8 Customer Reviews
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Review from Caryn F
1 star01/02/2024
I would give them a ZERO if possible. I have been given the ring around of call this person, call this person, this person sends me back to this person. It has been hours. No one will assist. I have a gift card with over $75 on it that I cannot use. Calling the 800 number on the gift card I get the correct balance. Timberland and **** **** are not taking responsibility but sending me to each other. This is ridiculous. You can be sure that I will no longer be a customer and will pass this information on.Review from Yasmina W
1 star01/19/2023
As others have complained, this company falsely advertises their processing and shipping times. I have been waiting over a week for my order to be processed and have reached out through email and chat to only be told that "This is normal and that they do in fact include their processing times on their site BUT THIS IS FALSE! I hope I end up getting my order soon, however I WILL NEVER SHOP TIMBERLAND AGAIN!
Timberland Response
01/25/2023
We apologize to this Consumer if we have not met their expectations with regard to order delivery. We do respectfully disagree that Timberland falsely advertises processing and shipping times. The full terms of our shipping policy may be viewed under the Help Center section on our website. In addition, we periodically updated our website throughout the holiday shopping season specifically due to high volume. Orders are shipped on business days only, Monday through Friday, excluding U.S. federal holidays. Our distribution center was closed on Monday, January 16, 2023 in honor of Martin Luther King Jr. If this Consumer would like to discuss the matter with a Customer Care Team Supervisor, we ask that they please send an email with all order details to ***************@vfc.com, attention Ross, who will be happy to assist directly. Thank you.Review from Shirley B
1 star01/05/2023
Order still pending after 10 days but they don’t allow cancellations. At this point I don’t even want the boots anymore but can’t cancel. Terrible policy. ** **Timberland Response
01/06/2023
We apologize for any confusion but this Consumer’s order has been cancelled. Thank you.Review from Moire C
1 star12/17/2022
I ordered a pair of boots on site on Dec 4. Was told 4-6 days processing and 4-6 days ship - they changed terms due to busy holiday sales - reached out to customer service 5+ times and was told they could cancel before shipping - been holding over 50 minutes with no response . I want a cancellation and immediate refund - this is not helpfulTimberland Response
12/20/2022
We sincerely apologize for the delay and inconvenience caused due to this Consumer not having received their Timberland product. We have their contact with us noted and are trying our best to cancel the order but due to the high volume we are experiencing, it is difficult to stop once in process. Timberland truly appreciates the patience of our customers and please be assured that we are taking additional, pro-active, steps to process and ship orders as fast as possible. Timberland will issue a credit today but if the order is also delivered to the Consumer, they make keep it or return to us.Customer Response
12/20/2022
Thank you very much - I am satisfied with the note and decision - I appreciate them taking care of it so quickly .Review from Russell L
1 star12/10/2022
Got a pair of worst quality boot last Christmas, used 3 times in the rain to work in the ER room, big crack in the front boot; contacted customer service they replied it's not covered by warranty (claim #******** they determined that the product was manufactured more than 12-months prior to its submission for quality review), my hospital lawyer mentioned if I fall/slipping in the surgery room with this defective unsafe product, she can help me to sue Timberlands. Timberlands state that its manufactures products using the highest quality materials and craftsmanship. However I think Timberland product at very bad like their customer service. Don't waist your money, go buy other brand and be safe!!!Timberland Response
12/23/2022
Timberland does have a limited warranty on our products purchased directly through Timberland or an authorized dealer. This Consumer’s warranty claim was denied due to the boots having been manufactured in 2013 which makes them nine (9) years out of warranty. It is also important to note that the boots were purchased through Amazon and described as “used”. If this Consumer wishes to further discuss the matter with a member of our Customer Care Team, we ask that they please respond through the BBB. Thank you.Review from Wael A
1 star02/02/2022
I bought a pair of boots After 2 month the leather got ripped. When i contacted them they replied it's not covered by warranty. I used to wear them to the office. Timberland product at very bad like their customer service. Don't waist your money, go buy other brandTimberland Response
02/03/2022
This Consumer's warranty claim was denied as the inspection resulted in a determination that the leather was damaged above the midsole seam and the rip was not caused by a defect.Customer Response
02/03/2022
I went to Timberland Chicago downtown and the manager checked it and he agreed that it is covered by the warranty but he cannot give me a new pair or a store credit because i bought it online from more than 2 month, he gave me a claim form and he told me that i have to email timberland and they will send me a new one or if they don't have the same model i am gonna receive a credit.Timberland Response
02/09/2022
Based on the scenario described by this Consumer, we can only deduce that the store manager was unaware that an inspection had already taken place. We stand by the decision to deny the claim and reaffirm our previous response. If this Consumer wishes to discuss further, they can send an email to the attention of Ross V. at ***********************. Thank you.Review from Anonymous A
1 star11/27/2021
I ordered a pair boots from Timberland and sent them back via UPS. I called to get an update on my return from customer service and was told the boots were received on November 17th, however; I haven't received any notification about my return and was told it could take up to 20 days to process and receive my refund. This is unacceptable and it was my first and last time ordering from Timberland.Timberland Response
11/29/2021
Timberland makes every effort to process returns as quickly as possible and we are sorry that we fell short of this Consumer's expectations. Upon confirmation of receipt of a return at our Distribution Center, , "...a refund will be credited to the initial form of payment in 7 to 10 business days...." as stated in our return policy on ******************. It should be noted that processing time does vary seasonally. The Consumer states that the return was received by Timberland on November 17 therefore, 10 business days would be December 1 which is within the estimated timeframe. Thank you.Review from Melinda Y
1 star11/02/2021
Problem ordering online, positive I ordered a size 12, double checked! Then status on email states I ordered size 10N. There is no way!! This is a scam!! Won't change or cancel any order! Now need to fork out another $200 for boots and wait forever for a refund!!Timberland Response
11/03/2021
This Consumer contacted Timberland today and was advised that although a cancellation was submitted, it was too late to be cancelled at our Distribution Center. However, we did validate that although the order confirmation was wrong, the correct product and size is being shipped and we are investigating as to what caused this error to occur. We apologize to this Consumer for the inconvenience.Customer Response
11/04/2021
This company failed to tell you they had an IT a problem and many orders all stated size 10 N. They never sent me any confirmation that the order was cancelled.Customer Response
11/04/2021
Company assured me would cancel transaction, however they just debited my account over $215. Today!! They said it would not go through!!! This company needs to be investigated!!Timberland Response
11/05/2021
As stated in our previous response, the order was unable to be cancelled and the product was shipped. We understand the Consumer's frustration, for which we apologize again, but Timberland has attempted to explain the process to this Consumer. Timberland has contacted the carrier, filed a return to sender and the Consumer's account has been credited.
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