Merrell Customer Service ( beware of rant)

[Desk Jockey]

Had a pair of trainers I bought blowout with minimal use. 6 emails deep into the back and forth with merrell CS and they are still asking me for pictures of the old shoes I tossed in the trash.

Never had such silly CS experience with a decent quality company.

Bettween this and a set of sawtooths coming unglued, Feels like this will be it for me and merrell.

Am I crazy? Anyone else had issues with them?

 

[jspradley]

Wanting proof for a warranty issue isnt out of the ordinary. After all what's to stop me from calling them up and asking for a replacement for a pair of Merrells I have never owned?

Are they being rude to you?

 

[Farmerlentz]

Never dealt with a company that didn't want a picture for a warranty issue. Too many leaches in society to trust people any more unfortunately

 

[GunsAreFun]

Sorry to hear that.

I had great experience with their service. Had some MOAB 2’s that were leaking. Two emails and I had a new pair on the way. They even upgraded me to the GTX model. Just had to destroy the old ones and send them pictures of them destroyed.

 

[Sccritterkiller]

Never was successful on warranty claim without pics. They say it's worth a thousand words or something like that.

 

[MattB]

Put yourself in their shoes so to speak. You manufacture and sell a product. Someone calls you, says they bought your product and it failed. Maybe then can prove they bought the product, maybe they can't. But they don't provide any proof the product failed = no return of the product for validation, not even any pictures. How would you respond?

Based on what you have shared, Merrell's response to your request given the fact pattern is perfectly reasonable, and I don't know how one could argue otherwise.

 

[Desk Jockey]

Yes. To be slightly more clear, the shoes blew out, I sent them an email, they asked for pics. I sent them 3. They asked for more. I sent more. They went radio silent for a week. I sent another email to check status. They came back and said I would get a replacement. Then they said they no longer carry the item. They asked me to pick a replacement. I did. They asked me to pick a color. I did. All that took two weeks and 5 emails. Now they asked for more pictures of shoes destroyed. Unfortunately, I tossed them a week ago.

My CS experience with other brands has been a bit different than what your describing. I have had companies ask me to ship the product back to them. They often pay for shipping. Many, such as Sitka, haven’t even asked for the old item.

Part of my frustration with Merrell is their quality has been up and down. I had a pair of sawtooths with modest wear delaminate on a backpacking trip. I have worn Moab’s for years and the last two pairs have worn much more quickly than my old ones.

 

[16Bore]

It wouldn’t have been unreasonable for them to have asked you to ship them back on your dime. Can’t believe any manufacturer would honor a warranty from a picture. I’d want to see the defect in hand if it were me.

 

[ODB]

It wouldn’t have been unreasonable for them to have asked you to ship them back on your dime. Can’t believe any manufacturer would honor a warranty from a picture. I’d want to see the defect in hand if it were me.

Correct.

 

[juan trueno]

I’m not getting into the warranty or CS stuff as we all have our own expectations. I can tell you that I was going through sawtooths I’m very short order when they were provided to me for work. 90-100 days was all they would give under real use. Merrill and keens are both really disappointing when it comes to quality control in my experience over the last 10 years.

 

[jspradley]

That's a bummer about their quality decline...I had a pair of their trail gloves that lasted for freakin ever. I loved those dang shoes

 

[jspradley]

Yes. To be slightly more clear, the shoes blew out, I sent them an email, they asked for pics. I sent them 3. They asked for more. I sent more. They went radio silent for a week. I sent another email to check status. They came back and said I would get a replacement. Then they said they no longer carry the item. They asked me to pick a replacement. I did. They asked me to pick a color. I did. All that took two weeks and 5 emails. Now they asked for more pictures of shoes destroyed. Unfortunately, I tossed them a week ago.

My CS experience with other brands has been a bit different than what your describing. I have had companies ask me to ship the product back to them. They often pay for shipping. Many, such as Sitka, haven’t even asked for the old item.

Part of my frustration with Merrell is their quality has been up and down. I had a pair of sawtooths with modest wear delaminate on a backpacking trip. I have worn Moab’s for years and the last two pairs have worn much more quickly than my old ones.

That's weird.... if they didnt demand up front that you send pics of them destroyed after you sent pics of the damage it's a bit unreasonable to expect you to not toss them once replacement is lined up.

I'd cal them and ask to speak to a supervisor. I bet if you explained the situations they'd probably get you taken care of

 

[5MilesBack]

Well, they are made in China. Do you really expect them to last?

 

[4ester]

I’ve had to send pictures of the destroyed item for Klim (snow gear). I don’t think it’s out of the ordinary to keep people from scamming the system.

If you talk to the right person and explain you may get something accomplished.


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