TOMS (UK) Reviews 425

I ordered a pair of slip-on mules online directly from Toms. They looked very nice,but the first time I wore them, they caused several painful cuts on the tops of both feet. One in particular took a long time to start healing and kept re-opening and bleeding for days afterwards.

I emailed Toms about the issue with some photos of the damage done. However I received a reply from Jasmine suggesting they were the wrong size (they weren't). I emailed back to confirm they fitted and was asked to provide photos of the shoes, which I did. I also offered to send the shoes back.

I received a further very unsatisfactory reply back from Jasmine saying they could 'not see any visible defects' and the shoes cannot be returned as they have been worn (obviously!) I am disappointed by the quality of the shoes, but more by the terrible customer service. I will never buy Toms again and would advise anyone to avoid them. The shoes I bought were not fit for purpose and so I feel I have no choice but to seek advice from Trading Standards as this breaches the Consumer Rights Act.

I ordered from Toms during their heatwave discount. I must be honest, after seeing all the negative reviews, I was a bit nervous about placing an order. I decided to go ahead anyway, and luckily everything went well. That said, I probably won’t order again, as I don’t like taking chances and I’m not sure I’d be as lucky next time.

Parcel was delivered to a post office Instead of my home. I work at home so the email stating it was not possible to deliver is not acceptable. Poor service as I don't drive so the pick up was not easy for me to achieve.

Ordered a size 13 - took over week to arrive. When arrived was 1-2 sizes to big (not correctly advertised size) has to return the shoes - took over a week to be returned. Re ordered next size down and still waiting for them it’s now been delayed further. 14 days for shoes is far to long to have to wait.

Shoes could not be delivered by their courier (UPS) to a UPS pick up point because the shipping forms completed by TOMS were wrong so shoes were returned to sender. Asking for refund...

Awful customer service. Takes almost a week to respond to messages, delivery is supposed to be 6-7 days and no option to have them delivered quicker. Issue with customs, items were sent back and now being redelivered almost 3 weeks later with zero compensation.

I have made quite a few purchases from Tom’s, As they are quite a good quality shoe, I thought I’ll order another pair, That was two weeks ago still haven’t received my shoes. The delivery firm that Tom’s use is UPS which haven’t been that good whatsoever. They seem to have lost my shoes.! So far got no shoes, Out of pocket!

I ordered the wrong slippers for Christmas as a present (in November) and am still waiting for a credit note to be sent to me, despite 5 email exchanges, I keep getting a generic email stating they have sent me a code to use but this has not received (yes, checked spam) and it is beyond frustrating. The slippers are now out of stock and the whole experience has been very poor.

My recent experience with Toms and the customer support team was very positive. I purchased some shoes before the holiday break and for some unfortunate circumstances I couldn’t return the shoes on time. The customer service team supported me with a credit note which helped me with the purchase of the right size. Happy with the shoes and with the customer support.

I ordered some boots on 21 Dec.
I received. Further email on 23 Dec to advise my order is on the way. Email on 30 Dec to advise delivery is cancelled and is now estimated 04 Jan. I emailed Toms customer service on 30 Dec….no response.
I live with three avid online shoppers this is the only company we have had a problem with.

Very rare for me to write a review. But these slippers are shocking quality. Do not buy.

I ordered a pair of slippers. The money was taken from my account. Five days later, I got a message from my bank. The payment had been refunded. This was the first sign things had gone wrong. I later got an email from Toms saying ‘your order has been cancelled’. That was it, nothing else - no apology, no explanation. Nothing. I rang customer service who said it must have been because the slippers were out of stock. I’m grateful to get my money back but why not explain? Why leave me waiting for five days? Why did I have to chase them for an answer? Really poor customer service. I was offered a 10% discount on my next purchase to compensate but there won’t be a next purchase!

Not very happy with this company as unable to have a telephone conversation about my refund which is overdue. Does anyone have the UK phone number?

I was shocked to discover that the Toms supply chain supports the autocratic and genocidal regime in China to produce its 'ethical' products. The fact that they display the 'B Corporation' logo also makes a mockery of both companies. For shame!

Dealing with an extremely rude and incompetent twit called Will, who refuses to help me with extremely poor quality wear and tear on shoes after just 6 weeks. After several unhelpful and rude exchanges, directs me back to Amazon who of course tell me to go to Toms after 30 days, as it’s a Toms product. Ignore the “we are ethical” BS, this is terrible company.

I can’t believe just how bad customer service with this company is!!
Their discount on signing up is also false advertising!! You don’t get 10% off unless you are spending over a certain amount which isn’t clear from their home page.
I think all the other reviews speak for themselves!

I had a call scheduled at 11:00 AM with the marketing director, but I haven’t received a response yet, reading the experiences.. i just noticed that TOMS is a scam.

Don't bother buying direct from this company if you expect any sort of reasonable customer service. Having been sent the wrong shoe size from what I requested when ordering, it then took multiple messages over the course of 2 weeks for them to accept that it was their error and to arrange a return that they didn't expect me to pay for. This was despite clear photo evidence that I had been sent the wrong size. They don't do replacements but the shoe in the meantime had then gone up in price, so I was unable to reorder the correct size. Such a waste of time!
Update from reply: I can't believe I have to go through this again. Regarding the US Vs UK sizing, please refer again to the emails sent via your customer services. The product was advertised in youth sizes, which doesn't correspond to either!
What it boils down to is I was sent a 25cm shoe, when the order was for a 24cm shoe.

When making my purchase I didn't realise that the page had defaulted back to size 6 (instead of required size). I noticed this as soon as I placed the order, but there was no way to cancel the order. All I could do was email the customer service team because the chat and telephone service were closed. When I received a response, I was told that it was too late and the order had been despatched, even though UPS tracking stated that they had not received information.

This is a simple fix on the user experience to enable quick cancellation of mistake orders. Even ruthless retailers like sports direct give you a 15 minute grace period to make this type of cancellation.

I will be returning the order when it arrives, but I will not be reordering the correct size as the customer experience does not align with the brand message of being a responsible and ethical company.

(Update: They subsequently did go some way to making amends so I wanted to reflect that in my review. The initial incompetence was frightening, but they did at least take ownership of that incompetence.)
I purchased a pair of trainers on their website and went well out of my way to check with their Customer Service team what size I should order in terms of UK/US/EU equivalent sizes. I was given completely incorrect information and hence ended up with a pair of trainers that were far too big for me. That was 6 weeks ago. Since then I have sent approximately ten emails to try to get the situation resolved, a couple of which were replied to and the rest subsequently completely ignored. No refund, no interest, no response. They are utterly inept, care not one iota for their loyal long-term customers, and deserve to go out of business.