TOAST Reviews 489

Worked here for a bit. When I raised a complaint about a manager I was hit with a SH complaint from nowhere. Was never upheld but agreed to a pay offer to leave after that. Malicious allegations activate institutional protective measures to induce instrumental harm even to those who are not at fault.

As a long-standing customer of toast I am somewhat dismayed by the current customer service and delivery situation.
Despite the hefty cost of postage to Europe, delivery times are glacial, taking considerably longer than other firms using DHL from the UK. Why??
I had just accepted the fact, to be honest..the simple reason being that returns and refunds had, up to this point, been efficient.
Alas, this no longer appears to be the case.
A recent order took in excess of two weeks to reach me in Greece..twice the normal time. This may, or may not have been affected by external factors...but the return reached your premises promptly..the refund however, has not gone through .. the efficient procedure I had become accustomed to, seems to no longer apply. On all other occasions, refunds have been issued within 3 days of dispatch, making up for this lame state of affairs.
Disappointed, I called to enquire as to the whereabout of my refund within the system, only to be brusquely informed that the item had been received but the refund would take up to ten days to be issued...due to the heavy volume of returns from the sale.
I do not recall any sale occurring recently, but as a customer of some twenty years I have returned many sale items, never experiencing any delays.
Considering the lengthy delivery times, I find this unacceptable. If the whole process requires what will end up being a month, I have no intention of making further purchases online from toast. I love your clothing. I have spent literally thousands over the years on your beautiful, timeless designs. Your stores have also offered a wonderful shopping experience when I have had the opportunity to visit the UK. They are now the only route I desire to take when purchasing items from your collections.
I am saddened by this state of affairs but feel your foreign customers deserve better. Call it the end of an era..call it anything you like. This is not the way I wish to shop. We have reached the end of this line.

xxxxxxxxxxxxxxxxxxxxxxx

16 October

The following day...

In response to your good will gesture

I appreciate your taking the time to respond and thank you for extending the olive branch.

I still resent the fact, however..under any circumstances..that such a refund policy now be so rigorously enforced. I am informed that you are dealing with a high volume of returned sale items following the summer sale...although it is October.
I should, apparently, expect a refund to be issued on the 24th but to contact you on Monday if the aforementioned refund has not been made.

Forgive me, but this is preposterous..a first in all
my years of shopping at toast where the amount spent on purchases could have bought me a good family car.

Having..over the course of 20 years..followed toast's trajectory..rather akin to the rise and fall..then fall and rise..of the Roman Empire on repeat..I can only wonder what currently ails this great British success story..now Scandinavian of course..for this odd state of affairs to be at play.

Whether high end or low end, keeping the customer happy must surely rate high on any company's list of priorities, efficiently managed refunds being core. Abrupt changes in policy will not be welcome. Nor will they maintain or encourage brand loyalty.

I suggest you reinstate a policy compatible with your ethos, and all it stands for, rather than give rise to offense, disenchanting loyal supporters at the heart of your customer base.

Having already paid a price inflated by 50% to cover import duties, forked out 25 euros for postage, waited 2 weeks to receive my purchase, return the item at a further cost of 15 pounds, be told I will not, in all likelihood, receive a refund until the 24th of October...5 weeks after the original order was placed..adding another 4 to 5 days for the sum to clear, it becomes apparent that our lamentable transaction will not be concluded until November is almost upon us.

It pains me to find myself in this position, with a company I have seen as a bastion of style... a trailblazer..setting the bar on how to market... inspiring and pioneering.

I do hope you are able to navigate your way out of this odd state of affairs..which cannot just be affecting me as an individual.

I trust my personal issue can be resolved as swiftly as possible.

Naturally, future online purchases are not something I can currently consider.

I love Toast clothes and have been a loyal customer since the company first started. The clothes are so well made, I am still wearing stuff I bought 25 years ago. I have been living on a remote Scottish Island for many years and have had to rely on online shopping only so I was thrilled when Storm Amy caused me to be trapped in Edinburgh for a few days!!! I had the delight of being able to go to the Stockbridge store where I was really welcomed and taken care of by Mel. She was absolutely brilliant, knew my size just by looking at me and helped me to put together clothes for the next few decades!!! The store was super busy and Mel was an absolute star!!! She pointed me in all the right directions, gave me a ton of advice and ran up those and down those stairs a hundred times for me and was just a joy to have by my side!!!! So thank you Toast for making such beautiful clothes and thank you Mel for looking after me so well. I have had loads of enquiries from people asking where I got items and a ton of compliments. Thanks for making me stylish Mel you are a total STAR!!!!

Toast reply even more odd and I’ve never received a discount in the 8 years I have been a loyal customer !

Seems like they are targeting those who don’t purchase rather than rewarding those who do !!!

20% discount sent to a few people.

TUK25KXTRK

Seems odd that Toast individually select who gets a discount !

I won’t be purchasing again from Toast based on this.

I used the size guide on their website - I ordered that size. It's massive, and now it's going to cost me $20 to return it. I was planning on ordering the smaller size but I'm seriously on the fence now in case that doesn't work either. Charging $20 to return a nearly $400 sweater that I'm trying to exchange for a smaller size is an insanely poor customer experience.

So my first time ordering on Toast, pop up flashed up (do you want 10% discount on your first order), yes please, products are not cheap, but it's British, support blah! Go to order said item, check my emails for discount code, got welcome email, but no code. Email, where is my code.? Receive response, you're not an EU customer, so not entitled! This is a British company, established in Wales, but no lets not give you a discount, but our foreign neighbours instead! The website says we support local craftsmen, slow fashion, social conscience, but lets spend lots of unenvironmentally, polluting money shipping our products to the EU and USA. What a load of rubbish! Have not and will not be buying from them again.

Purchased an item on the 1st of October. Only recieved an email today (6th Oct) to say it's being delivered on the 8th. I don't know if I'm missing something here. I'd understand if the postage was for free. Poor communication, woefully so.

I made the mistake of filling in their questionnaire regarding size. I am 5’2 and weigh 7 stone but they say I’m a 6. Even their size 4 is often too big and I’ve had to return.
I ordered a dress in a 4 and a 6. The smaller size for me and larger for my sister. I’ve now had an email a week later saying the 4 has been ‘cancelled’ and have refunded. The 6 is. ring delivered tomorrow. I believe I’m not allowed a 4 because they think I’m a 6. Only if I want to look like a bag lady.
Their clothes are HUGE. I returned another recently without even trying it on in a size 4

In response to their reply I am not convinced. It took a week to discover a lack of stock?

Useless, cold/robotic but polite customer service. Unclear and inaccurate delivery and packaging is not what you’d expect compared to similar retailers.

Order.UKT 2154649. I was sent confirmation that I had order this dress to my email address. I had not. I have asked Toast what has happened and they still have not responded. Details of bank are on this email!All I am getting is promotion rubbish. Do they answer any questions

I am so disappointed. I have been a Toast customer for many years but my experience following the return of an item has been a nightmare. Firstly, Royal Mail took two weeks to deliver the return parcel and during & since then, all I have received are surly email responses that have been very unhelpful. The customer service has been non-existent and I am still waiting for a refund. I expected so much more from Toast (& Royal Mail!).

Great looking and feeling trousers, but the stitching on the rise completely unravelled after about 3 months. Luckily I know how to stitch but I wouldn't expect such expensive trousers to come apart so quickly

I have been a Toast customer since 2021 and have spent thousands of pounds on their products during this time. I recently purchased an indigo dress from them which not only ruined my bra through dye transfer but turned my skin blue. I had to scrub it off which as an eczema sufferer was really unpleasant. Like other companies, Toast do warn that there might be some transfer of to other fabrics and upholstery but I've purchased other ethically sourced and dyed indigo products before and I've never had to scrub my skin to get off dye or seen the extensive transfer of dye that happened in this case.

When I politely approached customer services about this they apologised for the fact that I was upset and disappointed, not about what had happened. They never once acknowledged the damage to my skin and only emphasised the care labels so essentially blamed me for the issue. They not only refused to entertain the issue of any refund for the dress or compensation for my ruined bra but didn't even offer me a discount code or anything at all for my trouble.

I've done some research since and cheaper indigo-dyed clothes are much more likely to stain skin and other items because the dyes used are often less stable and may not be as well-set into the fabric as more expensive alternatives. According to Good on You,
Toast have set a target to eliminate hazardous chemicals after 2025 and claims it’s on track but given this is a target and my experience, I'm not convinced that the dress I bought didn't use chemicals rather than natural dye. Sadly, I fell for the ethical claims Toast makes about itself. Another issue flagged by Good on You that I was horrified to learn was that according to the site, Toast is not taking adequate steps to ensure payment of a living wage for its workers. This may explain why its customer service team are so poor.

Suffice to say, I won't be buying anything else from Toast ever again and will spend my money with certified B Corps who have better ethics in any case. I'd encourage others to do the same.

Very disappointed with huge size of garments. Shopping online because I've had open heart surgery but very disappointed & now I have to get husband to post items back.

TOAST is a great British success story for good reason but this time they let me down.

A pair of expensive VIBAE sandals started to disintegrate after just a few months of moderate wear. Confident the branch (Richmond, London) would take the problem seriously, I brought them in. The staff examined and photographed them but their manner was dismissive, snooty and slightly accusatory. The manager sneered that she had the same shoes "and mine don't look like that".

I was advised that TOAST head office would assess. Warned as I should have been by the shop's weird attitude, I nonetheless felt confident that ultimately TOAST would own the problem and treat me with respect.

Instead, after several increasingly abrupt emails, Louise at the head office told me that VIBAE had decided that "external factors" (i.e. me) were to blame. I was sent, twice, a list of all the shoe care procedures recommended but was ignored when I said that I had looked after them and these instructions were beside the point. I was refunded after a lot of time wasting back and forth, but only after the company's point blank refusal to accept responsibility - and with neither apology nor explanation.

Such a horrid experience. I now associate the brand's boasts of quality, durability and repairability as empty promises. When put to the test, TOAST didn't even try to treat me decently.

ADDENDUM: TOAST reiterates the accusation below that I damaged my own shoes/did not care for them properly. Totally shrugging off any possibility this was, and it was, a faulty shoe.

A great company that sells original and beautiful clothes for men and women.
I’ve only recently had a problem, after buying online for years.
The issue was sorted quickly and without fuss. Toast recognise that good customer service is essential to the business.
Thank you.

Canceled a purchase within ten minutes. They refused to cancel and insisted on sending internationally and have me send it back. Would never deal with them again.

I was sent the wrong item. I returned the incorrect item and asked for the correct item to be sent. I was told I had to pay for the correct item AGAIN! That would make the pants cost me twice as much, or, nearly $700.
I explained that I already paid and had not received a refund or the pants. They sent an email with a new order for the item I already had. I explained it was the pants that I had not received. I didn't need them to send another sweater and I surely would not pay for the sweater a second time. I wanted the pants.
I was again told, "We are very sorry, but we cannot issue a replacement until you pay for the pants again." This is insane.
The company is in the UK and I am in the US, so all these hassles and communications are via email. I contacted PayPal and hope they can get my refund. The clothes looked cute online, but they are not particularly well made and the customer service is dismal or predatory.
I'm assuming I'll eventually get my money back but I won't get back all the time I have spent on this.
NEVER AGAIN!

I bought a pair of Norv jeans for my husband and he was incredibly happy with them, style and fit were perfect and they looked great.
Unfortunately, after 1 wash, strictly according to the washing instructions, they seem to have shrunk in both length and girth. The jeans which previously looked stylish due to the generous cut, now look very ordinary and underwhelming. I can't understand how this has happened and am very disappointed, as is he.

I don’t understand how they reconcile their oft-stated ecological and ethical policy with the fact so many of the garments are made in China.