TOMS (US & CA) Reviews 

Ordered shoes to take as a gift to my son who lives far away. Paid for expedited shipping to make sure to get my package. The package was delivered a day late so I did not get to take it with me. I asked for a refund of the differential in shipping costs and they said no but I could have a small credit on my next order! Nice self serving offer. Um no thanks, there will not be a next ordered from this family of 5 Tom’s former customers.

I ordered a pair of shoes on a Sunday. As soon as I placed the order, I realized the address I submitted for delivery had autocorrected to an incorrect address. Immediately, I sent a message letting TOMS know. I assumed that because I a.) sent the message right away and b.) sent the message on a weekend before the order was even processed, TOMS would be able to help me change the address. This was not the case.

I sent out another message first thing on Monday and then initiated a chat with a customer service representative. During this conversation, I learned that because the order had already been placed (not processed, mind you, but placed), TOMS would not help me to change the address label. This was frustrating given how quickly I'd reached out to notify TOMS of the mistake, coupled with the fact that the shoes had not even left the building yet. The representative told me to contact USPS directly and see if they could help. It was 9:00 a.m. PST on a Monday and I'd already sent TOMS two messages and had one chat. It became clear that this would be no easy fix (though it certainly seemed like it should be) and in searching for a solution, I was going to have to give up a lot more time.

On my own, I found the contact information for USPS and sent them a message explaining the problem. By Tuesday morning, I had a response from them letting me know that because of the type of delivery service being used, there was nothing they could do from their end and in fact TOMS was requesting that I contact them directly to address the situation.

Once again, I reached out to TOMS and had another chat with a customer service representative. This second chat sounded eerily similar to my first chat and it was apparent everyone was using a script. I explained everything I'd been through so far and how the USPS had said there was nothing they could do on their end. I didn't really feel like I was asking for much — I just wanted my shoes delivered to the correct address. Alas, this representative informed me that there was nothing TOMS would do and I should — wait for it — contact USPS to see if they could help. I reminded the representative that I had already spoken to USPS, who also said they would do nothing to help, and I now felt like I was lost in a perpetual loop of not being helped by anyone. The representative said sorry, nothing we can do. I then asked if I could cancel the order entirely and was informed that it was too late for that as an option too.

I contacted USPS for a second time, explained the entire saga again, and was told again that because of the type of shipping service being used, their hands were tied.

At this point I'd gone through so much back-and-forth that I didn't even want the shoes anymore. I reached out to TOMS again and this time, I was informed that I could have my mail redirected through USPS — a service that would cost $14 plus shipping. I'd already paid TOMS once for shipping. Basically I was told that if I wanted me shoes to arrive at the correct address, an address I'd informed TOMS of IMMEDIATELY after placing my order and long before anything was processed on their end, I would need to pay an additional $20, approximately. This was not a solution.

In the end, I ended up having to coordinate with the people at the address where my package was being sent to let them know that something was mistakenly being sent to them on my behalf. I feel lucky that they were so helpful to me (at last, someone was helpful!) and held onto the package for me and let me come pick it up a few days after it arrived. At that point I had very little interest in even wearing these shoes since it had been such an ordeal to receive them, but at least they were finally in my hands.

Five messages to TOMs, two chats with customer service representatives, two messages to USPS, and two phone calls to the business where my shoes were ultimately sent is what it took for me to make sure I received my shoes. What a frustrating customer service experience.

I bought my son a pair of shoes from your Sesame Street range but sadly there was a design flaw on the left shoe which meant the shoe kept falling off. I contacted Toms regarding this and asked for an exchange as I felt this would likely happen with a replacement pair. I was refused this request but was assured that this wouldn’t happen with another pair of the same shoes and received a brand new pair in the post a few days later. Sadly, the same thing happened again. I contacted Tom’s to ask for a refund but have had my last three emails ignored. I’m now £30 out of pocket with a very sad toddler. Appalling service.

I second the previous review about returns. It cost me 1/3 of the shoe price to return my shoes. Then only a 30 day return frame - what a shame! I generally love Toms and what they stand for, but this kind of return policy is unethical! Sorry Toms - you could do better.

Awful customer service. If your item doesn't fit you have to pay to return and have no option to exchange online or in store. They take weeks to reply to emails and by that time you've passed the 30 days you need to return, so can't return. Will never buy from again - will have to sell the shoes that don't fit on ebay...

Utterly disgusting company, would not refund item and had to escalate via PayPal and still have to pay to return faulty items at my own cost to another country! Avoid at all costs

The most stressful and frustrating few weeks trying to communicate with someone to exchange my faulty shoes. You can only speak with a middle man who does not make the decisions.

I have become so annoyed I just wanted to send them back in the end and get a refund. They agreed that the product was faulty and offered me a refund of 20% credit after weeks of me contacting them.

I obviously declined this and demanded a full refund. Eventually, after quoting their own policies and hassling them they emailed me details to return the item with full refund and paid for postage.

Terrible customer service! I ordered several pairs of shoes as a gift. I have to return them for a larger size but only received partial payment after the return! The website says FREE RETURNS but the shipping was discounted from my refund! I've emailed and called - NO RESPONSE! I'm done with TOMS and I recommend you stay away too!

Horrible experience with purchasing from Toms online. I returned some items and although they received the shoes back, they would not process my refunds or answer my emails and phone calls.

I do not normally write many online reviews however after seeing some of the other reviews that have been left lately, I felt I needed to in this case.

I ordered a pair of shoes online from TOMS two weeks before Christmas that were to be a present. The order was packed and shipped the next day. Unfortunately, there was a mess up with Australia Post and the shoes were returned to sender (TOMS) before they got to me.

Given that Christmas was now only a week away I gave TOMS a call and spoke with Dianna to explain the situation. Dianna was so apologetic on the whole situation and explained they had been having several issues with Australia Post recently. She then helped me come to an alternative solution and advised that the quickest and most guaranteed way that I would get another pair of the shoes before Christmas would be to visit a physical store. Given I am based in Brisbane and there are no TOMS stores up here, I organised for my sister (who lives in Melbourne) to pick up a pair. Dianna got straight on to the store in Melbourne and asked for a pair of the shoes be put aside for me.

Once the original pair of shoes arrived back to TOMS head office I received a refund straight away and had the second pair wrapped and ready to go Christmas day.

Now following Christmas, the service from Dianna has not stopped there. I received a follow up call from her today ensuring I had received the refund from the original pair and checked in to see everything was sorted.

I am unsure why or how other people here seem to have had a completely different experience to me, however I could not recommend buying and dealing with TOMS customer service more!! I will definitely be a returning customer.

What a horrible horrible 100x horrible customer service!!!!!!!!!!!!!!! I am not shopping from this horrible website ever again!!!! I emailed them to ask how I can exchange the shoes I've purchased because I needed a bigger size. Tried calling them more than 5x and I was on hold for more than 30 minutes. Nobody picked up! So i emailed them and I they emailed me back saying that they will contact me soon regarding my order. They never did! so I decided to return the shoes and I never got an email or a call confirming the return. And you can never speak to a person at all when you call them!!!!! Horrible!!! Never again am I getting anything from this website ever again! Such a stressful ripoff!!!

TOMS has the worst customer service I have personally experience. I lost all my shoes in the camp fire and tried to purchase a couple pairs of shoes. They lost my package and when I tried to call the customer service line, immediately you get the CEO that says TOMS is always there for you and wants to give to children in need. It's more like take your money, not give you anything and then maybe I'll give someone shoes in need. I was on wait for over 2 hours and never got someone. i sent 4 emails and never got a response and then wrote to them on twitter to help me get my package and they just deleted what I wrote to them on twitter. I will never buy shoes with TOMS again. GO Vans! Vans will actually give you free shoes if you are actually in need of them.

Absolutely horrible!! Believe the reviews! You can NOT talk to a human to initiate a return. I have sent five emails, tried online chat three times, called and held for over thirty minutes countless times. The order number in my packing slip is invalid according to their website. Absolutely horrible customer service. I doubt they give free shoes. I think the whole company is an awful scam. You can’t treat paying customers like this and claim that you’re interested in helping others or devoted to social causes?

Abysmal customer service! Never again! I had them intercept an order because I didn’t want it after a bad customer service experience. The email telling me that the package was intercepted was on 11/26. They received it back on 11/29. Still no tefund as of today 12/11. I called and after 30 min on hold (after multiple unanswered emails) was told that the refund hasn’t been processed yet. According to the rep, it will take another 7-10 days for them to process it and then a week to 10 days for it to clear!!! That is $400 that I won’t be seeing anytime soon! Their hold when you call is ALWAYS upward of 30 min! Absolutely horrible! Where is the value to their customers?

Absolutely horrible service. They do not pick up the phone, do not respond to the emails, online chat does not work. They also do not respond to messages on Twitter or Facebook, name another company who does a worse job in customer service than TOMS? I doubt it. Do not buy from them if they don't even respect you as a customer.

As a customer, I am expected to receive my package after placing an order and being charged for it. I received an shipping confirmation email with the expected date of delivery of my package. Unable to receive the package weeks after so I reached out to Toms customer service. The first time, I was told that the tracking number was wrong and they provided me with another tracking number. I waited and no package received and later to find out the 2nd tracking number belonged to someone else. The second time i reached out to TOMS customer service, I was advised to contact UPS. I called and UPS said my package was canceled and they do not know why so I have to contact TOMS. After contacting TOMS again, I was told that the order was canceled but not sure to why. I was told my order will be refunded within 7-10 days and hopefully they will.

Dont order from these

Place an order

Didnt arrive

Called up tried to cancel but they said u have 30 mins after the purchase to make a cancel.

Hahahahha foriegn call centre

Avoid these they are totally crap

I ordered some shoes which I wanted to return. You have to pay for return postage!! When I enquired with customer service they said I should go to a physical store to try on the styles, then order online in the correct size. Are they having a laugh?! Why not buy them in the shop? Toms you need to do better.

You have to pay for returns!
What kind of company does this in this day and age? I mean, seriously. I carefully checked the sizes I needed before ordering (using their size guide on their website) and both pairs don't fit. Wont be ordering from this company again!

comfortable for a person who doesn't wear heeled shoes often like myself. They have lasted me forever, I would certainly buy them again.