Rocky Brands Inc.

The Rocky boot company does not take responsibility for their advertising or their claimed warrantytheir customer service is the worst I have seenI will never purchase another product from their company! I will be sure and tell everyone I know about my experience with their company and my boots! how simple it would be for them to simply exchange my boots, but they will not because they already know that their advertised leak proof boots is false

We did do a courtesy return for the customer but no longer offer any snake proof boots for children, we only offer these in adult sizes only. When a return is sent back and marked as defective we would not want to send the defective boots back out for the possible use. Since we
no longer make snake proof boots for children we sent a boot that was the same price as the boot that was originally purchased

Complaint: ***
I am rejecting this response because:
I see Rocky Boots and I are not going to see this the same way Perfectly fine I will shop elsewhere I am considering this matter closed...but not forgotten Thank you

Mr*** is absolutely right, this was handled poorlyIn looking at the pictures it could definitely be a defect to the nature he describesWe did not have a replacement in his size in inventory but one of our dealer partners, AAFES, had the boot and sent a replacement to Mr***They
were taken to the post office yesterdayTracking is *** *** *** *** *** ***

Good afternoon- I am so sorry that you have had an issue with your shoesI do show that a credit was issued back to your credit card on in the amount of today is the fifth business day and it cakes a full 7-business days for it to reflect onto the accountYou should be seeing
that credit very soonIf you have any questions please contact me direct at ***Thank you, ***

I apologize but we do not have a repair facility and are unable to replace the boots outside of the year warrantyWe would be more than happy to offer you a discount off your next purchasePlease contact Customer Service and ask for a Manager to obtain your discount code. Thank you

My year old son wears a size on the adult scale I see these sizes available in snake boots on your website Also, (2) of the telephone representatives acknowledged that they did have these snake boots in size 5, but said that they still could not exchange them It may have been due to a price difference, but that should not be the issue As a company, you should be willing to give a better product when the equal is not available Discontinued products and changes on your part should not be the fault of the customer As it stands today, I cannot afford to buy another new pair of snake boots I will have to sell the return boots at probably a loss and then borrow against the family budget to go out and buy him proper snake protection In addition, I will not be able to visit the hunting area until this gets resolved We saw several snakes there already I would have much rather kept the old boots and fixed them, than wind up in this situation I am asking for any pair of snake boots in size or on the adult scale I can provide a website link if necessary Or, I would be most happy to simply get my previous boots back Please do the right thing for your customer
Regards,
*** ***

We do carry a year warranty from the date of purchase against all manufacture defects. http://www.rockyboots.com/warranty/product-warranty.html The particular style that was mentioned in the complaint is discontinued and we no longer make. We do not have a repair facility
or any product to replace the boot as this style has not been made for at least year. If purchased within the past year please take back to the place of purchase with your receipt to receive credit back. Thank you

***I apologize for the response. We do have a year warranty against all manufacture defects and do require all returns to go back through the place of purchase. Since your fiancé is over seas and unable to return the boots we will work to get this taken care of on our end.
We will send out a new order today and will email you the information once it is placed. This order will deliver to the *** ** address that was listed on your original order. The order information will come to the email address that you provided. Thank you, *** ***

Please provide the style number you are seeing this size available in.  Our adult sizes for men's start at size 8.

Even though they have a one year warranty and replace these boots the replacements will do the same thing. The replacements will not be replaced. If you have read the reviews on these boots G8083 eagles you will see that they have a problem that has been going on for a while and has not been corrected. The pair I bought before this did the same thing within a few months. If you will not do anything about this cheap Chinese junk that they are selling to the American public then my next step is to turn them into the FTC. I am also going to write [redacted]. [redacted] is just a seller. They may not even realize what is going on but I am sure they do not want to sell inferior products. Chinese products are not all junk but these boots are!! Also due to my mother buy these boots and mailing them to me at a Hugh cost I have no possible way to exchange them as I am an American currently living in Ukraine!!!

We have already replied to you with the new order information which was 7087996.  Has the response been rejected because the order is no longer wanted/needed?  Please contact us back if you have changed your mind. Thank you, Nicole Gail

All of our boots come with a 1 year warranty against manufacture defects.  However, we do not carry a warranty on the boxes the boots were shipped in.   If you feel this has damaged the boot during shipment please call into Customer Service.  We do not have handles for...

our boxes that we are able to ship our for replacement.  I apologize for any inconvenience this has caused you.Thank you.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  In fact,  Mr. M[redacted] (the Marketing Manager for Rocky Brands) also sent a replacement pair of boots by next-day air which my wife just received, so I would say that Rocky Brands has more than satisfied this complaint, in fact they have gone above and beyond.  Their Senior Staff has been gracious and professional, and handled my complaint expeditiously as soon as they were made aware of it.  They have furthermore acknowledged that their Customer Service was in error and have worked very hard to remedy the situation.  I would buy another pair of Rocky Boots and highly commend the company...everyone makes mistakes, it's how you handle yourself afterwards that determines your character.

We can exchange this out for the style that you already received.  Please feel free to contact me to set up a return for the pair you were given.  Once we receive them back we can send the exchange of the [redacted] back out to you.  My contact information is listed below.[redacted]   ###-###-####  ext [redacted]Thank you.

All returns need to go back through the placed they were purchased from.  The dealer that you bought these from may require you to send in your receipt or proof of purchase.  If purchased through Amazon they should have proof of your purchase.  All products come with a 1 year warranty...

against manufacture defects only.Thank you, [redacted]

We do have a 1 year warranty against manufacture defects only.  These were not purchased directly from us they were purchased from a store in ND.  We will more than happy to set up a return to have these inspected for a defect if the customer feels that there is a manufacture defect on the...

boot.  It will be the responsibility of the seller to refund the money as they were not purchased directly from Rocky Brands.  If the customer in fact does want to have the boots inspected they can call customer service to set us a return authorization number.  if the boots are found to be defective we will replace with the same style that was sent to us for inspection. http://www.rockyboots.com/warranty/product-warranty.html Thank you,

Full credit has been put back on the customer's card:Credit entered and processed back to card. 
[redacted] Jul 10 2017 06:49 AM [redacted] 35.26 USD [redacted]

I understand clearly what their warranty is and I also understand the nonsense on their website how importany quality and customer service is. Yes I had these boots in my deer hunting bag for a couple of years (still in the box) becasue we had warm weather and they were not needed (just wore my regular [redacted] that have been great. So when I did pull them out of the box and wear them, and eyelet comes out??? I want them fixed or a new pair. I am laso writing their CEO and Sales manager along with the QC/prodcut management people at [redacted].

Is there proof of purchase that you can attach please?  Also what email or phone number did you use to call into Customer Service?  Thank you, Nicole G[redacted]