TOMS (UK) Reviews 425

Great customer service. I bought some boots which did not fit me sadly, return took a while as the boots had to be sent back to the Netherlands, but I was kept up to date throughout the process. The return was processed as store credit, so I got in touch with Toms and explained that I needed a refund rather than store credit and they sorted this for me within minutes after speaking to Florentino J on the online chat. They were extremely helpful and professional. Thank you for your help.

Send in a fault report on line and got a email follow up within a day. Provided more information/photos and a replacement pair was then confirmed and dispatched the following day. What is there not to like? Thank you Florentino and Tom's!

Helpful customer service and prompt response.

Ordered some Toms (order number TE00227555), sizing was wrong (too big) so sent back after speaking to customer services. Was told I’d get a refund within 72 hours. Two weeks later still no response. No willing to speak to me or take responsibility. Shocking customer service. Why would anyone shop here again?!

Florentino from customer services was amazing - Tom's very much less so!!

It took nearly two months for my refund to be issued and even only partially and as a store credit. Luckily Florentino was able to assist and had the correct refund processed and issued to my bank account - Florentino you are a superstar!

Quick response. And they actually read my question, something some other companies do not.

I returned a pair of boots as they didn’t fit (nothing wrong with the boots themselves) and a month later I am still waiting for a refund of £90 - not a small amount of money!! I have chased this up with the support desk twice now and still no sign of it. I would expect so much better from such a well known brand. I would advise ordering from other stockists if you’re looking to purchase online….

Absolutely abysmal customer service. UPS kept claiming to have tried to deliver, no cards left, nothing on cameras. No way of talking to UPS without the number on the cards they weren't leaving. Toms were completely and utterly unhelpful. All they could say was that they'd refund me when the delivery returned to their warehouse. No interest, no apologies, no nothing, including a refund over 3 weeks after the order. Never going near them again.

UPDATE - Toms as good as their word, subject to the refund arriving. Their further contact included a genuine apology and an admission that they should have sorted out UPS before. Still won't buy again, but this last experience was positive anyway.

Love the shoes but they need to sort out their sizing. I've had to send shoes back twice to get the right size. When I spoke to customer service they insisted that their sizing is true to size but they are way too big. If you're in the UK use their US sizing instead.

Really comfortable and stylish ankle boots.
Great quality too.
Definitely buying again

I had a problem with a pair of flip-flops that had unexpectedly developed a tear after only a few months use. Upon notification to Toms with photographic evidence, the item was quickly reviewed and a replacement pair dispatched. I can only praise the Toms Customer Care experience.

Great shoes, comfortable, easy to wear. Great companies ethos and superb customer service.

I bought a pair of Black Toms Frankie Boots for my daughter’s birthday just before Christmas. She desperately wanted a pair but unfortunately I had to return them as they were too narrow.
I have to say that I cannot fault my experience of the returns process. Toms were extremely professional, courteous and fair. I even got my original postage & packing back on my purchase. Thank you so much.

Returned 2 items as they were excessively large. 1 was some size 12s that had about 3cm extra past my toes. Note there is no exchange procedure, only return for refund then purchase again, paying even more postage. Dropped the parcel off at post office, i was given tracking information which i checked a few days later, it looks like the item arrived with them the next day. No refund given. When i spoke to an advisor via chat, they said it hadn't arrived at their warehouse. I showed them the tracking, was given some excuse that its arrived at a sorting hub, not their warehouse. I was then given a link by them to show progress, this link also proved it had arrived "Your product arrived at our warehouse and is being inspected." They then told me it had still not arrived, even though the link they provided said it had. I was then sent a link to their refund procedure pointing out that refunds take upto 10 days. So i can only assume they are holding the money as 10 days has not passed. Would not recommend their customer service, pathetic.

EDIT 2:

Someone from their quality assurance team reached out to me and apologized. The whole point of this is just to give them feedback that they could improve their delivery process, even though it's handled by another party, it is TOMS' responsibility that the customer got a positive experience in the entire chain because the company chose that particular shipping company to deliver the parcels. Anyhow, they gave me a 25% off coupon. So, I appreciate their gesture and hence updated the star from 1 to 3.

EDIT:

To respond to the reply made by TOMS UK, my whole point of this review and my complaint to them is so that they're aware that there's a better way of doing delivery to their customers. They clearly didn't get that message across. Anyway, the email on the 19th of Jan from Gustavo Silva L. is basically saying if I missed the package (which I had no idea that I missed it because I never got any notifications whatsoever) I had to pick it up somewhere, something that was not informed to me at any point in time since the moment that I made the purchase. This is the email: "Dear Sten,

Thank you for contacting TOMS.

We sent you the confirmation with the tracking number, so you can follow your package. If you missed the delivery you must pick it up at the access point.

Thank you for supporting TOMS in building a more equitable tomorrow."

Stop trying to cover your mess and be defensive. If you f***ed at the very least admit it and be willing to improve your processes. Geez, leave your pride behind.

Original review:
To clarify, I love TOMS shoes and have been a supporter since 2010. However, my recent purchase really disappointed me. It is because of the way the customer representative named Gustavo Silva L. handled my issue. Basically, I didn't know that the courier has tried to delivered the package to me and they actually left it at a drop-point and gave me a deadline to pick it up by a certain date. There was no email notification saying "sorry, we missed you and here's what you need to do next" or any information in regard to that that is made known to me. No updates, nothing. And as a customer, I expressed my dissatisfaction and gave them feedback saying there should have been some kind of notification to help the customer. Mr. Silva was not sympathetic and coldly said that it's my responsibility to keep checking and figure this out. And every reply that I gave him and trying to tell him I am just suggesting, he is always defensive and proud. This is a shame, I think if you're in customer service you need to be at the very least has an ounce of empathy, something that he clearly needs to acquire more. Instead, he added a copy-and-paste response and said that it's my own fault that I wasn't aware or informed about the process. Now that's just great. That should be the last purchase I make with TOMS.

I had to return shoes as they were too small, returns process was straight forward and I got info by return.
Very good service

I am very pleased to say that the pair of shoes I ordered was small and the whole returning procedure was very easy and quick. I was getting confirmation email in every step of my parcel from Toms. I am very happy with the costumer service and I will definitely choose to buy shoes from Toms again.

Customer service advisor via online was excellent

Terrible customer service. Received the wrong sized slippers in the box. I had to return them and due to them not doing a replacement service for their error I had to reorder them and pay a delivery charge for the pleasure.
I am still waiting for a refund for over a month. They actually received them back on the 7th December and still no refund. Communication has been sent and told to wait until the 21st December for my refund. No refund and it is now the 21st December. Such a shame that I am out of pocket for their error. I won’t be ordering again from them.
21/12/21 Evening, I can confirm I have received my refund and they have now offered to refund me for the delivery costs on the replacement order. This will take up to 3days to be processed.