ComplaintsforRocky Brands Inc.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received these boots as a gift. The boots came with a warranty card. My son is 11 years old. He is tall and slender with average size feet and wears average size shoes. When he tried on the boots, they were really tight. His shoe size is 5 but the boots are a 6. He tried breaking them in by wearing them to school for a day but they were still too tight. I contacted the company and requested a warranty claim on December 11th. The company has been VERY slow communicating with me all the way up until today. I supplied all the requested documents since December. They have been misleading saying they would replace the shoes until today when they said they would not replace them. I didn’t ask for a refund. I only wanted a replacement of the same boot’s because the ones I have obviously have a defect. This company is supplying false warranties.

  

  Business response

  02/14/2024

  Hello, thank you for your email. I do apologize for the condition of your boots. We have a one-year warranty from date of purchase against manufacturing defects and defective materials.  If the boots were not purchased from us, we do not have a record of the transaction in our system. Without the proof of purchase, we have to go by the born-on date of the boot. I do see where you bought them from ***** and technically, they would need to honor that warranty. I know you have been emailing in since 12/4/23 and I'm very sorry for the delay in the response. We have had a successful holiday season and were not able to keep up with the response fast enough. I would like to provide you with a free pair of boots coupon. Please accept the following discount code that is good for 100% off of any one item purchase and can be redeemed at www.georgiaboot.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 *******.********@rockybrands.com  

   

   

  
  

  Customer response

  02/14/2024

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

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a refund for the incorrect amount for a return I made. When I asked why, I was told by customer service that refunds do not include the original shipping amount. There are two issues with this. First, I cannot find anywhere within the Muck Boot return policy that says I can expect to receive anything less than a full refund for return of unused items made within 30 days. My unused boot return was made within 30 days (gift that was the wrong size). Their website literally says "full refund" which implies shipping costs will be refunded as well. When I asked their customer service to point me to where I can find this non-refundable shipping policy, I did not receive a response. I've looked for this policy and cannot find it. If the policy exists, it should not be this difficult to find, as customers are unable to make an informed decision without this information. Second, even if this is their policy, I paid only $7.50 for shipping and they still have $8.04 of my money that was not returned. So, by their own admission, they at the very least still owe me $0.54. I would like a full refund of the additional $8.04 for the return I made. Order number - ******** Subtotal - $67.50 Shipping - $7.50 Tax - $5.43 Total - $80.43 Refund received - $72.39

  

  Business response

  02/05/2024

  Hello ****, I am very sorry for the inconvenience we have caused you. I have created a case with our credit team to give you back the difference of 8.04. That case # for your reference is CAS-*************. It can take 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 me us know. Again, so sorry for the delay and inconvenience. 

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: Nov 23rd Order number : ******** I emailed the company Nov 29th, 2023 regarding a pair of boots I received. I let them know they were very poor quality with being able to see the glue all around the sole. They emailed me back Dec 5th saying they could send out a replacement if that’s something I was interested in. I replied the same day and stated I would and offered to return the boots. I never received another pair of boots. They originally did not state I needed to return the original. I offered that. I had questions before returning the boots and they now have stop responding to my emails. I have emailed them 7-8 times asking for a number to call or someone else to talk to. They have yet to respond to any of my questions about returning the other boots, getting another pair, etc.

  

  Business response

  01/12/2024

  Hello, ********! I am verry sorry about the delay in getting back to you. Please keep your original boots and do as you see fit. I have placed a free or charge order for you. Please reference order # *******. You will not receive tracking as this was placed direct into our system. I did also place the order for FedEx 2-day shipping. Again, I am very sorry for the inconvenience this may have caused. If you have any questions, please reach out. My direct information is below. 

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Muck boot as a Christmas gift. I ordered from Muck Boots website(which is owned by Rocky Brands) I now need to exchange the boots. I began emailing customer service on December 28, 2023. I have sent many emails, with zero response. Not even acknowledging receipt of email. I have also called customer service to both Muck Boots and Rocky brands. I have remained on hold for 1 hour both numbers with no answer. I called Rocky brands headquarters and the operator transferred me to customer service, which is where you wait on hold forever. I realize it is busy time of year, but to have no contact when all I want to do is exchange an item. They will not allow initiating an online return because I live in Alaska and I must contact customer service for return code. Would you please help me resolve this problem

  

  Business response

  01/12/2024

  ******, I am very sorry for the delay in our response.  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 us know.

  I set up the credit as this will be the fastest way for you to get a replacement and place a new order. I would like to offer you a discount code toward that purchase. Please use this 50% discount code at the time of purchase. 

  Discount code:
  ************

  Please make sure when place the order that you hit apply on the discount code. Please let me know if you have any questions. All my direct info is below. 

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

  Customer response

  01/15/2024

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is the second month of trying to get a refund for my $300 boots that do not fit and are still under warranty for return. I have started the online return multiple times and nothing happens. I have called repeatedly and stayed on the phone up to an hour waiting and nobody will pick up. I have emailed multiple times with no answer. I finally contacted a person at corporate headquarters and was promised a mailed return label. Two weeks ago and nothing has arrived. Tried calling corporate again today and nobody would pick up. The shipping delivery dates on one of the labels I sent you is wrong , the boots were delivered in December and I’ve been trying ever since to get hold of somebody with no luck at all. I need my $300 back. And I need to get these boots mailed back with the prepaid label they promised. I have never had issues from a company like this before that has zero response.

  

  Business response

  01/11/2024

  *****, Good afternoon- I am so sorry that you have had issues with the label.   After doing some research on your return. I show that you spoke with ******** on 1/9/2024 and went sent another pre-paid label to your brother? I just wanted to make sure you have been taken care of. 

  Please let me know if you have any questions. 

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

  Customer response

  01/11/2024

   finally was able to reach corporate office and was emailed a return slip for the boots.
  They will be mailed out beginning of next week.
  So I am finally getting somewhere. Am hoping the refund will promptly follow.
  I would like to give them a chance before I proceed
  Thank you,
  ***** ******
  #********

  Customer response

  01/12/2024

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased two pairs of boots and a shirt from xtratuf.com, owned by Rocky Brands, on January 2,2024. I then got a shipping confirmation that the boots and shirt shipped. A few days later I received only a shirt. Since then I have been trying to get ahold of customer service for Rocky Brands with zero success. Haven’t got an email back and haven’t been able to talk to anyone on the phone, no matter how long I wait on hold. They have charged my card for the full amount of the purchase, there is no way to contact them to figure out what the issue is in getting the boots.

  

  Business response

  01/11/2024

  ****, 

  I apologize for the inconvenience and delayed response. Your order shows two tracking numbers:
  ********************** showing delivered 1.5.24
  ********************** showing out for delivered 1.10.24
  Your order shipped from two different warehouses making two tracking numbers, I apologize that the second tracking did not get sent to you.
  If you have any questions regarding your order, please reach out directly to me. 

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

  Customer response

  01/11/2024

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

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase from this company on 11/27/23. I purchased 2 pairs of boots totalling $202.49. My order number is (********). I returned both pairs of boots but only recieved a refund (on 12/13/23) for 1 pair in the amount of $74.99. I am still missing the refund for the other pair in the amount of $127.50. I have contacted the business several times with no response. I have emailed, messaged their social media, sat on hold on the phone for hours with no answer.

  

  Business response

  01/08/2024

  ******, I am so sorry for the delay. I was looking at your order and don't see any returns set up for the ******* that cost 127.50. Do you happen to have a return # or the tracking # showing the boots sent back to us? I will be glad to set up a return if you still have the other product or have tracking showing that movement to us. 

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

   

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of shoes on 11/25/23 but they were too big so I need to exchange them. I called XtraTuf (parent company is Rocky Brands) 4 times but no one picked up after being on hold for over 30 minutes each time. I emailed the company for an exchange on 12/13/23. I received a response on 12/21/23 clarifying what size I would like to exchange for, to which I responded right away. That is the last communication I have had from customer service. I called two more times since then without anyone picking up. I emailed again on 1/2/24 and 1/4/24 requesting an exchange. On 1/4/24, I called the Rocky Brands headquarters two phone numbers, but both calls would not go through. I tried calling again to make sure there was not a problem with my phone, but the calls did not go through again. I then looked up the XtraTuf Facebook page and noticed other customers were also having issues with customer support, as they were commenting on XtraTuf's posts looking for solutions to their customer service issues. Then, I looked up Rocky Brands on the BBB and saw a string of complaints for the same issues I am having. Finally, on 1/4/24 I filled out the return form on the XtraTuf website to simply return the shoes, and I received a message telling me to contact customer service... which I have been trying to do.

  

  Business response

  01/05/2024

  Hello, I am so sorry for your delay in response. 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 *********l@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. 

  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) 

   

   

   

  Customer response

  01/05/2024

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

• Initial Complaint

  01/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  No one answer the phone, cannot get an RMA number, the online return process does not work, my order number is not accepted. Order number: ******* December 12, 2023

  

  Business response

  01/05/2024

  Hello, I am sorry for the delay in our response. 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
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of women’s xtratuff boots in size 7. They do not fit and I want to return them. I can not reach anyone in customer service by phone or email. I want to resolve this issue immediately and return boots for a refund. It is the worst customer experience I halve ever had!

  

  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. 
  

  Thank you for contacting xtratuff and giving us the opportunity to make you a satisfied customer. I am so sorry to hear about your boots not working out. 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,

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

   

   

   

   

  If you have questions, please don't hesitate to let us know.

*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. ↩