Business Profile

Retail Shoes

Timberland

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Timberland's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

80 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/11/24 at 11:44pm I ordered 2 mens classic timberland boots in black and in wheat. When I checked out the site erroneously updated to 2 wheat boots as I was selecting my ****** information and it confirmed $356.50 order. I immediately sent an online chat to get the colors exchanged to no avail so I emailed the company requesting a color exchange prior to shipping. I then called the following morning to ensure the colors exchanged was changed I was given the run around waited on the line for almost an hour. The technician provided she would get in contact with the warehouse to exchange the colors prior and I would receive an email; nothing happened! I called again once again the technician suggested they could get it changed and still nothing has happened. Now I have received a shipping notification with the same incorrect color boots and the promise for it to be delivered in 3-6 business days and its still not moved! To my point there was many opportunities for the boots to be exchanged, intercepted and corrected but timberland refuses to make it right. I even suggested changing the shipping address so I could exchange the boot myself since it was going to a terrority to my elderly father who could not do this and even that associate said they could do it and still they have not done anything! This process has been a nightmare! I want a refund at this point this process has been complicated and could have been simply resolved with an exchange. Timberland really needs to revise their shipping, processing, exchange policies during the holiday this was unnecessarily complicated.
Business Response
Date: 12/18/2024
Upon review of this Consumer's specific circumstances, Timberland has issued a full refund. Thank you.
Customer Answer
Date: 12/18/2024

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. Thank you for resolving the issue.

Sincerely,

******** *****
Initial Complaint
Date:12/14/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a pair of authentic timberland boots from a third party seller received boots and they ripped apart upon second use called Timberland corporate and they were more than happy to help at first. I provided photos receipts the store I brought it from dates, etc.Then had sent me a warranty form to fill out I answered all questions and filled out the form correctly. I have attempted 2 times within the last month to have a follow up call or email regarding this issue and they have gone silent. The company should stand behind their product, especially after all evidence was submitted boots should not rip second time wearing for a casual event very embarrassing to say the least and Im sure Timberland doesnt want that type of quality issue going forward I feel like they have ignored me and hope that I just go away will never purchase a Timberland product again nor any family member or friend if I can make that happen
Customer Answer
Date: 12/16/2024
******** complaint- issue corrected than you
Business Response
Date: 12/16/2024
Timberland apologizes for the delay in responding to this Consumer and a warranty agent will handle immediately. Thank you.
Customer Answer
Date: 12/16/2024

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
Date:12/06/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
November 8, 2024 I made a purchase on ************************ for the espresso waterproof super boot in which I paid $283.08 after taxes On November 13th my order was supposed to be delivered to my grandmother house because shes always home to get packages as I work. The package was being delivered by ***** whom never knocked on the door or even gave proof of where the package was left. Ive contacted timberland customer service on numerous occasions for them to give no resolution on the lost package but assured me that they would put in a claim for a lost package which was never did because Ive contacted ***** inquiring for them to assure that no claim was ever made for lost package everytime Ive contacted timberland I was told to dispute it with my bank which I did for them to deny my claim because I couldnt provide them with anything stating the package was lost when the customer service representative I spoke with stated they would put in a claim for the lost package I have screenshots of the chat conversation
Business Response
Date: 12/12/2024
Due to the specific circumstances surrounding this Consumers order, Timberland has issued a full refund as a one-time accommodation. Thank you.
Customer Answer
Date: 12/12/2024

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,

Sateima ******
Initial Complaint
Date:11/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Timberland consumer for over 50-years. I am a real shoe guy or nut with over 100-pairs of shoes; with about 60% being Timberlands. Timberland has accepted that my Timberland products were purchased under the "Lifetime Warranty," so Timberland has honored this on products that showed defects. **************** managers have honor this arrangement until the year 2022, when they accepted a few and later that year slammed the door. I understand warranties can change, though products purchased under the Lifetime Warranty should be honored. In addition, Timberland changed its design and marketing focus that did not match the original quality I loved with Timberland. I have stopped purchasing Timberland since 2022 and tried hard to sell off my Timberland products to mitigate damages. I still have one defective Timberland pair from 2022, that should be honored. I also have $1,280 in unused Timberland Gift Cards that I want fully refunded.
Business Response
Date: 12/12/2024
This Consumer has a long and extensive history with Timberland. Our records confirm that dating as far back as 1996, he has submitted at least fifty-five (55)complaints. Consequently, our position remains the same regarding this matter and refer this Consumer to the communications sent directly to him by our Director, **************** E-Commerce on September 28, 2022 and January 5, 2023, respectively.
Customer Answer
Date: 12/13/2024

Complaint: 22516754

I do not accept the business's response as a resolution to my complaint because:
Timberland has a duty as they advertised on their products sold under the "Lifetime Warranty," and it is unjust for a consumer to have its warranty claim door slammed into his face. I do not wish to purchase Timberland, as its styles have changed towards a younger focus group. I am not making a claim on products received after this so called cancellation of my being grandfathered. I am asking that Timberland cash out my gift cards valued at $1,280 and replace one pair that was purchased under this lifetime warranty. All other Timberland shoes will be sold off by myself to the public.
Refund my gift cards: $1,280 plus replace one pair of **** *** shoes previously purchase under Lifetime warranty.
Sincerely,

**** ****
Business Response
Date: 12/16/2024
Our final statement is that Timberland has gone over and above to accommodate this Consumer over his documented 28-year history of submitting warranty claims. He will not be given the cash value of the Timberland gift cards he continues to hold for years and refuses to redeem. Timberland considers this matter closed.
Initial Complaint
Date:10/18/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:09/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:09/20/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed and order. Order #********. This order was never delivered to me, I would like a refund or replacement please.
Customer Answer
Date: 09/25/2024
I made this purchase on September 14 2024
Business Response
Date: 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 Answer
Date: 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

Date:08/16/2024

Type:Product Issues

Status:

Answered

Resolved:: The complainant verified the issue was resolved to their satisfaction.
Unresolved:: The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:: The business failed to respond to the dispute.
Unpursuable:: BBB is unable to locate the business.

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

Date: 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 Answer

Date: 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,

***************************

Customer Answer

Date: 11/14/2024

Well this is now the second time filing a complaint, my other complaint was "resolved" as Timberland agreeds to issue a refund, sent the email they requested with mailing address and they did nothing. Very poor that they agreed to resolve the issue on BBB but didnt follow through

Business Response

Date: 11/15/2024

It with our sincere apology that there may have been an error in the email address as we cannot locate any communication since July 16,2024. We ask that this Consumer please send another email to ***************************************** ATTN:***** or ***** and the request will be expedited. Thank you.

Initial Complaint
Date:06/24/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Company has refused to provided me a refund after they received my item back. I have provided my invoice and track# below.
Business Response
Date: 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 Answer
Date: 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 Answer
Date: 07/02/2024
It has been almost a month and I have yet to receive my refund.
Business Response
Date: 08/15/2024
Timberland confirms that this Consumer received a refund on July 3, 2024.
Initial Complaint
Date:06/21/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 Answer
Date: 06/27/2024
The business responded to my messages and resolved the issue. I would like to retire the complaint

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Customer Answer

Timberland is NOT a BBB Accredited Business.