TOMS (UK) Arvostelua 

Absolute dreadful service!
Toms could not deliver my order due to a abhorrent ordering system. I ordered my Toms in early April.
I was told by Toms customer services that it was the customers duty to inform UPS their delivery address.
After weeks of emails exchanges I was told that my refund would be processed today (3/06/2022) low and behold no refund.
This is the kicker though, I'm disabled and I also suffer from metal health issues, which I informed Toms of this. I just could do with out the added stress. Then I get an email Toms "support" mental health week! Yeah right...they must be having a laugh. I have been extremely patient throughout this whole debacle. I did inform the girl in the email exchanges that I would never order from Toms again...

A very fed up ex Toms customer!

I realised I've been a fan of TOMS for over a decade now. I was given a free copy of "Start Something That Matters" from TOMS a long time ago when getting a special Movemeber pair. Although my purchases of alpargata & slippers are sporadic, it has been consistent and 3-4 pairs of my TOMS have been around most the world now. But what stands out to me is the customer service excellence!

This, in addition to the social enterprise & profit sharing that the company stands for is why TOMS to me is such a great business

I would just like to say that I had an issue with a return with TOMS but on contacting their customer service team it was dealt with efficiently within 24 hours. As the title says - first class service.

Ordered two pairs of Toms in the size I always have,but had to return as I walked out the back of both pairs. Went to returns on website but the form insisted I lived on Christmas Island (I don’t!) Emailed for help, got an immediate acknowledgement then a day later another response with link which worked, printed label and returned. Great customer service.

Excellent customer service.
Having experienced a problem, I contacted customer support, explained the problem and immediately they organised another pair to come out to me.

Amazing service, very impressed and very grateful. Trusting and honestly dealt with damage goods and helped me to receive a new pair. Very pleased

Outstanding customer service, from start till finish, I didn’t get my delivery and they sorted it out quickly, there was constant communication as well.

Great customer service. Had an issue with a faulty pair of shoes and they sorted an immediate replacement. All done via email quickly

I am higly pleased with the professionalism of your customer service. I appreciate your attention to detail and great communication skills. Thank you for being there for your clients.
Kind regards,
Narine Binder.

Excellent Customer Service. My concerns were dealt with speedily and efficiently.

Well the delivery was shoddy. But Tom’s persevered with getting my order to me. I wear Tom’s pretty much every day all day they are comfortable and I like it that they send a pair of shoes to third world countries every time I buy.
And the people are so nice and friendly
Patsy

Great customer service. I bought some boots which did not fit me sadly, return took a while as the boots had to be sent back to the Netherlands, but I was kept up to date throughout the process. The return was processed as store credit, so I got in touch with Toms and explained that I needed a refund rather than store credit and they sorted this for me within minutes after speaking to Florentino J on the online chat. They were extremely helpful and professional. Thank you for your help.

Send in a fault report on line and got a email follow up within a day. Provided more information/photos and a replacement pair was then confirmed and dispatched the following day. What is there not to like? Thank you Florentino and Tom's!

Helpful customer service and prompt response.

Ordered some Toms (order number TE00227555), sizing was wrong (too big) so sent back after speaking to customer services. Was told I’d get a refund within 72 hours. Two weeks later still no response. No willing to speak to me or take responsibility. Shocking customer service. Why would anyone shop here again?!

Florentino from customer services was amazing - Tom's very much less so!!

It took nearly two months for my refund to be issued and even only partially and as a store credit. Luckily Florentino was able to assist and had the correct refund processed and issued to my bank account - Florentino you are a superstar!

Quick response. And they actually read my question, something some other companies do not.

I returned a pair of boots as they didn’t fit (nothing wrong with the boots themselves) and a month later I am still waiting for a refund of £90 - not a small amount of money!! I have chased this up with the support desk twice now and still no sign of it. I would expect so much better from such a well known brand. I would advise ordering from other stockists if you’re looking to purchase online….

Absolutely abysmal customer service. UPS kept claiming to have tried to deliver, no cards left, nothing on cameras. No way of talking to UPS without the number on the cards they weren't leaving. Toms were completely and utterly unhelpful. All they could say was that they'd refund me when the delivery returned to their warehouse. No interest, no apologies, no nothing, including a refund over 3 weeks after the order. Never going near them again.

UPDATE - Toms as good as their word, subject to the refund arriving. Their further contact included a genuine apology and an admission that they should have sorted out UPS before. Still won't buy again, but this last experience was positive anyway.