What Timberland Taught Me About Retail

I actually work in a Timberland Outlet and after reading Amber's comment, had to post one myself. We, meaning the 'trained cashiers', do care but at the outlet level, we don't even have access to the internet, let alone the Timberland.com website to order for the customer. We used to be able to look up other outlet stores to see what they had in stock but with an upgrade to our registers, that option has been taken away as well. So Amber, the only option we have is to personally call each and every store we own to find out whether that store carries the style the customer is looking for. We will do that as soon as we take care of the customers in our store and finish answering the phone calls from other 'trained cashiers' helping their customers.

Timberland shoes are good for outdoors especially trekking, biking, hiking and climbing. I have been using my Timberland shoes for a month now and it comforts my feet and makes me light weighing.

Red Lobster is one of my favorite restaurants, although I haven't eaten there in a long time. However, a friend of mine recently gave me a coupon and told me that the restaurant has just added 3 new Mediterranean flavored dishes to their already mouthwatering menu.

I had the same experience trying to find a pair of the Red Wing Iron Ranger boots! They have a retail shop an hour and half from where I live, and I knew I was going to be passing through the area, so I decided to stop on in and pick up a pair. These run close to $300. When I got in the store, I was dismayed that they carried very little selection of their boots. I couldn't understand it. It was a genuine Red Wing store, and like any other brand outlet, they should have every single item they sell stocked to the brim unless there is a huge demand for it.

There isn't a huge demand for $300 boots.

Needless to say, they were almost impossible to even find online. Their sizing was all off, so I had to constantly send back boots over and over to get the perfect fit.

I don't understand it either, if you're going to have retail store, make sure you're stocking it with everything you've got. I love the boots, but the hassle I had to go through was a PITA.

Chris,

This post only helped to emphasize the importance of a very fundamental part of marketing: the marketing mix (known to every marketing undergrad as "the 4 P's"). This mix has to include "Place," or distribution, and Promotion, which INCLUDES educating store personnel on the product.

You can spit out high-priced television and print adverts until you're blue in the face, but if that message doesn't carry over to the people who, in the end, will sell much of your product face-to-face, your dollars will be wasted. Especially with a product such as shoes, which are much tougher to convey comfort and fit online, the in-store experience is key.

This is one of the reasons mystery shopping is so prevalent -- brands want to know that their marketing plans have follow-through. Having tried a "mystery shopper" role in the past, I can tell you that the majority of the assignments just involved showing up and taking pictures or otherwise confirming that the displays mandated for a store actually went up.

Good luck finding the boots you need! That Boston winter weather is a-comin'!

Decided to tear up the books, scrub out the white board, re-do the mind mapping. In fact I'm starting all over again after my daily does of Chris Brogan.

Thanks again. Keep them coming.

Not sure what the original post said but it seems there is a huge disconnect between Marketing and Distribution at Timberland! The question I have is how many people think the "retail experience" is going to get better? It's terrible right now, IMHO, mostly due to the slacker generation more concerned about txting or talking on their cell phone than helping a customer. Will it get any better if more laid-off professionals end up working in retail? Seems they might bring their own baggage and attitudes?

Having spent time in retail, it's a grind and not very much fun for the most part but the issue pointed out by Chris is corporate, not the grunts on the floor!

I need to make a quick correction to my previous post. YOU did not fail (as stated in my previous post "I believe that's where your failure also lays"). It should have read that's where the process failed you.

My apologies for mistating how I wanted to convey that thought.

Full disclosure, I've never worked retail. But, almost every job I've ever had has involved Customer Service. And, I believe that's where your failure also lays.
There was a gap between marketing, logistics, retail. But, the people who spoke with you personally at each of the locations should have said that they didn't have specifics but would gladly take your information and get back in touch with you.
It's a simple thing most people aren't willing to do.

As one of the thousands displaced earlier this year from a good job in Pharmaceutical sales, I used to always distinguish myself from my competition with stellar customer service. My rule was always that the customer requesting something became my first priority, and I would oblige a request (if humanly possible) within 24 hours - if I couldn't, they would at least either see me face-to-face with an explanation or receive a call with the same information. It built relationships and trust that I was as interested in their business as I was my own.

Having moved more into a marketing role in Social Media, I see a much different side of the business now, and unfortunately, even with the mantras of Social Media (trust, transparency, engagement, etc) being so prominent today, the bottom line is that sales at most companies need to improve, and the fear of not doing so overtakes the appropriate way of doing it.

As a business owner I see the points Chris is making. As a 20+ year economist I see even more clearly.

As a business owner my first thought was that If I ran Timberland and had spent the $$ on a TV ad campaign push and read this review I would call an immediate meeting and get to the bottom of why my company is pissing away money.

As an economist I see that brick & Mortar retail is all but dead, they will not be able to compete with online for much longer...only the strongest of the strong will survive. Recession/depressions cause consumers to be more frugal and particular about spending their hard earned cash, Brick & mortar that want to keep customers need to stand by their product, educate their staff and do everything in their power to keep their customers...EVERYTHING.

It's not entirely about the fact that they were sold out in the three stores he visited or contacted. True they are a large company and they should be on top of a product that's one of their most popular styles. What's also an issue here is the customer service or lack thereof. Workers should be trained to help the customer, if the product is out be more helpful in trying to get it for you. A little customer service will go a long way in terms of returning customers.

Chris, I admire you for rethinking your post. However, I think that your original point as many of your commenters have said is that despite the jobless situations out there, there are plenty of people in customer service roles who don't think about the impression they are making. I am not fond of shopping and growing more so every day. On occasion, I do meet a gem of a sales associate who really looks like they care about their customers and helping them find the product they are looking for.

I do more and more shopping online because I can read reviews and check opinions via all sorts of channels and not have someone ignore me in a store. I am reading Trust Agents right now and your points about customer service resonant with me and this post. I had to replace my old Sportos recently. I loved those boots but the bottom was cracked and in Wisconsin, that's bad. So I went the store I bought them from, the clerks were clueless and didn't even try to find a match for me. It would have been an easy sale but they didn't invest themselves. I checked several other local options and then went online. My new boots are still Sportos but a different model. Where did they come from? - Zappos... because I knew I could return them.

I think you're totally within your rights to complain and just because your blog ranks #1 on some poll doesn't mean you no longer have the right to express a negative opinion.

I see two issues here -- the issue of customer service and the issue of distribution channels. Customer service is the more important issue, in my opinion (as someone who put myself through college working the salesfloor ina big-box department store back in the pre-Internet days). I would not hold myself up as a paragon of service -- but c'mon, the indifference you describe (similar to experiences I've had myself) is APPALLING. Can these people at least pretend to give a damn?

Re: distribution channels. Yes, I think everyone should have the expectation that they can walk into brick-and-mortar stores and find the product being advertised! What if you're driving by a Timberland or Macy's? Why go online if you're right there? Why should you have to pay for shipping and wait 3-4 days?

Chris, the timing of your post was so relevant to me. We just had the same thing happen to us wit hTimberland - but this time, on the web. My dh ordered a pair of shoes which had been widely advertised - placed the order with coupon - and then notified via e-mail later in the day that the shoes he ordered were unavailable in his size. How frustrating! So he did something only an OCD personality would do - he waiting 12 hours and ordered them again on the site. Same thing happened - order was placed successfully - and then another notification a few hours later that they were unavailable! Why allow a customer to "place" the complete order if the item is not available to begin with? What a frustrating web buying experience (or non-buying experience in this case). Makes you love zappos even more. Now there's a great example of a top notch web purchase experience.

I had a similar experience last week when I went to a shop that advertised on their site that they had the kodak zi8. The guy just laughed at me and said they don't even sell Kodak. I was in a rush and not in the mood to explain that the product was already listed on their own website. This week they started advertising the zi8 but I have already bought it online. It's a story I hear so often from web-friends.

This reaffirms that big malls are in trouble.

Chris, any time you need help finding something, just let me know. I'll find it for you.

But, why would Timberland waste money on TV advertising if they weren't going to have the shoes in every retail outlet? When I think TV advertising I think brick and mortar shopping. When I see online advertisements, people talking about, blogging about a book, a new product or service I think research and shop online.

Same with books. Why would I fight with a Borders retail clerk to use a coupon for the fifth book on my list (because they didn't have the top four) when I can just as easily go to Amazon, receive 20-30% off automatically and free shipping?

This is the time for retail to shine if they want to keep their doors open and they are failing miserably from a customer service standpoint

Thanks, Chris.

I visited CompUSA's Retail 2.0 concept store in Miami last April. They are doing a mashup of retail bricks and mortar meets web 3.0 - the contextual web. ALL computers are live to Internet - with the home page of each resting on the complete features page for the model you are currently using. Feel free to browse the competition, or send an Email or whatever else you would mnormally do if you were sitting at home shopping online.

Everything in the store is in stock. Everything online is the same proce as in store. You can order online and pickup in store. Add augmented reality via smartphone an you've got a customized, one to one retail experience that leaves all other brick and mortar electronics stores in the dust.

Retail on and online MUST merge. Those that do, WIN!

- Don

I agree. My sister wanted the Jimmy Choo Hunter Boots. Waiting list was well known but with a network of "friends" online we found them in New York. We may be in Sydney but we are shopping in NYC

Since I have neither the patience nor the desire to read through 123 comments that may or may not include points I'll make here, here's my full disclosure: What I'm about to say may have already been said. Sorry.

That aside, I'm torn between empathizing and saying "Retail's not perfect. There's glitches. Ummm...sorry?"

Here's the deal: Shipments and deliveries get delayed all the time because of manufacturer issues, transit issues, weather, human error, and acts of God. You also cannot expect some retail minion at your local store to either know about new products or even give a damn. No one getting paid near minimum wage is awaiting product release memos with bated breath. Furthermore, retail has entered the holiday season, which means wait time is going to be longer and salespeople are juggling more customers with more requests than usual. You're just another customer just as they are just another retail minion working sucky hours for sucky pay. Be glad you even got leads on where you might find those boots.

As for your comment "In fact, they didn’t seem to want my money at all," no one working there cares about whether or not you make a purchase unless they're on commission. don't be surprised they were not upset you see you walk out without making a purchase.

Great whiny hissy fit, though. It seems to have garnered you more attention.

Just a piece of advice: Try L.L.Bean. They've got great boots and nice B&M stores where you can find the ones to suit your needs.

Dear Chris,

We have watched this thread with real interest over the last 24 hours--since Chris first saw your post, and jumped in. When I got back from the "family weekend" over Thanksgiving, I found the Twitter world resonating with your disappointment. So much for the post-Thanksgiving-ate-too-much buzz.

I am the third generation of my family to be responsible for this brand. And so when a consumer finds confusion or lack of interest somewhere, anywhere in the Timberland world, they are experiencing the limits of my leadership.

The sales associate who didn't offer simple, common sense solutions (let me find the product for you, let me find someone who knows more than I do, let me be at minimum gracious) failed you, because I didn't deliver on our mission for him or her. I am certain--dead certain--(s)he didn't get out of bed in the morning intending to disappoint you; instead, I bet (s)he pulled on his/her boots and looked forward to a day of getting things done. Instead, you had this experience. It wasn't because the sales associate didn't care -- it was because we didn't deliver on our mission. Our mission, in one short sentence--to equip people to make their difference in the world. Nothing about "in stock" or "have the right size," all about, equipping people to take on whatever challenges they face. Sounds great, and is worthy; but then, we didn't execute. Not even close.

Your audience here is right--that you were at an outlet store, whose commercial purpose is to offer late product-cycle value products to consumers, rather than showcase or even feature "new ideas" like Earthkeepers is our problem--not yours. It would have taken 30 seconds and a smile to solve the challenge you posed; instead, we let you down.

I apologize for your experience, and more importantly, I take responsibility for it. We built our reputation one pair at a time, and we blew a big chance to create a positive relationship with a delighted EarthKeeper consumer when you came and visited and found us lacking. If we get another chance, we will work hard not to disappoint a second time.

Obviously, if there is anything we can do to be of service...well, just let me know.
Sincerely,

Jeff Swartz, CEO

Dear Jeff,

I love that you are responding to this, because a) it shows the power of the internet and social media to address issues that arise in customer service, and b) it shows what a threat a complaint from Chris Brogran can be to a brand. (If the rest of us logged a similar complaint on our own blogs, I doubt we'd get the same response.)

As for "Our mission, in one short sentence--to equip people to make their difference in the world," let's be honest here, the people selling your goods are getting paid crappy pay and working crappy hours (most likely nights and weekends w/o any chance for overtime or holiday pay) and they are not looking to their careers as shoe salesmen as an opportunity to "make their difference in the world." The sales associate didn't care. I know this because I've done retail, and honestly, no one who isn't paid on commission is going to care.

Sincerely,

Lynette Cornell

Chris, Didn't your mom tell you not to believe everything you see on TV?
Joking aside, most store clerks are on hourly pay, there is no need for him/her to worry about making a sale. The good old fashion customer service seems just a thing of the past.

This story speaks to me about corporate culture. There's always finger pointing about whether it is distribution or buying or the stores where the understock decision was made. But when Timberland succeed at creating a corporate culture where no out of stocks is a standard the hold themselves to (and all the behavior that goes to make that happen) when they will meet that standard. Nice choice of boots Chris. I hope you get to buy a pair

check out the 3/50 project on the web. It's all about balance. If you purchase all the time online, your community suffers. sorry but the facts are there. Don't give up on the Mom and Pop.....moderate yourself with the big box stores. I know what you mean, but now is the time to take an alternate stance towards purchasing power and the direct effect on your immediate surroundings...give it some thought.

That is why it is so much easier to just shop online these days to avoid this kind of hassle. You drive all the way to the store just to be told they do not have them and then really offer no help. I kind of understand since it is an outlet store that maybe they do not have the newest products. As long as you are 100% sure what since Timberlands your wear online is the way to go. Hope this problem got fixed for you.

To me this reinforces my thought that traditional and online delivery of anything must be integrated throughout the supply chain. And yes... customer service is the new PR.

Online stores can mess up too.

Two experiences:

1) I saw an ad from Shoes.com for some really great boots (the fashionable kind). I clicked on it, and got directed to their home page. Couldn't find the boots anywhere. No indication what brand they were, the style name, nothing. I had credit card in hand. Ready money. No boots. No sale.

2) I needed fax toner. I found a site, but the search was broken. I couldn't find the right part number. So, I emailed them. Got an auto-reply, and then nothing. Again, ready money, no sale.

On the other hand, LL Bean (the gasp! old-time cataloger) really does Web right. They make good boots too.

How much of this whole post is about "don't they know who I am ?"

Same thing happens in the book selling market. I work part time in a bookstore, and we constantly have people coming in looking for a new book. They either heard or saw and interview on TV or radio. Thing is, publishers have the authors out doing pre-release interviews, so we don't have the book, and more often than not, don't have the release date either.
Makes me look like I have poor customer service, which makes me not like the whole "advertise before the product is in stores" model.

Chris, I love this post if nothing else than for the discussion it sparked. I've had a similar problem here. We have a department store that advertises on our channels all the great deals at their store on a regular basis. However, they don't have a store in our area. These have been going on for two years. They do, however, have a website, but the deals are only available in-store, never online. It seems that advertisers with both brick and mortar and online points of purchase would do well to let the viewers know they have options for shopping and extend deals to both. However, it is fairly uncommon now for me to shop retail offline. I just don't like dealing with lines and poor customer service in person.

As far as Timberland goes, I only own two pairs, both that I've had for 3 years and 5 years. However, neither were bought at a Timberland or major department store.

Chris,
Here's what it tells me;

1. Retail employees are not paid enough to care about our needs.
2. Some retailers don't get it.

Here's one that does.;

Old Navy. They have fantastic email campaigns-easy to use coupons, have enough stuff in stock, and enough employees all over their stores to take care of folks.

The Franchise King
Joel Libava

I'll have to disagree with you there, after my horrible Old Navy experience last week. Their store manager absolutely didn't care about my needs and didn't seem to get why 50 customers standing outside her door were upset that she opened 2 hours later than advertised.

Chris: Around a year ago, I wrote a post titled It's When You Deliver That Counts: http://bit.ly/t20qu. The funny thing about it is two-fold: I quoted Mr Phelan and I quoted you. This is a recurring problem in retail and in a way I am glad it is. I wrote about it in October 2008, you in November 2009 and if they continue, we have tons more posts coming in 2010, 2011 and so on. :-)

Many say the fun of shopping is not the utility. it's the experience.

But let's look at the experience we are offered by retail.

1) Total focus on discount prices
2) Lack of enough staff when we all get there

All the media stories on holiday sales focus on the discounting and the crowds.

Imagine if a store gave great service, and took the time to help you like Zappos.com

If that doesn't work, maybe they are better off just to sell online :

Chris,
I'd like to speak for the retailers.

I own/run a large independent toy store. We get this issue from time to time where a customer walks in asking about a product they have seen on TV only to find out that not only do we not have it in stock, we haven't even heard of it.

Although you received horrible customer service (in our store we would have tracked down the item to see if we could get it or not), it is important to note that some stores are only as good as the information the company gives them.

When these issues happen it is because of a few possible factors.

a) the retail store has a lousy sales representative who does not give them information on a timely basis
b) the product in question is destined only for certain channels so other channels don't even know of its existence - yes, this happens because indie stores want something different than what big box chains get to protect their margins. The big box chains each want their own exclusive. Internet dealers also want something different. And some manufacturers make stuff they sell exclusively themselves. Usually in the toy industry the only toys advertised on TV are sold only by Direct Import from China meaning only if you buy ten thousand units at a time can you even get it (ie Wal-Mart or Toys R Us)
c) the company is trying to ramp up demand before the launch of the product - this is common in the toy industry (and usually backfires)

The bottom line is that too many manufacturers do one or all of the above and then wonder why their brand falters. And too many retailers get hurt in the process, too because of info never given to them.

Imagine how we feel when we portray ourselves as the toy experts and find out that a company we carry has a toy we have never even heard about.

I'm not saying it's right or it's the way things should be done. I agree with you that ANY product a company plans to advertise should be clearly communicated to ALL channels - that is a marketing issue. if that is done, then the retailer can be held responsible for not knowing what is going on. As for chain stores like Macy's and outlet stores - most of them probably did get the info at the corporate level but it never translated down to the stores or they never cared enough to know what it said.

That's my take from a veteran in retail.

I'm with you ... and *not* with you on this one. First, I'd like to commend you on your tagging. Now thinking seriously about adding the categories "bitching", "moaning" and "ranting" to my own site. :)

Where I'm with you: it seems to me that the heart of this post lies not so much with what Timberland did or didn't have in stock, but the way that the clerks and staff treated you when you visited their stores. It's a sad fact that many brick and mortar retailers have this problem. They have staff who're paid minor ducats and who're frustrated by "dealing" with people (I've worked in enough retail establishments to know how it goes). As such, they simply don't care, and it's *killing* face-to-face retail. There are a number of stores that I shop in almost exclusively, because when I choose to GO to a store, their staff always do all they can to help me (big ups to Nordstrom & Ann Taylor!)

Regardless, though, no matter how top-notch the service is in those stores, there are always instances in which the things for which I'm looking simply aren't there.

Which brings me to where I'm *not* with you. I'm a reasonably small person & wear a size that is pretty hard to come by. Women's retailers often advertise clothes & shoes WELL in advance of when they're going to be "available", so I try to stay on top of when I can buy things. Even though I'm almost always right on the ball, my size is RARELY available, so I have to deal with the sort of disappointment of which you're speaking all the time. And that's what it is, really: disappointment. You wanted something, you couldn't get it. You were disappointed. I get that. But retailers often don't know how much of something to stock, or even to produce.

I hope you like the booties you DID get and that your tootsies are warm & dry this season. :)

Chris -

This is a great example of disconnect between marketing and face to face retail, as well as a declining focus on customer service. As a Nordstrom employee (unsponsored of course), I think they have one of the most sophisticated inventory systems out there as well as renowned customer service. Their website will allow you to see what stores in your area carry it and then pick it up in the store so you can return it if you don't like the fit/comfort/style in person. Or, if it is not available locally, a salesperson can help you order a pair (to avoid shipping costs), or you can do the traditional order from online yourself and return in store if you so decide. Here is a link to the boot that I believe you are describing http://bit.ly/77a8WZ.

Hope this helps for now or future problems that you may arise in retail. However, this of course is a band aid for a much larger problem.....

I had a retail store for 15 years. It can be one of the most exciting jobs and frustrating at the same time.

I learned so much about selling from a guy named Harry J. Friedman, a retail store specialist, who is as fun to listen to as say a Gary Vee. He wrote a really funny book called "Can I Help You?" and I attended many of his seminars.

On the opposite end of the spectrum, I read a book called "Negotiate to Close" by Gary Karrass, which I consider to be the single most helpful book I've ever read in my life.

At any rate, what both books have in common is that you want to "Woo" or "Schmooze" your customers in a sincere way, really be interested in them, listen to them and like you say, try to be helpful in any way you can, even if it means sending them down the street or to a web site.

For instance if that clerk, had said, "Yeah, Mr. Brogan, that is weird. I don't understand why we don't have it when its advertised. Let me see what I can find out about this situation and call you back. Will that be ok with you?"
Even if it didn't end up in a consummated sale just that attitude shift would go a long way in your attitude towards retail. I know that retail is high turnover and the people in it aren't usually in it for careers, but if they only understood that really being interested in their clients would make their experience so much more fun and productive as well as learning so much more, not to mention the other doors that can open by going the extra mile. Harry Friedman always asked, "What would happen if you went to the wall for every single customer who walked in your door?"
Some people do take advantage of you, but the majority will reward you somehow.

Sadly, this is becoming the norm.

Like reading books, some people prefer to hold the product. Shoes are particularly important to hold before buying. A 10.5 in one brand is not the same in another. A 10.5 in one model may even feel or fit different than another. I'll but most things online, but anything that requires me to hold it, touch it, wear it, I prefer to buy in the store. I'm trying to decide between a glossy or non-glossy laptop screen. How can I do that on Apple's online store. Sure, I may buy a refurbished one online, but I need to go to the store to do it and the customer service I receive there will have a HUGE impact on my purchase.

The fact is, not everyone chooses the same channel for purchases, brands should make sure that ALL of their conversion channels are stocked with product, information (who is number 2?), and be easy to use. Store employees with no clue about new products show that the brand has poor internal communications, stupid employees, or poor store management. Spending millions on a commercial spot and media buy, but have it wasted because the product has very limited availability is a huge waste of money and someone should get fired for it.

p.s. good for Chris at TImberland for reaching out to you. This shows:
A) They have someone with an ear to the web.
B) The squeaky wheel gets the grease, whether or not that was the intention.

The important thing is that Timberland responded. But I share Linda M's experience as well. Shopping can be a VERY frustrating experience these days.

CB: I too crave a good retail experience. I want to spend my money locally, support local retail jobs and retailers and community and not have everything I own drop shipped from a warehouse at minimum wage. There are critical lessons to be learned here and I hope the right people are paying attention. :BC

Generally speaking the retail experience sucks. It's still surprising to me because of how competitive retail is, and how much opportunity exists. But it takes new thinking. Sales, sales and more sales isn't enough.

I had some interesting retail experiences of late as well - methinks this blog post has inspired me to write about them.

It tells you that there's a serious disconnect between online and offline. Retail stores can't stock effectively because of this disconnect -- The value of offline is the ability to touch, feel and try on. You just can't replicate that on the web, at least not at this time. And so all the research in the world, you are still taking a risk by ordering shoes online vs. try & buy. There are pros and cons to both. Good news is we have choices. Bad news, neither is 100%.

I do so much of my shopping online these days and I'm satisfied almost 100% of the time. Nothing like getting 100 pounds of diapers on my front porch!

Zappos is amazing and you can return shoes for free. Sure, you might have to wait a bit longer but if you only look at your time spent, it takes less time to order online, try on a pair, return it, try on a new pair, etc... than it does to drive 30 min each direction.

Can't trust 'em.

Seriously, other than groceries I don't expect any in demand item to be stocked in a brick and mortar store. This way I'm surprised if it's in stock. Rather than spending the time and exerting the energy to go to a store, I'll wait a few more days to get it shipped to me.

I'll wait a little longer if I don't have to deal with hastles, and most offline retail experiences have been hastles for me.

Dear Chris,

Given that you have become a "brand," some of your readers may have forgotten that are both a user of and an advocate for social media tools - to sell things. This seems a reasonable case study in how a brand is failing in both. (I consider TV advertising to be an early form of social media.)

PS. What is that other thing in the photo? A wristlet of sorts?

Was wondering that too. Would never have taken you for the wristlet type, Chris!

I would fault the supply chain, and not necessarily the retailers. The Timberland store should have had a solution for you. It is their advertised product - perhaps a rain check, an offering of a phone call when they arrived in your size, or a free shipping from their website. Castigating all retail brick and mortar locations for one poor experience is like never going out to eat again due to a single poor restaurant experience.

Welcome to the 21st century! Brick n Mortars falling to the wayside while cyber sites grab a foothold and start building momentum. I found a site just recently that even helps you to "watch" for inventory and frees up the time it takes to find the stuff. Hope it helps...

It's not just brick and mortal retailers. Airlines, banks, RCN (!) -- most are inept.

Honestly, you can probably blame the entire experience on the Timberland retail employee.

They were careless in their help and recommendation and threw out a couple of stores that do carry Timberland products, not really knowing (and probably not caring) if they carried the specific boot you were looking for.

If the Timberland retail employee had made more of an effort finding the boot (maybe checking the inventory system?) then the entire post would have been different and you probably would have been raving about how helpful some retail employees are.

Think about it.

I'm not going to get into the right and wrong of your experience, your reaction to it, and the thoughts of your readers. What I'd like to point out is the fact that you had an emotional response. This is the real marketing conversation that needs to take place. What was it about these boots that elicited the emotional response in you? Or, was it simply the frustration of not finding what you wanted, when you wanted it, that elicited the emotional response?

I believe there will always be a place for physical locations in the retail sector for the reasons you detailed in your post: some products are tricky to buy online. Online shopping doesn't engage all of our senses. Something is lost in the online experience when it comes to buying those items to which we have emotional responses.

David

Great Article Chris... I leave the retail (non service) shopping to my wife.... Must be a frustrating experience for you... You want the product, You have $ to buy 100's of pairs, and noone can deliver... Thanks again for sharing.... Brian-

Chris, your retail frustration is one that I have shared now for several years. I have always said that with a little "sales and customer service training," I could increase a retail establishments sales by 20 - 25 percent, just by helping them engage more effectively. While I have yet to put my theory into practice, it is easy to see by reading your post that an extra 10% of effort could have made you a happy customer, or if not a customer that day, one that would have come back to the brick and mortar establishment again. Instead you are not happy with the sales experience. This is not limited to Macy's, Journey's, or Timberland. It is retail industry wide issue, as I have seen it for years now.

And honestly, it is not all the retail establishments fault. It also lends itself to end customer expectations (brick and mortar) based on our online experiences. Human intervention is always another link in the chain where a weakness can be exposed.

I can't read all the comments here but I just found it especially funny that after I read your rant against Timberland, at the bottom of my RSS feed was an ad for Timberlands.

They're having a rough time with their advertising evidently.

Best always,
- Peter

Hello Chris,
Read your post, and have mixed feelings.
1. On the one hand, you're only one customer. I'm sure there are tens of thousands of customers who bought shoes yesterday who received perfectly great service.

2. On the other hand, you are correct. I work part-time for a major chain store that prides itself on personalized service, and after just working there for a few months, I've learned that they demand their employees work REALLY hard at giving the customer top shelf service (so they don't just buy the book online) but at the same time I've noticed they work hard to fill the store with the minimum amount of employees necessary to get the job done. So often a customer may get good service once they are actually helped. But employees are so busy that it frustrates waiting customers at times. That's not exactly the situation you describe here, but I believe it underlies the larger point of stores constantly having to balance massive staffs with all sorts of supply chains and groups scattered around the country doing different things like running ads. I think stores naturally want to maximize the bottom line, and the easiest thing to cut is good customer service, because you can't itemize losses based on bad customer service. Staffing the store with 10 people instead of 11 may help the bottom line, and you'll never hear about the woman who walked out without buying the perfume she had a question about.

Although shopping online may be easier for you and me however, when I mention our website, many of the customers look at me with a blank stare, like I'm telling them I just flew in from Mars. No kidding.

This happens more often than not in my experience. I encountered the same thing with the Barnes and Noble Nook eReader. I got an email that it was available so I looked online and I was interested further. So I drove to my local B&N store because I wanted to see it in person and try it out before spending that kind of cash. When I got to the store all the employees name badges were branded with the Nook. I asked where the demo model was and the response was we don't have any. The clerk was nice and pointed me to the tv set up with video going and brochures. I asked if any stores had a demo and he said the big ones. Which ones? He said none in Nashville but he was sure LA and NYC stores had them.

So basically I had done the same thing and left empty handed. Adding to that I read that the Nook is now sold out until after the holidays. Bad first experience and now I couldn't get one for the holiday even if I wanted it.

Retailers need to coordinate online and offline channels much better.

I couldnt agree more. I rarely go to a B&M store anymore as the service personnel are so poorly trained and unmotivated that it is a depressing chore. I can find most of what I need online and rarely have an issue with returning or exchanging items. I watched an old movie last night on TCM called "Shop Around the Corner." It was a silly romantic comedy set in a gift shop in Belgrade. What it told me was that it USED to be a worthy career to work in (or own!) a shop. Now its viewed as a loser's profession. How and when did this happen? Its sad and pathetic.

Hello Chris,
Read your post, and have mixed feelings.
1. On the one hand, you're only one customer. I'm sure there are tens of thousands of customers who bought shoes yesterday who received perfectly great service.

2. On the other hand, you are correct. I work part-time for a major chain store that prides itself on personalized service, and after just working there for a few months, I've learned that they demand their employees work REALLY hard at giving the customer top shelf service (so they don't just buy the book online) but at the same time I've noticed they work hard to fill the store with the minimum amount of employees necessary to get the job done. So often a customer may get good service once they are actually helped. But employees are so busy that it frustrates waiting customers at times. That's not exactly the situation you describe here, but I believe it underlies the larger point of stores constantly having to balance massive staffs with all sorts of supply chains and groups scattered around the country doing different things like running ads. I think stores naturally want to maximize the bottom line, and the easiest thing to cut is good customer service, because you can't itemize losses based on bad customer service. Staffing the store with 10 people instead of 11 may help the bottom line, and you'll never hear about the woman who walked out without buying the perfume she had a question about.

Although shopping online may be easier for you and me however, when I mention our website, many of the customers look at me with a blank stare, like I'm telling them I just flew in from Mars. No kidding.

Funny you mentioned these boots.
When they first came out a year ago, Timberland did a big advertising push (http://www.youtube.com/watch?v=958jVyB0ccI) and I went to Nordstrom's to buy a pair. They were without stock so I dropped the quest. Fast forward one year to Black Friday '09, again, I felt the need for these in black (although I didn’t see the TV spot) and I checked out Zappos but couldn't pull the trigger. Apparently, customers have been commenting on the fast wear of the sole and weakness in design that lets water in around the tongue. So dropped the search based on the product itself versus the availability. In reading your timely post I see 3 main issues keeping these boots from potential owners:

Problem #1 - Timberland shows TV ad to increase demand but doesn’t stock the store or point the customer to Timberland.com
Problem #2 - Retailers are misinformed and not aware of the ads and potential demand
Problem #3 - Demand outstrips supply

Problem #1
Timberland screwed up the promotion and signals a disconnect internally between marketing and sales. With an expensive TV placement on Thanksgiving they must have been aware of this promotion months in advance and should of at least stocked local Timberland Stores. This was a crucial failure in promotion as it involves only company owned outlets. In Timberland’s defense, the web site does show the shoes in multiple color variations.

Problem #2
Retailers of Timberland not stocking the shoes. In the retailer’s defense -for example, Macy's - it's up to the men’s shoe buyer to determine the shoe assortment and distribution. Most likely, Macy's is trying to stay as lean as possible to survive, and possibly only carrying certain lines in higher volume stores. Timberland can plead all day long to stock up for a promotional campaign but it is Macy's decision to buy or not. However, speaking from an ex-buyer’s perspective maybe Macy’s was not aware of the TV promotion and thus missed an opportunity. Thinking of my first experience at Nordstroms one year ago, this could be a channel management problem with Timberland Account Management. In writing this, I also thought that maybe Timberland wants to take the orders on a direct basis to increase margin.

Problem #3
Demand outstrips supply. I find it interesting that I wanted these boots and so did Chris. I don’t live in a snowy climate, but in sunny Florida, so why we do we both want them? Are there other Timberland Earthkeepers fans out there? So maybe, it’s such a hot seller that Timberland stores, Macy’s and Zappos didn’t receive the inventory they requested?

In summary, as an ecommerce guy, I see this trend continuing and slowly consumers will have less choices available to touch and feel on a local level. Brick and mortar stores are costly to operate and buyers have reduced inventory to keep from being upside-down. Unfortunately, with manufacturers pumping ads of their products, especially during the holiday season, retail stores are out of stock before most people hit the stores. As this trend continues, ecommerce sales will grow and physical retail sales will shrink. Welcome to the new shopping model and hope you find a pair of boots, I know I haven’t yet!

In defense of Macy’s and Journey’s, they can’t control what Timberland advertises on TV and perhaps Timberland advertised prematurely without retailers having inventory. BUT, you’re point is quite legit and a great example of ongoing “service” and traditional retail oriented problems. As for the Timberland store itself, totally unacceptable. As I read your post I was thinking to myself... “Sad that Chris had to ASK all those questions... Are they sold out? Are there other stores that carry them?” The store employee should have been being proactive to HELP YOU with those answer in advance of you even asking the questions. – I think this is systemic of a larger retail issue. Most pay minimum wage, have high turnover and don’t train their staff enough on a mandatory HOW TO cater to a customers needs. I always look at Chick-Fil-A as a positive example. They often have way more staff on hand than what appears to be needed. They pay more than the average fast food joint. They train their staff well and demand high standards of their staff. I’m almost always greeted with respect, courtesy and exceptional service + the food is good. If Chick-Fil-A can do it then so can others (fast food, retailers, mall vendors, etc). It's a choice but managers, owners, etc have to instill it in their staff.

Wow - Sometimes personal frustration warrants a post but does it warrant a wholesale indictment of brick and mortar retail operations. While my experience with any large retailer this time of year is usually sub par at best (customer volume, training, out of stock issues, etc.) I do not find that to be the case in most established independent retailers. These are folks that are typically making their mark in things like customer service and hard to find items. They also stick around your town when Wal-Mart, Macy's and Target decide to move on to greener pastures. If Timberland is over advertising and under producing products then keep your ire focused on them. Quite frankly it is the big brand (and little brands now too) on-line and flagship store cannibalism that you and they (Timberland) describe here that makes it hard to find their products at the small independent outlet. Independent businesses are the very same people and businesses that 9 times out of 10 helped establish their brand in a very grass roots way before they made their move to go direct to the customer and push them aside.

There is a rather large yoga and active wear company out of Vancouver, BC that has followed this same path recently. What's interesting is how hard they try not to look like the big public "shareholder value" company they are in their social media activities.

I love social media and the positive changes it is causing in the relationship between buyer and seller. It is also a great tool for the small and midsize guy to grow and expand. What it will never be is a substitute for great customer service, poor operations or screwed up supply chains. In the end who violated your trust here? The retailer who clearly is not being given (or ordering) enough stock or the manufacturer who's only resource for you to find the product is at THEIR website (probably at full retail). I wonder which transaction makes them the most money??? It also happens to do you the biggest disservice.

Wow - you dump on *all retail* from one experience! Pretty strong stuff. What I hear you saying is that a television ad, with no conversation at all, convinces you that *must* have something, then when you can't find it tomorrow, from there all retail is junk. I thought you were all about conversation. And *good* retail (and I don't count Macy's in that, or most other chains) are all about conversation - real conversation with real people in real time with real goods you can take home right then and there and enjoy. And if not enjoyed, then return, with a smile, no need to pack and ship back.

Wouldn't this qualify as conversation? 100 comments about the state of retail from one bad experience. Not bad, I'd say.

There's conversation, and then there's "you stink". You stink may get lots of people talking, but no, sorry, I don't agree that's a real conversation. A flamefest is more what starts from that kind of flat out comment where one experience then stretches to an entire industry.

Chris, you are on point. Why spend all that money on advertising a product that consumers can't purchase? I like shopping online, but don't want to have to do it all the time. I've experienced time and again going into stores where sales associates are not knowledgeable about the products carried there. It's ridiculous.

Also, to your point of the employees not wanting to help you find it either - I think retailers should explain to them how the chain works marketing = customers = sales = you keeping your job! I'm just sayin'...

I am always hesitant to post comments about face-to-face customer service, as I have always thought it was an individual thing. Some people look at their experience with a retailer and thing the CS is wonderful; others look at their experiences with the same retailer and think they are hell on earth, being run by the devil himself. So I won't go there.

But to the larger issue, I think this is yet another sign that retailers are going more towards E-commerce. Every holiday season, for the past 5 I think, E-commerce purchasing at the holiday time as gone up. I believe I just recently heard a report that this first holiday shopping weekend, it was up 38% over last year. And cyber Monday isn't until today!

I recently had a job interview with a company that deals in nothing by catalog and E-commerce. They have 0 brick-and-mortar stores. While so many other retailers are having issues in this economy, this brand has been excelling.

So I think you are correct in your assumption that you should just start with online shopping first. Plus, most companies will offer free shipping these days to boot. And I personally enjoy the reviews of other consumers that you can get online, as opposed to trusting the salesperson's word for it.

I have to agree with this. I have a similar story. I just "bought" a pair of mountaineering boots from a leading outdoor gear retailer. They actually have exactly 1 copy of the boot in the store. They don't "get in" your size to try on - - you have to order it on the web (they have some barely working "terminals" in the store to do this), get it sent to the store, go back and try it on. Since these boots are very hard to fit, I had to "order" 3 sizes at $540 per copy - - which means I had to lay out $1,620 on my credit card just to try on three pairs of these things. It doesn't even require being a little cynical to see that this retailer is floating their store stocking inventory by using customer cash to do it. Might as well just have gone to the UPS store with the boots, tried them on, and immediately sent back the ones I didn't want. It's closer to my house.

Your "apology" shouldn't have come from Chris23, who manages their online business but from someone higher up, like maybe the VP of Marketing.

I hope Chris23 is forwarding the feedback up the chain of command. That would show leadership, a concern for the entire company and senior management potential.

He could just as easily delight in the poor brick-and-mortar performance and let his online efforts shine, which means he'll never be more than a mid-manager.

Note, as an ex-VP of Marketing, it's REALLY tough to get channel personnel to take the time to learn about new products.

Steve

I'm old enough to be your Dad. I tweet a few times a day and Blog 3 times a week. I read Trust Agents. Liked it so much I bought 10 copies and gave them to my business partners and my friends. I know you are revered at HubSpot, and I've used their inbound marketing tools for a year and have moved my site in the right direction with their tools. And yours.

I'd suggest the title to your next book be "Control Agents." Rather than lend a hand to Timberland, you smacked them down and tried to make your point publically. If you are large enough to speak, write and command a following, you must realize the enormous responsibility you carry so that you walk the talk of trust and you lead by example. What you showed me (and the ten people I now unfortunately gave your book to) is that when you want something immediately and you can't have it, and you don't get the reaction you wanted (or childishly needed) you smack them down in front of your audience. Hardly trust worthy.

Had you used your trust and the responsibility you have and offered to show Timberland how to do better (and clearly they need to do better) you'd have been a great example for those people who whine every time their needs are not immediately met. The universe does not operate at the speed of the Internet. Nor does business. TRUST me on that.

I have to admit I have a soft spot for Timberland. And I understand how complex supply chain logistics can be. Unless your business name rhymes with All Fart, you're going to have gaps in stock.

But this is more about customer service than inventory management. Consider these points:

Chris knew more about what Timberland had to offer than a Timberland store employee. That's a sign of great marketing and poor training.

Timberland.com gets mentioned a couple times in the comments. If it's such an obvious solution to the problem, why didn't the store employee think of it?

I suspect the answer to my question has something to do with the ecommerce site and this store being part of different business units. I hope not because that makes no sense to customers.

I don't buy chrish23's explanation that the boot is stocked in specialty stores not factory outlets. I think it's a bit much to expect customers to know the difference. It's the same logo. If you want us to be loyal to a brand, you need better consistency.

I do commend chrish23 for making an effort to solve the problem. Hopefully his supervisors are paying attention and planning to train store employees on how to solve problems.

Remember this isn't about the inventory. It's about the customer.

I can relate completely. I had exactly the same sort of experience with a pair of shoes advertised in a big Sunday newspaper supplement a few years ago. In this case, the shoe company staff themselves didn't know where to get the shoes - they weren't even sure whether they were coming into stock at all. In the end I didn't get the shoes - never did see them in the shops, and the company (which was a national chain) has recently closed down. Not entirely a surprise.

Bricks and mortar stores have one significant advantage over internet shopping, and that's the experience element. If you want to experience the lights, the atmosphere, the pleasure of shopping with a friend, they can deliver something that online outlets can't do. However, that backfires massively when the experience includes frustration and annoyance.

Irrespective of the fact that you could get them online, there's a valuable lesson in this post. I'm hearing more and more people say they're doing all their Christmas shopping online this year. There's a wake-up call for bricks and mortar retail - the shape of shopping is changing and they need to think about how they can compete.

Keep the power in the peeps!!! They will one day get it... Just keep going...

I like the shoes so I am going to purchase it in week ends. And another thing about wristband, its also looks cool.

Try some Columbia shoes. I bought Tagori last year and I still using it now. For me Columbia is way better than Timberland if you ask me.

It's terribly frustrating as someone who works in retail to see this, and to hear from every source imaginable that, on the eve of what supposedly saves retail on a yearly basis (Black Friday) that Retail Is Dead.

But you know what? It bloody well is. Nearly.

Yes. It's frustrating for you to have this happen. Imagine us, being on the other side of the counter, getting the same question, and the same frustration a few dozen times a day. Yes, we know the supply chain sucks. I absolutely agree that an advertised product should be available - and it's absolutely, mind-rendingly angering to see a commercial for your OWN BRAND every so often that's touting a product you know you haven't got, and will hear about for weeks until either it comes in, or until the ads go the hell away.

Who do we blame for this? Is it the retailers? Maybe it's marketing's fault for messing up a date? Who knows who the final blame lies on, but it doesn't matter; what matters is that, yes, retail is in a massive vat of hot water, oblivious as a frog being cooked alive by online sales, stress from sky-rocketing overhead, and demand from consumers.

Retail sucks. And I agree totally that something has to change, or it really will die. It's just a little distressing to see a few hundred obituaries when you're still on life support.

I found some nice Timberland boots on the Timberland website, but a few days later, they were AWOL. I can't find them on Zappos, either. May have to hit a retail store, but if I can't find them on the Timberland site, I'm doubtful I'll find them elsewhere. I found the low-top version online though. :-/

Awesome Chris.. Hold them accountable... No more gate keepers... Keep the power in the peeps!!! The y will one day get it... Just keep going...

Everything's already been said (and I agree with you, Chris--I just bought some Zappos shoes today)...but I will throw in a fun anecdote on this topic that I just revisited by being in town (Boston) again this holiday. I just saw a Red Lobster commercial on TV and my dad quipped that there aren't any Red Lobsters nearby.

Fact is, I grew up here to a steady stream of Red Lobster restaurant advertisements on TV. I always wanted to go to a Red Lobster--really. But in Burlington and Framingham (where I was from) and Haverhill and Ashland (where I now visit) I'm not aware of a single Red Lobster location within any distance. I just checked their website and did a search...but nothing came back in the state of MA. Then I tried Google Maps. Then I tried Yelp, and found the nearest result in Connecticut.

So maybe I'm just a terrible searcher, but something tells me all those 30 second TV spots (and I've seen LOTS of them and I don't even watch much TV) have been a colossal waste of money in MA when the consumer can't even find a location to eat at.

What I could do with all that money for my little startup...

Media buys aren't made individual market by individual market, but rather by bundles. And the money would never flow to your "liitle startup" in a million years.

I understand how media buys work, but to advertise for a restaurant that's not within 100 miles is just plain stupid. If that's how it works then the system is fundamentally flawed.

Fortunately through intelligent and targeted outreach plenty more money will flow to my little startup.

That's crazy! Especially for a brand that has its own stores!

HUGE lesson for ALL businesses to consider from a user-centered design point of view ... and THIS, unfortunately, i consider to be a Total eXperience Design issue

so, awesome ... Timberland's got this brand new boot ... they put the adds 'out there', whether you saw them online or in the paper, they started to plant the seed, that PAIN as they used to call it in sales ( not sure of the modern spin on sales strategy, but I hope its not pain ) ... the basically set up an expectation and they did a darn good job leading you to the product ... problem is, if they weren't done with the product, the application, the campaign ( and this is a campaign or experience level issue ), they should have never let the information out in the first place ... because now, from a user-centered point of view, they have MISLED you ... put you in a dead end ... dropped you in the desert ... fill in the metaphor for 'missed out' or 'futzed up' ...

... seems to me, too, that you went over and beyond what an average user would go through to get what they want in an new consumer environment that equates effort and 'the hunt' with 'click here' and you're gone ... and we know, its not technically THAT new ... so superShame on Timberland for not really thinking in the boots of the user

now they're a forever case study for us all to learn from and not an awesome viral story on your feet

Greetings from across the Atlantic.

I love a customer service story with warts. I better say first that I've only read the latest version of the post and haven't time now to look for the original.

There's loads of evidence that companies have better long term relations with customers after they've fixed something that went wrong. So if the shop had recovered from not having the item in stock by making a remarkable and successful effort to provide Chris the boots, that shop would have been much better off.

If I choose to go into a shop, rather than order on line, that's my choice. No amount of advice that I could have got it on line is attractive to me.

We're all going through an economic recession. It seems to me that it's showing many businesses to be unfit for business. A business that employs retail staff who don't seem to care about the customer's disappointment, is that business being well led? For me, this story highlights the quality of leadership that many businesses lack.

Disappointed...almost feel sold out. If opinions are this easily swayed, then why have one at all?

Sounds like an opportunity for a bricks and mortar retailer with properly trained staff Chris.
You were pissed I understand, but maybe the end of this story is that you find that kind of retailer and blog-chirp about it all the way to their bank.
Good B&M retail is not dead, in fact because of the net it is easier to find than ever.

And people wonder why little stores are going out of business! I could take every shop owner in my town, line them up, and then mass slap them like the three freakin' stooges for being such terrible marketers and businesspeople--and then having the gall to blame their lameness on Wal-Mart.

Yeah. Right.

Nice to see somebody at Timberland rockin' the Google Alerts.

Becky -- you hit the nail on the head. This point for me is how the retailer cares about my situation. That's what I got from Chris' post. Disappointment that they don't have the product is one thing, but when they act like they don't care that is quite another (and much more important in my book). Kudos to you for your approach.

Chris

Your frustration is completely valid from so many different standpoints. Assuming your parents live near you and ultimately the Timberland store, they were running advertising what I am presuming locally, tri-state or something of the like. Was the retail outlet near you aware that they were running a spot for this shoe? I am thinking not as if they were aware, one would hope that they would have either had the shoe in stock or had a date when they would have it in stock. Second, this goes to customer service. You had to call the other stores to try and buy their shoe? Hmmm, albeit maybe when I did my 15 yrs in retail part time, I would call my other stores to see if they had what the customer needed and either transfer it in via home office or pick it up myself. If it was something that we did just not have, I would call the other retailers myself to see if they had what the customer was looking for. Now during super busy times that was not always possible but if I got a few inquiries for it, rest assured I made time. I did not get commission as I was quite frankly your friendly neighborhood cashier at the store but knew what inventory we had at all times or how to best help customers. Maybe I was and my thinking to this date is a rarity?

The frustration started at corporate as seems like they did not alert the store that they were running spots (cuz if they did then the mgr would have probably asked for inventory or again knew when it was coming) and then trickled down to the face to face store level as they seemed to have no idea nor possibly interest in trying to help you become a customer and uh a loyal one at that. Wait, take it a step further. It does not take much to add to a tv commercial - available online at timberland.com ONLY. This is advertising 101. Maybe in the biz I am too close to it but there was a disconnect that never should have happened.

PS Love your comment above about how snow slush and mud are garnishes. Brings me back to remembering why I live in Vegas and not Jersey.

I am a local retailer. OK, so I sell liquor instead of shoes, but still an independent shop. It's true that I run out of stock. It's true that sometimes we haven't heard of the brands or products you ask us about. But it is up to us to find out and let you know.

When we talk about shop local campaigns at Small Biz Survival, we always draw some comments about helping local businesses to improve, to *earn* the extra sales.

Which brings us back to the main point that I took from BAM! Customer Service from Barry Moltz: each customer has their own idea of what will satisfy them. It's up to me to find out what that is, and achieve it.

Common courtesy and social graces go such a long way to make me feel appreciated. In all things, first be helpful.

Small businesses can most certainly win at this game. Excellent customer service trumps all. Look at my friend Carolyn's bookstore. She won my business years ago by not having a product in stock, but ordering it and getting it to me with no fuss. She earned YEARS of revenue from me with that one move.

last year I needed a new pair of basketball shoes, about 20 years went by since I bought my last pair. Things were simpler 20 years ago, a couple of Air Jordans and Converse... not too many options not too many ways to go wrong. Now days though... I went to a few stores and realized that the nonprofessional sellers and the unimaginable offering will not get me anywhere... especially since they no one seem to carry the shoes that are known as professional and not fashionable...
I ended up ordering from Zappos - the fair prices, real customers reviews and just about any pro shoe I wanted, in stock-
I tried a few on and ended buying a great AND1 shoe that felt best on my foot, looked good and matched my budget.
What I learned is that the paradigm has shifted. You just can't get this level of service in live retail any longer. So why expect it?

There's often a disconnect between a company's e-commerce site and its retail stores, perhaps due to lack of communication between departments. Timberland is not unique in this respect. Take Barnes & Noble for example. One cannot purchase a book in its store for the same (lower) price listed on its web site. Now *that* is goofy. So, unless it's an item I must see/touch/try on, I rarely visit retail stores nowadays, because it usually turns into a big hassle, as you experienced at Timberland.

You hit upon the very reason for the price difference: online vs. physical. Less overhead online means cheaper books. :-)

I think you're unnecessarily harsh here blaming an entire company for advertising a product *your local individually owned store* didn't carry, when other Timberland stores do and the Timberland website you visited had it in stock.

Retail stores aren't like a McDonalds -- each store has a different amount of space to stock items, a different financial position, a different market where local customers have different product preferences -- they can't all carry the entire product line of the brands they stock.

In fact, this is so unlike you, I wonder if this isn't some kind of advertising for Timberland guised as a complaint.

Not carrying the whole of the line that your corporate parent puts out is not the same as not being educated about it. I would expect that if I went into a Timberland store and asked about a specific timberland shoe, an associate could either show me the shoe or tell me how to order it. Extra points if they offer to order it.

Now that'd be funny. : )

I rewrote the post. Do you like it better now?