TOMS (US & CA) Anmeldelser 

I mistakenly ordered a pair of men’s slippers instead of women’s. Sale item, no return. I noticed my error and immediately called to try to cancel. On hold for 1hour, was told my order was already processed, but was told I CAN return them. Tried to do that online, was told I can’t. Tried to do online chat, nobody there. I’m mad.

I have been a fan and supporter of TOMS shoes since I slipped on my first pair. My last (ongoing) experience has impacted me deeply so I will discontinue to support the company.
I had ordered a discounted pair of honey leather leilani booties from the site and was sent a black pair. I called and the agent advised they could only offer a store credit, refund, or I could wait till the shoe became available - I chose the later. After waiting a few weeks without the shoe being listed in the site I called, again. The agent advised they could resend the honey booties and the order confirmation email (like the original purchase) was correct, but I received a black pair. I called, again, and was told the warehouse had an issue and I could choose a new shoe that would be overnighted - I placed my order with the agent (who had to wait for approval from a supervisor). I received a voicemail that the supervisor’s system was down so I could have a refund or a percentage off that was less than my original offer. I am still trying to get through to another agent and I am very displeased with the resolution thus far.

Bad customer service experience.

I have a pair of Toms that I've loved for years. They finally got a rip and I ordered a new pair in a different style. The fit was completely different despite being the same size and they didn't look super flattering. I go to return them, and it's going to cost me $25 (yes, $25) to return the shoes! These are $80 shoes so now I'm not even sure if I should return or just find someone locally who wants to buy them. Ugh. Every other company I have ever bought anything from always provides a return shipping label if they don't have retail stores. I am apalled and then when I called the CS rep didn't really have much to say at all AFTER I WAITED ON HOLD FOR OVER ONE HOUR. That's right. Super disappointed.

I will not be ordering from Toms again. First time ordering and I ordered my usual shoe size and they came up very small.

To return the shoes it cost me £6 and it seems they are shipped to the Netherlands!! I sent the parcel mid April and 3 weeks later and it’s still not there and still no refund. Such a disappointing first experience and I’ve lost money in the end.

I tried to return an item and originally requested for instore credit. I later decided that I wanted the money back onto my visa and reached out to the customer service team. They originally were very accommodating and said it would go back onto my visa in 7 to 10 days. 15 days go by, and I reach out to them saying that I wasn't refunded. I reached out again, and they said it would be refunded in 7 to 10 days. My money STILL has not come in, and this is my third time reaching out to them. They just NOW told me it'll be another 7 to 10 business days. I just want my money back, and it really shouldn't be this hard to just switch it over.

If you're going to order from TOMS, be SURE this is the right size and what you want because returning anything from them is a NIGHTMARE.

Terrible customer service. Bought a pair of shoes in the sale didn’t fit. No returns label have to print your own despite not having a printer. Told to go to a UPS point no idea what they was and they would print. I did this and they said they don’t provide this service. I will avoid this company. I am stuck with a pair of shoes I don’t want. Customer service unhelpful refused a manager. Avoid this company.

No more Toms for me. I bought a pair of shoes on a "Final Sale". Inside the box, on the receipt, it warned that shoes cannot be returned. I don't want to return the shoes, I just want a larger size, these shoes fit very small. When I called, they said they consider that a return so they wouldn't exchange my shoe. I will throw them away and I paid a lot for them. I won't buy another pair of Toms shoes.

Best Shos Ever!!!
Toms are the most comfortable shoes I have ever owned. I can't go anywhere without wearing them. The classics especially are really easy to travel with and I can wear them for a long period of time,

Returned an entire order, they shorted my refund, refused to do anything about it other than say “SOL, sorry.” Worst customer service in the world. Don’t get how a company that steals from its customers is still in business, double check your refund amount!!

I have never been treated so poorly by a customer service department.

I initially called customer service to return a pair of shoes. They said return them and then call back and they’ll credit me for the return to get a similar deal on a new one.

After returning the pair and calling the new rep told me there was no record of that conversation because the previous rep had not make any notes.

After asking if there was any way they can help me she paused said no and then hung up on me mid-sentence.

EDIT: I found their social media customer service to be much better and solved my problem quickly and accurately.

Horrid Customer Service

I ordered a pair of boots on sale, was charged for them on my CC, but never received a confirmation email with the order. I spoke to customer service twice trying to figure out the order number and shipping and both times the customer service was completely unhelpful and said my order did not exist when they looked it up multiple ways. To place a order your name, email, shipping and billing addresses are given so the order should be able to be found. The experience with the employees was not great. This company is highly untrustworthy.

Thank goodness for credit card disbutes and the ability to get your money back. I will never be purchasing items from this company again.

I ordered 3 pairs of shoes for 150$, when they arrived, one of them Mules style model Stone Nubuck Women's Nova Slip-On Espadrilles, was too small, I always order the same size and had no intention to ship it back, I really waited for them and was very disappointed to have them returned. I called Toms customer service and the lady answered the phone and provide a label back. I tolled her I want to reorder the shoes in the correct size, with the same price I got them and with s free shipping as I received the original order, she said sure no problem we can do that and also offered me a promo 10% and a free shipping, I immediately checked the code and it worked. and the call got disconnected. I called again and another lady answered I tolled her what happened and she said she can offer me the same price I paid but not a free shipping, I tolled her that I was already offered free shipping and that I do not place a new order its just a wrong size and i want the same shoe she said let me check and she said ok we can do that but she cant see the size and if i want i can call in 2 days, I saw online that the sizes are definitely available, she said that od the app they use its not available and kept arguing with me! I am in shock from the customer service they provide I have never seen anything like that before! and I own allot of TOMS pairs, until now they were my favorite brand, not anymore! I called AGAIN and Jeremiah answers and his customer service is the worse of all of them, he said that I can order the shoes with him on the phone and he sees that the size is available but he can not give me a free shipping like I was already offered before by the lady. he kept arguing and he had really bad attitude he raised his voice, and he tolled me that there is nothing he can do, he answered me back with questions like, do you want to pay the higher price or the lower price because I can not give you the price you paid so you can either pay 35 or 45 he was not willing to offer me the original price I paid nor the free shipping I originally had, as we speak I checked the 10% I got in the first call and it wasn't working, I asked him if he can at least give me the promo 10% code again because it isn't working anymore and he said that he cannot do that, I asked to speak with a manager and he said non of them is available, and that he cannot i cannot continue the call with you and hung up the phone on me! Calles AGAIN!! and asked to speak with a manager, lady answered and said I cant hear you and hung up the phone on me! Called again and recognize the lady who offered me the same price i paid and the free shipping but tolled me that the size is out of stock in their app, I tolled her that the previews guy did find the correct size, and she recognized me and said she is working on the free shipping, she then was silent for 5 minutes, and said ok we can order the pair of shoes and asked for the credit card, before i gave her the number i asked what is the total? total should be 25$. She said 45. I said how come, we went over it already for many times, she didn't want to give me her name, and asked "do you expect to pay low price and have a free shipping" and laughed! I said I expected to pay what I originally paid its just a change of the size. she laughed and hung up the phone on me I am so disappointed! will never order toms again and gonna return all pairs that i received today.Do yourself a favor and order different brands because this customer service feels like moms and pops shop and not a brand that respects their clientele. you'll feel like your in a ghetto burging drugs on the street and not a serieuse brand that respects itself.

TOMS is terrible,. I wish I could give them zero stars. Their customer service is unbelievably bad. You cannot reach anyone. You cannot get anything resolved,. They just don't help. Please this company just collapse please. The existence of TOMS makes their customers' lives so difficult. I hate TOMS, to be honest. DO NOT BUY FROM THEM, unless you want headaches.

The shoe received was still too small, but the returns policy is completely unethical for a company that prides itself on its ethical procedures. It's over £7.00 for a return and they will not even let me exchange or return on Store. There is no mention of cost in their returns policy, simply stating "Select your method of payment...." and to find out that it costs a 1/3 of the price of the shoe to return is deceitful.

I love their shoes, however, I just bought four pair and they went on sale two days later. I called for an adjustment and was told NO!!! I don't have much money but loved the holiday shoes and it killed me to spend $54.00 but I did. The people they send the free shoes to are not the only ones that don't have much. I am happy to help them too. This has put a very bad taste in my mouth and I won't be buying TOMS shoes any longer. Very upset and saddened by their response.
merry Christmas to you too.

The boots I had ordered were not the right size size 5 was more like a size 3. Can’t believe there is no returns label and had to go through a whole nightmare of a process through a shambles website called ReBOUND. Very complicated not only that it cost me £6 to return the boots. Will never buy from Toms online again.

Worst customer service I ever experienced in my life. Sent shoes back month ago, still didn't get a refund. Spoke on chat with them TWICE and nothing happens. All they say is they waiting for a response from other department. The customer service is a joke. I won't ever buy from them again!! And I dvice everyone to Do NOT do that mistake as well. Crap company.

Impossible navigating their site, the email and password does not work, thought i forgot my password, so got them to email me my old one, didn't get an email back. no customer service number, no returns address, what in the hell am i supposed to do with 3 pairs of shoes that are too small? NEVER AGAIN

Ein Stern ist schon zu viel. Passt bloß auf mit den Retouren!!! Ich bestelle häufig online und habe meine Artikel vollständig an Toms retourniert. Zwei Monate später bekomme ich die Info samt Mahnung, dass die Artikel NIE bei Toms eingegangen sind. So etwas ist mir noch nie passiert! Absolute Frechheit und grottenschlechter Kundenservice. Email Postfach immer voll. Hier scheint beim Retouren Management etwas überhaupt nicht zu funktionieren.