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Complaint Details
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Initial Complaint
01/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Dec. 2nd I purchased composite toe shoes from Lehigh Safety Shoes. I gave them to my son on Xmas. They were too big. It says on their website that there is a no hassel return. I paid 124.99 for the Shoes. I have emailed them multiple times. I have called them multiple times. They have not returned my emails. The phone calls were put on hold and then disconnected.
Business response
01/04/2024
Hello, I am so sorry for the delay. I have set up a return authorization for you. Your return number is *******. You'll want to put that number in the box with the shoes and keep a copy for your records. I sent you an email coming from *********@fedex.net containing a prepaid label and shipping instructions. Once we have the shoes checked in our warehouse, pending inspection we'll issue a credit to the card you used for the initial purchase. Typically, once the shoes have been received and checked in by the warehouse, 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. Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764
E ****************@rockybrands.com | P ###-###-####Initial Complaint
12/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Online purchase of Muck boots on 12/8/23 as a Christmas Gift. Opened on 12/26/23. Initiated request for return online for Muck Boots/Rocky Brands 4 x's with no response. Waited on customer service call line more than 15 min multiple times. Contact made with facebook for Muck Boots and IM with customer service who said they would have someone contact me. No response. The policy is to return within 30 days and purchase date was 12/8/23. I would like to return the unused product in original packing for a full refund. I have order number and receipt. Order number ******** which has been submitted on line 4 times. Would like refund to include tax & shippingBusiness response
01/03/2024
Hello *****, I am very sorry for the delay. I have set up a return authorization for you. Your return number is *******. You'll want to put that number in the box with the shoes and keep a copy for your records. I sent you an email coming from **********@fedex.net containing a prepaid label and shipping instructions. Once we have the shoes checked in our warehouse, pending inspection we'll issue a credit to the card you used for the initial purchase. Typically, once the shoes have been received and checked in by the warehouse, 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. Agin so sorry for the delay and any inconvenience we may have caused. Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764Initial Complaint
12/31/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a pair of boots on 10/23/23 to give to my husband as a birthday gift. They arrived 10/27. The boots didn’t fit so I had to return them. I followed the instructions on Xtratuf’s website. I printed the return label and dropped the package at the post office on 11/27. Today is 12/29. I haven’t received a refund. I can’t get through to customer service on the phone. I’ve emailed customer service several times and receive sporadic responses. They will ask for a tracking number, but after I provide that info they don’t respond. So I email again asking for an update and idea of when I will receive my refund and days later they will respond saying they are so backed up and I need to allow more time for them to process returns. Their return policy requires items to be returned within 30 days of receipt, but they don’t have to issue a refund in the same manner?Business response
01/03/2024
*******, Good morning- I am so sorry for the delay in your response. I do see that you sent back return # ******. I have created a case with your credit department, and we will get a credit issued. Please reference case # **********-****** for your records. 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.
Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764
E ****************@rockybrands.com | P ###-###-####Customer response
01/08/2024
I accept the business's response to resolve this complaint.
Thank you very much for your assistance with this issue.
Initial Complaint
12/28/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered boots and a shirt with express 2 day shipping. Well the boots never came, they did a week later. I have reached out to customer service and sit on hold for hours and never get a person. I want to send back the entire order but online only allows you to request a refund for one item at a time. I will never purchase anything from this company again. Customer service is a joke. You can’t even get ahold of anyone. I want my money back and you can have your products. Never again. This was a Christmas present for a loved one, I ordered in time for it to be here and you guys failed. I don’t want it anymore. I’ll shop with a company who cares about their customersBusiness response
12/28/2023
*****,
I am very sorry for the delay. We are experiencing high volume of calls/emails and that is not an excuse. I personally want to apologize for any inconvenience this may have caused.
I have set up a return authorization for you. Your return number is *******. You'll want to put that number in the box with the shoes and keep a copy for your records. I sent you an email coming from **********@fedex.net containing a prepaid label and shipping instructions. Once we have the shoes checked in our warehouse, pending inspection we'll issue a credit to the card you used for the initial purchase. Typically, once the shoes have been received and checked in by the warehouse, 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.
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 xtratuf.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"
We thank you for your business and continued loyalty to our Brand!
Sincerely,
******* ******** (Customer Care Manager)Initial Complaint
12/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On their site they promise if not satisfied to give 100 refund (no shipping cost) by 30 days. We ordered the wrong size and wanted to exchanged. I was on hold for over an hour, hung up, then just decided to mail back and reorder. They gave me refund but took out 16.00 short for the shipping. Which wasnt the shipping in the first place. According to their site they shorted me. I want the full refund...as it was within the 30 days! Also, not only could I not get ahold of a person on the phone (finally hung up) they didnt email me back for over a week.Business response
12/28/2023
******, I'm so sorry for the delay. I have created a case for refund for your shipping cost. That Case # for your records is CAS-*************. 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. Agin so sorry for the delay.
Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764Customer response
01/05/2024
I accept the business's response to resolve this complaint.Initial Complaint
12/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased a pair of xtratuff boots from ********* in wilmington nc that is an authorized xtratuff dealer. I used the boots 3 time in less then 1 month and it had already ripped. I contacted the store and they stated I must contact rocky. I have sent several email, facebook messages, calls and customer service is non existent. they have horrible quality and even worse customer service. U am stuck with ripped boots that are advertised as being tuff but only after 3 uses they rippedBusiness response
12/28/2023
Hello,
Thank you for contacting Rocky boots and giving us the opportunity to make you a satisfied customer. I am so you have had a hard time getting a hold of us. I would like to extend a free pair of boots.
Please accept the following discount code that is good for 100% off of any one item purchase and can be redeemed at (link redacted.) Click "Apply"
We thank you for your business and continued loyalty to our Brand!
Sincerely,
******* ******** (Customer Care Manager)Customer response
12/28/2023
the discount code provided doesn’t work. once the code is valid I will accept the companies response. This company has a lot of negative reviews for lack of shipping so I can’t trust that the code will work once I accept the offer. If it works and I can get the boots in a timely manner I will accept
Business response
12/29/2023
Hello, please trying using this new code. It's only valid on a computer and not on a cell phone. Again, I will be happy to place this order direct for you if this does not work. I just need to know what style size and width you are trying to order along with your shipping address.
Discount Code:
***********************
Thank you, Nickole
Customer response
01/03/2024
I accept the business's response to resolve this complaint.Initial Complaint
12/22/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a children’s size pair of camo muck boots from the muck boot website and paid for shipping. I received the completely wrong order of a pair of women’s size 9 boots in red and black. I sent back the wrong order and requested a full refund. They only refunded me the amount of the item and deducted shipping so I therefore did not get refunded what I paid. I have attempted calling and talking to customer service which was unsuccessful in getting to a resolution. After multiple emails. They tell me they can’t refund my shipping cost. I should not have to pay shipping on an item I did not order and the item I received, I did not order.Business response
12/28/2023
Hello *****, I am so sorry for the delay. I have processed a case to refund you the shipping cost. I am so sorry for the inconvenience. Please reference case # ***************** for your records. 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 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 ###-###-###Customer response
01/05/2024
The consumer indicated by phone that the business had resolved their complaint.Initial Complaint
12/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have sent multiple e-mails, called and waited for hours in aggregate, and cannot reach a customer service representative. I want to make a return for order number: ********. I believe that the business is simply making it difficult so that customers simply give up.Business response
12/27/2023
Hello,
I am so sorry for the delay. I have set up a return authorization for you. Your return number is *******. You'll want to put that number in the box with the shoes and keep a copy for your records. I sent you an email coming from **********@fedex.net containing a prepaid label and shipping instructions. Once we have the shoes checked in our warehouse, pending inspection we'll issue a credit to the card you used for the initial purchase. Typically, once the shoes have been received and checked in by the warehouse, 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 of my direct information is below.
Thank you,
Nickole Tolliver
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764
E ****************@rockybrands.com| P ###-###-####Initial Complaint
12/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I bought a pair of women's Tall Chore Muck Boots that are too large (order #********). The company's website states purchases can be returned within 30 days with free return shipping. I have been trying to get in touch with the company for several weeks, but they do not answer their phones and the return button on their website is not functioning. I sent an email to their customer service team, but have not received a response. I contacted PayPal to issue a dispute since I want to return them. My return window closes on Dec. 23rd or 24th. When reading other customer complaints, I discovered this is a common issue. I am requesting a return shipping label to return the boots for a full refund.Business response
12/27/2023
*****,
I am so sorry for the delay. I have set up a return authorization for you. Your return number is ******. You'll want to put that number in the box with the shoes and keep a copy for your records. I sent you an email coming from **********@fedex.net containing a prepaid label and shipping instructions. Once we have the shoes checked in our warehouse, pending inspection we'll issue a credit to the card you used for the initial purchase. Typically once the shoes have been received and checked in by the warehouse, 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 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
12/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I strongly dislike that it has come to this but due to the high need of these boots and poor resolutions I have no other options. I ordered my postal approved boots December 5th with an estimated delivery of the 14th. The website said "not shipped" on the 11th so I emailed customer service on the 12th asking for a tracking number. They said that it had been delivered on Sunday. I was concerned because I had not seen them. I find out that they were misdelivered by FedEx. I have tried relentlessly to contact a person with FedEx to resolve on there end but I cannot get through the IVR. So I emailed Rocky again and they asked for my delivery address. Since then it has been silence with no resolution. I would either like a refund, store credit, or replacement of these boots. I work for USPS and it's crucial to have good boots for the job and Rocky has never disappointed. I just want this issue taken care of as soon as possible. I understand the busyness of the holiday season but this is unacceptable.Business response
12/22/2023
****, thank you for reaching out to us. I am so sorry that your boots got missed delivered. I have placed a free of charge order for you and did it with overnight shipping. That order # is *******. With this being placed direct you will not get shipping information, but you should have it by Tuesday. Again, so sorry for any inconvenience this may have caused. Should you have any question all my direct information is below.
Happy Holidays!
Thank you,
******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764
E ****************@rockybrands.com| P ###-###-####Customer response
12/27/2023
I accept the business's response to resolve this complaint.
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Customer Complaints Summary
65 total complaints in the last 3 years.
40 complaints closed in the last 12 months.