TOMS (UK) Reviews 425

My order arrived on time and as expected. The sizing of the boots I ordered was good but I decided I didn’t want them. Unfortunately, I fell ill and wasn’t able to return the shoes within the 30 day return window. I contacted customer service and explained my situation. They said it was fine to return the order and were very considerate when I spoke to them. I received notification that my return had been received after around a week. I then received an email saying I had been refunded in store credit, I replied requesting that the refund be sent to my original payment method. I received the refund in my account within 12 hours and I received a polite email informing me that the first email regarding store credit had been a mistake.
I had no problems dealing with Toms customer service and found them to be polite, considerate and timely in their responses.

Before purchasing I did a quick check of others reviews and although a few comments had been made with regards to customer service, thought it was worth a shot. Boy was I in for an experience.
I ordered a pair of buff womens boots. The order dispatched, was sent to their courier service in NL who returned it to their warehouse siteing issues with shipping. I contacted customer service, asking what had happened and for an update on my order, but was told that my order had been returned, I would receive a refund within 14days and would have to repurchase the boots if I still wanted them. Considering the money I had already paid on shipping and tax I asked for this to be raised with their complaints team, but never heard back. I out a block on the money transfer via my bank after 2 weeks of no responses, and sent another complaint email advising the same. Then i got an email stating that my boots had been reshipped (without telling me) when I searched the tracking info it was again returned to the warehouse, so I followed up with a final email stating that if I diddnt recieve anything within the week I would consider that a cancelled and refunded order via my bank chargeback, no response again. 2 days later boots arrive in the post, no explanation, apology or excuse.Whole process took several weeks, worst customer service I have ever experienced. Shoes are not true to size, and are slim fitting, sole is solid plastic with no flex and minimal padding (am going to try break them in as they are annoyingly very pretty). Do not recommend unless you want a rude pen-pal and even then an internet scam might be less one sided.

Pleased to report the issue we had has now been resolved with the shoes arriving just in time for Christmas. However, Toms should really look at adjusting their systems and processes to avoid the issue we had in the future.

Would have rated higher if Toms had been more prompt with a resolution, as could have been resolved much sooner with less fuss.

Took my money, zero explanation. Do NOT order online if there is any chance you may need to return! they use a third party company for returns, emailed me from a no reply address saying I have been given store credit - NO explanation why I was denied a refund. This review and an email to customer services apparently will get it changed to a refund but I see all the other reviews on the same theme! Here’s hoping it actually arrives in my account soon. I agree with other reviewers that this seems to be a tactic. I suspect a lot of people with less knowledge of their consumer rights will just accept the store credit, never spend it and Toms profits.

I wonder what happened to it being an ethical company.

Fantastic service! highly recommend! 5*

Great service - quick and efficient dealing with query
I ordered some slippers and then realised I had the wrong delivery address, I contacted them via their website chat platform and they cancelled the order and refunded me straight away so I have re-ordered with the new address and everything is now perfect. Thank you so sorting this out so quickly and efficiently - customer service at its best - very happy customer

I have never left any review on-line before, however my terrible experience with TOMs have compelled me write a very poor one now.

Summary facts of my experience:- 1. Made an order. 2. Called TOMs & confirmed my need for delivery (this was to be a present) & was assured all was well. 3 Order lost between Toms and UPS. 4. Called TOMs. I was advised to order again & my initial payment would be returned. 5. Order again lost between TOMs & UPS. 6. No useful help from TOMS. 7.Both orders arrived at the same time - Far too late. 8. Spoke to Customer Services @ TOMS who promised the resolution I required. 9. E-Mail from TOMS contradicting what Customer Services had just agreed.

In case TOMS answer and attempt the tactic of not finding my order - I have recorded my order numbers.

I am left with two payments out-of-pocket and considerable time wasted. My own experience & my personal view is one of a failing service (to the level of being actually offensive), of an inflexible process-led approach and of risible & crass incompetence. I reflect the comments of others that TOMS do not make their returns policy clear enough. My experience suggests to me that TOMS are content to take your money and when they fail, they have left me the paying customer to do all the work for them - Totally unacceptable & certainly not accepted.

You can see through 13 pages on TRUSTPILOT that all pages contain similarly serious complaints. It appears to me that the evidence makes it reasonable to infer that there are serious systemic and endemic problems with TOMS customer care. From my experience I have come to seriously doubt the ethical branding and to wonder if it is merely Virtue signalling and ‘ethics-washing’? .

I am escalating my issue to the UK Trading Standards Officers, to VISA, to PAYPAL and to the American President of this brand.

Buyer-Beware!

Excellent quality shoes, fast delivery and my query was answered promptly. Will buy again.

I have twice in the last year had cause to return some shoes I bought from TOMS. Both times, I returned them swiftly but then waited weeks and saw no refund.

The first time, after several weeks, I called them to chase it up and was told it was not yet at their warehouse but was “in transit”. I didn’t really understand and assumed it meant it was somewhere in the TOMS system - but the refund did then come through so I didn’t need to pursue it. However, the refund at first was just store credit. I had to then call back to get a proper refund.

And then this week, I called to enquire about some shoes I had sent back three weeks ago. I was again told it was not yet at their warehouse but at a “local warehouse”. As this was essentially the same thing I’d been told last time, I asked what this actually meant and he said it was still with Royal Mail. This time, however, I was able to track the parcel on the Royal Mail website. It said it had been “delivered” on 20 October (20 days previously). I explained this and asked where precisely it was. He then gave me the postcode of its supposed location - which was the postcode of the post office where I had posted and where I knew - thanks to the Royal Mail website - it no longer was.

This morning, despite their claim yesterday afternoon that the shoes were still with Royal Mail, my refund came through.

I felt sorry for this TOMS employee as he was clearly being given false information to pass on to me.

It seems - from looking at other reviews on here - that this is not uncommon. They clearly had the shoes I had returned and had had them for nearly three weeks before I called. It feels very much like this may be how TOMS operate, perhaps hoping that some people will forget or not notice when their refund does not materialise.

I have bought many pairs of TOMS in the past - and I have always been an enthusiastic advocate of them as a social enterprise. In fact, whenever I need new shoes for me or my kids they tend to be the first place I try. But I do not think I will be able to buy any more in the future after this experience.

Ordered three pairs of shoes of Toms, with their standard 5 *business day* delivery. 4 days after ordering, the order the got "returned to sender" by UPS -- Toms did not email me about this, so I only found out when I checked the track details. When I called them, they admitted they knew the item had be returned to them 4 days ago, but hadn't contacted me or done anything about it -- they were waiting for me to check the status, realise it wasn't coming, and then contact them for a refund. They had no interest in trying to resolve getting the shoes to me (e.g., by offering express shipping or anything like that -- something I would have happily paid for!).

Update: oh, and all they refunded me was the shipping not the cost of the shoes 🤦‍♂️

Really disappointed! I ordered a couple of sizes to find what fits, and when I returned I have been paid in store credit!!! What is that about??

And the email telling me this refers me to the "terms of use and terms of sale". The only terms I can find are the faqs which have absolutely no mention of store credit for returns in any circumstances.

I would expect much much better from any company, let alone an "ethical one"

I've bought TOMS before but most recent order took a long time to arrive and for returns (I kept only part of order) to be processed (Brexit and Covid I think). Refund was issued as store credit even though returned in time. The chat customer service is very efficient and they explained 'We have extended the return period, but as the parcels are processed after the 30 days they are automatically refunded as store credit. However, we are glad to correct this and process the refund to the original payment method.'
If the refund comes through no harm done but it has been irritating to chase returns and refund and I don't know why they can't correct their returns system since they have extended return period to 60 days!

I’ve just received excellent customer support from one of your team, Florentino J., after encountering a problem with printing off my returns label.
I’m so pleased to have discovered Toms Alpergata shoes this year and have worn mine every day. I was hoping that Toms’ boots would be as comfortable, but they didn’t suit my feet so I’ve had to return them. So pleased to find that returns are free, and also so pleased with the customer service.

I have bought a lot of Toms shoes in the past and this is the third time I have had issues with returns and refunds. Returned a pair of shoes a month ago and still no refund. No response to first email then took 6 days - not 48 hrs as advertised - to respond to the next one, in a very dismissive manner saying they had a problem with Paypal. No apology given. I checked with Paypal who say there is no issue. Again, no response to next email. I wont be ordering from them anymore.
Unsurprisingly, half an hour after posting this review, I received an email saying my refund had been processed... six days later and I still haven't received it. Compare all this to another shoe retailer who sent, received back and refunded in less than a week.
09/09/21 Refund still not received despite Toms posting that had received it.

Excellent and efficient.
I had a query relating to a refund, the response was prompt, and the issue resolved immediately.
Could not recommend more highly the Customer Service staff

Order did not arrive but contacted customer services and refund received the next day. Excellent customer services.

I’ve always been a huge Toms fan but recently? No. I bought sandals in my usual Toms size and they were too small. I wanted them for holiday, so I sent back the small pair and ordered the size bigger, as I could wait for the refund. Refund did not materialise and so I got in touch and, eventually, it was refunded. I went on the site the next month or so to buy in the sale and I had store credit-I buy a lot and had returned a few things to a few different places before my holiday so just assumed i had forgotten. Spent the credit, thought no more of it. I then receive an email telling me to return the order or the credited amount because it was double refunded. I’ve already worn the shoes and wanted them anyway, so happy to keep them but the details provided to return the extra money is an American bank account which my bank won’t transfer to. I’ve emailed twice and called but to no response. Originally I would have been happy to pay it back or for the extra to be added to my next purchase but now? When you can’t answer correspondence to fix your own error, which I don’t think I can be legally compelled to do? No, I’m sorry Toms but go home! You’re drunk.

Don’t normally write reviews but the service from TOMS has been awful.
Ordered 3 shoes online in August, one shoe was too small, these were for my friend as we shared shipping.
To send back is so stressful they were posted back and took two weeks to be registered in the postal network then The website takes ages to refresh and they get sent back to Netherlands, then when they finally have them they email you to say oh we are giving you a store credit, I was fuming like it’s so hard to get your refund sorted it’s been weeks now and still no refund, I emailed them to ask for refund and no store credit and still waiting for this now, my poor friend has been waiting ages to get her money back

This is not great customer service and I’m sorry but I love the shoes but will never order off the website again as it’s such a hassle if they don’t fit to return.

You should look at the likes of very and boohoo and get some tips from them on a better returns process

Toms customers service has not just been awful, but consistently unhelpful, dismissive and kept ignoring what I was asking over and over again.

I bought a pair, first time I wore them I got a spot of mud on them. Washed it off and the dye came off with it. A gentle rub and the dye comes off?! Have you ever scrubbed fabric and had the dye immediately come off? How shoddy!

I contacted Toms via Twitter 3 times to no answer. Eventually got a reply via DM when I explained what happened and was told my lost parcel was delivered. I didn't ask about a lost parcel! I sent my order number etc. Got an official email saying again if my delivery hasn't turned up they'd either refund my money or send me another pair. I could have lied and got a free pair of shoes....I chose not to. I was honest and told the truth, and that honesty was thrown back in my face.

I sent pics of the problem. Then I get a reply saying my warranty claim was denied because I used a soft sponge to clean them. Not once did I ask about the warranty and I did NOT put in a claim for it. I didn't want a refund! I asked about 5 times for help as to what I should do. How to fix them etc, I wanted help, some human advice. I could have got a free pair but I didn't, I wanted help, but instead I got told that I shouldn't have used a sponge, the end.

I asked the same customer service person to show me on the website where it says not to use a sponge to wash shoes, and if I'm not meant to rub the shoes when using detergent, what am I meant to clean them with? I asked yet again for help. My questions were ignored and I was palmed off with a 15% discount on my next order of over £40....which I'm never going to use. I don't want a discount, and despite loving my first pair, I will never buy from Toms again. I'll praise good customer service and have done when it's deserved. But this was disgusting. I wasn't even talked to like a person.

"Unfortunately, washing the shoes can cause dye to wear off quicker" - It was the first time I'd worn them. I got a spot of mud on them. I washed that small section and all the dye came out. That's poor quality in anyone's book. My previous Toms I've had for years I could scrub all day and the dye wouldn't come off. So why this pair?

Amazing shoes. Customer service took 1 day to reply so I am happy with that. Quality is worth the money.