Merrell Reviews 646

I know the merrill company can give 2 sh-ts less about their customers. I bought a pair of Moab 2 hiking shoes/boots. Purchased them 3/29/25 they lasted 3mo 6/29/25. I wrote to them inquiring about a warranty but of course no response. I spent 200 dollars on these shoes and while that might be a lot for most it's a huge dent for others. Very upset and disappointed in their customers srv. While it was a comfortable shoe , the soles didn't last long. Its always nice to know billion dollar companies could care less as long as they make their money. Thanks.

Date of experience: June 29, 2025

⭐☆☆☆☆
Disappointed – Poor Quality After Less Than 2 Months

I bought these Merrell moab2 shoes on May 15th because I needed a reliable walking shoe. I’ve always trusted Merrell for quality, but this pair really let me down. After less than two months of normal use, both heels are already worn out badly (photos attached). The material used is clearly cheap and not durable at all.

For the price I paid, I expected much better craftsmanship and longevity. These shoes are not up to the standard Merrell used to represent. I can’t recommend them and would suggest looking into other options if you're expecting quality and durability.

Very disappointed.

Date of experience: July 03, 2025

Excellent support, poor quality materials that crack and tears in no time
No point in making a goretex hiking shoe and charging £150 if the outside is poorly made and not fit for purpose

Date of experience: May 09, 2025

Merrells customer service is none existent, there is NO WAY to contact them. I returned a pair of boots nearly a fortnight ago, have heard zero from them. I should have known a combination of Evri and Merrell was going to be appalling service!!!

Date of experience: July 01, 2025

Very poor customer service. Next day delivery didn't happen. Contacting them was difficult. First email and chat okay then no response and chat offline. No phone number. Had to return as arrived too late.

Date of experience: June 27, 2025

Hi Merrell Team,

I’m a first-time customer who decided to try ordering directly from your official site, thinking it would be the most reliable way to purchase. Unfortunately, this has turned out to be a frustrating and disappointing experience.

At first, I was excited about my order. But as time passed with no updates, I checked the tracking — only to find that the package has been sitting in the same location for quite a while with no sign of movement. It honestly feels like the order is on a slow boat… that docked somewhere and decided to take a nap.

I understand that delays can happen. But what makes this situation more unacceptable is the lack of communication, follow-up, or any proactive service from your side. For a brand as well-known as Merrell, I expected much better post-purchase support.

No matter how good your products may be, poor after-sales service leaves a lasting negative impression. It makes customers like me question whether we’d want to place a second order. Has Merrell forgotten how important customer service is? Has there been no proper training or emphasis on protecting the reputation of your brand?

Since this is my very first order — and it has not gone smoothly — I’d like to kindly request some form of goodwill compensation, such as a discount or promo code. That would go a long way in showing that you value your customers and are willing to make things right.

I truly hope this feedback is taken seriously. A great product should always be matched by equally great service.

Date of experience: June 11, 2025

I bought Moab 3 waterproof shoes in April 2025. Shoes are not good at all, highly uncomfortable to walk, tried calling customer service, very rude. Please avoid buying these shoes. You will regret!!!!!!

Date of experience: June 15, 2025

Customer Service. Pair of Men's Rogue Hiker Mid GORE-TEX® purchased in August 2024. By January 2025, left boot has failed and water ingresses. By April right boot is same. Photographs sent of issue to merrell eu but no response over 2 week period to any emails.

Will not order from this company again.

Date of experience: June 09, 2025

Order 2 pairs of walking shoes, sent one back. Followed their returns procedure and according to the tracking they received the items on the 8th May. To date no confirmation has been sent and no refund has been received. I first chased by email on 20th May to see what was happening with my refund, no response! Then emailed again on the 29th May, no response! Chat never works, I am considerably out of pocket. I will not be purchasing from them again.

Date of experience: May 08, 2025

Ordered a pair of sandals. EVRI were meant to deliver them but never arrived. Managed to contact customer services at EVRI and they searched for them but were lost. I was asked to let Merrell know but chat was always unavailable and no response from 2 emails. Also unable to contact via phone.

Date of experience: April 03, 2025

The returns process is dire. It says on the instructions to attach 3 copies of the invoice to the box. I received no invoice, only an order confirmation. When I asked on the live chat they said I didn't need an invoice only a packing slip. The live chat doesn't work from their website, only on the phone. The live chat isn't open when they say it is. Useless

Date of experience: May 09, 2025

I placed the order without any problems, but then the inconveniences began. The delivery was promised in a few days - it took more than a week without any explanation. Contacting customer service is a quest. The product itself is of average quality. With such a service, the desire to buy anything else disappears.

Date of experience: April 27, 2025

I bought a pair of Merrell Gore-Tex running shoe at the usual size I wear. They were too small. Merrell has a know history of inconsistent sizing btw. Customer service would not allow an exchange outside their return window despite the fact that the shoes were still in the box they came in unused. I'm done with this company.

Date of experience: May 06, 2025

The shoes themselves are 5*, I love them and get miles and miles and miles of use of of them.

The UK shop ships with Evri. Therefore, you'll never get your package and have to wait for it to ship back to Merrell and get a refund. Cannot believe such an excellent company uses such a crappy, cheap "delivery" option. ("Delivery" because does it count if the company never even attempts to deliver?)

You're better off (unfortunately) buying with a different dealer with better shipping, like Amazon or other second party retailers.

Date of experience: May 06, 2025

Ordered boots 2 months ago. The first pair didn't arrive for 2 weeks, so I cancelled the order and was refunded. Then I ordered them again, and they took 2 weeks to eventually arrive. They didn't fit properly, so I asked to return them.

Merrell gave me a return QR code for UPS. I returned them and UPS lost the boots, so I created a claim with UPS. Now UPS won't deal with me because Merrell was the company who requested the return, and Merrell can't be contacted at all except for email, which they don't reply to.

To summarise, it's been two months of trying to sort this out. I'm down £135. It looks like I'll never see that money again. For the love of God, avoid this company like the plague.

Date of experience: April 30, 2025

26th March 2025, I bought a pair of Merrell walking shoes from Go Outdoors, expecting quality from a premium brand. Unfortunately, after just one month of regular use, mainly walking the dog, one shoe started leaking towards my toes. I returned to Go Outdoors, only to be told by the manager that they are “not suitable for dog walkers.”

If walking your dog doesn’t count as normal walking shoe use, I’m not sure what does.

For the price I paid, I expected better durability and much better customer service. Very disappointed. I won’t be buying Merrell walking shoes again.

Date of experience: April 23, 2025

I bought merrell shoes years ago now it’s all very poor quality, I regularly unsubscribe to emails but they still keep sending them, get the message I’m not interested and will never buy again !!

Date of experience: April 14, 2025

No order received. No phone number to contact company. Live chat never ever available. Emails not responded to at all. Absolutely no way to get refund as of yet. DO NOT ORDER FROM THIS COMPANY!

Date of experience: April 08, 2025

I have recieved two left shoes twice.. the first time the show box had the last person to return the shoes email and phone number.

Date of experience: April 11, 2025

I ordered and returned 2 pairs of Moab walking boots which together cost £300 almost 3 months ago. The return was acknowledged but no refund has been received. The online chat service is out of action and 3 emails to customer service are unanswered.

Date of experience: April 07, 2025