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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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:06/22/2023
Type:Service or Repair 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 have been calling and emailing about boot warranty. purchased expensive boots and they didn't last 2 months with normal work wear at my husbands work. Still haven't heard back or got any resolution.
Business Response
Date: 06/23/2023
Timberland has researched the statements and information contained in this Consumer's Complaint. Receipt of the Consumer's information has been confirmed by the Customer Service Team, where the file has been under review to establish claim. We apologize for the delay in this process and have escalated the issue internally. The Consumer should be hearing from the Warranty Team shortly.
Customer Answer
Date: 06/23/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: they still havent contacted me through email nor phone. Please if they could contact me through email or phone to resolve this. They have my information through the emails and customer service I have given my number. Thank you

Sincerely,

******** ******
Business Response
Date: 06/26/2023
In Timberland's continued efforts to resolve Consumer complaint, the escalation to Customer Service Supervisor Team resulted in a communication to the to the Consumer at the email provided to Timberland, on Friday, 06/23/2023 4:04:17 PM CST. As of noon CST today, Monday, 06/26/2023, Timberland Customer Service has not received a response from the Consumer on this matter.
Customer Answer
Date: 06/26/2023

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. I found the email in my SPAM folder after i rejected the resolution the first time. Thank you

Sincerely,

******** ******
Initial Complaint
Date:04/14/2023
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.
The problem is I returned a pair of boots that hurt my feet. I considered them irregular. I was told they received the boots and were being held at their warehouse. That was on 2/3/21, at ###-###-####. Twice i was told YES we have them but nothing has been done. Now, yes a little time has passed because i kept forgetting and thinking surely they will return something, the boots, another boot or a phone call. I have nothing. The tracing is #**** **** **** **** **** **. I would like another type/style of boot size 10 1/2, other than the ones, my boots back i sent or my money back (about $160.00). I would prefer another boot.
Business Response
Date: 04/19/2023
Timberland has researched the statements contained in this
Consumer’s Complaint. As a result, we were unable to locate any orders or
warranty claims matching their information. We then went a step further
in investigating by using the USPS tracking number provided. We found that the
package was delivered to a shipping agent, not definitively but likely FedEx.
Unfortunately, there is no record of this number with FedEx. The last movement
of record is on November 24, 2021 at 1:26 pm in District Heights, MD 20747.
The return did not arrive at our warehouse and it appears that it was
lost in transit by the carrier. Since we have exhausted all avenues internally,
and although some seventeen (17) months has passed, we suggest that this
Consumer file a claim with USPS.
Initial Complaint
Date:04/12/2023
Type:Service or Repair 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 these for my boyfriend in Sept 2021. He had another pair as well. He did not wear them that often, but this weekend when wearing them he felt his sock get wet. The shoe sole was cracked. Please see attached pictures of the shoe and the receipt. I have copied customer care for Timberland in on this email as well. Is there anything that can be done as a replacement?Please advise. Not sure if you carry the powertrain slip ons anymore or just the tied shoes. Thank you!!

This was sent to Timberland customer service. On March 14th I heard back from Tatianna R. She sent me a form to fill out and I did and emailed back with photos. And not one word since. I understand it has been 1.5 years but the shoes were barely worn and no reason a sole that thick should have cracked in half.
Business Response
Date: 04/13/2023
We sincerely apologize for the inconvenience, but we have no
record of having received a warranty claim from this Consumer. We ask
that they please let us know as to where the completed Warranty Claim Form and
photos were sent so that we may investigate further. Thank you.
Customer Answer
Date: 04/13/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: this is a lie. I have sent multiple emails to.
***************@vfc.com

****************@timberland.com
Tatiana R. Originally sent me the form. This is ridiculous!!! Horrible service!!

Sincerely,

******* *******
Business Response
Date: 04/18/2023
Please be assured that we want to help resolve this issue
just as quickly as possible. We once again apologize but we are unable to
locate any emails or warranty claims based on the very limited information
provided in the Complaint. If this Consumer has an SA number connected to
the warranty claim or a different email address that they may have used, please
provide to us. Otherwise, we are happy to have a Customer Service
Supervisor contact them directly. Thank you.
Customer Answer
Date: 04/18/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because they are lying. I have emailed multiple times to them and received a response now From Timberland in Canada?! This is **! I attach all the files to this complaint and all my emails. They need to step up and reimburse me or send a quality compatible shoe to me!!! Stop lying Timberland!!! BBB you see my attachments too!!! I have been sending them since March 14th!! I gave you both email addresses I sent them too! This is so foul to treat customers like this!

Sincerely,

******* *******
Business Response
Date: 04/19/2023
With this Consumer mentioning Canada in her last response,
we were able to investigate in a different direction. We now know why we could
not locate this warranty claim and understand this Consumer’s frustration.
From what we are able to determine, the customer service representative
erroneously responded with our email address in Canada. Furthermore, this
Consumer did not receive a response from the customer service representative
with whom she corresponded due to the fact that she is no longer with the
company. All a very unfortunate set of circumstances for which we do
sincerely apologize.

With respect to the warranty claim, Timberland products are
backed by a limited warranty to be free of defects in workmanship and material
for 12 months from the date of purchase from Timberland or an authorized
dealer. The terms and conditions of our limited warranty may be viewed on
our website. This footwear was purchased in September of 2021 and when the
initial claim was filed in March of 2023, it would make them 6 months out of
the warranty period. Even though the product is no longer covered by our
limited warranty, we are offering this Consumer an electronic gift card in the
amount of $40.00 as a gesture of good faith.
Customer Answer
Date: 04/20/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because all this information was in the first three responses until just recently a Canada branch responded to me. Yes they are 6 months out of warranty but look at the picture of the sole that cracked in half!!! There was barely any wear and tear on the soles!! UNACCEPTABLE!! $40.00?! That is a slap in the face. Plus playing games on this website with me and the BBB?! Keep your $40.00. Timberland out of good faith should back their products and reimburse me the full amount or at least half! This customer service from Timberland is a joke! Disgusting. Thank you BBB! But Timberland come to find out does not care about their products. And definitely not their customers.

Sincerely,

******* *******
Initial Complaint
Date:04/11/2023
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.
I purchased work boots (comp. toe "PRO") from Timberlands website directly, I was sent the shoes, tried them on for a few hours and my feet started to bleed from blisters. I took the shoes off, put them in the box they came in and affixed the label provided by Timberland for returns. It has been about 22 days now and I have not heard any response from Timberland. So Open a chat dialouge with Debra. Debra told me there are no refunds on worn shoes (?!) and the 30 day comfort gaurentee is for credit on more Timberlands. Also, I was told that this can olny be used once, so if the next pair are as bad as the first, I'm out $150. Debra sent me the form to file. This form said " a full refund would be issued". How do you know if the shoe is comfortable w/o trying in on! I asked Debra this and was ignored in chat. So I sent a message on 4/4. This was also ignored. So I reopened a chat on 4/11. I was told a different resolution. That the warehouse would likely no accept my return (due to the inability to re-sell?!) and would just return my shoes back to me. Timebrland cannot provide any answers becasue they don't record the tracking numbers to the labels they provide, I was told by Tara that that is my responsibility and they couldn't verify anything becasue I don't have their tracking number. I was then told that nothing can be done about this until 4/21/23, 43 days after purchase. I have purchased more Timebrland products than I can count since the 90's. It has been my go to workboot for over 30 years. I have exchanged in store, got refunds for poor quality (I guess I should have just bought from Journeys). Timebrland is losing a lifelong customer becasue of poor service and this crazy runaround. It;s super simple, I bought shoes from Timberland that madef my feet bleed. I returned them with the provided label, using the provided instructions. Now I'm being told the policy is different. Nonsense! Refund my money so I can buy work boots! Crazy...
Business Response
Date: 04/12/2023
We appreciate this
Consumer’s long-standing history with the Timberland brand and are sorry to
hear about their negative experience with a recent purchase. Products purchased
on timberland.com may be returned free of charge for size, fit or style reasons
within 60 days of shipment of an order, provided it has not been damaged,
washed, altered or worn. In researching this Consumer’s order, the boots
are covered by our 30-Day Comfort Guarantee. This Consumer returned the boots
using the label included in the box which is specifically for returns as
described above. We do have two (2) separate processes in place for returns
covered by the 30-Day Comfort Guarantee and warranty claims for potential
defects in material and/or workmanship. Both may be viewed in their
entirety on our website. This Consumer’s boots have not yet arrived back at our
distribution center. When sending packages, delays do occur in transit
from time to time and it is always a good practice to make a note of all
tracking numbers until confirmed received by the recipient and/or vendor.
Without the benefit of a tracking number, a claim cannot be filed with a
carrier when a package is lost. When this Consumer’s return does arrive
at our distribution center, we will be happy to take action under the 30-Day
Comfort Guarantee but we cannot approve this claim without having the boots
returned to us.
Customer Answer
Date: 04/12/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: This is the 4th version of the policy I have heard from Timberland. You are correct in assuming that keeping records of the labels you create for tracking is a great idea. That is probably why Timberland should record the tracking info for the labels they create, to better serve their clients. You've kept track of the shipping label that sent the product, correct? This obscure policy does nothing to serve the customer and only bolsters the defiance of the company in returns. This is super simple. Your shoes were terrible, misrepresented and likely defect. The box is likely in your warehouse right now but based on the inaction I have received from Timberland, I suspect that same apathy exists in the warranty/return dept. I'm sure you'll blame COVID and staffing issues next. And in a final play, blame the consumer. I will not accept any other resolution other than a full refund for the junk I was sold. This is why I contacted the BBB, because of this very same run around. A run-around many others have run into with VF enterprises, across all their products. This is an unethical practice and does nothing to protect the consumers interests. That is why the BBB has to mediate this now, until satisfaction.

Sincerely,

******* ********
Business Response
Date: 04/13/2023
The Better Business Bureau does not mediate on behalf of
consumers. However, please be advised that this Consumer will be
contacted directly by a Timberland Customer Service Supervisor in a good faith
effort to bring about a satisfactory resolution to this matter. Thank
you.
Initial Complaint
Date:01/31/2023
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 products from them for Christmas. Despite ordering 4 weeks prior it did not ship prior to my need. After fighting with the company they stated they would have it marked returned to sender, give me a refund immediately and send me a digital giftcard. Unfortunately, I never got my refund, I never got the product, and they are fighting me with my credit card company (although I do have documentation supporting this as I saved all conversations). Moreover, I received the 50-dollar gift card, fighting me is pure dishonest behavior and subsequently where my problem is. I was a lifelong customer and at this point, I am done with this company. Beware they are dishonest, unethical, and they do not care about loyalty. I have documented proof if you want to see it.
Business Response
Date: 02/02/2023
Timberland sincerely apologizes for the inconvenience
caused to this Consumer and for failing to meet expectations with respect to
their product order. Please be assured that nothing dishonest or
unethical occurred. This Consumer was issued a $50 Timberland electronic
gift card as promised for not only their trouble, but in appreciation of their
loyalty and lifelong support of our brand. When refunds are issued from our
end, it is important to note that they do not happen instantaneously. We have
no control over the length of time it takes a financial institution to post to
a person’s account. With respect to this Consumer, when we attempted to
issue the credit, we discovered that the charge had been disputed. Once this
happens, there isn’t anything Timberland can do to intervene in the dispute. It
is of the utmost importance that we follow through with all resolutions offered
to our consumers when issues do arise and this is no exception. Unfortunately,
this is now out of our hands and a matter between this Consumer and their bank.
Initial Complaint
Date:01/31/2023
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 01-16-2023 I received an email that an order had been placed with Timberland using my email. I did not place this order so I immediately contacted their customer service to report that my email address was used fraudulently. They responded that they would cancel the order and send the incident to their fraud department. The next day I received email that the order had shipped anyway. I have continued to receive daily marketing emails from Timberland despite contacting them multiple times since to reiterate that the account made with my email is fraudulent and I have no desire for any contact with their company. Their customer support staff have vacillated between completely ignoring what I say and claiming to pursue actions that they clearly never do.
Business Response
Date: 02/17/2023
Timberland has reviewed this Consumer’s Complaint.
We take incidence of fraud very seriously but it is our responsibility to
handle claims within both corporate and legal parameters. We communicated
to this Consumer that our fraud team would be alerted about an order reported
to have not been placed by him but under his name and personal email address.
The order was too far in the process resulting in it being shipped and
delivered. As the order was entered correctly per the financial institution on
Timberland.com, it was not flagged as fraudulent. We understand this Consumer’s
assertion that he did not set up the account. Timberland Customer Care does not
have the ability to remove consumer information from accounts. Our last
communication was on January 27, 2023 to advise this Consumer that his email
address will removed be from our marketing email list as soon as
possible. As previously suggested, we urge him to complete the privacy
request (****************)
with his information to have it completely wiped from our system. At this
time, there are no charge backs for this order. However, if his credit card was
compromised, we strongly encourage this Consumer to work with his financial
institution to file a dispute. Timberland will then be able to work with the bank to provide information needed in their investigation. Thank
you.
Customer Answer
Date: 02/21/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because:
Their response claims to take fraud seriously but the extent of their investigation appears to be to shrug and say "the bank gave us our money". Even if the monetary transaction was valid there is still an account associated with the wrong email. Were I unscrupulous I could potentially gain access to someone else's financial information or use their credit card. It appears that Timberland does not care whether purchases on their website are fraudulent so long as they get their money.
Their claim that they cannot remove information from accounts on their own system is both absurd and irrelevant. I asked for the account associated with my email to be deleted. If Timberland is not able to alter or remove accounts that people set up with them then that is a serious problem and shows gross incompetence on behalf of their system designers and/or their current employees.
It has been almost a month since they acknowledged I do not want their marketing email but they continue to send them. It is, again, absurd and indicative of either incompetence or dishonesty that it would take them so long to remove an email entry from their database.
Lastly, it is ridiculous to the point of being suspicious that they would direct me to enter personal information on a third party website in order to remove information from their systems. I do not want Timberland to have my email and I am absolutely not going to give further information to another organization to have it removed. As originally requested, Timberland should cease all contact and delete the associated account. It should never have taken more effort than me contacting them for this to happen.

Sincerely,

* ******
Business Response
Date: 02/23/2023
Timberland further responds by stating that email addresses
from domains outside of Timberland.com are out of our control. Typos do
occur so there is a possibility someone else with a similar email address
mistakenly entered the same email address as this Consumer. Due to our
compliance obligations, the link provided is the only way to go about
removing his information and then our consumer data management team will be
able to do so once the required information is securely provided by this Consumer.
Customer Answer
Date: 03/02/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because:
This response does not address any of my concerns. Timberland continues to shrug off the possibility that the account is fraudulent or that a typo may allow a third party to access a customer's private financial information. The claim that the domain of my email is relevant is a blatant red herring. Presumably, an overwhelming majority of their customers don't have @timberland.com emails (unless I am somehow unaware that a shoe store is also a major email provider). Are we supposed to believe that it is impossible to delete accounts not associated with @timberland.com email addresses? Is it impossible to remove such addresses from their marketing lists? Timberland previously claimed it would remove my email from its marketing list (it still has not). At least one of those claims must be a lie.
Timberland is, again, essentially claiming that they have no access to their own systems. This is patently absurd, and the response is clearly disingenuous and false. Their direction that I enter my information on a third party website to remove my email from theirs is incredibly suspicious.
As originally requested, Timberland should cease all contact and delete the associated account.

Sincerely,

* ******
Initial Complaint
Date:01/17/2023
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.
On September 25th 2022 I bough online a pair of Timberland boots. Some days ago I noticed that both boots broke from the pull on straps. I wear the boots only 3 days per week and not a heavy use. I opened a claim to Timberland directly (claim SA#0157834) and the response from customer support was that the issue is cosmetic when clearly it is a quality issue.
After an initial research on DSW site I noticed this is a common issue with these boots
Business Response
Date: 01/18/2023
Timberland reviewed this Consumer’s warranty claim a
second time. We concluded that we stand by the decision to deny the claim based
on the circumstances of his particular claim. We also respectfully disagree
with this Consumer in that the issue he experienced is a common occurrence
either in general and/or as it relates specifically to purchases made of this
boot through DSW. Upon checking the DSW website, the Greenstride boot has
194 reviews with a 4.7 out of a possible 5 stars. As a gesture of good
faith as was originally offered to this Consumer, a 15% discount towards a
purchase on our website still stands. Thank you.
Customer Answer
Date: 01/19/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: on DSW page (***********************************************************************************************************) several customer are showng with pictures the same issue. The boot ripped because poor craftsmanship, not because use. At the end of the day it a defect that impacts the boots construction and it should be covered by the warranty.
Finally this is the first I hear about a 15% discount, this was not mentioned on the original complaint. This is not acceptable I want a refund

Sincerely,

********* ******
Business Response
Date: 01/24/2023
Timberland restates
our original response to the Complaint in its entirety with the discount of 15%
off of a future purchase on timberland.com still valid. Thank you.
Customer Answer
Date: 01/24/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because the product broke due to poor materials/craftsmanship. This is ridiculous, my boots are broken due to a defective product/materials and you expect me to buy additional items from your store? This is unacceptable, I want a refund or repair my boots.
This is from your warranty site “Since 1973, Timberland has been committed to offering the finest products, using only the best materials and applying strict quality control standards. Timberland products (the “Product(s)”) are warranted to be free of defects in material and workmanship for 12 months from the original date of purchase. Our warranty is an expression of our confidence in the material and workmanship of our company’s Products, and assures unsurpassed quality for rugged, dependable Products. Because Timberland cannot control the quality of Products sold by unauthorized sellers, this warranty applies only to Products that were purchased from Timberland or a Timberland authorized seller, unless otherwise prohibited by law”
You are not following your own warranty

Sincerely,

********* ******
Initial Complaint
Date:01/17/2023
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.
I placed an order for boots on 1/2/23. Received confirmation and after a week, I was wondering why I had not received tracking info so I opened a "Chat" with Timberland and was told that there was a 10 day back up. I expressed my unhappiness and wondered why they don't tell you up front. She said they would give me 10% off for my trouble. Not happy but wanted the boots. Finally shipped 1/10 and tracking had 1/13 as delivery date. I look today and now date is Mon 1/16. Now I am really angry and I chat with Lasership, the shipper. They don't know but will investigate and that may take 2 days or so. Now back to Timberland. Another joke. It is beyond me how this company stays in business with the way they take advantage of customers. No one seems to care and I can't get an answer as to where the boots are. Timberland tells me to take it up with Lasership. Here's the thing, Timberland hired these delivery people, they should look into this. I am sick and tired of waiting and I want my money back. I saved a long time to buy these and I am upset that this happened and now I feel like I have to cancel. Plus, I never received the extra 10% anyway. These boots were a gift for myself. I am very upset at the way this company treats customers. Oh, and to really show the lack of organization, I received a text today from Timberland that the boots were delivered and asking me how I like them. Unreal.
Business Response
Date: 01/18/2023
Timberland is disappointed that this Consumer is
dissatisfied with the length of time it took for her order to be shipped. Notice
was posted on the Timberland website that we were experiencing extremely high
volume over the holidays. This Consumer stated she placed an order on Monday,
January 2, 2023 but our distribution center was closed for the New Year’s
Holiday. Orders are shipped on business days only, Monday through Friday,
excluding U.S. federal holidays. Our policy can be viewed on our website under
“Shipping” - “What’s Your Shipping Policy?”

This Consumer’s order shipped on January 10, 2023.
Important to note is that once a standard/ground shipment leaves our
distribution center and in possession of the carrier, we unfortunately have no
control over the time it takes to be delivered. There could be various reasons
for delays in transit especially during this time of year when winter weather
is often a major factor.

We are happy to confirm that this Consumer’s order was
delivered on January 14, 2023. We apologize for any inconvenience caused
and if this Consumer no longer wants to keep the boots, she can certainly return
for a full refund by using the free shipping label included in the box.
Thank you.
Customer Answer
Date: 01/19/2023

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.
Want to add that Timberland made the choice to use LaserShip and that is the issue. No one knew where the order was. At one point it was tracked in Jumbo NJ." What a joke. Then you blame the consumer. I sent these back already and I will NEVER do business with this company again. LaserShip has a rating of 1.2 out of five on Google. These are the people that Timberland uses to deliver. LaserShip will drag Timberland down with them. I sent these boots back.

Sincerely,

***** *******
Initial Complaint
Date:01/12/2023
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've bought several pairs of boots from Timberland and its affiliates since Christmas, 4 to be exact. So far, only ONE pair has come in perfect condition. I ordered a white pair, it had wrinkles on the top, a wheat pair that had wrinkles on the top, and from CHAMPS, I ordered a navy pair, it came with wrinkles, I sent it back, and they sent me a new pair that looked WORSE than the original pair or any of them I had received so far. Timberland is literally a sweat shop selling used refurbished boots as if they were new and lying to people about it. This is fraud and this company should be litigated for false advertising.
Business Response
Date: 01/12/2023
Timberland is sorry to hear that the quality of our boots
failed to meet this Consumer’s expectations. His Complaint filed with the BBB
is the first time that we have been made aware of any issues experienced by
this Consumer. Timberland products are backed by a limited warranty. If a
consumer believes they have a product that is defective in material or
workmanship, a warranty claim should be filed in order for us to conduct an
inspection. Rest assure, Timberland is not selling used refurbished
boots. According to our records, this Consumer called our Customer Care Team
one time requesting tracking and order status. We have no documentation of any
further communication regarding either the condition of the boots he received
or a replacement. In appreciation for this Consumer’s persistence, we are
happy to send a replacement pair. If this proposal is acceptable to bring this
matter to an amicable resolution, we ask that this Consumer please email ***************@vfc.com attention
Kristen B. Thank you.
Customer Answer
Date: 01/13/2023

Complaint: ********

I emailed the given email at ***************@vfc.com on Tuesday of this week and have yet to hear back from anyone. I am looking for a refund and not a replacement. I sent pictures of the boots in and a signed warranty claim sheet because I wore the boots twice before noticing the wrinkles appear on the most recent purchase of boots. Attached is an image of this email.
I have not spoken directly with Timberland since before receiving any of the boots. I called and complained to CHAMPS directly, because they were the most recent seller to send me what looked like used boots. They told me that they were not to blame, and that they did not knowingly sell used boots, but that it would have been an error made by manufacturer, i.e., Timberland.
Needless to say I am very wary of buying anymore boots from Timberland, which is heartbreaking for me because they have been my favorite brand for nearly a decade. My reaction to the quality of these recent boots is due in part to how reliable Timberland has been in the past.

Sincerely,

***** ******
Business Response
Date: 01/17/2023
Timberland can provide additional context in that this
Consumer first contacted Timberland on December 9, 2022. As stated in our
initial response to the BBB Complaint, we have no record of this Consumer
expressing any issues he was experiencing with Timberland product. Similar to
the response this Consumer disclosed having received from Champs, we also
reiterate that Timberland does not sell used product. However, now that this
Consumer has submitted a warranty claim, our inspection revealed that there is
no defect in material or workmanship. The warranty claim is denied as the boots
are in perfect condition. The crease is cosmetic and located at the exact point
where the leather bends while walking. As discussed in our previous email
communications with this Consumer, our offer still stands in appreciation for
his loyalty. Thank you.
Customer Answer
Date: 01/17/2023

Complaint: ********

I have owned Timberland boots for years. I put crease protectors in the boot to prevent wrinkles. I also received a pair that had wrinkles in it without me ever wearing them. This company is selling used trash and passing it off like new.
I will be sending back the boots and I will receive a full refund. If I don't, i will file a dispute with my bank that I've received a faulty product with false advertising, and I refuse the product. Keep your crap and give me my money back, bunch of clowns.

Sincerely,

***** ******
Initial Complaint
Date:01/09/2023
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 a pair or boots as a gift on December 23rd; My ETA on the boots were 5-7 days and its been almost 2 weeks past that time now. I called customer service and they stated they were behind on shipping and tracking number hadn’t even been created even though my order says its on its way, therefore i cant get a refund until after it ships out. The boots are supposed to be arriving tomorrow and they’re just now taking out the payment for the boots today January 6th putting my bank account Over Draft. I would not recommend anyone purchase anything from Timberland Ive never experienced any issues like this with any other shoe vendors.
Business Response
Date: 01/10/2023
Due to extremely high
volume when this Consumer placed their Timberland order, our processing time was 7 to 10
business days plus additional time for transit. This Consumer contacted us on
January 2, 2023, we advised them of the delays, no further requests were made
and the order remained in process. Payment is not taken until tracking
information is available and an order ships. It’s unfortunate that this
Consumer’s account was overdrawn but in order for a refund to be issued, the
product must be returned. If this Consumer does not want to keep the product,
which we confirm was delivered on January 7, 2023, they can return to
Timberland free of charge by using the label included in the box. Thank you.

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