.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/14/2021, I purchased 5 pairs of Durango Boots from the Durango Boots website: https://www.durangoboots.com/Home The Durango Boots are shipped under "Rocky Brands." My order summary is below: Order Summary Order Number: ******** Order Placed: Oct 14, 2021 Order Total: $780.16 Order Status: completed Tracking Number: ************ I purchased 5 pairs of boots and returned 3 pairs of boots using the Durango Boots website for return authorizations and shipping labels. The boots were delivered on 10/20/21 and were shipped back on 11/9/2021 using the seller's shipping labels provided through the website. Below are the return authorizations and tracking numbers I was given: RA # ******: ******************** RA # ******: ******************** RA # ******: ******************** I was advised by the seller that they saw the packages were in transit back to them on 11/19/2021. However, they have not refunded me for the 3 pairs of boots that were returned. The refund amount is $421.60. This item has also been disputed through Paypal and Bank of America. I used my PayPal account to purchase these boots and the transaction went through my Bank of America Credit Card.

  Business response

  12/07/2021

  Hi *****,
  
  I am so sorry that there was a delay in processing your returns.  It is only because of the volume of orders and returns that we are seeing through our warehouse.  We have processed the credits back to your card as of yesterday.  On the banks end it usually takes 7-10 business days after this.  During the Holiday Season it might be a bit longer on their end.  I have emailed you all of your credit memos and I have also attached them to this email.  If you have any further questions please call me at ###-###-#### Ext ****.  I tried to reach you via phone but your voice mail was full.  Again, my apologies that these credits took so long!  We do appreciate you as a customer of Durango Boots!
  
  Have a lovely Holiday Season.
  
  Sincerely,
  
  Nickole
  
  
  Thank you,
  
  Nickole Tolliver
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  E [email protected] | P ###-###-####
  
  
  
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• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 25,2021 I purchased a set of rocky boots from Amazon for 104.89$. On Thursday September 31st, I noticed both boots were ripped on the outside ankles. Friday October 1st I emailed the company asking for a refund. After sending some photographs and info, they offered to replace the boots or give me a 60% discount code for one item. The problem is I do not want anymore of their products and I will not give them more money for refusing to refund me. If I get a replacement set of boots I could be in the same situation i am in now, with a busted set of new boots.

  Business response

  10/05/2021

  Mr. ****, I am so sorry you are having issues with your boots. Could you please provide me with your order # from Amazon. I want to take a look at this order and get you help. Thank you, Nickole

• Initial Complaint

  09/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of Rocky Core Neoprene Waterproof 1000G Insulated Outdoor Boots size 9 on Aug 19th 2021. The boots arrived on Aug 25th 2021. Before I could even put them on I noticed a damaged seam. I contacted the dealer with pictures of the damage. Their response was that I need to print a label and drive to fedex and ship the item back. I informed the dealer that fedex is 25 mins from me one way. I proceeded to leave a review on the dealers website which was denied. Then I received a email saying to contact customer support about my issue. I contacted customer support and filled out a RA request and supplied pictures of the damaged seam. I was given the same option to print a label and drive the return to fedex and wait close to a month for a replacement. This is very inconvenient. I ordered new boots and received damaged boots. The fix is to waste my time and resources filling out info and taking pictures to then be told to print a label and bring the damaged item to fedex.

  Business response

  09/02/2021

  ******, I know we have been corresponding through email. I have attached our conservation. I know once you get the boots you said you would update your complaint. I wanted to provide that information to the BBB and If I can be of any further service, please do not hesitate to ask. All of my direct information is below.
  
  Thank you,
  
  Nickole T*******
  Manager, Customer Care|Rocky Brands, Inc.
  39 E. Canal Street | Nelsonville, OH 45764
  E nickole.t*******@rockybrands.com | P 740.******** *****
  
  

  Customer response

  09/05/2021

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

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