Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of shoes online from Rothys on August 30, 2022 order number **********. I received the shoes and they did not fit properly. I ordered the shoes in a half size up on September 08, 2022 order number **********. When I received the shoes they did not fit properly. I received return instructions from my first order through email and initiated a return. I did not find return instructions for the second order. I attempted to call Rothys customer service line multiple times during their posted business hours but did not get a representative. I placed both shoes in one box for return and included the order information for each pair of shoes in the box with a letter explaining the issue with the return. I sent them back to Rothys via a ***** dropoff location. They were processed via HappyReturns. I received the refund for one pair of shoes but never received it for the other. I contacted customer service and explained the situation. I have reached out via email and phone multiple times. They referred me back to ***** and to HappyReturns for proof I sent both pairs of shoes but due to the nature of their return process the companies do not weigh the shipment or inventory the contents. They returned me back to Rothys. According to the email from Rothys a pair of their shoes should weigh 1.7 lbs and ***** tracking has the package listed as 0.6 lbs which is a further sign the shippers did not weigh it at all. Rothys does not seem to have a quality control measure for processing their returns to verify package contents and issue proper refunds. I would like assistance receiving a refund for the shoes or having the product I returned sent back to me for disposal. At this time, I am at a loss for $156.96 with no product in hand and no further recourse being offered.

  Business Response

  Date: 12/29/2022

  Dear ****************,

  Thank you for your patience while we have looked into this matter. We are so sorry to hear about your recent dissatisfactory experience with our returns process. We understand why this would be frustrating and want to assure you this is not typical of our brand. We would love to provide further clarification and make this right for you.

  We hear your issue as not being refunded for order ********** placed on September 8th, 2022 in the amount of $156.96. As of today, December 29th, 2022, our systems show you were refunded for order ********** on December 20th, 2022, in the amount of $156.96. Proof of your return has been attached to this statement for confirmation of this. From here, we kindly encourage you to get in contact with your bank if you have not seen this money return to your account to further inquire about its arrival. 

  Again, we are sorry to hear about the difficult time you have had in trying to receive your refund. If you have any further questions, please reach out to a member of our support team for further assistance. We appreciate your patience and thank you for choosing *****'s. 

  
  
  

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dad asked me to find a pair of slippers for my mom for Christmas so I did (please keep in mind my dad is a veteran, works nights, and sleeps during the day so I wanted to take this off of his plate). I'm the type of person that will search for days to find the best of the best and it seemed like Rothys was the best so I bought "The Slipper" on 12/4 for $104.45. My mom is a 6.5 and the website says "If between sizes, order half size down", so I ordered a 6 for my mom. "The Slipper" was delivered just the other day and to my surprise they are INCREDIBLY narrow and small so I question why the website recommends to order a half size down if inbetween sizes and why they hide in the details "Our shoes dont stretch muchso make sure they are not too snug." The reviews and complaints about the sizing issues is insane and Rothys needs to be MORE transparent and correct this on their website. "The Slipper" can fit a ************* tiny, slim, narrow, and perfect. Bottom line - their false advertising led me to make the purchase of $104.45 on 12/4 for "The Slipper" and I can't gift it to my mom because it won't fit and I can't return it because it was a final sale. So I am now out $104.45 and no gift. With inflation during the holidays - and false advertising... this is sad.

• Initial Complaint

  Date:12/13/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 11/23/2022 for 2 pairs of shoes that were a final sale. I followed all instructions regarding sizing, such as measuring my feet, as outlined on the company's website and ordered the shoes that I felt were the best fit. I contacted customer service, within 12 hours of placing the order, and before the order was processed or shipped. I had concerns about the shoe sizes as it is a well-known issue with this brand that sizing is problematic and it does not conform with industry standards of sizing. A friend of mine had the same type of shoes in the same sizes I had ordered and I was able to try them on. Unfortunately, they did not fit. As such, I contacted customer service requesting for the order to be edited to a bigger size, or cancelled and refunded altogether. Again, the order had NOT been processed or shipped yet. The customer service representative, who stated she was a supervisor, stated that the "window" to cancel or edit the order had passed. I was informed that said "window" is very short and they could not do anything to assist. I was told that the "window" is 45 minutes after placing the order. However, no where on their website or the actual order receipt, does it indicate that there is a time limit to edit/cancel orders. I then spoke with another representative who confirmed that "there is no way for customers to know about this "window", it is only known to employees." Though I understand that I ordered final sale items, it is clear that it is bad business practice to conveniently state that there is a "window" of time to edit/cancel orders when it is nowhere listed and customers are not informed of this practice. It is impossible to hold a customer to a standard that is not communicated or known. Additionally, it is further bad business practice to not take responsibility and offer solutions especially after their own employees confirm that there's no way for customers to know of this standard. I request an immediate refund.

  Business Response

  Date: 12/14/2022

  Dear ********************,

   

  We are sorry to hear about your recent negative experience with your Rothy's which were not the correct fit. We see here you placed order ********** on November 23rd during a Final Sale, as you previously stated. Unfortunately our systems are not set up to cancel orders after the 12 hour time frame you previously mentioned. Here at Rothy's, we stand by our products and know this isn't typical of our brand. However, we understand the inconvenience you have experienced and want to make it right. We have granted you a one time courtesy and issued a refund in the amount of $169.06 on order **********. Your referral credit has also been issued back to you. We appreciate you reaching out and expressing your concern. Surely, we will pass this feedback to our team. 

  We hope this helps. Have a great day! 

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 pairs of shoes from this store. I ordered the size based on their instructions on the site, according to which I measured my foot and added an extra, as it says. The site also states that the product can be returned within 30 days, the same information was indicated in the sheet that was included in the box with the shoes. Having received the orders, I discovered that they were very small for me. I contacted the store asking for an exchange. I was denied this, citing the fact that this is the final sale and cannot be returned or exchanged. I strongly disagree with this because:1. Nowhere during the purchase process did I see information that these shoes cannot be returned, but on the contrary, even in the received box there was a sheet with information that the shoes can be returned within 30 days.2. I ordered the size according to the results of measuring my foot according to the information on the site. Those. I strictly followed the recommendations of the seller, which, as it turns out, are indicated incorrectly.3. The purchase of shoes, not the cheap ones I should say, in my personal opinion, should always have the possibility of a return, because even with the right size, a person may feel uncomfortable and the shoes do not fit. If I had known in advance about the restrictions on returns and exchange, I would not have deal with this company.I ask you to assist in the exchange or return of these shoes. I ordered 2 pairs, my order numbers are ********** and **********.

  Business Response

  Date: 12/27/2022

  Dear ****************,

  We are so sorry to hear you have had this negative experience. Typically, we do recommend following the sizing guidelines on our website in order to ensure the correct fit however, we realize there are rare instances (sucha as this) where this can be off as our thread can have variation in its structure which can result in slightly different elasticity and tensions once dyed. This affects the handfeel of the knit. And with our wide variety of patterns and colors, theres more room for differentiation. We hope this helps you in the future! 

  While our Final Sale items cannot typically be refunded, as a result of this misunderstanding we want to make this right for you and have decided to extend a one time exception. You have been issued a refund for orders **********, placed on November 28th at 6:30 PM and order **********, placed on Nov 27th at 9:44 PM for $104.94 and $83.74 respectively. We hope this is a satisfactory resolution for you and hope you are able to find sizing to be an easier process in the future. W thank you for your patience and as always, thank you for shopping with *****'s
  
  
  
  
  

• Initial Complaint

  Date:12/02/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a pair around midnight on a Friday. Told my mom with excitement then found out she also got the exact same pair. Tried to cancel online within 5 minutes but couldnt (red flag #1). Emailed customer service to cancel and didnt hear back. Texted them first thing in the AM and was told too bad. Escalated this to a supervisor who rudely told me cancellation window has been shortened but support isnt staffed 24/7. chatted another support person and was told same thing. No way to reach corporate. Couldnt be resolved even though I took actions immediately and support folks were very rude and condescending. Would not buy from this company esp final sale as they dont accommodate or make one time exceptions for customers. I suspect theyre not empowered to do much like other retail customer support people so this tells you a lot aboot the company. Even airlines do better.

• Initial Complaint

  Date:10/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the shoe on October 23, 2022 for $99. I came back to a Rothys store on October 28, 2022. This shoe is causing me pain. I bought it five days ago thinking they fit. They fit in the store and as soon as I started wearing them, I noticed some pain in the back of the shoe and discomfort in the toe part of the shoe. I may have recycled the box and came in with my other box. I did not know that they couldnt be worn. All I saw was that they couldnt be washed before returning. I have never heard of being completely unable to exchange or return. Can you please explain to me why after 5 days of wearing them, they are unreturnable. The woman in the store suggested to wear them without socks so theyre dirtier than if I had worn socks. I cannot wash them before returning as per your policy.

  Business Response

  Date: 11/02/2022

  Dear Ms. ****, we are deeply sorry to hear you have had a poor experience surrounding the fit of your Rothy's. We stand by our product and hold true that this in not typical of our brand. Per our policy, we do state that in order to make a return or exchange for your shoe, they must be unworn with the exception of trying them on in your home or in our stores. This is to ensure quality is preserved in the case of a return or exchange. However, we understand there was some miscommunication surrounding this process. As a result of this, we would like to extend a courtesy offer and issue you a full refund fo your purchase. We hope this resolution suits you best and that you are able to find a better fitting pair of *****'s in the future. Please feel free to gift or donate your current pair of *****'s after cleaning them. We appreciate your candor and thank you for choosing *****'s. Please reach out with any further concerns! 

• Initial Complaint

  Date:09/27/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pair of shoes from *****'s on 9/9/22 and paid $109.37 (through PayPal) with the help of a coupon for a pair of size 8.5 shoes in Dragon Fruit color (order #**********). I was informed I could get a refund or store credit when I returned the shoes. The company never asked which I preferred (credit vs. refund), claimed I selected store credit, and then refused to give me a refund (despite this being advertised every step of the way). They will not refund my money and are saying they can only give me credit. I believe this is fraud, because it says all over the website you can get a refund.

• Initial Complaint

  Date:09/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to obtain a "Medical Professional Discount" of 30% off that is offered by *****'s multiple *********************** over the past week (today is 9/15/2022). I have submitted all of the listed eligible documents (nursing ID badge, recent pay slip, nursing license) and each time I submit the documents it tells me that they are not eligible. This service is via SheerID. I have submitted a "Contact Us" submission through their *********** to try and resolve the issue but have not heard back.

  Business Response

  Date: 09/18/2022

  Dear ****************,

   

  Recently we were informed of an issue where your practice was not found eligible for our SheerID offer. We wanted to first reach out and say we are sorry for the inconvenience of having to figure this out. I have emailed you a 30% SheerID replacement code, valid through October 31st, 2022. Secondly, while we are unable to update the list to include your current practice as this is something ******* does from a national database, we kindly ask if you have this issue again to reach out directly to *****'s support in order to have assistance in being offered a replacement SheerID code. We appreciate all of our workers and want to see to it you get your discount as well! 
  
  
  Again, we are sorry for any disappointment caused. If you have any future concerns or issues, please reach back out to us. We hope you have a great rest of your weekend! (: