TOMS (US & CA) Reviews 264

They don't even deserve a one star, the quality of your crappy shoes are like paper. I could barely slip the shoes on when they should just be regular slip ons. In the process of trying to get them on they pinched the skin on my foot and caused a HUGE bruise. Screw this company, their shoes are straight trash and I will NEVER order from them again. Should of just kept getting my Skechers bobs, WAY better shoe company! DON'T waste your money at TOMS, I had a feeling I shouldn't have when I did and I was right !

Where to begin. This was such an awful and aggravating experience. Do not order from them. I ordered from tom’s to have a pair before I left on a trip (one month long). I ordered 2 weeks before, and was told it would take 2-4 business days for delivery. I said ok, that’s good. Enough time to try them on and if they don’t fit it’s no problem, I would just return them and buy a bigger pair.

Toms made a mistake in delivery (as per Canada post website) and now the delivery is expected to happen AFTER I leave.

since I’m leaving and need new shoes for my trip, I decided I’d go shopping elsewhere. I called toms to ask for cancellation, in which they said they can’t cancel, but if i want my order earlier I should call Canada post and ask them to speed up the process!!! The audacity.

It gets worse though - I was told my return window is 2 weeks after I receive them. While I’m on vacation! I said that this was absolutely absurd and I needed an extension.

The lady on the phone told me “we can try and request it but I can’t guarantee it”. She also said I would need to PAY for my return.

So all this to say; they lie about delivery dates, they tell you to call the shipping company instead of them doing their jobs, they don’t care if shipping is delayed - your return window is not, they will charge you to return their items, odds are they won’t even refund you after you return them.

Avoid. Avoid. Avoid. Avoid.

Just okay. nothing great. cheap.
Equivalent goods.

I bought the Cleo boot (black) in my size at the end of the Fall season in 2020. I have only worn them for less than 2 seasons and the stitching quickly ripped and the front flap of material has now detached.

I returned items from an online order and I had to call customer service twice for them to process my refund. If a company gives you a hard time refunding your money after a proper return of ordered items, it makes you feel like your being duped. I am not going to order shoes from this company again. Other companies have mastered the return process. This company better step up. Their return process sucks to say the least

I ordered a pair of shoes, my daughter-in-law wanted for Christmas, only to receive an email of the copy of the order without having the number of where it is suppose to be delivered. Upon contacting customer service, I was told just to order another pair and wait until it is figured out it cannot be sent and it is returned. Then you will refund me my money. This does not help me for Christmas, nor make me feel that it won't happen again. This is not how you run a business.

Made my first order and it was cancelled. No one bothered to tell me why. They’re not out of stock on the website either so I guess they just didn’t want my business.

Edit: The email says the order is cancelled but doesn’t say why. It is not helpful.

One more edit: They lied… again. Nobody bothered to reach out. My rating remains the same.

Just okay. nothing great.

I love Toms!! So comfortable and cute. They’re the perfect work shoe! Had an issue with an order which was resolved super quickly by Toms Support on Twitter 🥰 Will definitely be buying again!

I live near the flagship store and not only do I love the philosophy that they project into the Venice neighborhood...(the idea of giving back), but their staff and energy at the Abbot Kinney store is a true reflection of people who care... I was walking past post the pandemic and they were not quite yet open and I went up hoping to order and buy a coffee as I used to be a regular there and they made a decision on the spot that even though they weren't open they would just make me a coffee... They were just there with stuff prepping for their reopening and they totally didn't have to take the time to do that but it was so sweet and thoughtful and unexpected and I think these are the things that reflect a company that cares about passing goodness on.

If I could rate 0, I would. Worst customer service and worst company. I ordered shoes and paid an extra $14.99 shipping charges for expedited shipping. At the time of paying it said the delivery date to be July 28 2021. Today is 30 July 2021 and it has yet not been shipped. I called the customer service and the agent was rude. She kept me on mute hoping that I would hang the call. And just kept on speaking and asked me to check UPS website for their business hours. She said it was my fault that I placed an order on a Sunday. And said she cannot cancel. The order has still not been picked up and she said even if I return they won’t refund the $14.99 I paid for expedited shipping. It is totally unethical the way they are taking money from customers. This is was my last TOMS purchase and I encourage people to not waste money on them.

Horrible consideration for Canadian customer! Ordered from Toms.com
Ordered first time from them online in 5.5, their website states sizing is supposed to true to size or to order smaller if in doubt. I have other shoes from them in 5.5 and they fit perfectly! I had to return the pair and pay $20 out of pocket because they don’t offer free returns from Canada. I only ordered from the site knowing returns won’t be free because I trusted a “reputable” company that sizing would be true. The shoes were way too small. When I asked for at least a store credit for what I lost in return shipping they rigidly refused. I guess they don’t care about losing customers, so be it.

Terrible experience! I ordered 10 pairs of shoes( this was my first time ordering from them) recieved my order yesterday took al the shoes out realized I had two pairs of the same slipper and was missing a pair of shoes. When I called customer service the lady acted like I was I was lying…( the shoes that I was missing were cheaper than the ones I got 2 pairs of). Then was told they are out of stock. They weren’t out of stock when I ordered them! Did not say sorry for the inconvenience or anything. Will not be ordering from this company again!! Terrible customer service!

Toms site says they provide a refund if product is received back within 30 days of ordering, but what happens if shoes are sent back afterwards (like 34 days later?) Is there anyone out there that can explain the full policy? This is incredibly frustrating!!!! Why would I ever order from Toms again when there are soo many better options online?

Absolutely horrible customer experience. I had made a purchase 3 days ago (on a Saturday) and when I received my confirmation email I saw that an old shopping address defaulted to the shipping address used, when I had inputted my correct shipping address. I immediately reached out to the company to get the address changed and ultimately I just wanted to cancel my order and got no response. I called on Monday to get help and I was told they couldn’t cancel and I would have to wait to get the product and then I can return it. HOW CAN I RETURN SOMETHING THAT’S GOING TO THE WRONG ADDRESS?? I called several time to try and resolve this issue, but all representatives were pitiful and offered no help. I worked as a customer representative and have learned the functionings of the role. I know my requests could have been fulfilled, because I have offered the correct help in my previous position. The company has no care toward their customers and now I have no care in showing support to them. They do not deserve the B Corp certification as they clearly do not hold themselves to a standard to better society and help their customers.

On top of all of the issues caused by TOMS, they have done absolutely nothing to remedy the inconvenience they have caused. And they are still not helping even after this has been posted. NEVER BUY FROM THIS COMPANY.

To add on to this, I spoke with a representative before posting this review two days ago who said would have a supervisor reach out to me within 24-48 hours, as I had requested to speak to one. I have heard nothing from the company and these occurrences are truly showing their weaknesses.

Customer support is the face of the company besides the product, and if they’re not doing an adequate job, the company surely won’t survive in the long run.

Horrible experience! The Cloudbound soles are terrible, after two months of light use they are deteriorating and are completely misshapen, I'll be surprised if they last till the end of summer. Customer service gave me an email address for warranty issues that I couldn't find publicly available anywhere. Emailed there with pictures, they answered that if it's been less than 30 days from the date of purchase I should send them the order number and somebody would look into it. It's been more than 30 days, so I guess that's that. The email included a link to rate their customer service that was broken, so you're unable to do that too. Lesson learned, never wasting any more money on Toms.

Ordered a pair back in April and returned them right after trying them on since their quality seemed really bad compared to my older toms. Why I am dinging them for 1 star is that I still have not received my refund 3 months later and they keep promising its coming soon over and over again by online chat/twitter/phonecalls but I am still missing my money! I wish they had physical store locations this could have all been avoided.

****After posting this review TOMS contacted me and I got my shoes!!!****

Horrible customer service, rude and sarcastic. I ordered a pair of shoes and tried to enter my new address, well needless to say the address did not save . I did not realize it until I hit submit payment and saw it defaulted to my old address. I immediately called customer service and I was told sorry there’s nothing they could do and basically I’m out of luck. How can they not change a shipping address?

Toms return policy is absolutely terrible & very difficult to use. There advertisement of “free returns” is false. They have a charge of a 25% restocking fee plus they assume every household has a printer which I do not & live in a rural area. I chose to donate my shoes which did not fit. I have 1 question to ask why do you not include the return label with the shoes so the customer does not have extra charges just to get the shoes returned!

Your customer service is terrible and I am going to put this everywhere. Twice now I have asked for help on an existing order they just either don't come back or hang up. Not cool. I don't have time for this.