Merrell Reviews 774

As others have said, no contact from two emails sent & 'Chat' never available. Evri tracking useless (I personally use them without a problem & updates promptly).

Buy from somewhere like Go Outdoors as the prices are the same or better.

Claim back has now started for the missing purchase.

(update: refund received shortly after writing this review, maybe a coincidence).

excellent all the way .Boots are amazing .Thearse was excellent and resolved the small problem.They stand by their product %. I have bought many Merrell products and love them.Keep up the excellent work.

Another lesson learnt. Don't buy from any new site before reading the reviews. I had this idea of Merrell equals quality, but that does not exist without a good customer service and Merrell's is appalling. Online chat service supposedly available does not exist, emails that are not replied to. I may not be able to return this purchase and come to accept it as a write off but this leaves me now with very negative impression of the brand.

This site is a scam that offers you steep discounts on shoes , backpacks, etc etc & gets you interested by free shipping also. Fake web pages that look like the real deal , apparently from Chinese hackers . Will steal your credit card & personally info. Too good to be true .

My order on Thursday 2 January included a charge for Next Day delivery on Friday 3 January, £5.99. This was the default and I accepted it to have what I thought was certainty. How naive I was. The confirmation email stated the delivery date would be Tuesday 7 January. On Tuesday 7, the tracking data showed delivery on Wednesday 8 January. Today, the 8th, the tracking information is dated 6 January and claims the shoes are in transit. I have written 3 emails to Merrell “Customer Services” (what a misnomer) and have so far had no replies,not even a standard response that they have received the emails. The misnamed “Chat” does not function. No telephone number is provided on the website. With the help of a retailer, I found a Merrell Customer Service Number and got this message, “Our ‘phone line is currently closed”. Merrell used to have excellent customer service and the delivery problems, other than the misleading Merrell claim of Next Day delivery for £5.99, might be the fault of the appalling Ervi couriers. I would say that you should avoid buying from Merrell’s website. If you want their products, go instead to a reputable retailer. I am going to complain to my credit card company about the failure to date to refund my £5.99 despite three emailed requests,

Arrived quite quickly & well packaged as I had ordered a couple of sizes up & down as shoes all seem slightly different today although I'm generally a size 8. They seem well made. Just as well I did as they were too small with the toes against the end although the toe box is wide as it should be on a barefoot. Unusually Merrell size in halves so on to 8.5 which was fine on one foot but weirdly one toe was still rubbing on the end of the other, so went to the 9's which seem fine. I usually wear & prefer Vibram Five-fingers which are the real deal for barefoot but they are hopeless at the slightest sight of water or even dew on the grass so got these which are certainly dry in wet conditions. Although barefoot shoes as they have the same level stack height at 13mm I think it is, they are really for those who wish a gentler introduction to barefoot (or dry feet) as the Five-fingers have the most minimal stack height of 4-6mm approx. Obviously neither are much cop for going up & down a ladder & suchlike. Returned the others via the free UPS returns which were there next day so worked well & refunds arrived over the next couple of days, as they were processed I suppose. So quite happy enough.

Horrible online order experience.
First, credit card declined: Customer service agent tells me I could place orders only from the US. Both, shipping and billing address are in the US, credit card is a US credit card.
Connected via VPN to the US, again problems. Shipping and billing address are different, which I entered in the order form. when I enter the billing address and click on "review order" the billing address fields are cleared, no order review is shown. Customer service agent disconnected my call.

I recently gave Merrell a poor review which I still think was warranted but this review is a five star for their excellence in providing shoes sizes. There are many excellent boot/shoe makers around but they don’t all give you the option for half sizes so Merrell are fantastic for that and is really much appreciated.

I recently had a deeply disappointing experience with Merrell’s customer service and delivery process. Upon returning home, I discovered that my order had been left unattended on my doorstep and was missing. Unfortunately, there is no telephone number provided anywhere to directly contact Merrell for urgent assistance.

I resorted to using their online chat service, where I was informed that they were unable to resolve the issue directly. Instead, I was advised to email customer service, after which I would need to wait for a form to be sent to confirm that the item was not delivered. I was told this process would take approximately 4 days for a response.

This is particularly frustrating because I purchased the Merrell trainers as a Christmas gift and now find myself having to navigate a cumbersome and time-consuming process to recover my money. On top of this, I am now having to spend even more money to purchase a replacement present in time for Christmas. Adding to the problem, Merrell has chosen to use Evri as their delivery partner, a company well known for its unreliable service.

Overall, my experience highlights significant gaps in Merrell’s customer support and delivery management. The lack of direct communication options and reliance on an inefficient delivery service has made this process unnecessarily difficult and costly for the customer.

Shocking service - still havent received some boots even though they have taken my money. No telephone number to call and the chat bot doesn't help either. Tried email and this has been ignored too.

Avoid this company at all costs!!!!

Trying to do a return. Keeps saying my order number does not match. Trying to chat on line. There's no send button to send a message.
Looked up the address it's a office style building in London.
Even had other people try to see if they could get a refund and there's issue problems.
As I've ordered through PayPal I got a faster response. I got a return message and I have had a email saying they have had the items back. Really fast.
Just waiting up to 5 days for money to go back in back from PayPal. So far so good. I will keep people informed.

Lousy customer service. I put in an order late in the evening on the 1st, called the morning of the 2nd to cancel. The Merrell customer rep REFUSED to cancel the order (too late!) and offered me a free return label which I NEVER received. Terrible... Merrell who are you hiring to represent you?

I ordered a pair of shoes from them.
No updates, chased them no updates, went on live chat to chase was promised a response, no update. Chased again and was told wait 4 days.....

Really positive experience here. I ordered some shoes for the family but my son's shoes were too small. i was able to return them and get the correct sizes they are fantastic.

Don't be fooled into thinking cost reflects quality. The toes on my Merrill boots cracked in no time. I wrote the company and never heard back.

No customer service at all. No phone number, online chat doesn't work, email not even acknowledged.

Each boot separated at the sidewall seam exposing the insulation. This was my second pair and lightly used for almost 2 years. I contacted Merrill and they offered 20% on a new pair. I expected a replacement with a much bigger discount. I will never purchase another pair as I dont trust their workmanship any more. Will try Keen now.

I have now returned three items in the past 18 months. A pair of hiking shoes that came apart. A pair of premium waterproof hiking boots that leaked from the outset (just walking across wet grass). And another pair of hiking shoes that have lost the waterproofing in just over 10 months.

Not sure what Merrell are doing but the quality just isn't there anymore. The result is having bought Merrell products for years, I will now look elsewhere.

The only good element has been that they have been good at giving refunds. Perhaps that get a lot of practice these days.

I have bought two pairs of moab speed gtx, both have fallen apart in a short time. The second pair, I bought last May, fell apart last month!! I tried to glue them together without success. And Merrell don't want to know!! Dont waste your money, buy another brand.

Don’t expect a response from their customer service team and don’t expect a response from their online chat. No one is ever on it.