Rockport.com Customer Service Issues

As a retired NYC school teacher, I have been a faithful wearer of your Ellingwood K71016 shoes in black and brown for two decades. I have always admired the comfort and quality they provide. My shoe size of 9.5W has recently become a challenge as the standard width is too tight and the extra wide is too loose. Fortunately, Miguel, the manager at store #[redacted], informed me about adjustments and was able to locate two pairs of the older stock, which I purchased. I worry that in the future, I may struggle to find shoes that fit at your stores. I believe other long-time customers may face the same issue. I urge you to consider offering options for loyal customers like me who have relied on your shoes for many years. Thank you for your attention to my message.

I purchased the 13 W World Tour Classic shoes two years ago. After the manufacturer changed from Vietnam to India, the width became 13 M, which is too narrow for me. I used to buy up to 3 pairs a year due to daily wear. Despite stretching the Indian pair to fit comfortably, the new pair remains too narrow. Furthermore, the shoe laces have been shortened by 3 inches, making it difficult to tie them properly. I am disappointed with the recent changes and may switch to Rockports instead.

My name is Jose S L. from El Paso, TX. As a city mail carrier, I purchased Rockport Works RP8510 postal shoes on 7/12/19 through a vendor. Unfortunately, the shoes blistered my feet despite appearing to be soft leather. After just a few weeks, the soles have worn out with holes in the heel, resulting in poor traction. I attempted to return them to the vendor, who directed me to reach out to the manufacturer. Now, I'm left with another unused pair of shoes, and my refund option for clothing is no longer available.

I received a text message saying my shoes were delivered to my mailbox on Tuesday, August 17. However, living in the mountains of western North Carolina, where mailboxes are located at the beginning of the road (Deep Gap Rd.), we experienced severe weather due to Tropical Storm Fred that day with flash floods and tornado warnings. The road was flooded and washed out, with trees falling and the water level rising significantly. Surprisingly, upon checking the mailbox on Wednesday, there was nothing there, and the road in front was also damaged. Talking to a neighbor who communicated with the FedEx driver, I learned that he wisely chose not to attempt the delivery in unsafe conditions. I am disappointed that UPS attempted delivery in such hazardous weather conditions. Safety should always come first, and I had not received the shoes I ordered as indicated in the text. Order number: P[redacted]4 Tracking number: 1Z9Y16E[redacted]0

I recently discovered that my pair of Rockport men's boots, barely worn and stored safely in my closet for a few years, have unexpectedly developed a significant issue. Upon retrieving them on 10/4/[redacted], I noticed that the soles have completely separated, with the bottom half split and flapping. Despite their pristine appearance, this flaw is incredibly disappointing. I am seeking a refund or a replacement pair due to this unexpected deterioration. Please reach out to me at [redacted] to discuss potential resolutions. Thank you for your attention to this matter. - Rick J.

I recently bought a pair of Men's Rocsports Mudguard sneakers in size 9, item # C16370-090M, in Crown Blue, which were delivered on March 16. They are too big for me. I plan to return them tomorrow via UPS using the pre-printed label. The issue is that I am unsure what size to order as replacements. My other Rockport sneakers in size 9 are slightly long in the toe but not as big. Upon measuring, I found the Rocsports sneakers are 12.75 inches long, while others are all 12 inches. I am unsure if this is an anomaly, poor quality control, or if they just run longer. Should I order a half size smaller, or would another pair of size 9 fit better? How can I ensure I get the correct size? Any advice would be appreciated.

I am currently experiencing difficulties returning a pair of shoes. Despite my request for a pre-printed label due to the unavailability of a printer, I was informed by customer service that Rockport has discontinued this service. Although suggested to use a UPS store for printing, I mentioned my remote living situation with a UPS pick up location connected to a seamstress' business. Despite a 20-minute hold while the agent consulted her team, I was simply advised to print the label at a library nearby, which I explained might not be feasible for me. Requesting to speak to a supervisor and being told they were occupied, the call was abruptly ended when I insisted on waiting for one to be available. Disappointed by the new return policy and the treatment I received, I believe Rockport should consider alternative options for customers without access to required technology. I hope my concerns are addressed promptly. Thank you.

I purchased a pair of shoes on 5/27/[redacted] and contacted customer service via email to inquire about a size exchange, but never received a response. Despite multiple emails and calls, I have not been able to reach anyone. I would like to return the unworn shoes for a refund as the customer service experience has been disappointing. I also bought another pair of shoes a week later which I have kept. Please acknowledge receipt of this message and provide instructions on how to proceed. Thank you, P.M. Order # RP76361 Email: [redacted]