Rockport Reviews 180

I have receipts showing between my wife and I over the last 10 years we have purchased over $3,000 in shoes from Rockport. I have never, ever had a problem - until recently. They had clearance shoes where they stated the shoes could not be returned for a refund - that's the only condition listed. My history and record with them shows I have always, always worn (and ordered) the same size shoe over the years. The ones I recently received were ridiculously oversized - clearly a manufacturing defect. I went online to do the "exchange" since I wanted the shoes but needed them in a smaller size (I've never had to wear in my life) but that was okay as long as they worked. I checked online first and confirmed Rockport had in stock the smaller size I needed. They tell me I can exchange them. Their listing NEVER said anything about not being able to exchange them (especially since the shoes were incorrectly manufactured to an incorrect size). I told them I'd even pay their ridiculous $5 per pair return fee they charge - they still said "no." So, I know had over $150 in shoes (after the reduced sale price) I could not wear. I recently gave them to Goodwill since they do me no good. I immediately closed out my account and blocked their emails with my Outlook security features. I did try to email the CEO - I got a response telling me they would not forward my email to Rockport's CEO. I have that email as proof for anyone who wants to see it. I'll bet their CEO would love to see that email. Anyone know how I can bypass their CS department and get it to him/her?

BOUGHT THE BOOT LAST MONTH . DELIVERED ON DEC 5TH2023 .I HAVE CONTACT THE COMPANY ON THE JAN 8TH 2024 WHICH WAS THE FIRST SNOW ,LET ROCKPORT KNOW THERE IS LEAKING PROBLEM WITH THE BOOT AND IT IS DEFECTED . THEY ASKED FOR THE PICTURES' WHICH I DID IT, FROM THE OPENING SIDE AND THE SOLE AS THEY WANT TO SEE EXACTLY WHERE THE WATER GETTING INSIDE , DID NOT ASK FOR THE RETURN JUST WANT TO EXCHANGE WITH RIGHT QUALITY, THIS COMPANY DO NOT WANT TO STAY BEHIND THEIR PRODUCT WATERPROOF SHOE IT MUST BE WATERPROOF . IF YOU GUY ARE BELIEVE YOUR PRODUCT YOU WOULD STAY BEHIND YOUR PRODUCT ............ I WISH I COULD UPLOAD THE PICTURES THAT EVERYONE COULD SEE IT. BAD VERY POOR PRODUCT BAD CUSTOMER CARE SERVICE

Avoid buying. The company is unprofessional. Once you place order you won’t get dispatch notification. Returns are also complicated. No label included. I don’t mind to pay return postage. And to be deducted when processing refund. Rockport could learn from Uniqlo “online return process”.

I ordered the shoes and was told they would arrive between 6 to 8 days.it is now 12 days later and they have not arrived. When I called to ask to cancel the order as I would no longer be around to receive them, they refused saying that I I should have cancelled within one hour. When I pointed out that they had not met their delivery commitments, they effectively said that it was not their problem as it was the holiday season and there were delays. End of story, I paid money and did not get my shoes.

My rockport shoes falling apart after only 10 month i would never by rockport ever again absolute rubbish 😠😠😠😠😠😠😠😠

Worst shoes paid 80 bucks for shoes the lasted less then 3 months, cant get a refund jusy horrible company, even Worst shoes

Worst customer service EVER. I have requested an exchange for defective shoes and asked a question about another shoe and have received no response. I'll never buy from them again.

Agree with the complaints below about customer service. Good luck receiving the correct refund. This is not the way things were two years ago when returns were easier and I purchased lots of shoes from them.
I won’t be doing that anymore.

I Just ordered 3 pairs of boots for the “fall sale” they are advertising and sending to me via email… checked the sizes and availability in the order for all 3 pairs and all show available in their website order system… placed order and paid only to receive an email stating that my order was cancelled 5 min. Later . Thought order issue might be on my end so I reordered only to receive the same mssg.. I will cancel both orders now on my card if they hit it.
Reached out to them only to receive Automated mssg for calls , everything email comm. after purchase? where’s the Customer care? Support?

Very Disappointed.

Horrible Customer Service! Shoes are Cheep, not well made, period. They ship out you within 24hrs, good, but to return, it takes over a week, then to get a refund it takes another two weeks. RIDICULOUS! Why would you buy shoes if they're not going to return your money for over two weeks. Just try to talk to customer service and they keep rehashing their policies. But they din't answer your questions!

I bought 3 pairs of shoes, was entitled to an exchange, company never returned my emails, their phone has an automated msg, saying they can't take any calls. Horrible customer service. I'm left with shoes that don't fit me. Waste of money. Extremely disappointed at Rockport.

I have purchased many pairs of shoes from Rockport. I especially liked the Cobb Hill collection. I recently purchased two pairs of shoes and one did not fit. When I began the return process, my order was grayed out and it said that my order was "not eligible for return". I called and heard a recording to the effect that they did not have representatives available to answer the phone and to use the website. I sent three emails and never heard back from them. They have lost a customer, but I don't think that they care.

I purchased two pairs of shoes but was shipped a completely different items. Based on return policy my situation does not qualify because it is a final sale item. Customer service is completely automated and there is a 1-800 number that is basically completely deactivated. The automated reply recommends a follow-up if issues are not resolved. Online customer service refuses to reply after the initial automated first reply. As you can see with all of the other responses on Trustpilot 90% of the replies are negative. I would not trust Rockport to resolve issues. You will likely have to dispute through your credit card company to resolve.
08/31/2023
Rockport CC follow up:
They only contacted me after I filed dispute with my credit card company. How convenient.

ORDER RP1018712

I ordered two pair of Rockport Pro Walkers on the two for $69.95 deal without reading the reviews. When I did read them after ordering, they were so negative that I thought I’d just thrown money away.
Five days later, the shoes arrived and I was very pleasantly surprised. Construction appears solid. If they wear as good as they look, I’ll be very happy.

I ordered slippers that were supposed to be size 11 but they sent size 12. I go online to exchange and my order is grayed out. They don't answer their phones because they're "too busy". Yeah too busy fielding complaints from irate consumers!! I sent the inquiry form on their site LAST Monday and just got an email from Natalie telling me to go to the returns page on their website! Duh, I already did that, like I explained in the email you got from me Natalie!! I'll never buy anything from them again 🤬🤬🤬

Terrible, there’s no customer service. Tried to exchange a pair of shoes and a month later no exchange or refund received and no word from Rockport despite emailing and requesting an update. Their phone rings out - please never buy from Rockport!

Terrible Customer Service. Ordered men's US10.5 shoes online, unfortunately too small. Tried to exchange for size 11, but the site would not allow returns or exchanges I never saw final sales posted anywhere during the sale, on my order, nor on the site when I looked up the same shoes. I have contacted customer service multiple times but only received one initial response that said to use the aforementioned process and to write back if not able. Still no response.

I purchased two pairs of men's shoes, one black, one tan, in an identical style, on 26 Nov 2022 from the Rockport.com website which invites GB pound sterling purchases. My husband tried on the black pair and was delighted with them. The tan pair came in a box which stated the correct size. He opened the box and checked they looked ok but did not check the inner size labe and did not try them on.
He has tried the tan pair a few months later. They are a size 7.5 size while the box states 8.5. Further, the inner sole unlike that in the black pair, is faulty and does not lie flat.
I emailed the company and attached images of:
Proof of purchase from my MasterCard and PayPal accounts
and
Images of box with bar code and sizing, inner size label, and faulty sole.
I had clearly been sent a faulty item packed in the incorrect size box.
I stated that I wished to return these for a replacement item in a size 8.5 with reimbursement of postage costs.
I received a standard letter stating that Rockport would only accept returns from a US addresee.
This unfortunately gives the company potentially an opportunity to despatch faulty goods to non US addresses knowing their small print conditions on returns/ refunds non US purchases will be missed by simple souls such as I.
I will not purchase a Rockport item ever again.

I loved the look and feel of my new reefs however after a few wears threads started unraveling from edge of shoe. I sent photos with my email but no response. Called customer service but they are not taking calls at this time. Very Frustrating!

I've had the same issue as many others who have recently posted on this forum. I purchased a pair of sandals on the website. The website said the sandals were made of leather. I was willing to pay more for a pair of real leather sandals. However, when I received the sandals, they were all man-made materials. I followed the instructions on the website to return the sandals, and like many others here, I received a response that the item was not eligible to return. I sent an e-mail to customer service, and like the experience of many others who have posted here, I received no response. No one at Rockport answers the 1-800 customer care number. My 30-day window for returns is almost up. If you come across this forum, please heed everyone else's experience here and do not order from Rockport.com