TOMS (UK) Reviews 425

Terrible customer service experience, ordered shoes took a while to arrive to try on and they were too big, sent them back on 24th June arrived at there UK hub 26th June, it then took a further 10 days to then arrive at warehouse in Holland, I thought great they will process my refund soon.

After several emails i decide to call them today 19th July and was told sorry we don't know why this hasn't been arranged we will get this arranged today and you will have it by the end of the week, again I thought great, to have now just received an email to say we have escalated your case to the responsible department you can expect an update in 3 business days. So lied to yet again.

If you really must buy TOM go to the shop dont use there online

My company processes orders from UK to europe and vice versa and using brexit as an excuse now is getting a little long in the tooth

I ordered a size 5 UK you claim a 37.5 ( 4.5 UK ) is the same it’s not a size 5 is a 38 in EU . The whole order needs to be returned. I tried to stop the 2nd order which is also a size 5 to a 5.5 - 38 EU ordered at 2.15 this afternoon but apparently they can’t ! That means shipping items back that have not yet been sent ! Crazy !! Poor customer service
Oh and no one answers the phone
Plus get the sizing right a size 5 UK is a 38 EU

I ordered a male pair of sneakers and I was sent a female pair of something completely different. I attempted to call but the operator hung up on me. I then proceeded to fill out a claims form on their website and their response was a rep asking me to provide the same information that I had already provided. They didn’t seem bothered about trying to get my correct order out to me asap, instead I was told, after 3 days that I should send the wrong item back no later than 30 days for a refund. In fairness to them they did apologise in their email but actions speak louder than words and their actions showed they clearly do not care!

I ordered some shoes from Toms, but did not receive the order confirmation. When I contacted their customer support team via a chat function, the response and issue resolution was fantastic. I was expecting a poor service via a chat function, but there was no waiting time, and I engaged with a human rather than a robot.

Unfortunately, the time it takes to process and deliver the shoes is way too long in my opinion. This would be the main reason for the lower rating.

Order delivered late (which was for a present) then wrong shoes eventually came. Then I had the hassle of having to print returns label package up and send back. Customer service was not helpful and the process was long winded.

I recently ordered a second pair of Toms but somehow managed to set the address as that of a house I moved from a couple of years ago. Was really worried I’d never see these shoes. I immediately sent an email the same evening to customer services telling them of my problem and giving them the correct address. Followed up with a ‘chat’ with them this morning. Yes, they’d received the email, it would be picked up by the correct department and I’d receive a co firm story email once they had modified the address. In under two hours I had received the email that the address had been modified. Really helpful ‘chat’ experience. Great service.

I bought 2 pairs and got a 10% discount as a new customer. I returned a pair as they didn’t fit and my 2nd pair split in less than 30 days. I was given a store credit of the amount minus the 10% discount so to buy a replacement pair, I have to pay the full price meaning I’m essentially £5 out of pocket. I emailed 4 times but still have only received £39.60. The new pair will cost me £44 so I’m pretty annoyed I have to fork out the extra money to replace the item which was faulty. Not to mention I am now supposed to pay £5 delivery too! Not great customer service.

I’ve been told I can have my money back but I haven’t been contacted yet. Regardless, this still means I can’t have what I originally purchased. I think I should be given however much it is to purchase a new pair (so I can have the same shoe in a different colour as my original choice is out of stock) so I’m not out of pocket or be sent a new pair when they are back in stock. Just giving me my money back still means I don’t have a pair of Toms and if I want one, I now need to pay an extra £10 to get them.

I'm honestly disappointed after ordering and then being told told it's delayed every day for a week. I finally got my shose to be disappointed again. After only wearing them for 3 days the back of my feet our extremely sore, with redness. I'm waiting to see what the company will do to help.

Yvette was very helpful. Thanks

Toms deleted my previous review as it wasn't a "genuine experience' even though customer services had to get involved and rectify the issue. Clearly they have enough poor reviews but unfortunately for them I'll just keep writing them.

Ordered a pair of Tom's for April 22 for my wedding day it was one of the rainbow pairs they had in. The shoes didn't last 5 mins after the wedding poorly made and fell apart. What did last all this time however was the spam emails every other day from then until customer service finally removed my name off the list after I left a negative review on here. I tried what must have been over 100 times to unsubscribe but when I clicked to unsubscribe on the email it just took me to their webpage and my only option was to sign up to MORE emails not unsubscribe. Hence why I'm giving them a poor review of my ACTUAL experience of Toms shoes and their behaviour thereafter. My issue with it all is it's still creating a carbon footprint wether email or not, from a company that sells themselves as being environmentally friendly.

So here is my second negative review of a genuine experience, dealing with Toms.

Professional and quickly answered my queries

Thanks Toms! I love these shoes and the pairs I owned in the past always lasted years. When the latest pair I bought had a fault I contacted customer service and they were so helpful and easy to communicate with. They replaced my shoes no problem after I sent photos. Will stick to these shoes as they are so comfy and such good quality. Thanks again!

Toms have redeemed themselves after a bit of a frustrating experience last month. Their customer service today was excellent, problem resolved very quickly. Happy customer.

Friendly, helpful service via chat when I needed to amend an order.

Excellent customer service by Toms, especially by YH, when dealing with a few queries i had about a specific model and colour of a shoe.

Amazing customer experience and excellent quality shoes. Definitely recommend it.

Service was pleasant. Got an update on my order as requested with a delivery tracking number so can’t ask for more really.

I had an awful experience with Toms, firstly I placed the order just below £150 as the website indicate that do not exceed £150 due to brexit.
However after 3 working days of no delivery info I reached to multiple customer service. All they did was to inform me 5-7 business days delivery and I need to wait. Not bothered to check my orders at all, until today one of the customer service found out that my order is over £135 that’s why it’s not actioned. Then they changed the info on website. Firstly the website give me wrong information. Secondly the customer service is not helpful at all. Despite me waiting for so long. I was informed that they can not split the orders. More to the point there was no communication to me at all.

If I want them I need to pay 2-3 lots of delivery fee in 2-3 orders. As such a big company, I really don’t understand why do you penalise customer for liking your product?

Then I was offered discount code however it only works on one pair of shoes instead of 2. Reached to customer service again. In the end. I was told that It’s my device issue, nothing wrong with Toms. I have tried 2 laptops 1 iPad one mobile phone. Yes of course Toms is always right.

Still no solution. Their customer service rules mean you bare all of the cost.

Honestly. I would suggest you to stay away from dealing with them.

What awful services!
They are not taking any ownership of customers issues at all. All they did was to blame you, your fault!

NEVER buy from the TOMS website. I sent a return on 17th May and I'm still waiting for a refund. All their customer service can say is that it's because of Brexit.

I work for a brand that ships from the UK to the EU and we have no issues with returns, nor do we penalise our customers for our choice of warehouse location and hold onto their money for extended periods of time. How they process their returns to their warehouse should be of no concern or impact to their customers.

It takes ages to get your order delivered, I had to wait over two weeks, it turns out that the shoes were too small so had to return it, return process is awful, now my return is stuck somewhere in their Warehouse and they just don't put any efforts to find it , it's been over a month and I'm still waiting for refund, every time I've contact them they're saying they will deal with it but nothing is happening, their shoes are nice but the company customer service is a joke!!!
Update: after leaving a review on Trustpilot my refund was processed next day