TOMS (US & CA) Anmeldelser 

Absolutely shocking customer service. The straps on a pair of sandals I bought started ripping after I had worn the shoes three times.

I asked for a refund. The company agreed that there was a design fault. Instead of giving me the refund I asked to they sent a second pair of sandals out to me. I had to organise for them to be returned. I asked for a refund again. They gave me store credit. I asked for a refund again.

Finally, they organised to pay for a refund and assured it would be there in 3-4 working days. It has been 15 working days. When I contacted them they told me to go to my bank and query with the bank why the refund had not come through.

Absolutely shocking disregard for their customers. I am never buying anything from them again and will strongly advise my friends to do the same

Toms has bad customer service. They should spend more time thinking about how to retain customers and less preoccupation with recordings of their founder feeding his ample ego. Try to return something and see how it goes; badly! Sizing way off. Returns take forever. Look at other reviews online if you want more evidence.

6 pounds return postage and printer required!! plus the shoes come up small so I have no choice but to return! Very disappointing, feeling misled. Wont be buying them again in store or online!

Shocking customer service. I was offered 10% discount via their website as a new customer. My order wouldn't accept the code so I phoned to ask why it wouldn't work. They gave me several new codes to try, none of which would work. They couldn't explain the reason. I asked to make my purchase over the phone, which with much reluctance they agreed to do. Lo & behold when we got to the paying part my debit card was rejected. I gave 2 more cards but each of those was rejected when I knew full well there was plenty of money in all the accounts. They kept blaming the IT department & said they would look into it & call me back. Surprise surprise they didn't. I wouldn't have pursued this order had my daughter not specifically requested a certain pair of trainers for her birthday. I called again, this time she eventually gave me a new code to try online for 15% discount & hurray it worked as did my first debit card!! The girl on the phone was completely disinterested in my complaint, couldn't answer any questions & did not represent this company in a positive light. There does not appear to be an actual address to make complaints to or any people holding superior positions to be referred to.I like their ethos but they need to sort themselves out otherwise we as a family will not be using them again. High postage charges for refunds.

How much for return postage?

Have had to pay £5.05 to return my order and this was the cheapest option available. I’d have been able to return for £2.95 as small parcel via Royal Mail had this been an option. Won’t be ordering from them again

HORRENDOUS customer service! Their phone and chat customer service reps are not helpful and Toms should be embarrassed to be represented by such unprofessional people! I ordered a pair of shoes via the website. I needed a half size smaller, so I called to have a representative place the order and apply the promo and free shipping codes on the smaller pair. Nope, not only did he send my order info to the INCORRECT email address, but he ordered the wrong size AND charged me for shipping. I've called back FOUR times, and hung up on twice, today by a rep named Serenity. I asked to speak to a supervisor, and as of today, have not been contacted. Oh I also chatted in today to get a follow up about the supervisor request, and was just told I had to call in. I'm never ordering from this company again once all of this nonsense is straightened out.

Poor quality and expensive returns.

I have to say I like the intended ethos behind TOMS but not their product. I've ordered two different types of footwear from them now and haven't been happy with either, so have returned them.

Neither product looked as good as on they website, in fact the espadrilles looked ropey - and that's being kind. The problem is their returns as so far I've spent over £10 returning to products with nothing to show for it. There won't be a third time!

Wish I had seen this page before ordering from them! Neither size fitted, £6 to return each shoe on a 72 hour Collect Plus service they force you through. Returns took 12 days to get to their warehouse and their tracking doesn’t update properly so it looked like it hadn’t been received. Rang Customer Service and got the worst customer advisor I have ever spoken to. She advised parcels had arrived but that it can take up to 10 days for a return to be processed. I asked for the postage fee to be refunded as I hadn’t got the 72 hour return that I paid for and she advised it is because it goes to the Netherlands despite the return address being Telford in the UK. I asked to speak to a manager and funnily enough she wasn’t there at that moment. Rubbish company.

I bought a pair of shoes last week from Toms.Shoes were wrong size,one size bigger than ordered.Shoes were far too tight and I wont be wearing them.Will not bother trying to get a refund after seeing reviews on here,and thankfully not expensive.
What an absolute excuse for an online shoe retailer

Another mug....ordered shoes 1/2 size bigger but shoes were ridiculously narrow. Returns restrictive and very expensive.

Absolutely shocking service. I ordered a shoe thay was unbelievably poor quality and nothing like the size I am. I was then expected to pay £6 to return them. I will never buy from Toms again and don't advise that anyone else does.

Edit- I have still not had my refund over a week later.

Cannot contact anybody at all in customer services. For weeks now. Nobody replying to any messages/ emails, nobody answers the phone. The shoes I ordered are too small..I need to return. The return options on their website are not available in my area. There is no return address and I cannot register/initiate a return if I cannot choose one of the return companies (that are not in my area). Cannot get a refund. Left with shoes that do not fit. This is against the law.

Ridiculous!!! For an £18 shoe (that was unhealthily narrow) the expectation is I pay £6.00 or £7.10 return postage?? Why!?! Toms, stop with the feel-good multimedia bombardment and focus on your customer experience! Do not use!!!

Ordered a pair of shoes, all fine. Had email confirmations of order, payment taken etc. Out of the blue get an email simply telling me my order is cancelled. I understand mistakes happen, but the complete lack of communication and the fact that they haven't offered any reason is simply unacceptable for a brand with their pricing (they're not exactly primark!). It was my first purchase and I won't be making one again.

I usually find Tom’s a reliable brand. I used their truefit to buy a final sale item shoe. I ordered a half size up from the recommendation and my usual shoe size to be safe. The shoe still didn’t fit and when I reached out to online chat about a possible exchange the person chatting with me ended chat while I was typing and made me unable to complete a survey. I just lost a lot of respect for this company. It’s a shame because I’ve been supporting them for 10 years now. No more.

I wish I'd come onto trustpilot before ordering online. Like others I used the true fit service which gave me a smaller size than I usually get. Too small. Had I bought my usual size they would have fit. Returns policy is awful. In this day and age where most online clothing retailers provide free return postage, Toms require you print your own label and pay min £6 return postage! For a pair of £30 shoes this is ridiculous. No help via fb messenger either. Avoid unless you are 100% sure the shoes will fit and no need to return.

My girlfriend ordered a pair of Toms, using the "True Fit" shoe size solution. However she ordered a 1/2 size up thinking that the shoe size she was told to buy by "True Fit" would likely be too small.

The shoe she 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 £5.00 for a return and they will not even let me exchange or return to their Carnaby 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 contacted their group chat where I found Johan a pleasure to talk to, but he has to follow the stock responses and he was unable to pass me to management to get this resolved.

I do not understand why I cannot drop the shoes off instore or why there is such a high returns fee. Obviously the last time we use Toms and I question their "charitable" behaviour.

I ordered a pair of light shoes, Rose Gold Dots Women's Classics, and when I got them, I discovered they were too small so I sent them back. The return charges (as directed by Toms) were £5.55. I was made to pay for a higher level return delivery charge. If that wasn't bad enough, I checked my Royal Mail delivery code and discovered that the shoes had been delivered safely but I had received no notification from Toms. I called up to ask why this was and was told that I would only receive notification when they paid me back for the shoes which could in fact take 20 days to process.
Overall, my experience with Toms has been negative. It is certainly not worth buying a pair of shoes and paying over £5 to send them back. I can see on here that I am not the only person to have received very bad customer experience.

I like their product, I have some really lovely and comfortable Toms and wanted to buy more, order a couple of pairs, they were both different fit despite being same size and just didn't look like the picture so I wanted to return them. The returns process has been so difficult, I've had no end of problems logging into their website, and then orders not showing on my account to action a return against, finally got to the return procedure to find the cheapest option to return is £5, very disappointing.

I'm not sure they even have customer service. 3 weeks after purchase I just threw them in the bin. Couldn't contact anyone at all.