Review Time
Merrell used to offer high-quality products and good customer service. Recently, I ordered a fleece and tried to cancel it within minutes of placing the order. Merrell said they could not. They said to return it, but I would lose the shipping fee. I did a PayPal dispute and got a full refund.
I find Merrell’s Moab3 superbly comfortable, lightweight, wide-fitting. They’re so comfy, I’m on my third pair. I remain sceptical about their claim to be waterproof; when new, they are showerproof, but any walk through mud, puddles or even wet grass results in damp socks. So I like them a lot, but really only wear them in dry summer weather. Also, quick and easy delivery when ordering direct from Merrell, and one time I needed to return something it was straightforward. But be prepared for almost daily marketing emails declaring discounts, hurry back, don’t miss out, etc etc etc. I’ve unsubscribed several times, but still they come.
my partner purchased the merrell mens wrapt, as a gift, and although they are a great fit and build quality, they cannot be worn in the wet, even on textured paving they are slippy and pretty dangerous. we have checked the sole for any coatings and they are as received, but have no grip whatsoever in the wet and are simply not fit for purpose. Although Merrell have made contact, they are yet to advise upon a way forward.
I really love Merrell walking shoes and boots, they’re my go-to, and the website is quick and easy to buy from. However, their returns process is outdated and cumbersome and that’s why I’ve given them 3 stars. What retailer nowadays makes you print out 5 pages, with instructions on folding and attaching 3 copies of the invoice to the outside of the box and labelling them as invoices, and you have to go to a UPS drop off. It’s put me right off buying from them again unless I know 100% what product I want and that I know I’m going to keep it.
Merrel Walking Shoes.I bought a pair of Merrell walking shoes from Sweetnam's shoe store in Skibbereen, Republic of Ireland. The main thrust of the review is not about Sweetnam's, but is about the pair of shoes itself. However, i would highly recommend Sweetnam's as a great supplier of both shoes and other clothing, mainly outdoor wear. Their service is good and they carry a wide range.The shoes were Merrell Atpro walking shoes with a Vibram sole. On the positive side, the shoes were excellent for foot support due to a problem i have with a damaged big toe joint. They also lived up to their promise on being water proof. They are both comfortable and seem to be hard wearing.However, the soles are a big let-down. The shoes cost a whopping €180, so i expected better. I contacted Merrell who did not seem particularly interested in the issues i had with their shoes. The shoes and soles are great for all sorts of terrain in dry weather, but a big let down in the wet. On damp and wet smooth surfaces, they are a lethal hazard. I have to tread very carefully in the wet and feel lucky that so far that i have not fallen. They might be great for dryer regions, but do not suit the often wet climate of the UK and Ireland.Generally, they suit my needs, but it's not much good if the wearer cannot be confident of stability in damp or wet conditions.
Absolute crap customer service. I ordered a pair of shoes thinking they were in stock. When I receive the confirmation email, it says the shoes will ship if they have them! There was no way to cancel the order (they say they’ll get back to emails in 4 days). Then they created a UPS tracking number for the order and charged me. UPS still doesn’t have the package 2 days later. Issuing a tracking number for something that doesn’t exist is a known scam. I’ve opened a chargeback with PayPal. Avoid Merrell.com or merrell.eu.
Merrells seem to be on here twice, one rated at 1.5 and the other at 4.7, so I’m putting my review on both.I’ve had amazing service from Merrells, in particular Emma, so if you are reading this thank you very much.My wife bought me some boots in Feb 23 for Xmas and recently we noticed a defect in our opinion, but thought with them being over a year old we would get nowhere.However, after e mailing them I’ve received simply outstanding service and have just been informed I can spend up to 150 Pounds on a new pair with free delivery. My other boots were only 80 on an offer, so this is very impressive customer service.I just had to send photos of the soles and labels etc to prove they had but been used much and the process was simple and outstanding. I would therefore recommend Merrells to snore and say ignore any negative reviews.Thank you again Merrells
I has to contact Merrell Support to complain about a pair of boots when one boot had started leaking after a year. These boots were guaranteed waterproof. I had to provide proof of purchase and photographs to show that I had not damaged the boots. Once this was done they replaced the boots quickly and efficiently. All emails were prompt and courteous.
Nice products, but customer service is a painful, long, frustrating experience. Emails take ages to be answered, and they take forever to process things, eg sending out a replacement. If you need to liaise with them, be prepared to wait a lot and not hearing for a while, despite chasing them multiple times. Phone service was better than email, but I got my hopes up incorrectly after a decent call as my issue then got lost again in the slow lane, which I think is the only lane.Lovely boots though.
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