TOMS (UK) Reviews 425

Totally complicated from start to finish! Delayed delivery (from Germany) complicated to return as no QR code for ease. Finally a credit note instead of refund issued.....so time consuming and frustrating. Chat agents have sorted out my issues along the way so kudos to them Also phone number never answered.

I ordered some lovely looking shoes (#TE00278805) but they were very thin shoes and didn't fit.

I tried to return via the website, but the link kept failing due to a server error.

I contacted a really helpful guy called Florentino in the customer services who was helpful and he sent me a direct link and I put through the refund request.

Two weeks pass and I call and speak to Florentino again - he's very helpful but tells me that my order is stuck at their UK distribution centre and it could be another two weeks before the shoes hit the Netherlands and I get refunded.

I appreciate he couldn't do anything else, he was great, but the service is bad - a month for a refund? That's just not good enough.

Received only 2 of the 3 items ordered and paid for. Only missing a pack of socks for £22 however its money that isnt theirs and i want back! but despite numerous emails, proof of invoice and payment and photo evidence and an hour on chat function..still no refund. Don't risk ordering anything online...they won't give your money back. Apalling customer service.Will never use again.

I spent £150 with Toms. I couldn't get the 10% off promo on my first order to work, but I thought not a problem, I will just contact them after and ask them to adjust the price.
After some difficulty understanding what I was asking, I was told that it was not possible to add the discount after and they don't do price adjustments and advised me to have a nice day.
A few years ago I had the same problem applying a promo code with a different company and they applied it after my order with no problem.
Toms are clearly able to, they just chose not to. It is fascinating they consider themselves equitable.

Very poor customer service, I returned an item almost a month ago and have not received my refund. I would not recommend making a purchase from
TOMS.

Very satisfied with the service I got, and the quality of the product!

Lysa was very friendly and helpful with purchasing my recent espadrilles.

I have placed an order (TE00265974) on 25th May and still not received it. I have sent 2 emails, called during UK working hours, tried an online chat but it's always offline once again during working hours, left messages on Twitter, Facebook and Instagram, yet no response.

UPS have claimed to make 2 delivery attempts on days I was at home but not once a card was left and they have definitely not even tried to deliver it. They then offered to send it to an access point to which I agreed and then 4 days later said they couldn't even deliver it there. Then they claimed I refused the order which I didn't and that their depot would call me which still hasn't happened. I have made about 8 phone calls to UPS for the past 5 days.

Can someone please tell me where my order is or just refund the money. How is it that there is no way of getting in touch with you'll during working hours on a weekday. I want a refund now. I do not have the patience or time to deal with UPS or your awful service.

Absolute dreadful service!
Toms could not deliver my order due to a abhorrent ordering system. I ordered my Toms in early April.
I was told by Toms customer services that it was the customers duty to inform UPS their delivery address.
After weeks of emails exchanges I was told that my refund would be processed today (3/06/2022) low and behold no refund.
This is the kicker though, I'm disabled and I also suffer from metal health issues, which I informed Toms of this. I just could do with out the added stress. Then I get an email Toms "support" mental health week! Yeah right...they must be having a laugh. I have been extremely patient throughout this whole debacle. I did inform the girl in the email exchanges that I would never order from Toms again...

A very fed up ex Toms customer!

I realised I've been a fan of TOMS for over a decade now. I was given a free copy of "Start Something That Matters" from TOMS a long time ago when getting a special Movemeber pair. Although my purchases of alpargata & slippers are sporadic, it has been consistent and 3-4 pairs of my TOMS have been around most the world now. But what stands out to me is the customer service excellence!

This, in addition to the social enterprise & profit sharing that the company stands for is why TOMS to me is such a great business

I would just like to say that I had an issue with a return with TOMS but on contacting their customer service team it was dealt with efficiently within 24 hours. As the title says - first class service.

Ordered two pairs of Toms in the size I always have,but had to return as I walked out the back of both pairs. Went to returns on website but the form insisted I lived on Christmas Island (I don’t!) Emailed for help, got an immediate acknowledgement then a day later another response with link which worked, printed label and returned. Great customer service.

Excellent customer service.
Having experienced a problem, I contacted customer support, explained the problem and immediately they organised another pair to come out to me.

Amazing service, very impressed and very grateful. Trusting and honestly dealt with damage goods and helped me to receive a new pair. Very pleased

Outstanding customer service, from start till finish, I didn’t get my delivery and they sorted it out quickly, there was constant communication as well.

Great customer service. Had an issue with a faulty pair of shoes and they sorted an immediate replacement. All done via email quickly

I am higly pleased with the professionalism of your customer service. I appreciate your attention to detail and great communication skills. Thank you for being there for your clients.
Kind regards,
Narine Binder.

Excellent Customer Service. My concerns were dealt with speedily and efficiently.

Well the delivery was shoddy. But Tom’s persevered with getting my order to me. I wear Tom’s pretty much every day all day they are comfortable and I like it that they send a pair of shoes to third world countries every time I buy.
And the people are so nice and friendly
Patsy