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:12/07/2023
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.
Tremendously excited about owning my very first pair of Tims. After some prodding from my wife to find a safer shoe (that's not ***** to wear to work. Although I continued to wear my ***** over the next six months I eased into wearing my Tims...this was largely because I wanted to keep them new for as long as possible. Recently, I'll say within the last month or so the inside upper heal began to come apart and the insulation is starting to come out of the shoe after 18 months of ownership. Totally disheartening and I prefer a replacement pair due to the fact that I haven't done anything that would warrant damage this shoe is now displaying.
Business Response
Date: 12/11/2023
We reexamined this Consumer’s warranty claim submission and
came to the following conclusion. The laces on the footwear are tied. It
appears that the wear is on the counter potentially caused as the result of
being slipped on and off repeatedly without untying the laces and not due to
any defect. Consequently, we stand by the original decision to deny this
warranty claim. In addition, Timberland products are backed by a limited warranty
for a period of 12 months from date of purchase from Timberland or an
authorized dealer. Having had them for 18 months as stated by this
Consumer, the footwear falls outside of the warranty period to qualify for a
full refund or replacement had it been determined that they were defective.
However, as a one-time courtesy, we will offer a Timberland gift card in the
amount of $50. We ask that this Consumer please respond directly through the
BBB should they want to accept and then it will be sent immediately.
Thank you.
Customer Answer
Date: 12/11/2023

Complaint: 209*****

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,

****** *******
At this time I do not accept this offer due to an incorrect assumption. In my previous response to Mary in Customer Service I explained to her that the shoes were only tied for the sake of the picture because it presented the shoe in the best way to me thus I tied them. Would you prefer that I send you a picture if them untied? Finally, as I stated, I am well aware of the warranty however , this shoe has some structural issues and I'm well convinced of this. I've never owned a pair shoes that the padding begin to come out of the shoe six months out of warranty and your allegation/assumption that it was due to my sliding out of the shoe is rather offensive and totally iincorrect...
Business Response
Date: 12/14/2023
As stated in our previous response, the footwear falls outside of the Timberland limited warranty period but the offer of a $50 Timberland gift card still stands. If this Consumer wishes to accept by responding through the BBB, the gift will be sent. Thank you.
Customer Answer
Date: 12/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20****16, and although I am not even remotely satisfied because I expected more out of my first pair of Timberland, I accept this resolution.

Sincerely,

****** *******
Customer Answer
Date: 12/19/2023
Have there been a response from Timberland per my acceptance of their last offer ($50)?
Thank you,
M
Business Response
Date: 12/20/2023
We thank this Consumer for their patience and the electronic gift card has been issued.
Initial Complaint
Date:11/30/2023
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.
Hello BBB,

I placed an online order on 11/23 for a few pairs of boots. The order, 40******* was supposed to be delivered 11/28 by the carrier ***** yet I never received it! My roommates and I were home all day yet we did not see the package at all or able to locate it after getting a notification regarding delivery. I reached out to customer support who then told me that they would process a replacement or refund for me. Upon requesting for a refund, as I did not want to risk any more issues - the agent stated that she cannot give me a refund and told me to dispute the charge with my bank! I am very disappointed with the support from Timberland - why am I being told to file a dispute instead of them looking into what happened? Furthermore, I found it very unprofessional that the customer service agent lied and said she would process a full refund just to tell me that she actually cannot & to file a dispute. I wish I never placed an online order with Timberland - seems like there is no support when there are problems. At this point, I would just like a refund for my money.
Business Response
Date: 12/06/2023
We sincerely
apologize to this Consumer for the conflicting responses and will issue a
refund as requested. We ask that this Consumer please confirm acceptance
of this resolution by responding directly through the BBB. Thank you.
Customer Answer
Date: 12/06/2023

Complaint: 20935112

I accept the response from Timberland and appreciate that they are resolving my issue. Thank you BBB for facilitating. I will close the complaint as resolved upon receiving my refund.

Sincerely,
******* *********
Customer Answer
Date: 12/11/2023
Hello,
I am still waiting from a message from Timberland. They are yet to provide a refund to me.
Please help connect them with me BBB.
Sincerely,
*******
Business Response
Date: 12/11/2023
Timberland 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.
Initial Complaint
Date:11/29/2023
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.
For my order 40******, The package arrived and was completely empty. It wasn’t damaged or tampered with. It looks like shipper error and I’m very disappointed. Please refund me. Please do NOT send me another item -- I will be out of town for the next month. Thank you.

The company is refusing to help me and said go to my bank. This isn't fair or right. Please refund me!
Business Response
Date: 11/30/2023
Timberland strongly suggests that this Consumer contact
their bank to dispute the charges and/or contact local authorities
immediately. Refusing to help this Consumer is certainly not the case as
unfortunately, it appears that the merchandise may have been stolen out of the
box in transit.
As seen in the photo provided by this Consumer, proof that
the order was in the box when it left our distribution center is shown by the
weight listed on the shipping label. Had it been empty, the number would have
been only the weight of the box itself. We are so sorry this happened but
urge this Consumer to pursue the avenues suggested.

Customer Answer
Date: 12/02/2023

Complaint: 209*****

I do not accept the business's response as a resolution to my complaint because: I contacted my bank. You can close this. They are scammers.

Sincerely,

******* ******
Initial Complaint
Date:11/15/2023
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.
on November 1st 2023 I bought a boot on timberland for a total of 229,95. I waited for it to arrived but it never did and when checked the tracking number it said that it was delivered but never got it. this is the order number ********* I asked them about it and they said they couldn't help me.
Business Response
Date: 11/20/2023
A full refund for the order has been processed to this Consumer's original form of payment and hope this brings the matter to an amicable conclusion. Thank you.
Initial Complaint
Date:11/13/2023
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.
This transaction took place on October 25th, 2023. Order number: ********* Total coming to $664.74. I ordered some shoes for a baby shower and a pair for myself, and I was beyond excited to get these because i thought the baby shoes were the cutest things I had ever seen. On Oct 30th I received an update saying my order had arrived and I was ecstatic and couldn’t wait to get them, unfortunately and to me disbelief when I went to pick my package up it was not anywhere I could find it, not anywhere I could find, not with anyone I know or asked or anything. So of course I contacted Timberland, and they said they were happy to help and asked me to fill out a lost package form, and I did. After not hearing back from them for 2 weeks ( the baby shower has already passed sadly ) I decided to call them, when I called them the lady I spoke to put me on hold for about 10-15 minutes and when she came back she told me that due to the order amount I was unable to receive a refund. I was astonished at this because in my mind how can a company not give me my purchased good and yet keep my money??? It made no sense to me and when I asked more questions I was just met with the same answer. This is unbelievable by a company I once beloved and spent more then I’d like to admit over the years. It’s even more unbelievable how little they tried to help me.
Business Response
Date: 11/15/2023
Timberland is sorry to hear about this Consumer’s
experience. We can resend the order or issue a refund as a one-time
courtesy. We ask that this Consumer please advise us as to their
preference by responding directly through the BBB. We will then process either
the order or refund ASAP.. Thank you.
Customer Answer
Date: 11/17/2023
Hello, Thank you for responding. I will take the refund as a one time courtesy, and accept the business response.
Customer Answer
Date: 11/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me. I will take the refund as the one time courtesy, Thank you.

Sincerely,

****** *******
Customer Answer
Date: 11/20/2023
Hello, just want to confirm that you forwarded my message to timberland about accepting the refund resolution. This is the only way I know to contact them through BBB like they asked.
Initial Complaint
Date:10/10/2023
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.
Their shoes have been defective lately which I find strange. Both at their online store and their regular have defective shoes and I find that to be very strange and it puts someone's foot at risk of injury, etc. The last several pairs of various styles of Timberland boots I bought from their stores have mismatched sizes with the right shoes being significantly and obviously larger in length and width than the left shoes. The right shoes come off without untieing them. I first noticed these similar defects starting a couple of years ago when I bought boots that were drastically the wrong size much bigger than my size to the point of the boots looking like shoes for a clown. The first time I noticed the mismatched shoe size was in August of 2023 where the defect occurred overnight as if a swap had taken place with a defective right boot by sneaking into my apartment or, etc. The next morning I realized the right shoe wasn't fitting the way it was fitting properly before then. The attached uploads show how the right shoe is larger than the left shoe. The left shoe is the correct non defective shoe.
Business Response
Date: 10/12/2023
If this Consumer received product with 2 completely
different sizes located on the label inside the footwear, they should have been
returned immediately. When purchases are made at a Timberland store, the
associates look inside each pair of footwear upon check out to ensure that they
match.

If a consumer suspects that there is a potential defect in
workmanship or materials, Timberland products are backed by a limited warranty
for a period of 12 months form the date of purchase from an authorized dealer
or Timberland directly. If this Consumer suspects there is a possible
defect, we recommend that he file a warranty claim. Complete instructions
can be found on timberland.com under “Get Help” - “Warranty”.

In looking at the pictures provided by this Consumer, it
appears that the right boot is placed ahead of the left with the shoe box at an
angle. It the boots are marked with the same size, it is not out of the
realm of possibility that this Consumer does in fact have feet of two different
sizes which could affect getting the perfect fit. We suggest that he get
his feet measured to confirm his exact size(s).

Lastly, we would not have an explanation as to why or how
the fit of his boots changed from one day to the next having initially fit
properly.
Initial Complaint
Date:09/28/2023
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.
I ordered these boots for my pregnant daughter who needs good shoes while she delivers food in a semi tractor trailer truck for Krogers.

Timberland is in a conspiracy with an unknown third party, four other retailers and my bank to deny my purchase for no justifiable reasons.

I want to know why my order was canceled because the details in this order matches the phone, billing and zip at my bank. To be clear,
The bank did not return or reject my payment, Timberland refused to process my orders
Business Response
Date: 10/09/2023
We are sorry to hear that this Consumer is having an issue
with placing an order on timberland.com but please be assured that Timberland
did not refuse to process. We checked our system and were unable to
locate any orders under this Consumer’s name but we can definitely help.
If they are willing, we ask that they please respond in the affirmative through
the BBB and a member of our customer service team will gladly contact them directly
to assist with getting this order completed. We thank this Consumer for
their business and look forward to hearing from them.
Customer Answer
Date: 10/15/2023

********** ********

I do not accept the business's response as a resolution to my complaint because: I provided a copy of my bank statement with the charges. They could have looked up the codes and saw that my order was canceled. My order was canceled and I can't reorder online. Timberland has made no effort to help me and I was denied the right to purchase for no valid reason.
if they wanted to help me complete the purchase, Timberlan would have called me to correct the issue. Instead, they are involved in a conspiracy to block my purchase with Macys and an unknown third party.

Sincerely,

****** ********
Business Response
Date: 10/18/2023
Once again, Timberland assures this Consumer that there is
absolutely no conspiracy as is evidenced by our response to the BBB Complaint
with the offer of assistance and an apology.. As previously stated, we
are happy to provide direct help to this Consumer who can expect to hear from a
member of our customer service team. Thank you.
Initial Complaint
Date:09/06/2023
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.
Went to exchange pants at Timberland Aurora Premium Outlet Chicago. The employee at cashier told me he was the manager and her could exchange the pants because it was clearance. There was no sign whatsoever about being a clearance item with no exchange. The pants didn’t fit me and I wanted to exchange to a pairs of shoes. He was very not polite at all to me and to several customers at the store. I felt very mistreated and I will file a lawsuit if needed. There is no communication on the no exchange and the employee didn’t not explain or checked the sign I told him that it didn’t existed.
Business Response
Date: 09/12/2023
The appropriate District Manager reached out this Consumer directly and resolved the matter to their satisfaction.

Customer Answer
Date: 09/12/2023

Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
Date:07/24/2023
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 bought pair of boots from Timberland through their Facebook store May 26, 2023 that was delivered May 31, 2023. The boots didn’t fit, so I shipped them back to Timberland June 2, 2023. They have a 60 day free return policy. After reaching out to them through Facebook to request a return, they denied the request letting me know to ship it with the return label they provided with the delivery. I used their return shipping label and dropped it off at the United States post office in my local city. When I checked the tracking over the next few day, it looked like the boots were mis-delivered. I reached out to Facebook and Timberland and both companies said they couldn’t help me. After a slew of phone calls, one Timberland employee was able to at least confirm the shipment was delivered to Timberland June 9, 2023. After waiting a few weeks and not getting a refund, getting nowhere with Facebook, and having no other way to contact Timberland, I filed a complaint with PayPal which was how I paid. PayPal has requested a bunch of information from me but I am skeptical that they will refund my money based on their responses and the timeframe. I filed the complaint July 3, 2023. The first case estimate resolution was for July 23, 2023. Now the new date is July 28, 2023 as of this afternoon. I don’t trust any of these companies and simply want the boots back or my money back.
Business Response
Date: 07/28/2023
This Consumer’s order was placed through Facebook
Marketplace and not Timberland’s official website. We reviewed the attachments
provided with the Complaint and while they may not have been aware of what was
occurring, we determined that this Consumer was communicating with Facebook and
not with Timberland. The only contact we located was a Facebook post from
two (2) days ago regarding the Complaint.

Timberland products may be returned within 60 days of order
shipment. The response that the request for return was denied did not
come from us as there is no need to receive a return authorization. We
try to make it as easy as possible by providing a pre-paid return shipping
label with each order. Full details of our Free Return Policy may be
viewed on timberland.com.

Contacting Timberland directly would have enabled us to
resolve this return issue upon confirmation of the product’s arrival back at
our distribution center. However, when a payment dispute is filed, the matter
then becomes between a consumer and the financial institution. Although we
understand this Consumer’s frustration and the inconvenience caused in not
receiving a refund in a timely fashion, the matter is unfortunately now out of
Timberland’s control and between this Consumer and Paypal.
Customer Answer
Date: 07/28/2023
I *repeatedly* and quickly contacted timberland in every way I could. I constantly called the number on my order slip that was included with the package. EVERYONE said they couldn’t help me since it was placed online through Facebook. There was only ONE rep who was able to confirm delivery to the return center but was still unable to help me any further. They said I had to contact timberland through Facebook. I tried that repeatedly and Facebook told me there was nothing they could do to get in contact with timberland. They are giving me the runaround through PayPal. They keep asking for the return label information that I’ve submitted at least twice. I’ve given them the tracking and delivery confirmation yet they are still refusing to refund me my money.
Customer Answer
Date: 07/28/2023
Date Sent: 7/28/2023 9:50:43 AM
I *repeatedly* and quickly contacted timberland in every way I could. I constantly called the number on my order slip that was included with the package. EVERYONE said they couldnt help me since it was placed online through ********* There was only ONE rep who was able to confirm delivery to the return center but was still unable to help me any further. They said I had to contact timberland through ********* I tried that repeatedly and ******** told me there was nothing they could do to get in contact with timberland. They are giving me the runaround through PayPal. They keep asking for the return label information that Ive submitted at least twice. Ive given them the tracking and delivery confirmation yet they are still refusing to refund me my money.
Business Response
Date: 07/31/2023
Timberland confirms that this Consumer’s product
return was received back at our distribution center. As stated in
our original response, the matter was removed from Timberland’s control in
resolving directly with this Consumer as soon as the dispute was submitted with
Paypal. Unless there is an underlying issue to which we are not privy between
this Consumer and Paypal, Timberland has the return and this Consumer is due a
refund from Paypal. We suggest that this Consumer provide our response to
Paypal as additional decisive evidence. If this Consumer is still not
successful in reaching a resolution with Paypal, we ask that she please let us
know through the BBB. It is our sincere hope this matter is resolved for this
Consumer with Paypal without further delays.
Customer Answer
Date: 07/31/2023
PayPal denied my claim. I have now filed through my bank (previously done before my latest communication with BBB and after the PayPal denial). I am waiting to see what they decide. They said it may take a few days.
Customer Answer
Date: 07/31/2023

Date Sent: 7/31/2023 11:55:41 AM
PayPal denied my claim. I have now filed through my bank (previously done before my latest communication with BBB and after the PayPal denial). I am waiting to see what they decide. They said it may take a few days.
Business Response
Date: 03/27/2024
We restate all our previous responses, including that this Consumer having filed a dispute with Paypal and their bank then created an issue out of Timberlands control. We also reconfirm that this Consumers product return was received. If this Consumer supplied all information required by Paypal,
it doesnt make sense as to why a refund was not issued. As suggested, this Consumer should provide the entire communication string from this Complaint as written proof from Timberland to Paypal and their bank.
Customer Answer
Date: 03/28/2024
I just contacted Timberlands customer service and they said you guys gave a refund 7/31/2023. I never received that refund. Is there any way to get proof of the refund so that I can provide it to PayPal and my bank?
Customer Answer
Date: 03/28/2024

Complaint: 20363581

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,

******* Vogues

I was told today by timberland customer service that you guys gave a refund 7/31/2023 that I never received. Is there a way to provide proof of refund so that I can provide it to PayPal and my bank?
Customer Answer
Date: 05/05/2024
My bank eventually refunded me the money.
Business Response
Date: 05/06/2024
Unfortunately, we are unable to provide any additional information other than what has been stated in our previous responses which should be considered written proof from Timberland.
Initial Complaint
Date:07/18/2023
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.
they sent me the wrong pair of boots, they sent me women boots I am a man, Timberland *** ******* *** * ************ ** ********** , now I cannot cantact them, I want to send the boots back, and get what I order.
Business Response
Date: 07/24/2023
We apologize for the inconvenience caused to this Consumer
by receiving the wrong footwear. Our customer service team is always
available to help. We researched our records and although we are unable
to locate an order placed by this Consumer based on the information provided to
the BBB, if they provide an order number or confirmation we would be able to
send the correct boots to them. Thank you.

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Timberland is NOT a BBB Accredited Business.