MerrellReviews of merrell.com

Very poor customer service. Next day delivery didn't happen. Contacting them was difficult. First email and chat okay then no response and chat offline. No phone number. Had to return as arrived too late.

Hi Merrell Team, I’m a first-time customer who decided to try ordering directly from your official site, thinking it would be the most reliable way to purchase. Unfortunately, this has turned out to be a frustrating and disappointing experience. At first, I was excited about my order. But as time passed with no updates, I checked the tracking — only to find that the package has been sitting in the same location for quite a while with no sign of movement. It honestly feels like the order is on a slow boat… that docked somewhere and decided to take a nap. I understand that delays can happen. But what makes this situation more unacceptable is the lack of communication, follow-up, or any proactive service from your side. For a brand as well-known as Merrell, I expected much better post-purchase support. No matter how good your products may be, poor after-sales service leaves a lasting negative impression. It makes customers like me question whether we’d want to place a second order. Has Merrell forgotten how important customer service is? Has there been no proper training or emphasis on protecting the reputation of your brand? Since this is my very first order — and it has not gone smoothly — I’d like to kindly request some form of goodwill compensation, such as a discount or promo code. That would go a long way in showing that you value your customers and are willing to make things right. I truly hope this feedback is taken seriously. A great product should always be matched by equally great service.

I bought Moab 3 waterproof shoes in April 2025. Shoes are not good at all, highly uncomfortable to walk, tried calling customer service, very rude. Please avoid buying these shoes. You will regret!!!!!!

Customer Service. Pair of Men's Rogue Hiker Mid GORE-TEX® purchased in August 2024. By January 2025, left boot has failed and water ingresses. By April right boot is same. Photographs sent of issue to merrell eu but no response over 2 week period to any emails. Will not order from this company again.

Order 2 pairs of walking shoes, sent one back. Followed their returns procedure and according to the tracking they received the items on the 8th May. To date no confirmation has been sent and no refund has been received. I first chased by email on 20th May to see what was happening with my refund, no response! Then emailed again on the 29th May, no response! Chat never works, I am considerably out of pocket. I will not be purchasing from them again.

Ordered a pair of sandals. EVRI were meant to deliver them but never arrived. Managed to contact customer services at EVRI and they searched for them but were lost. I was asked to let Merrell know but chat was always unavailable and no response from 2 emails. Also unable to contact via phone.

am 13. und 14. April 2025 habe ich online Ware für gesamt fast 800 Euro bestellt. Sämtliche Preisangaben, Zahlungen und die gesamte Rechnungsabwicklung auf der Website sind durchgängig in Euro ausgewiesen. Umso erstaunlicher ist es, dass mir meine Kreditkarteninstitute (Mastercard und Visa) nach Abschluss der Transaktionen jeweils Auslandseinsatzentgelte berechnet haben. Diese Gebühren wurden mangels jeglicher vorheriger Information auf der Website oder in den AGB gar nicht angekündigt und sind daher aus meiner Sicht unrechtmäßig. Zusätzlich bin ich höchst unzufrieden mit der mangelhaften Transparenz und der problematischen Abwicklung dieses Zahlungsvorgangs. Ein Unternehmen der Größe und Bekanntheit muss seine Kundinnen und Kunden klar darüber informieren, wenn über ein ausländisches Zahlungszentrum abgerechnet wird und Zusatzkosten anfallen können. Die Antwort des Service dazu war nicht zufriedenstellend Des Weiteren fehlte bis zum 15.05. noch immer die Erstattung zweier Retouren, die am 25. April 2025 nachweislich eingegangen waren. Die Website gibt für Retouren Bearbeitungszeit von 15 Tagen an!! Mittlerweile sind diese eingegangen. Zusammenfassend sind dies ist keine Zeichen von Kundenservice.

Après 2 ans d'utilisation très occasionnels de mes chaussures de randonnée Claypool sport mid GTX, le revêtement de la chaussure s'est craquelé et enlevé au niveau de la pliure du pied. Réponse du service client de Merrell, usure normale des matériaux et se retranche derrière une garantie de 1 an qui leur semble les autoriser a toute non qualité passé ce délai. Opsolessance programmée ? J'ai eu le droit à 20%, royaux, sur tout article au prix fort. J'irai dorénavant me fournir ayeur. Bonne lecture Frédéric