schuh Reviews 

I went into the Reading store to exchange a gift that unfortunately didnt fit. The shoes I was gifted unfortunately didnt come in the half size I needed so Ryan(?) explained how I could use insoles, or I could go to a different brand as the sizing may be different or the materials can wear differently so that could help. He asked if I had my eye on any other shoes, I said I loved a pair of Steve Maddens I saw but they were out of my budget. I tried on a different pair but kept looking back at the SMs. Ryan(?) Got me the ones I liked and said he'd find a way for me to get them. I was there with my two little ones and said i could afford the difference between the ones I was gifted and the ones I liked, so he ever so kindly found a discount he could give me to take off a huge chunk of that price difference. When I asked why he did so much for me to be able to get them he simply said "its just nice to be nice". Such a lovely experience and a lovely guy.

Im saying Ryan(?) As that's the only name on the receipt but it says authorised by Ryan and the guy I was served by had to get another staff member so I'm unsure which one is Ryan. Either way, both of the guys were so nice and helpful.

Shoes never arrived, staff unhelpful and just rude and dismissive. Don’t waste your money ordering from this shop.

Bought a pair of doc marten sandals on sale, tried on and they were a smidge too small so straight away started the exchange and put into the InPost locker that night. They’ve just emailed over a week later to say I have to pay £25.01 to exchange as the item was on sale and now isn’t! Disgusting how the original offer isn’t honoured when it’s an exchange, and the exchange was initiated the same day. I’ll be shopping elsewhere, first and last time with schuh.

Edit: schuh have said it was the same product just one marked as waterproof so the system was incorrect and they have sent me a new pair at no extra cost to me, so we will see.

I was very pleased to find and buy Birkenstock shoes after I was patiently helped by Tanatswa in Truro.
She was very helpful and knowledgeable
and went to great lengths to help, refreshing would describe it best.
Well done to her!
Peter Swanson

I visited the Schuh Basingstoke branch on Saturday to buy some shoes for my 1-year-old daughter, and I wanted to leave a review for Allana, who provided exceptional customer service.

I ordered a pair of shoes in-store to be delivered to my home, but Allana suggested that we try on the same style in a different colour first to make sure they fitted properly and that my daughter was comfortable wearing them. It was such a thoughtful suggestion and really showed how much she cared about helping us find the right fit.

Allana was incredibly friendly, patient, and interactive with my daughter throughout the visit. Once my daughter had the shoes on, Allana went to the other side of the children’s section and called her over. My daughter happily walked straight over to her and gave her a big hug, which says everything about how warm and welcoming Allana was. My daughter clearly felt comfortable around her and took an instant liking to her.

It was such a delightful shopping experience for both of us, and Allana truly went above and beyond. She is a credit to Schuh Basingstoke and to the company as a whole, and I hope she receives the recognition she deserves. Thank you, Allana, for making our visit so special!

School shoes that didn't even last 5 months! Emailed photo's of shoes and receipt yet was told they needed to be inspected by a store manager. Problem is, the store they were bought from, which is shown on the receipt, has now closed and the nearest one is really not local. Surely customer services know this and have set us up not to get any refund!

Ethan helped me as soon as I asked for help in the Dundee shop, he was attentive and 100% customer service above and beyond.

Once again a company charging top money but using the shambolic EVRI , I paid extra a week in advance to pick a delivery date and guess what , it didn’t arrive, from now on and no matter the product, if they use EVRI , I’m not doing business with them.

Sent me clearly pre worn shoes and were completely unreasonable about compensating me for them

I took back pair of flip flops as they felt as they had already been stretched. I spoke to sales assistant and told her my problem she said we don't put size 3 or 4s on display so no one would of stretched them. I replied and told her they were size 5 oh was her reply. I asked if I could have another pair and exchange she replied don't think we have this size in stock. I said I had checked stock and they said they had stock. Oh yes we do would you like them. I said yes and she brought them out. I tried them on and they felt totally different. She didn't seem interested and seemed indignant to my taking the sandals back. She put them in the same box I had and walked away. Poor service and in proper responses really not needed.

Ordered some shoes and they became faulty after 4 months. The customer service did say I needed to send them back for inspection or take them to a Schuh store. Was more than happy to do that but I live in Germany, so this wasn’t possible. They said I could post them back but obviously because of Brexit, it would now cost a fortune (I bought the shoes in England). After some exchange via their Whatsapp chat, I was getting a bit frustrated, as they said I couldn’t wear the shoes before they were returned. However they’re New Rock platforms and every heavy - posting these or taking them with me to the airport would have taken so much of my baggage weight allowance. I explained this and they refunded me, without returning them. Again was more than happy to return them but I appreciate Schuh for finding a great solution. Thank you for your great customer service support. Only taking off 1 star because of the time and back and forth, it took for each such a solution but Mhairi is the one who took initiative and resolved my issue. Thanks so much for your help especially.

An amazing shopping experience at schuh In Tottenham Court Road, and all down to Sheleeka who was by far the nicest most professional , friendly person to ever work in a shoe shop.!!!

Awful experience in the Oxford store today.

Only 2 members of staff took for ever to server us. When they did I noticed they took orders for other customers. So gone the days of 1:1 service. When we got the shoes, a member of staff came and ask how we were. My wife (buyer) was explaining she was between shoes and asked the staff what they thought. The staff member looked at her and just walked off. Do not shop here. If I could give 0 stars I would.

Ordered 2x pairs of shoes 3 week ago. Delivery was through fed ex which is the worst company ever. Despite several calls between fed ex and shoe still no resolution to have the shoes delivered or changing delivery option. Finally this week managed to talk to someone with a little common sense who changed courier to evri. Package delivered today with only one pair of trainers. One pair is missing. Worst company to buy from very poor customer service live chat useless!! Will never use again now refusing any responsibility for the missing pair of shoes I have paid for

I ordered a pair of trainers online and received them today, but unfortunately they were clearly used. The soles were dirty, the packaging was damaged, and there was no paper lining inside the trainers or protective wrapping in the box.

Very disappointing experience. I’ll be returning them as soon as possible and will be purchasing from another store instead.

I was afraid after all the negative reviews but since they were about specif things or in store experience I decided to order online. At first I didn’t receive the e-mail with the tracking but after talking with costumer service in WhatsApp they send it. After that I received the order in the date that was given by the courier. A very good experience and I got some shoes that I couldnt in other european shops and were sold out everywhere. Very pleased!

I visited schuh at The Trafford Centre on 12/05/26. I was looking to buy some Toms for my Holiday in Malta.
I was approached by Hannah, one of the Assistants there. She was really helpful.
Apparently there were none in stock but she showed me the selection on your website. Hence, I chose the Navy Fabric TOMS ALPARGATA CLASSIC. I collected them today and they fit perfectly. A very satisfied Customer!

Consistently excellent service both in store and now following a return via the website. Thoroughly recommend.

Extremely Poor Quality and Terrible Customer Service Policy.
Having purchased from high st Schuh for many years l was confident ordering shoes online. The interior fabric of the shoe disintegrated after a few wears and all the heel padding fell out making the shoes too painful to wear. 8 or 10 wears for £125 shoes is ridiculous. The sole and exterior fabric was as new. So, not anticipating being essentially called a liar I returned the shoes online. After several attempts and all kinds of wasted time and effort the shoes were returned to me to confirm it there was no issue with the manufacture or fabric of the shoes. True for the outside but not correct for the inside fabric and heel padding. At the end of the third interaction in their chat, I asked for the contact for the Complaints which was provided. With advice that I would have the same response from them ! Which is this far what has happened. Oh yes and I was also told to contact their supplier direct about the quality !!! You can’t make this up !!! I would never trust buying anything online sight unseen from this company ever again. Good luck to them with their new business model to sell online.
13 May 2026
Update
Thank you for your reply today in Trustpilot. As of yet I have not had a reply from the Schuh Complaints Team. I look forward to hearing from them.

Stratford Westfield unit 1025 Schuh shoes shop ,I always purchase shoes from there,reason is quality,money and customer service is excellent.
Today Tom the assistance helped me to find my size and registration membership card for my next purchase .
I was really tired from long working week he speak to me calmly asked me what I am looking for all over excellent customer service!!!