Timberland Customer Service

I bought a timberland cortina valley chelsea boots from New York 34th street store. After less than a month of owning it, the black leather started to discolour and there are bluish patches developing on both boots.

I put in a warranty claim (claim number SA #157415) but this is the response I receive - " Your product was thoroughly inspected by a member of our Quality Control Team. We have determined that the issue with your footwear is cosmetic in nature and does not affect the function or durability of your shoes. Neither time nor length of ownership is a factor in this determination."

This is not the kind of quality expected from timberland. Never going to purchase timberland again , complete waste of money. I expect better quality leather from timberland than one what discolours after 20 days. Why will someone pay so much money to roam around with boots that have blue coloured patches on it. I would like a refund for my product. Please help look into this asap.

First pair of work boots I've ever bought if there's I 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 possibly Saturday. 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 it doesn't process until 9:11 Friday night approx 31 hours AFTER I placed the order and we'll before 2 off there cutoff lines at this point now. 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 despite it was me on my phone submitting it and having screenshots to prove it. Having to pay extra and loosing my corporate discount, fuel, paying extra for shipping, and now having to pay to have shipped to me at work it's cost me an approximate $80 extra dollars because THEIR product failed after a couple weeks. Stay away from Timberland, bad products and horrible customer service when the product fails.

I think you guys should bring back the burnt orange leather timberlands I think they would be a huge success many friends of mine would like to see them back on the market these boots were a huge success in the 90's and to bring them back would be awesome

I bought these women's hiking boots for work and hiking. They are uncomfortable, had to buy inserts, not warm. And then found out they are not waterproof during rain. Tried to return them 10mo old, and after much effort Timberland denied my claim. So glad I spent $ 90 on fashion boots to wear in pleasant weather. Won't purchase from Timberland again even though a 25yr customer.

Caution...Timberland will steal from you. I ordered a pair of the $160.00 customized Women's Nellies for my daughter for Xmas, they would have been her 2nd pair. When they arrived it was immediately obvious they were the Women's Chukka Nellies that are listed for $135.00 on the website. Although they are very similar they are different and NOT the pair my daughter wanted or I paid for. I contacted Customer Service and was instructed to send pictures which I did. After 4 phone calls with no help I was told by one of the Customer Service Team Leaders that they were indeed the wrong boot. She said she would contact the Customs Dept. and get back to me. She sent me an email later that day stating that the Customs Dept. will not admit to being wrong and the only thing she can offer me is a 20% refund. I tried twice to call and speak directly to her but today I was told by another member of management that it doesn't matter what she told me, she couldn't take my call and if Customs said they customized the right boot then they are right and I don't have a leg to stand on. The story goes on and on. This manager who was rude and totally disrespectful never even looked at my file or the pictures I had sent in, he immediately sided with the Customs Dept. It was the worst customer service I have EVER experienced. I have the pictures of both boot styles and proof that the boots are different not to mention I have the new (wrong) boots in the box. Timberland doesn't care about returning customers, the customer service is the worst I have ever experienced and the person I spoke to on the phone today flat out lied to me. Avoid Timberland at all costs unless you have unlimited funds and don't care if they steal your money. All I wanted is the correct boots that I ordered for my daughter for Xmas and that I already paid for. Now I have a pair of $160.00 boots sitting in a box that she doesn't want and Timberland refuses to make right. Another interesting fact is that now there is a banner across the Custom page of their website stating that they are shutting down the customizing dept....Really!

Dear timberland this is a sad day for me my last pair of timberlands you didn't hold you end of the bargain up my boots are bad and they said it wear and tear but I'm good just tell my family and friends that Tim's are on the left now so don't buy them they pick and chose who get a warranty approve it hurts to feel that way but is a sad day thank Timberland I'll mis keen here I come

Never again will I buy ur product or recommend it.. i been useing red wings for years.. i changed up this year because I have some friends that work in the field I and rav over these boots.. so I did my research all my leg work first and went and bought them..no they didn't last 30 days so we contact who we need to and they give us a 190$ gift card to only be used at there stores.. well there stores don't stick these and i can't get them onlinr.. so I call and talk to a so call manager to tell me look we offerd u this and u don't want it.. what did u offer me.. u said go find another style.. wow..really.. again I did my research and leg work be4 I bought ur product.. so im just screwed and they got my 190 and I got a broken heal boot.. wow.. never ever will I buy or recommend anything from timberline

Please this of us too we love the brand although they don't love us
For women please offer more selections in sizes 10-11w and men sizes 15

Won't ever shop in Timberland again!!

Horrible experience. People should refrain buying from Timberland online

I agree with Extremely Disappointed in Timber posted on 12/24/18 9:38P. Same exactly thing happened to me and I'll use some of his comments below;
This is ridiculous. I am not sure what kind of business they conduct in 2019 but I�ve never heard that any company will deny warranty based on basically nothing but the defective product. The questions should only be if the product they sold is defective or not!
Nowhere in Timberland's Warranty Return Form does it say that it is required to submit proof of purchase. It�s briefly described that �If the result of your inspections reveals a product defect, we will replace it with the same style�. Nothing saying about date of purchase, product number etc. . This is not an acceptable policy or practice for any industry and therefore, this is not only a completely misleading warranty practice, but it is also doesn�t make sense and probably not legal. Do any other manufacturer on this planet start their warranty clock ticking while the product is sitting in the warehouse and is unsold? No, they do not and that is one of many such examples that anyone can think of. So Timberland's warranty policy of going by a manufactured date code is fraudulent as well as not ethic business practice. For all I know, the boots in question (mine were made in china) could have sat in a warehouse(s) for months, even over 1 years� time, and then shipped (via sea - by ship) from China which takes maybe months to arrive to USA, then store again in a warehouse, then shipped to the 3rd party store which probably also sat in their storage an additional time then sat in the store itself before it was sold to me. The point is that you only can go by when the customer buys the product and what happened before with the product is not relevant to the warranty if the product warranty is one year. This is not one year from the moment the product was manufactured! This warranty denial is ridiculous and insulting customers� intelligence.
And beside all this and because they sold an inferior product that the sole broke open after only a few times wearing the boots they get their customers even more aggravated by making us packing the defected boots, take time and go to UPS to ship the box, then spend more money to ship the boots to them ($10) a fact they could easily avoid by asking me to email a picture of the product item number that is located on the boots. This way they could check the dates if they wanted to and not making me spend more money on a product that is all ripped apart! Timberland removed themselves for any responsibility for the poor quality of your product and by not wanting to take responsibility for products they sell to a 3rd party store but still want to benefit from that sale. This shows how low they treat their customers!
I will definitely complain to the Federal Trade Commission!

Timberland Boots Bottoms are crambled

The reason of return request: Bottoms are crambled photos attached Style no: size 10 M Mens 85591
The reply I have received:
Timberland Consumer Returns
50 Service Lane
Danville, KY 40422
... I have reviewed the information with supervisor! Upon looking at your photos with a member of our leadership team, we regret to inform you we will be denying your request for a PRO Exception due to the product being outside of warranty...

It says here that I can reach u guys 24/7,however I called at 10:13pm and no one was available. My question is that I have too tone boots that I've worn, is it possible to return for a new pair of they're worn?

Hello:

I had sent a pair of boots to Timberland for warranty repair service. They sent the boots back with a form letter that said the boots were over the one year warranty return period and therefor denied my warranty claim. This was a lie. I contacted the Better Business Bureau. Thanks to the BBB, I found out an unknown and un-publicized fact about how Timberland determines if a product is out of date for warranty service. A Timberland employee let it slip while replying to the Better Business Bureau's inquiry that:

"Receive Business Response Thank you for your interest in this matter as Timberland continually strives to maintain excellence in our customer service. We respond to the Complaint filed with your office as follows. When this consumer originally sent his boots to Timberland for inspection, the Amazon invoice was not included. Without proof of purchase, the only point of reference we had was the date code located inside the boot."

1. Timberland states that they had to go by a "date code" inside the pair of boots. This is not an acceptable policy or practice for any industry and therefore, this is not only a completely misleading warranty practice, but it is also an unfair business practice. Do automobile manufacturer's start their vehicle warranty clock ticking while a new vehicle is sitting on a dealership's parking lot while the vehicle is unsold? No, they do not and that is one of many such examples that anyone can think of. So Timberland's warranty policy of going by a manufactured date code is fraudulent as well as an unfair business practice. For all we know, the boots in question (made in Bangladesh, India) could have sat in a warehouse(s) for months, even over 1 year's time, before it was sold to me.

2. No where in Timberland's Warranty Return Form (which is located here): https://images.timberland.com/is/content/TimberlandBrand/customer%20service/downloads/TimberlandWarrantyReturnForm_1017.pdf does it say that it is required to submit proof of purchase.

This same Timberland Warranty Return Form has 3 boxes for customers to fill in their mailing address, email address and phone number. However, Timberland did not even attempt to contact me by any of those 3 methods to ask me to send them proof of purchase, before denying my warranty claim and returning the boots. Timberland also did not inform me that they would repair or replace the manufacturer's defective boots if I would send Timberland proof of purchase = fraudulent and misleading business practice.

3. The boots in question do not have 5 months worth of wear on them because I had still been wearing an older pair of the same exact boots that has been used full time for a full year and is still being held together properly because it does not have the manufacturing defect that my newer pair of exact same boots suffer from.

4. I upheld my end of Timberland's Warranty procedure. Timberland failed to live up to their obligation. The pair of boots in question show hardly any signs of wear. The problem with the boots is obviously and without any doubt, a Manufacturing Defect.

5. What happens when someone buys me, or anyone else for that matter, a Timberland product as a gift? Does Timberland expect the person to ask the gift giver for a copy of the receipt if they should need warranty service? Suppose the gift giver does not have a copy of the receipt..., is the person out of luck? Does Timberland deny all warranty claims if a receipt for a gift is not available?

6. The information posted on the Timberland website here: https://help.timberland.com/hc/en-us/articles/115004585328-Is-My-Item-Under-Warranty- again does not mention at all, a need to provide Proof Of Purchase. (I have taken screen shots of these web pages, so if Timberland suddenly changes them, I do still have proof of how they originally read).

Desired Resolution:

I would like to know the following information from Timberland (as they refused to reply to me when I emailed them) and I am hoping that someone will make a formal request, if Timberland does not reply at this website:

1. How many products (not just my particular product but All Timberland products and all VF Outdoor, LLC products, if VF Outdoor, LLC uses this same date-code policy) since Timberland has been in business have been returned for Warranty Service.

2. How many of these returned products did Timberland refuse to honor their Timberland Product Warranty because the purchaser or gift recipient did not provide a proof of purchase? I believe the number may very well be in the thousands.

3. Were any of these same people, who received a Timberland Warranty Claim Rejection Form, told that their claim was denied because a proof of purchase was not received and if so, how many were told this and how many were not told this? I was one of the ones not told this.

4. Were any of these same people told that if they did provide a proof of purchase, Timberland would then honor their Product Warranty (again, I was not told this)? If so, when did Timberland inform each person of this? Was it before Timberland rejected their Warranty Claim and sent the product back, or was it only afterwards when a product owner followed up after receiving a Timberland Warranty Claim rejection notice (like I have done)?

5. Were any of these same people also told that Timberland used a "date code" to deny their claim and was it fully explained to each of them exactly what the "date code" is (the manufacturing date the product was made on)? If so, how many were told this and how many were not told this?

6. Has Timberland ever stated publicly in any way, that they use a "date code" practice to deny Warranty Claims? If so, please provide us with details Timberland.

7. For every single product that Timberland has denied a customer or gift recipient warranty service, how old was each of these products according to Timberland's date-code policy?

8. How old in reality (reality meaning the actual time between when the customer or gift recipient actually received the product and then returned it to Timberland for warranty service) was every single Timberland product that Timberland denied warranty service? Thank you.

Poor Ignorant customer service ,crashing website

I ordered a pair of boots from Timberland Uk,they arrived in wrong color .No explanation, or apologies .When I try to reach customer service or write a review their website keeps crashing.How convenient.Steer clear of Timberland.com buy your Timberland boots from an other retailer.

I love Timberland, but the online experience and customer service made me reconsider my attachment to the brand. On 11th of July I tried to order online two products. I have made the payment however the order wasn't registered and since then I was unable to contact anyone from Timberland to either have my money back or to receive the products I've ordered. My repeated phone calls and emails were not answered. Maybe is better to avoid using the website.

Hi I tried to make an order on the website www.timberland.pt. and the only thing I got was 121 € debited on my account, and no order, I spent money to call to the only number available for store support, and they have said that in 24h I would have my money back, this was at a few days ago, and until now I got 0€ back?
Since then they are saying that don´t find find my payment, but I already sent the proof of payment with card number, hour, day, value, everything that I could send an until now, nothing satisfactory, they don´t even care about the items that I was trying to order. Cold support client, I do not recommend to buy anything on timberland website. Beside that, the site is slow, and not intuitive, there is some difficulties in the filters the client can use. sheety website..

I'm having a horrible experience with Timberland.com. I had to return some boots I had bought my husband for Christmas and they didn't fit him. I has been a month and my money is still not returned to me. They were not cheap even though at the time they were a couple bucks off. I applied a promo code and didnt work. Winter is almost over! We won't need boots now!

Contacted Timberland Customer Service and spoke with Candace, took pictures of boots that she created an RMA for and spent my money to ship them. They were returned by ALEX No last name and a false phone number. This type of service creates disdain and strife with me. Timberland boots customer service cost me money, time and has no remorse for their unethical business conduct.

I sent Timberland a pair of their work boots of which the uppers were in solid condition, but while the sole edges did not show significant wear down, the interior portion of the soles simply disintegrated into small pieces. The soles didn't wear smoothly away, they prematurely crumbled apart, leaving otherwise perfectly usable boots surrounding the crumber sole interiors. Timberland warranty department claimed the boots showed sufficient wear to justify the soles disintegrating. The soles of work boots should be the most durable portion of a work boot, as they take the most abuse. Since the boots were not worn enough to wear the sole edges down, they were obviously made of materials that work boot soles should not be constructed from, or they would not have prematurely disintegrated.

I bought a pair of your pro series boots 12-1-15. the heels on both boots have worn through ( white sponge showing). I have sent them in to your Kentucky office - they say it is just wear and tear. If a pair of boots can't last 6 month - they are made too cheaply. I would not recommend your boots to anyone and will vigorously state to everyone I know "to avoid your company in the future" .

Placed an order on Monday, and told me my order was canceled on Wednesday because of unverified billing address on the bank side.
Are you kidding me? I used same address to purchase before on your site and any other online shopping site, now you telling me my address won't go through?
Pissed but still called them and also checked on the site try to repurchase. When I clicked the boots that I ordered, it went disappeared when direct to the next site, but still exist on the sale page. The stupid rep let me hold for 30 mins and force me to hang up because it takes so long and I have to leave. Called them again on Thursday and told me that I have to call me again on Friday.

OK COOL! Just called them, and told me they can't do anything because it's bank problem and I have to reorder. I told them I used the same address before to order and the rep couldn't answer the question and just keep saying it is bank's problem. I said on your site the boots I purchased went disappear when I clicked it. They checked and told me discontinued.
Oh! Now I figured why my order was canceled, because there was a short on inventory and Timberland just made a lie says my order won't go through because of the bank couldn't verify. Of course I called to bank to verify my address, and they said the same address in the same format that I input on the timberland.com is ok.

This is the last time I try to buy something from timberland, never again. THANK YOU FOR YOUR STUPID SERVICE AND BAD LIES, SAVED ME 200 BUCKS

Do not buy from this company. I purchased a pair of winter boots. When they arrived, they looked nothing like the online picture. I called Timberland. They insisted a return label was included with the boots. It was not. I was assured a return label would be e-mailed. I was told to check for a return label after a few days. This all occurred in early December - right around the Holidays. In fact, I had planned to wear my new boots on a Holiday vacation we were planning. After a week, no label and the boots I couldn't seem to get returned got lost in the shuffle. In late February, this box of ugly boots surfaced in my office and I made another attempt to return these ugly, ugly boots. In the meantime, I had purchased a great pair of boots from Zappos that I was very happy with and had no problem returning as I purchased two sizes, to be sure of the fit. I called to get a return label again and I was told, "Too bad! It was outside my return window." Someone from management was going to call me in a couple of day to discuss these ugly boots and why they were still in my house. I went ahead and sent the boots back - because really, what was I going to do with them? No one from management ever called and Timberland returned the boots to me. I will never shop with this company again. We live in a world of options with lots of companies that offer great products for an exceptional value. I cannot urge you enough to work with any company but this one. They are smug, make ugly, misrepresented products and do not follow-up on what they say they will do. Shop Zappos. Shop anyone. Don't shop Timberland.

hi my name is tyrone Stanton I am a resident of Voorhees nj and a stark supporter of timberland products. I never once had a issue with any of the items I purchased of the timberland brand which I consider to be fantastic! however I guess theres a first time for everything. you see last night we experienced some pretty inclement weather here in southern new jersey and I went to turn to my trusty timberland boots and drove too the supermarket. I walked inside and as I was walking I felt something under the heal of one of the boots ok no big deal I thought probable just some accumulated snow on the bottom but as I continued to walk I happened to look down at them and found that the whole heal had eroded. now I probable wore these boots less than (5) times since I brought them and only wore them for style as they are not serious work boots. so I cant find the receipt and I hope this issue can be rectified somehow because I do enjoy the timberland brand so much.

Absolutely horrible customer service....took almost 45 minutes to an hour for this lady to get my billing and personal information. I had to repeat at least 3 times why I am sending the stained and water seeping boots back. I have been waiting for at least 45 minutes again as I am trying to get ahold of someone as my prepaid return label has not been emailed to me. (I asked and was told it was going to be emailed to me 3 hours ago). The costumer service is horrible, and the boots (wheat) are horrible. Wow, this has taken me all day, they need to get their act together.

I would like to update my earlier review (from today). So yesterday night I wrote customer support and email and complained for rejecting and denied my warranty (see my original complained posted here from earlier today). To be short and recap my complain: I mail my falling apart boots (half of the sole came off and the waterproof rubber started to crack) after wearing the boots a few times since I bought them about a year ago. They didn't ask me for a receipt and based on the date of manufacture they denied my warranty and returned my boots also by mail. Today, I received an email with the following explanation which satisfied my needs: "Thank you for contacting Timberland. I'm sorry to hear that your claim was denied. I appreciate you sending pictures so we can evaluate your boots for possible replacement. After reviewing the pictures, the boots are in fairly new shape and I do understand your frustration. We don't have the same style any longer since this style hasn't been produced since 2009, but I'm happy to replace for you. We are emailing you a gift card for the retail amount of the boots".
So this time I was satisfy with the outcome and the quick response (less than 24 hours).

It makes me sick how inconsiderate people are these days! I'm not talking about this customer service. I have received the best customer service ever! Understand that these people are human too and quite frankly, the problems you guys are having is probably not even the rep you are speaking to fault. This customer service has bent over backwards to help me. A+ Timberland for great customer service! You will always have me as a customer!

Recently I have had an ongoing issue between a shipment that went out from your store on FEDX. It was a gift to my son from his brother who never received it. It was a xmas gift. Trying everything possiable to get this issue straightened out, FEDX refused to take responsability for their careless error. Over the last 4 months it has been an absolute pleasure working with the manager of the Westbrook, Ct store. I never got her last name, but I am sure when you get to give her some recognition for this letter of praise, you will know how to find her. Great customer service skills, fantastic communicating and problem solving skills,patience and listens. How very proud you must be of this employee. Her first name is Erica.

Wendy L. Strong