MerrellReviews of merrell.com

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!

Il faut éviter à tout prix Les messages liés à la livraison sont totalement confus, incohérents (exemple : un premier message pour dire que l'adresse du destinataire est incomplète => faux / second message pour dire que le destinataire a refusé le colis => sans aucun doute s'ils ont mal renseigné l'adresse sur le bon de livraison / au final, un mail pour me dire qu'ils avaient bien reçu mon retour....et allaient procéder au remboursement) Pas de réponse aux mails envoyés pour avoir des informations sur le suivi du colis, pas de numéro de téléphone Dommage ...Je n'ai donc jamais vu ce que j'ai commandé et aucune façon de savoir si au final, le produit lui est de bonne qualité ou non !!!

Mauvaise expérience Achat sur le site Merrell sur une promotion. Je reçois un mail m’indiquant que mon colis sera livré le lendemain. Le lendemain rien n’est livré, le transporteur indique uniquement par un mail automatique un problème d’adresse pourtant ayant vérifié cette dernière tout est correct. J’attends donc quelques jours voir si une action sera prise chez Merrell ou le transporteur. N’ayant pas de retour j’essaye de trouver un contact chez le transporteur ou Merrell. Impossible d’avoir un numéro fiable avec une personne au bout du fil. Je n’ai donc pas le choix d’envoyer un mail (il est indiqué 7j en délai de réponse!) Bien sûr j’ai eu un retour qu au bout de + de 7 jours pour me dire qu’ils feront un remboursement. Malgré mon renvoi de mail pour refuser, indiquer que je perds l’avantage commercial de la promo et demander un renvoi du colis, qui leur revient à l’entrepôt, par un autre biais, puisque le problème est la gestion du transporteur, pas de retour et j’ai fini par avoir un remboursement … Service déplorable je ne conseille pas d’acheter directement sur merrell

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