Did not buy from this store due to rude staff, was also advised I could not take advantage of Klana as they only accepted 'real money' in their store.
I will not be returning to the Timberland store in Derby due to the extremely poor standard of customer service I experienced. I visited the store on Christmas Eve to exchange a pair of shoes and made it clear that I did not want a refund, only an exchange. Despite this, the staff member assisting me repeatedly focused on the fact that I had a gift receipt and stated that I would not be able to receive my money back, even after I had clearly explained this was not what I was requesting. I asked for assistance in finding an alternative item of similar value, or whether the shoes could be ordered or checked online, which is standard practice in retail. This was not explained clearly. When I requested that another store be contacted to check availability of the loafers I wished to exchange for, I was initially told that only one store would be contacted. A second member of staff later intervened and explained that the stores operate as franchises and do not have visibility of other stores’ stock. It was only at this point that it was discovered that by scanning the gift receipt, the price of the original item could be viewed and I could have paid the difference for an alternative product—information that should have been communicated clearly from the outset. I was then advised that the Sheffield store may be able to assist and that it was my decision whether to travel there. No meaningful attempt was made to resolve the issue in-store. The overall experience was overwhelming, unhelpful, and unprofessional, and the manner in which I was spoken to made me feel dismissed and undervalued as a customer. For clarity, the staff member I am complaining about had black hair worn half up and half down, wore glasses, had a nose piercing, and was dressed in black pyjamas-style clothing. Their attitude and approach fell well below acceptable customer service standards. In contrast, I would like to commend the member of staff at the Sheffield store, who was warm, welcoming, and extremely helpful. After driving over an hour, my issue was resolved efficiently and professionally—highlighting the clear difference in service levels between the two locations. Due to this experience, I will not be shopping at the Derby store again. I strongly recommend that Timberland reviews staff training and customer service standards at this location.
We went to buy a shoe, and although a lady helped us with what we asked for, she wasn’t very polite and warm. The interaction felt a bit odd, and we don’t usually experience this in other shops.
Came in today to look for a replacement of my old timberlands, the ladies I met with were really helpful to direct me to what was most similar. I wanted to try on a few different styles due to always struggling to find something to fit nicely. They were patient with me and gave me advice on the correct size and that I could remove the insoles to try them on properly.
Impeccable customer service. Cannot rate the assistant high enough. Daniel (the Assistant) was friendly, polite, knowledgeable, and actually engaged in conversation. He was patient, running back and forth letting me try as many pairs on as I wanted, and overall was a pleasure to buy from. I now have a lovely new pair of boots and a very pleasant shopping experience. Would definitely recommend
Really impressed with the service and knowledge. Good case of get what you pay for. Good quality stuff and good service.
We called in before Christmas looking for some boots for my son. We was met by a staff member service with a smile and very helpful even went in on the 2.1.23 to exchanged the boots and again met by the same staff member who was again very polite. I did mention this to her Manager who said her name was Abbey. Well done young lady your customer service is second to none I wish you all the best for the future and we will return.
Went to go visit this store with a friend today, with the full intentions to purchase a pair of Timberlands that were £180. Once we entered the store, the 2 ladies that were inside didn’t even make any attempt to come and talk to us, as well as even make any eye contact. I didn’t know if it was the fact that they just don’t genuinely go up to people, however I soon came to realise it was because of our race and the fact that my friend was wearing a hijab. We were in the store first, however as soon as a Caucasian male walked into the store, one of the ladies was so quick to cut her conversation short with her colleague and to go ask this bloke if he was okay and if he needed any help. I honestly didn’t want to come to this conclusion, but I’ve never felt so belittled in my life. The fact this still happens nowadays is disgusting and just point blank racist. Please feed this back to the store and once I get confirmation of this, I will be making another visit to see if anything has changed.
Considered two pairs/models/variants. Cashier told me that boots are located far away and she prefers if I will make my decision straight away to avoid "walking far distances" advised her to bring both pairs in the right size which would help her to avoid walking... Ignored my advice and brought 1 pair, but I wanted to check and see both.. Cashier told me that another pair is not available in the size I want (could clearly see she was not interested at all to go and bring another pair - expecting from us to purchase what she got us in the first place). We were about to leave due to her attitude and she could clearly see that so proposed us to "double check" then brought second pair that I wanted to see. Stood behind me and gave me very uncomfortable feeling like I will run away with left shoe only. Could clearly see she is not happy and I felt being under pressure to buy this boots because she walked twice and got tired. I did not waste her time - I wanted this item, finally got them in the right size, checked them properly and paid (with so much of pain from her site). However, I will look for another Timberland shop around Notts as I had a lot of stress and being under pressure could caused me purchasing item which I will decide and return after. It is not nice to see and experience such unprofessional and non interested / bully customer service. Customer service requires management attention as it is not only me who will avoid this place now but other people who were there and witnessed this will probably take a note of it as well. I'm happy with the item but it was a nightmare to buy it!
I have purchased several shoes and boots from Timberland over the years, and they have been very comfortable and have lasted well. They are worth the few extra pounds you will pay. Last weekend I purchased a new pair from Derby. The young assistant was excellent and was more than happy to get as many pairs out as I needed. I was not sure of the fit but purchased them to try them at home. I returned them a week later, unworn as they were not perfect for me. The return was easy, and I had no issues. Excellent service, and I will continue to use Timberland boots!
Timberland is located at Unit 242, Intu, Derby DE1 2PQ, UK
You can contact Timberland at +44 1332 341303
You can find directions to Timberland by following this map link