Merrell

I purchased Merrell's Snow Crush boots for my granddaughter as a gift and should have checked the boots before saving them for her birthday. I would give these boots a zero rating if I could. They are larger than what she is currently wearing, and they are so stiff with no give or bending, that I could not even get them on her feet. With only a 30 day return policy, I learned my lesson and will check their products and not buy them as gifts in the future. Actually, I will not be buying anything from them in the future.

I want to give Merrell zero stars. I recently purchased two pairs of shoes from Merrell, each costing more than $100 each. The first pair was satisfactory, however, the second pair was defective. Upon contacting the company, I was informed by Jourdan, the Merrell Consumer Relations Representative, that I qualified for a refund. Even though I followed the instructions, I then received an email from Melanie, the Merrell Consumer Relations Representative, that I would not be refunded, but instead was offered a minimal discount on another pair of shoes with several restrictions. They have a lot of nerve and they only communicate using first names. The second pair of shoes I purchased had insoles that slipped and slid while I was driving, posing a safety hazard. Despite only wearing them twice, the shoes proved to be unusable. Merrell's warranty claims to guarantee their products are free of defects in materials and workmanship, yet they are refusing to honor their policy even after I provided evidence of the defect through photos.
Furthermore, Merrell implied that I did not purchase the shoes directly from their company, despite ordering from their website and having proof of purchase. I am now left with expensive shoes that are unwearable due to the defect. The warranty specifically excludes damage caused by misuse, negligence, or normal wear and tear, none of which apply to my situation.
It is disappointing to experience such poor customer service from a company that claims to provide exceptional footwear. I have lost faith in Merrell and their parent company, Wolverine World Wide, Inc., and will not be making any future purchases from them. I am left with expensive shoes that I cannot use, and Merrell has failed to uphold their end of the agreement with their customers. Buyer beware of Merrell and Wolverine.

I bought a pair of hiking boots based on a number of favorable reviews from what I thought were legitimate sources.
The first red flag was that I was supposed to receive free 2 day shipping and it was WEEKS before the order even processed.
I called REPEATEDLY to try and find out why the order wasn't being processed.
No one EVER answered the phone!
When they did finally arrive I tried them on and they seemed fine (all new shoes feel a little weird the first few days, I think).
After about the third time I wore them they started digging into my Achilles tendon to the point that I had to take them off because they hurt my feet so bad.
Around this time Merrell sent me an e-mail to review my purchase.
I, of course, wrote a scathing review of what I thought of their product thinking that this would get someone's attention... NOPE!
The review form itself is another huge red flag.
There is a laundry list of what you are NOT allowed to complain about so obviously they are quite well aware they are screwing everyone left and right and they don't really want to hear it from you.
I honestly didn't think they would post the review and I never heard from them and sort of forgot about it.
I was still mad but the world didn't stop turning because a pair of my shoes didn't fit correctly.
I had looked at trying to return them but after reading their return policy did not think they would take them back.
I was not willing to sit on hold for hours on end again trying to talk to someone about what my options were.
A couple days ago while trying to figure out if there was something I could do to make these shoes usable I came across my review from several weeks ago.
Someone from Merrell had posted an answer to my review with their phone number telling me to call customer service.
At this point I figured I was already out $150.00 so what did I have to lose.
I called customer service and lo and behold someone actually answered much to my surprise.
I explained what was going on and they told me that I should fill out the defective product form and that as a one time courtesy they would exchange the shoes for another pair.
I thought "sweet" I will finally be able to wear my overpriced shoes.
WELL, not so fast there cowboy.
After filling out the form and doing what they requested I got a response back stating that I ordered the wrong size (which is my fault) AND... sucks to be you.
However, as a consolation prize, I can order ANOTHER pair of their crappy shoes and get a 20% discount.
So, the lesson here boys and girls is...
DO NOT try to buy shoes over the internet AND
DO NOT do business with Merrell