T
Timberland
Verified Business
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AI Review Summary
Based on recent customer reviews, Timberland faces significant criticism across both its online and in-store operations in South Africa. Customers repeatedly report delayed or missing refunds, undelivered online orders, and unresponsive communication channels including phones, emails, and chatbots. Product quality concerns are prominent, with boots, sneakers, and eyewear reportedly deteriorating after minimal use. Staff interactions are frequently described as rude and dismissive, with multiple customers citing specific encounters. One positive review praised excellent in-store service at the Sandton branch from an attentive staff member named Major.
Performance(last 12 months):
0Trustindex Rating
#53Ranked In Retail
10h 35mReply Time
-78 NPSUnlikely
Replied to 15% of negative reviews
Reply time on negative reviews: 10 hours 35 min
TrustIndex
0
Ranking
#53
in Retail
Avg Reply
10h 35m
NPS Score
-78
Recommended: Unlikely
Replied to 15% of negative reviews
Reply time on negative reviews: 10 hours 35 min
Review Distribution
1.3|21 Reviews
May '25 - Apr '26
5(4.8%)
4(0%)
3(0%)
2(9.5%)
1(85.7%)
5(4.8%)
4(0%)
3(0%)
2(9.5%)
1(85.7%)
Frequently Asked Questions About Timberland
Based on recent customer reviews, Timberland faces significant criticism across both its online and in-store operations in South Africa. Customers repeatedly report delayed or missing refunds, undelivered online orders, and unresponsive communication channels including phones, emails, and chatbots. Product quality concerns are prominent, with boots, sneakers, and eyewear reportedly deteriorating after minimal use. Staff interactions are frequently described as rude and dismissive, with multiple customers citing specific encounters. One positive review praised excellent in-store service at the Sandton branch from an attentive staff member named Major.
Timberland has a TrustIndex of 0 out of 10 on Hellopeter, based on 21 reviews in the last 12 months. They reply to 15% of negative reviews, typically within 10 hours 35 min. Hellopeter has tracked Timberland across 175 total reviews. How is the TrustIndex calculated? →
Recent reviews (21)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceNJ
Ntombifuthi J
1 reviews | Active since Jan 2020
16 Mar 2026, 10:47
Bad service
I bought girls grey and pink sneaker and they delivered a blue boys shoe. I then took it clearwater timberland store and they informed me to exchange it online. Same Saturday I wrote 2 emails to Daniel and there were no responses. I then wrote two other emails to Nombuso the following day and she rep**** a day later. She gave me a run around asking for a lot of thing until I told her that all the information she wants from me are already infron of her because I had already given her my order number. Then on Friday 2026-03-13 someone from courier company called and told me that he will collect the order on Monday because he works in witpoortjie and am in Lindhaven and this place is literally 5 minutes away. Today I take my phone and call him and he pretends like he doesn't know me. I no longer want the shoe exchanged, I want a refund this whole process has been draining and they are giving me a run around. So disappointed with Timberlandsa
Helpful (0)
|Replies (0)NJ
Ntombifuthi J
1 reviews | Active since Jan 2020
16 Mar 2026, 10:47
Bad service
I bought girls grey and pink sneaker and they delivered a blue boys shoe. I then took it clearwater timberland store and they informed me to exchange it online. Same Saturday I wrote 2 emails to Daniel and there were no responses. I then wrote two other emails to Nombuso the following day and she rep**** a day later. She gave me a run around asking for a lot of thing until I told her that all the information she wants from me are already infron of her because I had already given her my order number. Then on Friday 2026-03-13 someone from courier company called and told me that he will collect the order on Monday because he works in witpoortjie and am in Lindhaven and this place is literally 5 minutes away. Today I take my phone and call him and he pretends like he doesn't know me. I no longer want the shoe exchanged, I want a refund this whole process has been draining and they are giving me a run around. So disappointed with Timberlandsa
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Replies (0)SR
Sadeck R
1 reviews | Active since Jan 2020
16 Mar 2026, 10:31
i am getting worried reading the comments on hello peter if i should purchase a timberland for my 15 year old boy , he loves the boots and has the T shirts to Jackets he is not like other 15 year old who likes Nike and Pumas he loves his Timberland , i wa
Signed up for the % discount for my year old boy only to find out it does not work for the Boots he wants with no stipulation on site as we thought it works for all producs
Helpful (0)
|Replies (0)SR
Sadeck R
1 reviews | Active since Jan 2020
16 Mar 2026, 10:31
i am getting worried reading the comments on hello peter if i should purchase a timberland for my 15 year old boy , he loves the boots and has the T shirts to Jackets he is not like other 15 year old who likes Nike and Pumas he loves his Timberland , i wa
Signed up for the % discount for my year old boy only to find out it does not work for the Boots he wants with no stipulation on site as we thought it works for all producs
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Replies (0)YH
Yvette H
1 reviews | Active since Jan 2020
25 Feb 2026, 11:43
Poor customer service from Nombuso and Timberland.co.za
This online store does not even deserve a star rating! Disgusted at the level of service and not to mention the rudeness of their staff members!!! We bought a Timberland boot on the 9th of February 2026. The boot had been on a special and with out online experience when you buy online they must process the same day or the next day. These people did not process the package and so the boot was sold out. I'm not sure if they kept the stock for themselves or their family and friends but when we bought it there was a lot of stock on hand. This is two weeks ago, we received a call on Monday from an arrogant and rude lady by the name Nombuso. She tells us the boot is sold out they tried to source it from different stores but couldn't find it. Now tell me how could it be sold out because when we bought the boot two weeks ago there was enough stock now you call two weeks later to say it's sold out. The lady was rude and didn't care she wants to force us to get a store voucher and we refused it and she said she will call back on Monday to confirm the refund. Nombuso is rude and lack of customer values and ethics. We waited for her call she never called back and you can't get through to their number so what's the use of having a telephone number if you can't get through. What's mind boggling is the fact that she is nonchalant just saying there is no stock of the boot but we knew when we purchased the boot there was enough stock. Fast forward to today, she called with the same arrogant smug attitude to confirm if we taking store voucher or refund we said we want and immediate refund. We are really disgusted at the service we received from Timberland.co.za and Nombuso. Reading all of the negative reviews I hope we do not have to wait months for refund because that will be upsetting.
Helpful (0)
|Replies (0)YH
Yvette H
1 reviews | Active since Jan 2020
25 Feb 2026, 11:43
Poor customer service from Nombuso and Timberland.co.za
This online store does not even deserve a star rating! Disgusted at the level of service and not to mention the rudeness of their staff members!!! We bought a Timberland boot on the 9th of February 2026. The boot had been on a special and with out online experience when you buy online they must process the same day or the next day. These people did not process the package and so the boot was sold out. I'm not sure if they kept the stock for themselves or their family and friends but when we bought it there was a lot of stock on hand. This is two weeks ago, we received a call on Monday from an arrogant and rude lady by the name Nombuso. She tells us the boot is sold out they tried to source it from different stores but couldn't find it. Now tell me how could it be sold out because when we bought the boot two weeks ago there was enough stock now you call two weeks later to say it's sold out. The lady was rude and didn't care she wants to force us to get a store voucher and we refused it and she said she will call back on Monday to confirm the refund. Nombuso is rude and lack of customer values and ethics. We waited for her call she never called back and you can't get through to their number so what's the use of having a telephone number if you can't get through. What's mind boggling is the fact that she is nonchalant just saying there is no stock of the boot but we knew when we purchased the boot there was enough stock. Fast forward to today, she called with the same arrogant smug attitude to confirm if we taking store voucher or refund we said we want and immediate refund. We are really disgusted at the service we received from Timberland.co.za and Nombuso. Reading all of the negative reviews I hope we do not have to wait months for refund because that will be upsetting.
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Replies (0)LM
Lebogang M
1 reviews | Active since Jan 2020
24 Feb 2026, 08:18
Frustrated with lack of response!
I logged a return on the 6th of February and asked for a refund. To this date, I have never received my refund back. I sent countless of emails, tried to call their number on the website, sent them online messages and I am getting ignored. Please refund me!
Helpful (0)
|Replies (0)LM
Lebogang M
1 reviews | Active since Jan 2020
24 Feb 2026, 08:18
Frustrated with lack of response!
I logged a return on the 6th of February and asked for a refund. To this date, I have never received my refund back. I sent countless of emails, tried to call their number on the website, sent them online messages and I am getting ignored. Please refund me!
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Replies (0)FE
Farazana E
1 reviews | Active since Jan 2020
2 Feb 2026, 19:28
Timberland Boots
Very frustrated my sister bought her child a toddler pair of timberland boots , he wore it one day on Christmas and boom the next day we saw the leather come off totally disgusting! She then exchanged the shoes they told her she couldn’t get the money she needed to take a new pair well she did. Boom! The 2nd time it happened again now she tells them. To give a new pair or refund her money they refuse. The manager was so rude to her even called security to put her out the shop! Very bad service!
Helpful (0)
|Replies (0)FE
Farazana E
1 reviews | Active since Jan 2020
2 Feb 2026, 19:28
Timberland Boots
Very frustrated my sister bought her child a toddler pair of timberland boots , he wore it one day on Christmas and boom the next day we saw the leather come off totally disgusting! She then exchanged the shoes they told her she couldn’t get the money she needed to take a new pair well she did. Boom! The 2nd time it happened again now she tells them. To give a new pair or refund her money they refuse. The manager was so rude to her even called security to put her out the shop! Very bad service!
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Replies (0)TT
Titus T
1 reviews | Active since Jan 2020
29 Jan 2026, 08:54
Defective Boots, No Response, CPA Rights Ignored — Order 225604
Defective Boots, No Response, CPA Rights Ignored — Order 225604 I am extremely frustrated with the lack of response and poor after-sales service I’ve experienced. This is now the second time I am raising this issue. I have already sent an email, attempted to engage via the chatbot, and even tried calling the provided contact number — the phone just rings with no answer. My complaint relates to Order Number 225604. I purchased a pair of Chelsea boots on 11 November 2025, and they were delivered on 13 November 2025. After only a short period of normal use, the boots began to deteriorate. The heel on the left shoe is coming off, making the product defective and clearly not fit for purpose. In terms of the Consumer Protection Act (CPA), 68 of 2008, specifically Section 56(2), consumers are entitled to an imp**** warranty of quality. The Act allows goods that fail within six months of delivery to be returned at the supplier’s risk and expense, with the consumer entitled to a repair, replacement, or refund. This defect occurred well within the six-month period, and I am formally exercising my rights under the CPA. At this point, the lack of communication is unacceptable and only adds to my frustration. I am requesting that this matter be resolved urgently with either a replacement, repair, or full refund, in line with the law. I hope this public review will finally prompt a response.
Helpful (0)
|Replies (0)TT
Titus T
1 reviews | Active since Jan 2020
29 Jan 2026, 08:54
Defective Boots, No Response, CPA Rights Ignored — Order 225604
Defective Boots, No Response, CPA Rights Ignored — Order 225604 I am extremely frustrated with the lack of response and poor after-sales service I’ve experienced. This is now the second time I am raising this issue. I have already sent an email, attempted to engage via the chatbot, and even tried calling the provided contact number — the phone just rings with no answer. My complaint relates to Order Number 225604. I purchased a pair of Chelsea boots on 11 November 2025, and they were delivered on 13 November 2025. After only a short period of normal use, the boots began to deteriorate. The heel on the left shoe is coming off, making the product defective and clearly not fit for purpose. In terms of the Consumer Protection Act (CPA), 68 of 2008, specifically Section 56(2), consumers are entitled to an imp**** warranty of quality. The Act allows goods that fail within six months of delivery to be returned at the supplier’s risk and expense, with the consumer entitled to a repair, replacement, or refund. This defect occurred well within the six-month period, and I am formally exercising my rights under the CPA. At this point, the lack of communication is unacceptable and only adds to my frustration. I am requesting that this matter be resolved urgently with either a replacement, repair, or full refund, in line with the law. I hope this public review will finally prompt a response.
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Replies (0)ND
Nwabisa D
1 reviews | Active since Jan 2020
16 Jan 2026, 04:36
Timberland
Bought sneakers in Nov and they don't fit logged a return online they took forever to respond not accepting the return with no explanation sent an emailing asking as I had logged the return within 30 business days of receiving the order till to date no response Not happy with this kind of service at all terrible
Helpful (0)
|Replies (0)ND
Nwabisa D
1 reviews | Active since Jan 2020
16 Jan 2026, 04:36
Timberland
Bought sneakers in Nov and they don't fit logged a return online they took forever to respond not accepting the return with no explanation sent an emailing asking as I had logged the return within 30 business days of receiving the order till to date no response Not happy with this kind of service at all terrible
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Replies (0)LV
Lowla V
1 reviews | Active since Jan 2020
5 Jan 2026, 05:49
Very bad service to customers
I don't even know how to express the level of poor service I'm tolorating from this Store Timberland Atubury I returned an item which I bought in October/Nov till date vai pay just now they still won't refund my money the manager said I shuld gv him that week of Black Friday till date I wonder what's so difficult to do that took Steve Madden store to do a refund only one day that takes them a whole two months their lines r not working tried to take the number they gave me direct still no luck I don't even have time to go to the store due to work to go beg for my money to be returned into my wallet their treatment is so bad Can be contacted on 0720670188 I even tried other timberlands but still was told must go attubury jeez! As for their online info it's not updated and their customers are not even informed I dnt knw how mny times I tried calling piller to post to piller I took my tym and went still I'm not wining the level of disrespect I'm receiving over my money
Helpful (0)
|Replies (0)LV
Lowla V
1 reviews | Active since Jan 2020
5 Jan 2026, 05:49
Very bad service to customers
I don't even know how to express the level of poor service I'm tolorating from this Store Timberland Atubury I returned an item which I bought in October/Nov till date vai pay just now they still won't refund my money the manager said I shuld gv him that week of Black Friday till date I wonder what's so difficult to do that took Steve Madden store to do a refund only one day that takes them a whole two months their lines r not working tried to take the number they gave me direct still no luck I don't even have time to go to the store due to work to go beg for my money to be returned into my wallet their treatment is so bad Can be contacted on 0720670188 I even tried other timberlands but still was told must go attubury jeez! As for their online info it's not updated and their customers are not even informed I dnt knw how mny times I tried calling piller to post to piller I took my tym and went still I'm not wining the level of disrespect I'm receiving over my money
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Replies (0)