I ordered shoes two weeks ago and still have not received them. They are the single slowest shipping company out of any company I have ever dealt with. When you call to find out why it takes so long, it takes 15 minutes for someone to help you. I can't stand companies that place zero interest in customer service. Perhaps this is the reason why they have such a poor rating on Trustpilot.
Paid for shoes, didn't arrive. They tell me to wait a total of 6 weeks before any results of their investigation. Meanwhile, no shoes, no money. Luckily PayPal stepped in and reimbursed.The support is just copied pasted basic messagesWill never buy from Timberland again, not even in shops
I purchased Women's Solace Slip-On Work Sneaker, and they were very on sale. They are definitely not slip-ons and super tight. I have always worn this size, but these seem small. Because they were on sale, they won't return them. I chatted with a person who said I could through warranty. After almost finishing the chat went dead so I called. They told me I was misinformed and they couldnt be returned. I wasn't aware of this because I have never ordered from them before. I don't recommend these shoes or company. Poor customer service.
Boots fell to peices after 8 weeks scaffolding, and they did not help at all, 100% waste if money do not buy from these they should stick to making bang avridge clubbing shoes
Dear Timberland Customer Service Team,I am writing to formally express my extreme disappointment and frustration with the way my case has been handled.I ordered a pair of Timberland shoes as a gift for my fiancé’s birthday, expecting the quality and service that Timberland claims to stand for. Instead, the shoes arrived clearly damaged. I immediately contacted your customer service and provided photographic evidence of the damage.Despite acknowledging that the item was sent damaged, your team has:Refused to issue a full refundRefused to send a replacementRefused to offer even a partial refund as a goodwill gestureThis is completely unacceptable.I have now been in contact with your customer service for over two weeks, repeatedly explaining the situation, yet there has been no resolution whatsoever. To make matters worse, the case was closed without my consent, without a resolution, and without even informing me that it was being closed.I explicitly requested to speak with a supervisor or manager, which is a reasonable and standard request in any complaint process. This request was declined, which directly contradicts your own customer service policies. By doing so, Timberland has failed to follow its own procedures and has shown a total lack of accountability.Let me be very clear:Timberland admitted the item was sent damagedI provided evidence immediatelyI acted in good faith throughoutYet I have been left with a damaged product, no refund, no replacement, and no escalationThis experience has been deeply frustrating and extremely disappointing, especially considering this was meant to be a birthday gift.I now formally request:Immediate escalation of this complaint to a supervisor or managerA full refund or replacement without further delayWritten confirmation explaining why my case was closed without resolutionIf this matter is not resolved promptly, I will have no choice but to escalate this further through formal complaints, consumer protection channels, and public reviews, as no customer should be treated this way.I expect a response from a supervisor or manager as a matter of urgency.Sincerely,Marius
Bought their boots like i have been for a decade or more. Right away i could tell the build quality was trash. 2 months later the entire sole detached from the boot. I filed a warranty claim and got a AI bot responding to my emails. If it was not a bot then it was a human who simply didnt care what i was saying. It took a week or more for the bot to repond to anything and often not even answering or being helpful in any way.Eventually the bot said it has granted me a GIFT CARD. I had explicitly told them i dont want that and i only wanted a refund to my original payment method. no response ever came again. I called the support line and was hung up on. Called back and waiteed for 45 minutes despite the call wait time says 30 seconds the whole time.After pulling teeth i was granted a "ONE TIME EXCEPTION" and told i would be refunded. I will NEVER purchase from this garbage company agian and i will tell EVERYONE i know not to either. Thats why their credit rating has been downgraded to junk status from BBB to BB recently. Tims used to be quality boots at a good price. Not they are total trash at a higher price.They are just squeezing the last drops of money out of the brand. its clear.
Lost order, poor customer service. Customer service answer is wait despite having proof it’s been lost, once we receive this from the courier, then we’ll refund for you to reorder, if it’s more expensive and you book express delivery we’ll refund it, took 3 calls and 2 emails to get a response.
The intro community offer promises 10% off first order but then excludes all the most popular items from this offer. It is a scam just to get you to join. They make decent boots but have deceptive and awful customer service - and as a cherry on top, customer service is closed on weekends - of course it is...
Don't expect great support as when orders are piling, cutomer service simply cannot care about every request they receive and you may just be snubbed and made to wait forever even for the simplest thing. AVOID!!
Useless company, timberland.de are just stupid thieves, they send the package to completely different country in germany... my adress is czech my money is czech... incompetent company and their overpriced clothes are made in china lol, i have been waiting for 2 months for a refund yet nothing as i keep contacting support they just say its taking care of, useless waste of 300euro and im still waiting. Someone should really sue them
this is a scam/ fake website .the original website ends with co.uk
I bought a pair of Timberland boots for my 4-year-old son (around €70). After only about 2 months and very limited use (around 10 times), a part of the boot broke.My warranty claim was rejected, saying the damage was due to use and that the laces were pulled too hard — based only on photos, without any physical inspection. This is hard to accept for children’s footwear at this price point.No alternative solution was offered (repair or replacement), and the case was simply closed. Very disappointed with the lack of flexibility and customer care. This experience will likely affect my future purchases from this brand.
Dispatch issues, which appears to be very common, I only wish I had read previous reviews and I would not have made purchase. Horrendous Company to deal with, what is stated on website does not bare any relation to what they quote.
I am a frequent online shopper, and I could say that this is the worst experience I have ever had. They just do not care. And as others noted, you can only talk an AI - when I tell the AI I want to talk to a person it says that they are not available:))To summarize, I contacted Timberland's support team on three separate occasions to report that I had mistakenly entered my previous address as the shipping address(I just moved). During each interaction, I clearly and politely requested either a correction to the shipping address or a cancellation of the order. Each time, I was explicitly assured that the order would be canceled and that my request was being processed. At the time of all three conversations, the order had not yet shipped.Despite these repeated assurances, the order was ultimately shipped to an address where I no longer reside, and the promised cancellation was never completed. In such circumstances, I expect customer service to be able to take effective and timely action.As a result, I am now uncertain whether I will be able to receive my order at all, since it was delivered to an address that is no longer mine. This situation is both frustrating and unacceptable, particularly given the clear assurances I was given by their epresentatives.
Have waited weeks to receive a refund since they confirmed they have received my return, chased on the chat and by email and keep getting told they are busy and under staffed. They won't confirm a date when I can expect to receive my money so I am still waiting indefinitely for over £200 to be returned to me.I have had to log a complaint via my bank as I just don't know when I will get my money back. All I can suggest is you avoid ordering anything from them it's not worth the stress and aggravation.
It’s honestly incredible how poor the customer service and logistics are For this once great brand.The premium 6” boots are quite good, really good even, but the logistics and customer services built around them are near the absolute worst I’ve even been unlucky enough to deal with.If you can go in person, do that. If not, be VERY wary of online ordering, because you will get absolutely no help whatsoever.
I placed an order and used a gift certificate as part payment, the order didn’t go through but timberland have taken the gift certificate money. I have used the chat and emailed them, both saying keep checking the gift certificate code on the timberland website but it always comes back as zero. I wish I could talk to a person. This is so frustrating as it is there issue and the customer is literally paying the price.
Poor quality of both the products and the service. Shoes torn after barely a month. Denies the right to a complaint and refers to incorrect use.
Very disappointing experience involving both Timberland and Yodel — Christmas gift ruined.I placed an order for a pair of boots on 17 December as a Christmas gift. On 18 December, I received a message saying the order would be delivered that day. As I wasn’t at home, I changed the delivery date to 20 December, which was confirmed on Yodel’s tracking system.The parcel never arrived on 20 December. Over the following days (20–23 December), I contacted both Yodel and Timberland multiple times. Each time, I was told to wait for updates that never came.On 24 December, the tracking was suddenly updated to say the parcel had been returned to the sender, without any explanation, failed delivery attempt, or prior communication.This was meant to be a Christmas gift, and now on Christmas Eve I have nothing to give. While Yodel’s service has been extremely poor, I am equally disappointed that Timberland did not step in or take ownership of the situation, despite being contacted several times.For a brand like Timberland, I expected far better customer service, communication, and responsibility for deliveries handled on your behalf.
Spoke to customer service regarding an order for Men's boots I received. Correct size but slightly narrow. Needed to return.Placed my order on Oct.31.2025 They have extended returns starting on orders placed on Nov.1 2025. Would not budge or attempt customer satisfaction or offer exchange. Rep.said they suggest selling them. THIS IS CALLED SALES OR CUSTOMER SATISFACTION! Guess one should expect this from CANADIANS!
