schuh Reviews 

Visited the Southampton store today, clean, well organised lovely staff. Millie was really helpful outstanding customer service, really nice to have a friendly chat whilst being signed up the the schuh club which wasn’t pushy which makes a huge change as many shops make it desperate that you have to sign up. Thankyou to the staff in store really made my shopping experience great

I brought some boots which didn't fit and returned then via Evri the same day.
On the email you receive, you ar easked to wait two weeks, which I did to be told 'Oh we'll raise an investigation' - Why make people wait two weeks?
It was a very much 'Don't care' attitude.
Was a bit shocked because I've always had a great experience with Schuh but I guess its not until something doesn't go right that you see the true colours of a company!

If I could give their customer service zero stars, I would.

I never received my order, yet Schuh repeatedly insisted it had been “successfully delivered” to a neighbour and treated me as if I was lying even though the named recipient does not exist and the neighbours confirmed they never received the parcel.

For almost a month I was stuck chasing this, repeating the same information with no real investigation. The issue was only resolved after I escalated it directly to a FedEx executive, who confirmed the parcel was delivered to the wrong address — something Schuh should have handled as the retailer.

To make matters worse, I was refunded minus the delivery fee, meaning I was charged for a service that was never provided. This whole experience caused unnecessary stress, wasted time, and completely destroyed my trust in Schuh. I won’t be ordering from them again and will be sharing this experience with others.

After the reply : but this reply doesn’t reflect what actually happened.

I did get in touch multiple times and was not taken seriously. Each time I clearly stated that I did not receive the parcel, the response was simply that “FedEx confirmed successful delivery,” despite there being no photo proof and clear inconsistencies in the delivery details.

Repeating that a delivery was “successful” when the customer is saying they do not have the item is not a resolution. This is exactly why the situation dragged on for weeks and caused unnecessary stress.

I would definitely not recommend buying anything from this company. Communication is awful — it takes days to get a reply. I ordered shoes on 29/11 and received the wrong colour. Schuh then sent another pair, but it was exactly the same colour again. I ended up with two identical pairs.

I was only provided with a return label for one pair, and the company then threatened me with a debt collector to pay for the additional pair that they sent in error.

It is now 15 January and the case is still unresolved. I returned the product on 2 January, the depot received it on 7 January, and I still have not received a refund.

An absolute shambles of a business.

The reason for the low score is due to delivery, I have now been waiting 10 days for delivery.
Fed Ex keep sending emails saying attempted delivery and advise they have put a card through the door which they haven't.
This item was a gift and now missed the date due to no delivery
I will not order from here again

Would give zero if I could
Only 1 star as same delivery was good

Wrong item received i mean completely wrong
Tried online chat , absolutely useless asked me for order number number so copied and pasted took about 7 seconds, then a message from Sarah the agent yiu have been inactive for 5 minutes and disappeared, shocking, tried phone over an hour couldn't get through , probably because of the crap online agents

Buyers beware !!!!

Never received items from the end of November that I ordered.
Received an email stating refund would be issued for the two pairs of trainers on 8th December.
Being trying to contact since 15th December and cannot get any response by email , online chat , on hold for over an hour a time when calling and then cut off. Still no refund !

Will never order online from Schuh again.

I had purchased a pair of new balance shoes. Schuh were unable to deliver to my home address therefore I opted for a click and collect option, the nearest store being 1 hour / 50 miles away.

Upon collecting the order, I opened the parcel to check the shoe and learned I had been given converse shoes. The shop manager assured me that the the error world be rectified and new shoes be sent within three days. One day later I had received an email stating the shoe was not in stock and it wouldn't be replenished.

The time and money I had spent to collect the shoes and no compensation given. I stated that this was unsatisfactory and was thrown a 15 percent discount.

I am appauled at the customer service and the lack of consideration given to the false advertisement and the effort made to attain the product.

This will be my first and last time shopping with schuh.

I wanted to take the time to express my concerns with the service and how unprofessional it was.
To not inform me with the insufficient stock and attempt to cover it with stock which I didn't order shows a lack of awareness with the staff.

Im disappointed with the lack of respect shown to only gift me a 15 percent discount to shop again with schuh.

No thanks.
Regards.
Joe.

Returned a pair of shoes on the 23rd December. I had no confirmation they have been collected, nothing to say they were on the way back, nothing to say they had arrived at the warehouse, no updates on my account on the website and on the 9th finally had a refund. No explanation as to why it has taken so long and the audacity to still take the 3.99 off me for the return.

What should have been a simple return turned into a complete ordeal. I followed Schuh return process and used InPost as instructed, but the shoes were lost. After spending over two and a half hours chasing this, I still have no resolution. Poor customer service and an incredibly frustrating experience — I expected much better.

Update: Schuh"s response to this review showcases their poor customer service - it dose not provide any advice, simply says "we can see you've been in touch". That's my point, I've spent hours trying to resolve the issue but Schuh don't help, leaving me £100 out of pocket.

I ordered a pair of Dr martens and I’m sure they are fake! Can’t find them on Dr Martens official site and they are of really poor quality

I am extremely disappointed with my experience with Schuh.

I spent £100 on an online order which was marked as delivered by their courier, Evri. The parcel was supposedly left in an enclosed porch, but I never received it and it was never in my possession.

Despite multiple emails and full cooperation from me, Schuh have refused to issue a refund or replacement, relying solely on courier GPS data and a delivery photo rather than the fact that the goods are missing. I am now £100 out of pocket for items I do not have.

What makes this worse is that Schuh have also refused to provide an Alternative Dispute Resolution (ADR) provider, leaving me with no internal resolution despite making every effort to resolve this fairly.

Very poor customer service and an extremely frustrating experience. I would not recommend ordering online if you are not at home to receive your parcel.

One of the worst customer service experiences I have had. Sent two left feet. Paid next day delivery. Took too long to talk to anyone about it and I had to deliver it back to them via evri. New pair arrived a week later. Only compensation was a reimbursement of next day delivery costs. Now have been in touch to ask me where the return is even though I sent it back via their evri link within hours of being sent it. Will not be using again. A complete farse

* update - I eventually initiated the return using the Inpost option. From there the return was seamless and my money refunded very quickly. Will look forward to shopping with Schuh in the future. Just sort the first returns link lol & thank you. I've upped to 3 stars.
Barbour boots are not a Euro 40. Anyway they aren't suitable and I need them returned and refunded. Tried to use the return facility and it will not accept the order number. Tried every which way. Hanging on phone for an hour yesterday and 25 minutes today. I have to hang up as have a doctor appointment. Tried WhatsApp. Tried online. Nothing.
This is not acceptable.
* managed to return the boots via the Inpost link. The links aren't prominent enough. The Inpost part looks like an ad or something you do after you've tried the first link. The time taken to try to sort this is too long. The boots were on the website as a Euro40. They were a Euro39. However the agent who did contact me after id managed to send them was polite and helpful but I'd tried to enter the number on the first link the way he advised to no use. Anyway hopefully I'll get my refund. Will still use the site as son uses it regularly. Hopefully just a blip and business busy after Christmas.

bought some boots apparently size 7 yet, they fit people with size 5 feet. tried to return and it would accept my email and order number, tried live chat and over a few days got fed up so rang and still trying to simply return an item which i also need to pay delivery on. wont be using you again.

Alicia (st Stephen’s store) measured up my daughter for some new footwear. She was extremely helpful and kind and knowledgeable.
5* service

Returned an item for a full refund but instead of giving me the full refund inclusive of 3-99 delivery charge as per consumer law they deducted 3-99 delivery charge from my refund amount then took another 3-99 of my refund for the return of the item that i am ok with but they oweme 3-99 i have contacted them but have got no response at all.

I found the walking boots I had been looking for on the Schuhs website at an excellent price and purchased them. I also purchased another 2 pairs of leather boots.

Having made my purchases, I then saw the on-line reviews which were not very complimentary about the company and started to wonder if I had made a mistake purchasing from a company with such "bad" reviews.

WELL, I placed my order on the 27th December and received an email to say that my order was being processed; then one to say my order had been despatched with FedEx.

My order arrived this morning in good order and was as expected.

I CANNOT FAULT SCHUHs AT ALL.

My experience was excellent from start to finish and I am looking forward to making further purchases in the near future.

Thank you

Nottingham Staff - Excellent! The staff at the Notts store are fab and every time I have gone into this store (returning shoes bought online) they have been very pleasant and helpful. They are over accommodating. Fingers crossed this high street store here survives!

Shame on you for using Evri for your courier. The worse, most unreliable company you could possible choose. I won't be buying from you ever again!!