Timberland Avis 16

My son got a pair of Timberland shoes for 1200 kr as a Christmas present in 2025.
I waterproofed them before he wore them for the first time. To take care of them.
After he had worn them once, the leather on the top of the shoe was torn in several places. I contacted Timberland, I sent them pictures but they don't care. The wrote back that they will not help in such a situation. I am SO disappointed with how bad the service is for such a large company. I will NEVER buy from them again and warn others not to buy from them. Their products are incompetent and not worth the money.

I wish I could include a screenshot with this review

On their CANADIAN WEBSITE there is a promo -header at top of their home page stating “Limited-Edition
Timberland® Plush Blanket
Free With Any $225+ Purchase”

Large picture of said blanket to advertise this.

My order was 300 before tax.

It was late at night so I utilized the live chat feature as the blanket was not added to my cart automatically and after order processed when I did not see it included in the order.

The live chat feature kept telling me it was a “US only promo” but it was their Canadian website.

I then called their customer service this morning during the hours that is available. Half hour phone call. Again told it was for US orders. I pressed on. Then told “There were items discounted in your order so you do not qualify.”

Then I continued to press and was told I can call back after my order is shipped.

Nothing was done, excuses were made advertising was written blatant clearly without any conditions mentioned.

This company was really dishonest to solicit you to spend a certain amount for an incentive they did not only not provide-but had no intention of providing. They have no respect for a customers time and give ridiculous excuses for being dishonest.

They even asked me to screenshot their sites homepage and email it to them as if they could not access it themselves.

Not only a frustrating experience, it played out to be demeaning after being ripped off as well.

I would save someone the time frustration and THIS duped.

I sincerely wish I could include the screenshot but it does not give me the option to here.

Well this would have been 5 stars but because the contracted Shipper TForce was so bad it is 4, now what got the 4 was Timberlands ownership of problem with Shipper and voluntary refund of my purchase shows they care, and admitted the mistake was the Shipper. Thank you Timberland for being an honest and responsible company.

do not buy this brand, they do not care if they produce garbage.they do not stand by their products. I do not recommend

Absolutely garage boots. Sole is falling off after a month of wearing. They are most definitely not worth the 300 dollors.

May 20,2025, I ordered a pair of safety boots $300 , the day I was supposed to receive them I only got a notice by email saying bad address , yes bad address instead of wrong address, that on Friday, the delivery company didn’t even try calling or something . Nobody say or email anything to me the following Monday so I email the delivery company and timberland on Monday night, I checked the address I gave them and it was right, I still sent my address on those emails on Monday . The only email I got on Tuesday was from the delivery company saying bad address , that’s it nothing else so I replied with my address so then Wednesday I person from timber sent a message about the address so I replied with my address and I told them I wrote it right in the order, same Wednesday somebody from the delivery company sent an email saying that they didn’t get the unit number but they have updated the address and it will take up to two day for the system to update the unit number , like really two day just to update the address ? Not even to deliver . After that email I never heard from the delivery company again.then I email timberland again on Thursday and I told them about my sour experience with them, so they responded on Friday saying that they will ask the delivery company to return the boots back to them so they can redound the money. So now 7 days after the delivery date and no money or boots, so now it’s Tuesday 11 days since the delivery attempt , 14 days since I place the order , timberland doesn’t answer my emails any more , no money or shoes . I’m glad I paid with PayPal and they will give my money back but I have to wait till June 16 to get my money. Almost a whole month to get my money back all because timberland doesn’t want to give me a refund till they get the boots back from the delivery company they hired. I never got the shoes so there’s no damage from my side so we keeping my money for

DO NOT BUY FROM THEM!

Purchased a pair I had issues with. I contacted them as I was well within the 30 days return policy.

They asked me to send in photos I did. I called 5 times to have them respond to my email, to which they only then said to send more images, which I did. Then I called numerous times again to have them finally respond by email to wait 7 to 10 business, days. So I did wait and guess what no response.

They waste your time, do not care about their customers and I supported Timberland for 15 years. I will NEVER purchase anything from you again and make sure everyone I know becomes aware of your terrible service. I have email records to show your lack of response or care and will be sharing them through any other platform I can find to share my experience.

They advertise free refunds and provide you with a return label which is good, but you still need to follow up on your return to make sure you get your money back. Make sure you get a tracking receipt for your return because they will ask for it. When I gave them the tracking # they said the items had not been returned which was false as I had a delivery receipt from the courier proving the items were returned many days earlier.

Atrocious customer service. Spent 30 mins on the phone trying to get a Purolator return label generated in light of the Canada Post strike (return label provided in product box was for CP). The rep (Janice) was very unhelpful with long holds, reasking for information, etc. and would not transfer me to anyone else for assistance. Impossible!

Excellent service, quick and fair

I received Timberland boots as a Christmas gift and after wearing them on three different occasions my socks were ruined with orange dye. Timberland knew about this issue. I called customer service and was told if the boots are worn too long then excess dye may leak within the boot (particularly from the insoles). Timberland told me to fix it on my own by using a baking soda formula and extract the excess dye. I attempted the solution provided since Timberland would not offer a refund. The excess dye continued to bleed into my socks so I discarded the boots. I have photos to share however it doesn't appear that I can post photos of the problem on this platform.

I'm very happy with Timberland Canada customer service. I put an order on 2 pairs of footwear one day and then found out they have extra 20% off discount holiday sale the next day. I contacted the customer service and asked if they would mind helping me to adjust the prices or if I should cancel the order and re-order. They were very kind and understanding, they adjusted the prices with extra 20% off and gave me the refund the very next business day. I received the shoes that week and I'm very happy with them!!! :D

Absolutely rubbish!
Don’t even bother buying from this most inexperienced bunch of people. I ordered a pair of long brown leather boots that turned up worn. Someone had worn them and returned them in the box with grease stained packaging- yuk !
I called customer service straight away and explained that the boots were going right back because they were worn and asked why no one had even checked from the warehouse the state of these boots before sending them. The collection with Eva was booked for 27th Jan because Timberland could not produce a QR code, but the guy came banging on my door the very next day at 8pm, but I sent him away because I did not have a returns label, which was being sent in the post. Somehow I have only been refunded £11.40 when it should be £114 . I’m still waiting. Don’t buy from here , seems like the staff are all without experience and common sense, if Timerland want to sort this my order number is 36891345

Timberland - what a joke of a company, sorry this is long but I feel it is important that customers understand what can happen. Zero or negative stars not possible.

My story begins with a UK Web order placed direct from the Timberland site. Boots arrived quickly and were wrapped as a gift for Christmas.

Upon first putting them on on 28/12/22 it was noticed that the sole on one boot was not glued on the back of the heel. Timberland were called and an RMA form issued for drop off at a local agent.

When at the drop off point the RMA Barcode was not recognised by the machine. Timberland were called and a 2nd RMA issued, which was also similarly unusable. Calling Timberland the Support agent told me I should wait a few days, go to another drop off point and retry. At that point I advised that I had made 2 failed trips, I was at their designated drop off point and their process was failing me and I asked what could be done. The offer was made to me for a Manager to call me within 24 hours to discuss - this never happened.

After 36 hours I called and requested a Manager call me and was promised this would happen before close of business that day - again this never happened.

Two days later I called Timberland and had a 3rd RMA for a different drop off point, which again was unrecognised by the machine.

Again Timberland were contacted and I asked if a refund could be issued without returning and this had now been attempted 3 times with their system failing on each occasion. To my surprise I was advised this would be done if I emailed photos of the faulty item. An email was sent to me to confirm this and photos were provided by return showing the fault. Several days passed while I awaited refund but nothing. So a further call was made and I was advised that such refunds were not possible. This was despite me having email confirmation from the agent stating otherwise. Subsequent calls asking for escalation and a direct call with a Manager, were promised but ignored!

During this time a little research provided the Timberland Brand Manager contact details, so I reached out for their support vie email, as the process was clearly failing - but nothing!

Further contact with Timberland suggested a collection from my home would be an alternative which was arranged, again confirming by email. Several days later I had had no contact for this collection, I called Timberland and was told the collection had failed as the agent had missed an internal reference when requesting the collection, he then forgot to rearrange! Subsequently a 2nd collection was made, and email confirmation sent to me. In the call I was advised the carrier would call me to agree a collection time/date - this never happened, the carrier just turned up and luckily I was in to hand the parcel over.

Again I reached out to Senior Management, this time the CEO of VF the parent company of Timberland - nothing!

On the 12/01/2023 the agent who incorrectly offered refund on receipt of the photographs actually called me and began to explain that the request was being made to collect the boots from my home address. At that point I stopped his well rehearsed dialogue to advise that the boots had actually already been collected several hours earlier. He then stated that he would get the refund made that day as I could provide the collection reference number.

The following day I had email confirmation that the boots had arrived at Timberland, however despite the promise of refund on the 12/01/23 and several emails to Timberland it took until the 26/01/23 for this to arrive in my account with email confirmation on 25th Jan that it would be issued.

To add insult to injury I had an email on 23/01/23 from Timberland stating it had been a while since I had raised an issue with them, they had been busy and it was possible my issue had been resolved!

So in summary

28/12/22 Boots faulty
13/01/22 Boots picked up. 16 days to collect
26/01/23 refunded

3 failures in process to drop off at different collection points
1 failed collection
1 false offer to refund upon receipt of photographs of faulty item
1 unannounced collection (should have been given a communication to arrange)
3 failed requests to speak to a manager, 1st actually offered by call agent
2 ignored requests for support from VF senior managers

My take away from this is that :-

Timberland have/had a faulty RMA process
Timberland have call agents with no escalation process
Make false verbal and written promises
Senior Management ignore their customers
There is no ownership within the business, to resolve a simple issue for a customer.

I had a very bad experience with their courier, a company called TForce. This courier seemingly dumped a $300 purchase on my doorstep without notifying me in any way, and a few hours later when I checked the tracking info via email, because I was wondering when it was going to get here, the package had disappeared.

TForce showed me a photo of the package at the doorstep to 'confirm' delivery, then ghosted me. Timberland customer service flatly denied any possibility of a refund at first, but I called a second time when I was less upset and that led to them opening an investigation. I know nothing about this because there was no communication for 3 months after I submitted my ticket. I thought I was being strung along, but decided to follow up just to see.

To my surprise, the very next morning I received an email stating that my refund was being processed. So I am happy about that, it restored my respect for this company.

Still...their customer service could be improved. For example if you go to their "Contact Us" page, it shows an option to chat - but there's nothing there. You can't click on anything. If you select "Email", instead of providing you with a message window, they offer you a drop-down list of options which lead to a list of canned responses and no option to actually contact them.

So it could be better. Right now I am trying to use the refund they issued me to make another order, and for some reason their system isn't accepting my credit card information. It doesn't give me any indication which part of the info needs to be corrected, so I'm at a loss. (Assume for the sake of argument I input everything correctly.)

I don't want to use a different card, or to use Paypal. I have no choice but to jump through one of those hoops, or to call them. So their system could be more customer-friendly. I do like their products.

Sent as described and fit as expected. Nice pair of boots. Im a size 10 and these feel goof on my feet, not too heavy.