SCHUTZ Reviews 150

By far the worst customer service I have ever experienced from a company. Love their shoes, but I will never buy directly from them again. I have called the company numerous times, each time leaving a voicemail, and it always goes straight to voicemail without ever receiving a call back from anyone. I also emailed them several times, and finally managed to receive a very basic response back after several days of waiting, that did not even address my question! As a last resort I decided to DM them on Instagram, but of course the message was left unread.
No, I do not recommend.

I bought these shoes in a size 8 and they were slightly too big so I then purchased them in a size 7.5 to see if they would be a better fit. At the end of the day I ended up keeping the size 8 and returned the size 7.5 right away. My shoes were returned to their warehouse February 14th (my tracking confirms this). It is now one month later and they have not refunded my money. I have called and left 5 messages (as you don't actually get a sales person it just goes straight to voicemail) and I have also emailed them 5 times. No one has answered me. I have never experienced such poor customer service. On top of it all I obviously want my $219 back!

I would do 0 stars if i could. I have never made a review before but i am sorry this is just made me so mad. My shoes turned up and they were too big so i sent them back, and it has been over 3 weeks and still no refund, i have emailed them so many damn times, and they haven't even replied, one time i emailed them saying i have sent back my shoes, but haven't got my refund and they came back with a return label, i have already done that.

Over the past year I purchased two pairs of shoes from Schutz and found them stylish and comfortable. When I needed to update my closet with a new pair of pumps I decided to check out Schutz.com instead of the local Bloomingdales and Michael Kors stores. I found these sexy black LI pumps and ordered them immediately despite their pricey price tag. I was charged a few days after my order was placed and thought it was odd since I didn't receive my order yet but assumed they were shipped. Two and a half weeks later I was still waiting for my shoes. I called their customer service number twice and no one answered. The third time I called, a women answered as if it was her own personal cell phone without stating the name of the company nor any manners. After kindly explaining my situation she stated that the order hasn't even been shipped yet, but she would overnight them. After another two days I honestly had it being that if this were any other company I would of had them within a week. I again had to call their busy customer service number during my lunch at work due to them only being available from 9am to 6pm which is inconvenient for any woking woman. Once I finally got through I was connected to Robert (customer service manager). After telling him how unprofessional this company was and how I would never buy anything from here again he sincerely apologized. Due to the massive inconvenience and delay he was kind enough to give the shoes for free with an additional coupon on my next purchase. As generous as that offer was the experience left a bitter taste until I actually started talking to him more in depth about my experience. Robert actually took his time to explain that company was undergoing adjustments to better their customer service. He was positive and educational sharing that the new fashion director came from Barneys which sadly closed. I even gave some advice working in retail myself for many year and he actually heard what I was saying instead of "yes-ing "me to death. If it wasn't for Robert and his superior customer service I would have NEVER bought another shoes from Schutz. I would have even told family and friends to NEVER buy from them due to my experience but Robert honestly changed my entire perspective. I hope that the company promotes him and has him alone training how representatives for the company should speak to their clients. They should even educate the cliental about achievements the company has recently done as Robert explained about the Vouge Photo Shoot with Serena Williams using only Schutz shoes.

They do not have a refund policy! Who does that !! With a pricy merchandises ! I paid almost $90 and received a “store credit refund “ after sending the shoes back to them , they have the worst policy ever ! I will nevvver evvvver order from them , lesson learned .

I had bought a couple pairs of shoes from the end of season sale. Unfortunately they were too small, and I needed to return them. I wasn’t able to get my return label online so I had to call the help line. The representative was so helpful and kind. I just had the best experience. Will definitely be buying more from this company.

Do not buy shoes from Schutz if you need them for a special occasion in a timely manner (3 weeks). This has been the WORST online buying experience I have ever had. I bought my wedding shoes and 2 pairs of sandals for my wedding/babymoon and I have not received them yet. I purchased the shoes on Dec 31 and they have NOT EVEN SHIPPED YET after being told they have. After countless emails, phone calls and facebook messages it has been extremely hard to get some answers. My emails are left unanswered or given the incorrect information when they do decide to respond. Finally after 4 calls yesterday, I reached someone and they told me that my shoes would be shipped by end of day yesterday and I would receive a refund for my shoes as a wedding gift. GREAT! Finally some great customer service. Only to find out that in fact... no... shoes are still in the warehouse, and refund hasn't happened. This has caused a great deal of stress for me as it is the middle of winter in Edmonton and it is extremely hard to find a decent pair of sandals right now in store, let alone wedding shoes. I would just like an answer as to why my order is sitting in their warehouse - transparency is needed here. Will I get my shoes in time? I would expect better customer service for the price of the shoes.

I’m a guy that uses this site to shop for my girlfriend (as she love herself some stilettos). They often have sales on quality shoes I’d find at Saks 5th. I enjoy going directly to their site then hunting at stores. Never ever had a problem with the Schutz site. Been using it for 2 years now and have ordered over 10 pairs of shoes. Confused as to all the negative comments, so go figure let me shout Schutz out for both a quality shoe and service on their site.

I wish I could give them 0 stars.

I placed an order on 12/8 with OVERNIGHT shipping because I needed the shoes for an event 12/13. By 12/10, when I didn't hear anything about my order, I emailed customer service to follow up on the status... never received a response.

Then, on the evening of 12/11, since I knew I wasn't going to get the shoes in time, I emailed their customer service again and just nicely asked for them to cancel my order and issue a refund.... No response.

On 12/16 I received an automatic email saying my $25 overnight shipping had been refunded, so I emailed customer service AGAIN and nicely asked them to refund my entire order. FINALLY I received a response from Schutz customer service that my order would be refunded and cancelled.

THEN 2 days (and no refund) later, I received an email saying my order finally shipped... this was TEN DAYS after placing it with overnight shipping. I emailed customer service AGAIN and told them my order was not supposed to be shipped out and I was supposed to be refunded. I still haven't received a response (not that I'm surprised at this point)...

WORST CUSTOMER SERVICE EVER!! I will NEVER order from them again.

I bought a pair of shoes
For almost $150 they were never send to me
What a scam
Don’t buy from them

Shoes are beautiful; that's the reason for the 1 star. Outside of that EVERYTHING ELSE about this company is horrible! I purchased shoes online and received them 3 days later. The shoes were too small so I went online to exchange for a larger size. Upon attempting to produce a shipping label via their online return portal; i noticed that 1 pair of my shoes was listed as "non-returnable, due to the fact that they had not shipped yet". Wait, what? I'm looking at the shoes in my bedroom. So i call customer service; voicemail comes on like it's a personal phone. I'm wondering if Schutz "Customer Service" is a one woman shop in someone's basement. For three days I left voicemails and sent them emails asking for a return label. On the fourth day, I called again and a woman picked up. I advised her of what was happening and she was soooooooo rude and did not give two sh*ts about what happened. Her response in the end was "i'll send you the label shortly, bye". That's it? That's all i get?

I will NEVER buy another pair of shoes from this company again! Your return policy is shady as hell, I don;t understand how you one this 30 day time frame when consumers can't even get in touch with anyone and the return portal is not working properly.

The Online shopping site and online customer service is absolutely the worst!

I think they are inefficient and incompetent.

I ordered two items on their website and upon check out, my VISA payment didn’t go thru TWICE. It said: unable to process payment and nothing was charged.
So I decided to try again using my MASTERCARD (for the same items) and the same thing happened, It told me that it was unable to process payment as of this time and no payment was taken. After making triple failed transactions I decided to stop. And then I got a call from my bank telling me that there was a charge on my MASTERCARD credit card for the same amount I was suppose to pay for on VISA but unfortunately didn’t go through. I emailed them and ask them to CHECK AND CLARIFY this for me because 3 TRANSACTIONS HAVE FAILED AND YET ONE CAME THROUGH EVEN IF IT TOLD ME IT WASNT SUCCESSFUL. So I am emailing them and asking them very nicely to check if my VISA was charged and to just cancel the same payment made on my MASTERCARD if it did happen. What did I get? A curt email stating that there was 1 charge on my VISA. When the payment that was suppose to be unsuccessful was charged on my MasterCard. I’m not sure they understood my email or they are turning a blind eye because they are lazy to look into it. I have been emailing them again and again with a screenshot that proves my Mastercard was charged. Still the slowest of response and when they do (I’m lucky to get a week), it’s curt and impersonal. So instead of paying 400 dollars I might end up paying 800 because I am charged twice on two different credit cards. Somebody out there please get a word to them because they have no phone service, the email is turtle pace and the agents behind the screen seem to not give a hoot at all.

Wed, Sep 4, 10:38 AM (5 days ago)
to Schutz

I have had THE WORST shopping experience with you all from the very beginning. The shoes were late to arrive because the Fedex carrier "could not find the address". I now completely understand. Last Friday I spent nearly 2 hours interrogating everyone about picking up these shoes as I requested "In-store pickup" for my shipping option. In this email it clearly says Ugg store. The sales person in this store had no idea what I was talking about. I tried the concierge, the business office, and Nordstrom. I was unable to pick up my shoes because no one knows where they are. I even called your actual store on Beverly dr. who was unable to help and unclear of what was going on. Obviously this is beyond the most terrible customer service, besides the fact that it took several days for anyone to get back to me. I can no longer spend anymore time on this, please refund my money immediately. And plan to never ever shop with you all again.

Their return policy is horrible
If the item is on sale -you don't receive your money- you are forced to purchase something from them
Their policy does not help the consumer
STAY away Do not Purchase their S___T

I really wish I could have read these reviews before I ordered an 80 dollar pair of shoes. The shoes I got were nice, but far too large. When I decided that I was going to return, I was surprised to learn that they had a 14 day return policy. Interestingly, I'd never received a shipping or order confirmation. So, that made returning even harder, I reached out to them via their email/contact information and their website. I ordered on July 11 and to this day have yet to hear back from them. It's really sad to know that a business like this is operating. I've never had such a terrible experience.

Horrible customer service, no legit phone number to call, emailed many times without any response. Bought a couple of pairs of shoes from them, fit was wrong, returned both of them and received a store credit. They give store credits for shoes sold on sale, however one pair was bought at full price and they gave me a store credit anyway. Have been trying to speak to them about this for over three weeks. Another return arrived at their location over two weeks ago and has not been processed, can't get anyone to reply to my emails for this one either. Called store and was told they have been getting complaints about online service. Obviously they do not see it to be too much of a big deal since nothing has changed. Do yourself a favor and stay away.

Terrible! I want to give them 0 stars. Returned a pair of shoes. Called to find out the status. No answer. E-mailed them and got a generic return e-mail. Paid way too much for these shoes not to get my refund. I will take legal action.

Worst company. I will NEVER buy shoes again. I ordered them, they arrived. All good. Sent them back. NEVER heard from them again. I never got my money back. Emailed them over 10 times. Even tried to contact a store of theirs in NY... they didn't even have a phone number for corporate. NEVER buy shoes from this company. They deserve to go out of business.

I bought a pair of black Farrah Schutz pumps from Neiman Marcus. The heel on the left shoe separated from the sole. I weigh 135 lbs and take good care of my shoes. As the purchase date was past 30 days, I contacted Schutz Company Customer Care. They asked me to send proof of purchase and photos of the shoes, which I gladly provided. After two weeks of no response I contacted Customer Care again. To my surprise they claimed to have no knowledge of their email addressed to me and declined my request for a store credit or repair of the damaged shoe. Let me also advise that a work colleague shared the same experience with two (2) pairs of Schutz pumps. Luckily we did not suffer injuries when the heels separated. I will never buy another Schultz shoe. Their Customer Care Team needs dire training in Customer Care or be let go.

Worst customer service ever they lie they cheat and they steal I tried to return a pair shoes and they had the nerve to tell me it was final sales it did not say that on the final paperwork receipt nor did the screen shot of my order state it was a finale sale. I will never purchase shoes from this company ever again and I will tell my friends and family to do the same. Shame on you Schutz for being schmucks !!