TOMS (US & CA) Reviews 264

Bought 2 pairs of shoes, one pair was 2 sizes too small and other pair had already been worn outside.

No bueno. Adults sizes are too small, youth sizes too big... you have to pay for your own return shipping just because their own sizing is inaccurate. No point to buy from here.i would like to update with a photo but I don't see attachment area

I received 2 different size shoes but didn't realize it until I was getting ready and wore them from bathroom to living room. Tom's won't let me return them because I "wore" them. What am I supposed to do with 2 different size shoes? Bad business Toms.

I bought boots half a size smaller than my usual shoe size after reading the suggestion on TOMS website. The boots came in and are too small!! I called customer service to get a free return (something they don’t offer to their Canadian customers, just so you know) and they told me I'd have to pay for my own shipping back which was upsetting (and close to $30). They told me I should’ve checked their size chart before ordering. Why do they add info about buying smaller if you have to double check with the shoe size anyways??? I won't buy from Toms again.

I ordered a pair of Mallows in a final sale which should have been fine. I wear size 10 always without question. These are so big they are at the least a size 11. Calling Toms they said no returns. Even a credit would have been nice. Now I'm out $12.97. They definitely do not run true to size!

Refund received.

Why does it take up to 14 business days to process a refund? That is insane! They received the shoes 10 days ago and have probably already resold them; I am out shoes AND money. I was going to use the refund to buy another pair - I got a pair for Christmas but wrong size - now there's no way I'm going to give Toms money. I am extremely disappointed!

Tom's had been the worst experience I had with ordering shoes and the customer service. I got the wrong shoe, well I got someone else's order. Then the customer service blamed me for ordering a sale item that can not be replaced. They claimed to process my return but 72h nothing happened. No email back with return information nothing. But customer service said its all in process and could care less. So unprofessional, unbelievable bad service for a company who claims doing so much good in the world. I will never buy a Tom's Shoe again.

My order was sent to an old address, even though I had updated it on the website. My shoes were sent there, even though I contacted Tom's customer service as soon as I received an email showing they were going to the wrong address. They said they couldn't help me and I would have to wait until they were delivered to the wrong address. I was told the only one that could help me would be calling UPS. UPS said it was up to the seller to take care of it. I called for the 3rd time today and supposedly I will be receiving a refund. I won't be ordering from them again.

I fell in love with a pair of black cat TOMS and decided to place an order. In order to get free shipping, I actually added another pairs of shoes. I read over the sizing chart, and confirmed that nothing has changed since the last time I bought their shoes, and actually read the crochet TOMS (what was in my closet) fit tighter than their standard ones (which is what I was ordering). Using the shoes in my closet as reference, I ordered the 2 pairs. They took longer than expected to arrive and when they did, I couldn’t even get my foot inside either of the shoes.
My only option was to return both pairs, but after reading their return policy more carefully, I was apalled to find out that the cost of the returns was at my own expense, because there’s no such thing as TOMS stores within Canada. My order was $124, and the cost to return was $32. I figured that the $32 loss was less than I would lose selling the shoes myself, and I was about to leave for vacation, so I packaged and mailed them out. It took a long time for them to process my return, even though I could see on the tracking number that the shoes were in their warehouse. When they finally processed the return, both pairs were processed at the exact same time (they were in the same box) but I have now only received credit for one pair of shoes. With a partial credit, and the cost of shipping, it has now cost me over $70 to have absolutely nothing in return.
I would not recommend doing business with TOMS the company, but if you absolutely need to have their shoes, I would purchase them in person from an authorized retailer with half-decent customer service, and the ability to process returns.
Usually, I do not recommend purchasing footwear online without the ability to try it on, but I figured that because I already had TOMS in my closet, that I was safe to order a brand I was familiar with. They are not consistently sized and I quite literally paid the price for my assumption. Don’t make the same mistake I did.

No refunds, huge amount of problems with ordering and delivery, the same goes for service. Extremely disappointed and do not recommend it to anyone!

The people who work for TOMS are miserable, insufferable, mean human beings. I simply wanted to change my shipping address seconds after the order was placed. Because of a recent move, I have done this a few times with orders (Amazon, Overstock, Home Depot, Etsy) with ZERO issue. Not with TOMS. Seconds after the order was placed and I realized the address was not updated, I called. The customer service rep treated me as if I was a child. She explained that "I need to figure this out prior to the order being placed or wait until I receive the tracking number." Well, considering I do not have a time machine, I had to wait for the email. I received it today, immediately contacting UPS. They told me the tracking number is new and the order is being prepared, so I should contact the merchant. Again, I did...but via chat this time. Kyleasha barely responded to my questions and, when she did, was rude and condescending.

I have bought TOMS for years--since the company was founded. Not sure why the workers are miserable and mad at the world...but here they are. Maybe this "ethical" company is not so ethical with their staff? Anyways, last time I purchase anything from them. Asinine.

I accidentally ordered using my old address (which was saved because I'd ordered from TOMS before) and *immediately* tried to change it, but found out that it's totally impossible. You can't change it on their website, you can't cancel the order. I placed the order on a weekend, but contacted customer service basically as soon as they opened the next week, and even though the order hadn't been shipped yet, they told me there was nothing they could do, and I should contact UPS. I checked the UPS website and contacted UPS customer service, but UPS couldn't change the delivery address because of the type of service TOMS uses. The TOMS customer service agent then told me to wait until I get a notification that the package has been delivered, and then they'll be able to help. Why use such an inflexible system? I've never run into this problem with any other online seller, and I can't believe they choose to use a shipping system that doesn't allow customers to correct a simple mistake. There's another review here from someone who had exactly the same problem, so I'm hoping that TOMS will see my review and solve it for me, too!

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EDIT: After dealing with the issues described above, I did contact customer service again after the package was delivered to my old address, and at that point they quickly refunded my money. I appreciate the refund, but I still spent quite a bit of time dealing with their customer service and ended up with nothing to show for it (I just got my money refunded, after wasting quite a bit of time), while they lost a couple pairs of shoes. I'm sure they've done their cost/benefit analysis, but to me it just seems like it would obviously be better for them to allow corrections to an order *before* it's shipped, rather than to ship the order to the incorrect address and then refund the money later. And if they know that UPS can't change the delivery address because of the shipping method, they shouldn't tell their customers to contact UPS and then apologize later because UPS can't help them. It's just a very customer-unfriendly way to run a company. If the customer contacts you before the order is shipped and tries to correct the address, just change the address or cancel the order! Don't leave them in suspense.

I have ordered shoes twice in a past month and the order says it went through. Then I go back on my account and it says my items are still there. Guess I'm not able to order anymore.

Returned a pair of shoes 3 weeks ago, and although they have received, am STILL waiting for refund. They are full of excuses about Brexit etc, but suffice it to say, this is appalling service.

As for the shoes, first pair I had after a few dozen wearings started gaping and thus became almost a size bigger. The second pair broke at side after same amount of time.

So all in all, void this lot for quality and service.

Beware Toms does not offer free return! Also they have no stores in Canada that you can return instore. I'm from Toronto and if I wanted to return my 2 pairs of shoes, I would have to pay $30 as you need to ship them to BC. When I called there was nothing that they could do for me and a manager was suppose to return my call but did not. I would never ever buy from this company again!!!

Return Policy
I ordered two pairs of TOMS (Canada) and needed to return one due to a sizing issue. Had to pay and cover the expenses of shipping the shoes back to them (almost $30 CND without insurance and tracking). Was told by the agent that they cannot do anything about this, as it was in their FAQs (in which I politely said that return policy should be clearly informed before you hit "purchase").
The agent was unwilling to give me any help. Informed the agent that I have dealt with other online purchases from different companies (both Canadian and American) and a packing slip for the return was provided by the said company. The agent then offered a $10 credit, which I felt was adding insult as I feel I am paying them for shoes they can resell?! (and charge shipping fees to send to the next customer).

Absolutely horrible service. Wish I read these reviews beforehand.
I am waiting for a call back from a manager in hopes to have a better solution provided.

I never received my shoes, the post office sent them back to TOMS, but I was told that I would have to wait 7-10 business days after they received them at the warehouse and then I would need to reorder them (at a higher price since the original order had a promo code) and repay for them. Chatted with an agent who was condescending and then didn’t send a code he said he would. I didn’t return them the post office did so why put that burden on the customer? I don’t understand why they wouldn’t ship out new pairs and don’t issue a refund, issue a replacement. The shoes were never in my possession! Even if I did reorder after being issued the refund in total it would be 6 weeks from the time of my original order by the time the refund and new order were placed. I really liked TOMS but after this no thank you, they’ve lost a family of customers!

I ordered 2 pairs of Tom!s boots
I have had a pair before this and ordered according to the previous size
When my 2 new pairs came they were 1 inch shorter although both were suppose to be 71/2.
I have been in touch h with customer service twice hoping they would pay for my return shipping as this was not my fault.
They have refused !!!
I will nit be a returning customer 🤨