TOMS (UK) Arvostelua 

Worst ever. Shipped wrong size and refused to rectify this issue
Wrote to customer service, most unhelpful and misleading

I had a problem with one of my trainers. I felt that it wore it out too quickly considering the amount of use it had had. Florentino was super helpful and very quickly gave me a choice of refund or replacement.

Unfortunately when my Frankie boots arrived they had a hole where the stitching had come away from the elastic.

I emailed Toms customer services who were very quick to respond. I emailed some photos of the boots as requested and within a couple of days a new pair of boots were en route to me.

Really excellent customer service from Lysa! Thank you for your help.

Recieved these boots as a christmas gift. Wore them once and cannot wear them again as they are so painful. Completley shredded the skin on the back of my heels and left me with huge blisters. Sizing is correct as I have checked sole against my other boots in the same size. The heel material has no give at all and will not soften over time, these boots are not fit for purpose. I have small narrow feet and have never experienced this kind of heel fit before.
There are a number of reviews stating the same problem.

Customer service is very unhelpful and only prepared to give a 40% refund on boots that cost £90 (10% discount) I am really dissapointed that I have gift I cannot wear or even replace with the money offered. I will never purchase from Toms again after this experience.

My Toms are my favourite shoes - I am not embarrassed to say I have more than 10 pairs. Today I spoke to Customer Service - as expected from Toms, very helpful, very easy to speak a PERSON. Making way for more Toms in my life.

Edit: I finally received a replacement order, and am currently awaiting UPS to collect the original order that was left in the rain. I have changed my rating from 1 star to 2 stars - I shouldn’t have to provide “sufficient” photos - the box was water logged and not delivered appropriately! Also, it shouldn’t take upwards of 10 emails and CC’ing the CEO email address to get a resolution for YOUR problem. Nice try Toms but you still missed the mark by a long long way! Future tip: the customer doesn’t care what you do with your courier - just fix the problem!

The customer service from this company is simply atrocious. I’ll preface this by saying I have placed several orders with Toms and never had an issue however when something goes wrong it’s clearly a case of tough luck! My order was delivered via UPS and left on my front doorstep in the pouring rain for 33 hours because we were away. There was no option to change the delivery until UPS had attempted delivery and UPS did not have authorisation to deliver without signature, but did so anyway, this should be a clear and simple fix. The shipping box and shoe boxes was water-logged being left out in the rain, uncovered for 33 hours.

Contacting TOMS customer service has been an exhausting experience. They do not take accountability for their courier companies failure. I simply asked for the order to be replaced, a very reasonable request given the circumstances of the delivery and clear evidence of UPS’ failure to deliver my order in a satisfactory quality. TOMS flat out refused to arrange a collection (“we don’t do collection”) they refused to replace my order (“we don’t replace orders”). Instead they have requested I arrange a return through their platform, and begrudgingly offered a refund. If I want the shoes that I ordered, I have to order again. This was a £130 order that I have to wait for a refund, reorder and pay £150 because the shoes no longer have the sale discount applied. The 15% discount in a future order, they eventually offer discount would still not make a new order the same price. I was further dismayed when I found that I was automatically offered a 15% discount when completing their survey - suffice to say the survey completion was scathing.

Utterly disgraceful customer service and a complete lack of care for an issue that is in no way my fault.

Florentino was really helpful and resolved the issue swiftly

Florentino was incredibly helpful on the phone when I was experiencing issues at checkout. Offered me advice, and stayed with me until the order was complete. Friendly and knowledgeable.

Always happy with the product. When I had an issue waiting for repayment for a return was very pleased that as soon as I notified TOMS it was rectified quickly.

The promotion code didn't work on either my phone or laptop. The advice from their customer as service desk was use another device, so not very helpful.

The fault was with the delivery company and not Tom's.
Swift action from Tom's and my payment was refunded.
Would use the online service again and hopefully UPS get it right this time.

i order 2 pairs of toms, 1 for my daughter and another for my granddaughter. unfortunately, they were ones with the pleats at the front and both hurt to get on. I've always brought toms, i bet 12 pairs in total, so was surprized they weren't up to what we expect from toms. i sent them back to their site in the Netherlands, it was worth over 76 pounds. I'm disabled and housebound and cannot afford to lose that amount of money.
nobody is willing to help me, and all their Netherlands websites are in a language i cannot understand.
will i buy toms again.... i don't think so

Am not so happy with the delivery company UPS as they made me struggled to a collection point for my item.On getting there I was told the item has been sent back.But Florentino the customer service assistant help rectified the issue and my item has been delivered today.Thank you Florentino for sorting out the issue ASAP

Overall quite satisfied with my experience. However the one caveat is that they failed to tell me about a hold up in the journey of my parcel. I e mailed and got a very speedy response and issue resolved today with delivery of said items. All goods are fine.
Gill

Thanks for coming back to me.
The fault lies with UPS and I feel Toms should instruct UPS to let customers know if the date given for delivery is not going to be met. Also, why does the parcel need to be signed for? It’s not alcohol , nor is it very valuable. Requiring a signature means someone needs to be at home for the the very wide time frame given for delivery.
It’s all most unsatisfactory.

Just had to tell everyone about how our lovely TOMS walked miles with us over the last 3 weeks. My sister and I designed a no fly holiday using trains, buses and ferries from London to Paris to Barcelona to Badajoz to Lisbon to Porto onwards to Santiago de Compostela to Santander where we caught the ferry back to UK. Our TOMS kept our feet comfortable and stable in the heat, on grass and on paving.....sometimes up to 10 miles a day. Neither of us are in the first flush of youth and I have flat feet and a bunion.....nevertheless TOMS kept us walking. Thank you, your shoes took us around marvellous places..... 😊

Customer service is great, a little concerned about the quality at the moment.
Basically I have bought Toms for years, I admire the fact they’re so charitable and the shoes you buy got a pair for those in need.
That being said I have had a couple of dodgy pairs.
I think sizing can be an issue, there not always true to size, but quality does seem to be a bit hit and miss.
I bought a pair of Ashland boots, had wanted them for ages, and bought them at the close of last winter, had got them out a couple of times to break them in and make sure they where good to go this year as my old boots had given up, and the sole started coming away from the shoe.
I mean I am of modest means so saw them as a reasonable investment if my old ones where anything to go by, but they haven’t made 5-10 short trips out before falling apart.
That said, talked to customer services, submitted a claim and everything’s sorted.
I will still be shopping with toms based on what I mentioned before, and just hope this was a one off.
I hope so, because I wanted these boots for a couple of years but my old Clark’s just kept going. For these to fail so quickly makes me a bit weary but we will see.

Fantastic customer service. Package was blocked at a depot due to an issue with the address and they took care of everything to get this sorted without me asking.

Excellent customer service!

I had returned part of the order and Tom’s issued a credit note.

Contacted Tom’s via chat to request a refund and no questions asked, it was done.

Great products and excellent customer service! I’ve long been a customer. Thoroughly recommend! 😊