Business Profile

Retail Shoes

Timberland

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Timberland's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

80 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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Submit a Complaint

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.

Initial Complaint
Date:02/27/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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.
Bought a timberland belt online from Amazon in October of 2023. Belt broke in February of 2024. I contacted the Amazon seller who refereed me to the manufacture for a warranty claim. I followed all the steps and filled my claim. After about a week my claim was approved and I was issued a e gift card for $30. The problem is that in my state where I live, I have no timberland stores to use it at so I can only use it online. This would be fine, however the cost of the gift card doesn't come close to buy a replacement belt. How is this fair to offer me money only it is not enough money to replace the belt that broke. This makes no sense.
Customer Answer
Date: 02/27/2024
The belt was sold by Timberland. I am assuming it was made by Timberland.
Business Response
Date: 03/04/2024
We have no record of this Consumer having contacted
Timberland regarding disagreement with the result of their warranty claim. We
would have welcomed the opportunity to discuss prior to them filing a
Complaint. However, a member of our Customer Service Team will contact
this Consumer directly if they respond through the BBB that doing so is
acceptable. Thank you.
Customer Answer
Date: 03/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21337575, and find that this resolution is satisfactory to me.
However, the business has not attempted to contact me directly to resolve the issue, which they stated above they will do.
I am still awaiting to here from them

Sincerely,

**** *****
Initial Complaint
Date:02/22/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 had a $550 Tory Burch bag I mistakenly sent to Timberland in Martinville, VA. I had a box from Timberland when I bought my granddgtr boots. The package was delivered Dec 28. I have been back and forth with customer service with no answers or results. Today the ecommerce manager emailed me saying the package is not there and there is nothing else they can so
Customer Answer
Date: 02/02/2024
The bag was purchased from ****** ******* I mistakenly sent it to Timberland! The fedex tracking number confirms it was delivered to Timberland in Martinsville, VA on 12/28/2023. Now they are telling me they have searched and can not find the package and there is nothing else they can do. I feel like they should reimburse me for the cost of the bag. Also one if the customer service agents called me once and told me they found it, gave me tracking info and it was not legit. I attached the fedex info they gave me
Business Response
Date: 02/22/2024
We were responsive to this Consumer as quickly as
possible during the busiest time of the year. There are hundreds, possibly
thousands, of packages coming through the distribution center daily. Our
Ecommerce Customer Service Supervisor contacted this Consumer by email on
January 24, 2024. We respond to this Complaint by restating what was previously
communicated that this matter was taken seriously by having dedicated time and
resources to find this package but unfortunately it was not located. This
Consumer would of course be contacted immediately in the event it is found.
Customer Answer
Date: 02/23/2024

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

This complaint will be satisfactory upon receiving the value of my item which was $500. It has been almost 3 months and at this point the item probably is not going to be located at all

Sincerely,

****** *****
Business Response
Date: 02/27/2024
Our position remains unchanged and further
restate the following: (1) the message contained in the email sent from our
Ecommerce Customer Service Supervisor directly to this Consumer on January 24,
2024; and (2) our response to the Complaint on February 22, 2024. Neither the
package nor the contents said to have been sent by this Consumer in error is
not in our possession and Timberland is not responsible for reimbursement of
the cost of the item.
Initial Complaint
Date:02/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
This business received my returns and is refusing to refund my money. It was advertised that they allow return on the products I purchased. I returned the items in an excellent condition. Never wore them. The sizes of the shoes were different from each other despite as being advertised as the same size. So two of the shoes did not fit. I think it was also they made me uncomfortable because they were designed poorly. The color of the one did not look anything like in the ad photos and it was really a pale which made the shoe look cheap.

So I kept one I liked and returned the remaining. I sent the returns within the return window and did not receive a refund since mid November 2023. I had to open an Paypal case *********511498650. This business is stalling me and delaying the process. It if almost mid February and has been 4 months since they received my returns and I am still waiting for a refund.

I would not purchase from this company if I knew they false advertise the return policy in their websites. I like my refund immediately.
Business Response
Date: 02/06/2024
We are unable to locate any information under this Consumer's name. If they provide an order number or confirmation from Timberland we will be able to research into this matter further. Thank you.
Initial Complaint
Date:01/26/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 ordered a pair of boots from Timberland. I checked my email and apparently the package got delivered a day ago and , the package isn’t in my hands. Not a single knock or doorbell ring and I’ve been home all day. Checked with neighbours, and they all deny of seeing my package. I contacted customer service and they were 0 help. I am extremely disappointed, please help me out. Order #: ******72
Business Response
Date: 01/30/2024
The “Did Not Receive” submitted by this Consumer was
denied and, we uphold the decision, with the reason being that this is the
second shipment he states to have not received. The first claim, with a
complaint also filed by him with the BBB, was a shipment from our sister brand
for which a refund was issued to this Consumer on January 5, 2024. Since we
have proof of correct delivery for both orders, we suggest that this Consumer
contact local authorities as it appears there may be an ongoing issue with
theft.
Initial Complaint
Date:01/16/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
Purchased boots from timberland website. Boots made my back heels bleed and hurt like no other. Sent blood soaked boots back. Was told they refund me by check. It has been over a month and I'm shoeless with no money back that I need to buy other shoes. This is completely unacceptable and clearly misleading as I was promised a refund by check!!! I was told it would arrive by the end of this week last time I called on Tuesday 01/09/2024. No check ever came I'm very upset after being a customer of 15 years.
Business Response
Date: 01/23/2024
The process for cutting paper refund checks takes time but confirm that it was sent on January 12, 2024. Thank you.
Customer Answer
Date: 01/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******8, and find that this resolution is satisfactory to me.

Sincerely,

***** *
Initial Complaint
Date:01/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 ordered a size 7 in Junior green Nubuck timberland shoes on December 4, 2023. December 7, 2023, I received a delivery of a size 7 in female green nubuck timberland shoes which were too small. On December 15, 2023, I returned the shoes through ****. According to **** tracking, the receiving agency received the shoes on December 23, 2023. I emailed timberland on December 26, 2023 inquiring about the status of my $59.91 refund and they sent a email saying it takes 7-10 days. It’s January 4, 2024 and I still have not received my refund from timberland.
Business Response
Date: 01/05/2024
Documentation provided by this Consumer does in fact
indicate that the package was picked up and processed by the carrier on
December 23, 2023. Packages could be in transit for up to 10 days, especially
during peak shipping season, before it arrives back at our distribution
center. The return is then processed and a refund is issued which could
take 7 to 10 days to be posted by the financial institution. As requested
in our written response to this Consumer, we ask that she please provide the tracking
number and we will be happy to assist further. Thank you.
Customer Answer
Date: 01/05/2024
I read that they responded to you and said they needed the tracking number. Attached you will find my receipt for **** with the tracking number.
Also my cell number is ***** ****2207 . I noticed on the information you sent the 7 was left out. And my address is **** ******* *** *** ****** ***** ** *****
Customer Answer
Date: 01/05/2024
I am satisfactory with timberland’s response. Thank you
Business Response
Date: 01/08/2024
The only tracking number is from ***** when the order was delivered to this Consumer. The two (2) attachments from **** show the tracking but no tracking number. Please provide the **** tracking number for the return back to Timberland. Thank you.
Customer Answer
Date: 01/08/2024
Attached is a copy of my **** return tracking receipt again to be provided to timberland, as well as a screen shot of a email return from timberland as proof that I already sent them the tracking number this past Friday. According to that screen shot of that email respond from them, my refund should be in my account in 3-5 business days which will be by this Friday. I’m going to monitor and see.. I will never order from Timberland again, as they have the most difficult, lengthy return, refund process I’ve ever encountered , and it also appears they evade providing customers their deserved refunds, even after refund requirements have been met.
Business Response
Date: 01/09/2024
We confirm that the return finally arrived at our distribution
center and the refund was issued on January 5, 2024. This Consumer should be
aware that it could take 7 to 10 days to be posted by the financial
institution. We trust that this matter has now been resolved. Thank you.
Initial Complaint
Date:01/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 thought I was buying a pair of shoes for my husband, and I haven't gotten them nor will they return my correspondences. They owe me $104.96. I finally find out that they are a scamming website.
Business Response
Date: 01/03/2024
Based on the information provided by this Consumer, the
order not received appears to have unfortunately been placed through an
unauthorized third party. If this Consumer can provide additional information
to include an order number and/or proof of purchase made on our official
website, **********.com, we will be happy to assist by investigating
further. Thank you.
Customer Answer
Date: 01/10/2024
*********************************/
This is the website where I ordered the shoes for my husband.
Business Response
Date: 01/11/2024
We greatly appreciate this Consumer bringing their
unfortunate experience to our attention. Unless it is an authorized dealer of
Timberland products, the only official Timberland website is ***********com. We do have an internal process in place with
respect to the investigation into fraudulent websites. Please be advised
that the information provided by this Consumer has been provided to our team
who will take the appropriate action. Thank you.
Initial Complaint
Date:01/02/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
My package was never delivered
Business Response
Date: 01/02/2024
Our records show that
a refund was issued for the undelivered order as this Consumer repurchased the
product instore.
Business Response
Date: 01/02/2024
Our records show that
a refund was issued for the undelivered order as this Consumer repurchased the
product instore.
Initial Complaint
Date:12/29/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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.
On 12/26/23 I was in the timberland outlet located in Clinton,ct. The issue was I had merchandise from a clearance rack with a sign that stated 70% off the lowest ticketed price. The sales clerk had to get the store manager to over ride price due to the percentage off. Apparently the store manager Mason stated the sign was wrong and rudely said he would not give me the price based on the sign. ANOTHER worker also mentioned I wasn't the only customer who wanted the price of the merchandise based on the sign.
Business Response
Date: 01/03/2024
It is with our sincerest apology that this Consumer
had a negative experience shopping at our store. We do, however, appreciate it
being brought to our attention. It is our goal to provide the best in
customer service and we fell short. As a result, the District Manager has been
made aware of the details surrounding this situation. Please be assured that
the appropriate measures are being taken to avoid a reoccurrence in the
future. Thank you again for bringing the issue to light.
Initial Complaint
Date:12/27/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Bought construction boots about 6 months ago they have dried out and separated from the sole after 6 months this shouldn’t happen it’s definitely a manufactured defect… I reached out to the company and waited for the to get me an answer because these boots are not safe and we paid about $180 for them and the are only 6 months old so it’s unacceptable that this has happened mind you the boots are covered for a year warranty…. So they had the nerve to insult me and say it’s not out fault and sent me a $30 gift card … “ what am I supposed to do with that buy my husband a 1/4 of 1 boot … it’s not fair that they would honor the warranty and say it’s my fault the are dried out because there is a defect but clearly there is because boots don’t dry out in 6 months
Business Response
Date: 01/02/2024
Timberland products have a limited warranty to be free of
defects in material and workmanship for a period of 12 months from the date of
purchase from Timberland or an authorized dealer. This is not a guarantee
against normal wear and tear nor does it apply to product that has been damaged
by misuse and/or neglect. It is evident in the photo provided by this Consumer
that the boots were damaged by exposure to extreme wear and tear
and not due to the presence of any defect. Despite the warranty claim having
been denied, Timberland provided this Consumer with a gift card as a one-time
courtesy. Based on the condition of the boots and conclusion as to the cause, Timberland
stands by the original decision to deny this claim.
Customer Answer
Date: 01/03/2024

Complaint: *******9

I do not accept the business's response as a resolution to my complaint because: it’s not a condition to the elements issue the boots were else then 6 months old my husband does not work in conditions that warrant the current state the boot is now , the sole of the boot is still in tact this is a default in manufacturing and for you to give me a $30 go is an insult

Sincerely,
* ****
******
Business Response
Date: 01/08/2024
It is recommended that leather be treated for added
protection and Timberland offers a line of product care to help in
preserving the longevity of our footwear and our consumer’s investment.
There are four (4) products listed for this particular boot under
“Product Care” on our website. The leather on these boots is extremely
dried out which is not a manufacturing defect and for this reason, we continue
to stand by the decision to deny this warranty claim.
Customer Answer
Date: 01/09/2024

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: I don’t feel this is an acceptable response the boots are LESS then 6 months old they shouldn’t require any type of conditioning in that short amount of time the soles are not even remotely used this is a manufacturing defect of the leather I would like to be refunded or receive a new pair they should NOT look like this after 6 months condition or not it’s a DEFECT IN THE MATERIALS

Sincerely,

**** *******

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Timberland is NOT a BBB Accredited Business.