Terrible customer service; Just placed order and tried to modify size after placing order 10 min ago. Spoke with 5 customer reps, after talking with her 45 min later after asking for all my information for the change in order. She tells me she can't modify the order, cancel it, can't change the size, really can't do anything but waste time. But to call back again when I receive it to discuss changing the size. Why would I do that again? Why would you keep the customer on the line to tell them they can't do anything and somehow after getting the order they can actually do something. This is the first order after much anticipation and will likely be the last. I'm very sad and disappointed. I was expecting service similar to Allbirds. NOT EVEN CLOSE.
Review by Jubie Schunigl2 months ago
Honestly there are no words for the customer service which is a shame because their shoes are really great. I placed an order for a pair of shoes and a physical gift card for friend for her birthday. I paid for two day shipping and didn’t hear anything for almost a week. Finally reached out for them to tell me that they would process it immediately. Fast forward to a week later and they still weren’t there so I had to order a digital gift card for my friend. Finally received my original package and they do not let you return gift cards. I understand this, so I went to use the gift card only to find out that my money has not been loaded on it?? Called them and voiced my concerns. They ultimately fixed the issue but did not offer me anything in return for two terrible experiences. Again their shoes are great but I would not waste your time.
Review by Oldnoob3 months ago
Ordering a gift from Rothy's turned into an unpleasant experience.and I will not do business with them again. The order form is unclear and when I immediately called customer service to verify, I was told that I would be receiving the gift and I would just have to mail it myself to the recipient and that customer service could not and would not make any corrections even though I had just placed the order. I then cancelled the order and was told that all such sales are nonrefundable - even though I had received nothing. I recommend you not deal with this company, it has no actual customer service that helps, and they make no attempt to improve. As I say, it was an unpleasant experience and I will so advise all I know.
Review by Sybilsport4 months ago
Rothy's "Customer Service" has ensured that I will never purchase from this company again. Ever. I had issues with sizing as the 1st pair of plastic shoes arrived larger than expected. The return, 1/2 size smaller, was much larger. In my call asking for help w/sizing (go down 1/2 or whole size) I was told in one conversation that Rothy's: Run big; run small; are consistent; are inconsistent; often vary not only from pair-to-pair but shoe-to-shoe within a pair; the company produces many lemons & it is a gamble finding the right pair; and...maybe my feet are shrinking & growing. Within a week? Further, I was promised follow up by a manager by the end of the business day. Never happened.
Three exchanges and no shoes later I am very upset with script - reading "I understand your frustration" robots that simply tell me to call later as well as form email replies. In the mean time, I found a comparable pair on, yes, Amazon that seem just fine. Also over a hundred dollars less.
I don't care if these shoes, if I ever receive a pair that fits (both of my feet which grow & shrink daily) are the answer to all of my shoes problems. The people they hire have ensured that I will never buy again.
Oh yes, one "lady" said to me "of course Rothy's are waterproof. Plastic is waterproof."
No, they aren't.
Review by PhyllisButcher Wreaths4 months ago
People! If you order a Rothy's gift card please check the balance before you gift it. Don't just assume everything is as it should be. My $125 gift card arrived today with a card number the website repeatedly stated was not found when I attempted to verify the balance. I contacted customer service and again the rep could not pull up the card in the system. They quickly mailed a replacement but what a potential embarrassment had I not checked. Not cool.
Review by Ruchaneegone Hedley4 months ago
the products are just soso
Review by Glasgood4 months ago
Great packaging and short delivery time
Review by CarolMatthews Charfa4 months ago
Terrible customer service. I’ve had two separate experiences that played out the same way: place order, hear nothing for weeks on end, receive notice that the order has been canceled at my request and then receive notification that it’s out of stock after I respond. No effort made to make up for the situation. Very disappointed.
Review by Papercrane5 months ago
Pointy flats squeeze my feet, and are so uncomfortable. Get round toe if you buy these.
Review by HingleMcCringle Kannivelu5 months ago
Literally the WORST customer service. Several people have been waiting on orders to ship for 2-3 weeks. Rothy's said there was a shipping issue and apologized, but they then rolled out a whole new line of shoes which people are ordering and are having shipped almost immediately. What about your backlog?? Meanwhile I've been waiting 2 weeks for shoes that were NOT a new release and should have been shipped quickly and that I already was charged $145 for. This is the last time I shop Rothy's. When I ask customer service their response is "it's still processing". Right... it's been processing but you are filling new orders fast? This isn't a small company anymore. They charge a ridiculous amount for their shoes and made close to $150 million last year. Get it together. But either way I will not be shopping here or recommending them.
Review by Viswaratha5 months ago
Rothy customer service is the worst! I ordered gift cards and they sent the wrong amount. I have contacted them three times and after being on hold for over 20 minutes I'm told someone will be calling me back and that I will also be receiving a e-mail. Thus far no call back and no e-mail.
I've taken the matter up with AMEX and I know they will get the issue resolved.
Review by Gecko5 months ago
I ordered a pair of shoes (my third pair) and it'll be my last. I got a shipping notification on Saturday. Five days later it's still sitting in a warehouse waiting to be sent out. I emailed customer service who told me they won't do anything about it. I explained that I ordered them in plenty of time for a trip I'm going on (2 weeks ahead) and I'm now four days from my departure. There have been several emails, no solutions have been suggested, they just keep saying "I gave you the tracking information" unacceptable customer service for the price and popularity of the brand.
Review by SammiS Zalim6 months ago
I knew that my daughter wears a size 8 in the flat, so I bought her 8's in the Point. My mistake was buying them well ahead of her birthday. The same size in Points were way too small, but by the time she had sent them back to me the 30-day return window had passed.
At the 35-day mark, I wrote to ask if there were any return/exchange exceptions for gift giving. After an inane email conversation, I was told, "I would suggest donating the shoes if you know someone in need."
This was a $145 lesson and I won't bother with Rothy's again, even though I was already a two-time customer.
BTW, don't wash them, even by hand. They do shrink.
Review by Widdows6 months ago
I ordered a pair of loafers on Sept. 1, 2019 and after about 10 days I emailed them to inquire about my shoes. I received only a generic "we are behind on shipping" response. So today Sept. 19, 2019, I called customer service to find out where the hell my shoes were. She told me that they had been out of stock this whole time, but they were now in stock. What is the chances that the day that I called customer service they would suddenly be in stock.? And if they were in stock, why hadn't they been shipped?? I don't trust that company to be honest or reliable.
Review by Jeredan7 months ago
Terrible customer service. Unknowingly I used a promo code they do not except because it came from a blogger. Not only did they refuse to honor the code, they blamed me the first time customer for not knowing. It has also been almost 4 business days since my order and there has been no shipping notice. I will definitely not be ordering from them again and I’m still not sure if I’ll be keeping the shoes.
Review by XButtonn7 months ago
I purchase a pair of loafers, owned them less than one month, and washed them *exactly* as the directions indicated. They shrank anyway. So I contacted customer service with photos and details. They responded by saying “Unfortunately because the wash instructions were not followed we cannot offer a return/exchange.” So not only do they offer a product that doesn’t hold up when washed according to the instructions, they won’t make it right, AND they blame the customer for the defect. I’ve had better customer service from companies selling much cheaper products. I won’t purchase from them again.
Review by Freedy8 months ago
Love the shoes but had problems the first time around. Now I’m trying to order a second pair and nowhere to put discount code. Customer service guy could barely speak English and kept insisting I had to have an order number when I haven’t even been able to order. Finally had to hang up on him. Want the shoes but very frustrated right now.
Review by Turita8 months ago
I ordered two pairs of shoes in my normal size and they were too small. I submitted a request for an exchange and received a return label immediately. I opted to use the drop off service so I didn't have to re-package everything for shipment and it was quick and easy. I got an email that my shoes in the next size up shipped almost immediately after I dropped the smaller sizes off. Shipping was fast both times. Will purchase from this company in the future.
Review by Aquilah8 months ago
I am so disappointed by every person I've talked to on the phone at this company. For the price of the shoes, I'd expect a much higher caliber of service. I don't even care how good the product is, I never want to deal with this company again.
Review by Catbear8 months ago
Would not recommend this company. I was excited to try them but my first experience was my mom had sent me a pair of Rothy's as a gift. Their team shipped me the wrong order, when I notified them of this (thinking they would be quite alarmed as I received another customers information), they told me this does happen occasionally & asked me to send all kinds of documentation to show I have the wrong order and that I would need to go through an exchange process before I can receive my order. Not sure how this is falling on me as the customers fault? That seems to be their typical response.
Review by Turnbulls10 months ago
My order came in an empty box with no shoes or packing slip 3 weeks ago. Got a generic return response after emailing them twice. Waited on hold for over 10 minutes and then got automated message that they can’t answer call. I’m getting ready to call my credit card company to fight for a refund. I would rate them zero stars and will not order from them again.
Review by Zelis Barriah10 months ago
Love the shoes, customer service is lacking. UPDATE: I have since had to contact them again. This time around they were better and easier to deal with.
Review by RickWalk Poppinghaus10 months ago
Waited on the phone for over 10 minutes. No one ever picked
Review by Ahyrin11 months ago
Hello! So amazing. Cannot wait to go to Vegas and walk all over with these shoes! I have hammertoes (TMI) My 2nd toe is longer and also pushes up. The mesh is so breathable and comfortable!! And holy moly the color options/syles!! I will scream my love for rothys !!
Review by Anndrena Gostynski1 year ago
Offered a return packing slip, but it was never sent. I followed up to get the promised return packing slip, but it was outside their return window, so instead they offered me a coupon to buy another pair of $125 shoes. Why would I try again? They wanted me to buy another pair! File under Nope.