ComplaintsforMerrell.com
Shoes
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Complaint Details
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Initial Complaint
01/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received these pair of Merrell Hiking boots as a birthday gift in March 2023. They saw really light use until July because I had another pair of hiking boots. About 2 months ago The sole started peeling off in chunks delaminating from the layer under. I reached out to customer service since they were still under the 1 year warranty and it took several weeks to get back to me before saying that it was not a warranty issue. I'm not sure how the quality of workmanship is not a warranty issue. Te sole of these shoes continues to peel off.Business response
02/08/2024
Warranty can be viewed on our website. Per this policy if the consumer doesn't have a proof of purchase we go by the manufacture date on the footwear. Based on this the shoe was made in 2017. As it is a gift we are unsure when purchase or where. We do have to follow our warranty policy.Customer response
02/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
this is clearly a manufacturer defect. The glue that holds the shoe together should not deteriorate. I will not be buying another pair of ******* shoes and I will continue to let everyone interested that I have had terrible luck with these shoes and the company does not stand behind their product.
Regards,
*********************Initial Complaint
01/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
It has been a nightmare dealing with this company! A 3 month process to order and return shoes! Ridiculous. And now they still have not refunded my money!! I want the $80 back in my account NOW!My order # - W1083420322Business response
02/08/2024
The Consumer returned on 12/26. We did have a system issue with refund as part was Gift Card. The refund was completed on 1/14.
Initial Complaint
06/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 1/1/2023 I ordered Merrell Moab 3 Mens Waterproof shoes size **** Wide (J035855W) from Amazon. The shoes leaked and got wet inside. They were not waterproof. I initiated a warranty claim through Merrells online form, support case number ********. On 1/13 ******* requested photographs again, which I sent. I heard nothing back. I called but did not get a satisfactory resolution, other than to be told to resend pictures of the shoes, which I did on 2/27. I called back but the pictures had not been received. Support said they had technical issues and gave me a personal email to use. Support said that the waterproof shoes had quality issues, but that the Goretex version of the shoes worked well and they could send me those instead. I sent pictures to her and this moved the case along. I also requested on 3/3 to receive the Goretex version of the shoes, rather than the base waterproof model. I received a request for additional information, and on 3/6 I provided the receipt from Amazon.I got replacement shoes, of the same waterproof model. But, they leaked immediately. They were not waterproof. I emailed on 3/21 to request they send me the Goretex model. I received a canned response, asking again for photos, receipt, etc. I responded that they had that information and that I would not keep going back and forth with them in this manner. I have liked ******* shoes, but I am disappointed in their customer service and the misrepresentation of a shoe as being waterproof when it is not.Acceptable resolutions would be either:1.Merrell send a check for $117.32, which is what I paid Amazon (shoes $108.38 + tax $8.94).2.Merrell send the Goretex model, assuming it is actually waterproof. I do not want to receive the base-level waterproof shoes. If the Goretex shoes also prove to not be waterproof then I would like to get a refund as above.I also request that Merrell stop advertising a shoe as waterproof when it is known to not be waterproof.Initial Complaint
06/08/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I buy my shoes before the ones I am wearing wear out. That is why so much time has gone by. I think I bought them about 2 months ago. I wore them for 3 days and this happened to them. Under their warranty they do not cover this kind of damage. I have been buying footwear from them for years. I never had any problems with any I had bought from them until this pair came along. As far as I am concerned it is a bad way of them doing business.Initial Complaint
06/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Shoes are defective. Barely used the shoes and the liner inside of he heals tore at the 3 month ***** Contacted them on chat they play games and give you the go around. I filled their form out and submitted it they said that they did not receive it. I called there customer service phone number twice and when you press option 1 to speak to a customer service agent the call is never transferred it just keeps repeating the companies department option list. Three different people on their websites chat refused to take my report for the defective shoes. These shoes are poorly made.Initial Complaint
05/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a pair of Merrell shoes on Amazon.com less than one year ago. The shoes fell apart and I timely submitted a warranty claim on merrell.com website. This company denied my claim stating it is normal wear and tear and that the seller I purchased from is not authorized. I had no knowledge that the seller on Amazon is not authorized. I contacted Amazon and was told that ******* has the option to restrict sellers of their product to only authorized sellers. ******* did not restrict this seller. If ******* wanted to they could have eliminated this seller on Amazon but they did not.Initial Complaint
02/15/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello,I'm filing a concern because unfortunately, ******* made an inadequate product, yet they will do NOTHING about it.I'm writing this in regards to order #W1060071465. Item Number: JMF26667-425 is quite frankly a poorly poorly designed product. This product is a single pair of jogger pants. Unfortunately, the product cannot be used appropriately due to the fact the pockets are poorly designed. Whether you are standing or sitting with these joggers on, you will not be able to hold literally ANYTHING in the pockets without them falling out. This is the most ridiculously designed product I have ever seen. How this product was actually green lit and approved by your team is dumbfounding.Unfortunately, I did not find out about this aspect of the pants until after I removed the tag of the item. Apparently, ******* has a very very strict return policy, even if they are the ones at fault.Your customer service staff has been quite ignorant and condescending thus far.I'd like a refund for this product that is UNUSABLE. Will gladly send back the joggers if you wish. Your company made a mistake with this design, it simply isn't worth what I paid.Business response
02/22/2023
Hello *******,
For claim # ******** for *******************************, we have refunded him for the jogger pants.
Thank you,
****************************************************
Consumer Relations Supervisor
Customer response
02/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*******************************
Initial Complaint
12/26/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I made a purchase from Merrell.com on 11/26/2022; I began receiving about two marketing emails per day after. I used the unsubscribe bottom on the emails, but the email frequency never even slowed down. I then contacted customer support, and requested to be taken off their email list. On 12/13/22 I received an email response from ****, saying that the unsubscribe request has been sent to the ******* marketing team. Here we are 13 days later and my mailbox is filled with unsolicited emails--13 of them are from the past 8 days. I warned them that if they didn't remove my email address, I would post a complaint on the BBB website.If you make a purchase from Merrell.com, you will have to change your email address--unless you want to be bombarded and harassed daily with never-ending advertisements to filter though. Their unsubscribe link doesn't work, and neither will contacting them to be removed. Purchasing from Merrell.com is a mistake I will never make again.Initial Complaint
11/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order for 3 pairs of Merrell shoes for $248 through Affirm. Before the order from ******* was even processed, ******* notified Affirm and myself they were unable to fulfill the order for one of the pairs of shoes ($125 cost). Leaves me with 2 pairs of shoes that were delivered to me. I returned both pairs of shoes because they did not fit. My Affirm account was credited $143 on 10/4 for the returned shoes. Now I have no shoes- 2 pairs returned, one cancelled before the order was fulfilled. Affirm tells me I owe them $113.45. I have no product and they tell me I owe them $113.45. I call ******* who report they changed the amount billed to Affirm when they could not fulfill the order of 3 pairs of shoes. Affirm tells me ******* never made such a change and charged the full price originally ($248). They report ******* has only issued me a partial refund. "He said, she said" and this leaves me being told by Affirm I need to pay $113.45. I HAVE NO PRODUCT AND RECEIVED NO SERVICE. How do I owe anyone anything, much less $113.45??!! I have already paid $44.15 of this, or my hard earned money for absolutely nothing. Something stinks and neither one of these companies want to step up and explain (and show evidence of) what really happened. Stay FAR away from using Affirm and particularly Affirm and ******* together. I am very disappointed in Merrell, I have spent a lot of many on their products over the years and the rep I spoke with of theirs was not helpful and had an attitude. I am submitting this complaint for Affirm and ****** as I still do not know which company is at fault. Neither have taken any ownership.Initial Complaint
07/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 5/20/22 I purchased a pair of Merrell Moab 2 shoes from a store near my home in **************, **. Since that time I have worn the shoes 6 different times for hiking trips. On each occasion blisters on my feet have been an increasingly worse problem. After the first couple of times wearing the shoes, the blisters were mild, and I assumed I needed to break the shoes in. But after a few more trips, the blisters became worse and worse. I tried to make several adjustments to the shoes, including loosening the fit, tightening the laces, wearing specially-designed hiking socks, double socks, etc. None of the adjustments I tried to make worked. The blisters on my feet are so bad now that I have mobility issues. I have attached images that show the blisters, caused by Merrell's Moab 2 shoes. I live in a warm climate and understand that humidity can make this problem worse. However this was never an issue all last summer with my other shoes, from a different company. Merrell needs to stand behind their product and do the right thing and issue me a refund. There is no other acceptable outcome for these shoes that have made my life miserable. I am in pain caused by this company's terrible product.
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Customer Complaints Summary
11 total complaints in the last 3 years.
2 complaints closed in the last 12 months.