TOMS (US & CA) Anmeldelser 

Très mauvais service à la clientèle
Très mauvais service à la clientèle.
J'ai voulu échanger mes chaussures car elles étaient trop grandes, mais ils n'offrent pas ce service. On doit retourner er commander de nouveau. La commis a été très gentille et m'a envoyé un courriel pour initier le retour ainsi qu'un code à utiliser pour bénéficier d'un rabais pour première commande que j'avais eu lors de la commande initiale. J'ai voulu utiliser le code immédiatement pour commander les nouvelles chaussures, mais il ne fonctionnait pas. J'ai appelé et on m'a expliqué que je devais retourner les autres chaussures avant d'utiliser le code.
Contrairement à la plupart des entreprises, ils ne fournissent pas d'étiquette de retour (j'ai dû chercher l'adresse moi-même) et n'ont donc pas l'information lorsque l'article est envoyé,
je dois donc attendre qu'ils le reçoivent avant d'utiliser le code de rabais, je suis déçue car j'en avais besoin rapidement. J'ai payé un peu plus de 30$ de frais d'envoi pour retourner l'article alors que plusieurs entreprises offrent les retours gratuits.
Selon le numéro de suivi de Poste Canada, ils ont reçu le colis le 31 janvier. Et le retour a disparu de mon compte, la commande apparaît comme si je l'avais recue et que je conservais les souliers.

Je les ai contacté par Chat le 21 février car je n'avais pas eu mon crédit et j'ai téléphoné au service à la clientèle. La dame m'a dit qu'elle enverrait un courriel à l'équipe de remboursement. J'ai demandé à être mise en copie mais ça n'a pas été fait car je n'ai jamais reçu le courriel.
Le 25 février, j'ai relancé sur le Chat et on m'a répondu le 27 février en me demandant mon numéro de commande et de suivi Poste Canada.
Le.28 février on m'a dit que ma demande serait escaladée car j'aurais dû déjà être remboursée.
J'ai relancé le chat le 1er mars car je m'avais aucune nouvelle, on ne m'a pas répondu.
J'ai relancé le chat le 4 mars et on m'a répondu qu'on escaladait m'a demande. J'ai dit qu'on m'avait déjà dit ça 2 fois et j'ai demandé à recevoir un courriel de suivi et on est maintenant le 8 mars et je n'ai aucune nouvelle, ni courriel.
Je suis très déçue de devoir mettre tout ce temps et cette énergie pour un retour qui se fait si simplement avec la plupart des compagnies.
Avoir su, j'aurais conservé les souliers et les aurait vendus à rabais, j'aurais économisé les 30$ de frais de retour et j'aurais eu un peu d'argent pour les souliers. Maintenant je n'ai plus les souliers, ni de remboursement.

I ordered boots that were totally mis sized - one was actually smaller than the other . I sent those back and ordered a larger size. The return cost me 15 dollars. They have a restocking fee and they will not let you just swap one pair for another exactly the same - They tried to charge me 25 more for the new ones and did not refund my original cost. I will never order from them based on their refund policy!!

Horrible! How can customer service say that a defect is not their problem and they never guaranteed a life-time warranty. Their product was defective and all they said was if I liked the shoe I need to purchase again. Why would I purchase another shoe that will just break! It does not help that the customer service lady was ruse and told me she was unable to transfer me to my supervisor. When I asked again she told me they may or may not get back to me because it would be up to them. Awful customer service please do not support! Funny to see only bad reviews but I just want to warm people about how terrible the customer service is.

Schlechter Service. Schuhe sind schwer und klobig, Retorten kosten. Einfach woanders schauen

Really dissapointed with the returns - I sent a pair of shoes that were too big back and it's been a week, they still haven't arrived and I chose to get credit so I could buy a new pair. It takes 7-10 days for the credit to post after they arrive, but they won't offer me the sale price that I purchased in the first place. I am so dissapointed with the return process. I'd like to order the right size for the sale price before it goes away, and now I can't nor will I be able to use the credit once I get it as the shoe will be full price then.

The current return policy is not very customer friendly, they expect the client to pay for shipping fees, in my case almost as much as the shoes I ordered from them. I'm very disappointed with the overall product quality and how they handled my case, and will never shop there again. I would be careful and avoid this website at all costs. Shop somewhere else, best in person at your nearest store.

First of all, my order took 3 weeks to arrive, which is far too long, and I was unable to use the "tracking number" to track the package. When the boots finally arrived, I tried them on and one of the boots actually has a screw or something coming up out of the sole! Not wearable at all. I try to contact the company to get the boots exchanged, but then found out that I have to pay the return shipping, even though it is clearly a serious manufacturer defect! So, I paid the $33 for return shipping, but I asked for refund on the boots instead of an exchange; I do not want anything to do with a business that doesn't even own up to a defect that could've hurt someone!

NEVER buy online directly from Toms, EVER. I bought my normal shoe size this isn't my first pair of toms either. I cant even fit them on my feet. I paid almost $17 for shipping to the next province over which is crazy expensive. When I want to return them they don't pay for shipping, so I have to pay for shipping again. So $80 + another $20? I would get $50 back but paid almost $40 shipping. So I'd get $10 back from my purchase. I am beyond livid, they literally just stole money from a customer. Garbage customer service. Everyone should boycott these thieves.

I ordered a pair of Tom's that did not fit right. Way too narrow for comfort. Like one of the other reviewers, I returned the shoes, still in the box, to the warehouse in Surrey, B.C. because it was listed as an option, is close by and I thought I could save the return shipping charge. The staff member at the warehouse confirmed the paperwork and was happy to accept my return. I never received a refund and the customer service staff on the phone were completely and utterly useless. They implied that I was making the return up (like I have nothing better to do than try to scam a return). One call-taker insisted I could not possibly have made the return to the warehouse because it is guarded and I would not have had access. She refused to believe that the Surrey B.C. warehouse is not like that. You can actually drive right up, knock on the door and someone answers it. She was having none of it. I must be lying. After three calls to customer service I have given up on ever seeing a refund. DO NOT BUY TOM'S online. They used to be a good company but not anymore.

I ordered the shoes following the guide on toms website. But those were too small for me. So i wanted to go 0.5 size bigger. But i never got my money back from the return. When i called customer service, the lady told either i can return it with canada post at my own cost, or drop it off at nearby warehouse. Dropping them off was easier for me because warehouse is only at 30minutes drive. Later, i was told by another representative at customer service that i should not have dropped it off, as shipping is the only way to return. I told her i was given 2 choices, so i followed that. She said do you have a proof? So, then i was told that they will listen to call recording from that day and get back to me. But nobody called back and i never got my money back. Please never order with them.

Package "could not be delivered to UPS access point". Had to convince the customer service 15 minutes that the package is on the way back to California and not to my apartment (was written clearly at UPS tracking!). Three weeks after the order still waiting for refund, even though I ordered with a store-credit because the original shoes I ordered have been super bad in quality.

Retouren kosten, sind langwierig und unübersichtlich.
Dauert ewig, man Nachricht bekommt, dass die Retoure eingegangen ist. Jetzt wird jedes Paar einzeln zurückerstattet. Was soll das denn?

Bought 2 pairs of shoes, one pair was 2 sizes too small and other pair had already been worn outside.

No bueno. Adults sizes are too small, youth sizes too big... you have to pay for your own return shipping just because their own sizing is inaccurate. No point to buy from here.i would like to update with a photo but I don't see attachment area

I received 2 different size shoes but didn't realize it until I was getting ready and wore them from bathroom to living room. Tom's won't let me return them because I "wore" them. What am I supposed to do with 2 different size shoes? Bad business Toms.

I bought boots half a size smaller than my usual shoe size after reading the suggestion on TOMS website. The boots came in and are too small!! I called customer service to get a free return (something they don’t offer to their Canadian customers, just so you know) and they told me I'd have to pay for my own shipping back which was upsetting (and close to $30). They told me I should’ve checked their size chart before ordering. Why do they add info about buying smaller if you have to double check with the shoe size anyways??? I won't buy from Toms again.

I ordered a pair of Mallows in a final sale which should have been fine. I wear size 10 always without question. These are so big they are at the least a size 11. Calling Toms they said no returns. Even a credit would have been nice. Now I'm out $12.97. They definitely do not run true to size!

Refund received.

Why does it take up to 14 business days to process a refund? That is insane! They received the shoes 10 days ago and have probably already resold them; I am out shoes AND money. I was going to use the refund to buy another pair - I got a pair for Christmas but wrong size - now there's no way I'm going to give Toms money. I am extremely disappointed!

Tom's had been the worst experience I had with ordering shoes and the customer service. I got the wrong shoe, well I got someone else's order. Then the customer service blamed me for ordering a sale item that can not be replaced. They claimed to process my return but 72h nothing happened. No email back with return information nothing. But customer service said its all in process and could care less. So unprofessional, unbelievable bad service for a company who claims doing so much good in the world. I will never buy a Tom's Shoe again.