TOMS (UK) Reviews 425

Good service in refunding a charge for delivery when UPS messed up and delivered yo a pick up point instead of my address

Mixed experience - I ordered two pairs of shoes, one came as expected and are fine, but the other pair were completely different to what I had ordered. I flagged this up and asked to return the wrong pair in exchange for the right pair, and was sent a return label, however rather than doing a swap I have now been given a refund. I now probably won't buy the pair I originally wanted as too much hassle.

Terrible customer service/delivery. Courier didn’t bother to try and deliver, and gave inaccurate and misleading info. Toms customer service couldn’t have been less interested - kept telling me to contact the courier. No. Contract is with seller - their responsibility to put things right. A dreadful company pretending to be ethical. Ruin fall on them.

Thank you for the reply, however it doesn’t address that the delivery company gave a false address for the pick up point, which meant I had a wasted journey in addition to their not actually trying to deliver in the first place. And it’s taken three weeks for you to acknowledge this properly and only because I wrote a review on Trustpilot. I’m still awaiting a refund for goods paid for but not received. Ask yourselves - would you buy from a company that treated its customers this badly?

I recently purchased a pair of Toms but they were faulty on receipt, however the customer service team have been great and have resolved my issue by issuing me a replacement pair (not recieved yet).

Return not refunded

Returned an item two weeks ago. Still waiting on a refund. I contacted the customer service chat and they told me I had to wait another 10+ days and refused to help me further.

Very poor customer service-Won't buy Toms again

Great product, admirable values, excellent customer service, and no quibbles when there's a defect. Can't fault the company.

My experience was one of the best customer services that I have experienced in my 76 years! Prompt, polite and professional. I will certainly recommend the brand to others as they do not seem to fit me sadly.
Thank you TOMS.

Returned an item two weeks ago. Still waiting on a refund. I contacted the customer service chat and they told me I had to wait another 10+ days and refused to help me further.

Very disappointed. Thought Toms was more customer focused than this. Won't buy from them again.

Made an order with a discount. Found them to be too big. Asked for a replacement order to reflect same price and they honoured this and quickly. Very pleased.

Worst ever. Shipped wrong size and refused to rectify this issue
Wrote to customer service, most unhelpful and misleading

I had a problem with one of my trainers. I felt that it wore it out too quickly considering the amount of use it had had. Florentino was super helpful and very quickly gave me a choice of refund or replacement.

Unfortunately when my Frankie boots arrived they had a hole where the stitching had come away from the elastic.

I emailed Toms customer services who were very quick to respond. I emailed some photos of the boots as requested and within a couple of days a new pair of boots were en route to me.

Really excellent customer service from Lysa! Thank you for your help.

Recieved these boots as a christmas gift. Wore them once and cannot wear them again as they are so painful. Completley shredded the skin on the back of my heels and left me with huge blisters. Sizing is correct as I have checked sole against my other boots in the same size. The heel material has no give at all and will not soften over time, these boots are not fit for purpose. I have small narrow feet and have never experienced this kind of heel fit before.
There are a number of reviews stating the same problem.

Customer service is very unhelpful and only prepared to give a 40% refund on boots that cost £90 (10% discount) I am really dissapointed that I have gift I cannot wear or even replace with the money offered. I will never purchase from Toms again after this experience.

My Toms are my favourite shoes - I am not embarrassed to say I have more than 10 pairs. Today I spoke to Customer Service - as expected from Toms, very helpful, very easy to speak a PERSON. Making way for more Toms in my life.

Edit: I finally received a replacement order, and am currently awaiting UPS to collect the original order that was left in the rain. I have changed my rating from 1 star to 2 stars - I shouldn’t have to provide “sufficient” photos - the box was water logged and not delivered appropriately! Also, it shouldn’t take upwards of 10 emails and CC’ing the CEO email address to get a resolution for YOUR problem. Nice try Toms but you still missed the mark by a long long way! Future tip: the customer doesn’t care what you do with your courier - just fix the problem!

The customer service from this company is simply atrocious. I’ll preface this by saying I have placed several orders with Toms and never had an issue however when something goes wrong it’s clearly a case of tough luck! My order was delivered via UPS and left on my front doorstep in the pouring rain for 33 hours because we were away. There was no option to change the delivery until UPS had attempted delivery and UPS did not have authorisation to deliver without signature, but did so anyway, this should be a clear and simple fix. The shipping box and shoe boxes was water-logged being left out in the rain, uncovered for 33 hours.

Contacting TOMS customer service has been an exhausting experience. They do not take accountability for their courier companies failure. I simply asked for the order to be replaced, a very reasonable request given the circumstances of the delivery and clear evidence of UPS’ failure to deliver my order in a satisfactory quality. TOMS flat out refused to arrange a collection (“we don’t do collection”) they refused to replace my order (“we don’t replace orders”). Instead they have requested I arrange a return through their platform, and begrudgingly offered a refund. If I want the shoes that I ordered, I have to order again. This was a £130 order that I have to wait for a refund, reorder and pay £150 because the shoes no longer have the sale discount applied. The 15% discount in a future order, they eventually offer discount would still not make a new order the same price. I was further dismayed when I found that I was automatically offered a 15% discount when completing their survey - suffice to say the survey completion was scathing.

Utterly disgraceful customer service and a complete lack of care for an issue that is in no way my fault.

Florentino was really helpful and resolved the issue swiftly

Florentino was incredibly helpful on the phone when I was experiencing issues at checkout. Offered me advice, and stayed with me until the order was complete. Friendly and knowledgeable.

Always happy with the product. When I had an issue waiting for repayment for a return was very pleased that as soon as I notified TOMS it was rectified quickly.

The promotion code didn't work on either my phone or laptop. The advice from their customer as service desk was use another device, so not very helpful.

The fault was with the delivery company and not Tom's.
Swift action from Tom's and my payment was refunded.
Would use the online service again and hopefully UPS get it right this time.