TOMS (UK) Arvostelua 

Fast, reactive and quick solution finder customer service !

Total scam two months failure to deliver goods. Ignore and fail to respond to any communication until I disputed payment with my bank. Thankfully my payment provider have addressed issues as Tom's could have cared less

Customer service dire they lie about the law and acknowledge it when called out. They also lied about not knowing this cas to try to get this review taken down

Avoid at all cost breech contract and if I hadn't enlisted my bank I have no doubt they would still be ignoring two months worth of emais a d failing to return my funds

Purchased a pair of the Palomar moc toe on November 11 last year. Advertised as water resistant, they are already allowing water ingress from the sole. Cost €190 and already letting in water.

They look great and are super comfy but it is extremely shoddy that they are letting in water after just over three months!

I love my new boots from Toms! Unfortunately, they arrived in a very damaged package and the boots themselves were damaged. I reached out and Toms resolved this really professionally and efficiently. Thank you!

Just adding a reply to toms comments….
Christmas gifts cannot be tried on before Christmas if you don’t know your getting them…very poor customer service and my original review still stands poor fitting over priced products waste of my time and money.

My husband brought me some toms boots in uk 9 I’m usually an 8. As they were a Christmas gift he purchased them in Nov. When I tried them on they were so tight, toes touching the ends and generally a bad fit. We’re got in touch with customer service to be told we are out of the 30 day returns policy and there is noting that can be done. I will never shop with toms again and if anyone ever asks if I’d recommend it’s a defo no no. Most retailers extend returns or exchange over the Christmas period. Im stuck with a pair of £120 boots that are useless

Excellent slippers - design and fit - and first class customer support

I am very happy with Andrea for helping me out with my Queries.

Great customer service and how lovely to speak to a person and not a robot! thankyou Toms!

Love Toms products but the returns window at Christmas is too tight.
Brought a pair of shoes as a Christmas gift 3 weeks before Christmas so they arrived in time.
Shoes didn’t fit so despite the Bank holidays and the Christmas season I returned them promptly on 3 Jan, only a week after gifting them.
Ironically I then brought my husband a Toms voucher so he could get a better fitting pair.
Credit note rather than refund then issued by Toms as 3rd Jan was 2 days over the 30 day return window. (Also took between 3 Jan to 16th for return to get through warehouse).
Complained and money refunded but TOMS need to do what a lot of other companies do and have an extended Christmas return window.

Excellent prompt response - polite and customer focused

Yvette H in the returns department has been extremely helpful. My order had technically gone past the returns window (it was an Xmas present) but she waived the 30 days for me and has been very helpful and quick with her responses. Generally, the products seem to be good quality. I've had a pair for over a year now, which I wear every day, and the only sign of wear and tear to them are from the dog!

Very positive customer experience with polite and helpful staff.

I ordered some boots, that sadly didn't fit. I returned these a month ago but hadn't recieved any updates or money back. I chased this and was told..

I would like to inform you, that you can track the return only until the arriving to our internal HUB of Cycleon. From there the item went to our warehouse in the Netherlands. The return time line takes up to 145 working days.
Based on the return tracking information, the latest update regarding your return, it is in transition to our warehouse, will be received soon.
You will receive an email, when your return arrived the warehouse. Once we've received your return in our warehouse, we will process it within 8-10 working days.

Personally I find this response hard to comprehend and also baffling that the boots seem to go to the Netherlands then back to the UK and so are still in transition and yet to be processed one month on?

The idea that it's acceptable to wait 145 days to be processed is also shocking.

So I may have to wait quite a long time further to get my money back. Definitely won't be risking purchasing shoes again if they keep over £100 of a customers money for that length of time.

I received the right boots that I had ordered, however unfortunately I had two left boots, one size 6.5 and the other 7.5. I contacted Toms customer services and I have to say they were extremely apologetic and very helpful in getting a refund. From reading other reviews and my experience from Toms I feel your company could benefit from a little more attention in dispatch.

Furious with TOMs. I am £80 out of pocket, still without a refund! The ordering system kept going down at checkout, so I didn’t even realise I’d ordered these shoes, then the delivery partner failed to leave sufficient information, so I didn’t even know I had shoes to collect for ages. When I contacted TOMs they promised me an email confirming they would grant a refund, so I returned the shoes (they didn’t fit). The email never came through (and they even said on the phone - contact us to confirm you got the email - if we don’t hear from you, we’ll call you straight back - which they didn’t 24.10.23). Based on trust I returned them anyway, but it has now been 3 weeks since I sent them. So I’ve lost £80 and have no shoes to show for it.
Update: I was told I would get a refund but have been sent store credit. Which is not what I was promised and I think - as another reviewer has previously said, contravenes British consumer laws.
Update - I am now being ignored by Toms.
Attached - proof of return.

17.11.23
Update. Attaching email stating I have been given store credit. This is not a refund which TOMs continue to claim I have been sent.

Easy ordering system. Unfortunately the item was a little on the small side so I had to return. The return process was easy and free. Good follow up customer service when I had a query. Gives me confidence to order toms on line again

Good customer service, thanks.

In 6 days they are not able to deliver a simple pair of espadrilles . Contacted they just informed that it escalate to another department ( ?!) by Lisa. Probably another 3 working days . However, very poor customer service team which looks useless being just AI generated answers.

I have bought Toms espadrilles numerous times over the years, they are a Summer staple, stylish, well made confortable, and Toms ethos is also great.
Today I had a problem ordering a pair on line and I phoned your help line. It was answered without much waiting by Lisa. She was brilliant.
Im not very internet savvy and she guided me through the whole process with such patience efficiency and charm that Id like to send a big thank you to her, and to Toms.