Timberland
Reviews and Complaints

I had ordered for 1 pair of shoes with debit card with order number #[protected] from shop.timberland.com.my. But it then sent me an email after an hour mentioning that the order has been cancelled.

Therefore, I ordered one more time with credit card since the previous order HAD BEEN CANCELLED, with order number #[protected].But now the system is showing 2 orders in total, WITHOUT CANCELLING THE FIRST ORDER AS MENTIONED IN YOUR EMAIL.

I would like to cancel the other order, and remain only order #[protected].

The details of the item I want is as follow:
YOUTH 6 INCH PREMIUM WATERPROOF BOOTS
Colour: wheat nubuck
Size: US2.0 EUR34 JPN20.5 UK1.5
Quantity: 1

NOTE: called 1800-88-6867 FOR ALMOST 30 times since Monday morning and no one answered. Emailed contactus@timberland.com.my and no one replied since last week.

SO, NOW THE 2 ORDERS HAD BEEN SENT OUT FROM SINGAPORE. AND I STILL GET NO REPLY FROM YOUR LOUSY CUSTOMER SERVICE.

Regards
Elaine
+[protected]
[protected]@outlook.com

The reason of return request: Bottoms are crambled photos attached Style no: size 10 M Mens 85591
The reply I have received:
Timberland Consumer Returns
50 Service Lane
Danville, KY 40422
... I have reviewed the information with supervisor! Upon looking at your photos with a member of our leadership team, we regret to inform you we will be denying your request for a PRO Exception due to the product being outside of warranty...

我通过Timberland订购，结果证明是你的伪造品。
我支付了超过123美元！我从一个疯狂的人那里得到了一个奇怪的假回报。
我要求你马上还钱！在我去你所在地区的中国法院之前。
毋庸置疑，我是一名律师，了解中国因盗窃和欺诈而受到的惩罚法律。
未能回复您将被视为拒绝退还款项。
并按照国际法将其视为犯罪。

Hello:
I had sent a pair of boots to Timberland for warranty repair service. They sent the boots back with a form letter that said the boots were over the one year warranty return period and therefor denied my warranty claim. This was a lie. I contacted the Better Business Bureau. Thanks to the BBB, I found out an unknown and un-publicized fact about how Timberland determines if a product is out of date for warranty service. A Timberland employee let it slip while replying to the Better Business Bureau's inquiry that:

" Receive Business Response Thank you for your interest in this matter as Timberland continually strives to maintain excellence in our customer service. We respond to the Complaint filed with your office as follows. When this consumer originally sent his boots to Timberland for inspection, the Amazon invoice was not included. Without proof of purchase, the only point of reference we had was the date code located inside the boot."

1. Timberland states that they had to go by a "date code" inside the pair of boots. This is not an acceptable policy or practice for any industry and therefore, this is not only a completely misleading warranty practice, but it is also an unfair business practice. Do automobile manufacturer's start their vehicle warranty clock ticking while a new vehicle is sitting on a dealership's parking lot while the vehicle is unsold? No, they do not and that is one of many such examples that anyone can think of. So Timberland's warranty policy of going by a manufactured date code is fraudulent as well as an unfair business practice. For all we know, the boots in question (made in Bangladesh, India) could have sat in a warehouse(s) for months, even over 1 year's time, before it was sold to me.

2. No where in Timberland's Warranty Return Form (which is located here): https://images.timberland.com/is/content/TimberlandBrand/customer%20service/downloads/TimberlandWarrantyReturnForm_1017.pdf does it say that it is required to submit proof of purchase.

This same Timberland Warranty Return Form has 3 boxes for customers to fill in their mailing address, email address and phone number. However, Timberland did not even attempt to contact me by any of those 3 methods to ask me to send them proof of purchase, before denying my warranty claim and returning the boots. Timberland also did not inform me that they would repair or replace the manufacturer's defective boots if I would send Timberland proof of purchase = fraudulent and misleading business practice.

3. The boots in question do not have 5 months worth of wear on them because I had still been wearing an older pair of the same exact boots that has been used full time for a full year and is still being held together properly because it does not have the manufacturing defect that my newer pair of exact same boots suffer from.

4. I upheld my end of Timberland's Warranty procedure. Timberland failed to live up to their obligation. The pair of boots in question show hardly any signs of wear. The problem with the boots is obviously and without any doubt, a Manufacturing Defect.

5. What happens when someone buys me, or anyone else for that matter, a Timberland product as a gift? Does Timberland expect the person to ask the gift giver for a copy of the receipt if they should need warranty service? Suppose the gift giver does not have a copy of the receipt..., is the person out of luck? Does Timberland deny all warranty claims if a receipt for a gift is not available?

6. The information posted on the Timberland website here: https://help.timberland.com/hc/en-us/articles/115004585328-Is-My-Item-Under-Warranty- again does not mention at all, a need to provide Proof Of Purchase. (I have taken screen shots of these web pages, so if Timberland suddenly changes them, I do still have proof of how they originally read).

Desired Resolution:
I would like to know the following information from Timberland (as they refused to reply to me when I emailed them) and I am hoping that someone will make a formal request, if Timberland does not reply at this website:

1. How many products (not just my particular product but All Timberland products and all VF Outdoor, LLC products, if VF Outdoor, LLC uses this same date-code policy) since Timberland has been in business have been returned for Warranty Service.

2. How many of these returned products did Timberland refuse to honor their Timberland Product Warranty because the purchaser or gift recipient did not provide a proof of purchase? I believe the number may very well be in the thousands.

3. Were any of these same people, who received a Timberland Warranty Claim Rejection Form, told that their claim was denied because a proof of purchase was not received and if so, how many were told this and how many were not told this? I was one of the ones not told this.

4. Were any of these same people told that if they did provide a proof of purchase, Timberland would then honor their Product Warranty (again, I was not told this)? If so, when did Timberland inform each person of this? Was it before Timberland rejected their Warranty Claim and sent the product back, or was it only afterwards when a product owner followed up after receiving a Timberland Warranty Claim rejection notice (like I have done)?

5. Were any of these same people also told that Timberland used a "date code" to deny their claim and was it fully explained to each of them exactly what the "date code" is (the manufacturing date the product was made on)? If so, how many were told this and how many were not told this?

6. Has Timberland ever stated publicly in any way, that they use a "date code" practice to deny Warranty Claims? If so, please provide us with details Timberland.

7. For every single product that Timberland has denied a customer or gift recipient warranty service, how old was each of these products according to Timberland's date-code policy?

8. How old in reality (reality meaning the actual time between when the customer or gift recipient actually received the product and then returned it to Timberland for warranty service) was every single Timberland product that Timberland denied warranty service? Thank you.

Date: I bought the shoes on Saturday the 8th of December and I noticed the problem on the 13th of December

My number: [protected]

Description: I'm extremely disappointed! I bought a black half boot a week ago and suddenly I noticed that there are spaces in some parts between the shoes and the insole from the outside (not inside)!

Desirable resolution: Change or Refund

Order N°252577939. Arrived on the 10th of July, used for one week, 10 days ago they had a hole on the top (see photos). I think this is unacceptable from a brand like Timberland. I sent a complaint to timberland too. It would be fair from you to provide another model for free (at least, I can pay the new dispatch).
Thank you for your attention,

Francesco Bertoni.

Hey, love the products. I have a question on what would cause my issue. I have a pair of boots and the soles are cracking and deteriorating. Its like the rubber used was faulty or something.

Leather uppers are still going strong the soles are just falling apart. I'll attach some pics so you can see what i mean. Likely not a warranty issue but if I could repair please instruct me. Thank you for your time.

Duane Buchanan
[protected]@gmail.com
[protected]

It's been over a month and I have been very tolerant to the distraction that has taken place while a mobile home was moved into the lot adjacentent mine, #8.
I've been told on several occasions by the property manager the issue will be corrected.
I understand the services required digging trenches for power lines, water and cable, however that has been completed weeks ago and I'm left with burns of dirt and mud around my residence in front, back and side!
You are unable to reach my front door or back door without walking through mud or dirt.
The excuse when the weather is favorable is they had a death, they had an emergency, etc...! When the weather is unfavorable the excuse is, bad weather.
My wife holds a professional job and is disgusted at how long this has been an issue and irate about going to work with mud or dirt on her feet or uniform.
HELP!

Boots have only seen 8 months of work when the grommet pulled out of leather. The laces are the original pair that came with the boots. The soles appear to be in good shape. Email from customer service said to mail the boots back at my cost and they would review my boots in 3 to 4 weeks.
Seriously?! I will send the boots back but would prefer my money vs a new pair based upon their poor service and lack of care.
I sent a follow up email to Timberland and asked what I was to do for boots for 3 to 4 weeks ? My suggestion was to buy a competitor brand of boot that cares about their customers and produces their product in the United States.
I am doubtful that Timberland has the same passion as they once did in the 1990's and early 2000's.

Jeffrey Adams
[protected]@gmail.com

While packing for a much anticipated hiking trip to Big Bend National Park, Texas I pulled out my Timberland boots and gave them a polish and dressing.
While on the hike with in the first mile up "Lost Mine Trail', the soles of my boots started coming loose from the boot. I was forced to remove boot laces and tie the soles of my boots to the boot so I could go back down the trail to my car.
What a disappointment. I have been a Timberland customer for over 15 years.
I have never experienced a product failure like this ever before.
I will send you the boots for examination and record.
Where and how do I send these to your quality control inspectors?

I bought timberland shoes from the website www.heaven-timberlands.com. I received completely opposite shoes and when I contacted them, the seller told me that it would be too expensive to change them and he offered me the discount for the next purchase. I refused and asked for compensation, but he stopped to reply. I want my money back.The worst company ever, so avoid these ### and post comments about your experience with them.

I ordered Timberland shoes from the website www.timberlandnu.com. It turned out that the website is total scam and no one would provide my shoes. I paid $167.99 for the shoes, but the seller provided fake tracking number. It was impossible to reach the seller, because the phone was switched off and all my emails were returned back. Total scam and rubbish. Please leave comments about this company, because people should be aware when they buy from such dishonest seller.

I ordered a pair of Timberland boots from the website www.timberlandbootsale.co.uk, but I was disappointed with the quality and the services of this seller. They sent me poor quality boots, which didn't look as the authentic boots, and the seller sent me incorrect size. The boots arrived in damaged box, and the delivery took about 6 weeks, but it was too long. I wanted to return the boots or to receive the refund, but the seller gave me only empty promises. Please, leave your comments about this seller.

I bought these pair of boots a few years ago in Lincoln Nebraska . These boots were unused in my closet along with my other foot ware and did not wear them. They looked good and very nice until I decided to wear them. To my surprise the bottom part of the boot just came apart from the upper part of the boot. (Please see pictures). It appears that the material that connects the leather upper part with the sole has completely deteriorated. The other boot appears to be ok. This should have never happened to a good and quality pair of boots. I do not believe shoes are made to deteriorate or decompose this way just because you do not wear them right after you buy them. He has many other footwear and some are older and they are ok. I strongly believe this is a factory defect unless you have a reason and you may want to explain to us. The boot's size is 8.5M.

Below is the company representative response to our complaint: The response is in Spanish. In summary he said that is normal that all shoes of any brand will decompose with time if you do not use them. I wondering if the money I paid for these shoes has decomposed yet. It Is obvio that this company representative has no idea how long a good pair of shoes will last. He also gave us advice about what to do when you buy a per of shoes: "Shoes are made for wearing, not for storing" It is a shame that a manager will come up with an explanation that is so ridicule and insulting. It is hard for this person to accept that the products his company is offering have factory defects.
Please read his response regarding this complaint to my girlfriend.

No quería partir de la oficina, sin antes responder a tu gentil correo, por lo cual te explico.

La referencia que me presentas, es un Travel Gear (77114) de la colección de Fall 2008, el cual, aunque te parezca mentira, no tiene lo que se considera un defecto de fábrica… Sí, los zapatos, así como cualquier producto que se compre, de la marca que sea, es para usarse y no para guardarse.

El fenómeno que le ocurrió a los calzados de tu novio, se llama cristalización y esto es un proceso normal y natural de todos los materiales compuestos, mismos que DEBEN tener un esporádico uso, para que esto no se presente, pero considerando que el zapato estuvo guardado unos 5 años, como mínimo – Desde su fabricación – es normal que esto suceda con la entre suela e inclusive hasta con la misma suela.

Ahora te preguntaras, como los zapatos italianos no se dañaron, bueno, es probable que dichos zapatos sean de suela de cuero, cosidos y pegados, por lo que si no fuera por la costura, técnicamente deberían dañ### también – Obvio, esto lo estoy suponiendo.

En fin, te hago toda esta explicación, para que puedas explicarle a tu novio, por qué no se deben comprar calzados para guardar, ya que estos se arruinan, lo cual no es considerado un defecto de fabricación, motivo por el cual no te podremos aceptar el reclamo.

Sin más que agregar y muy apenado por la situación, me despido.

Atentamente,
Abdiel Barranco C.
Product Manager
Silvertown Holding Corp.
Panama, Rep. of Panama
[protected]

my name is marius acatincai i was buying a pair of boots timberland in 6/23/13 at 3;43 pm from store super shoes store 003 3050 north 5th street reading, pa 19605 and my complain is today 8/18/13 after almost 2 months they broke the leather on the right boot and
the both boots they get unglued on tiptoe i just want to tell you this is a junk boots in this case i want to inform you i have experience at 10 years working in a shoes factory and we fabric shoes for italy and for us to but we make a good and durable stuff not like the one you sell to the people in my case after almost 2 months they came garbage for the price of 79.99 dollars.i am sorry to right you that but this is reality for almost 80 dollars this shoes need to be wear for 6 months at least please see the quality production in your factory at the way they glue the shoes and make some quality people not just big prices on your timberland brand, hope you consider my complain a i point thank you

UkTimberland4u.com! Do not purchase anything from this website because it is a scam! I have never received my order and my money was taken from my account. I tried every carrier I could think of to track my order, but nothing happened.

They are selling fake Timberland products. I have bought 6-inch boots for around £60.00 as a Christmas gift for my brother. They are not leather boots. Their return policy looks ok, but there is no return address. I have tried to contact with them may times. No result and I can get my money back. www.4timberlandbootssale.com - stay away from them.

On March 23rd I ordered a custom hockey NHL jersey display case from Timberland Case. On March 24th my credit card was promptly charged for the full amount of the order ($229.95 + 59.97 for shipping= $289.92). The website states "Custom made and made to order! Please allow 7-10 business days before we ship!" It is now July 10th and I still have not received the display case.
I have been communicating with Timberland since April 12th regarding this order. They respond we excuses every time stating that "all cases are custom made" and that "they are a little behind right now". I have seen houses built in the time it takes for them to make a 45" x 36" x 4.5" display case.
Twice I have demanded a refund from this company. On June 26th Timberland actually sent me a "Refund Notification". Guess what? I still haven't received that either! Apparently, the issuance of a refund takes as long as the making of a display case!
Three weeks is a bit behind...three months is a RIPOFF!@