ComplaintsforTimberland

Retail Shoes

HeadquartersMulti Location Business

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Initial Complaint
10/18/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased an order of socks and shoes on sale on the Timberland website. I used a promo code to pay for my items and after tax it was around $93. They cancel my shoes but ship out the socks instead. I wanted the shoes the most!!! And get this, after talking to multiple people, including business owners, I guarantee you Timberland is running some sort of shady operation. I used a promo code with my shoes and socks, Timberland did not like that so they canceled the shoes so they can sell it to others for a better profit. The shoes were NEVER out of stock, I can guarantee you this!!!! I check every single day on the timberland website and that particular shoe I wanted was still available in my size. Every. Single. Day. They then, without my permission or notice, decide to cancel the shoes, keep my money as of now, it still hasnt been refunded the remainder from the shoes. They ship my socks by themselves only. To whoever is reading this I want to explain something and then ask you a very simple question, Heres the scenario: You see online a pair of shoes you really like that are on sale from a reputable company and you get an extra promo code so you decide to order those shoes for a good price. You decide to get some socks along to match because why not. Without your permission or notice, they suddenly cancel the shoes but decide to ship you the socks instead by themself. The shoes were never out of stock, you check every single day. You wasted your promo code, time, effort, and money into having an order canceled and they insultingly send you just a pair of socks instead. Now the simple question after this scenario, AND BE HONEST: How would you feel if this happened to you? Youd feel scammed and taken advantage of, some manager in a very reputable company just decided to manually take the shoes out of your order to maximize profits for the company. All I want is the original package I ordered. I dont want a discount for the inconvenience, I just want my shoes.
Business response
10/21/2024
Timberland reviewed this Consumers order and unfortunately, the footwear is still out of stock. We apologize for the disappointment. Since the footwear did not ship, this Consumer was not charged. The total order was in the amount of $21.68 for the socks only.Therefore, no refund is due. Although we cannot guaranty when the footwear will be back in stock, as a one-time courtesy, Timberland will price match the footwear from the original order. We ask that this Consumer call and speak directly to a customer service representative to assist with placing the order.A notation has been made to this Consumers original order to honor the price match. Thank you.
Initial Complaint
09/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I just received my order in the mail. Order **********. And the shoes were too small, there is no area on the order slip that you can exchange these for another size! I paid $44.99 for the shoes and $5.00 for shipping. When I go to the website to order a different size here I am being charged a total of $56.99! I am not paying MORE for the same boot that I just ordered!!!! So i called customer service and they don't seem to understand English, I said I want to exchange these for a different size and told me to go to a store when there is NO store located near me! (The main reason why I ordered the shoes online!) I want the same boot, in a bigger size but I am not paying more! I should be able to exchange these online or through the order form and you can't! The person was no help and completely useless!! This is my first time ordering from this company and will be the LAST!!!! So if you cant' exchange the shoes without charging me more then I wont be shopping here ever again and will be sure to tell everyone even on social media how this company operates.
Business response
09/30/2024
We appreciate this matter being brought to our attention. Timberland ***************** apologies for not providing a higher level of assistance. We ask that this Consumer please return the product to Timberland using the prepaid return label that came with the shipment and then email the tracking number to *******************************************************************,Attention: *****. As soon as we track movement with the return, an early refund will be issued, and a notation made to this Consumers record to price match the original order. Once this has occurred, we request that this Consumer call **************** directly to process the pricing override. Thank you.
Customer response
10/02/2024

Complaint: 22344287

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

I did EXACTLY what was said and no one responded to my email. Timberland received the order on Sept 30th and I checked my banking and my order has not been refunded! Why are you lying to the BBB especially customers?

Sincerely,

**** *********
Business response
10/03/2024
Although we admit to falling short in providing the level of customer service we strive to achieve,we deny that any false claims were made to the BBB or this Consumer. The tracking shows that the return was in *********, ** on September 30, 2024, not our distribution center in ************, **. Furthermore, once we are in receipt of a return, refunds are not processed as soon as they come through the door. Our returns policy, which can be found on ************************, states refunds will be credited to initial form of payment in 6 to 10 business days from receipt of the merchandise. We also restate that the name of a customer care supervisor was given in our initial response for the purpose of providing a direct contact to this Consumer. We are happy to work with this Consumer as stated previously.
Customer response
10/06/2024

Complaint: 22344287

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Sincerely,

As you can see by the initial response BBB, Timberland stated quote "Consumer please return the product to Timberland using the prepaid return label that came with the shipment and then email the tracking number to *******************************************************************, Attention: *****. As soon as we track movement with the return, an early refund will be issued!"
Which I did! And I got replies from TWO different people that are NOT *****. Who is *****? AND WHY DIDN'T HE TAKE CARE OF THIS PROBLEM?
I STILL HAVEN'T BEEN REFUNDED!!!! I DO NOT CARE WHAT YOUR RETURN POLICY STATES! This company responded to the initial BBB that......"THAT AS SOON AS WE TRACK MOVEMENT WITH THE RETURN, AN EARLY REFUND WILL BE ISSUED!" you received the item on September 30th! SIX DAYS AGO! This is not considered AN EARLY REFUND! is it?
They are a bunch of liars just trying to respond to complaints but dont follow up on what they initially tell you. I will NEVER PURCHASE FROM THIS LYING SHADY COMPANY AGAIN!
Where is my refund???

**** *********
Business response
10/08/2024
This Consumers refund has been processed and our ************* Supervisor has also contacted them directly by email. Please note that refunds do not post immediately to the initial form of payment which could **** * to 10 business days depending on the financial institution. Thank you.
Customer response
10/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *********
Initial Complaint
09/20/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed and order. Order #********. This order was never delivered to me, I would like a refund or replacement please.
Customer response
09/25/2024
I made this purchase on September 14 2024
Business response
09/27/2024
We are sorry to hear this Consumers report that they did not receive their product. However, Timberland customer service reviewed the carrier tracking information, which included a photo of the location, and confirmed that the order was delivered on 9/19/24 at 11:44 am to the correct address. Since we have proof of delivery, the request for refund or replacement is denied. If there is any chance that the package was stolen, this Consumer should contact their local authorities.
Customer response
09/27/2024

Complaint: 22313878

I do not accept the business's response as a resolution to my complaint because: This order was not delivered to my house, I never received it and would like a replacement or refund
Sincerely,

****** **********
Initial Complaint
08/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered over $1,000 worth of product from Timberland.ca, the sizes were all incredibly wonky and nothing fit so I returned everything. I sent it with the label they provided. The return was delivered with Timberland never responded to my request for the refund. They kept giving me the runaround to talk to a variety of different people. Finally they told me just to "submit a charge back to my credit card company.". Essentially they admitted that they lost my return but refused to give me my money back
Business response
08/28/2024
Timberland investigated this Complaint by conducting a thorough review of our records. Timberland has no record of a package with the return label provided having been received into our warehouse. It is for this reason that a refund was not issued. However, as a one-time only courtesy, Timberland will issue a refund in the amount of $1,192.80. We ask that the Consumer respond through the BBB regarding their acceptance of this resolution and to send an email that includes their mailing address to ************************** Attention: *****.
Customer response
08/28/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided the refund is issued.

Sincerely,

***************************
Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Company has refused to provided me a refund after they received my item back. I have provided my invoice and track# below.
Business response
06/26/2024
June 26, 2024 - A search on the **** website for the **** Tracking Number provided by the consumer, confirms that the return package is still in transit and has not yet been received by the Timberland return facility.
Customer response
06/26/2024

Complaint: 21895059

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Sincerely,

*******************************
Customer response
07/02/2024
It has been almost a month and I have yet to receive my refund.
Business response
08/15/2024
Timberland confirms that this Consumer received a refund on July 3, 2024.
Initial Complaint
06/21/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed order ******** and I changed the addresses in my account but the order detailed it was being shipped to my older address instead of the new one. I have no access to that address, its 5 hours away from where I live now so I wont have access to the package, it will be lost. Order was placed at 8.37 and upon noticing the mistake, i contacted them at 8.40 asking to have the shipping address corrected or the order canceled, to which they responded that the warehouse processes as fast as possible and that the order cant be changed. I have begged them to please help me because I cant lose my package or my money, but they have not answered back
Customer response
06/27/2024
The business responded to my messages and resolved the issue. I would like to retire the complaint
Initial Complaint
06/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bad constructed shoe laces, broke, crusing uncomfortable shoe wearing, potential, and unable to secure footing in shoe properly. This is a safety issue as well. As I can&#**;t stablize my foot in shoe securely.
Business response
06/17/2024
We investigated the circumstances surrounding this Consumers Complaint. It was discovered that two (2) different Timberland customer service agents contacted this Consumer on June 5, 2024 and provided the warranty claim form to him both times. Although this Consumer provided a completed warranty claim form as an attachment to the BBB Complaint,he did not submit to Timberland. He actually replied by email to Timberland only to state what replacement footwear he wanted sent to him. It is also noted that the date on the Timberland warranty claim and Better Business Bureau Complaint forms are both June 6, 2024.

Timberland products are backed by a limited warranty for a period of 12 months from date of purchase from Timberland or an authorized agent. We are happy to continue to help this Consumer with his warranty claim if he submits the completed warranty claim form and ALL pictures as specifically outlined below directly to Timberland:

Internal tags showing style number and size;
Product in its entirety;
Bottom of soles showing tread;
Defective area;
Proof of purchase within 12 months from an authorized dealer or seller; and
Shoe box and label showing size and style information.
PLEASE NOTE: Failure to include any port of the information listed above may result in a significant delay and/or denial of claim.

In conclusion, this Consumer filed a Complaint against Timberland without having gone through the warranty claim process properly. Thank you.
Business response
07/24/2024
Timberland confirms that there was an attempt by this Consumer to submit a warranty claim on July 5, 2024. Unfortunately, the claim form was blank, and the pictures were uploaded via icloud so we were unable to open due to our corporate security guidelines. **************** will assist this Consumer by taking the information submitted through the BBB and forward to a team lead to process the warranty claim accordingly. The Consumer can expect to receive a response directly from Timberland just as soon as the assessment has been completed. Thank you.
Initial Complaint
05/31/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Mar 17, 2024 Paid $107 Shoes are defective. Order #******** I purchased Men's Timberland PRO Setra Athletic Work Sneaker from Timberland.com. The shoes are much too narrow for labeling them Wide. The right sneaker was too tight and the toe area is creasing and hurting the top of my right foot. The right side shoe is defective. I wore 3 times to try to see if it would conform. NOPE. I immediately called and filled out a Warranty Claim. Timberland will not replace them under warranty. I will not buy another Timberland due to poor service and not addressing a defective shoe! I suggest you do not purchase from Timberland as the customer service is terrible.
Business response
06/10/2024
Timberland products are backed by a limited warranty to be free of defects in material and workmanship for a period of 12 months from date of purchase from Timberland or an authorized dealer. Our team reviewed this Consumers warranty claim a second time. It was concluded that the issue may be due to one foot being slightly larger than the other. This is a completely normal occurrence which would cause the right foot to be too tight. There is no indication of any defect, and we stand by the decision to deny the warranty claim. As a gesture of good ****** **************** offered this Consumer a ************************** gift card and that offer still stands. If he wishes to accept, we ask that this Consumer respond accordingly through the Better Business Bureau. The gift card will be sent only upon this Consumers confirmation of acceptance. Thank you.
Customer response
06/10/2024

Complaint: 21787020

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Sincerely,

*******************************
Customer response
06/12/2024
Timberland did not allow any return of the actual brand new shoes. The person at Timberland told me to only send photos to determine the wear use. Which I did immediately. Therefore no inspection by any Timberland Warranty agent can determine the shoe is defective or not. The rationale that my feet or most peoples feet are slightly larger than another is very lame and always a shoe manufactures first go to excuse. I have 100's of shoes and maybe thousands over my 53 years. All shoes fit my feet normal. And IF there is a slight difference in the human foot, it is not an issue with my shoes including any other Timberland shoes i owe OR any other brand.

The right shoe IS not correct. It creases over the top of the toe and foot area causing an uncomfortable rubbing or pressure. YET the left does not. Maybe the crease happened in packaging?

I stand firmly that the shoe is NOT correct. I am not satisfied with Timberland and/or the POOR customer service. I am only hoping enough people will see how they handle customer service and warranty issues to choose another brand who respects the customer. And owns up to manufacture issues from their shoes made in *******.
Business response
06/17/2024
We respectfully disagree with this Consumer and reaffirm the decision regarding the warranty claim. We will, however, extend a final offer of a $50 Timberland gift card which will only be sent to this Consumer upon his response of acceptance through the Better Business Bureau. Thank you.
Customer response
06/17/2024

Complaint: 21787020

I do not accept the business's response as a resolution to my complaint because: a 50% gift card is not acceptable and even more disgraceful Timberland would recommend. I cannot be more surprised at the companies polices and responses. Very sad. No.

Sincerely,

*******************************
Initial Complaint
04/30/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Timberland has refused to respond with regards to refunding shipping charges per their policy. It would also appear that their customer service agents may have spent some time charging things I did not order.
Business response
05/15/2024
Timberland **************** has been working directly with this Consumer over the last few months.With respect to the one (1) order in question, we are happy to resend. If this offer is acceptable, we ask that this Consumer let us know by responding through the Better Business Bureau. Regarding returns, our policy states that Timberland includes a pre-paid return shipping label with each order, or a label may be downloaded from Timberland.com. We do not refund shipping costs.Thank you and we look forward to bringing this matter to an amicable resolution.
Initial Complaint
04/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I believe no one will keep the receipt for those only RM100-200 product. Furthermore I did not expect Timberlands quality as such , so I did not keep the receipt. I attached the tag for you (pls check the email that I sent to cs-**************** )to shows its a new batch t-shirt and also a wrong email (contact ********************************* been given by Timberland GPO. I bought it for my husband CNY first wear and not realize at all about it until the second wear and washed is on beginning of March 2024 , I reported direct to Timberland GPO on 2/3/2024.Unfortunately they gave me a wrong email information to sent it to Timberland to make complaint on the same day 2/3/2024. I did not receive any respond after sent an email to wrong Timberland email address on 2/3/2024 and I contacted Timberland GPO again to ask further on 27/3/2024. Then only they gave me a correct email ( cs-****************)******** Timberland General Inquiry insisted asking for the receipt . I would say if I dont receive the refund of RM189( if not mistake ) I got no choice to inform public by social media about the quality of the timberland . Please do refund of RM189 as soon as possible. Im really run out of patient . Thank you
Business response
05/01/2024
The email address for Timberland in ******** is ****************************************. If a refund is warranted, we would be unable to process from *****************. We suggest that this Consumer contact the team based in ******** in order to be assisted properly. Thank you.

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