Merrell Reviews 774

The soles on my Merrell's dry rotted. I had them longer than a year so no warranty. I offered to pay for the fixing of them but the Merrell customer representative said unfortunately because I live in Florida and did not wear them much, the soles do tend to dry rot and there was nothing they could do to help it. Mind you, I paid around $250 for these boots. Never again.

⭐☆☆☆☆
Very disappointing experience with Merrell. I ordered shoes specifically for a holiday, but the parcel was never delivered. As a result, I was forced to wear an old pair instead, which completely defeated the purpose of the purchase.
While I have been issued a refund, the only goodwill offered was a 10% discount code for a future purchase, which I do not feel is appropriate given the inconvenience and failed delivery. Overall, poor communication and an unsatisfactory resolution. I expected far better from a brand like Merrell.

I've had my Vego Mid Leather Waterproof boots for a while now and wish I had bought from another brand.
Within the first few months, the fabric eyelets began to snap one by one. I repaired them myself.
A few months later, the inside edge leather seam began to split and now water pours in through the gap in both boots.

Extremely poor quality. Merrell hiking boots are not cheap yet the quality of their boots are extremely cheap. I have a pair of lightly used hiking boots that came apart. If the sale is over a year merrell does nothing anything. For boots that are close to 200.00 one should get quality and years of wear. Neither will happen with merrell.

I bought a brand new pair of Merrell Tempo Exp Mid shoes purchased brand new from the Merrell store at DFO South Wharf.

The shoes were professionally fitted in-store and felt comfortable at the time of purchase. However, when I used them during my trip to Japan at Tokyo on 28–31 December 2025, the shoes caused severe blisters on multiple toes on both feet, along with significant swelling and pain.

Given that these issues occurred during normal, intended use of the product (walking while travelling), the shoes are clearly not fit for purpose. This is extremely disappointing, particularly as I chose Merrell specifically for comfort and reliability during travel. I did not expect a brand-new Merrell shoe to cause injury after such minimal use.

I had to purchase a brand new pair of shoes in Japan due to this and had to get treatment for my injuries.

Upon returning to Australia, I approached the DFO South Wharf Merrell store on Friday night, where I was advised to contact Merrell’s web customer care team instead.

A week plus now and no response from online customer care. This shows how much they stand by their product or care about their customers.

I have always bought Merrell shoes. I like their style and they have been a byword for quality. Until now. I paid £130 for a pair of Moab II's just over three years ago and they began falling apart after only 2 years of high street wear and tear (no hiking). The plastic fabric that covers the toes has ripped open and the sole is coming away from the upper. I'm extremely disappointed and won't be buying Merrell again. There has been a serious drop in the build quality of their shoes, it seems.

I bought a pair of Merrells, and the quality has gone down severely. I had a hole develope in the side of the shoe, I was able to patch it and continue to wear them. They have ZERO customer service, no replies after 2 weeks of submitting the correct forms.

Absolutely awful customer service.

I have worn Moabs for years and love them. So when it was time to order some more walking shoes I decided to order directly from them (big mistake) as they were having a black friday sale.

My shoes came in a resonable time but when I tried them on, one of the loops that old the lace snapped. I hadn't even tied the shoelaces by this point. The one above looked like it was going to go too.

So I decided to contact them thinking this would be an easy swap. But they have no phone number and their online chat is permanently disabled. The only option is email. I sent an email with pictures etc and got a response 12 days later!

They wanted me to take more photos and then would give me my options. A little annoying as I had waited so long for a response. But I did as asked and then radio silence for 9 days. By this time I had given up and opened a dispute with PayPal.

Spoke to Paypal on the phone too and within 20mins, I had received a full refund and won't need to return the trainers.

I'm never buying anything Merrell again!

One of the worse customer service I have ever experienced. Takes forever to get responses. You have different people working on the case which leads to constant repeition of the same question, and the person has no context of the situation. All answers are canned message responses. Merrell might be a good shoe to start but it definitely does not last. Stay away from purchasing anything from them.

Bought a pair of Merrell trainers and trying to return them. Still no reply from the company as they have not stored my details or order number. Customer service is awful.

I ordered shoes on 30 November. Allegedly they were dispatched the following day. I contacted them on 15th December having not received the items. I received an automatic response saying they would contact me within 7 days. No prizes for guessing that was a lie. I would not recommend dealing with this company and am considering contacting the Police Fraud department as I am now thinking this company is a scam and must be making a lot of money from consumers. The only quick move was the one which took money from my account!

Lace loops snaps after a month ! How can they sell this rubbish??

Ordered a pair of shoes I wanted mistakenly ordered two they said there’s no returns. No exchanges no way to cancel and I ordered two hours ago. They charged me $250 for one pair of shoes,
Claim they can’t cancel or return
Junk I’ve bought these since 1990s. They were great easy to cancel. You can’t cancel on their website.

Rubbish. Ordered shoes before Christmas. They arrived pretty quick but had a big white mark on the top of them and it’s basically been impossible to contact them since. Live chat were no help and just told me to send an email… which are taking 7(!) working(!) days(!!) to respond before Christmas. I’m on my fifth now so I’m not holding my breath

It’s 18th December and live chat has been unavailable all day. What is the point!? If you just want a response to an email before Christmas you’d have to contact them on 12th December…

I wish I had read trustpilot before ordering with Merrell. Obviously the 1.5 average rating says something! Please save yourself time and agony in dealing with an untrustworthy, dishonest slew of customer service agents, and purchase shoes with another brand. My package was lost and each time I contact Merrell, a customer service agent gives me a different story (eg. refund issued - not true, or we must wait for FedEx to do an investigation, which takes 2 days, then 3 days, plus a weekend, we must wait for FedEx to not scan a package for 7 days...). I've been given at least 4 different sets of criteria which contradict eachother, leaving me on the hook, having paid over $150 for shoes that have not arrived after 2 weeks. Use a brand with proper customer service or just go to a shoe store - that's what I'm doing based on this awful experience.

I sent my shoes back to Merrell on 24th Sept 2025 and they received them on 26th Sept 2025.

Details
Moab 3 GORE-TEX®, Olive/Gum, dynamic Men's Moab 3 GORE-TEX®
Item No: 194713954627
Details: Olive/Gum 10.5 M

It is now 17th December 2025 and I have still not received a refund and it is almost impossible to contact Merrell Customer Service.

If I do not hear from Merrell very soon I will unfortunately have to go down the legal path to get my refund.

I hope they are not con merchants and actually give refunds.

William Ian Clark

Ordered for Christmas but package delay. No way to get in touch with this company to resolve the situation. They do NOT want to speak to their customers.

Recently Purchased Over 10 Pair Of Merrells Moab 3, Both Waterproof And Gore-Tex Models Over 60 Day Period. When Most Recent Pair Didn't Arrive Even 5 Days Late I Cintacted Merrell-Wolverine To Cancel Order. Spoke With "Chelsea" Identified As Customer Service Agent, And "Kylie", Self-Identified As Customer Service Supervisor. Verbally Abusive, Insulting, Berating, Evading, Doing Everything They Each Could To Be As Worthless As Possible!! I Reminded Them That I Could Just As Easily Return The Previous 10 Pair I'd Purchased Over Previous 45-60 Days Or Contact My Back For Direct Refund If They Wish To Maintain Uncooperative Nature!!! Kylie Claims She Submitted Tefund For My Order So Up To 10days For Verification. MERRELL-WOLVERINE HAVE A HORRIBLE REPUTATION FOR BOTH THEIR ONLINE AND TELEPHONE CUSTOMER AND I STRONGLY RECOMMEND THAT WHILE THEY OFFER A QUALITY PRODUCT, THEIR LACK OF QUALITY CUSTOMER SERVICE SHOULD HUNDER EVER POSSIBLE CUSTOMER FROM SHOPPING MERRELL-WOLVERINE EVER AGAIN!!!

Ordered on black Friday week. Received email to say they were dispatched but after nearly 2 weeks not received. Courier tracking status states still waiting to receive. So difficult to get in touch with Merrell. Eventually managed to get on Chat and price was refunded. What a waste of time. I suspect the order was never dispatched. Avoid. Order the shoes from another website

Have bought Merrell's for years and have always enjoyed the shoe. In-store service was nil from the start; no one gave me the time of day. The hiker squeaked (left shoe) and since I wasn't wearing the shoe all the time, I hadn't noticed the defect. Embarrassed to wear them and put them aside. Too much time had passed before I decided to call customer service to let them know my experience. Service, again, was nil and unresponsive; irresponsibility and coldness was the result. Shoe looked brand new upon the claim but I was blamed that I had gone beyond the return date. Lousy.