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:01/03/2023
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 ordered a Christmas gift for a friend that was coming to visit me for the holidays on 12/23/22 payment has cleared ..
on 12/26 /22 I saw that I had yet to receive tracking info so on the website it said order “still processing”. I decided to call Timberland and the representative told me after being on hold for a ridiculous amount of time that the warehouse was closed for the holidays and that someone will be working on my on processing my order shortly. December 28 came and on the website it was still on order processing so I decided to call back timberland. The representative said she would make it up to me by crediting a 5% to my credit card once the order was shipped at this point. I feel stupid because I have no gift to give to my friend after I told him I had something for him. my friend has come and gone and I have had to buy a different gift sense at this point. I just want a refund back so I called and attempted to get a refund but I was told because of the order being in the shipping warehouse that I cannot receive a refund so my thing is if it’s in the shipping warehouse. Why haven’t they shipped it at this point I’m just tired of the excuses and I would just like to see my money credited back. I will buy the boots elsewhere it’s already anew year and nothing !
Business Response
Date: 01/05/2023
It is with our sincerest of apologies to this Consumer
that the shipping of their order was not processed in an acceptable timely
fashion. We regret the inconvenience caused by this delay and as requested,
Timberland will issue a refund for the full amount.
Customer Answer
Date: 01/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18671461, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:01/03/2023
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.
Order #********
Hi I ordered size 11 and 11.5 shoes

Men's Vibram® 6-Inch Waterproof Boots
Style: A2QMF231
Size: 11
Width: Medium
Color: Wheat Nubuck

I received only size 11.5
I would like refund for the missing size 11
Business Response
Date: 01/04/2023
We contacted Timberland Customer Service in Canada and confirm that the matter has been resolved with a refund having been issued to this Consumer for the product not received. Thank you.
Customer Answer
Date: 01/05/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: today is Jan 5th and I haven’t received a refund confirmation email from timberland stating they issued a refund for the missing item . please look into this and reply back to me

Sincerely,

***** ****
Business Response
Date: 01/06/2023
The refund will be credited to this Consumer’s initial
form of payment in 6 to 10 business days. We also confirm that the order did in
fact ship and is expected to be delivered tomorrow, January 7, 2023. Again, we
apologize for the inconvenience and thank this Consumer for their patience.
Customer Answer
Date: 01/06/2023

Complaint: 18673012

I do not accept the business's response as a resolution to my complaint because:
i still didn’t get any email confirmation that they will process my refund for the missing item ? Please email a confirmation refund and reference number . And what do you mean order will be delivered Again on Jan 7th ? I’m confused .

Sincerely,

***** ****
Business Response
Date: 01/12/2023
We apologize for the confusion. This Consumer
purchased two (2) pairs of the same boot in different sizes. Both were
shipped in the same box but this Consumer contacted Timberland and stated that
they only received one (1) pair. Timberland was accommodating by
refunding $220.35 to their PayPal account on January 10, 2023 for the missing
product. Also on January 10, 2023, this Consumer contacted us again
requesting a return shipping label for the boots he said he did receive.
In summary, the Consumer was given a refund for one (1) pair of boots not
received and there may now currently be a return in process. At
this time, we consider this matter closed. One additional note is to remind
this Consumer to keep a record of the tracking number until a refund is issued
if they do decide to send the product back. Thank you.
Customer Answer
Date: 01/24/2023

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:01/03/2023
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 online for Timberland boots on 12/24/2022 I paid for overnight shipping and it still says “ This order is processing” on the order status. It is now 1/2/2023 and I have yet to hear anything about the status of my order. At this point, I just want to cancel the order . Customer service told me multiple different things such as my order would be here by 12/30 which it was not. They also told me that the order would be processed last week which it was not. I would like a full refund on the order.
Business Response
Date: 01/03/2023
Timberland apologies for the inconvenience caused to this
Consumer. Their order has been cancelled and the Consumer has been issued
reimbursement of the full amount.
Customer Answer
Date: 01/07/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint. I did not receive the full refund. I only received $156 when it is supposed to be $180. They did not refund me the overnight shipping cost that I had paid for .

Sincerely,

******** *******
Business Response
Date: 01/09/2023
This Consumer’s order
was cancelled on January 3, 2023 and since the order did not ship, they were
not charged for product or overnight shipping. Perhaps there was a
pre-authorization on this Consumer’s credit card for the amount of $180.76, but
the hold would have been dropped by their financial institution when the order
was cancelled.
Initial Complaint
Date:01/03/2023
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 of boots on Dec. 22nd of 2022. I was informed that my order was being shipped ground and that the estimated arrival was to be Dec. 28th of 2022. I may be moving soon and was expecting Timberland to uphold their half of the bargain by sticking to the estimated delivery date.

They automatically tapped into the funds for the order; but ever since I ordered the boots the order has not budged and remains "processing," when I sign into my Timberland account. The shipping says ground 7 to 10 business days and again the ETA states Dec. 28, 2022. I contacted and was placed into a chat with "Amber." who tried to ignore the ETA (12/28) and tell me that it takes 7 to 10 business days for them to "prepare the item." I told her the 7 to 10 business days is actual SHIPPING time and that they already have an ETA for Dec. 28th. It does not take almost two weeks to pack a pair of boots. I then warned her that I would contact the AG office in PA if I did not receive my order. Again, I may be moving soon and need my order delivered as agreed (12/28). I am seeing this kind of thing is common with this company and do not want to have to take this to a legal arena.
Business Response
Date: 01/05/2023
Timberland' apologies for the delay in shipping but can confirm that this Consumer's order is out for delivery today.
Initial Complaint
Date:12/21/2022
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.
Terrible customer service! I ordered a pair of boots and they guarantee to receive before Christmas and they didn't even ship! This company SUCKS! And then giving a hard time to return the money! And to top it off they couldn't even give name of person I spoke to on messages. But spoke to Paula (manager) and she wasn't even helpful either! People stay away don't count of their words!
Business Response
Date: 12/21/2022
Our Customer Care
Team located one (1) order placed by this Consumer two (2) days ago on December
19, 2022. At this late date in the holiday shopping season, Christmas delivery
is not guaranteed. Our website states accordingly that although we are working to
process and ship as quickly as possible, delivery times are running longer than
normal due to high volume. Unfortunately, since this Consumer’s order is
in process, we are unable to cancel. If upon delivery this Consumer no
longer wishes to keep the boots, they can use the free return label included in
the box to ship the unused product back to us within sixty (60) days of the
date of shipment.
Customer Answer
Date: 12/21/2022
This is a lie, when I made the purchase their website was still stating that guarantee Christmas delivery. They must of changed it Monday and now they trying to stick to that message which is a lie! Unfortunately I want nothing from them just want the world to know to not count on them in any purchases!
Business Response
Date: 12/22/2022
We respectfully disagree with this Consumer. Our website was updated approximately two (2) weeks ago with notice that the order cut-off date was December 13, 2022. Thereafter, the following messaging currently on our website is the same as was posted when the Consumer placed their order just this past Monday, December 19^,2022: “We’re working to get orders out as quickly as possible, but due to high volume delivery times are running longer than normal. If you’ve already received confirmation that your order has shipped, please visit your carrier’s website to track your package.” As stated in our previous response, this Consumer may return their product, free of charge, for a full refund.
Initial Complaint
Date:12/19/2022
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 placed an order to try boots out from their catalog. It was a large order totaling $1063.96 and I returned all the items as I don't like the nubuck material and how prone it is to scuffing etc. They're also just uncomfortable

I returned my order weeks ago. Support stated the return was processing and I should wait for a refund

Today I received a refund via PayPal my original payment method.

However I was refunded for a SINGLE pair of boots. Meaning I'm missing roughly $900. The box weighed over 10lbs with boxes filled edge to edge so I fail to see how I was refunded for a single pair of boots and the processing of this refund was so remarkably lax

I need my money for my return. All of it.
Business Response
Date: 12/19/2022
We are disappointed that Timberland products did not meet
this Consumer’s expectations. Furthermore, we sincerely apologize for the
delay. A refund has been issued for the entire order in the amount of
$1,063.96. Each boot was processed as an individual item and will be
reflected as nine (9) separate amounts to this Consumer’s original form of
payment. Thank you.
Customer Answer
Date: 01/05/2023
BBB spoke with this consumer who indicated that the business has resolved this complaint to their satisfaction.
Initial Complaint
Date:12/19/2022
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 online order on 12/8/22 and the payment cleared my account on 12/9/22. Since 12/8 my order status has been showing “processing” despite the 2-3 day shipping it promised. The site does not allow anyone to chat. It says “We are unable to chat at this time” no matter the day or time. When I call customer service I’m on hold for over 30 minutes and no one ever answers. I sent an email but doubt I’ll get a response. I asked to cancel my order since it’s been so long but the chat box’s auto response bot says you cannot cancel an order in processing. I would like a refund as it obviously is not going to get to me in time for Christmas which was my sole purpose for ordering it three weeks early.
Business Response
Date: 12/19/2022
It is with our sincerest apologies for the inconvenience
caused by this Consumer not having received their Timberland product.
Please be advised that upon the order being shipped, Timberland will also issue
a refund to this Consumer. Thank you.
Customer Answer
Date: 12/19/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18602871, and find that this resolution is satisfactory to me.

Thank you very much!

Sincerely,

****** *****
Initial Complaint
Date:12/15/2022
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 on December 2, 2022. I have yet to receive ANY type of shipping confirmation from this company, only empty email promises of shipping out orders. Christmas is literally NEXT week and Tudor this to be a well known company this is very disappointing and discouraging. I would like my order shipped by the end of the week or process my refund. I will NOT shop here again. Order #********
Business Response
Date: 12/15/2022
There are many loyal Timberland customers ordering a lot
of product during this holiday season, for which we are grateful. We sincerely
apologize for the delay and understand this Consumer’s frustration. With the
holidays fast approaching, Timberland is experiencing a high volume of orders.
As a result, we updated our website with a notice to please allow 7 to 10 days
for us to pack an order and 4 to 6 days for delivery. We truly appreciate
the patience of our customers and please be assured that we are taking
additional, pro-active, steps to process and ship orders as fast as
possible. If this Consumer would like to speak with a Customer Care
Supervisor, we ask that they please respond through the BBB and we will be
happy to contact them directly to discuss the matter further. Thank
you.
Initial Complaint
Date:12/13/2022
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 on December 2nd! Since that day I haven’t heard about my order! Is now more than 10 days that I placed that order! (11 days to be exact) ANY store takes more than 10 days to ship out an order! This have caused me very bad headache! I’ve contacted customer service EVERY SINGLE DAY and they don’t have a response! Is for real the worst customer service I’ve ever known! I do not recommend Timberland to anyone that want to place an order! I don’t know why is taking so longer with mine! WHY? Is completely unacceptable!!! Order number: ********
Business Response
Date: 12/14/2022
There are many loyal Timberland customers ordering a lot
of product during this holiday season for which we are grateful. We sincerely
apologize for the delay and understand this Consumer’s frustration. With the
holidays fast approaching, Timberland is experiencing a high volume of orders.
As a result, we updated our website with a notice to please allow 7 to 10 days
for us to pack an order and 4 to 6 days for delivery. We truly appreciate
the patience of our customers and please be assured that we are taking
additional, pro-active, steps to process and ship orders as fast as
possible. If this Consumer would like to speak with a Customer Care
Supervisor, we ask that they please respond through the BBB and we will be
happy to contact them directly to discuss the matter further. Thank
you.
Customer Answer
Date: 12/14/2022

Complaint: ********

I do not accept the business's response as a resolution to my complaint because:
TIMBERLAND IS THE WORST COMPANY IVE EVER KNOWN! My purchase has been totally IGNORED! Is MORE THAN 10 days from the date I placed my order! 12 DAYS AND MY ORDER HAS NOT BEEN SHIPPED!!! TOTALLY DISAPPOINTING

Sincerely,

***** *******
Business Response
Date: 12/16/2022
Timberland
takes the issue very seriously and assures this Consumer that their purchase
has not been ignored. As stated in our original response, we offered to discuss
directly in a sincere effort to bring about an amicable resolution. Therefore,
one of our Customer Care Supervisors will be contacting this Consumer as soon
as possible.
Initial Complaint
Date:12/12/2022
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.
Company Timberland. Poor quality and poor customer service. I purchased a pair of Timberland combat boots 03/13/22 at ******** on line in red. I was thrilled to find the colour. I’ve worn them minimally as they are meant for the cold weather. I wore them in Toronto last weekend and got caught in a rain storm. When I got home I discovered the red dye from the boots had bleed all over the bottoms of my pants. I called customer service and after finally connecting with a rep his response was shock as he stated he’d never heard that complaint before. He then directed me to a Timberland Warranty web address where I was directed to send in photos of my bill, the boots, the size tag inside the boots and of course my stained pants with an explanation. I got a response the next day stating I should simply mix baking soda and water—create a paste—-apply with a damp cloth—let it dry and then wipe it off. They further stated I might have to do this several times. Obviously Timberland is familiar with this problem. It is clearly apparent that this colour is not colour fast and they expect their customers to get the dye colour fast! They happened to have the method readily on hand. No mention of their responsibility for my ruined pants. They are not admitting a defect and if I did the limited warranty claim I could only replace them with another pair of boots. ********’ refund policy is only up to 30 days from date of purchase. I bought them because they were red and because I stupidly thought Timbetland meant quality. Now I’m stuck with this defective pair and I’m on my 4th attempt to get the dye to stop bleeding! $200 in the garbage.
Business Response
Date: 12/13/2022
We are sorry that this Consumer had a negative experience
with not only a Timberland product, but our customer service falling short of
expectations. Jonathon, from our Customer Service Team in Canada, will be
contacting this Consumer directly to resolve the matter as soon as
possible. Thank you.
Customer Answer
Date: 12/13/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18550941, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

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Timberland is NOT a BBB Accredited Business.