rJ
roxanne J
1 reviews | Active since Oct 2018
11 Dec 2024, 16:19
Horrible Timberland Head Office Service
I tried to return a brand new Timberland shoe with the receipt that was purchased for my son as baby shower gift. I emailed Timberland and received no response. I then called their customer service and spoke to a very rude and unprofessional individual named Lesego who proceeded to tell me no email was received and when I asked her to check, she miraculously found it. She told me that they WON'T refund or even exchange it. I asked if there is anyone else who can deal with matter she said operations will in contact with me. A week later still NO RESPONSE . I went to the Cavendish branch today and spoke to the store manager and she called head office to give me feedback. Turns out *********** Lesego emailed the wrong email address that she made me repeat telephonically.I asked the store manager to send me the email that I was supposed to receive. I was told Nishen the operations manager, who clearly couldn't be bothered to send the email himself verbally said no to the return of the purchase because the only person's name on the email is the call center agent Lesego. What exactly is going on with the head office staff of Timberland? Who makes the final decision on brand new items that customers want to returned? Id like that person to call and email me directly. Just awful service.
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Replies (5)0
Replies (5)
Timberland's replyOfficial
11 Dec 2024, 17:15Dear Valued customer
We hope that you are well.
The item in question was purchased over a year ago. As such, we are not obligated to provide an exchange or refund.
A customer has a general right to return goods (a ‘cooling off period’) within 30 calendar days after delivery or in-store purchase, without penalty, should the product be unsatisfactory or incorrect. All items should be unused, in their original condition and returned in the original packaging with the price tag attached and accompanied by a proof of purchase. Should a customer wish to return an item over the 30 day period, but provided that the item/s are in their original condition, in its original packaging and accompanied by a proof of purchase, the customer will be eligible, subject to Timberland SA operations approval, for an exchange of the item/s of equivalent value and / or to a credit note of the original price. If any of the aforementioned criteria are not fulfilled by the customer, Timberland SA bares no responsibility to honour an exchange, repair or refund of the item/s that were purchased.
Please refer to the returns and exchanges policy on our website.
Best Regards
Management
We hope that you are well.
The item in question was purchased over a year ago. As such, we are not obligated to provide an exchange or refund.
A customer has a general right to return goods (a ‘cooling off period’) within 30 calendar days after delivery or in-store purchase, without penalty, should the product be unsatisfactory or incorrect. All items should be unused, in their original condition and returned in the original packaging with the price tag attached and accompanied by a proof of purchase. Should a customer wish to return an item over the 30 day period, but provided that the item/s are in their original condition, in its original packaging and accompanied by a proof of purchase, the customer will be eligible, subject to Timberland SA operations approval, for an exchange of the item/s of equivalent value and / or to a credit note of the original price. If any of the aforementioned criteria are not fulfilled by the customer, Timberland SA bares no responsibility to honour an exchange, repair or refund of the item/s that were purchased.
Please refer to the returns and exchanges policy on our website.
Best Regards
Management
Timberland's reply11 Dec 2024, 17:15
Official
Dear Valued customer
We hope that you are well.
The item in question was purchased over a year ago. As such, we are not obligated to provide an exchange or refund.
A customer has a general right to return goods (a ‘cooling off period’) within 30 calendar days after delivery or in-store purchase, without penalty, should the product be unsatisfactory or incorrect. All items should be unused, in their original condition and returned in the original packaging with the price tag attached and accompanied by a proof of purchase. Should a customer wish to return an item over the 30 day period, but provided that the item/s are in their original condition, in its original packaging and accompanied by a proof of purchase, the customer will be eligible, subject to Timberland SA operations approval, for an exchange of the item/s of equivalent value and / or to a credit note of the original price. If any of the aforementioned criteria are not fulfilled by the customer, Timberland SA bares no responsibility to honour an exchange, repair or refund of the item/s that were purchased.
Please refer to the returns and exchanges policy on our website.
Best Regards
Management
We hope that you are well.
The item in question was purchased over a year ago. As such, we are not obligated to provide an exchange or refund.
A customer has a general right to return goods (a ‘cooling off period’) within 30 calendar days after delivery or in-store purchase, without penalty, should the product be unsatisfactory or incorrect. All items should be unused, in their original condition and returned in the original packaging with the price tag attached and accompanied by a proof of purchase. Should a customer wish to return an item over the 30 day period, but provided that the item/s are in their original condition, in its original packaging and accompanied by a proof of purchase, the customer will be eligible, subject to Timberland SA operations approval, for an exchange of the item/s of equivalent value and / or to a credit note of the original price. If any of the aforementioned criteria are not fulfilled by the customer, Timberland SA bares no responsibility to honour an exchange, repair or refund of the item/s that were purchased.
Please refer to the returns and exchanges policy on our website.
Best Regards
Management
rJ
roxanne J's updateReviewer Update
11 Dec 2024, 17:45Timberland South African,
"Should a customer wish to return an item over the 30 day period, but provided that the item/s are in their original condition, in its original packaging and accompanied by a proof of purchase, the customer will be eligible, subject to Timberland SA operations approval, for an exchange of the item/s of equivalent value and / or to a credit note of the original price. "
How does my purchase not meet the criteria?
Who ever is in charge for the management team needs to contact me. Asap
Regards
Annoyed Pregnant Customer
"Should a customer wish to return an item over the 30 day period, but provided that the item/s are in their original condition, in its original packaging and accompanied by a proof of purchase, the customer will be eligible, subject to Timberland SA operations approval, for an exchange of the item/s of equivalent value and / or to a credit note of the original price. "
How does my purchase not meet the criteria?
Who ever is in charge for the management team needs to contact me. Asap
Regards
Annoyed Pregnant Customer
rJ
roxanne J's update11 Dec 2024, 17:45
Reviewer Update
Timberland South African,
"Should a customer wish to return an item over the 30 day period, but provided that the item/s are in their original condition, in its original packaging and accompanied by a proof of purchase, the customer will be eligible, subject to Timberland SA operations approval, for an exchange of the item/s of equivalent value and / or to a credit note of the original price. "
How does my purchase not meet the criteria?
Who ever is in charge for the management team needs to contact me. Asap
Regards
Annoyed Pregnant Customer
"Should a customer wish to return an item over the 30 day period, but provided that the item/s are in their original condition, in its original packaging and accompanied by a proof of purchase, the customer will be eligible, subject to Timberland SA operations approval, for an exchange of the item/s of equivalent value and / or to a credit note of the original price. "
How does my purchase not meet the criteria?
Who ever is in charge for the management team needs to contact me. Asap
Regards
Annoyed Pregnant Customer
Timberland's replyOfficial
11 Dec 2024, 23:17Dear Valued customer.
We hope that you are well.
The exception to the rule is as follows : According to the Consumer Protection Act (CPA) in South Africa, a retailer is not forced to return an item after 30 days. However, the CPA does imply a warranty of quality for a reasonable period, which is generally considered to be 6 months.If an item is returned after 30 days but within 6 months, the retailer may still be obligated to repair, replace, or refund the item if it is found to be defective or not fit for purpose.
Your purchase is outside of the warranty and return / exchange window. It is recommended for all consumers to abide by the regulations of the Consumer Protection Act. Kindly fami****ize yourself with the said regulations.
Regrettably, we are unable to assist further.
Regards
Management
We hope that you are well.
The exception to the rule is as follows : According to the Consumer Protection Act (CPA) in South Africa, a retailer is not forced to return an item after 30 days. However, the CPA does imply a warranty of quality for a reasonable period, which is generally considered to be 6 months.If an item is returned after 30 days but within 6 months, the retailer may still be obligated to repair, replace, or refund the item if it is found to be defective or not fit for purpose.
Your purchase is outside of the warranty and return / exchange window. It is recommended for all consumers to abide by the regulations of the Consumer Protection Act. Kindly fami****ize yourself with the said regulations.
Regrettably, we are unable to assist further.
Regards
Management
Timberland's reply11 Dec 2024, 23:17
Official
Dear Valued customer.
We hope that you are well.
The exception to the rule is as follows : According to the Consumer Protection Act (CPA) in South Africa, a retailer is not forced to return an item after 30 days. However, the CPA does imply a warranty of quality for a reasonable period, which is generally considered to be 6 months.If an item is returned after 30 days but within 6 months, the retailer may still be obligated to repair, replace, or refund the item if it is found to be defective or not fit for purpose.
Your purchase is outside of the warranty and return / exchange window. It is recommended for all consumers to abide by the regulations of the Consumer Protection Act. Kindly fami****ize yourself with the said regulations.
Regrettably, we are unable to assist further.
Regards
Management
We hope that you are well.
The exception to the rule is as follows : According to the Consumer Protection Act (CPA) in South Africa, a retailer is not forced to return an item after 30 days. However, the CPA does imply a warranty of quality for a reasonable period, which is generally considered to be 6 months.If an item is returned after 30 days but within 6 months, the retailer may still be obligated to repair, replace, or refund the item if it is found to be defective or not fit for purpose.
Your purchase is outside of the warranty and return / exchange window. It is recommended for all consumers to abide by the regulations of the Consumer Protection Act. Kindly fami****ize yourself with the said regulations.
Regrettably, we are unable to assist further.
Regards
Management
rJ
roxanne J's updateReviewer Update
12 Dec 2024, 00:26Timberland management,
Let me reiterate, the person who is in charge of your management team needs to call me . ASAP.
You need understand refusing to refund a brand new shoe with a receipt that hasn't been worn is absolutely ridiculous and expecting me to take a loss on an expensive purchase is madness.
I copied and pasted the Timberland policy I was sent which said nothing about the time frame after 30 days.
So seeing that you don't want to help a valued customer, your boss needs to handle this situation further.
Regards.
Let me reiterate, the person who is in charge of your management team needs to call me . ASAP.
You need understand refusing to refund a brand new shoe with a receipt that hasn't been worn is absolutely ridiculous and expecting me to take a loss on an expensive purchase is madness.
I copied and pasted the Timberland policy I was sent which said nothing about the time frame after 30 days.
So seeing that you don't want to help a valued customer, your boss needs to handle this situation further.
Regards.
rJ
roxanne J's update12 Dec 2024, 00:26
Reviewer Update
Timberland management,
Let me reiterate, the person who is in charge of your management team needs to call me . ASAP.
You need understand refusing to refund a brand new shoe with a receipt that hasn't been worn is absolutely ridiculous and expecting me to take a loss on an expensive purchase is madness.
I copied and pasted the Timberland policy I was sent which said nothing about the time frame after 30 days.
So seeing that you don't want to help a valued customer, your boss needs to handle this situation further.
Regards.
Let me reiterate, the person who is in charge of your management team needs to call me . ASAP.
You need understand refusing to refund a brand new shoe with a receipt that hasn't been worn is absolutely ridiculous and expecting me to take a loss on an expensive purchase is madness.
I copied and pasted the Timberland policy I was sent which said nothing about the time frame after 30 days.
So seeing that you don't want to help a valued customer, your boss needs to handle this situation further.
Regards.
rJ
roxanne J's updateReviewer Update
12 Dec 2024, 15:22My view is entirely true and correct
rJ
roxanne J's update12 Dec 2024, 15:22
Reviewer Update
My view is entirely true and correct