Rockport Sends Me Same Size Shoes, Different Sized Insoles

If Aaron had different-sized feet, he’d be all set. Well, also if his shoes were different sizes. Neither is true. He ordered some Rockport shoes more than a year ago, then set them aside. When he opened the box, he discovered that they had two different size insoles. How does that happen? He doesn’t know, but Rockport isn’t willing to send him a replacement insole.


How does this happen?

Most of my shoes are purchased from Rockport’s website, and I’ve been wearing the same Rockport size for years, so I tend to buy 2-3 of each at the same time to save on shipping. The other week I took out a brand new pair and put them on, only to notice that the left insole had been wadded and forced into the left foot. When removing the insoles to inspect I realized why: the left insole was a larger size than the shoe. Contrary to the attached picture, my feet (and the shoes) are actually the same size.

Rockport’s “Customer Service” looked at the photo and stubbornly insisted that they weren’t responsible for replacing the defective merchandise because my shoes were actually purchased a month over 1 year ago. Granted, I suppose that I should have done more than quickly try on only one shoe for sizing when I got the pair. I still thought this was all pretty lame, considering that it could have been simple as sending or even selling me a replacement insole.

This is usually where those “they’ve lost a customer for life” messages go, but I still really like Rockport shoes. I like them enough to have since gone to one of their stores, bought the same exact shoe, and return the defective insoles in place. Moralistically sketchy, but I’m still a Rockport customer for life….

That’s loyalty, I guess. We don’t endorse that exchange move at all, but now Aaron does have wearable shoes.

In the end, the best idea for Aaron would have been to take the shoes to a local shoe repair place and ask what they recommend for an insole…or just pick up some inserts at Walmart.

Want more consumer news? Visit our parent organization, Consumer Reports, for the latest on scams, recalls, and other consumer issues.