TOMS (UK) Reviews 425

I ordered some shoes from Toms but when they arrived they were to narrow. I have tried to return them but they won’t accept the uk order number they gave me and their phone numbers do not work. Do not touch this company.

Inside a year the canvas is separating from the sole of the shoe. Piece of sh*t.

Absolute Joke placed an order over a week ago & am still waiting left hand dose not know what the right had is doing will never buy from them again & will go else were, not even any compensation....very poor Customer Services team, had too chase & chase for over a week

Waiting for my order over 2 weeks

I am very happy with these shoes They came all the way from Germany and I got them delivered to a shop so I didn’t have to wait in
They are exactly as described and I look forward to wearing them on holiday
These are light weight not for hiking up mountains or walking the dog just slip on and go holiday, beach shoes
Navy Cordones

No help from customer service regarding the odd sizing, the same size shoes coming up an inch or more different and being told just to break them in with thick socks, while one’s toes are being crushed. Toms are no longer a shoe I would buy or recommend

Just received my shoes. Yellow stain on the tounge, scratches down one side and 2 marks have been tippexed over? So someone has tried repair them and hope i wouldnt notice.

They feel cheap and not leather.

They took ages to arrive. Even though i bought them from toms UK, they came from germany ( which they do not mention) so now, i have to pay to return them to Germany and go through the hassle of customs forms. What an absolute joke of a company.

Got a pair of TOMS espadrilles. They are a size uk4.5 (I'm typically a size 4) I couldn't get even half of my foot in the shoe!? Sizing is really out of whack. (No comment of customer service as I got these shoes from a friend so haven't used them). I don't understand how you can say it's a certain size when it isn't. Gutted as I was hopeful for this shoe.

Purchased a pair of the Bennett Boots, in less than a year both of the soles have cracked right the way through. So I have a waterproof boot that is not longer water tight!! I've had similar boots from another brand that have lasted 8 years, big mistake buying a pair from TOMS. Contacted TOMS but as I purchased from a retailer they directed me to them, unfortunately the retailer has been just as helpful!! The boots are over priced doe such poor quality. DO NOT BUY THESE BOOTS!!!

The soles cracked very quickly. Less than a year old and already need chucking. Previous winter boots lasted about 5 years. These boots need to be sold as a designer boots not designed for actual winter use. Worst boots we have ever owned! And not cheap either!

Scammers! Still no sign of my order.
DO NOT BUY FROM THESE ROB DOGS

Absolute scammers

Ordered some shoes, told they were out for delivery 3 times, ups said toms gave them the wrong details so I asked to have them delivered to a pickup point.

Got an email from Tom's saying they had been delivered. So I went to the pick up point and they weren't there.

Then got an email from the carrier saying they are now going to be delivered to my address again, god knows why.

Still no sign of them

I'm a former customer, didn't realize how bad things had gotten. I just ordered a pair of shoes, out of the box the front of the soles can only be described as melted. The returns link on the website is broken, had to google to find the right address. Feels like a joke, laughably bad.

Sure, the return on the faulty product is free, but now I'm out the cost of shipping (which was advertised as free but wasn't), the time I spent waiting for them to arrive (deadline for a casual wedding!) and they don't even have an option to exchange. I also have to go print a label somewhere, and deliver them to return. I also can't leave a review on their website.

Never again.

RE: The broken link is on the English version of the French page.

Absolutely shocking delivery service ! You get emails to say that it will be delivered to an ups delivery location and continuously get notified that the delivery failed when the shop and location is available all day.

Men's Palomar Leather Boots - Not fit for purpose

I purchased a pair of men's Palomar Dark Brown Leather Boots (UK7) in February this year, 2025. As of September 2nd 2025, the sole has worn through completely on both boots. The boots have had light usage over the period. I have worn them primarily when the weather has been wet underfoot and so they have not had heavy usage.

The boots are awesome, I love them, however they are now pretty much useless as the water gets in through the soles. I do not think the boots should have worn-out after 7 months of light usage considering they are advertised as hiking boots. All other aspects of the boots are great; the leather uppers, the inner-lining - everything but the soles.

I contacted Tom's customer support explaining my concerns and providing photographs in the hope that they would accept that the soles of the boots were not fit for purpose, ie. six months of light usage (walking). They did not see it this way.

The boots are advertised as "hiking" boots. They are not. These boots were made not made for walking.
Be warned.

The build quality of these shoes has really deteriorated. My first pair were comfortable and hard wearing and perfect for around the house and outdoor wear in dry weather. I have since replaced them three times in about as many years. The soles break apart every time and they let water up through them. Really disappointing. Buyer beware, there are disposable shoes

I ordered a pair of shoes and chose one of the local pick-up points to get them delivered. For some reason UPS kept trying to get them delivered to our flat instead. On two occasions they rung the doorbell, but didn't wait for us to open the door and then sent a missed delivery email. I kept getting emails from TOMS my order would be delivered that day, almost every day, for about two weeks, but no one rung. I also spent several days on the phone with both the TOMS customer support that said I have to wait for UPS to give up and send the shoes back and UPS that said they would try and deliver again and that they can't change anything about the delivery unless instructed by the seller. After two weeks I was told by UPS that they had left the shoes at their warehouse after the second delivery attempts, so I am not sure why TOMS kept sending me emails saying the shoes were out for delivery every day. After many days of waiting for my delivery and many phone calls, I managed to get UPS to send the shoes back to TOMS and get a refund, but wasted a lot of time and energy and still don't have a decent pair of shoes.

Trying to find my account as want to return two pairs of shoes.
I’m NOT very good with Technology and have spent hrs trying to find how to access my account.
I will NEVER buy Toms shoes again as I feel they have made it very difficult for me to get the information I need to start a return. I think they do it deliberately so you can’t make a return. It’s disgraceful

I didn’t realise shipping was from the Netherlands as ordered from Toms UK, until email confirmation, I then read the reviews on here so was worried.
I ordered on Saturday 26th July and they arrived perfectly on Friday 1st August.
Only reason for dropping 1 star was delivery date changed about 4 times and said needed to sign for them, I couldn’t keep changing plans to be home and in the end I wasn’t but no signature required in the end anyway, they were left on my doorstep which is safe as cannot see from the street.

Key phase in your reply ‘looking into the delivery issue’ - but not actually doing anything about it. 😂 also the amount of times you’ve stress what ‘you’ did when all of those things are what I told you - it’s laughable.
Yep I’ve asked for a refund as I’m not going to wait 2 weeks to have the exact same issue. So yes, brilliant, I’m out the sandals I ordered plus a load of stress for absolutely nothing.

Re the reply: no it’s not been a day- there’s now been 5 days where it’s been scanned and just sat there. The only reason I’ve had any communication with you is because I reached out - nothing from you otherwise at all. The problem may not have started with you but the terrible customer service certainly has everything to do with you.

Ordered some sandals as a replacement for a well loved pair of TOMS. I REALLY wish I’d read these reviews first! Never had such bad customer service. They DO NOT listen. I received emails telling me the delivery address was incomplete (even though I used their system to chose a locker delivery! so if the address is incorrect it’s their/UPS fault.) Yet they did absolutely NOTHING to rectify just kept repeating that it would be delivered and thanking me for my patience. Ummm… no. It’s not going to be magically delivered when you will not correct the address. (UPS won’t allow me to as I’m not the sender). DO NOT ORDER FROM HERE! it’s a shame as I actually really like their sandals but I refuse to give this company any of my money now.