TOMS (UK) Anmeldelser 

My order took 9 days to arrive despite an advertised delivery time of 3–5 days, and it was sent to a collection point instead of my home.
I had to request a refund of the £5.50 delivery charge several times before it was finally processed. I repeatedly had to chase TOMS for responses, and it genuinely felt as though I was being ignored in the hope that I would eventually give up.
The whole experience has been a waste of my time and feels disrespectful as a customer: waiting longer than promised, having to travel to collect a product that should have been delivered to my home, and repeatedly chasing for answers.
Despite my formal complaint being acknowledged and supposedly escalated, my request for compensation was never properly addressed. Instead, I was offered a discount on a future purchase, which would require me to spend even more money and time with TOMS to benefit from it. When I sent a detailed escalation email, I received what appeared to be an automated AI response that completely ignored my concerns.
The issue is not just the failed delivery, but the lack of accountability, the time wasted trying to resolve it, and the failure to treat my complaint seriously. This is not the level of customer service I would expect from TOMS, and I don't recommend this company.

Excellent service and great product.
I ordered two pairs of shoes, the communications were timely and delivery swift by UPS to UK.
Fantastic leather, very comfortable footwear.

Thank you TOMS

I was sent the wrong order in July 2026- completely wrong colour and size of shoe. I followed the website portal to arrange immediately to arrange for the shoes to be returned and to receive a refund- I have had a holding response but nothing since. I have emailed another 5 times with no response. The chatbot is always switched off and the phone number on the website not in service. Will not order from TOMS again, nor recommend to others. Their customer service is beyond terrible and I am left out of pocket with a pair of shoes I cannot use- and because of their mistake.
I intend to report to Trading Standards.

My Toms are a perfect size and came before they should it took four days. Very pleased with the product.

I would put zero stars if that were an option. Avoid at all costs, terrible quality and the worst customer service I have ever known. Impossible to return items and they just do not respond. I am stuck with 2 unwearable pairs of shoes

Package never arrived. No responses either from Toms or carrier (UPS). I had my bank make a claim and bought them from a reputable UK store.
Avoid buying direct

Bought a pair of shoes and within a few weeks they have lost colour. I contacted Toms through there online email form 5 times. They eventually emailed back to apologise and said my query has been escalated and they would be in touch soon. 10 days later and nothing. I’ve tried all the phone numbers off google for them or there website and all say incorrect number. I’ve tried the online for another 5 times and nothing.

Shipping took over a week and now I'm trying to return them but cannot get the right number to put in the portal, I emailed several days ago but no reply so currently stuck with shoes that I am trying to return

My Order (UK2162002) was delivered to the wrong Apartment building across the street by UPS. I was eventually able to gain access to the building but the package had already gone. Despite attempts to contact the the corresponding flat number from that building they were unresponsive. So the package is lost. TOMS offer no live chat assistance and I emailed customer service over a week ago and had no response. So I have never received the item I have paid for. I like TOMs have purchased their shoes previously but I will not be ordering anything direct from them again unfortunately.

My 1 star isn’t for the shoes. I actually really like the shoes. My issue is with customer services. They are very poor. I had to return a pair of Toms as they were too big. Upon reordering they took a whopping 17 days to arrive. I wrote to customer services to complain twice and didn’t receive an answer to each complaint for over a week. Finally I got a reply saying because of the sale they had a backlog. I paid full price for my Toms. It took them over a month to refund the pair I sent back. Come on Toms get your act together!

Shockingly bad service.
It didn’t say the sandals were being shipped from America so I got an email saying I had to pay import tax. Eventually got through to customer services via email, they advised they would refund it immediately if I paid it. I naively paid it and am still waiting for the refund 6 weeks later despite my regular emails to them.
The sandals are ok, bit tight on my narrow feet but not worth the money and especially not work the extra important tax I paid.
Very unhappy that I have been conned and it taints the sandals when I wear them.

Terrible product and quality since the buyover 3 years ago, was a long time wearer and were very well built, not now obv picked profit over a quality product need to find a new summer shoe now pity.

Schoenen zijn opzich prima, toen ik uiteindelijk de juiste maat had, geen klagen.
De klantenservice is echter waardeloos.
Mijn te groot bestelde schoenen volgens de instructie retour gestuurd, hopende snel mijn geld terug te krijgen. (Juiste maat schoenen via een andere site besteld).
Echter een week later werden de retour gestuurde schoenen weer thuis afgeleverd.
Om dit te herstellen heb je de klantenservice nodig, echter dit lukt totaal niet tot op heden.
Heel vervelend.

WORST customer service for a global company. I have been trying to return a product. The return page does not accept my order number, no response to my emails, chat or social media messages. The phone number listed on their website is not recognised!!!!!!!!!!!!!!

The worst website/brand I've ever shopped from:

1. My order was cancelled TWICE after it had already been confirmed, without any explanation.
2. My THIRD order was also cancelled after four working days, again with no clarification or reason provided.
3. There was no estimated delivery date displayed during the ordering process.

Overall, it was a very frustrating experience, with poor communication and unreliable order processing. I WON'T recommend shopping from this website/brand AT ALL.

Delivery took 2 weeks. Shoes did not fit. 2 weeks after returning them I am still waiting for a refund. Really poor customer service.

Terrible customer service, literally no contact whatsoever, shipping is horrendous, having bought plenty of Tom’s in the past I simply won’t bother again. I really don’t know how a brand with such poor behaviour became a B Corp?

I’ve been trying to get in touch with customer service for a month now through emails. Tried calling but the number does not work!! All I want are proofs of refund. Where can I get in touch with these people😡😡😡

Terrible sizing! the canvas does NOT stretch at all i have bad red marks on both ankles and pain when walking , every other size 5 is perfect in other brands why can't TOMS get it right!!

I have been unable to get help regarding a return request. I was sent a Barcode to use with Dhl. The code was not recognised by their system and so i still have then.

I have contacted Toms again and have heard nothing.

I seem to be left with shoes which do not fit and no help in returning them in order to receive a refund.

I am so disappointed and rather annoyed to have wasted so much time on a supposedly straight forward process.

I would caution people to be careful when dealing with this company.