schuh Reviews 

Based on recent experience, bought two pairs of shoes online, delivered to nearby shop.
Needed to return one pair, slightly confusing website re returns but went into shop and very efficient worker sorted refund there and then, very speedy, very efficient way to manage a return. Thanks.

I can’t begin to express the STRESS I have had dealing with this incompetent company and customer service team!!

Firstly they use FedEx which is a joke! They don’t ring the bell, they don’t attempt to re deliver the next day! You can’t change the date of the delivery online.

When you send to a parcel shop they don’t send you the barcode on time to collect it they send it 2 days later!
Then they collected my
Package 3 days after it has been at the parcel shop!!!

Customer service ignore what you’re saying and make out your lying because “FedEx said they could not collect it until 7 days”

Still waiting on our parcel your delivery service is terrible you offer next day delivery which we paid for and it don’t turn up 🤷‍♂️

Appalling service never use these if your ordering anything as you will be waiting or it will not come atall

Quick to take your money, slow and convoluted when their products fail…

Their own brand of shoes failed after 3 months with heels coming off, to get a refund or return you have to post them to the head office, with a cover letter to justify why they need inspection to see if it is justified as a fault product even after such a short time.

Absolutely furious with this company. Tried to order a few items. Won't let me put my details in. LIVE CHAT DOES NOT WORK!!!!!!
Gone to shop at office instead

I am disgusted with this company. I've been trying to get in contact with their customer service, the live help chat never connects and I'm not given any alternative for help. I wrote a review stating this and they've just replied saying someone is helping me.... THEY ARE LYING! NOBODY HAS BEEN IN CONTACT! This is obviously to try and make a positive impression for anyone reading these reviews. Don't fall for the lies, I had a pair of shoes that I returned - rejected and returned to me after trying them on. Obviously not worn outside as the soles are perfect. Complete and utter rip off!

I am truly disgusted and will never ever EVER shop in Schuh ever again.

Don't do it.

Assistants attentive ' music tad too loud

Shoes became faulty within a few months. Contacted customer services but they failed to fully inform me of returns process on 3 separate occasions. Shoes were still under warranty & were rejected under Consumer Rights Act 2015, but Schuh are still failing to do anything about this situation. Spoke to an alleged ‘Senior Manager’ who lied to me, was rude and refused to escalate the matter further. Still waiting for a response to my latest email. Perhaps the worst customer service I’ve ever received. Save yourself the trouble and avoid Schuh at all costs.

Update: Schuh are still refusing to comply with the Consumer Rights Act 2015 and terms of the warranty.

Further Update: Schuh have finally admitted that the shoes purchase were faulty and have agreed to replace them after a month of back and forth. I’ve asked to be compensated for the inconvenience caused, but they have refused to do anything about this, despite admitting failings at multiple stages of my experience with them. Their Complaints team have also lied to me on several occasions regarding the seniority of certain members of staff which I have found to be totally unacceptable.

I really enjoyed shopping in schuh Watford today. Bought the most comfortable pair of Ugg sandals and Nike trainers. Top quality shoes and an amazing service from lovely girls. Saima kindly helped me to sign up for schuh loyalty program where you get £10 back for every £100 you spend. And the most touching thing is that they run a charity program by selling bags for life. Thank you again for all your help today 🫶

I purchased a pair of Birkenstock Arizona sandals from Schuh in August 2025. Less than a year later, the sole had deteriorated significantly despite the sandals only being used during the warmer months and not being worn throughout winter.

I submitted a warranty claim as I did not believe this level of wear was reasonable for a premium product of this age. Unfortunately, the claim was rejected on the basis that the damage was considered normal wear and tear, with no manufacturing fault identified.

What disappointed me most was the lack of a detailed explanation as to why such substantial deterioration in under a year was considered acceptable for a product at this price point. As a customer, I would expect footwear from a well-known brand such as Birkenstock to last considerably longer.

I am currently seeking a review of the decision and hope Schuh will reconsider the matter. Until then, I am left disappointed with both the outcome and the handling of my claim.

Unfortunately, I was very disappointed with these sandals. The sole is quite hard, making them uncomfortable to walk in. They also make an embarrassing 'farting' noise when walking because the foot keeps sticking to and lifting from the footbed.

After wearing them for just one week, my heels started cracking and became painful. I have never had cracked heels in my life before, so this was very surprising and disappointing.

They may look nice, but comfort-wise they were not a good choice for me. I would not buy this model again and would not recommend it.

I bought a pair of birkenstocks, which have 2 widths. Schuh's website does not specify which one the clogs come in - I discovered that Schuh normally sends Narrows for women so I tried cancelling the order to no avail (next day delivery). The shoes arrived, and lo and behold they shipped a Regular width! I was pleasantly surprised, but I'd rather Schuh detailed the width on the product card - narrows damaged my feet in the past and I imagine it could be the same conversely, it's not just a matter of aesthetics and can make the difference between purchasing the product or not. Amazing item and fast delivery, and props for sending 'regulars' as default :)

Very disappointing experience with Schuh.

I purchased an item that was marked as delivered, but I never received it. I contacted Schuh multiple times (six times in total) seeking assistance and evidence that the parcel had actually been delivered to me.

Throughout the investigation, I received conflicting explanations. First, I was told the parcel had been accepted by someone at the address. Later, I was told it had been left with a neighbour. Then I was informed that someone at my address had accepted the parcel and believed I had collected it later. Despite these changing explanations, no clear evidence was provided that I ever received the item.

The signature supplied was not mine, and no GPS delivery data or photographic proof of delivery was provided. I was also at home at the time of the alleged delivery.

After more than two weeks of investigation, Schuh simply relied on assumptions from the delivery company and refused to offer a refund or replacement. I was even told that this had become a civil matter between me and a neighbour, despite there being no proof that I had received the parcel.

Based on my experience, I do not find this company trustworthy when dealing with delivery disputes. Customers should be aware that if a parcel goes missing, they may be left without a satisfactory resolution.

No woman sizes above 8 so women needs to go for man shoes. It took 10-15 min for getting different sizes of shoes brought to me. Male staff had to just walk around and waited for female staff to get my shoes, I don’t know why he couldn’t get them and she had to do everything.
Cardiff St David’s

Absolutely shocking customer service from Schuh.

My parcel was marked as delivered by FedEx, but I never received it. The driver allegedly obtained a signature, yet the signature is not mine and appears to have been forged. I was at work when the delivery supposedly took place, and nobody was at my property to accept it.

Despite explaining this repeatedly, Schuh have refused to refund me, stating that because a signature was recorded and the driver’s sat-nav showed he was at my address, the case is closed. I was even told they wanted the delivery driver to attend my home to discuss the matter. Why would I want a random stranger coming to my address when I have already explained that I never received the parcel?

As a customer, I feel completely dismissed and unsupported. Rather than investigating what appears to be a fraudulent signature, Schuh have simply accepted the courier’s version of events and left me out of pocket.

I am extremely disappointed with the way this has been handled and would not recommend Schuh based on my experience.

Courier decided to dump my parcel outside which was therefore stolen. Schuh are refusing to do anything about this and said it’s a civil matter. It’s definitely not a civil matter.

Ordered a pair of sandals that were £39.99 + £3.99 delivery. A £4 discount was applied which made the total £39.98. Once the item arrived, I was unhappy with the order so I returned the item in perfect condition. I received an email stating £3.99 would be deducted from my refund for the delivery charge to return the item back. I received a refund of only £32 only so queried with an agent on the chat. She informed me the original delivery charge isn’t refunded and an additional delivery charge has been deducted therefore I am £7.98 out of pocket for a product I do not have. To make another order from Schuh, I would then have to pay an additional charge of £3.99. I would absolutely recommend shopping elsewhere. I personally can’t afford to be throwing money away.

Ordered a pair of Birkenstocks and was sent the wrong size, sent them back with a clear request for an exchange to the originally ordered size, both online form and with the packing slip. Got a refund (?) today minus the fee to ship them back - for their error?! Of course the WhatsApp chat for customer service (who even offers that?) is closed for the day and I’m now £8 out on two sets of delivery fees for shoes they messed up, and still have nothing on my feet. Never had an issue in store so I’d felt confident ordering online, never again!

I was sent the wrong shoe size and, despite this being their mistake customer service attempted to convince me that the European size printed on the box matched the size I had ordered. To make matters worse they refused to waive the £3.99 return fee claiming it contributes to environmental protection. Given the poor customer service and lack of accountability I certainly won’t be purchasing from Schuh again

Molly was great, happy and helpful. Made the shopping experience alot easier