I bought a 3in1 coat online for my husband on Aug 26th as a gift for the following month and paid $150.95 due to a sale/discount and free shipping over $100 items (Timberland usually runs this promotion). Well, when I gave the coat to my husband the next month and he tried it on, the coat felt a bit tight. It is the size he always wears with Timberland coats. He even had someone who wears the same size try it on and he said it felt tight. My husband felt there was a defect in either the lining size of the coat or the coat itself, maybe it was marked or manufactured wrong, etc.
My husband called on Oct 5 and spoke to a rep. He doesn't recall her name but we later copied our phone record to prove to Timberland that the call was made. It was 18 mins on 10/5 at 11:09 A.M. Timberland never followed up to see who the rep was that gave us the wrong info. My husband explained the problem with the coat on Oct 5th and the rep told my husband that the way to do it was for him to return the coat and that he would have to reorder the coat. She said he would receive the credit for the original coat ($150.95). But when she mentioned reordering another coat, I asked my husband to ask if they are going to give us the coat for the same price I originally paid. The rep was the one putting the order in for us and told us yes because we are getting the same coat but that it would initially charge $215.78 because the original sale price is no longer available but that she would put in the credit for the difference when they received the other coat and that it would take a couple of weeks to process.
This is where the problem lies because Timberland’s continued response is “I am sorry for the inconvenience but we can’t match the original price because it is past 30 days.” Timberland failed to answer some of my emails and I had to continue to call to try to resolve this. I tried explaining that what sense does it make that we would buy a coat, on Aug 26th, paying $150.95, make a phone call to Timberland on 10/5 for 18 mins and on the same day, reorder the same coat, size size but pay $215.78. We shipped the original coat back on the same day we reordered the same coat, same size. This occurred because that is what their rep told us to do. Do you think with today’s economy that we are going to pay $150.95 for a coat and repurchase the same coat, same size 5 to 6 weeks later but pay $65 more. Looking at the second order I noticed that when the rep put the order in she even charged $13.95 for shipping. It doesn’t make sense.
After the lack of an effort from Timberland to resolve this issue, I printed the label to return the 2nd coat because I refuse to pay more for this coat due to Timberland’s screw up and I see that Timberland has a 60 day policy for items that have a defect in manufacturing. So I become even more upset to know that the original rep should NOT have told us to reorder the same coat, same size but should have told us to return the coat, they would inspect it and then send us another one. So we got two wrong instructions from the rep and Timberland will not answer to them. I wrote another email stating that this situation was not under the 30 day policy but should have been handled as a defect but Timberland never answered, as of today. They don’t care. Let me clear up, that it was a defect in manufacturing on the first coat because the second coat we received fits fine. I am livid at how Timberland has ignored common sense in the way these transactions were made and didn’t stand by doing the right thing. I can understand if I purchased two different coats because that would make it appear as if we were trying to get another coat for the same sale price but this is the same coat, same size! I will never buy from Timberland again not only for the rep misleading us with wrong information but mostly because Timberland did not really take the time to go through the facts and instead when they replied would only say they can’t honor the original price because it is past the 30 days.
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