Timberland Reviews 

I bought some boots. They came late on delivery covered in scratches. I was told they don't have an exchange policy instead I have to send them back wait for a refund then buy a new pair. All in all I'll have to wait another month for myl boot's. Customer service is poor aswell as the quality of product. Disappointment in every aspect. I would definitely not recommend.

Extremely poor customer service. I purchased a pair of boots for my son, after two months they were falling apart due to poor materials used. I contacted customer service and they refused to honour their warranty. Don’t buy shoes from this company, they’ve gone down hill in the last few years.

Contacted customer service via online claim form and supplied all documented evidence such as receipt, photos of excessive wear ( both soles worn through in 7 months of pavement walking) and a description of wear.
These details were supposedly sent to team of timberland warranty assessors whom confirmed normal wear and tear and subsequently I was not going to receive refund or replacement. Not being happy with decision I requested details for Timberland uk head of warranty details. Customer service refused to provide this information and stated that the matter had been dealt with accordingly. Still waiting for these details. Less than a years wear from a £75 pair of boots. Please people, save yourself some money and purchase the equivalent Rockport or Deakins boots for half the price. These are wearing a lot better and seem to be manufactured from decent materials.
AVOID TIMBERLANDS IF YOU EXPECT LONGEVITY.

I ordered a pair of boots and they were delivered withing 3 working days. Unfortunately they were too big so I had to return. Easy return process and my order was refunded within 5 working days. Very efficient.

Five lessons to learn from my recent experience, after the inner heel lining of a pair of £150 Maple Grove boots wore through to the outer leather in four months of moderate use:
1. Timberland won’t refund or replace, using the ‘normal wear and tear’ wording of their warranty to wash their hands of this.
2. They don’t pay much attention to the ‘fit for purpose’ and suitably ‘durable’ wording of the Consumer Rights Act 2015.
3. Timberland stores are apparently NOT Timberland. They are franchises. If they cease trading and you can’t contact them as the ‘retailer’, Timberland UK don’t take any responsibility and walk away when their ‘premium’ product starts to fail in 1/3 of a year.
4. My 28 year old Timberland boots have only just worn out. From this experience, modern Timberlands just don’t seem to have the same durability.
5. My 4 year old, much more heavily used Veja trainers show no sign of inner heel lining wear at all.
Sadly, that’s the last Timberland product I’m buying.

Timberland products are great and their customer support is also excellent. I made the error of thinking same day dispatch would have been just that but logistically, I can understand that there are only a certain nnumber of hours in the day to be able to process and dispatch an order so there is a time-window in which your order must be placed. I think that's why there a few negative reviews on here but it's really quite obvious. Maybe a mention of this when placing on order could benefit the company in the future and prevent any confusion about when you think your package will arrive.....
All in, Timbies are well worth it :)

Their delivery timings are lies , they state on their website 2 to 4 working days but their chat box says 3 to 5 days plus the time to deliver as these days are for them to get it to the courier , a complete mess of lies , don't trust their delivery times . When you spend so much money and the boots come out from their london warehouse does it take so long , my advice is give your deliveries to Amazon so customers can get them the next day.

Outraged! My parcel was delivered to an untrustworthy neighbour who stole it. The delivery driver can back me up on this, yet Timberland still refuses to issue a refund. Do not trust this brand; they claim to care for customers but clearly don’t. It’s outrageous that they know I haven’t received anything and still won’t help me. I’ll never shop here again and highly suggest you don’t either!

I bought two shoes at a discount. I'm worried after paid because company name shows "VF Corporation", not Timberland. That's fine, they give in 3 days. It's not a scam.

My boots (which weren't cheap) started to come apart a month later. I took photos and spoke with customer care but they decided that this is considered 'normal wear and tear' and therefore doesn't warrant a refund or an exchange. I think this is really poor, if the waterproof seal coming away is normal then these aren't made well....

After I had placed an order I checked the reviews and was horrified at what they said BUT the communication was great the delivery was within a couple of days as it happens I had to send them back as they were to small which was very easy to arrange The refund was back in my account within a couple of days.
Incidentally the quality of the trainers was excellent So to be honest I can’t fault them and will be re ordering a larger size today.
Thanks.

Utterly disgusted with this brand after years of purchase and customer loyalty. My husband was purchased a pair of boots by his 75 year old Mum for Xmas. Started wearing them in around the house mid Jan and within two weeks the inside of the upper part of the boots collapsed, causing pain during wear and material crumbling into the boot itself. Provided pictures externally to show how these had not been worn outside, soles almost perfect and how these external part of the boot remains well structured. Provided internal photos showing collapse on both boots with the left being the worst. Clearly a manufacturing issue. Mother in law told this is due to wear & tear!!!! Every year for the last 12 years she has purchased Timberlands for her sons and not once has there been a fault or return/replace request. Will be taking this to trading standards and NEVER purchasing from Timberland again. They have become a brand that doesn’t care about customers, consumer rights or maintaining their customer loyalty. Shame on you for selling a faulty product and having horrendous customer service!

I bought a expensive jacket, the zip handle broke after three months. Timberland wouldn't honor my consumer rights and claimed the warranty was not valid. Leaving me with a substandard product after three months. No repair or replacement offer. So not the quality you'd expect from a premium brand and very poor customer follow up.

Timberland make fantastic boots, but never buy them from their online store, they use a delivery company called Yodel who are atrocious. Placed my order and I received an empty box! Clearly the boots had been stolen in the packing procedure. Went through the refund procedure and got a 10% discount for the inconvenience, so ordered another pair of boots,I had to rearrange the delivery time as I wasn't in on the day specified and they insist on personal delivery, well so far I'm a week past the re-arranged date with no sign of the boots and the Yodel website saying 'We have them'. As it stands I am still waiting and their customer service is chasing it up. Timberland need to change their delivery company, it's not a great look for them

I ordered a coat through Timberland.co.uk. It took me four hours, during which I tried four different payment types on two different browsers and three different computers. Timberland kept telling me the problem was with my payment card, or my browser, or my computer. When I tried ApplePay it worked first time. After being gaslighted over this problem with their payment systems, they emailed to say the item was due today. Having taken the day off to be sure to be home, I now find it hasn't reached the UK yet. Really, really poor service.

My complaint is not against customer service but management. In January they had a special Winter offer. Place an order over £150 and get 30% discount.never got the discount and now they tell me the shoes I ordered were not included in the special offer. I have had several emails from a young lady in customer service who keeps telling me it’s her fault. Obviously a ploy from management who have told her to play the sympathy card. What a slimy way of trying to get out of their liability. Small attitude from such a large company

The worst customer service you can imagine. Cancelled an order, ignored the website request, the subsequent 2 emails, ignored the call, ignored the PayPal dispute, ignored another email, another call, another form submission. In the end I called my credit card company and made a charge back claim.

After 19 days of the return having arrived at the warehouse, return "not scanned yet" so no refund initiated.
Have been told a few days ago that Timberland would issue a refund manually if I was not refunded by today. I have to hear today that it is not possible because my case was followed by another customer service colleague.
You really take your clients for a bunch of idiots.
If I am not reimbursed in the next 3 days, I will go with the Small Claims Court.

I recently bought a pair of new boots from Timberland online. Having never used Timberland before I was excited to get them through the post. I paid £91 for the shoes and upon delivery I found that the soles of the shoes had grit and dirt on them.

I tried to call but after 13 minutes of waiting I hung up and emailed. It was a Friday so I was not expecting an instant reply. By Tuesday I had heard nothing. I called again and got through to an advisor. After one minute the call dropped. I expected a call back which did not happen. I called again and spoke to Gabriela. She was sympathetic and took time to respond to my email allowing me to send photos.

I was given 2 options. 1 send the shoes back and they would resend some other express delivery (which I was not going to be charged for) but I did not want the hassle of having to go out and send them back. The alternative was a discount. I sent the picture immediately and received a response the following day offering me 10% off. I argued that 10% did not reflect the fact they had clearly sent me worn shoes. I asked to either make a complaint, get a manager to call back or that they got the discount down further. Again I got a response saying a supervisor had increased the discount to 20%.

I have begrudgingly agreed to this although I still dont think a 20% discount reflects the fact they sold me a new pair of shoes as new.

I am unlikely to use Timberland again on the basis of this experience.

The claim of 2-4 working days for delivery on their website is wildly optimistic. After 3 working days + 1 weekend, according to their own website, they still hadn't processed my order. How can they honestly claim 2-4 working days for delivery? It is now over a week and I'm still waiting for delivery.