TOMS (US & CA) Reviews 

Wish I had read the reviews before placing an order. I have used Tom's purchased from a retail store for many years with no issues. Decided to order a couple of pair from online store of the same size, and they fit small. When I try to return I have pay for return label with tracking, which is half the price of shoes. Not a good shopping experience at all.

Bought the cutest pair of wedge sneakers from the TOMS website. Size was good and the shoe was as advertised. It was my first order from TOMS. After wearing the sneakers a couple of times the pull tab along the back broke off on one shoe. I called to exchange them and was told since I've worn the shoe (even just 1 time) they are not able to help me at all. Seriously?! BUYER BEWARE!! They don't have any satisfaction guarantee...so, if your shoe is defective and you've worn it - your stuck with it. I wish I would've known this as I would've bought a brand that would at least guarantee their product for 30 days.

If I could give a zero I would.
I saw Toms surprise sale and decided to order TOMS for the first time. I ordered 3 shoes that are size 5 (I wear size 5 with Adidas, reebok, party heels, etc). The website keeps saying their shoes are true to size. But the shoes came 2 soooo small my feet can’t go in all the way and 1 so big I have an inch space.
So I called and asked regarding this problem. One of the customer service politely told me that she only buys her shoe in store so she could try it. Seems like she is telling me NOT to buy from TOMS website, because TOMS is the only company with this sizing problem while claiming “True to size”.
Anyway, I’ve been requesting to talk to a supervisor or manager and they were in a meeting and were still in meeting after 3 hours. The customer service told me that I will be receiving a call back but haven’t received any call back.
So....in conclusion bad customer service, bad sizing, and bad management.

Finally got a call after 54hours of business day from the manager who let me return the shoes that didn’t fit nicely.
It was a hassle but at least I won’t end up with 3 pairs of shoes that don’t fit.

I bought a UK size 4 and got a size US 6B that’s not even a US size 5 which is what I thought I’d be getting plus they look really tiny - who is making their shoes? Little shoe people? And now do I have to pay again to return their mistake? It’s already been tedious and long having to return a wrong size for my son’s shoes, I have not experienced a company that takes so long to refund, do they realise this puts a lot of people off as new or returning customers, reading other successful reviews I guess we’re the unlucky ones!! Plus on their website they state their shoes are medium wide they look very narrow, twice bitten by this company shame heard so much good about them.

I ordered toms for 1st time off their website, unfortunately I didn't know of final sale. I called later in day before my order even shipped and it was processing still not sent yet. I asked for supervisor and representative said 3 to 5 days i would get call back. By then my order would be sent that i needed canceled. Yes it was my fault for not realizing but why can't they cancel an order not sent just processing! Terrible customer service. I will NEVER order from them again.

I returned the shoes since the size isn’t correct. The return has delivered to them more than a month ago but I did not see my money got refunded. I called customer rep and asking for a refund 2 weeks ago and she said she will process it. However, I haven’t received my money yet. I’m very disappointed!

They received my return of FOUR pairs of toms October 9th!!! No refund of $200.00 and return activity says returns not eligable!! These were NOT on sale or final buy only!!

Purchased a pair of TOMS through official website. The shipping took over the week, wich was ok, i was not in rush. The shoes well made, looked nice, but unfortunately I needed size up. Soo here my nightmare stars.. its been delivered October 10, still no refund. Called customer service 3times, the lady with nice polite voice told me your money is on a way. Still no refund. Its a shame that such a big company, having poor costumer service and I guess they not doing any refunds and its all just a frought. To be fair after forth phone call TOMS finally returned my 80$. Will never purchase again, even at the store👹.

My sister used to wear her TOMS every day. She always swore they were so comfortable, but I hated how they looked and made fun of her every chance I got. When our family lost her a few months ago I took all of her shoes. I have now purchased 3 pairs of my own TOMS because they really are comfortable. Thanks for being my sister's favorite company. It feels like she is still here with me when I wear your shoes.

I asked for a return from and I am still waiting for my return. The item reached the warehouse more than 13 days ago. I called last week and said wait for this monday and we are Wednesday. I thought they have a pretty efficient system for returns so I don't have to chase you for a little more than a hundred dollars purchase. I called ago today they are starting an investigation. Why is so hard to issue a refund.

I now have bought shoes from TOMS four times and can’t wait to get more. Each pair of shoes are just lovely and well made. I have found them to all fit true to size. Shipping was fast and easy and shoes arrive neatly packed. Customer service is excellent. I keep referring friends and family to get TOMS now since I love them so much. Thanks for making such amazing shoes while being globally and community minded.

Customer service puts you on hold for 30 minutes plus. No resolution to issues. I've called 3 times and haven't been able to get a response. I was put on hold the first time for over 30 minutes, hanged up and called again and the line randomly started cutting in and out. The woman told me she'll call me back immediately and didn't until 15 min later and I missed the call. Called back and again and was put on hold for over 15 minutes. I am working full time and can't be on hold for a long period of time. They need to resolve issues quickly.

Update 2: Frankie called me and made everything right. I truly believe this is a good company with good people! Thanks TOMS!

Update: I need someone to call me.

My experience with TOMS has been nothing but disappointment. I am now on my third order because the first order I received wasn't the shoes I ordered. The second replacement order I made was somehow lost. Still unknown as to where that is. And then I was forced to wait 7 days past the delivery date just to "see if it would come." But when I went to track it there was no new delivery date, so obviously no one knew where it was. So then I made the third order which I am still waiting on. I also requested to speak with a supervisor because this process has been wildly unprofessional. And when I missed the call and requested him to call me back he said he would call me back that same day and guess what, he didn't. My original order date was September 30th and it is now October 21st and I still do not have the shoes I ordered. All I want is for someone in higher management to have the decency to talk to me and figure out how to make this better.

I just received my order today. I ordered 2 pair of shoes for my granddaughter. One pair look like they had been worn before, possibly a returned item. The tag wasn't attached to the shoe like the other pair, it was placed in the bottom of one of the shoes. The paper in the box was ripped. I didn't make this purchase to receive used shoes, or at least they should have been inspected before mailing them out to a customer. Very Disappointed.

Your service not good enough..

I ordered shoes over a week ago and when I check the status they say processing I guess they need to process for a long time. This company is a joke like really you are known for giving a pair of shoes every time one pair is purchased. What about the people purchasing when do we get our shoes? I will never purchase another pair of toms.

Shoes are very pretty but sizes are not standard. I am size 10 , bought 2 pairs one fit the other one two small.

Return cost is something I though does not exist anymore !

Complete rip off! I ordered shoes with free postage. It says on the website if you are between shoe sizes to order the smaller size as they will stretch. I ordered my usual size but can’t even get them on my feet they are so tight. Went online to organise a return, only to find out it will cost almost £7 to return them! Nowhere does it tell you this when ordering. Will never buy Toms again.

Ordered UK size 7, my feet were measured last year as UK 7.5. They are way to big, their sizing is wrong! Anyway I thought I'd change them for a size 6, then found it was going to cost me £6 to send the oversized ones back. I'm sorry guys but you've lost a sale, no way I'm going to buy the size 6 now after being ripped off for the return postage when I ordered the correct size but suffered due to your weird sizing.