Timberland Reviews 

Awful customer service .. due to yodel errors claimed to have attempted delivery 3 times when they only attempted once as I can see from my ring doorbell. They wanted me to go collect from the yodel depot over 30 miles away. Wouldn't resend the order, so had to get a refund !

I ordered 2 shoes online that arrived with quality issues. This would be enough for a bad experience, but contacting customer service was even worse.
They don't offer any exchange service, not online neither at the stores, and they only recommended be to refund the shoes and buy them again. The problem is that I bought it at a discounted price and the shoes are now 50% more expensive at the website, and even after explaining this again and again the Customer Support says they cannot do anything and I would need to reorder at the higher price. Absolutely horrible Customer Service, dont buy from this company whatsover.

Has anyone resolved their issues so far with the customer service in Timbeland? Timberland wake up? What is going on?

I had a very bad experience with customer service, still unresolved. Ordered a pair of boots which was discounted, tried, were a bit small. Went on the website to see how to exchange my item. Apparently you need to return and purchase a new pair. Ok. Went to see if they have my item in a bigger size, boom-now it’s full price?? Like, okay. Can I exchange and get a bigger size, without paying the full amount for it now? If I bought it discounted, and can’t try in a store, why can’t I get a size up for the same amount of money? Any one explain? I’m just exchanging an item not buying another new item. Also all of the boots in store vary in sizing, it’s impossible to know which size is suitable in which boot, and all Timberland shop employees told me that.

So they recommend to try, but then if you don’t have that item in store, only online and I have to purchase it blindly, you should have policy of exchange, knowing your company’s sizing variation problem? No?

So I’m stuck wearing now a smaller pair, until my toes fall off? What’s the solution? I can’t exchange it? I mean I can, but I have to pay more money for it now. So basically I had to magically guess exact sizing at the time of my purchase. And if I got it half a size wrong-tough then? Is that the policy in your company? Where else have you heard this going on!?

Timberland? I don’t want my toes to fall off. Can somebody exchange me my boots to a desired size?

I’ve been trying to reach timberland, their phone line is not working (after 15 mins of waiting on the line, message basically said-‘our phone line is experiencing technical issues’?), online chat freezes and inexperienced customer service assistants have no idea what they are doing..

I’m not even expecting a reply…

Parcel said delivered but I wasn't even home apparently handed to me which is fraud because the picture on the tracking clearly shows the package outside... No reply from customer service almost 7 days after email.. phoned customer service was on hold for 2 hours before I quit the call... Never buying from them again. They refunded me so can't complain about customer service.

The Fact that such a brand has not claimed the most trusted consumer review platform ( Trustpilot ) yet, shows their poor level of commitment and customer satisfaction. Have ordered and never revived my order due to Yodel's failure. I work in It so please trust me when I say the website is full of bugs. No live chat on the website ( mine didn't work) . not available during the weekend. Are you serious? even takeaways have customer service in the weekend. Emailed them on Friday morning and haven't heard anything so had to call them on Monday evening. Waited over 20 minutes to get connected to an agent to be told that she can't do anything at this stage and has to check with the Yodel. How can such a old minded brand (marketing wise) survive in this market. I am genuinely amazed. Would NEVER purchase again from them.

Absolute shambles of a company. Pray you never have to deal with customer services. They're an absolute joke. Cannot answer any queries, just read from a script and repeat themselves over and over. They try tactics such as going mute on the line in order for you to hang up. I had to be the middle man between these and the courier to try and track my parcel which is still not in my possession. They have passed the buck saying I need to contact courier and the courier pass the buck saying I need to contact the retailer. As it stands I've waited a week and I still have no parcel. Timberland claim it's been dispatched and my courier claims they're waiting to receive it from Timberland in order to deliver it. Between them they are a waste of space. I'm still awaiting a response from Timberland as they claim to be looking into my complaint and trying to find my parcel. It hasn't even left the warehouse so how hard can it be to find. Absolute farce. AVOID AT ALL COSTS

I purchased Timberland Radford Mid Lace-Up Boots in October 2023, expecting premium quality and durability. Despite wearing them only a few times last winter, the lining started wearing out quickly. Now, after limited use this season, the lining has completely torn, while the rest of the boots remain in pristine condition.

I’m shocked that such expensive boots broke after one season of infrequent use, while cheap sneakers I wore daily for years held up better. Timberland’s inability to repair their products and only offering recycling for a discount on new boots adds to the disappointment. I feel scammed by a brand I trusted for quality. Very dissatisfied!

Customer services is an absolute joke. My boots are 15 months old and leak water in to the point where my socks and feet get wet. I originally emailed with lots of time wasted, I was first asked to answer questions regarding the claim, then asked for photos which I provided, to be told they did not reach the specification to see the fault- how???? they looked perfect and well looked after, but held a secret.

I was told I had to return to a store, which my nearest is 55 miles each way, I asked if I'd receive my travel back as it would be a journey solely for the boots, with still no guarantee if an exchange, this was refused so I asked for a returns label, which was refused. These boots come with a 2 year warranty and yet I'm treated like I'm just after something free- which wouldn't be on my part with mileage and a loss of a pair of £180 boots.

I have years of experience in customer service and retail management and I'd NEVER treat a paying customer like this. And to make matters worse I spoke to an ex employee in another shoe shop and they agreed the customer service was terrible in timberland and that I could get a returns label!!!

Case ID19390847. Quite frankly timberland can do one and won't be getting my money in the future. Treat loyal customers over over 15 years with some respect.

Firstly, I am a regular purchaser of your shoes and have been for many years.

I was browsing your Black Friday Sale and came across a pair of brown boots that I have purchased many times before through your company reduced from £140 to £112 (20% discount) - Great News at first glance.

To my surprise on the same day, I receive an email from Timberland stating 'One week until your birthday'!! - Which it is (7th December) and that you are offering me a 10% birthday gift........thanks very much!!! Or it would be if the voucher actually worked on the product above that I am interested in purchasing.....

I am assuming that because the Black Friday offer of 20% is already applied, the lovely birthday gift can't be applied at the same time - making it a FAKE birthday gift. I can see nowhere on the email that it states the offer cant be used with a Black Friday Sale, unless of course it was hidden in the tiny small print somewhere.

I would strongly suggest that you DO NOT SEND FAKE BIRTHDAY GIFTS to VALUED CUSTOMERS who purchase both in store and on-line on a regular basis because quite frankly it pisses them off and now I don't actually want to purchase from you at all.........why would you alienate a genuine regular customer??

It really is a very strange way to conduct business. I never asked for the birthday 'gift' in the first place and now feel insulted that the code doesn't work and that you have ripped me off.......Shameful Timberland!!!!!

Don't buy any shoes online. Product quality is not good. You will not able to walk trust me

I ordered three different footwear items from Timberland earlier November. My first attempt was actually even earlier than this - I did have another order back in Sep and Timberland sent me a wrong item. It took quite a long while to receive refund. After that I ordered the similar product together with two others earlier this month. Delivery company Yodel delivered my parcel to someone else at my building without my consent. I checked this with the neighbour and she said I just only allowed them to put the parcel at my doorstep. But then the parcel was gone in the meantime. I talked to Yodel and Timberland several times explaining this. However, Timberland today came back to me saying they will not resend the items or refund it. They said they delivered the parcel without any failure.

I must say that this is very dissapointing for your brand. Your commitment as a brand is to deliver items to your customer not someone else in the building without any approval.

Please let me know your if your policy is throwing parcels to the neighbourhood.

How and where did you get the assurance that I would like my parcel to be delivered to my neighbour without my consent?

You put us to a difficult situation for twice. First you sent the wrong item and secondly you delivered my item to a stranger.

And now you are claiming that you are doing the right thing!

During this process, parcel company should have returned my parcel to you instead of leaving it to someone I did not know without any permission!

In that case, I would pay for extra postage! You say that without doing anything wrong, I should be in charge for above £400 loss which is unacceptable and I do not accept that.

Terrible customer service. Boots never arrived at collection point. Numerous attempts to resolve with courier company Yodel and Timberland. Neither of them any help and I had to contact them repeatedly. Timberland eventually apologised and said they would refund. 10 days later still no refund for an order placed four weeks ago!

Worst customer service I've ever experienced. I bought a pair of boots in store, but as they didn't have my size, these were sent to me via their distribution network! They didnt fit so i needed to return them. I had to have some minor surgery so was unable to return to store so contacted their Customer Services! Suffice to say they said I couldn't return them, only take them to the shop. After 5 weeks of emails, they then told me I was out of time for a refund anyway!!!!! I despair! Never will I buy Timberland brand again!!!

Boots arrived scuffed already in the box with indents in the leather, paid £190 for what looks like preowned boots awaiting reply by email. Judging by the reviews i shouldn't be surprised if the soles fall off, if i take them out the box.

Avoid, avoid, avoid. I bought a pair of boots online, being a new customer I was given a 10% off voucher - all good so far. The boots arrived in a couple days, they looked great at first, very positive up to this point. When I tried them on, it became clear there was an issue with the sticking. The right boot had a bulge a d looked terrible. It was clear the leather had been stitched differently to the other boot, checking the online photo it was clear it was defective. I contacted customer services, or should I say customer prevention. They told me they could not replace the boots, but would issue a full refund and I would need to buy a new pair. Not great, so I go to order a new pair and yep, I can't use the 10% off voucher. Contacting customer care again, they said sorry, you used the voucher already, you can't use it again!! What?? So now they are asking me to buy a new pair of boots due to their own quality issue and I need to pay an extra £18 for the privilege. I asked them to confirm I understood correctly and received a generic message saying they fmdo not have a replacement solution so I need to buy the again WITHOUT the new customer welcome discount.

Well, clearly I am no longer welcome at Timberland, therefore I will gladly take my money and spend it with a company who cares about their customers.

This is the second pair of Timberland Pro workboots that I bought my husband. Timberland claims that there is a 2 year warranty for these boots. The heels and soles have completely disintegrated after only weekend use, and they are less that 7 months old. Timberland refuse to honour the warranty and have washed their hands of the situation. Absolutely horrific customer service and have lost clients of over 20 years. Buyers beware .....

Dreadful service. I ordered expensive £200 Timberland boots on 16 September and still not delivered and Customer Service despite initial contact about the failure to deliver the order have now failed to respond to numerous emails sent and I have still not got the boots despite payment being made. Simply unacceptable.
I’ve contacted my credit card to cancel and investigate

Impossible to return or contact any customer service agent - via their webmail link or customer care phone number.

I even drove 20 miles to the nearest store to see a manager and get some help - she refused and wouldn't even write her first name on a piece of paper so I had evidence to further escalate my issues in person.

Absolutely unbelievable the trouble I have gone through to try and return something that was incorrectly delivered and their returns number link simply wouldn't not generate a returns code - the returns number was glitching.

Worst customer service experience I have ever experienced - I never leave negative reviews, I always try and resolve first.

Should be such a great company, they have great products, sort it out Timberland .....i d i ots!!

I wore my boots for two winters (around 4 months of use), and there's holes on the inside of the heel. I expected to get a quote a few years out of them.
I've had FAR cheaper boots last for much longer.
They are super comfy when you first try them on, but the inside material doesn't survive. They are now too painful to put on.

We had ordered the hat through the website. And we had received the message which is the parcel had arrived the pick up point. When we arrived the pickup point, no parcel for me to pick up.
I tried to contact couriers and timberland customer service, no one answered.
It is a SCAM!!!