TOMS (UK) Arvostelua 

Scammers! Still no sign of my order.
DO NOT BUY FROM THESE ROB DOGS

Absolute scammers

Ordered some shoes, told they were out for delivery 3 times, ups said toms gave them the wrong details so I asked to have them delivered to a pickup point.

Got an email from Tom's saying they had been delivered. So I went to the pick up point and they weren't there.

Then got an email from the carrier saying they are now going to be delivered to my address again, god knows why.

Still no sign of them

I'm a former customer, didn't realize how bad things had gotten. I just ordered a pair of shoes, out of the box the front of the soles can only be described as melted. The returns link on the website is broken, had to google to find the right address. Feels like a joke, laughably bad.

Sure, the return on the faulty product is free, but now I'm out the cost of shipping (which was advertised as free but wasn't), the time I spent waiting for them to arrive (deadline for a casual wedding!) and they don't even have an option to exchange. I also have to go print a label somewhere, and deliver them to return. I also can't leave a review on their website.

Never again.

RE: The broken link is on the English version of the French page.

Absolutely shocking delivery service ! You get emails to say that it will be delivered to an ups delivery location and continuously get notified that the delivery failed when the shop and location is available all day.

Men's Palomar Leather Boots - Not fit for purpose

I purchased a pair of men's Palomar Dark Brown Leather Boots (UK7) in February this year, 2025. As of September 2nd 2025, the sole has worn through completely on both boots. The boots have had light usage over the period. I have worn them primarily when the weather has been wet underfoot and so they have not had heavy usage.

The boots are awesome, I love them, however they are now pretty much useless as the water gets in through the soles. I do not think the boots should have worn-out after 7 months of light usage considering they are advertised as hiking boots. All other aspects of the boots are great; the leather uppers, the inner-lining - everything but the soles.

I contacted Tom's customer support explaining my concerns and providing photographs in the hope that they would accept that the soles of the boots were not fit for purpose, ie. six months of light usage (walking). They did not see it this way.

The boots are advertised as "hiking" boots. They are not. These boots were made not made for walking.
Be warned.

The build quality of these shoes has really deteriorated. My first pair were comfortable and hard wearing and perfect for around the house and outdoor wear in dry weather. I have since replaced them three times in about as many years. The soles break apart every time and they let water up through them. Really disappointing. Buyer beware, there are disposable shoes

I ordered a pair of shoes and chose one of the local pick-up points to get them delivered. For some reason UPS kept trying to get them delivered to our flat instead. On two occasions they rung the doorbell, but didn't wait for us to open the door and then sent a missed delivery email. I kept getting emails from TOMS my order would be delivered that day, almost every day, for about two weeks, but no one rung. I also spent several days on the phone with both the TOMS customer support that said I have to wait for UPS to give up and send the shoes back and UPS that said they would try and deliver again and that they can't change anything about the delivery unless instructed by the seller. After two weeks I was told by UPS that they had left the shoes at their warehouse after the second delivery attempts, so I am not sure why TOMS kept sending me emails saying the shoes were out for delivery every day. After many days of waiting for my delivery and many phone calls, I managed to get UPS to send the shoes back to TOMS and get a refund, but wasted a lot of time and energy and still don't have a decent pair of shoes.

Trying to find my account as want to return two pairs of shoes.
I’m NOT very good with Technology and have spent hrs trying to find how to access my account.
I will NEVER buy Toms shoes again as I feel they have made it very difficult for me to get the information I need to start a return. I think they do it deliberately so you can’t make a return. It’s disgraceful

I didn’t realise shipping was from the Netherlands as ordered from Toms UK, until email confirmation, I then read the reviews on here so was worried.
I ordered on Saturday 26th July and they arrived perfectly on Friday 1st August.
Only reason for dropping 1 star was delivery date changed about 4 times and said needed to sign for them, I couldn’t keep changing plans to be home and in the end I wasn’t but no signature required in the end anyway, they were left on my doorstep which is safe as cannot see from the street.

Key phase in your reply ‘looking into the delivery issue’ - but not actually doing anything about it. 😂 also the amount of times you’ve stress what ‘you’ did when all of those things are what I told you - it’s laughable.
Yep I’ve asked for a refund as I’m not going to wait 2 weeks to have the exact same issue. So yes, brilliant, I’m out the sandals I ordered plus a load of stress for absolutely nothing.

Re the reply: no it’s not been a day- there’s now been 5 days where it’s been scanned and just sat there. The only reason I’ve had any communication with you is because I reached out - nothing from you otherwise at all. The problem may not have started with you but the terrible customer service certainly has everything to do with you.

Ordered some sandals as a replacement for a well loved pair of TOMS. I REALLY wish I’d read these reviews first! Never had such bad customer service. They DO NOT listen. I received emails telling me the delivery address was incomplete (even though I used their system to chose a locker delivery! so if the address is incorrect it’s their/UPS fault.) Yet they did absolutely NOTHING to rectify just kept repeating that it would be delivered and thanking me for my patience. Ummm… no. It’s not going to be magically delivered when you will not correct the address. (UPS won’t allow me to as I’m not the sender). DO NOT ORDER FROM HERE! it’s a shame as I actually really like their sandals but I refuse to give this company any of my money now.

I ordered a pair of slip-on mules online directly from Toms. They looked very nice,but the first time I wore them, they caused several painful cuts on the tops of both feet. One in particular took a long time to start healing and kept re-opening and bleeding for days afterwards.

I emailed Toms about the issue with some photos of the damage done. However I received a reply from Jasmine suggesting they were the wrong size (they weren't). I emailed back to confirm they fitted and was asked to provide photos of the shoes, which I did. I also offered to send the shoes back.

I received a further very unsatisfactory reply back from Jasmine saying they could 'not see any visible defects' and the shoes cannot be returned as they have been worn (obviously!) I am disappointed by the quality of the shoes, but more by the terrible customer service. I will never buy Toms again and would advise anyone to avoid them. The shoes I bought were not fit for purpose and so I feel I have no choice but to seek advice from Trading Standards as this breaches the Consumer Rights Act.

I ordered from Toms during their heatwave discount. I must be honest, after seeing all the negative reviews, I was a bit nervous about placing an order. I decided to go ahead anyway, and luckily everything went well. That said, I probably won’t order again, as I don’t like taking chances and I’m not sure I’d be as lucky next time.

Parcel was delivered to a post office Instead of my home. I work at home so the email stating it was not possible to deliver is not acceptable. Poor service as I don't drive so the pick up was not easy for me to achieve.

Ordered a size 13 - took over week to arrive. When arrived was 1-2 sizes to big (not correctly advertised size) has to return the shoes - took over a week to be returned. Re ordered next size down and still waiting for them it’s now been delayed further. 14 days for shoes is far to long to have to wait.

Shoes could not be delivered by their courier (UPS) to a UPS pick up point because the shipping forms completed by TOMS were wrong so shoes were returned to sender. Asking for refund...

Awful customer service. Takes almost a week to respond to messages, delivery is supposed to be 6-7 days and no option to have them delivered quicker. Issue with customs, items were sent back and now being redelivered almost 3 weeks later with zero compensation.

Veel te groot, normaal altijd maat 44, deze leken wel maat 46..zelfs wel 47 of 48.. retour kosten 5,95.. wat een flop.. nooit meer Toms

I have made quite a few purchases from Tom’s, As they are quite a good quality shoe, I thought I’ll order another pair, That was two weeks ago still haven’t received my shoes. The delivery firm that Tom’s use is UPS which haven’t been that good whatsoever. They seem to have lost my shoes.! So far got no shoes, Out of pocket!

I ordered the wrong slippers for Christmas as a present (in November) and am still waiting for a credit note to be sent to me, despite 5 email exchanges, I keep getting a generic email stating they have sent me a code to use but this has not received (yes, checked spam) and it is beyond frustrating. The slippers are now out of stock and the whole experience has been very poor.

My recent experience with Toms and the customer support team was very positive. I purchased some shoes before the holiday break and for some unfortunate circumstances I couldn’t return the shoes on time. The customer service team supported me with a credit note which helped me with the purchase of the right size. Happy with the shoes and with the customer support.