i received these brand new hanwag boots in august 2017 after one trip i had lugs falling off and chunking off in september i contacted them for warranty. they said
"that the chunks are coming of due to hydrolysis, this is the degradation of the sole and is purportedly accelerated if you don't wear your shoes regularly or that have been sitting in the box for a couple of years."
they were willing to replace them, so i sent them back.

today i'm told that they can't replace them with the same model and if i want a new model i need to pay around $300...

great boots i just bought...

BEWARE HANWAG!!!

Welcome to the fire.

That sucks about the boots. Can you take them back to where you purchased them?

this is directly from Hanwag unfortunately.

What model did you get? I almost pulled the trigger on Rotwand Bio model.... Lowa it is...

that's what i bought

I'd be persistent. Hanwag's response is laughable. They need to make this right.

they offered me the online coupon where i'd have to add cash to get a comparable boot. or i could be happy with what i got.


when i told them i was disappointed they just said "Thanks for getting back to us as well as for letting us know how you feel in regards to the resolution given. Your time and patience invested throughout this process are highly appreciated."

That's nuts. Did you ask to talk with a supervisor?

i've been dealing with them since september they finally told me this today. i'm so done with them i'm happy to pay money to never deal with them again.

i called hanwag canada today and they wouldn't let me talk to a manager...

https://www.facebook.com/hanwagcanada/posts/1087810607987997?

if you want to see how they respond to paying customers

Did you buy these as a full quality item, not a factory second or blemish?

these were a full quality item

Glad you posted that link. I left my thoughts on their customer service.

Bean counters can't see the forest through the trees. I'm sure they have some policy they're following rather than common sense showing this is costing them way more money in bad press.

I read your FB thread. What a joke. You bought these boots directly from Hanwag as a full quality boot, not a defect or second. The soles Hanwag used on these boots are clearly defective. That's an issue to be settled between Hanwag and their supplier. Hanwag's customer relationship standard is amateurish, foolhardy and patronizing.

Hanwag owes you the cost to ship them back, plus either a refund of your original purchase price including tax and shipping or the choice of a replacement boot of equal or greater value.

Further, at this point they owe you and the rest of their customers a sincere apology.

***As a matter of full disclosure I don't know the OP from Adam.










https://www.hanwagboots.ca/production

Sorry to hear this. I like my Hanwags, put a few miles on today. I wonder if the vendor you bought them from could exert some influence. If they do high volumes, Hanwag might listen.

Same here. Ditto on the bean counters.

email Vibram who makes the sole, and see what they say about its condition.
If it differs to what Hanwag has told you, you may get a better attitude from Hanwag.

I say this because similarly, unhappy consumers of brandname products that use an out sourced
technology like GTX membrane, sometimes also contact Goretex directly if a garment manufacturer
happens to fall short on product warranty.

I wear that exact same boot, plus two other pair of Hanwags. I currently have approximately 800+ miles on these boots and to date they have not begun to break down. They have been soaked and been subjected to slimy goo and overall have not been treated very well. I have hiked in mountainous rocks and swamps. When this pair wears out I will probably buy another pair. I am sorry that you have had issues with yours, but all of my Hanwags so far have not given me any problems.

My hanwags have been really good as well. Took a while to break em in(one full hunting season) but they are tough. I spent 15 days this fall hunting hard in snowy, wet conditions,and never a wet foot. This is my third fall, and they are holding up very well.

Sorry to hear this, Danner did the same thing to me. I told the rep I'd never buy another pair of Danner's and he said "well, I'm real sorry to hear that". I have never bought another pair and have talked people out of buying at least 6 pairs of boots. Thanks for posting, screw Hanwag!

Seems like this thread should have been updated- Hanwag replaced the OP's boots.

Yeah, you'd think there'd be an update.

Glad they replaced them. It still speaks of Hanwag's customer service of all he had to go through to get a replacement. It looks like the replacement was only made because of the facebook post...not because they understood it was the right thing to do. It should have been no questions asked, we'll replace them with the same or better for no extra $. With how easy a consumer can widely spread information related to a product/service a company needs to treat the consumer well. I own and use a pair of Hanwags, but I won't buy anymore after reading this.

The truth is, we don't know why they replaced the boots. Impossible to know with only one side of the story. Sometimes you just need to talk to the right person, I've experienced that myself.

I'd take Hanwag's FB post responses as their side.... Based on Hanwag's response and admission to what they did/didn't offer, the pair I have now will be my last pair.

Got it. I'm not on facebook so I didn't see those. Sounds like they were less than desired.

have had get luck using hanwag over the years mine are 6 yrs old and about time to replace, will be getting another pair of the alaska gtx.
sorry to hear of your poor experience with hanwag!