ComplaintsforTimberland

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Initial Complaint
08/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved 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.
Initial Complaint
04/15/2024
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.
I am apalled and disgusted by the poor quality of Timberland work boots. I am a full-time mobile mechanic. I paid a lot of money for these boots less than two months ago. They are falling apart. Timberland falsely claims on their website that their boots can withstand harsh work conditions. They clearly cannot.
Customer response
04/16/2024
I purchased the boots brand new. There are certain expectations and standards in society when purchasing new products. Further, their own website markets their boots as being durable and built to last. That is not the case. Based on their marketing materials, I was led to believe that these were high-quality work boots. They are not.
Business response
04/18/2024
We have no record of this Consumer contacting us. 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. We are happy to help, but for the issue to be addressed properly, we recommend this Consumer submit a warranty claim. The process is simple and convenient and the instructions on how to submit a claim may be found on timberland.com. We look forward to hearing from this Consumer so that we may communicate directly with him.
Initial Complaint
03/18/2024
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 purchased some new white ledge boots as I usually do on February 16th, 2024 online. I had issues with the boots not being water tight, which they should be, and even just rain would cause water to go into the toe box of the boot. I attempted contacting customer service with a warranty claim, and it has been almost over a week with no response. Their products are great, but when it comes down to there being a problem with one of their products, you get no response.
Business response
03/20/2024
We confirm that this Consumers warranty claim is currently under review, and they will receive a response as soon as possible upon completion.
Initial Complaint
03/15/2024
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.
I purchased the classic yellow Timberland boots 5-6 years ago in a Timberland store while vacationing in Amsterdam.There is a defect inside the left boot, on the tongue of the boot, causing pain while walking.I returned to the store in *********, and they told me that this is leather and the leather will expend.I therefore did not wear the boots more than 10 times so far, since the boot did not "expend" and the pain persisted.I recently contacted Timberland *** saying this is a production default (as opposed to a usage default) and the product couldn't be used at all. Timberland *** redirected me to Timberland ******.Timberland ****** tried to fix the left boot but without success.I received an offer to purchase a new pair of boots with a discount.Unsatisfied with this solution, I contacted again Timberland *** by email.I received no response from Timberland *** since February 18.My claim is that I could not use the product since the beginning because of a production default.Therefore, the warranty should occur, even if I turn to Timberland a few years after the purchase.My request is to change the product to a new product.
Business response
03/18/2024
Timberland products are warranted to be free of defects in material and workmanship for a period of 12 months for the date of purchase. This Consumer could submit a warranty claim through the official *********** Timberland website or return to the store in *********.However, based on this Consumers description, the boots are 4 to 5 years outside of the warranty period and may end up with same result. In *****************, we may have made the same offer as a one-time courtesy, but if they wish to continue to pursue, this issue needs to be handled locally within this Consumer's country.
Customer response
03/18/2024

Complaint: 21420229

I do not accept the business's response as a resolution to my complaint because:
1. This is a defect in production. Not due to use of the product.
2. I did go back to the store and they told me to wait for the leather to soften obviously this can not be a solution because the defect is in production and using the boots cant fix it
3. TIMBERLAND ****** is not providing a solution to replace. They offer a discount on a new pair. But why should I buy a new pair of the ones I bought before have a production defect and I could never wear them ? Makes no sense
I request a replacement of the product due to manufacturing default.
Sincerely,

*********************
Business response
03/25/2024
We restate and stand by our original response to this Complaint. A period of ************************************************************************************************************** workmanship of a Timberland product. This Consumers boots are substantially out of the warranty period at 5 to 6 years of age but as a courtesy, was offered a discount towards a new pair. We believe the handling of this matter was appropriate and support the decision made by Timberland ******. Due to the age of the boots, they are not eligible for refund or replacement under our limited warranty.
Customer response
03/28/2024
Complaint: 21420229

I do not accept the business's response as a resolution to my complaint because:

As written before, when I went back to the store to complain about the pain, they told me: Wear the boots and the leather will expand and soften.

That did not happen after wearing them more, and I therefore put the boots aside.

Again, this is a production default and should be treated as such.

This is not a case of default due to use (for example, a rupture that occurred due to use of the product).

As example, Lexus, the car maker, had a default with the dashboards of their cars which appeared only after 8-10 years. Nevertheless, ***** replaced dashboards all over the world. I personally know such a car.

Product should be repaired and since not possible, replaced. Even the store in ****** can testify that I didn't use the product.

Sincerely,

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

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