TOMS (UK) Arvostelua 

Thank you for being so helpful.
i enjoy wearing your shoes.

Ordered a pair of shoes and was sent the incorrect size. I raised this with Toms on 3rd August and sent through the requested photos to prove the incorrect size on the 4th. They did not communicate any next steps until I emailed them again and returned the shoes on the 10th August. Once the shoes arrived back at the warehouse on 23rd August. After repeated attempts to get the company to acknowledge the refund processing it was finally processed today (7th September) and this was only after I raised the concern again and was told they had not received the order. At this stage I threatened to escalate the issue as clearly someone on their side was not being truthful and then all of a sudden my refund was processed.

Ridiculous customer service it has taken over a month to correct their mistake in the first place.

I’d leave it zero stars if it was an option.

Shoes are on the bigger size so be warned, go 1/2 down or full size down.

Delivery takes ages.

Returns take ages and even then they give you store credit instead of refund as their default. So make sure you ask for a refund.

Not a great experience so this is the first and last time I’d buy anything from Toms online.

Bought a pair of shoes that were far to narrow, not sure who's feet they are based on when making them! Very very slim feet.
I sent back on the 15th August and have had to contact Toms twice to find out about the refund.
Not sure I would buy online again as the process, if there is a problem, is long and time consuming as a customer.

Thank you for your response, but I feel that these particular shoes are poorly sized in terms of width, and the sizing. I have other Toms and they are of normal proportions in terms of fit. I even bought a size up and they were impossible to get on?
I actually ordered on the 7th August. I emailed after 2 weeks of sending back, which I think is ample time to allow for a refund. You do not wait 3 weeks for payment of the shoes after they are ordered by the customer. I feel your process is slow without any communication to your customer to keep them informed. I like your shoes and this was an unfortunate experience that I will not be repeating.
I would also say that you charged £5.50 for delivery for shoes that are definitely made incorrectly, and did not refund that!

Despite an issue with a pair of shoes the customer service team were excellent in resolving my concerns. Cannot fault.

I bought a pair of toms espadrilles, i am a uk size 8..i read online pple saying they were small and narrow, i decided to buy a size up so bought a uk 9..they fit perfect and are so nice and comfy..so there you go guys chose a size up

Bought a pair of sandals last year from Toms and have only worn them 10 times as they are sandals and only wear them in the summer. The straps have already broken off. Told by Toms I am out of 12 months warranty. Literally ordered them 22 June last year so they got to me prob end of June early July. They broke on August 10 2023, Just over a year old and not even worn a lot and already broken. Absolutely ridiculous for the price you pay for Toms shoes. Obviously there is a fault. I’d understand if I wore them everyday for the past year but I haven’t.

phone contact the company - extremally helpful and patient.

Shoes didn’t arrive. Ups took a photo of delivery. Not our house or indeed our dog!!
Complicated and lengthy procedure to correct matters.
Lot of talk about help but not much direct responsibility taken.
Ps investigation will take 2 weeks, birthday present will be very late. Spent many hours trying to trace false delivery address.

First shoes bought and returned received a credit note ....not clear when buying this was automatic.
Second pair bought with credit note in part payment shoes returned with specific request not to have credit note.
Refund made but only for the excess above first credit note.
Requested specifically for refund credit element explaining that I no longer feel TOM shoes a good fit for my feet and received email which effectively ignored this request.
I do think this contravenes some British law regarding refund if products not fit for purposes.

Waited nearly a month for a refund even though the return was delivered to the UK hub 2 days after posting. Only when I contacted the customer service team did I receive my refund.

Never going to buy online again as if there are issues the hassle of a return isn’t worth it.
This is a shame as the shoes I did keep from the order are fantastic

Terrible customer service experience, ordered shoes took a while to arrive to try on and they were too big, sent them back on 24th June arrived at there UK hub 26th June, it then took a further 10 days to then arrive at warehouse in Holland, I thought great they will process my refund soon.

After several emails i decide to call them today 19th July and was told sorry we don't know why this hasn't been arranged we will get this arranged today and you will have it by the end of the week, again I thought great, to have now just received an email to say we have escalated your case to the responsible department you can expect an update in 3 business days. So lied to yet again.

If you really must buy TOM go to the shop dont use there online

My company processes orders from UK to europe and vice versa and using brexit as an excuse now is getting a little long in the tooth

I ordered a size 5 UK you claim a 37.5 ( 4.5 UK ) is the same it’s not a size 5 is a 38 in EU . The whole order needs to be returned. I tried to stop the 2nd order which is also a size 5 to a 5.5 - 38 EU ordered at 2.15 this afternoon but apparently they can’t ! That means shipping items back that have not yet been sent ! Crazy !! Poor customer service
Oh and no one answers the phone
Plus get the sizing right a size 5 UK is a 38 EU

I ordered a male pair of sneakers and I was sent a female pair of something completely different. I attempted to call but the operator hung up on me. I then proceeded to fill out a claims form on their website and their response was a rep asking me to provide the same information that I had already provided. They didn’t seem bothered about trying to get my correct order out to me asap, instead I was told, after 3 days that I should send the wrong item back no later than 30 days for a refund. In fairness to them they did apologise in their email but actions speak louder than words and their actions showed they clearly do not care!

I ordered some shoes from Toms, but did not receive the order confirmation. When I contacted their customer support team via a chat function, the response and issue resolution was fantastic. I was expecting a poor service via a chat function, but there was no waiting time, and I engaged with a human rather than a robot.

Unfortunately, the time it takes to process and deliver the shoes is way too long in my opinion. This would be the main reason for the lower rating.

Order delivered late (which was for a present) then wrong shoes eventually came. Then I had the hassle of having to print returns label package up and send back. Customer service was not helpful and the process was long winded.

I recently ordered a second pair of Toms but somehow managed to set the address as that of a house I moved from a couple of years ago. Was really worried I’d never see these shoes. I immediately sent an email the same evening to customer services telling them of my problem and giving them the correct address. Followed up with a ‘chat’ with them this morning. Yes, they’d received the email, it would be picked up by the correct department and I’d receive a co firm story email once they had modified the address. In under two hours I had received the email that the address had been modified. Really helpful ‘chat’ experience. Great service.

I bought 2 pairs and got a 10% discount as a new customer. I returned a pair as they didn’t fit and my 2nd pair split in less than 30 days. I was given a store credit of the amount minus the 10% discount so to buy a replacement pair, I have to pay the full price meaning I’m essentially £5 out of pocket. I emailed 4 times but still have only received £39.60. The new pair will cost me £44 so I’m pretty annoyed I have to fork out the extra money to replace the item which was faulty. Not to mention I am now supposed to pay £5 delivery too! Not great customer service.

I’ve been told I can have my money back but I haven’t been contacted yet. Regardless, this still means I can’t have what I originally purchased. I think I should be given however much it is to purchase a new pair (so I can have the same shoe in a different colour as my original choice is out of stock) so I’m not out of pocket or be sent a new pair when they are back in stock. Just giving me my money back still means I don’t have a pair of Toms and if I want one, I now need to pay an extra £10 to get them.

I'm honestly disappointed after ordering and then being told told it's delayed every day for a week. I finally got my shose to be disappointed again. After only wearing them for 3 days the back of my feet our extremely sore, with redness. I'm waiting to see what the company will do to help.

Yvette was very helpful. Thanks