MerrellReviews of merrell.com

Bought a pair of shoes off line as finding the shoes on the store shelf is impossible! Should have trusted my instincts on not doing it! Received shoes but they were to big uggh. Love the shoes but now I am caught in the vicious cycle of getting my refund for them back, followed all the protocols they received them over a month ago and I still haven’t got my refund ,talk to a customer service rep and got told oh yes we received them and I will issue the refund then a week and a half later no refund, I phone down to speak to another customer represented it and get informed that the refund wasn’t done I’ll send it to my manager well now another week is gone by and I still have no refund I will never order anything online again from this company!!

I don't normally leave reviews, but I feel I really ought to after the pretty poor customer service I've experienced over the last couple of days. At the weekend, I tried to order 1 x pair of trainers, but was informed that my card didn't work, so I tried again and got the same message. When I checked my bank account, I noticed that there were 2 x £70 transactions deducted from my account. I emailed Merrel about this (their response rate is up to 4 days according to their website which is a little too long in my humble opinion) and then called them on the Monday to let them know what had happened. The first customer service rep I spoke to said she'd check this out for me, but we got cut off (I was put on hold then the call ended). I called again and this time the customer rep arranged for the 2 x refunds to be processed which was great. Did I get an apology about what had happened? Nope. Did she ask me if I wanted to order the trainers again? No. When I asked her to stay on the line with me whilst I try to buy the trainers again so the same things doesn't happen, she asked me "Why do I have to stay on the line with you?". Hmmm, because I've just asked to you help me and surely you want to make sure I actually do get those trainers that I'd like? My transaction went through in the end (I had to use PayPal as my Mastercard debit card wasn't accepted). When I asked the customer rep, she told me that "that's just the way it is and there's nothing they can do about it". Later on I went to Lush for a spa treatment. As I entered the shop and told one of the reps why I was there (without giving my name), she said "Oh Ivana, we've been expecting you". The whole customer service experience was smoothless and I felt that I mattered. My custom mattered. I didn't feel that at Merrell at all. I did get a reply to my email as well and it was confirmed that my refund was processed. Was I asked if I managed to order another pair of trainers? No. Did I receive an apology for the inconvenience? Did they offer a goodwill discount gesture or similar for a pretty shoddy online shopping experience? No. I will update you about the trainers when I get them.

Strongly disappointed I had bought a pair of shoes from this company and they barely lasted 3 months they ended up falling apart by being so cheaply made I was really hoping for over $100 they would last Then I figured maybe it was just that style and I went with a different style and I wasn't sure if I needed wide or medium so I ordered one of each just to be sure I went to Simply exchange them for a different with and I was explained that they can't do exchanges I'm just with it's a very big disappointment so instead I get charged for not being able to try their products on over the internet. And I really do not think that these sneakers are going to last much longer.... Nonetheless I feel like I should have been able to do the exchange it was the same exact product just I wanted wide instead of medium because they seem to run awfully small and I was told too bad so sad basically it'll be the last time I ever do business with this Shady company

Absolutely rubbish.. Paid over £100 for these boots hoping for a quality pair that would last.. Did a lot of research n decided on merrell.. Well what can I say. lasted for about 3 months and fell apart after very little use.. I've had £40 boots last longer than these.. Total rubbish and very disappointed.. I work for a college who teach outdoor activities so know what I'm talking about.. I'm going back to salomons..

I don't know whether this company has been sold on (to someone who just doesn't care) or they've changed tack for the sake of higher profits, but their Moab boots were the most comfortable walking boots on the market, the new version are garbage, they are as uncomfortable as hell...but they're supposedly designed for walking?! after just a mile or two the soles make your feet ache, It just doesn't make sense that they've gone from being so good to so bad!. On top of that, I contacted the customer services dept regarding re-waterproofing a lightweight jacket I bought from them, I received the most bizarre of answers, they state they can't give me any info on recommended products to use or even on garment care, I thought they make outdoor clothing for a living?? Useless bunch of clowns, I've moved on to another company who know what they're doing.

They are not the same shoes they use to be!! They are not comfortable anymore. Last 3 pair were great. Now the same shoe is made and looks different. I will never buy anything from Merrell ever again.!

Bought Wildwood Trail Runners to use for daily long walks. After 6 months, seams came apart, took to shoe repair he sewed them back up. Mesh not holding up, shoe repair fixed that too. Sole is worn out already after ONLY 6 months! Will NEVER buy Merrell again!

Purchased a pair of womans clogs ICE-4. They were due to arrive 02 Oct, delayed until 06 Oct. Delivered to incorrect address due to incomplete shipping label. Opened the white bag, to a box with shoes in tissue paper.....Right shoe looks fine, left shoe the fur lining is all irregular, appears that it was chewed on by rats or someone used scissors on it. The suede is all raw the texture is worn off. Called Customer Service 06 Oct and was told no problem that will send out a replacement pair and issue a label for me to send the defective pair back. Called today 07 Oct, as I have no way to print the return label they sent me in e-mail and a young woman initially stated they usually do not take back defective shoes- donate them. After quite some time waiting [28 minutes] while she checked with someone....she advised me that once they received the defective shoes back at that time they would send my replacement.......ARE YOU SERIOUS! I can understand not processing a refund until they are received in the warehouse but to make me wait on a product that YOU SENT OUT DEFECTIVE, with an INCOMPLETE SHIPPING ADDRESS. I did nothing incorrect, all the issues lay solely with MERRELL. I just received a cancellation from Customer Service MERRELL, stating I would not be charged I ALREADY HAVE BEEN! I would rather a credit for the crappy shoes I received!