I used to have good experience with Rockport shoes quality and haven't pay attention to keeping the receipt in order to be able to claim refund when the Rockport shoes start falling apart soon after purchase. This is what actually happened to the shoes I bought at Rockport Toronto in April, 2009. The thread keeping the top of the shoes together broke after I have had them on my feet no more than 15 times.
The Rockport store manager I met on Sunday August 30, 2009 was considerate and agreed to give me refund if I produce the purchase receipt. Otherwise she offered to replace the old shoes with the new one of the same kind. The price for the shoes I have bought went down from approx. $220 to $100, perhaps because more people registered with the problem I have experienced. Unfortunately there was no my size replacement shoes available in the store and my preferred option was refund or replacement with the other shoes available in store.
I went home to look for the receipt, couldn't find it, returned next day with printout from my bank account debit transactions with information about purchase date, amount paid and store name on it.
I met another store manager on Monday, and presented him with the debit account extract information. The store manager manager refused to consider the debit account extract as a proof of purchase and after short conversation not to his liking barked "Out" and threaten to call security if I don't leave the store. The friendly and considerate members of Eaton Center security workers arrived and were helpful by asking the rough store manager to provide the information where I can appeal his decision to reject my debit card statement as a proof of purchase. The manager gave them number 905 727-0704 to call. Unfortunately the given number is not in service.
The lesson learned. Don't trust Rockport brand. Don't assume that more money paid will give you more product quality or polite treatment by the store staff. Keep your purchase receipt in case something will go wrong.

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!