TOMS (UK) Reviews 425

Very positive customer experience with polite and helpful staff.

I ordered some boots, that sadly didn't fit. I returned these a month ago but hadn't recieved any updates or money back. I chased this and was told..

I would like to inform you, that you can track the return only until the arriving to our internal HUB of Cycleon. From there the item went to our warehouse in the Netherlands. The return time line takes up to 145 working days.
Based on the return tracking information, the latest update regarding your return, it is in transition to our warehouse, will be received soon.
You will receive an email, when your return arrived the warehouse. Once we've received your return in our warehouse, we will process it within 8-10 working days.

Personally I find this response hard to comprehend and also baffling that the boots seem to go to the Netherlands then back to the UK and so are still in transition and yet to be processed one month on?

The idea that it's acceptable to wait 145 days to be processed is also shocking.

So I may have to wait quite a long time further to get my money back. Definitely won't be risking purchasing shoes again if they keep over £100 of a customers money for that length of time.

I received the right boots that I had ordered, however unfortunately I had two left boots, one size 6.5 and the other 7.5. I contacted Toms customer services and I have to say they were extremely apologetic and very helpful in getting a refund. From reading other reviews and my experience from Toms I feel your company could benefit from a little more attention in dispatch.

Furious with TOMs. I am £80 out of pocket, still without a refund! The ordering system kept going down at checkout, so I didn’t even realise I’d ordered these shoes, then the delivery partner failed to leave sufficient information, so I didn’t even know I had shoes to collect for ages. When I contacted TOMs they promised me an email confirming they would grant a refund, so I returned the shoes (they didn’t fit). The email never came through (and they even said on the phone - contact us to confirm you got the email - if we don’t hear from you, we’ll call you straight back - which they didn’t 24.10.23). Based on trust I returned them anyway, but it has now been 3 weeks since I sent them. So I’ve lost £80 and have no shoes to show for it.
Update: I was told I would get a refund but have been sent store credit. Which is not what I was promised and I think - as another reviewer has previously said, contravenes British consumer laws.
Update - I am now being ignored by Toms.
Attached - proof of return.

17.11.23
Update. Attaching email stating I have been given store credit. This is not a refund which TOMs continue to claim I have been sent.

Easy ordering system. Unfortunately the item was a little on the small side so I had to return. The return process was easy and free. Good follow up customer service when I had a query. Gives me confidence to order toms on line again

Good customer service, thanks.

In 6 days they are not able to deliver a simple pair of espadrilles . Contacted they just informed that it escalate to another department ( ?!) by Lisa. Probably another 3 working days . However, very poor customer service team which looks useless being just AI generated answers.

I have bought Toms espadrilles numerous times over the years, they are a Summer staple, stylish, well made confortable, and Toms ethos is also great.
Today I had a problem ordering a pair on line and I phoned your help line. It was answered without much waiting by Lisa. She was brilliant.
Im not very internet savvy and she guided me through the whole process with such patience efficiency and charm that Id like to send a big thank you to her, and to Toms.

Thank you for being so helpful.
i enjoy wearing your shoes.

Ordered a pair of shoes and was sent the incorrect size. I raised this with Toms on 3rd August and sent through the requested photos to prove the incorrect size on the 4th. They did not communicate any next steps until I emailed them again and returned the shoes on the 10th August. Once the shoes arrived back at the warehouse on 23rd August. After repeated attempts to get the company to acknowledge the refund processing it was finally processed today (7th September) and this was only after I raised the concern again and was told they had not received the order. At this stage I threatened to escalate the issue as clearly someone on their side was not being truthful and then all of a sudden my refund was processed.

Ridiculous customer service it has taken over a month to correct their mistake in the first place.

I’d leave it zero stars if it was an option.

Shoes are on the bigger size so be warned, go 1/2 down or full size down.

Delivery takes ages.

Returns take ages and even then they give you store credit instead of refund as their default. So make sure you ask for a refund.

Not a great experience so this is the first and last time I’d buy anything from Toms online.

Bought a pair of shoes that were far to narrow, not sure who's feet they are based on when making them! Very very slim feet.
I sent back on the 15th August and have had to contact Toms twice to find out about the refund.
Not sure I would buy online again as the process, if there is a problem, is long and time consuming as a customer.

Thank you for your response, but I feel that these particular shoes are poorly sized in terms of width, and the sizing. I have other Toms and they are of normal proportions in terms of fit. I even bought a size up and they were impossible to get on?
I actually ordered on the 7th August. I emailed after 2 weeks of sending back, which I think is ample time to allow for a refund. You do not wait 3 weeks for payment of the shoes after they are ordered by the customer. I feel your process is slow without any communication to your customer to keep them informed. I like your shoes and this was an unfortunate experience that I will not be repeating.
I would also say that you charged £5.50 for delivery for shoes that are definitely made incorrectly, and did not refund that!

Despite an issue with a pair of shoes the customer service team were excellent in resolving my concerns. Cannot fault.

I bought a pair of toms espadrilles, i am a uk size 8..i read online pple saying they were small and narrow, i decided to buy a size up so bought a uk 9..they fit perfect and are so nice and comfy..so there you go guys chose a size up

Bought a pair of sandals last year from Toms and have only worn them 10 times as they are sandals and only wear them in the summer. The straps have already broken off. Told by Toms I am out of 12 months warranty. Literally ordered them 22 June last year so they got to me prob end of June early July. They broke on August 10 2023, Just over a year old and not even worn a lot and already broken. Absolutely ridiculous for the price you pay for Toms shoes. Obviously there is a fault. I’d understand if I wore them everyday for the past year but I haven’t.

phone contact the company - extremally helpful and patient.

Shoes didn’t arrive. Ups took a photo of delivery. Not our house or indeed our dog!!
Complicated and lengthy procedure to correct matters.
Lot of talk about help but not much direct responsibility taken.
Ps investigation will take 2 weeks, birthday present will be very late. Spent many hours trying to trace false delivery address.

First shoes bought and returned received a credit note ....not clear when buying this was automatic.
Second pair bought with credit note in part payment shoes returned with specific request not to have credit note.
Refund made but only for the excess above first credit note.
Requested specifically for refund credit element explaining that I no longer feel TOM shoes a good fit for my feet and received email which effectively ignored this request.
I do think this contravenes some British law regarding refund if products not fit for purposes.

Waited nearly a month for a refund even though the return was delivered to the UK hub 2 days after posting. Only when I contacted the customer service team did I receive my refund.

Never going to buy online again as if there are issues the hassle of a return isn’t worth it.
This is a shame as the shoes I did keep from the order are fantastic