Gary L Ntx
map-marker Vancouver, British Columbia

Complication for Canadian customers to return the shoes and rude customer service employee on the phone

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When: October 14, 2018. I bought 2 pairs of shoes from The Rockport Group a week ago but unfortunately found the width are too narrow and are pinching the toes. I called the customer service at 1-80*-828-**** because I could not found the "Pre-Paid Return Shipping Label" as stated on the Return and Exchange instruction slips inside the parcel. This man on the customer service line kept telling me the "Pre-Paid Return Shipping Label was placed inside the parcel". Instead of arguing with this guy, I wrote Rockport an email. The result came back was quick : 1/ No Pre-Paid Return Shipping Label for Canadian customers (U.S. customers only) 2/ No exchange either. Refunds only.
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Loss:
$27
Cons:
  • Return policy
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Educate the Customer Service employees on the phone to ask more questions of why the customer was calling before blaming the customer being stupid.

DOUGLAS A Crl
map-marker Kingston, Ontario

No Longer a Rockport Victim

They sent the wrong shoe model to us and as directed we returned them with a receipt for the postage return. With difficulty we did have the postage refunded to our credit card...Then the fun began! We check our credit card statements for two months and no credit to our account as we were told would be returned to us. That was of course after lengthy conversation with someone of course in the magical kingdom of Singapore who as we should expect doesn't speak English. You see Rockport has a methodology of trying to drive their victims out of their minds by having middlemen keep us on the phone for hours and getting them extremely irritable. We finally decided to call our credit card company. So, after another hour of phone tag back and forth to the magical land of who knows where and the power of prayer we found peace and a settlement.
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Loss:
$90
Reason of review:
Return, Exchange or Cancellation Policy
Anonymous
map-marker Miami, Florida

AWFUL CUSTOMER SERVICE!

Shoes arrived damaged, customer care (an outsourced overseas company) tells me the only way for a refund/return is to take a photo of the damage and send it to their general email address. I do this. I hear nothing. I call again, wait AN HOUR for a "supervisor" which means someone in the USA. She tells me everything is fine, they're emailing me a return label for the damaged shoes and that she's two day expediting new shoes to me. I wait three days and get none of this. I call again, have to wait half an hour for a "supervisor" who tells me the shoes are discontinued so that's why they weren't sent... and they never contacted me to let me know and the return shipping label never sent. So now they tell me they're refunding me the full amount and sending a shipping label again.... I'm holding my breath. Ha ha. NEVER deal with Rockport online. NEVER. Unfortunately Amazon, Zappos etc. are taking over the world but at least they provide real service.
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Caitlin U
map-marker Provo, Utah

Worst customer service ever

I ordered boots and they came too small, there was only 1 pair left in my size so I ordered them before I sent the small ones back but called to explain it was an exchange. Had to call once new ones arrived to get same price as first ones not $30 more. Once they received the first pair they sent out another pair without contacting me that weren’t even my size and charged my card even though I had already called and written a clear note on the return slip. So I called and got hung up on 2 times before I was finally put through to a supervisor who promised to refund me immediately and call me back when it was resolved. When they received the last pair back that I never ordered they only refunded me for the shoes but not their shipping and I never got a call back. The boots are nice but it wasn’t worth the headache and hassle. I will never order from them again.
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1 comment
Guest

The worst service in HISTORY. POOOR as POOOR can get.

Ordered a pair for my daughter October 17th. Wrong size, so she sent them back and payed for the shipping. Ordered another a half size smaller. Its November 29th today and they say they will take a month to receive they say.

So after Christmas.

The returned order reached the warehouse, and the new order just sits. What kind of company does this...disgusting one.

RD H

Buyer BEWARE!!

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Rockport - Buyer BEWARE!!

Bought a pair of Rockport boots October 2017. Pulled them out to wear on a cool night and the soles are totally rotted off!

Called Customer Service. I talked to a representative, got an email address and sent the information along with a picture. I got an email from Rockport asking for additional information, so another email was sent. Got the last email from them basically saying "Sorry about your luck"!

Have bought other Rockport in the past, but never again. Rockport USED to be a good product, provide customer satisfaction and stand behind their shoes. Hope any possible future customers will read reviews before buying.

Will not ever buy another pair and will let friends, family and coworkers know. Now it's RottenPort

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Loss:
$115
Cons:
  • Out 115 for bad product
  • Poor quality materials now used for the shoes
Reason of review:
Bad quality

Preferred solution: Full refund

Mary P Eix
map-marker Kelowna, British Columbia

Disgusted with your service

Ordered a pair of Mary Jane Shoes from the company October 17, 2018. Shoes were a half size too big, so my daughter sent them back at her expense. In the meantime she is desperately in need of the shoes. She called customer service a few days ago and they tell her they arrived in the warehouse and they haven't even started working on her order and sending out her correct size. They tell her it will take at least a month before she could receive them. AFTER CHRISTMAS....WHAT THE HECK is the problem with you people. Very angry and DISGUSTED...
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Loss:
$100
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Kansas City, Missouri

Worst customer service ever

I ordered a pair of boots from rockport.com, when they came they were too long and too narrow. When I saw there was only one pair left in my size online I ordered them right away instead of waiting for the other ones to get back to them but called to explain that it's an exchange and to also get the promo code that I got on the first one. I had to call twice to get them to refund the difference. After I got the pair that fit and they got the return, which had a clear note on the return slip to not send out another because I'd already ordered, and had already called twice, they sent out another pair not in my size without verification and charged my card for it without my authorization. When I called again the customer service agent was really rude and wouldn't answer my questions, when I asked for a supervisor I got hung up on. After calling back twice more I finally got put through to a supervisor who said that she would try to refund the money to my card so I wouldn't have to wait until I received and returned them, she also promised she would personally call me back. Well I had to wait 3 weeks after I sent them back for a refund. And to top it off my refund was $4.00 less than what they charged me, so I guess I had to pay the shipping on their screw up. I would never order from them again!
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Reason of review:
Return, Exchange or Cancellation Policy
Jeff H Qyc
map-marker Melbourne, Victoria

Soles wearing incredibly fast

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Rockport - Soles wearing incredibly fast

I purchased the current pair of casual shoes three weeks ago, they haven't been used very often though have gone for a couple of long walks, they are reasonably comfortable.

The bases of shoes are wearing very quickly on the heal section where the ball of your foot makes with the ground as you walk, these shoes are a extremely poor quality throw away shoe not what I would have expected from Rockport.

I had considered Rockport a good quality company as had a pair of slip on shoes which wore very well but had purchased 5 years ago,

Unfortunately time has moved on and Quality is no longer synonymous with the Rockport name, it has now fallen to profit, poor quality made in China.

"code: CH1294 MEN's W"

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Loss:
$100
Pros:
  • Customer service was excellent
Cons:
  • Poor quality materials now used for the shoes
Reason of review:
Bad quality

Preferred solution: Advertise as a low use high wear shoe then the customer will not be disappointed.

Antoinette H Rzw

Who's to know

I own a wonderful and cute pair of Rockport shoes that seem to release a black dye onto my feet when I wear them for the day. I would like to know how is this to be such a defect? If there is anyone out there who knows of this, then please step up and comment. thank you I have searched the various sites on the internet to help me on this and it seems that all the sites are posted for all sorts of sale items. I have asked at the various shoe stores as to what to do with these shoes and the only reply is to ask Rockport themselves. Now what? I await your reply.
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Loss:
$120
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Anonymous
map-marker Plymouth, New Hampshire

Bring manufacturing back to Rockport MA!!

Rockport shoes were originally made in Rochester NH. I was introduced to Rockport Shoes back in the mid 1980's. I had trouble with department store shoes that would split out on the sides, crack under the ball of the foot area and simply fall apart. I went to the local shoe store and the owner said he had just the solution to my problem. He put me in a pair of Rockport shoes, made right in Rockport MA. He told me that I would get sick of the shoes before I could wear them out and I would certainly not have the troubles with the sides or souls.

I wore those shoes for 4 or 5 years and actually did start to wear the soles out. The shoe store owner told me to drop the shoes off to him and he would "re-sole" the shoes. I got 3 or 4 more years out of them before the upper heal support started to break down.

Ever since I have always bought Rockport shoes. Had always loved the comfort from the first moment they were put on and the durability. I would typically get 3 to 4 years from a pair before having to replace them. I would find a "model" that I liked and would purchase them again and again until they were suddenly "discontinued". The "so called" exact replacements most certainly did not hold up like the previous shoes did.

Something changed several years ago and now the quality has gone down the toilet. The shoes are now made in china and india.

Rockport will have "Crazy fantastic" sale prices on their shoes... BOGO... 50% off... 40% off...

I bought 2 pair of their "BOGO" sale. After wearing them for a few days I noticed a strange noise coming from the right shoe. When I got home and went to take the shoe off I discovered the sole of the shoe was coming off. I did contact the company and they did have me return the shoes.

A year before this incident I bought a pair of shoes and found that they made a loud "squeaking" sound as you walked. Very loud, very embarrassing. A person that knows shoes told me they were defective. Rockport took them back and exchanged them for a new pair.

In reading the history of Rockport I found out that they filed for Chapter 11 bankruptcy and closed their 60 "Brick & Mortar" stores.

https://en.wikipedia.org/wiki/Rockport_(company)

Sad... I guess we say "Goodbye" to another "former" quality manufacturer. I know that I certainly won't be buying any more Rockport shoes. The ones I purchased in July are already starting to break down... Rockport is NOT the shoe company they once were... So sad...

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1 comment
Guest

Another good product gone.

Kenneth J Rhn

Narrow toe box

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Bought Rockport shoes for 40 years. Very happy with shoes. Recently bought a pair of World classic walking shoe. Within weeks my toes were hurting and went to a podiatrist. He performed surgery on both big toe nails from too narrow toe box. Although they are Medium with the blos say shoes now made in India with narrow toe box. I called 4 times to customer service and they told me to send photo of shoes and receipt. After I sent info a different customer agent would send back a thank you for being interested in Rockport. The last rep told me he would send my information to supervisor and follow through which he did not do. I then e mailed headquarters to the president of the company. Never was acknowledged. I just wanted them to send a pair of previous shoes as I was happy with them. No reply. No more Rockport’s!
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Marcos P
map-marker Alcabideche, Lisbon

Shoes damaged after 2 days. No refunding . Exchange pending

Rockport - Shoes damaged after 2 days. No refunding . Exchange pending
It happened 10 of June 2018. No refunding policy. Shoes damaged after 2 days. Waiting for company to inform if, when and what they will do...
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Balbir k

Bad public relations department

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I ordered sandals and got the tracking no. from canada post. Allof a sudden rockport cancelled my paid order. Up to know rhey have not given me a satisfactory answer.
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Anonymous

Rockport.com is not trustworthy

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I ordered two pairs of shoes from this company and I had to return both pairs of shoes. The shoes were shipped back to the company the very next day. After I received the delivery notification, it took 8 days before I received an email from the company confirming they had received the shoes with an acknowledgement I would get a full refund. Twelve days later, I followed up on the status of my refund and the company claims to have “known” issues with completing refunds on items that were paid through PayPal. I was then told they would contact me when they resolve the issue. Rockport . com never told me about an issue, until I asked about my refund, and they had no problems accepting payments through PayPal. This was my very first experience with this company and I am very disappointed and angry to see how they treat their customers!
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1 comment
Guest

I honestly do not understand how anyone can mail order shoes and expect anything but problems. I need to try them on, walk about, examine the merchandise for flaws, etc...

most people have two slightly different sizes and shapes of feet L vs.

R. requiring a try-on of most makes and styles.

Frank K Ncw
map-marker Saint Catharines, Ontario

Refund

When I ordered these shoes they were for a pair that I purchased and were defective. I was supposed to get a credit on my VISA account. I was told within 5 days of purchase. It has been weeks now and still no credit??????? I am not a pissed off customer YET. Just wondering why you promised something and didn't follow through with it. It keeps telling me my complaint isn't long enough in words. If I wasn't pissed off before I sure am quickly on my way of being there. Why a restriction on words? ummmm umm umm umm. I don't usually use the word "pissed off" just used what I read below.
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Reason of review:
Return, Exchange or Cancellation Policy
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