Timberland Reviews 1,045

£135 shoes unusable in under 2 months. Warranty rejected and now no response from customer service despite multiple follow-ups. Poor customer swrvice

I have brought several pairs from their online store, no issues so far not sure about the negatives on trust pilot I haven’t needed to say a bad word yet.

I was very happy with my first pair of boots. It lasted for 2 years. So I thought I will buy normal shoes from them too. I was happy and it was comfy. Then after 7 months even before but didn't report as I had better things to do, I reported that the filling came out of the heels from inside. Then had to send photos as well. Then I got back an email it is normal wear and tear, so the warranty does not cover. So I am asking how it is possible that you expect from a very famous very expensive company who you pay hundreds for a pair of shoes to be damaged and have feet pain after 7 months and it is not covered under warranty. I paid a lot and expect good product in return. This is nonsense. I won't ever buy from them again

Pro women’s radius sneakers arrived two days late.
They did not fit and my feet pronated in them as arch support is inadequate for my feet.
When I called to return them I was told that because it was a sale item they were NOT returnable. I do not see a no return statement on the order sheet.
Allegedly a supervisor was contacted but the message was the same with an added suggestion that I give them away.
I have never ordered shoes from any other company that I could not return if they do not fit.
This has been an unsatisfactory experience with Timberland.

I have been Buying Timberland now since 2007
Best Comfort and durability from Natures finest materials

I bought a pair of boots in October. By February the sole had split. Considering these are supposed to be the industry standard of hiking boots, I expected them to last multiple seasons. I am horrified I spent £150 on boots which I only wore out and about, and they split. It's shocking. I tried to get a replacement but it was impossible. Apparently it's considered "wear and tear" which makes so sense when I didn't even use them for what they were made for

I ordered a pair of boots that were never delivered. Per the carrier there were too many labels on the box for it to be delivered. Timberland customer service said they would issue a refund (original boot out of stock) and send me a free expedited shipping coupon for my next purchase. They refunded me the cost of the boots but only partially refunded the shipping. When I tried to use the shipping code for a different/replacement pair of boots it failed to work. I spent over an hour on chat and phone calls trying to get the complete refund and to try and get the new shipping coupon to work. Their solution was for me to pay the full price of the expedited shipping and they would refund me later. I hesitated to take this option since they weren't even able to fully refund the original shipping fee, and the expedited shipping fee was more than the cost of the boots themselves. Eventually I realized they were wasting my time and ended the call. Very poor Customer Service!

They get a five star for the quality, comfort and design of their hiking boots; however, they get a zero for customer service. They are the single slowest shipping company out of any company I have ever dealt with. It takes two weeks to get shoes. When you call to find out why it takes so long, expect 15 minute hold times. I can't stand companies that place zero emphasis in customer service. Perhaps this is the reason why they have such a poor rating on Trustpilot. It’s a shame because I love the product. With this being said, Service is More Important than Product. I have never loved a product so much while simultaneously disliking the company.

Paid for shoes, didn't arrive. They tell me to wait a total of 6 weeks before any results of their investigation.
Meanwhile, no shoes, no money. Luckily PayPal stepped in and reimbursed.

The support is just copied pasted basic messages

Will never buy from Timberland again, not even in shops

I purchased Women's Solace Slip-On Work Sneaker, and they were very on sale. They are definitely not slip-ons and super tight. I have always worn this size, but these seem small. Because they were on sale, they won't return them. I chatted with a person who said I could through warranty. After almost finishing the chat went dead so I called. They told me I was misinformed and they couldnt be returned. I wasn't aware of this because I have never ordered from them before. I don't recommend these shoes or company. Poor customer service.

Boots fell to peices after 8 weeks scaffolding, and they did not help at all, 100% waste if money do not buy from these they should stick to making bang avridge clubbing shoes

Dear Timberland Customer Service Team,

I am writing to formally express my extreme disappointment and frustration with the way my case has been handled.

I ordered a pair of Timberland shoes as a gift for my fiancé’s birthday, expecting the quality and service that Timberland claims to stand for. Instead, the shoes arrived clearly damaged. I immediately contacted your customer service and provided photographic evidence of the damage.

Despite acknowledging that the item was sent damaged, your team has:

Refused to issue a full refund

Refused to send a replacement

Refused to offer even a partial refund as a goodwill gesture

This is completely unacceptable.

I have now been in contact with your customer service for over two weeks, repeatedly explaining the situation, yet there has been no resolution whatsoever. To make matters worse, the case was closed without my consent, without a resolution, and without even informing me that it was being closed.

I explicitly requested to speak with a supervisor or manager, which is a reasonable and standard request in any complaint process. This request was declined, which directly contradicts your own customer service policies. By doing so, Timberland has failed to follow its own procedures and has shown a total lack of accountability.

Let me be very clear:

Timberland admitted the item was sent damaged

I provided evidence immediately

I acted in good faith throughout

Yet I have been left with a damaged product, no refund, no replacement, and no escalation

This experience has been deeply frustrating and extremely disappointing, especially considering this was meant to be a birthday gift.

I now formally request:

Immediate escalation of this complaint to a supervisor or manager

A full refund or replacement without further delay

Written confirmation explaining why my case was closed without resolution

If this matter is not resolved promptly, I will have no choice but to escalate this further through formal complaints, consumer protection channels, and public reviews, as no customer should be treated this way.

I expect a response from a supervisor or manager as a matter of urgency.

Sincerely,Marius

Bought their boots like i have been for a decade or more.
Right away i could tell the build quality was trash. 2 months later the entire sole detached from the boot.
I filed a warranty claim and got a AI bot responding to my emails. If it was not a bot then it was a human who simply didnt care what i was saying.
It took a week or more for the bot to repond to anything and often not even answering or being helpful in any way.
Eventually the bot said it has granted me a GIFT CARD.
I had explicitly told them i dont want that and i only wanted a refund to my original payment method.
no response ever came again.
I called the support line and was hung up on. Called back and waiteed for 45 minutes despite the call wait time says 30 seconds the whole time.
After pulling teeth i was granted a "ONE TIME EXCEPTION" and told i would be refunded.
I will NEVER purchase from this garbage company agian and i will tell EVERYONE i know not to either.
Thats why their credit rating has been downgraded to junk status from BBB to BB recently.
Tims used to be quality boots at a good price.
Not they are total trash at a higher price.
They are just squeezing the last drops of money out of the brand. its clear.

Lost order, poor customer service. Customer service answer is wait despite having proof it’s been lost, once we receive this from the courier, then we’ll refund for you to reorder, if it’s more expensive and you book express delivery we’ll refund it, took 3 calls and 2 emails to get a response.

The intro community offer promises 10% off first order but then excludes all the most popular items from this offer. It is a scam just to get you to join. They make decent boots but have deceptive and awful customer service - and as a cherry on top, customer service is closed on weekends - of course it is...

Don't expect great support as when orders are piling, cutomer service simply cannot care about every request they receive and you may just be snubbed and made to wait forever even for the simplest thing. AVOID!!

Useless company, timberland.de are just stupid thieves, they send the package to completely different country in germany... my adress is czech my money is czech... incompetent company and their overpriced clothes are made in china lol, i have been waiting for 2 months for a refund yet nothing as i keep contacting support they just say its taking care of, useless waste of 300euro and im still waiting. Someone should really sue them

this is a scam/ fake website .
the original website ends with co.uk

I bought a pair of Timberland boots for my 4-year-old son (around €70). After only about 2 months and very limited use (around 10 times), a part of the boot broke.
My warranty claim was rejected, saying the damage was due to use and that the laces were pulled too hard — based only on photos, without any physical inspection. This is hard to accept for children’s footwear at this price point.
No alternative solution was offered (repair or replacement), and the case was simply closed. Very disappointed with the lack of flexibility and customer care. This experience will likely affect my future purchases from this brand.

Dispatch issues, which appears to be very common, I only wish I had read previous reviews and I would not have made purchase. Horrendous Company to deal with, what is stated on website does not bare any relation to what they quote.