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David R.

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Member since July 2020

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1 Review by David

7/28/20

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

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