TOAST Reviews 489

Used to be a fan but will not be buying from them ever again. The customer service is appalling. Spent over £800 online and paid extra for next day delivery - an extra £8. After two days still no sign of the parcel. When it arrived I emailed customer services who said that next day isn't 'next day' but can take more than two working days.... Even on the box it said 'NEXT DAY DELIVERY', so they obviously just hadn't despatched it quickly. No apology or acknowledgment - just a 'you're wrong' attitude and 'deal with it'.

Decided to return the whole order out of principle. I know it might seem a little of an over exaggeration, but when you spend a lot of money with them every year, you want to feel at valued and if you have a quibble, it's acknowledged.

High quality clothing - just be aware you may have to pay an import tax to receive your package if your order is above a certain amount. Not sure what value of the order is for the import tax to kick in.

I used to love TOAST but I recently ordered a dress in a size I normally buy and it is too tight. Other older dresses of this size from Toast fit perfectly.
Most frustrating of all is there is no returns label provided yet a largish marketing magazine came with the order. I am furious about this. It’s a waste of paper. Would be much better providing a returns label. There are no Toast stores anywhere near me and I cannot for the life of me work out how to print a returns label online so I am now faced with having to ring up to order a return label. Absolutely ridiculous. It’s put me off buying online. Toast are losing good customers because of this poor customer service.

I paid £165 for a pair of shoes, the leather stretched extremely quickly and has rendered them unwearable.

Customer service suggest because they’ve had no other complaints that this couldn’t be an issue and I should just tighten them up. They’re already on the tightest setting so they suggest making a new hole? A new hole? Maybe in a belt but I’m not a shoe maker and I think a shoe at this price should last more than a season.

Appalling response. For a company that is at a premium price point I would expect better, very ASOS behaviour.

Update
UKT1310697

Today was first time I visited, I have never felt I was more than a customer. Well done.

I saw your advert on Instagram and haven’t heard about your company before, but I did think that the advert would put me off right away.
All I saw was an unattractive lady, flapping a dirty piece of cloth on the washing line in a jacket and trousers that looked far too large for her.
I wouldn’t normally criticise anything like this, but it was so unusual to see - some thing that I thought might be a joke!
I wish you well as a company, but you did ask for comments and I hope others aren’t being put off your merchandise because of the way it’s being displayed.

Really wish I had read these reviews before making my purchase.

I have had to exchange so many emails with their customer service to try to understand why my order went from being "confirmed" to "on hold" (even though payment was completed successfully). Customer service was incredibly unfriendly and reluctant to help me or give me clarity regarding what any of my next steps would be. My order has now been cancelled (almost a week ago) and I am still waiting for the money to reflect in my account. I was planning on trying to purchase the dress again through a friend's UK account, but have since decided that when the money reflects I would rather just keep the money.

I don't want to make an expensive purchase when dealing with the brand has left a sour taste in my mouth. I would not recommend this brand to my friends, nor will I be purchasing from them again. If something goes wrong, the customer service experience is just not worth it.

EDIT: upon reading TOAST's reply - I want to add that the issue with my payment was that the debit card I paid with is South African (as I live in South Africa and am South African). The delivery address was to the UK and that seems to be where the issue came up. I am sorry but if the "security issue" with my payment is that I am paying with a South African card... I find that a little offensive. I have bought from plenty of other brands overseas and have never experienced this kind of issue.

My experience with Toast has left me deeply disappointed and frustrated. I recently purchased a new item at full price, only to receive it in a shocking condition, showing signs of wear and bearing someone else's hair. Despite reaching out to customer service, I was met with a complete lack of resolution. They refused to offer a replacement.

What's more concerning is their apparent lack of transparency on their website. While they claim to provide reviews for each clothing item, my negative review was never published. When questioned, their response was dismissive, stating that "ONLY A SELECT FEW MAKE IT UNTO THE WEBSITE". This creates an overly positive bias and undermines the trustworthiness of their review system.

This level of customer service is simply unacceptable. As a loyal customer, I expected better treatment and a more transparent process. Unfortunately, Toast has failed to meet even the basic standards of customer care. I urge others to approach with caution and consider alternative options with better service and transparency.

Overall, my experience with Toast has been incredibly disappointing, and I cannot recommend them based on this encounter.

***
Thank you for your response. Your comments are misleading. Regarding the offer of a discount, you discounted the coat on the website AND offered me the same price, which is not reflective of a special customer discount at all. The delivery for expensive items is free anyway. You're cheating.
As for the rejection of my review, I understand your explanation, but it contrasts with what was previously communicated. It was indicated that only select reviews are published, which suggests a curation process aimed at maintaining a positive image rather than solely focusing on product feedback.

***
An update. Following the publication of my initial review, Toast promptly reached out to offer a one-time discount, which I appreciated and accepted.

I have ordered several items from Toast and been happy with the quality and fit, though as others have said, the returns process can be challenging. With the recent sizing revamp, I was concerned about ordering again but decided to take a chance on a t-shirt because the features and color were what I was looking for. Sadly, even though I ordered my usual size, the t-shirt is too small, and shipping cost $40 (more than £30). Looking at the Toast UK website, I can see that this garment has already been marked up for US customers more than $20 beyond the exchange rate, so presumably shipping would have been priced in already. With high shipping costs, excessive markup for US customers, and uncertain sizing, this was likely my last Toast order.

Every time I have reached out to customer service I have had a negative experience. They just aren’t very nice or helpful. Beware they also sell items at a significant mark-up. I purchased a Klippan blanket off their website only to discover I could have bought it for £30 less on Nordic Nest. The exact same blanket, not another one or similar. I brought this to their attention asking if they would price match and they really couldn’t have cared less.

I have been a Toast customer for years and have never been disappointed. The products are high quality and last for years - they even have a decent re-sale value when you decide to refresh your wardrobe.

I absolutely love TOAST clothing, and have done so for many years. The quality and fit are second to none. The customer service and shipping has always been excellent, with super quick delivery, and returns effortlessly easy. I particularly like the way items are wrapped so nicely, and that eco packaging (100%) recyclable is used.

I have been a toast customer for quite a few years now. I’m always happy with my purchases and I’ve never had any problems with their customer service. Infact, I feel quite safe buying from toast as I feel they’re a reputable company. However, quite some time ago, they stopped asking me for reviews on my purchases. I have raised it with them but not received an answer. All I’d like to know is why! To me, reviews are important. I’ve always given good reviews because I’ve been happy with what I’ve bought. My purchases are made after reading other customers reviews - they matter. Am I not a good enough customer for toast? It’s just something that puzzled me! I’d just like an explanation!
Review update: Dear toast, here are my order references for the last few months:
UKT1553202
UKT1530489
UKT1517083
UKT1476342
UKT1460272…..and many more!
I simply want to know why I’m not asked for reviews, because in the times that I was, I always wrote good ones!!!!

Some nice pieces and they last well. However, the policy of only accepting returns in shops and not by post is completely unreasonable. I live in London and will find it relatively easy to return the jumpsuit I bought. But the majority of customers who buy on line do so precisely because they can't get to Toast shops, which makes the policy so discriminatory. Having now discovered that this is their policy, I won't be buying from this company again.

I agree with many here that the customer service if anything goes wrong is absolutely appalling. I have been arguing for days getting nowhere over an item bought from their Reworn range of second hand items. Badly marked item with buttons falling off is classed as possibly having minor flaws. Then they say that everything is cleaned in advance (patently untrue) but if I wash it it will not be returnable…. EBay gives better service!

The shop in Edinburgh, delightful people , so helpful and kind, helped me choose a present for my husband, he loved it!

Update with order number: UKT715779. I'll provide a further updated based on whether or not Toast do resolve the issue fairly.

Wow - Toast's product quality issues are definitely a theme on their Trustpilot, and I really wish I'd read these reviews before buying from them...

I've been a Toast customer for years, but we too have had a disappointing product quality problem with hanging planters we bought (at high cost) from Toast. Over time, the planters have started to disintegrate and drop black dust all over the floor of our home.

On contacting Toast's Support team, they've been obstructive to us receiving a refund for the pots, which is the right thing for them to do with an epic product quality fail like this.

At first, they just wanted to receive photos of the pots to 'prove' the issue, which we could easily provide as the deterioration of the pots is very clear.

They then changed tactic and tried to move blame onto us to avoid providing a refund, by claiming we should have "fit a membrane" as per care instructions they claim were sent to us.

Firstly, it's extremely uncommon and counterintuitive to have to "fit a membrane" to a product literally designed to hold house plants, and secondly, we never received these instructions although they are now trying to claim that we did - we take care of our possessions and would remember if this were the case.

Given the high cost of the pots, we're having to now go the formal complaints procedure against them. What a headache over some rotten pots for an above average price!

I used to love this brand, so I really hope someone at the top is paying attention to these reviews and realises it's damaging their business to deny their customers valid requests for refunds on grounds of product quality :( - We would have remained a happy customer if we'd been treated right.

I have purchased 3 pairs of trousers from here over the last 2 years. 2 of them have ripped, 1 ripped the first time I wore them. The returns procedure is really complex that it makes it not worth sending them back as you are not sure if they will replace them so you might as well get them fixed yourself. They also give you a refund rather than sending you a new pair, but this is once they have decided whether it is a manufacturing fault or not. Which is clearly is from the pictures I sent in. For the price that you pay for these clothes! To then have to get them fixed myself! I think is outrageous. Primark clothes last longer.

Hey Toast,
I am unable to reply so am typing my reply in my review. I have been in touch with your customer service team. But I am not happy with the options presented to me. I have sent in pictures of the ripped trousers and I think this is enough evidence to prove a manufacturing. I don't want the hassle of having to send them back, wait for you decide if I can have a refund, issue the refund and reorder or get them sent back and repair them myself. This is the second pair that have ripped and I would like a new pair. My ticket number is 2539700.

I ordered a pair of Hereu sandals that arrived in a damaged box. I complained and was offered a replacement. They came and they had been worn!
TOAST has poor customer service and don’t seem to care much about quality control. I haven’t even been reimbursed for the first pair of shoes I returned. So currently they have over £400 of my money!
Would never buy from this company again.

UKT1497881

I love almost all the pieces I order from Toast, lovely quality. And when I don’t, I send it back and immediately receive a refund. Men’s pieces especially beautiful.