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Business Profile

Shoes

Merrell.com

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:06/01/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have to add to the negative online complaints about this company. Their quality of slides has really gone downhill over the years and they refuse to acknowledge that they are not being made well. They just repeatedly blame other reasons like the sellers selling old shoes, even though its happened with different sellers. Their slides are very comfortable, but the fabric on the soles starts ripping away from the rubber soon after they are worn. There have been multiple customer complaints and pictures showing this at Amazon as well.They offer a one-year warranty on their website and although they did honor it for several pairs, they then said they would not honor it anymore unless I bought the shoes directly from their website, even though they dont sell them there. Their warranty clearly states that it covers shoes purchased there or from authorized sellers, so when I asked them to give me the names of some authorized sellers, they repeatedly refused to do so. The last rep I emailed with, *******, just said that they have thousands of authorized sellers, yet refused to give me the name of one.I repeatedly asked to speak to a manager to find out this answer and why they have a fake warranty on their website and she refused to pass the concern onto management for a reply.If they want to only honor their warranty for shoes bought at ******.com, then their warranty should be stating that. If it includes authorized sellers, then they should not be refusing to tell customers who some authorized sellers are because that is a way for them to get out of honoring their warranty. If they took customer complaints seriously and made the soles better, then there would not be so many defective pairs to begin with. Im very surprised that this company is engaging in such unethical behavior.Im starting with a complaint here, but will file a consumer affairs complaint if they do not respond here.

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