ComplaintsforRocky Brands Inc.

Name: Rocky Brands Inc.
Address: 39 E Canal St, Nelsonville, OH, 45764-1247, USA
Telephone: (888) 719-5108

Boots

Multi Location Business

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Complaint Details

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Initial Complaint
10/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was charged $346 for 4 boots and only received 2 of my items. This order number referenced above can not be found in my account. I am still missing:1. Men's Muckmaster Tall Item No: MMH500A__M__120 Color: BLACK Width: MEDIUM Size: 12 Quantity: 1 Price: $155.00 2. Women's Nomadic Sport AGAT Lace Item No: NWVA101__M__110 Color: GREY Width: MEDIUM Size: 11 Quantity: 1 Price: $69.99 Please send the items that were charged or refund the card on file immediately.I tried to contact with the email/ form provided and the link is not working and unable to submit issue.
Business response
10/28/2024
Dear ******,
Im truly sorry to hear about your experience with our service. Your satisfaction is very important to us. Id be happy to offer you a free pair of boots or a creditwhichever you prefer. Please let me know what works best for you, and Ill make sure to resolve this for you promptly.
Thank you for your understanding, and I apologize again for the inconvenience.

Thank you,

******* ********
Manager, ************************************* Inc.
******************************************
E ************************************************************************************ | P ******************
Initial Complaint
10/08/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered boots on 9/20/2024 as a gift. Company never sent them. Ive called multiple times and sent emails yet this has not been resolved. Their customer service is terrible. The bottom line is I spent $133.55 for boots that they never shipped and their employees are too stupid to figure out how to replacement ship or refund. At this point Ive had to buy boots elsewhere so they just need to refund. Instead of refunding, the idiot customer service dumbass just sent a request in to refund. She needs to get her f****** head out of her a** and refund it. This is theft. This is the worst company to buy from and Ill never buy from them again. This is ridiculous. No wonder they have awful reviews. I am also contacting my bank to let them know Durango refused to send or refund.
Business response
10/09/2024
Hello *******, I am very sorry that you have experience this frustration. I was able to pull your call with our customer care *** and I did see that she created a case for a refund. That case # is Case for refund CAS-******-W7J5V3. Typically, after the credit is cleared it can take 7-10 business days, up to one full billing cycle to show on your statement. Please let us know if you have any questions as all my direct information is below.
Thank you,

******* ********
Manager, ************************************* Inc.
*****************************************
E ************************************************************************************| P ******************
Initial Complaint
09/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered two pairs of boots and when I received them they didn't fit. So, I processed the return and sent back both pair of boots. I received a refund for one pair of boots, but I still haven't seen the second refund. I returned the boots in the same box, so I'm unsure why only one pair was returned. Customer service verified that they did in fact receive both pairs, but I had to wait two weeks before reaching out again. I reached out again and have to have my email replied too. I'm at whits end now and coming here for help getting my refund.
Business response
09/26/2024
Hi ******,
Thank you for reaching out. I’m sorry to hear you’re having an issue with your return. I see that return #****** was set up online and only captured one style of the boots, which is why the second wasn’t included.
I’ve created a case for you ******************* to process a credit of $161.21 back to your card. Once the credit is approved, it typically takes 7-10 business days, or up to one full billing cycle, to appear on your statement.
If you have any questions, feel free to reach out!
Thank you,

******* ********
Manager, Customer Care|Rocky Brands, Inc.
** ** ***** ****** * ************ ** ***** * ********************************* P ###-###-####

Initial Complaint

04/15/2024

Complaint Type:: Product Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

I purchased a pair of boots from the **** Boots in Mt. Vernon, IL. They have a warranty on the boots. The boots started to deteriorate. I contacted them on 4/1/24 and they told me they would send me a return label to send the boots back. I never received the return label. I called back on 4/8. They told me they would send the return label out that day. I have not received a return label yet. I contacted them again and the rep said I should've received it. They placed me on hold. The phone was disconnected. I tried numerous times to call back and it would disconnect after one ring. They've never asked for my physical address, so I don't know where they would send the return label. Return # *******

Business response

04/16/2024

Dear *****,
I hope this email finds you well.
After careful consideration and evaluation of our business priorities, we regret to inform you that we will no longer be able to honor that return for you. This decision was not made lightly and follows a thorough review of our business objectives and requirements. After you spoke with our phone rep on April 8th she ask me to pull the call she had with you. The inappropriate language you use will not be tolerated nor is accepted.
If you have any questions or require further clarification regarding this decision, please do not hesitate to contact me. All my direct information is below.
Thank you for your understanding and cooperation.

Sincerely,
*******
Manager, Customer Care
###-###-####

Customer response

06/10/2024

Fax attached

Customer response

06/11/2024

Yes, this is *****************. We spoke extensively yesterday. I needed to fax you some items, which I did. Need to make sure you received them so we can get this thing on the road. It's June the 11th at 8.23 my time. Talk to you soon.

Customer response

06/11/2024

Yes, this is ******************. We spoke intensely yesterday evening. Need to know you got the facts that I sent you to read that you requested. Give me a buzz. It's June 11th at 9.09. My time.

Customer response

06/17/2024

Yes, this is ***************************. I had faxed you some information here last week, I think it was, looks like it was on the 10th. There was a couple questions that I wish I would have added to my complaint. Two mucks boots. I don't know if you can still get them added to the complaint. The two questions that weren't on there that I really want and should have asked is how old is *****, the lady that took my phone call from Muck Boots, and how many years she has worked with the company? If you need to, call me back, but those are two questions that I feel probably should have been and need to be sent with the complaint to have an answer to those two. ************. Again, this is ******************* on muck boots complaint. Thank you.

Customer response

06/17/2024

Yes, this is ***************************. I had called earlier and left a message. This is complaint number ******** against Muck Boots. Whenever I filled the papers out that you were mailed to me and I faxed them back, I would speak to me before you would actually sent the complaint. Also, I needed to have on that complaint, once it went to the company, the age of ******* and how long she had worked at the company. I'm hoping you can forward that now, and hopefully they will reply with all the answers to the complaint. So, again, this is ********** against Muck Boots. I also need those two remaining complaint questions answered when they reply ************.

Business response

06/17/2024

Dear *****,

I hope this email finds you well.
After careful consideration and evaluation of our business priorities, we regret to inform you that we will no longer be able to honor that return for you. This decision was not made lightly and follows a thorough review of our business objectives and requirements. After you spoke with our phone rep on April 8th she ask me to pull the call she had with you. The inappropriate language you use will not be tolerated nor is accepted.
If you have any questions or require further clarification regarding this decision, please do not hesitate to contact me. All my direct information is below.
Thank you for your understanding and cooperation.

Sincerely,
*******
Manager, Customer Care
******************

********************************' via Dispute Resolution - Shared Inbox <********************************************************>
Jun 17, 2024, 3:51?PM (21 hours ago)
to ********************************************************

Hello, this gentleman has been told many times that we are no longer doing business with him. He was very inappropriate on the phone with one of my customer service reps. I called him back a few months ago and I thought he got the point then but here he is asking again. Not sure what we can do to make him understand that his business is no longer welcome.

Can you please advise?

Thank you,

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

Manager, ************************************* Inc.

******************************************
E ******************************************* | P ******************

' via Dispute Resolution - Shared Inbox <************************
Jun 17, 2024, 3:51?PM (21 hours ago)

to ********************************************************

Hello, this gentleman has been told many times that we are no longer doing business with him. He was very inappropriate on the phone with one of my customer service reps. ******* called him back a few months ago and I thought he got the point then but here he is asking again. Not sure what we can do to make him understand that his business is no longer welcome.

Can you please advise?

Thank you,

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

Manager, ************************************* Inc.

******************************************
E *******.********@rockybrands.com | P ******************

Customer response

06/17/2024

Yes, this is ***************************, I need for you to mail me back the BBB dispute form that I faxed you, so I make sure you got what I sent, you know, that you could fax one of the two, but you say you can't fax, but you can receive fax. Just mail it to me at *****************************************, ********, *****. I'll check on it tomorrow to see how it's progressing.

Initial Complaint

03/27/2024

Complaint Type:: Customer Service Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

I bought a pair of damaged boots from this seller, on ebay, they told me to send the damaged pair of boots back for a refund. I ordered a 2nd pair in the process, because I needed boots, and liked the style they offered. They recieved my returned boots, then refunded a gift card, that didn't exist anymore, all I asked was for the refund to be returned to an active card, or return the damaged boots. Ebay decided that wasn't necessary, so I'm seeking a refund or my damaged boots back.

Business response

03/29/2024

Hello, I apologize for any inconvenience you have experienced with our product. We have our 1-year warranty to ensure that you are getting the quality product that you pay for, please refer to our warranty information on our webpage. We have an agreement with all our Authorized Dealers to honor the 1-year warranty. We are unable honor a purchase made through eBay because it is a marketplace that anyone can sell on, not just retailers. Unfortunately, if the boot was not purchased from either Rocky Brands or one of our Authorized Dealer this voids the warranty. For this reason, you will need to contact the seller on eBay or contact eBay directly concerning the product you purchased. I would like to offer you a free pair of boots for the inconvenience. . 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.georgiaboots.com www.durangoboots.com Please enter discount code ************* 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". Should you have any questions please reach out to ******* ******** at ###-###-#### ext.: 2065 or ****************@rockybrands.com

Business response

04/01/2024

Hello, I do apologize for the inconvenience. Since they were not bought directly from us, I am unable to issue any refunds. You will have to contact the seller directly to request that refund. Thank you, *******- Customer Care Manager.

Initial Complaint

03/21/2024

Complaint Type:: Customer Service Issues
Status:: Resolved
The complainant verified the issue was resolved to their satisfaction.

I really just came to second the fact that it is actually impossible to get in touch with a person at this company and there are no responses to customer service emails. I was sent the wrong boots and have been trying to get in touch with someone or get any kind of response and I can't. If there's the even the slightest chance of there being an issue with your order I would strongly recommend staying away from any direct purchases with this company.

Business response

03/24/2024

Hello *****, I am so sorry that you have had a hard time getting ahold of customer service. We strive to give exceptional customer service. I see that you ordered style # FOR000 in an 8M. Is that not what you got? I want to set up a free of charge order for you and ship out expiated shipping, but I want to make sure of the style and size that you ordered first. Agin I am so sorry for any inconvenience this has cuased you. All my direct information is below if you have any other questions.

Thank you,

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

Customer response

03/28/2024

I received an expedited return and I accept the business's response to resolve this complaint.

Initial Complaint

03/20/2024

Complaint Type:: Product Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

Ordered a pair of muck boots from off the muck boot company website. After receiving them, decided to return them due to poor quality. These are nothing like the boots they used to make. They have had my return for OVER A MONTH and I have yet to receive a refund. Emailed them over two weeks ago (they do not have a telephone contact number listed in their website). They replied back stating that they had received the return but due to huge sale they had over the holidays there were so many returns due to an online problem that they were experiencing a delay. This is completely unacceptable. Still have yet to receive my refund. Return # ******

Business response

03/21/2024

****, thank you for reaching out to us. I am so sorry for the delay in your credit. I do see where our returns department has scanned your boots, and the credit has been applied to your account today. I have attached a receipt for your reference. Once the boots are received in the warehouse and processed, we will issue the credit back to your card. Typically, after the credit is cleared it can take 7-10 business days, up to one full billing cycle to show on your statement. If you have any questions, please me know.

Credit memo # *******

Return # *******

Thank you,

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

Customer response

03/25/2024

What I understood from your response is that you are acknowledging you have the boots I returned. That it could be another month before you give me my money back. What a joke. This is no different than the first response I received from Muck Boots two weeks after I returned the boots. This complaint I filed with the BBB will not be resolved until I get my money back. PERIOD. END OF STORY.

Business response

03/25/2024

Hello ****, I would encourage you to take the attached I have sent to your bank. They are the one that determines how fast you get your credit back on your card. We did issue that credit back to your card. I have provided this information to you so you can ask them as a follow up. I'm sorry for all the troubles and hope you accept my humblest apologies. If I can be any further assistance please let me know. Thank you, *******

Initial Complaint

03/07/2024

Complaint Type:: Customer Service Issues
Status:: Resolved
The complainant verified the issue was resolved to their satisfaction.

it is impossible to get a hold of customer service with this company. I have sent emails, Facebook messages, called 4 times and still can't get help. Only after wearing my new boots 3 times they already ripped. This company is falsely advertising that the boots are American made but they are cheaply made in the Dominican Republic. xtratuff boots are now made of cheap quality and rip easy . I have attached a picture of the area that ripped after only wearing them 3 times. This company has by far the worst customer service

Business response

03/07/2024

*****, I am so sorry that you have not had the best customer service experience. I see your picture and I am needing a bit more information. Did you buy direct from us? Only reason I ask is because I would like to offer you a credit and the only way I can do that is if they were bought directly from us. All Rocky Products have a 1-year, limited warranty in normal use against any manufacturing flaw(s), defective materials, and workmanship. As the product was purchased through one of our authorized dealers, we encourage you to take it where you bought this item from since they are responsible to honor our 1-year warranty. If you are unable to do so I would be glad to give you a free pair of boots. I look forward to hearing from you.

Thank you,

******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764
E nickole.tolliver@rockybrands.com | P 740.753.9100 x2065

Business response

03/07/2024

Thank you,

******* ********
Manager, Customer Care|Rocky Brands, Inc.
39 E. Canal Street | Nelsonville, OH 45764
E nickole.tolliver@rockybrands.com | P 740.753.9100 x2065

Customer response

03/07/2024

it was purchased from a authorized dealer called ********* in wilmington nc around dec of 2023. I took the boots to the company and they stayed they don't do exchanges or returns since I don't have the original box

Customer response

03/07/2024

Business response

03/11/2024

Thank you for contacting Rocky Brands and giving us the opportunity to make you a satisfied customer. 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.xtratufboots.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".
Should you have any questions please reach out to ******* ******** at ###-###-#### ext.: **** or Nickole.tolliver@rockybrands.com

Sincerely,
******* ******** (Customer Care Manager)

Business response

03/11/2024

Customer response

03/12/2024

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

Customer response

03/12/2024

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

Initial Complaint

03/04/2024

Complaint Type:: Product Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

sent boots back on 2/15/2024 they received on 2/19/2024.Telling me I will not get my money refunded approximately the end of march 2024.I don't think this is fair to customers, They got my money that day but I cant get my until six weeks or more. This is not good business. I need my money to get a other pair of boots. Please help me get my refund sooner.my retutn number is *******

Business response

03/05/2024

*****, Thank you for the information. I am sorry that our returns department is taking a bit longer than usual. We had a successful holiday season and fortunately that has created a backlog with our returns. I have created a case with our credit department and that case # for your reference is CAS-******-******. Typically, after the credit is cleared it can take 7-10 business days, up to one full billing cycle to show on your statement. If you have any questions, please let me know.

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

Initial Complaint

02/21/2024

Complaint Type:: Product Issues
Status:: Resolved
The complainant verified the issue was resolved to their satisfaction.

I returned some boots for a refund on Dec. 28 and they received them. It has been 2 months and I still have not received my refund back on my credit card. I can’t get ahold of anyone and they won’t answer my emails.

Business response

02/22/2024

Good afternoon, ******- I have found a return for order # ******* and RA *******.I do show that we got the return back and it has been processed for credit. I have attached that credit memo for your records. I would encourage you to talk to your bank as this credit was pushed back on 2/5/24, Order or Merchant Reference Numbe* ****************** is what you would want to reference to them to see if they can locate that credit. Typically, after the credit is cleared it can take 7-10 business days, up to one full billing cycle to show on your statement. If you have any questions, please 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

02/22/2024

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

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BBB Rating & Accreditation

A+

Accredited Since: 9/18/2024

Years in Business: 89

Customer Reviews are not used in the calculation of BBB Rating

Overview of BBB Rating

Contact Information

39 E Canal St

Nelsonville, OH 45764-1247

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(888) 719-5108

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Customer Complaints Summary

65 total complaints in the last 3 years.

40 complaints closed in the last 12 months.

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ComplaintsforRocky Brands Inc.

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********************************' via Dispute Resolution - Shared Inbox <********************************************************Jun 17, 2024, 3:51?PM (21 hours ago)

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' via Dispute Resolution - Shared Inbox <************************
Jun 17, 2024, 3:51?PM (21 hours ago)