TOMS (UK) Arvostelua 

Received my 3rd pair of Tom’s for my birthday in May this year to replace my existing pair as I had found them perfect. By July they’d started to fall apart and as of a week ago can’t be worn anymore. Something has gone terribly wrong with the quality of their shoes which is a great shame as their charitable USP and unique designs were such assets.

I ordered the wrong size and was having trouble arranging a return via the website. Florentino J in customer service was wonderful, very sweet and made me laugh. Thank you x

I love TOMS shoes and have converted family over the years to them! I purchased Darcy flats last October and recently seen splits and the heel breaking. I filled in a warranty claim to get a reply back saying it was outside the warranty period, when I replied back, I got a reply from another agent called Sheryl who apologised and offered a replacement or credit on account, once I requested replacement the order was swiftly made and email confirmation again! So quick, easy and helpful!
Only lost a star due to the added kerfuffle with the incorrect reply to me.

Very poor experience.

I purchased two pairs of shoes in size 9.5 online using the toms.com website (one pair in black, one in white). Both pairs arrived in a size 13 (so three and a half sizes too big). The colour of one of the two pairs of shoes was navy/black. Neither were white.

The label on the boxes matched the shoes inside them, and so it wasn't a case of wrong shoes in the correct box. They had simply sent the completely wrong order. The receipt on the box was correct and matched my order, and so there could not have been a verification step in the deliver process.
I notice from recent reviews that my experience of the wrong shoes being delivered is not an isolated one.

In any case, mistakes happen, so I asked for the correct shoes to be delivered on a priority basis (as they were purchased for a holiday), which seems reasonable given this was a Toms caused issue. I was only offered a return and refund.

In order to return the shoes I have to find the time to locate and visit a print shop (and pay for the printing) of the return postal label. Only once I've done this will I receive a refund (which I didn't want - I just wanted the correct shoes). So we're looking at between 1 to 2 weeks of Toms holding my payment, but still not having delivered the correct shoes.

Despite asking again for the correct shoes to be delivered this wasn't offered which I'm told via email is Toms' policy. This has left me to believe their only concern was to receive back the wrongly delivered shoes, with no concern for rectifying the issue.
Unfortunately it doesn't seem to be understood that a refund is not a solution - it leaves me in the position I was in before purchase, with no shoes! The customer experience has been treated like an exchange of an unwanted item, rather than incorrect delivery by Toms.

In summary, I'm very disappointed with the service. Human error is completely understandable but the subsequent failure to try to solve the issue is poor (again, a refund is not a solution).

Although rare, I have had a similar issue with ASOS and another clothes retailer in the past, who upon seeing a picture of their delivery error immediately delivered the correct items the next day as a priority. That is an example of good customer service.

Unfortunately I could now not recommend buying Toms.

Florentino is the best customer service agent that Toms has employed!

Toms shipping issues are beyond frustrating!

I was sent the wrong shoes, my parcel contained shoes and an invoice for someone living in a different city. When I contacted Toms about the mistake, I was sent a parcel label to print out at my own expense and take to the post office in my own time with no offer of rectifying the mistake and sending me the correct shoes.

TOMS customer service is excellent. I had to return my order and they refunded my account within a few days.

Had a problem with the website but spoke to J Florentino who was very helpful - great products - Mamy Thanks

My husband and I love Toms, the perfect summer shoes!
So comfortable they are the only shoes I can wear all day (and all night too)!

Very helpful, sorted my query quickly, efficiently and politely.

Totally complicated from start to finish! Delayed delivery (from Germany) complicated to return as no QR code for ease. Finally a credit note instead of refund issued.....so time consuming and frustrating. Chat agents have sorted out my issues along the way so kudos to them Also phone number never answered.

I ordered some lovely looking shoes (#TE00278805) but they were very thin shoes and didn't fit.

I tried to return via the website, but the link kept failing due to a server error.

I contacted a really helpful guy called Florentino in the customer services who was helpful and he sent me a direct link and I put through the refund request.

Two weeks pass and I call and speak to Florentino again - he's very helpful but tells me that my order is stuck at their UK distribution centre and it could be another two weeks before the shoes hit the Netherlands and I get refunded.

I appreciate he couldn't do anything else, he was great, but the service is bad - a month for a refund? That's just not good enough.

Received only 2 of the 3 items ordered and paid for. Only missing a pack of socks for £22 however its money that isnt theirs and i want back! but despite numerous emails, proof of invoice and payment and photo evidence and an hour on chat function..still no refund. Don't risk ordering anything online...they won't give your money back. Apalling customer service.Will never use again.

I spent £150 with Toms. I couldn't get the 10% off promo on my first order to work, but I thought not a problem, I will just contact them after and ask them to adjust the price.
After some difficulty understanding what I was asking, I was told that it was not possible to add the discount after and they don't do price adjustments and advised me to have a nice day.
A few years ago I had the same problem applying a promo code with a different company and they applied it after my order with no problem.
Toms are clearly able to, they just chose not to. It is fascinating they consider themselves equitable.

Very poor customer service, I returned an item almost a month ago and have not received my refund. I would not recommend making a purchase from
TOMS.

Very satisfied with the service I got, and the quality of the product!

Lysa was very friendly and helpful with purchasing my recent espadrilles.

I have placed an order (TE00265974) on 25th May and still not received it. I have sent 2 emails, called during UK working hours, tried an online chat but it's always offline once again during working hours, left messages on Twitter, Facebook and Instagram, yet no response.

UPS have claimed to make 2 delivery attempts on days I was at home but not once a card was left and they have definitely not even tried to deliver it. They then offered to send it to an access point to which I agreed and then 4 days later said they couldn't even deliver it there. Then they claimed I refused the order which I didn't and that their depot would call me which still hasn't happened. I have made about 8 phone calls to UPS for the past 5 days.

Can someone please tell me where my order is or just refund the money. How is it that there is no way of getting in touch with you'll during working hours on a weekday. I want a refund now. I do not have the patience or time to deal with UPS or your awful service.