Complaints

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

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• 

  Timberland

  200 Domain Dr Stratham, NH 03885-2575

• 

  Timberland Outlet

  901 N 8th St Reading, PA 19604-2307

• 

  Timberland LLC

  1025 Industrial Park Dr Ste 920 Smithfield, NC 27577-6036

• 

  Timberland

  625 N. Michigan Ave. Chicago, IL 60611

• 

  Timberland

  268 Nut Tree Rd # 268 Vacaville, CA 95687-3235

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:12/12/2022

  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 bought a pair of boots from Timberland on 12/03/2022. On the invoice it says estimated delivery 12/08/2022. That date came and went, no delivery. Contacted Timberland about this, was told due to heavy volume of orders delivery will be late. Then I look on there website today 12/12/2022 and it says if you order by 12/13/2022 you will have them by 12/24/2022. That is such a blatant lie. They should not be allowed to falsely advertise their shipping times when they know it can't be done. Case in point my ordered was placed on 12/03/2022 and as of 12/12/2022 order has not even shipped yet! These are a Christmas gift that I thought was ordered in plenty of time.

  Business Response

  Date: 12/12/2022

  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 sincerely apologize for the delay and understand this
  Consumer’s frustration. The package will be shipped for delivery before
  December 24th.  We truly appreciate the patience of
  our customers and please be assured that we packing and shipping just as fast
  as we possibly can.  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: 12/13/2022

  
  
  Complaint: 18559289
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:12/12/2022

  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.

  Hello, my name is ****** ******* and my order was Order #*******3. I’ve spoken to customer service and they told me to wait and it’s been over a month now. Can you please give me an update?
  I’ve been a lifelong customer of timberland boots and I’ve never experienced anything like this.

  Business Response

  Date: 12/12/2022

  Timberland is grateful to this Consumer for their support of
  the brand as a lifelong customer. According to our records, the order was
  delivered on November 15th.  We ask that this Consumer please
  contact us directly by sending an email to [email protected], to the
  attention of Nicole M to discuss and resolve the matter. Thank you. 

• Initial Complaint

  Date:12/09/2022

  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 a order on 12.2.2022 Oder # ******33 your website said my order would be delivered in 3-5 business days and the 5th business day will be on tomorrow 12.9.2022. I reached out to a chat rep Amber who was not nice but rude and the tramp ended the chat without answering my questions. This was my first and last time ordering with Timberland and on top of my order not being delivered in 3-5 business days a rude rep ended the chat.

  Business Response

  Date: 12/09/2022

  Timberland apologizes for any inconvenience caused to this
  Consumer. The holiday season is in full swing and we are experiencing a high
  volume of orders which we understand can be frustrating.  As a result, our
  website now states to please allow 7 to 10 days for us to pack your order and 4
  to 6 days for delivery.  We presume that the shipping update was posted
  after this Consumer placed their order.  Furthermore, Timberland regrets
  if this Consumer’s customer service experience fell short of
  expectations.  If they would like to speak with our 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:11/29/2022

  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 bought a pair of boots from Timbeland.com back on 10/26/21 as well as the suite of cleaning products they offer. Upon using their products on the boots, that caused a staining around the entire boot. I even bought additional cleaning products from their website on April of 22 to hopefully resolve my issue. Unfortunately, none of the products resolved the issue and then I reached out to them to explore options and put in a claim with their warranty department on 6/2/22. The CSR I spoke with that day advised they were very aware of the issue and to continue finalizing my claim by filling out form and providing all information requested by their warranty department, which included sending the pair of boots to them for further review. I then followed up with them around 9/23/22 to find out status and they advised the initial boots were received and the CSR that day would process a new order to receive my replacement boots. Upon receiving my boots on 9/27/22 I noticed there was a defect in the workman ship in the boots. So I have reopened a new claim with them, was initially denied saying it was caused by wear and tear so I called again and they continued to stick with their story of that it was caused by wear and tear. Today, I decided to speak to a supervisor and he still stuck to their story that this raised ridge in the toe of my boot was caused by wear and tear. I have worn the same style premium boot for almost 20 years and I have never once seen the same issue I have with this replacement pair that was sent to me. Even my 5 year old boots that are now my yard work boots, still dont have this ridge in the toe of boot that they claim is from wear and tear. They claim its caused from wear and tear but these boots had the issue since day 1 of receiving right out of the box! So 100% not from wear and tear. They tried to offer me a $20 gift card which I don't accept. I have advised 'Brady' the supervisor, I either want a $198 refund or new pair of boots.

  Business Response

  Date: 11/30/2022

  Timberland reviewed this Consumer’s Complaint and the
  circumstances surrounding his warranty claim.  As a result, we conducted a
  second inspection and determined that the boots have a visual/cosmetic out of
  the box defect classified as an x-ray box toe.  Timberland proposes the
  following two (2) options:  
  
  1. The original offer of a Timberland electronic gift card
  in the amount of $50 is accepted and he keeps the boots in their current
  condition; or
  
  2. The boots are returned with the cost of shipping incurred
  by Timberland.  As soon as we receive notification that the boots have
  been shipped, a Timberland electronic gift card in the amount of $198, the
  purchase price of the boots, will be promptly issued to the Consumer. 
  
  We ask that this Consumer please advise as to which of the
  two (2) options above he prefers. A member of our customer service team will
  then contact him to assist in getting the process under way.
  
  We thank this Consumer for his loyal patronage of the
  Timberland brand over the past twenty (20) years and hopefully, we can bring
  this matter to an amicable conclusion.  Thank you.

  Customer Answer

  Date: 12/01/2022

  
  Hi Timberland,

  I appreciate your timely response and I respectfully accept option 2 as presented in your response. I look forward to hearing from a rep from your organization and getting this matter resolved.

  Thank you for your time and efforts on this matter.

  Best Regards,

  *****

   

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18476965, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/28/2022

  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 purchased two pair of timberland boots and wore them about four times over a few years. The boots soles are separating and have separated from the shoe due to defective glue. I have filed a warranty and I was unsuccessful in obtaining repair or replacement. I purchased shoe goo and attempted to reattach the soles but it appearing the sole is too long. I again contacted timberland and was offered any services or replacement. I understand the shoe is not supposed to last forever, but if it was not worn as can be seen from the pictures the shoe should not detach itself from the shoe. No other shoe I am aware of has this defect. The boots cost about $199.00 new each.North Carolina does not allow any exclusion or limitation of incidental or consequential damages, so I do not feel any limitation or exclusion should t apply to me. I do not think it is right work hard and pay for premium shoes and the glue is defective causing a grievous loss. claim number is SA 154*** for reference

  Business Response

  Date: 11/29/2022

  Timberland has reviewed the Complaint and our records
  regarding this Consumer.  Timberland products are backed by a limited
  warranty for 12 months from date of purchase from Timberland or an authorized
  dealer.  This Consumer submitted a claim on August 30, 2022 with no
  receipt to prove proof of purchase. The inspection determined that the boots
  were manufactured in 2008 making them 14 years old and 13 years beyond the
  limited warranty period. Although the claim was denied based on the age of the footwear,
  Timberland offered a $30 gift card as a courtesy.  The gesture was
  accepted and Timberland sent the gift card to this Consumer on September 10,
  2022 by Cashstar. On November 23, 2022, this Consumer contacted Timberland
  again requesting that the soles be replaced. We do not offer product repair
  services and he was advised by a member of our warranty team to consult a local
  shoe cobbler.  For the reasons stated, Timberland stands by the original
  decision to deny the warranty claim.  Thank you.

  Customer Answer

  Date: 11/29/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18467777, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:10/11/2022

  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 Ordered a pair of work shoes and they were too large so I sent them back via return label provided by timberland inside the box this was September 23rd they are saying that they still haven't received my return and refuse to refund my money.

  Business Response

  Date: 10/11/2022

  Timberland confirms that this Consumer's refund was processed on October 10, 2022 in the amount
  of $86.66 for Order # ****3409/Refund # ****016. Thank you.

  Customer Answer

  Date: 10/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18192393, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *********** *****

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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.

  First pair of work boots I’ve ever bought of there’s lasted exactly 15 days before the inner liner came out when trying to take my foot out. I had bought these with my work discount from a national chain, instead of sending me a replacement they sent me a gift card for how much I paid for them to one of there stores or online. So now I have to make up the difference of my corporate discount and rebuy boots instead of just sending me a new pair. Closest store is an hour from me so I also now have to spend my time and fuel to get these boots because every pair fits different. Get to the store they have TWO pairs of work boots in the style I need, but not my size. Me and the employee who was extremely helpful I’ll give them that, ordered the boots with 2 day shipping around 1:30 EST in the afternoon. Timberland states as long as it’s ordered before 2 EST it will be processed that day, I also paid EXTRA for 2 day shipping. Wake up the next morning and the order is still being processed so I call up their customer service again. I need these boots Monday and during checkout it states it will be here Monday. Well the customer rep just says sorry they didn’t receive it until after 2EST. I have the email and a screenshot of my order being placed before the cutoff and inform them of this they say they should still be there Monday. I check all day but I don’t receive the email and the site shows it doesn’t process until after 9:11 Friday night approx 31 hours AFTER I placed the order. Package now states it won’t be here until Tuesday a day after I leave for a month at work, so now my wife is going to have to ship them to me at work. They blamed it on the sales rep saying he obviously didn’t submit my order until later and should have had me pick another shipping option, despite it was me on my phone submitting it and having the screenshots with time stamp to prove it was before 2 EST. I’m paying almost $80 more than I originally paid now for the boot with all the extra cost.

  Business Response

  Date: 10/12/2022

  Timberland has
  reviewed the circumstances surrounding this Complaint and responds as
  follows.  We apologize to this Consumer for the inconvenience caused by
  the order not having been processed in a timely fashion. We acknowledge that this Consumer has been reimbursed by Timberland for the shipping charges.  Furthermore,
  Timberland will refund this Consumer in the amount of $80 for the additional
  cost incurred by him for the replacement boots.  We trust that this
  resolution will bring the matter to an amicable conclusion. In the
  future, should this Consumer need assistance, we welcome him to please contact
  Timberland Customer Service to enable us to handle any issue directly and efficiently. 
  Thank you.  

  Customer Answer

  Date: 10/12/2022

  Thank you.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18185008, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ***********

• Initial Complaint

  Date:09/26/2022

  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.

  date was November 20th 2021
  Git my boyfriend a pair of red n white timberland size 9.5 paid 220 and its not even close to a year yet and they are completely ripped apart n he wasn't doing anything crazy for them to fall apart like they did .. all I would really want is a new pair of boots for my boyfriend to have especially since he barely got to wear the first ones n they fell apart .

  Business Response

  Date: 09/26/2022

  Timberland products are backed by a limited warranty to be
  free of defects in material and workmanship for a period of 12 months from date
  of purchase from an authorized retailer.  We have a process in place and
  welcome this Consumer to file a warranty claim by logging onto www.timberland.com -  "Is
  My Item Under Warranty? – Timberland and following the simple, detailed
  instructions.  Once the warranty claim is received by Timberland, a
  quality inspector will be assigned to handle.  Thank you.

  Customer Answer

  Date: 10/04/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18116852, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/25/2022

  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.

  Warranty states defects within 12 months for replacement. Cheap material and glue were used but the way the soles wore down was my fault

  Business Response

  Date: 08/29/2022

  Timberland responds to this Consumer’s Complaint as
  follows. Timberland products have a limited warranty for a period of 12 months
  from date of purchase but this is not a guarantee against normal wear and tear.
  The full terms and conditions of the Limited Warranty may be viewed on our
  website www.timberland.com.
   
  
  Although the Consumer states that he had the footwear for
  only six months, the photos submitted visibly illustrate that the damage was
  caused by heavy wear and tear. The soles are worn down to the point where the
  midsole is exposed. Our Customer Service Representative explained in their
  response to this Consumer that a potential cause could be as the result of his
  gait but we reaffirm that there is no evidence of a defect in either
  workmanship or material.
  
  Further research revealed that this Consumer has a
  history consisting of the submission of four (4) warranty claims within the
  past two (2) years. With respect to the three (3) previous claims, we were
  accommodating and replaced the footwear but stand by the decision to deny this
  most recent fourth claim. However, as a final gesture of good faith, we are
  willing to offer this Consumer a $50.00 Timberland electronic gift card but we
  will not refund the purchase price nor totally replace a fourth pair of
  footwear. Thank you.

  Customer Answer

  Date: 08/30/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17764853, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******