TOMS (UK) Arvostelua 

Toms deleted my previous review as it wasn't a "genuine experience' even though customer services had to get involved and rectify the issue. Clearly they have enough poor reviews but unfortunately for them I'll just keep writing them.

Ordered a pair of Tom's for April 22 for my wedding day it was one of the rainbow pairs they had in. The shoes didn't last 5 mins after the wedding poorly made and fell apart. What did last all this time however was the spam emails every other day from then until customer service finally removed my name off the list after I left a negative review on here. I tried what must have been over 100 times to unsubscribe but when I clicked to unsubscribe on the email it just took me to their webpage and my only option was to sign up to MORE emails not unsubscribe. Hence why I'm giving them a poor review of my ACTUAL experience of Toms shoes and their behaviour thereafter. My issue with it all is it's still creating a carbon footprint wether email or not, from a company that sells themselves as being environmentally friendly.

So here is my second negative review of a genuine experience, dealing with Toms.

Professional and quickly answered my queries

Thanks Toms! I love these shoes and the pairs I owned in the past always lasted years. When the latest pair I bought had a fault I contacted customer service and they were so helpful and easy to communicate with. They replaced my shoes no problem after I sent photos. Will stick to these shoes as they are so comfy and such good quality. Thanks again!

Toms have redeemed themselves after a bit of a frustrating experience last month. Their customer service today was excellent, problem resolved very quickly. Happy customer.

Friendly, helpful service via chat when I needed to amend an order.

Excellent customer service by Toms, especially by YH, when dealing with a few queries i had about a specific model and colour of a shoe.

Amazing customer experience and excellent quality shoes. Definitely recommend it.

Service was pleasant. Got an update on my order as requested with a delivery tracking number so can’t ask for more really.

I had an awful experience with Toms, firstly I placed the order just below £150 as the website indicate that do not exceed £150 due to brexit.
However after 3 working days of no delivery info I reached to multiple customer service. All they did was to inform me 5-7 business days delivery and I need to wait. Not bothered to check my orders at all, until today one of the customer service found out that my order is over £135 that’s why it’s not actioned. Then they changed the info on website. Firstly the website give me wrong information. Secondly the customer service is not helpful at all. Despite me waiting for so long. I was informed that they can not split the orders. More to the point there was no communication to me at all.

If I want them I need to pay 2-3 lots of delivery fee in 2-3 orders. As such a big company, I really don’t understand why do you penalise customer for liking your product?

Then I was offered discount code however it only works on one pair of shoes instead of 2. Reached to customer service again. In the end. I was told that It’s my device issue, nothing wrong with Toms. I have tried 2 laptops 1 iPad one mobile phone. Yes of course Toms is always right.

Still no solution. Their customer service rules mean you bare all of the cost.

Honestly. I would suggest you to stay away from dealing with them.

What awful services!
They are not taking any ownership of customers issues at all. All they did was to blame you, your fault!

NEVER buy from the TOMS website. I sent a return on 17th May and I'm still waiting for a refund. All their customer service can say is that it's because of Brexit.

I work for a brand that ships from the UK to the EU and we have no issues with returns, nor do we penalise our customers for our choice of warehouse location and hold onto their money for extended periods of time. How they process their returns to their warehouse should be of no concern or impact to their customers.

It takes ages to get your order delivered, I had to wait over two weeks, it turns out that the shoes were too small so had to return it, return process is awful, now my return is stuck somewhere in their Warehouse and they just don't put any efforts to find it , it's been over a month and I'm still waiting for refund, every time I've contact them they're saying they will deal with it but nothing is happening, their shoes are nice but the company customer service is a joke!!!
Update: after leaving a review on Trustpilot my refund was processed next day

Good service in refunding a charge for delivery when UPS messed up and delivered yo a pick up point instead of my address

Mixed experience - I ordered two pairs of shoes, one came as expected and are fine, but the other pair were completely different to what I had ordered. I flagged this up and asked to return the wrong pair in exchange for the right pair, and was sent a return label, however rather than doing a swap I have now been given a refund. I now probably won't buy the pair I originally wanted as too much hassle.

Terrible customer service/delivery. Courier didn’t bother to try and deliver, and gave inaccurate and misleading info. Toms customer service couldn’t have been less interested - kept telling me to contact the courier. No. Contract is with seller - their responsibility to put things right. A dreadful company pretending to be ethical. Ruin fall on them.

Thank you for the reply, however it doesn’t address that the delivery company gave a false address for the pick up point, which meant I had a wasted journey in addition to their not actually trying to deliver in the first place. And it’s taken three weeks for you to acknowledge this properly and only because I wrote a review on Trustpilot. I’m still awaiting a refund for goods paid for but not received. Ask yourselves - would you buy from a company that treated its customers this badly?

I recently purchased a pair of Toms but they were faulty on receipt, however the customer service team have been great and have resolved my issue by issuing me a replacement pair (not recieved yet).

Return not refunded

Returned an item two weeks ago. Still waiting on a refund. I contacted the customer service chat and they told me I had to wait another 10+ days and refused to help me further.

Very poor customer service-Won't buy Toms again

Great product, admirable values, excellent customer service, and no quibbles when there's a defect. Can't fault the company.

My experience was one of the best customer services that I have experienced in my 76 years! Prompt, polite and professional. I will certainly recommend the brand to others as they do not seem to fit me sadly.
Thank you TOMS.

Returned an item two weeks ago. Still waiting on a refund. I contacted the customer service chat and they told me I had to wait another 10+ days and refused to help me further.

Very disappointed. Thought Toms was more customer focused than this. Won't buy from them again.

Made an order with a discount. Found them to be too big. Asked for a replacement order to reflect same price and they honoured this and quickly. Very pleased.