Less than 2 years ago, I bought a wonderful pair of expensive Timberland shoes. After having used Woodlands shoes for more than 4 years I was tired of using them, but they seemed indestructible.
So, I got these seemingly great looking pair of shoes from Timberland although I was feeling guilty for having splurged so much. I thought to myself, if Woodlands could last so long, these should last forever.
A few months later, I switched from the brown pair of laces to the green ones (both provided with the shoes) just for the heck of change, but within a few weeks the green laces started developing bulges and the inner threads come loose.
When I visited Timberland (Jubilee Hills, Hyderabad) and asked them what was up, they said “wear and tear” and asked me to get a pair from “Secunderabad” because apparently they don’t stock laces for their own shoes. Wow.
About a month ago, the threading on one of my shoes on a strip started coming off loose, and now there’s a decent enough gap that has developed at the seams. At the time of shoe purchase, I was promised a “lifetime” warranty (of the shoe – pegged at 3 or 4 years) for the shoes for any defects. So, I left for the showroom yet again and showed my shoe to a guy working there. His response did not amaze me “You should get it to a cobbler”. I was thoroughly amused. Wow, I hadn’t even thought of that! This guy is a genuis.
When I asked him about the “lifetime” warranty he threw the most heard line from salespersons around the country “It’s a wear and tear issue”. He meant it wasn’t a manufacturing defect and hence it won’t be covered in warranty. “Then what is?” I though to myself.
I asked him if I could pay the store to have it repaired. He said they didn’t have any such service in store. Again, why are you selling shoes? Here was the only direct store in the entire city and they don’t service what they sell !
How about you buy a car and the dealer refuses to service it? Or if he says the welding came off due to “wear and tear” ?
This shoe store was basically only stocking and selling shoes from Timberland. And what happens after the sale is none of their business. Good luck getting return customers. And, I’ve never seen a sale or discount on any of their shoes while I saw decent discounts on Timberland shoes in the USA last time I visited.
Full thumbs down for Timberland.