TOMS (NL) Reviews 252

AWFUL! PLEASE DO NOT BUY ANYTHING FROM THIS COMPANY!
ordered nearly two weeks ago for a xmas present, repeatedly failed to deliver. PLEASE DO NOT GIVE THESE SCAMMERS ANY MONEY!!

I recently bought a pair of Toms, because I really like the style and what the brand stands for. Unfortunately my pair was damaged after a few days of use. I contacted the customer service about it and they replaced them for me. I'm happy with my new pair.

I bought the Light Sneaker in size 44.5, but the sizing was off—their 44.5 fits more like a 45.5. I had to order a smaller size and pay for the return, even though it was an exchange. A tip: use the paperless returns option since printing labels feels outdated, especially for a company that claims to be a B Corp.

Toms uses DHL in The Neterlands. DHL delivers constantly their parcels 40 km from where I live. I reported this to Toms but they say they do what the can but it is out of control of Toms. Hopefully I get my shoes in a different way. My advice: change your delivery partner!!

4.99 euro return and you have to print the label.
In an online consumer lead market this is extremely outdated and not a seamless consumer experience.
Especially as the company have limited stores a seamless online experience is essential. They have failed to be competitive and as a result I won’t purchase from them again. I will go to other market leading online stores that have efficient return services.

made a mistake in the order application. Phoned Amsterdam and the lady in charge corrected it and made adjusments by hand. Excellent !!!!

I had a really good experience with their customer service. Easy communication, willing to solve the problem and super polite. I’m really happy with the end result :) best regards, Natalia.

I had a great experience calling the customer service team. Yvette was super friendly and helpful! So refreshing to have someone cheerful on the phone- especially for a Monday!

Love this brand! The shoes are comfortable, made from pure and beautiful materials. Size fit is good (corresponds with actual shoe size). My favorite to wear during summer.

Must haves for Summer and lately I also tried the winter boots which was a nice discovery! Great brand and love the giving back to communities part. Thank you TOMS!

The shoes are extremely comfortable and stylish. Loving the positive impact the brand makes on the world by giving back.

Good quality of comfortable slippers. Easy to purchase and friendly and quick after sales service.

Returned my shoes as they were so tight never ever had a problem before I am still waiting for a refund!

The fabric of the sneakers I bought three months ago came off the sole. I contacted the customer service and they responded within two days. I sent them pictures of the situation and after that I received shopping credit to buy new shoes. Good service, good solution! And the shoes are super comfortable.

They're lucky their shoes are very comfortable and true to size, but I will NEVER order from them EVER again. Their costumer service is one big joke. AWFUL! We ordered shoes, but we never got an order confirmation via e-mail. So we called the Dutch store located in Venlo. They told us there wasn't any order in our name and that we should order the shoes again. We ordered the shoes again but through a different store. Low and behold, the shoes we 'ordered' through Toms.nl turned up. HOW? There wasn't an order found? I should mention that we ordered through the Klarna app as well, just because we could easily return. NOT! We are expected to pay for the order before we can ship the shoes back, even though there wasn't an order in the first place.

Great costumer service, 10/10 would NOT recommend.

I ordered 6 pairs of shoes for my daughter and I. I waited 10 days and then contacted TOMS, as my tracking number with UPS said to check again later.

I was told UPS hadn't managed to find the address but the person on the online chat said they'd ask UPS to try again.

Another 4 days went by and I contacted them again. The same conversation was had, this time she told me if I wasn't happy I could cancel my order. I decided to wait.

Next, I contacted TOMS via Twitter as it was out of hours, they sent me a DM asking how they could help. I gave a new address hoping still that I would get the shoes. To this day I have still not had a response to this message, needless to say, the shoes weren't redirected to the second address I had given.

Two and a half weeks from my order date I went back to the online chat. I was told that TOMS has no responsibility under European Law to ensure that my package gets to me, that as soon as it left them it was my problem!!! The woman this time told me that she couldn't cancel the order but mark it for a return and that I'd have to wait for the shoes to be returned to them to get a refund. She said "I'm sorry I'm not a fortune teller and can't tell you where your parcel is". She said UPS had left a message for me, but couldn't tell me when nor how.

I complained to TOMS customer service and got the same response, that despite never having received the shoes, I'd have to wait for them to be returned to them to get a refund. There was no apology for the comments about the fortune teller and being quoted the "European Law".

All in all, an horrific experience, I felt like I was the one in the wrong expecting the shoes to arrive! They blamed UPS continuously, not seeming to realise that I didn't buy my shoes from UPS, I tried to buy them from TOMS.

I think Toms does a very good job. Delivery is in 1-3 days max. The service of the customer servicedesk is friendly. Patience and they are easy to communicate. I love the TOMS and the good job they do by giving away 1 euro out of 3. Keep on doing this excellent work people from TOMS! Have a great day!

Review summary:
Happy with the ordering process and the delivery of a pair of Toms shoes! Felt the need to write down my positive experience between some of the unfortunate others. Happy with the shoes as well, so far ;-) I do not have experience with returning.

I had owned a pair of Toms sneakers for about two years, so I knew the brand, but had ordered them elsewhere. I did also notice that they had worn out a bit quicker than expected. Even so, I thought I would give a different new pair (of sneakers) a chance.

I ordered the pair on Sunday, and received them (in the Netherlands) on Tuesday, so no complaints there. I payed via PayPal without issues. I missed the emails from shoptoms.nl, but they ended up in my spam box..

They width of the shoe seems a bit more flexible than last pair, so hopefully they won't start tearing on the sides like the last pair. So far I am satisfied with the new pair.

Why not 5 stars? I will have to see how long I can enjoy these shoes, if they last longer, it will be 5 stars after all :)

Returns cost €8!!!! STAY AWAY. They hide behind "free shipping" without making it clear that returns cost an exorbitant amount. Shameful tactics.