ComplaintsforRockin Leather

• Initial Complaint

  10/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  REFUSED to Send a Return Shipping Label for Poor quality defective item that was NOT AS DESCRIBED. . Their return policy is deceptive & misleading. You are stuck with unwearable DEFECTIVE POOR QUALITY items unless YOU pay $40+ to return and then fight for your refund! and they charge a $15 fee if you refuse/return to sender I ordered a pair of boots, and before I even tried them on, I immediately realized they were not as described or as shown in photos. Aside from the wide square toe, the obvious wide shaft that appeared to “flare out” at the top which created an unsightly silhouette of the boot shaft under the leg of my “boot cut” Wrangler Jeans, (which are MADE TO FIT over the top of cowboy boots). The boot shaft is so wide, that you can see the entire outline of the top edge of the boot shaft protruding, & the leg of the jeans are so tight over the shaft of the boot, that when I sat down then stood up I had to bend over to pull the leg down as it was bunched up over the top edge of the shaft. I contacted RockinLeather immediately, to request a return shipping label, & was unbelievably informed that “I” would have to pay return shipping! (around $40 plus dollars!!) So, thinking I would be “stuck” with these boots, I tried them on again with a different brand and size of (boot cut) jeans. It was the same. Then, as I was walking back & forth, trying to figure out how bad it would look with the boot showing under the jeans like that, I realized that there was a hard stiff protruding ridge in the back of the heels, (where the shaft is attached to the body of the foot of the boot), which after only a few minutes began to rub my heels raw. In my opinion this company negligently & knowingly sells defective, poorly made products, knowing that the majority of customers are not going to pay (lose) an additional $40 bucks (or more) on top of the $200 plus paid for the item. They Argue that the return policy states returns are accepted, albeit “at the customers expense.

  Business response

  11/06/2022

  This is one special customer.  He contacted us after receiving the boots stating that he didn't like the way they looked with his jeans.  We directed him to the return policy on the website and said as long as they were in new condition, we would be happy to offer him a refund.  He said that was not good enough.  He wanted a return label to ship them back.  We once again directed him to the return policy on the website. 

  His story then changed to the boots did not look like they did on the website.  We explained to him that this is one of our better selling boots.  The picture is the exact boot that he received.  We have never had someone else claim that the boot they received was different than the picture on the website.  We once again directed him to the website and explained we would be happy to offer a refund as long as they were in new condition.  He would just have to send them back.

  He then sent another email stating that he had tried the boots on with a different pair of jeans and still didn't like the way they looked.   He then concocted a story about them being defective.   Once again he was directed to the website.

  He then tried to dispute the charge with *******  We attached the emails that he had sent to us and ****** immediately denied his claim.

  So now he has reached out to the BBB.  

  As we have said all along, if customer does not like the boots, as long as they are in new condition within 30 days of purchase, he can send them back for a refund.   We do not offer prepaid return labels.  I have attached a link to the return policy on the website.

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

  Sincerely,

  Darrin

  Customer response

  11/13/2022

  I do have the series of emails sent to them. My story did NOT change. I originally requested to return the boots because they were not as described  - the photo & description appearing to be standard cowboy western boots, should fit comfortably under a pair of  standard ******** brand cowboy boot-cut jeans, specifically made to fit “over” boots
  
   The shaft of the boot is so wide, I have to actually bend over to pull the jeans down over the boot shaft after sitting down, then standing up. A clear sharp silhouette of the top of boot shaft protrudes from under the jeans, which is very unsightly & embarrassing
  
  Only after my request for a pre-paid return label was refused, not wanting to throw away $40 to return something that was NOT my fault, so yes, I tried them on again, to see if I could somehow make them work
  
  I did Not “concoct a “different” story
  
  I walked back & forth (on carpet), to see just how bad it looked, & yes I tried them on with a different “brand” (Levis), boot-cut jean
  
  THAT is when I discovered the defective seam in the back of the heel, that pinched & rubbed my heel as I walked.  This only “added” to my disappointment, & yes, this product was still “not as described”
  
  The reason these are probably good sellers, is because the photo does show a nice looking western cowboy boot – BUT – a  cowboy boot SHOULD fit under the leg of “cowboy boot-cut” jeans.  These do not & most people, that can afford to, eat the loss & keep the boots because even if the item is defective, the customer has to throw away $40 to return, which is essentially a No Return Policy
  
  So, is this company disputing the “quality” of their product, (in other words calling me a liar),  Or are they just being unreasonable & penny-pinching in refusing to provide a pre-paid return label,  forcing me to either Pay extra to return them or get stuck with a product I can not wear?
  
  Just send a pre-paid return shipping label & we will be done with this.  What is so difficult about that?

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