I just had some awesome service, for some awesome boots. I love Rockport for their comfort and quality, I just wish they had more fashionable shoes to choose from!
Oh well, they’re better than they used to be!
Here’s the letter I sent to customer service about my experience today:
To Whom It May Concern:
Today I was delightfully surprised by some excellent customer service I received at your Eaton’s Centre Toronto location, and I thought you should know about it.
First let me start by telling you that my dad loves Rockport shoes. Seeing as I’m a 23 year old female, I automatically dismiss anything (like comfy footwear) that my dad likes as “fuddy-duddy old people stuff”. The first time I learned of Rockport shoes, that was what I thought of them. Comfy, practical and perfect for my dad, but not me.
That was until I tried on a pair of your black Tamber boots last year on a whim. Compared to all other heels that I’ve tried, these were an absolute dream to walk in. I snapped up my pair and have been a Rockport convert ever since.
I wore those boots just about everywhere last fall/winter/spring. In fact I wore them so much that I had to get them re-tipped and the spikes re-wrapped. It wasn’t until this summer when I got my new sandals that I was told that Rockport would repair them for free, next time!
Whoopee! I just broke my boots out again for the fall, and unfotunately managed to scrape the leather binding off of the heel this weekend, getting stuck in a grate in the sidewalk. I was pretty upset, but I knew that I could bring them in and get them repaired at my Rockport company store.
Today I went in to have them assessed, and boy am I glad that I did! I received attention from the store manager Dan MacDonald. He took my boots next door to the shoe repairer to find out how much they would cost to repair. They could be repaired, he told me, but they just wouldn’t look the same. So he offered me a brand new pair at no charge. I was thrilled and surprised by this! I was just hoping for a repair, and here I am getting a whole new set of my favourite boots!
Needless to say I am very pleased by not only your company policy, but also by the quality of your staff (and shoes!). I’ve already told 3 people about my positive experience, and will be featuring Rockport in my series of product reviews on my blog (I am often paid to do reviews of products and services, but will also write reviews on products I love for free).
I hope to be back in the store soon for a few more shoe wardrobe updates this season, too! Hopefully you’ll roll out more fashionable and younger additions to your collection.
Please forward this to your company’s president/CEO as I am sure they would like to see some positive feedback from a real customer!
Thanks for the great shoes and service,
-Ginger Corsair
So, if you’re looking for a great pair of shoes with great customer service, I would definitely recommend Rockport. I seriously can’t tell you just how comfortable their shoes are! They’ve got some special technology to make them uber-comfy and durable. I just can’t get enough!
One response to “Product Review: Rockport Boots & Customer Service”
Oh, such a great review! I’ll have to check them out, I’m ALWAYS on the lookout for a comfy pair of boots.