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
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