TOAST Reviews 489

Always have a very positive experience with toast. Online, in the shops, with repairs. It is a mindset. They have refunded promptly when items were lost in the post. The repair workshops and service are fantastic in slowly changing people's perception of clothes longevity. Very resellable when you get tired of an item. Age and wear beautifully. Do your homework with your homewares, if you find them elsewhere for less, although I doubt the quality and artisanship is the same. It is a very different way of shopping. Do not expect the wasteful 'primark' experience.

Total Rip Off. They call their ceramics collection Cove-but it is from the Swedish brand: Tell Me More which is 40% cheaper on recommended retail price elsewhere. Thus alluding to fact that the ceramics are from a small artisan from Portugal rather than a Swedish manufacturer. I'm also going to complain to the brand directly as their brand name is not advertised and limits their brand exposure

UPDATE: they tried to contest the review by claiming my review is for another vendor - despite the fact that I added my order number.

This issue remains ongoing as I type

Customer service replies has come from Associate by name of 'Kurt'

Order 1 placed for a pair of Vibae Roma Mules | Desert Sand × 1 size 38.

These arrived sadly with a fault on the rear of the in sole.

I highlighted this to Toast Cx Service and the responses to date have been extremely underwhelming.....and the whole customer service experience to be sorely lacking from Toast on this occasion.

The reply to me highlighting a flaw in the 1st pair received was nothing more than an acknowledgement and " let's us know how you get on with your new order ".  To note here i placed a new order for a 2nd pair of size 5 Vibae and also a pair of size 4 - totalling £ 270 ( in addition to the original £135 for the 1st faulty pair I received).

In response to my email - there was no offer of any kind of customer recovery or recompense- simply a line from Kurt..." just let us know how you get on with your new order "... having spent a further £270 on two more pairs !

As it stands I have spent a total of £405 pounds on 3 pairs of these shoes.

That a fault was highlighted and that pair returned immediately - my only ask was for your company to undertake an immediate refund so me as the customer is not sitting over £400 out of pocket while i wait for my next two pairs to arrive so i can assess thir fit and manufacture quality.

I was told simply I had to wait for the standand return process to ensure.... hardly satisfactory given I had received and promptly returned the faulty pair and proceeded to outlay a further £270 ...

I don't feel this is an unreasonable request to ask for my refund of the 1st faulty pair to be expedited as a gesture of goodwill - but sadly I am left feeling Toast Customer service is lacking and indeed there is no urgency or prioritisation for the customer to be refunded.
As I type i await what will most likely be another lacking reply - i must say very poor service for a company that espouses such high ethical standards and suppposed levels of cx care.

Update 17th July
I was contacted directly about this experience and am pleased to say that the follow up customer response and compensation offered has now rectified the issues. I look forward to learning from my overall experience being used to positively shape Toast Customer service agents responses and level of service moving forward.

I have been a Toast customer for at least eighteen years and have to say that generally the service, quality of clothing and design has been excellent. There have been a few hiccups over the years but given the length of time I have been shopping with Toast I think that is to be expected. I usually return items direct to the shop if I can but haven't had any problems returning by post. My one issue is that although the sales staff are usually friendly enough I do detect a slight snobbishness from time to time. I especially noted this on my last Brighton visit where the staff used to be super friendly. The last time I went which I need to say was last year (I normally shop online) there was a distinct coldness and definitely chatting was off limits. I don't expect a long conversation but the shop was empty apart from one other customer. It was off putting which is a great pity as I really look forward to visiting Toast when I get to Brighton.
However, I buy nearly all my clothes from Toast and that won't change. The clothes last for years so in the long run not that extravagant. I am still wearing items bought early 2000s.

I have an issue with a black denim dress which faded badly when washed (in accordance with the instructions). My first emails were ignored, then when I finally got a reply they asked me to send the garment back using a QR code which they didn't send me! They said they were "eager to resolve this promptly" but have completely ignored my 3 follow up emails asking for the code. I don't know what to do now, but won't be buying anything from them again given this experience.

UPDATE
Your reply below says you’ve sent me an email with a QR code and have tried to call me, and that you’ve had no further emails from me - all of which is totally incorrect!! This is exasperating! I will try to call you now, and hope that works!

FURTHER UPDATE!
Customer services just rang me, were incredibly helpful, and have resolved everything. Not sure what the problem was with emails, but I will pick up the phone in future! Have adjusted my review rating accordingly.

Nice stuff but dreadful anxiety inducing returns process

I bought two dresses and decided to return one—dropped it off a week ago at the post office in the way to the airport. Hoping I put the receipt in the car because didn’t get the acknowledgement that my parcel was on the way back that literally every other Retailer gives. No refund. No notice that parcel has been received

There is no paperwork except the label that has the order number on it.

When I chaised it I got an email saying, we do track the parcels but I have to send proof that I have returned it to get a refund.

So according to that email, Toast can track the return (with the order number literally on the label..so trackable) but their customer service won’t tell me if they have it and I won’t see a penny of the expensive price unless I prove I returned it. Feels dishonest to me

Same kind of issues last year—no return until I chased each item that were returned in the same parcel separately several days apart.

Toast also have a slow refund process—takes five days to get the money into your account!

So if like me, you have ADHD or anything that might make you not very careful and sure about taking receipts with you… best to avoid toast because they may well never give you back money for things you have returned

Edited for reply : I don’t mind that the process of a refund takes 10 days. What I have complained about is that for an entire week I have no idea whether you accept that the parcel has been posted back to you… and when I contact a week later to see if you have received it, your stuff tell me that they have not received it and that they require proof of postage “if” I have returned it before they can look at a refund. If I pay something back to Amazon, I literally have an acknowledgement that it has been posted within an hour….. your staff won’t even even tell me within a week whether or not it’s been posted although it turns out when I put a review on here you do know exactly when it went to the post office, so being politely accused of possibly lying about returning it was completely unnecessary!
I got a refund a few hours after posting this review!

And updated for their second reply: I have returned things on two occasions—this year and last year. Neither time did I get any acknowledgment whatsoever. Last year when I chased up two items returned in the same package I had the same issues, twice—each item was refunded only when I chased up each item individually after well over a week. On my first email one dress got refunded and the other dress in the same package remained not refunded, until I again wrote to TOAST. Bit at least that time o didn’t get accused of trying to defraud TOAST.

I note from the reply below that TOAST only acknowledge you sent the parcel when they receive it at the warehouse —presumably making the customer pay for any items handed in to the post office/courier and lost on route

Excellent customer support service.
I just contacted customer support and i must say, the whole experience was refreshing. A real person answered the call within less than30 sec. The support provided was first class. Topwork TOAST

Sorry to see all the negative reviews, I have been a toast customer for over 10 years. I have always had a positive experience online, fast and efficient service from ordering, delivery and returns. I value my post pass for being a loyal customer. My only negative experience was a couple of times in the Upper Street store (London) where I felt ignored by the staff for the more pushy customers. But generally I keep returning so they are doing something right.

Clothes are lovely but the customer ‘service’ is absolutely abysmal and leaves a sour aftertaste. Not sure if it’s a staffing or policy issue, but it’s a less than delightful mix of gaslighting and ghosting.

I’m only leaving a review here because I can’t review purchased items on the Toast website (not surprising) and because it appears to be the only way to prompt any sort of action.

Shame, they would make an absolute killing if they had proper customer service/policy and were more transparent. Hope they at least appreciate their designers, clothes makers and fabric sources - they are the only redeeming qualities remaining of what used to be a 5 star label.

I have a lot of Toast items and always impressed by the quality. Very disappointed when (having made a detour to go there) visited the Kilver store at 4.50pm on a Saturday to be told they had closed. Website lists the store as open until 5.30. Not likely to go there again if can’t be sure to find it open as it’s not exactly the most convenient place to get to.

Update following reply from Toast:

Kindly read the review above. I found the store, thank you, I am not stupid, it was the staff inside, all ready to go home who told me it was closed.

I’ve been a loyal Toast customer for years and must have spent thousands, but no more. I recently bought my son a shirt for his birthday unfortunately he had to take it back because it was too big. He went to the store and they refunded the £135 cost to my credit card and then proceeded to charge him £155 for exactly the same item, problem was he didn’t realise at the time because he didn’t make the purchase. Apparently they had increased the price in the interim. It was only a couple of weeks later when he took it back well within the exchange time limit. Toast have shown zero interest in making this right, the customer service has been terrible. Do not shop with this company they don’t care about their customers.
So Toast have replied with the same response i have already on email. I have also called customer service and that was no different. So still very disappointed.

Their clothes are very good quality but mostly there’s too much material! I’m a small size, but even so I find it very unflattering to have vast swathes of material.
I suppose it’s the boho look

The online purchasing and delivery was very good, as usual,
I bought the Ecru denim skirt and I really wanted it to work, great quality denim but because of the A line shape and the heavy fabric it flared out like a tent and the seams stuck out like wings. I’m so disappointed as I’ve already got the patch pocket denim skirt in indigo and it’s perfect, so I had high hopes but have had to return this skirt sadly.
I really wish Toas.t could make the patch pocket skirt in other coloured denim, I’d buy them all! Such a shame.

Toast seems to have a two tier system with regards to welcoming prospective UK customers.
Those living oversea who subscribe to their newsletter are welcomed with 10% off their first purchase. Those living in the UK receive zero discount when subscribing.
To quote their customer services “I can confirm we only offer welcome discounts to our international customers”.
So there we have it - it appears a company that likes to give the impression it is committed to being “ a British lifestyle brand,” cannot be as generous to prospective British based customers as it can to anyone else around the globe!

I'm slightly puzzled by the negative reviews here, as my experience has always been positive, both in-store and online. I've been a loyal customer for over ten years as a result.
The ethics of the company appeal, the quality of the clothes is excellent, and although very expensive, it's usually possible to pick up bargains in the sales.
I literally have cotton shirts and fine wool jumpers that I've been wearing for a decade - no loose buttons, no shrinkage or stretching, and no significant pilling/beading. And I still have all of the spare buttons and pieces of yarn supplied for repairs...just in case.
My only regret is that I can't afford to buy more!

The service providedb y Toast has always been excellent; the quality of their clothes, refunds dealt with speedily and exceptional help with delivery problems.

Toast have recently upgraded their shopping experience by making returns much easier to arrange and refunds faster. I'm grateful they've caught up on this because it makes the whole shopping experience more enjoyable.

I saw the Washi Print Linen Cotton Dress on line and ordered it. The dress was not for me, so is being returned.

However, the way the item was packaged meant the dress arrived an absolute wrinkled mess. When I first opened the package the state the dress was in was actually quite off putting. It did not improve when I tried it on and this is part of the reason for return. I would have had to iron it to really get any idea what it would it truly look like and for obvious reasons I was not going to do this.

Great customer service. I saw an item I had ordered went on sale after I purchased it. They immediately sent me a refund for the difference without having to send the items back and reordering.

Size guide was very wrong- returns cost 20USD. Exchanges not offered - need to post a new order. I def will not reorder because what if that size is wrong too? I will be out another 20 bucks? Promo code offered by company did not work for 2 days. After submitting order, realized I forgot to add an item- wrote customer service immediately and did not get an answer for 4 days- then was told it was too late to add. Overall, information is wrong and response is slow. Very poor customer service.