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.

If you've experienced an issue

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:12/20/2023
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 made a purchase on the 15th, they've taken my money but refuse to both ship my purchase or tell me if they will.
Business Response
Date: 12/22/2023
We thank this Consumer for their patience and based on the
carrier tracking information, we can confirm that this order is out for
delivery today.
Initial Complaint
Date:12/20/2023
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.
I ordered boots on November 30th, boots never arrived. These things happen. What is unacceptable is when I was speaking with their chat support agent and they told me they could not reship the product or refund for the product because their systems were down. This was 5 days ago, and I’ve contacted them 4 separate times. Unfortunately I requested an email transcript to be sent of my customer service chat and each time it did not get sent. My money is tied up with timberland when I needed to buy another Christmas gift. My complaint is that they are allowing people to purchase from their website still yet have shut off phone lines for customer service and anyone who needs a reshipment or refund or anything other than giving them more money is out of luck. I requested a refund as I no longer need the boots nor want to do business with a company like this one. Order 40******
Business Response
Date: 12/20/2023
Timberland apologizes for the delay but can confirm that the
refund has been issued. Please note that it may take a few days before it
is posted to this Consumer’s account by their financial institution.
Thank you.
Initial Complaint
Date:12/20/2023
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.
Have a pair of Timberland boots and I started wearing them again and the hills came apart from the shoe the soul came apart from the shoe would like them to be covered and replaced
Business Response
Date: 01/02/2024
Timberland products
are backed by a limited warranty for 12 months from date of purchase from
Timberland or an authorized dealer. We reviewed this Consumer’s warranty
claim and determined the year of manufacture of the footwear to be 2013;
approximately 9 years beyond the warranty period and not eligible for refund or
replacement. It is for this reason that the warranty claim is denied.
Customer Answer
Date: 01/02/2024

Complaint: ******72

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.]

Sincerely,

***** ******
Business Response
Date: 01/03/2024
We restate and update
our responses to Complaint Nos. *****272 and *****951 concerning the same pair
of boots. Timberland products are backed by a limited warranty for 12 months from
date of purchase from Timberland or an authorized dealer. Please note that this is not a guaranty
against normal wear and tear. We reviewed this Consumer’s warranty claim
and determined the year of manufacture to be 2013;
approximately 10 years beyond the warranty period and therefore, not eligible
for refund or replacement. It was due to the age of the boots that the warranty
claim was denied and continue to stand by this decision.
Initial Complaint
Date:12/20/2023
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.
Purchased boots on November 11, 2023. Recieved the boots and one of them was defective. The fur on the top of the tounge was missing in the middle causing the tounge to cut into my shin. I contacted customer service and they asked me to return. My boots were recieved back Nov 28. I have emailed 3 times with no response. I have not recieved my refund or an idea of when my refund will be processed.
Business Response
Date: 12/20/2023
Timberland apologizes for the delay but can confirm that the
refund has been issued. Please note that it may take a few days before it
is posted to this Consumer’s account by their financial institution.
Thank you.
Initial Complaint
Date:12/20/2023
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 placed an order for Christmas online and seen a 3-4 business day for shipping. Their customer lines have been closer and no shipping information provided almost 5 days after placing the order. No one is helpful nor would they allow me to cancel the order
Business Response
Date: 12/20/2023
Timberland is doing its very best to get orders out the door
and hopeful this Consumer’s order gets to them in time. If it does not,
they can simply return the product using the label provided in the box for a
full refund. Thank you.
Initial Complaint
Date:12/19/2023
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.
I purchased a pair of boots on the 14th of December and received the boots on the 18th of December called repeatedly just keep getting a message saying they are closed but it's during business hours so I don't understand tried to text emailed pictures and still no results. I believed this to be an honest company go l until not
Business Response
Date: 12/20/2023
It is unclear as to what this Consumer is asking or what
their issue is but if they do not want the footwear, they should return using
the label provided in the box or one may be downloaded on our website.
Thank you.
Customer Answer
Date: 12/28/2023

Complaint: 21029264

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.]

Sincerely,

***** ****
Initial Complaint
Date:12/19/2023
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.
On November 28th 2023 I placed an Order for the Sale happening on the Timberland website of "Buy one adult pair of boots, get a child sized pair for free".
I was sent an email on November 30th that my package was shipped. I wait for my order and it never arrives. So on December 12th I check my email and it says my order was delivered on December 4th. I contacted the carrier and Timberland directly. Timberland customer service responded to me stating my order was "lost in the mail". I asked for them to resend the order. To which the responded they would reship my order and send it overnight shipping.

December 15th comes around and I FINALLy receive a box from Timberland. But its only 1 pair of adult boots. The second pair of childrens boots are missing. But the packing slip is for 2 pairs of boots. I contact Timberland customer service right away. They inform me that their computer service is down and there is nothing I can do but check back again on Saturday or Monday.

I find it highly unprofessional that it has been up to me to contact the company about the mistakes on their side twice now!

On friday 12/15/23 I was then told via email that I would receive my second pair of boots and a 20% refund for the inconvenience. And to wait for an email with a tracking number.

I sent a follow up email Sunday 12/17/23 saying I never received a tracking number.

I get an email today 12/18/23 saying they are doing the best they can but can not guarantee my order will arrive on time for 12/24/23.

This is completely unacceptable that I am fighting to get what I rightfully paid for almost 3 weeks ago, and I won't have the childrens boots to gift to my nephew like he has been requesting for months.

I now have to tell a disappointed little boy that Timberland is a trashy company that lies and takes people's money. They were unable to follow through on my order, but they are able to take my money? Seems like a terrible business plan. *Contact me for emails and receipts.*
Business Response
Date: 12/22/2023
We have shipped another pair of child’s boots by overnight
delivery although please be advised that we cannot guarantee delivery by
tomorrow due to it being so close to Christmas. Furthermore, a refund
equal to 20% off this Consumer’s total order has been issued. Please be
aware that it may take a few days for the financial institution to post to
their account. We thank this Consumer for their patience and hope this
brings the matter to an amicable resolution.
Customer Answer
Date: 12/28/2023

Complaint: 21023433

I do not accept the business's response as a resolution to my complaint because: I still do not have the boots in hand. The boots were due to me the first week in December, it now nearly January and I still am waiting for the boots to arrive. I will wait for the shipment to successfully appear at my door before I agree to any resolution.

Sincerely,

**** ****
Business Response
Date: 01/09/2024
Timberland confirms based on the ******* ******* tracking
information that the replacement shipment containing the children’s boots was delivered on December 29, 2023 and the 20% refund also issued by our
customer service supervisor on December 29, 2023. Thank you.
Customer Answer
Date: 01/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21******, and find that this resolution is satisfactory to me.

Timberland only responded to me because I went through the BBB, when I reached out on my own I was ignored or passed around with a different answer each time.

Sincerely,

**** ****
Initial Complaint
Date:12/11/2023
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.
Hello BBB,

I recently reached out to BBB to facilitate a conversation with Timberland’s executive team regarding my order issues (order # 40265594). I had previously asked for a refund through BBB from Timberland to which they responded that they would issue one and to confirm acknowledgement through the BBB thread. I have received no communications from Timberland or the refund. I am requesting that I am refunded back to my card as it has been a while now with no resolution.

Sincerely,
*******
Business Response
Date: 12/11/2023
Perhaps our response via the BBB got crossed in communication to this Consumer but there was no need to file a second Complaint. We will restate the response filed with the BBB and add that once a refund is issued by Timberland, we have no control regarding how fast it is posted by the financial institution. To restate our message of earlier today, we received notification from the BBB of this
Consumer's acceptance of our offer this morning, Monday, December 11th, at 9:05
am EST and customer service, which is located in a different time zone, was
promptly notified. Please be assured that the refund will be processed
but also be advised that it does not reflect to their account simultaneously
upon issue and may take a few days. We appreciate this Consumer's
understanding and patience.
Business Response
Date: 12/11/2023
Perhaps our response via the BBB got crossed in communication to this Consumer but there was no need to file a second Complaint. We will restate the response filed with the BBB and add that once a refund is issued by Timberland, we have no control regarding how fast it is posted by the financial institution. To restate our message of earlier today, we received notification from the BBB of this
Consumer's acceptance of our offer this morning, Monday, December 11th, at 9:05
am EST and customer service, which is located in a different time zone, was
promptly notified. Please be assured that the refund will be processed
but also be advised that it does not reflect to their account simultaneously
upon issue and may take a few days. We appreciate this Consumer's
understanding and patience.
Customer Answer
Date: 12/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 2******6, and find that this resolution is satisfactory to me.

Sincerely,

******* *********
Customer Answer
Date: 12/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 2******6, and find that this resolution is satisfactory to me.

Sincerely,

******* *********
Initial Complaint
Date:12/11/2023
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.
My sole and rubber on my boot is defective and fell apart from the shoe request some type of compensation be provided... below is what I submitted online I submitted to online assistance
Thank you for submitting your warranty claim. Your claim number is *********. Because Timberland manufactures products using the highest quality materials and craftsmanship, we extend a warranty against manufacturing and material defects on all of our products.
No matter the quality Timberland should always stand behind the product for this type of situation I would appreciate your assistance
Business Response
Date: 12/22/2023
Timberland products are backed by a limited warranty for 12
months from date of purchase from Timberland or an authorized dealer. We
reviewed this Consumer’s warranty claim and determined the year of manufacture
of the footwear to be 2013; approximately 9 years beyond the warranty period
and not eligible for refund or replacement. It is for this reason that the
warranty claim is denied.
Initial Complaint
Date:12/07/2023
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.
I bought a new pair of Timberland boots after my last pair of hiking boots fell apart after 20 years of use. I use them for gardening at my home. This fall I tried to put them on and my feet wouldn't go in. I called Timberland and they said that they had "collapsed" or some similar term. The area where your foot goes is totally collapsed and there is no space for a foot. They said to complete a warranty claim on line. I completed said warranty claim on 01NOV23 with receipt, photos, warranty claim. I have had 7 responses, each asking for something again. I have resent all as requested, images, better scan of warranty claim, better scan of receipt, pngs and pdfs. I still have an unresolved claim and today is 07DEC23
Business Response
Date: 12/20/2023
We apologize for the delay but we had difficulty locating
this Consumer’s claim due to them having used two (2) different email addresses
in their communications and the warranty claim form. Timberland has a
limited warranty on our products for a period of 12 months from date of
purchase from an authorized dealer. We reviewed a second
time and determined that we stand by the original decision to deny this Consumer's warranty claim.
The footwear falls outside our warranty period as shown on the proof of purchase
having been in April of 2022. The one time courtesy offer of a $40
Timberland electronic gift card is still available. If the Consumer
wishes to accept, we ask that they please reply directly through the BBB.
Thank you.
Business Response
Date: 12/20/2023
The response by this Consumer is unclear as to whether or not she wishes to accept the Timberland electronic gift card. Can you please have her clarify specifically so that if her response is in the affirmative, we will be sure to honor our offer. Thank you.
Customer Answer
Date: 12/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 2******3, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

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Timberland is NOT a BBB Accredited Business.