TOMS (US & CA) Arvostelua 

I ordered a pair of light shoes, Rose Gold Dots Women's Classics, and when I got them, I discovered they were too small so I sent them back. The return charges (as directed by Toms) were £5.55. I was made to pay for a higher level return delivery charge. If that wasn't bad enough, I checked my Royal Mail delivery code and discovered that the shoes had been delivered safely but I had received no notification from Toms. I called up to ask why this was and was told that I would only receive notification when they paid me back for the shoes which could in fact take 20 days to process.
Overall, my experience with Toms has been negative. It is certainly not worth buying a pair of shoes and paying over £5 to send them back. I can see on here that I am not the only person to have received very bad customer experience.

I like their product, I have some really lovely and comfortable Toms and wanted to buy more, order a couple of pairs, they were both different fit despite being same size and just didn't look like the picture so I wanted to return them. The returns process has been so difficult, I've had no end of problems logging into their website, and then orders not showing on my account to action a return against, finally got to the return procedure to find the cheapest option to return is £5, very disappointing.

I'm not sure they even have customer service. 3 weeks after purchase I just threw them in the bin. Couldn't contact anyone at all.

I’ve been a really happy customer of Toms Shoes for years, live in them but no more. They have changed their returns procedure and ridiculously the ‘cheapest ‘ way is £5.70 by Royal Mail, I could return them myself, same way for half the amount.
Goodbye Tom, I spend a lot of money with you and recommend them to others but NO MORE. You are not as principled as you would lead us to believe.

Shoes way too small, then had to pay £5+ to return them, customer service just send stock responses. It's been weeks since I returned them and I've still not got my money back. Awful, wish I'd read reviews before purchasing, how they're still in business and call themselves ethical is a joke.

Still waiting for their warehouse to confirm receipt of my items. Its been 19 days now and nothing. The only way i got some response was by contacting them on facebook and even then all i got was an apology five days ago and they expediting this. Despite this i have emailed again with no reply. Best thing to do for those of us in this position is to contact our banks and raise a dispute. Toms are breaching refund/return regulations and only this way perhaps can we get back whats owed to us. The worst company I have bought from and NEVER AGAIN! They should be ashamed of their customer service!!!!!!

Worst customer service ever. Their site does not reflect that I ordered the shoes, therefore I can't get a refund form online, therefore the only way to get the return form is to contact via phone. When you call Toms you're instantly put on a hold for more than 20 minutes. Also good luck with trying to chat online, it doesn't exist. Total disaster. I've been trying to return an online order for a week now.

Still waiting to be refunded after tracking update confirms that the received the shoes back nearly a month ago.
Has anyone had similar experiences and if so did they ever get their money back?

Retouren muss man selber zahlen und ist sehr aufwändig. Schuhe sind made in China, also so nachhaltig, wie es einem verkauft wird, sind die auch nicht.

Do not order from Toms online! Their UK kids shoes are about 2 sizes out. I had to pay £5.50 to return the shoes and was also expected to pay 25% more to re-order as they don’t do exchanges and the discount offer I used wasn’t valid anymore. Customer services were a joke - wouldn’t give a straight answer - if you must purchase Toms then get them from another retailer!

Awful customer service; awful experience. For a supposedly ethical company they said 'it is not possible to change an order after 30 mins'. Ordered Saturday and there lines and 'chat' aren't available. so Monday it is too late. 'Wait until it is shipped to your door (Netherlands to UK) and then refuse delivery and it will be returned (shipped UK to Netherlands)'. How bad is that for the planet? The alternative is to accept delivery and pay for it to be shipped back yourself.
Also, please note that customer service will say anything to get you off the phone.
TOMS - YOU ARE TRADING ON PEOPLE'S GOOD NATURE FOR YOUR OWN PROFIT.

I've sent 3 emails asking when I should expect the money back in my account. No reply. Also when the items were delivered, on 2 separate occasions they were left at the ups drop point with no attempt to deliver them to my house and no information about where the parcel was. Absolutely terrible company. AVOID

After wearing a pair of TOMS strappy wedges 10-15 times the soles separated from the wedge on both shoes. I contacted their customer service department and they to me to get them repaired at a local shoe repair at my own cost. I paid $79 for these shoes and they can't even stand behind their product. Instead they put salt in the wound and offered me a coupon to get 10% off a new pair. Really!?! DON'T BUY THESE SHOES!

Ordered shoes to take as a gift to my son who lives far away. Paid for expedited shipping to make sure to get my package. The package was delivered a day late so I did not get to take it with me. I asked for a refund of the differential in shipping costs and they said no but I could have a small credit on my next order! Nice self serving offer. Um no thanks, there will not be a next ordered from this family of 5 Tom’s former customers.

I ordered a pair of shoes on a Sunday. As soon as I placed the order, I realized the address I submitted for delivery had autocorrected to an incorrect address. Immediately, I sent a message letting TOMS know. I assumed that because I a.) sent the message right away and b.) sent the message on a weekend before the order was even processed, TOMS would be able to help me change the address. This was not the case.

I sent out another message first thing on Monday and then initiated a chat with a customer service representative. During this conversation, I learned that because the order had already been placed (not processed, mind you, but placed), TOMS would not help me to change the address label. This was frustrating given how quickly I'd reached out to notify TOMS of the mistake, coupled with the fact that the shoes had not even left the building yet. The representative told me to contact USPS directly and see if they could help. It was 9:00 a.m. PST on a Monday and I'd already sent TOMS two messages and had one chat. It became clear that this would be no easy fix (though it certainly seemed like it should be) and in searching for a solution, I was going to have to give up a lot more time.

On my own, I found the contact information for USPS and sent them a message explaining the problem. By Tuesday morning, I had a response from them letting me know that because of the type of delivery service being used, there was nothing they could do from their end and in fact TOMS was requesting that I contact them directly to address the situation.

Once again, I reached out to TOMS and had another chat with a customer service representative. This second chat sounded eerily similar to my first chat and it was apparent everyone was using a script. I explained everything I'd been through so far and how the USPS had said there was nothing they could do on their end. I didn't really feel like I was asking for much — I just wanted my shoes delivered to the correct address. Alas, this representative informed me that there was nothing TOMS would do and I should — wait for it — contact USPS to see if they could help. I reminded the representative that I had already spoken to USPS, who also said they would do nothing to help, and I now felt like I was lost in a perpetual loop of not being helped by anyone. The representative said sorry, nothing we can do. I then asked if I could cancel the order entirely and was informed that it was too late for that as an option too.

I contacted USPS for a second time, explained the entire saga again, and was told again that because of the type of shipping service being used, their hands were tied.

At this point I'd gone through so much back-and-forth that I didn't even want the shoes anymore. I reached out to TOMS again and this time, I was informed that I could have my mail redirected through USPS — a service that would cost $14 plus shipping. I'd already paid TOMS once for shipping. Basically I was told that if I wanted me shoes to arrive at the correct address, an address I'd informed TOMS of IMMEDIATELY after placing my order and long before anything was processed on their end, I would need to pay an additional $20, approximately. This was not a solution.

In the end, I ended up having to coordinate with the people at the address where my package was being sent to let them know that something was mistakenly being sent to them on my behalf. I feel lucky that they were so helpful to me (at last, someone was helpful!) and held onto the package for me and let me come pick it up a few days after it arrived. At that point I had very little interest in even wearing these shoes since it had been such an ordeal to receive them, but at least they were finally in my hands.

Five messages to TOMs, two chats with customer service representatives, two messages to USPS, and two phone calls to the business where my shoes were ultimately sent is what it took for me to make sure I received my shoes. What a frustrating customer service experience.

I bought my son a pair of shoes from your Sesame Street range but sadly there was a design flaw on the left shoe which meant the shoe kept falling off. I contacted Toms regarding this and asked for an exchange as I felt this would likely happen with a replacement pair. I was refused this request but was assured that this wouldn’t happen with another pair of the same shoes and received a brand new pair in the post a few days later. Sadly, the same thing happened again. I contacted Tom’s to ask for a refund but have had my last three emails ignored. I’m now £30 out of pocket with a very sad toddler. Appalling service.

I second the previous review about returns. It cost me 1/3 of the shoe price to return my shoes. Then only a 30 day return frame - what a shame! I generally love Toms and what they stand for, but this kind of return policy is unethical! Sorry Toms - you could do better.

Awful customer service. If your item doesn't fit you have to pay to return and have no option to exchange online or in store. They take weeks to reply to emails and by that time you've passed the 30 days you need to return, so can't return. Will never buy from again - will have to sell the shoes that don't fit on ebay...

Utterly disgusting company, would not refund item and had to escalate via PayPal and still have to pay to return faulty items at my own cost to another country! Avoid at all costs

The most stressful and frustrating few weeks trying to communicate with someone to exchange my faulty shoes. You can only speak with a middle man who does not make the decisions.

I have become so annoyed I just wanted to send them back in the end and get a refund. They agreed that the product was faulty and offered me a refund of 20% credit after weeks of me contacting them.

I obviously declined this and demanded a full refund. Eventually, after quoting their own policies and hassling them they emailed me details to return the item with full refund and paid for postage.