Review Time
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.
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.
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...
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
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.
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