BBB Business Profiles generally cover a three-year reporting period. I tried them on at home and they felt great, so I proceeded to wear them out. I received a medical professional discount so I ordered 3 pairs of different shoes. If you want to learn more about returns, you can rely on our knowledge base. What they didnt anticipate was how much Gladly would help them maintain efficiencies throughout the COVID pandemic. She basically said it was my fault for reading the sizing recommendations. I will be taking my business elsewhere. Nope! Hi there! Definitely don't recommend purchasing. Drop off your parcel at your nearest Return Bar location, and youre done. They weren't snug or rubbing my foot,they were just not comfortable at all. However, we understand the frustration caused and as a one time exception, have granted a refund for this order. The bottom line is that it has been a effective tool in my work, as a non-profit reaching out to leadership. 2022, International Association of Better Business Bureaus, Inc., separately incorporated Better Business Bureau organizations in the US, Canada and Mexico and BBB Institute for Marketplace Trust, Inc. All rights reserved. It should have been an easy exchange. I tried to get a refund but since I had worn them, once, Rothys didn't budge on their no wear policy. When I tried RocketReach and to find business information about key people in seconds in an easy and seamless process, I was hooked! Hi ******! Unfortunately, despite the premium price and claims of sustainability, Rothy's shoes are neither. They clearly dont care about their customers! 2022 Trustpilot, Inc. All rights reserved. Discover how subscription box businesses can boost renewals with customer service. You also have the option to opt-out of these cookies. The shoes fell into the 'wear and tear' category and couldn't be repaired or replaced. I decided to look up my problem and found that MANY people have the same issue. Unfortunately, due to a high demand with limited supply, we are unable to fulfill exchanges for styles shown for The Archive Event. We have helped over 300,000 people with their problems. No response. They spend a lot of money on marketing and advertising (celebrity reviews, etc. They sent me someone elses order and are telling me that I have to pay to send them back. Anyone can write a Trustpilot review. Examples of normal bag wear and tear that are not covered include: faded color, scuffs, creases, and stains". Wish I had read the reviews ahead of time Rothys is a terrible company. Search and discover companies that match the right target criteria. Seriously 165.00 pair of shoes and youll do nothing!!! Literally the worst company. We also believe in preparing for the unexpected. With a massive fanbase and a strong reputation as a fun, customer-focused company, Rothys surpassed 1 million customers within three years of their initial launch. We can divert our attention to actually going after the customer now! Examples of normal shoe wear and tear that are not covered include: faded color, worn fabric in areas of heavy use (ie, back of heel and toes), holes or snags, outsole detachment, and insole odor. The negative comments about their customer service are correct. No response. Gladly.com uses cookies to improve your experience. I am sad to write this. Ive witnessed this during many releases. BBB Business Profiles are subject to change at any time. Rothys wont issue a refund for soiled shoes, The items must not be worn or washed. As of May 16, no shoes. Gladlys heroes Reports and Liveboards help me do that.. Like, what? Rothys turned to Gladly to add chat, social, and self-service support channels, seamlessly integrate their Shopify store, and create a single timeline that unified customers conversation histories across all channels. I will not purchase Rothys shoes nor would I recommend them based on the response from the company. Katrina Donohue, Customer Experience Manager. There was a defect in anchor sneakers I bought and it took a lot of time with back an forth emails to make an exchange. Returning an item may require you to wait in endless lines, but if you sign up for our AI-driven app, you will be able to skip all kinds of queues! This company is terrible. You wont have to spend ages waiting in lines at the DMV or in customer support phone queues because DoNotPay will provide an easier way to get what you need. Even after I sent them a picture of their shoe along side one of my shoes, that clearly showed their shoe was much longer. Hmmm may be time to revisit that statement. I dont know about you, but I cant afford a pair of $165 shoes that I can only wear a few times. section. The customer service is terrible and certainly not worth me spending 100+ on a pair of shoes when there are so many other options out there. Hi ******** Thank you for your patience during this time. Since I used a promo code, I could not use it again to order a new pair. Please note that this code does expire on 05/31/2022. If you want to return or exchange a gift you got, click on the Start Here button located under the form, next to the Received a gift? ** apologize for the delay in issuing you a new discount code, but our brand ambassadors have sent you a new code to use via your email. Annual Credit Report.com Review: Does It Actually Work? Shipped ones will be processed as soon as you drop them off at a Return Bar. The shoes are very cute and comfortable. As you see here, "holes and snags" are a part of normal wear, therefore we do not issue returns or refunds for worn items. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. Unfortunately when their production changes, as it does frequently, there are always some quality issues. They can see a customers orders, they can see when their last order was placed, or they can cancel an order. So I bought another two pairs in June. They then informed me the other pair is on back order and will not be filled. Said its wear and tear and wont do anything about it! And when I wanted a return had to escalate it to the management team for approval. The fact that they wont offer some kind of quality guarantee should be a red flag ?? Trusted by over 12.5 million users and 95% of the S&P 500. ** will be keeping our community updated through our newsletter. The usability as an hero is 100% better with Gladly. All they have to do is cancel the gift card/make it invalid -- and recharge a new one.Amazing. Rothys has clearly downgraded the quality of their product. Finally, I have to go to the chat where their brand ambassador just tells me she will request a new code for me, but that I am going to have to wait. We are sorry to hear about the inconvenience following your purchase from this Archive sale. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. After about a year each pair developed a hole near the outside toe. Organize your contacts with fully customizable lists and integrate with your existing CRM or ATS for seamless workflow. Poor customer service. Get another email that says my current order (the original one from May 11) has been canceled; get another email that says "Thank you for your order." I love how easy Gladly is for our heroes to use. Gladlys Shopify integration also made it easy for heroes to view order histories and cancel orders, even if they dont have an order number. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Is FormSwift Easy to Cancel? Buyer beware because you could end up with a pair of $165 shoes that start to disintegrate after a couple of months of infrequent wear. I was looking forward to receiving my shoes when suddenly I get an email saying the item was out of stock and my order was canceled. Rothy's could learn from Saks and Neimans. This website uses cookies to improve your experience while you navigate through the website. Both in the scope of the searches, and in the number of accurate emails found, I find it surpasses others. I have also sent a new 40% off code to your email in order for you to use this on your next purchase, as I see you have one applied on your previous order. I bought two pairs back in early 2020 and wore them almost daily to work through the pandemic (hospital worker). So in all they last probably a normal amount of time with daily wear. If you decide to take Rothys to small claims court, we will assist you with: Apart from being your shortcut through returning your faulty items to merchants, our app can do so much more! But opting out of some of these cookies may have an effect on your browsing experience. We make sure that the company processes your return request as soon as possible by including a deadline in it. I contacted Rothy's customer service and they informed me that the shoes shrink with every wash, told me I should buy a shoe stretcher and they wouldn't warranty them. I went from being thrilled about the style and fit to being horribly disappointed. Seriously? Company unwilling to provide replacement or refund. We want your Rothys to be with you every step of the way. (I dont fault them reviews across the internet make it clear this is how the company operates). Claim your profile to access Trustpilots free business tools and connect with customers. Rothys, the wildly popular lifestyle shoe company, uses recycled materials to make comfortable, fashion-forward shoes that can be worn with a power suit just as easily as they can with athleisure wear. Watch out, there is NO such thing as customer service. With Gladly, Rothys customer service heroes improved response and resolution times, and customers no longer have to recap their situation every time they reach out. Ordered a pair of shoes for a work event with no communication from Rothys for several days. I noticed yesterday that a small hole is developing and called to find out if the shoe could be repaired or replaced. I was surprised to find that 2 pairs were really not suited to my feet. She refused to exchange for a smaller and correct size. Verification can help ensure real people write reviews about real companies. Ive been a loyal fan and I have 50+ pairs of these shoes. A quality product would last more than 7 months and a good company would stand behind their product. $165 for shoes that last only two months is ridiculous. Hand-made from recycled materials. BBB Business Profiles may not be reproduced for sales or promotional purposes. Since I used a promo code, I could not use it again to order a new pair. I finally broke down and purchased myself some Rothy's for my birthday in June of 21. Additionally, Gladly's reporting functions have simplified escalation management and root-cause analysis processes for managers, which in turn gives them more time to deliver specific, individualized training to their customer service heroes. First of all, why allow a customer to buy a product if it is out of stock? Find the best candidates quicker than your competitors. Customer ReviewsCustomer Reviews for Rothy's, Inc.ShoesView Business profile, Customer Reviews are not used in the calculation of BBB Rating. Thats what Rothys customer service team expected to happen. Unfortunate b/c I liked the look and were reasonable comfortable. Follow these steps to return your items to Rothys in a flash: We will generate a custom return request letter using the information you provide and mail it directly to Rothys. I wish I could give zero stars. Find the most crucial people you need to bring your product to with our advanced search features and then immediately take action, leaving your competition in the dust. She was told that I am sorry she is noticing a difference in her shoes. I do admit that I like the style and color I chose though. I spent over an hour via text chat and then talking to a person and still dont have the shoes or a refund and will need to follow up in 24-48 hours. Little too convenient wouldn't you say? This can be color fading, fabric wear, as well as snags or fraying.When a pair of shoes is over $120.00, advertised as washable, durable, sustainable and holes appear after 7 months of casual wearing, it is very disappointing. You will receive an email from Rothys containing a safe link that leads you to the returns form with your account. Feel free to donate, gift, or keep your current pair of shoes. They could not do it. I explained that the defect hurt my foot. It is now early September and both pairs of shoes have holes in them. The website says 3-7 business days for free delivery. I did and the shoes were too big. I spoke to Hillary and a supervisor named Liam and they were completely unwilling to consider an exchange. We also use third-party cookies that help us analyze and understand how you use this website. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. Scouring the web at all hours of the night wasn't gonna cut it. Customer service was not helpful and claimed it to be normal wear and tear. LegalZoom Living Trust Reviews: Pros & Cons You Must Know, Aceable vs. IDriveSafely: Which One's the Best Driving School. On our website, our Wear and Care Guidelines state, "No matter how well you care for your Rothys, they will eventually show signs of age and repeated wear. Now that I have good pair of the anchor sneakers, I love them but they get dirty easy. I didn't even bother reaching out because I don't want a third pair of broken shoes haha. Unfortunately, we are unable to cancel or correct an order after being purchased, as it immediately charges your account. Maybe TMI but they also smell SO BAD SO QUICKLY. When you complete the form, you will receive a FedEx shipping label to print and stick on your return package. I will probably just buy my shoes somewhere else. Final sale prices cannot be retroactively applied to purchases made before the final sale event began on June 15, 2022, at 9:00 am PT. May 11 - order pair of shoes May 15 - reach out that still have not received shoes May 18 - reach out again that still have not received shoes May 20 - receive canned response to check mail and neighbors' houses May 20 - reach back out that shoes have not been delivered May 22 - receive response that shoes are out of stock (11 days after purchase) May 22 - email and ask for a different repair to be shipped - NO response May 23 - call company; informed that shoes are out of stock - given a promo code to repurchase shoes and send directly to recipient in another state rather than re-ship to me May 23 - email and ask why my original order (the one with the out-of-stock shoes) was not refunded - NO response May 24 - receive email that original order from May 11 is being shipped to me May 24 - call company; informed that original order from May 11 was shipped to me and that my new order from May 23 is now out-of-stock and not being shipped directly to recipient. Hate that I even purchased the gift card -- I will never by another Rothy's items or gift card again.I am not trying to RETURN anything -- just wanted the transaction corrected. Quality is not great. Shoes developed holes in toe and sides in less than 3 months only being worn 1-2 times a week. After one use the shoes absolutely wreaked! *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. Our terms and conditions listed for the Archive sale do sate that "All sales are final and cannot be returned, exchanged or refunded for cash value or store credit for any reason. Using Gladlys intuitive, deeply integrated platform, Rothys was able to greatly reduce hero and customer friction. Check out Rothys return policy for each product category: You can opt for one of the following ways to return your products to Rothys: To return your items to Rothys by mail, you need to initiate an online return request through Happy Returns by doing the following: If you want to make sure Rothys processes your return request in a secure manner, you can initiate your return request by clicking on the Start With an Email button. Surprisingly poor service for shoes w such a good reputation. International Association of Better Business Bureaus. Hi **** ** are so sorry to hear you have had a negative experience shopping with Rothy's. It helped but I would not wear if I was planning on walking around. for consumers wanting to try Rothys. Our app can help you apply for it. They fit, they just didn't feel right. {{ userNotificationState.getAlertCount('bell') }}. Find the Answers to All Your Questions About the Ubisoft Return Policy, Exploring the T.J.Maxx Holiday Return Policy With DoNotPay, Understanding the Aropostale Return Policy, The Container Store Return Policy Decoded. Power up your marketing and get people to pay attention to your business, pursuit, or clients.