To set the stage, I cannot give you the Readers Digest version for this review.
I live in Dublin, Ohio and have done business with Vance's for nearly 40 years and have spent thousands of dollars there, primarily at their Columbus, Ohio, Cleveland Avenue location. On 11/19/14, I was hunting in the Hebron Ohio area. On my way back to Dublin, I purchased a pair of Rocky boots, as a Christmas gift, from Vance Outdoors Hebron Ohio store, which is ~ 45 miles from where I live. Vance's almost never has boots (especially ones that are on sale), at their Columbus, Ohio, Cleveland Avenue location. The recipient of the boots wore them for the first time, to hunt, on 1/4/15. While walking to his deer stand, the boot on his right foot was putting pressure on his ankle (........the boot was defective). Upon returning to his vehicle after his morning (stationary in his deer stand hunt, he was not walking around in them for hours), he took off these boots and put on a pair of boots he usually hunts in. On 1/8/15, he took the boots, in the original box, with all of the tags etc. that came with them and the original receipt, which I gave him, to Vance Outdoors location on Cleveland Avenue in Columbus, Ohio, to return them. When he attempted to return them, the return was refused by an associate named Jim. The basis for the return refusal was that the boots were worn. Duh! How is one to know if a pair of boots is defective, until you have worn them? I would like to add that other than the defect that was in the boot, the boots were being returned in pristine condition. He was told that since they were purchased at the Hebron Ohio location, he could try to return them there, since that is where they would have to send them if they accepted the return at their location. Remember the Hebron location is ~ 45 miles away. I know for a fact that products are shuttled between Vance locations on a semi-regular frequency. I have had products shuttled for me on several occasions. Vance's in Columbus, OH and Vance's in Hebron OH, are the same Corporation, they are just located in different areas of the state. Vance's competitors do not take this position on this type of issue. It does not make any sense to me why Vance's takes the position they do on this type of issue. The return could have been accepted at Vance's Columbus, Ohio, Cleveland Avenue location and sent to their Hebron, Ohio location via the aforementioned shuttle.
I am extremely disappointed in the lack of customer service and lack of common sense/good judgment that was exhibited.
I cannot believe that this is the position that Vance's takes, for returns between stores, especially on a product that is DOA.
To return the boots at the Hebron, Ohio location would not be cost effective.
My rating of Vance's is based solely on the handling of this issue, as outlined in the review. This is one review that should allow a rating of ZERO.
EXCERPT FROM ROCKY'S WEB SITE
IF YOU PURCHASED THROUGH ONE OF OUR AUTHORIZED ROCKY BRANDS DEALERS
We require that you return any items purchased from an authorized dealer to that particular merchant. If you purchased from a dealer: All returns must be accompanied by a dated receipt and returned through the authorized dealer where they were originally purchased. If you find a problem with your purchase, just return them to the store where they were purchased. Please do NOT send your purchase back to ROCKY. Without a return authorization number, we are unable to accept return packages. Any authorized dealer can provide a return authorization number which allows us to track the product shipment and problem with that particular shoe or boot. read more
