Unpredictable. Unfocused. Just like life.

I have purchased several pairs of Rockport shoes over the past few years. In every case, the shoelaces have broken very quickly, and it is almost impossible to find new laces.

I bought the most recent pair in early February. The laces didn't even make it past mid-April, all of two months later. So I went to their website and sent them the following complaint on May 1 at 12:40 pm:

I purchased my most recent pair of Rockports in early February of this year and as usual it wasn't even two months before the laces broke. Will Rockport be remedying this problem? Are there any places in Canada where I can find Rockport shoe laces?

I received the following response:

Your question has been received. You should expect a response from us within 72 hours. If your issue remains unresolved, please update this question at http://rockport.custhelp.com/...

So it is now May 4 at 7:00 pm, over 72 hours later, and I guess I have a pretty good idea about how much Rockport cares about my repeat business. Or there are just so many other problems that they couldn't get around to me. Fortunately I am very happy with my Sperry Top-Siders.

Is your company failing to respond to customer issues in a timely fashion? Are you driving customers to your competitors? Over something as small as a $2 pair of laces on a $100 shoe?