I contacted Merrell recently about a pair of shoes that are 3 or 4 years old. As the picture shows the soles are not that worn but the sides have the shoes have failed in the same place. I consider this a manufacturing default I have to say. Contrast this with an old pair of Scarpa's that have seen a lot more trail time.
Merrell side wall failure on 2005/06 shoes
Merrell UK got back to say "We would always firstly recommend that you try to handle your complaint through the retail store where your product was purchased. We offer a 1 year manufacturers warranty on all of our footwear and it is their responsibility to check for any evidence of a manufacturing fault."
Scarpa 2000 shoe with a lot more wear
A shoes one pays a decent amount of money for, should not fail like this with so little wear. I don't plan to buy Merrell again.
Update: 3 Dec 09: I sent a letter to Jim Zwiers, President outdoor group, Wolverine World Wide, the company which owns Merrell, but have got no response.
A validation of your complaint of Merrell:
ReplyDeleteCOMPANIES DESIRING to be seen as EXCELLENT in their CUSTOMER'S EYES SHOULD NEVER:
"WAVE a WARRANTY" in a CUSTOMER'S FACE
...NEVER--even if they think they're "right" in that the stated warranty is only one-year.
~*~ ~*~ Justification Detail ~*~ ~*~
I have the same problem with a different Merrell product...it is a dark brown walking shoe (looks like a very rugged "short boot"...in high school we called them "Waffle Stompers".)
I tried using LinkedIn to contact Jim Zwiers on your behalf. But, he is "Not accepting messages on LinkedIn." So, I instead wrote another Wolverine Executive....
This is the note I sent to a Mr. Karry Johnson, National Sales Mgr at Wolverine Worldwide:
~*~ SENT ON LINKEDIN DEC 9, 2009 ~*~
Hi Karry,
I wished to give you the courtesy of a potential problem brewing. You have an angry customer who has an issue with some Merrell shoes. He is miffed enough to start complaining in public...he even included photographs for other potential Merrell customers to view here:
http://customershavememories.blogspot.com/2009/09/i-contacted-merrell-recently-about-pair.html
I stumbled on this customer's posting as I was searching for a remedy to my own problem...I have a pair of Merrell walking shoes that are suffering a similar problem the 'angry customer' describes. The sole is not worn out, but the cushy support between the sole and shoe has disintegrated. I discovered the problem while walking across my house; my shoe left tiny black particles of squishy material on the carpet. Unfortunately, I had to vacuum 2 rooms and stairs to clean up the mess.
I was disappointed to read that the 'angry customer' found out the shoes only had a 1 year materials warranty. I'd like to suggest that Wolverine/Merrell reconsider how customer call in complaints are remedied. Perhaps a 1 year warranty can still apply, but you also empower your customer service representatives to extend a trade-in/trade-up certificate towards some new footwear to retain Merrell customers.
Sir, my own experience as a sales/marketing representative at IBM tells me that, while your customer service reps are technically correct in telling customers that Merrell shoes [only] have a one year warranty, we as business executives should "Never wave a contract in front of a customer's face."
It's important enough to restate...this is an IBM mantra: "NEVER WAVE A CONTRACT IN a CUSTOMER'S FACE."
So even though the customer purchased an item with [legally speaking] a one year contract...it would be a bad long-term business policy to "Wave the Warranty" in the customer's face.
So, let me share/state the corollary:
"NEVER WAIVE A WARRANTY IN A CUSTOMER'S FACE"
What do you think, sir? If you 'd like to discuss ways to handle customer sat issues, feel free to call me. While we aren't in the same industries, I have a lot of experience dealing with customer sat and customer "crit-sit" (critical situations).
Kindest Regards,
- Skip Bogard
I have a pair of 3 year-old Merrell hiking boots worn twice-they still look brand new. I just wore them again yesterday and the soles fell apart from what appears rubber rot. I bought the boots in Maryland and now live in California--I can hardly return them to the seller. As far as I am concerned, the Merrell brand is garbage. Patricia Garon
ReplyDeleteSounds like I have the same problem with these expensive Merrell boots I purchased. Very disappointed because I've only had them for approximately 6 months and don't wear them all the time.
DeleteI have the exact same problem with my boots as the pictures above indictate. Side walls seperated. Very upsetting... I have only had them for about 5 months.
ReplyDeleteWell, I can only "hope" Merrell sees the follie in playing a Warranty game. I recently returned two(2) pair of premature failure (over 1 year old) but when you own many pair they just do not get worn that much in the rotation. We shall see, IF they play their portion wrong they will lose me and everybody that will listen IF they do the right thing ALL will be good.
ReplyDeleteRubiconSS
I've got the same story. I have a pair of Merrell World Legends (actually whatever that shoe was called previously) that are 3 years old, which I have worn less than 50 times total. They are street shoes and I just wear them to work; no hiking, no walking in rivers, etc. They sit on a shelf with all the shoes in the house--mine, my wife's and two kids'. I put them on this morning, having not worn them in 3 months. After walking about 75 paces, the entire inside of the right shoe blew out (from toe to heel). The rubber sole has rotted and the stitching tore through. The inside of the left shoe has about a 3-inch blow-out in progress. A shoe that is kept inside and not left to outdoor elements should last longer than 50 uses!
ReplyDeletePS: you have to love a company that knows their socks will live three times longer than their shoes! Given this basic warranty outline, I will never buy another pair from Merrell, and that is a shame because I loved these shoes...they were so comfortable.
ReplyDelete"Shoes and boots carry a 1-year warranty
Sandals carry a 3-month warranty
Socks carry a 3-year warranty"
[http://www.merrell.com/CA/en/Returns]
I've owned a number of Merrell shoes in the past and always loved them. I also got many years use from the shoes.
ReplyDeleteEarlier this year I purchased a pair of Merrell Ottowa Waterpro shoes. A water shoe with antibacterial properties - so I wore them barefoot. After just a few outdoor trail walks, the smell these created was overwhelming, and I'm not usually one to suffer with smelly feat.
I contacted Merrell's HO in the UK to suggest a design flaw with the product - a water shoe you need to wear socks with???
A month later I received a letter from them stating that, despite my not purchasing them from their own store, I could return them as a gesture of goodwill. So I packaged them up and was happy to pay for the postage back to Merrell as I would be receiving some form of replacement. 'Fantastic', I thought...that's what good customer service is all about.
Another month passed, so I chased up the whereabouts of my refund/replacement. The next day, my old shoes returned along with a small pot of shoe cleaner...
I kid you not.
It's outrageous. Obviously somebody's idea of a joke in customer services. Only I'm not laughing, I'm seething.
Does anybody have the address of a senior contact at Merrell/Wolverine either in the UK or Globally?
I'm telling everyone about this experience and am writing to all outdoor magazines to have my experience in print and warn Merrell's potential future customers that they can forget about customer loyalty or service.
I have a Merrel jacket that I like a lot but it's starting to come apart in a few places, but they have a lifetime warranty on apparel, just like any good brand if outdoor clothing. So I called their customer service number and was told, "The warranty is for the lifetime of the product not the person wearing it" (no shit!) "And we believe the lifetime to be typically 1.5 to 2 years so unfortunately your jacket is out of warranty." I have had products from Outdoor Research and Mountain Hardware fail and I was taken care of without question and left feeling glad I spent my money with them, and I've spent more money with them since. But I won't ever buy a Merrel product again. The MH and OR jackets were worn hard this jacket wasn't; it was just poorly made and I was poorly serviced.
ReplyDeleteEvery complaint posted in here is absolutely pathetic! It's unbelievable that an individual would try to claim a clearly stated 1 yr warranty on a product that's 3-4 yrs old, what a joke! Merrel has quickly become my go to brand for running shoes, they truly are a superior product. They listen to what people want out of shoes and then they make it happen. Take it from somebody who knows how to beat the hell out of shoes, you aren't going to find a much better name brand. Seems like people really are always looking for a handout...
ReplyDeleteWhat a load of CRAP !!
ReplyDeleteI had a pair of Merrel 3 Season Boots that were worn 6 times during the Summer. They were put away in a cupboard for a couple of years due to a knee injury.
When I brought them out for to wear, the sole padding had broken up into small black particles. - Merrell's answer - It is due to " LACK OF USE "
They weren't interested. Wouldn't go near them again.
If your going to not use your boots but cheaper ones next time.
DeleteI also have just had an expensive Merrell boot blow out halfway through an 8 mile hike. Much like all of you are describing, the midsole disintegrated and turned to dust. BTW: the midsoles are not rubber; they are made of polyurethane.
ReplyDeleteI just contacted the company and expect to get a similar response.
I guess I will be looking to replace these with a brand that has a real warranty, not just a year. Although the web site states a lifetime warranty.
crap product. my sidewalls have fallen apart as well. this is clearly a pattern, implying a manufacturing defect or deficiency. total junk, made in china. if you charge top dollar, your buyers will expect a superior level of quality and service - merrell provides neither. i have a large family, we could have been lifetime buyers, instead it's bye-bye forever merrell!!
ReplyDeleteI just hiked the John Muir Trail in the Sierra Nevada mountains this summer and my Merrell's came apart at the heel - both shoes! The rubber just crumbled and broke off exposing the stitching. I was about to email Customer Service with pictures and ask for a replacement, but now I'm pretty sure I won't get the response I'm looking for. I'll never buy this brand again!
ReplyDeleteAlso side wall problems on an 18 month old pair of boots. See a pattern here?
ReplyDeleteI will never buy another pair of merrel boots. I used to sware by them. I had shoes, boots, and clogs from merrel. I work in a sporting goods store. A couple of years a ago I bought a pair of hiking boots and after a year the rubber sole in the toe became unglued. I contacted the warranty dept. they told me sorry it is only a 1 yr warranty, we cant help you. these boots have hardly any wear on them, it is clearly a manufacturer defect. Still nothing but sorry only a 1 yr warranty. Unbelievable! I am telling everyone to stay away from the merrel boots now.
ReplyDeleteSeveral have talked about a 1 year warranty. This is from their website:
ReplyDeleteMerrell Make-it-Right Warranty
Merrell products are fully warranted against defects in material and workmanship for the lifetime of the product. If a Merrell product fails due to any material or manufacturing defect we will repair or replace it at our discretion. This warranty does not cover wear and tear, improper care, product abuse and/or negligence, or use of product for unintended purpose.
My boots were older but rarely worn. They still look new. I took them out recently to wear and the soles disintegrated as several of you have said. Merrell responded saying that is normal over time. They did offer a $25 credit for repair. I have loved Merrell over the years, but their "Make it right"" warranty is BS. Won't buy anymore from Merrell. These boots were $165.00. I have two pair of $30 Hi-Techs that I have had extenive wear. They are 10 years old and going strong! Bad move Merrell.
My shoes came apart the same way a couple weeks back. Shame on Merrell, I'm done with them.
ReplyDeleteI feel your pain, I picked up a pair of Merrell Mix Masters to use as trail runners, they split after only a week of use. I put up my experience with Merrell (Wolverine Worldwide) customer service, or lack thereof, at: http://roadtrailing.blogspot.com/2013/06/shoes-good-bad-merrell-ugly.html
ReplyDeleteIt was my first experience with the brand and will be the last...
I bought my merrell mixmasters and within 2 months they began to split. And now they are virtually un-wearable. I loved the light weight feel but now I am just going to go back to my New Balance Minimus
ReplyDeleteI bought expensive ones in 2007 and used mainly ever winter plus other days for hiking. Always cleaned and stored properly. A while ago the sole came apart at the stiching/molding for the toe area, the plastic type. Below is the response regarding their so called life-time warranty.
ReplyDeleteMerrell's response to their life time warranty:
-----------------------------------------------------------------
Thank you for the information. Your shoes were manufactured in 2007, being that they are 7 years old, there is no longer a replacement warranty on them. Footwear is produced for actual use and with regular wear, footwear is typically worn out within 1-3 years, possibly up to five years. In storage and with minimal use, the reality of aging will accelerate breakdown resulting in unpredictable performance. Even with use, as time passes, various components will begin to exhibit a compromise. Leather may stiffen and crack without regular use and conditioning, stitching will become brittle and break, adhesives will lose their properties and as you would expect with any molded rubber product, these compounds will begin to decompose.
---------------------------------------------------------------
I have pair of boots made by Elkwoods that have been extensively abused in every type of weather and they are 14 years old and have no issues, even the laces are still good, so their response is invalid.
Looks like they contradict themselves. Another area of the website not so easily found says:
ReplyDelete-----------------------------------------------------------------------------------
If you are unsatisfied with your product please send us an email here with all of the information listed below. Please note that we are unable to perform repairs and can only replace for current styles. Items with excessive wear and tear, material breakdown from extended time and/or use, or improper care will not be considered for a warranty. Once your email has been processed we will contact you via email with your Return Authorization number and instructions on how to send us your product. All products should be shipped via insured parcel; we will not be responsible for products during shipment from the customer to our warranty department. Inbound shipping charges are nonrefundable. Please allow up to two weeks for your return to be processed.
-----------------------------------------------------------------------------------
Wonder if there is any legal issues with all this?
I purchased a pair of moab mid Merrell hiking boots May 24th 2014 for $119.99. By June 9th 2014 the sole began to come off on the left shoe an the inner lining keeps coming out when I pull my foot out. I've contacted Merrell and they want me to pay to ship it to them so they can evaluate the condition, and see if its a defect. 2 weeks of wear and it's already falling apart, and they want me to pay to ship it to them!?! I didn't even ware the shoes every day. I thought Merrell was better then this! Sports Authority won't even touch them told me to contact Merrell directly. Crappy customer service. I will be calling them Monday and talking to someone else. This may be my last Merrell I've owned 4 different styles and never had a complaint, but after contacting their customer service I don't like their attitude with returns. Spend $120 on a pair of shoes and spend another $25 to ship it to them so they can inspect them, Ive already sent pictures!
ReplyDeleteI contacted Merrell recently about a pair of shoes that are 3 or 4 years old. ... mhikingshoes.blogspot.com
ReplyDeleteTo be fair to Merrell, I contacted them last week about a pair of boots from which the sole was coming loose. The boots shouldn't break (11 months old), but the customer service was excellent. They copied me on their internal mails (USA contacted UK, as the local office), and asked for photos of the stock labels on the boot tongues, and of the visa card statement where it showed the purchase...no till receipt needed. Once I sent these, they promised to DHL me a new pair of boots... I should get these next week. No need to send back the boots, no need to trek in to the retailer.
ReplyDeleteThat's about as good a response as you could hope for - kudos to Merrell.
Mine shrunk in the dryer. They buckled in at toes.
ReplyDeleteI have a pair of sheepskin Massif boots. wore them maybe 15 times and the soles delaminated.... they must have been manufactured with defective adhesive. The soles peeled off when I pulled at them.Looks like no adhesive was used at all over most of the surfaces glued.. Contacted Merrell and I can send them back at my expense,they determine "if" they are defective, and offered to replace them with an equivalent boot. They have nothing showing anything like them.I don't see why I should be out ANY expense when they failed after such light use.
ReplyDeleteupdate: Merrell sent me a pickup label and replaced the flawed boots with another model that is OK.
DeleteThis was after a peeved email from me- but they DID make good on it so to be fair,here's my update.
can't believe all these emails. rain shoes collect rain. soles are perfect. the sides have come apart?????
DeleteLike others, my Merrell Moabs, two plus years are falling apart. The tread is less then 1/2 used, but the rubber toe area is cracking and chunking off. I call REI who suggesting I call Merrell. That call got me nothing except my decision not to buy Merrell shoes ever more. The first three pairs were outstanding, the last crap...
ReplyDeleteDitto. I got expensive Merrells sandals w good tread left, but they separated from the top part
ReplyDeleteHave had two pair of Merrills thought the first pair's failure was just a fluke since I had heard so much about them. No fluke, over priced, poor quality. Second pair failed 1 year and two weeks.
ReplyDeleteDitto On the Merrell Moab. I am on my third pair as the toe cracks and falls apart. Its a shame Keene abandoned the adult market for skater boys, because they never fell apart.
ReplyDeleteSame here. Merrell hiking boots with almost no use that are now pulling away at each toe. I'll ever buy Merrell again.
ReplyDeleteI just took my Merrell hiking boots out of the closet for the first time this year and my problem is the same as many listed above. The material between the sole and the boot has disintegrated into almost nothing and both soles fell off my boots while I was walking. Last year Blundstone replaced a pair of boots that I had been wearing for 10 years because the sole began to disintegrate. Never again, Merrell... never again. BUY BLUNDSTONE!!!
ReplyDeleteSame as above - Merrel Moab shoes - soles and tops still with years of life, but shoe is disintegrating along the seam between the sole and the top.
ReplyDeleteGoing to try to use Shoe Goo to repair it, and will probably use it as a pre-emptive protection on my other Merrell shoes.
Bought a pair of Merrell Moab ventilators on 24th September 2016. Right heel (interior) disintegrated by mid May 2017.Presented to Craigdon outdoor store in Edinburgh- they sent photos to Merrell, who despite the 1 year warranty - claimed it was fair wear and tear and would not replace. Craigdon refused to reimburse deciding that Merrell were correct. The last Merrell I'll ever buy and the last time I'll ever patronise a Craigdon store.
ReplyDeleteI, too, purchased a pair of Moabs from REI. After a little over a year and a half, the toe cracks showed up. Merrell said I needed to contact the retailer. REI told me they couldn't do anything since I didn't buy an extended warranty. Will not buy or recommend to anyone ever again.
ReplyDeleteI was rarely wear my Merrell shoes. I put them on yesterday to go antiquing with my husband and my left shoe cracked in half! Wish I could upload a photo. I was totally shocked as these shoes have maybe 2-3 Months of use over the 10 years I have owned them. I will think twice before purchasing this brand again. I paid over 100 bucks for these shoes at the time. I have cheap sketchers that are very similar that are older and still feel/look the same. You would think Merrell shoes would be made better than my sketchers and last longer! Very dissatisfied and disappointed.
ReplyDeleteI bought some Merrells maybe 2 years ago. Limited use hiking and walking the side of shoes facing in area tearing at the top of the fabric - that is the part abouve the last lace. I have never had this happen before. I checked how I walk and it impossible that I could walk rubbing these parts together.
ReplyDeleteAgree. My Merrell sandals, the strap-on all-terrain kind, have been worn sparingly. Bottom of soles are clean and minimally worn. I took them for a river/hiking trip. The bottom soles completely tore off and I was in the middle of this terrain with nothing on my feet. Poor quality.
ReplyDeleteI have a pair of Merrell hiking boots. They are about 5 years old but I only wore when twice (on the second walk) when the backs of the boots totally disintegrated, (the rigid plastic backs of the boots). Additionally the plastic strips on the sides of the boots disintegrated. Sent them back to Merrell through Cape Union Mart and Merrell were not interested. Totally refused any responsibility. Merrell - never again!
ReplyDelete2 year old pair of Merrell hiking shoes that I've worn very seldom. Material on toes started falling apart. No one expects inferior quality for the price you charge your customers. Day light robbery.
ReplyDeleteAlso judging by the number of complaints on this forum only I would suggest you rethink your business strategy.
ReplyDeleteMy never worn Merrell booots fell apart.I had stored them in the box in a dry cupboard along with another Merrell pair of boots that are leather. The leather boots are much older than the other boots. The never worn boots fell to pieces as the back plastic or rubber bits came off all over the floor. The all leather boots look as good as the day I bought them. I contacted Merrell and got the "out of warranty' speach along with explanations on how materials don't last forever. This was after they had first told me I had worn them so it was 'wear and tear". The "as is where is" was added when I told them I had purchased them in a sale. So...........my conclusion is that Merrell do not have the same policy they once had in regards to defective products and boots purchased in a sale are already defective?????? Whatever it is I am totally disappointed in this once excellent company. They seem to have gone down hill in their products and their customer service and warranty.Shoddy materials, poorly made, bad customer service. Look elsewhere.
ReplyDeleteWore my black leather Merrell clog type of shoe to dinner with friends at a restaurant and the entire left shoe blew out as we were leaving the restaurant. The sole began disintegrating and left all kinds of black pieces all over the floor and the sole separated from the top of the shoe. VERY embarrassing. That is the LAST thing I expected from a Merrell shoe.
ReplyDeleteMERRELL BOOTS J88315 RUBBISH HAD FOUR LAKE TRIPS JUST UNDER 2 YEARS OLD NOT CHEEP SOLES LIKE NEW BEEN LOOKED AFTER SIDE WELTS FALLING APART( MILLETTS PLEASE DONT SELL ANY MORE ALL THEY ARE GOOD FOR IS FOR GOING TO THE PUB IF THATS WHAT YOU WHERE, I HAVE OTHER PAIRES WHICH HAVE DONE 10 TIMES HARDER WORK LIKE HIKING IN NEW ZEALAND MOUNTAINS NOT THE HILLS IN UK, MERRELL RUBBISH SHiiiiiii boots
ReplyDeleteSORRY FORGOT THE NAME FROM ABOVE EMAIL, IAN
ReplyDeleteMILLETTS PLEASE PLEASE STOP SELLING (MERRELL SHOES & BOOTS PLEASE.
ReplyDeleteOh dear...just seen the comments and have just purchased a pair of merrell accentor sport boots this morning..watch this space
ReplyDeleteI used to love Merrellhiking boots. No more. The soles fall apart and Merrill thinks that’s ok. No more Merrill anything!!!! Boo!
ReplyDeleteI have a pair of Merrell hiking shoes and on a vacation in August to Austria the soles and the body/uppers of the shoe completely separated. I got back home and took them to REI today where I bought them and they said 'contact Merrell'...I have owned the shoes maybe 3 years but have walked in them very little as they are my backup shoes. There is almost no wear anywhere on the shoe. Anyone have a suggestion what to do? rhankamer@gmail.com
ReplyDeleteI am not kidding, my husband bought a Merrell hiking boot 1 week ago, and only with 3 uses, the shoes are brand new, but the bottom soles were all denmaged and it is not like wear and tear but simply the sole not solid enough and was like eaten and cut up by loose rock. I am surprised what kind of quality this is, it is simply the worse kind I have seen, unbelievable. I am not asking for a refund or exchange because I bought it in Hong Kong, it will cost very expensive postage for a return, I just want to warn people that don't ever consider a Merrell hiking boot, it will definitely be a huge mistake.
ReplyDeleteI also have been a longtime wearer of merrel footwear. When these cold weather and waterproof merrell continue toldly fell apart when I went out in the snow yesterday, 16 January 2022. I have had them for several years but only have worn them maybe ten times. If they don't offer any customer satisfaction even though a few years old I will never buy Merrells again! I will be a major voice to deter all from buying this brand I wore for decades. I have other boots and shoes that I have wore hundreds of times and for 20 yrs and they only get better. If you care Merrell feel free to call, 9107241122 or email?
ReplyDeleteI have photos just can't figure out how to post?
ReplyDeleteHumm,
ReplyDeleteSeems like a trend with these boots. I have a pair of hiking boots with one sole totally cracked and falling off and the other one is perfect. Did a chat with Merrill and got the standard cut n paste reply on one year warranty. All I wanted to know was if this has routinely happened. Maybe a known defect with the vibram sole?
Have a similar problem with my hiking performance shoes, the sole has completely separated from the front on both side of the shoe and no where to return them or get some kind of refund or replacement. The sole are about 80% good and can't wear them anymore...good luck people...
ReplyDeleteHave a similar problem with my shoes the sole is coming apart from the tip on both sides of the shoe, have about 80% of sole and a shoe that can't wear it anymore and no where to get a refund or a replacement...good luck people
ReplyDelete