schuh Reviews 

I’ve been a customer for years but am losing faith. Their 100 day return policy seems to be some kind of reselling used items service. Ordered 2 pairs of Vans for my daughter. One pair are okay but the other pair are really dirty inside?? The outside has rub marks and dirty marks…they definitely don’t look new!! Tried to call customer service but after 20 mins of waiting with no indication of place in the queue, I gave up. Won’t be buying from them again, pretty disgusted to be honest, at least check the shoes you’re selling are not used!

I brought a a pair of trainers for my grandson for Christmas and had them delivered to the local shop.
When I collected them and brought them home I opened the package and the box was smashed in. I sent a complaint email as I don’t think it’s acceptable and I will be embarrassed to give as a gift when the box is in a bad way. I have mobility problems and use a mobility scooter and to take them back to the shop is difficult.
I have had no response to my complaint at all. So won’t be shopping then in future.

I paid extra for same day delivery with Stuart, from the Schuh store in Stratford Westfield. It was marked as picked up and the tracker came to my house, but then marked as delivered when nothing had arrived. I checked local houses to see if it was delivered there by mistake but nothing was there. I can see the whole road from my window - no bikes/cars/vans turned up at all. I tried to get through to customer service for the courier which was impossible - incorrect phone number and only articles to support the drivers. Schuh's customer service also doesn't work - live chat doesn't connect and have been on the phone for ages waiting for someone to connect the call but can't get through. So there's no way for me to get a refund or my delivery. Beyond pissed off. Don't buy from here!

I am appalled at the customer service I received. I tried getting into contact with your customer service team which is a nightmare within itself. I finally got through so someone using the WhatsApp feature. I explained that I had put the wrong address on my delivery notes and wondered if I could cancel the order or change the address. At this point I was told I couldn’t do either as it was now with the delivery provider (wouldn’t have been a problem if it didn’t take so long to get through to someone).

The customer service staff member however then said they can put a return to sender on the delivery notes and that way it wouldn’t be delivered, returned to them and a delivery could be processed. I thought great, sorted!

Nope, two days later I had an email to my parcel had been delivered. So I got back in touch and this time the attendant told me there was nothing they could do about it now as it had been delivered.

I’m so frustrated, I wouldn’t have minded if they had just said nothing could be done from the beginning (maybe a bit upset at loosing £190) but at the end of the day it was my mistake. However what I really think is disgusting is that you promise something to your customers that you actually can’t do!

One they over over priced for what they are and then they use the worst courier ever flipping FedEx who on earth uses them! Nothing but issues with them awful customer service, awful website which doesn't let you up date anything they only deliver the item if someone is home as they need a signature this is the worst experience ever and Ive used evri so that is saying something. I won't be buying from them again until they change the courier they use.

Shocking service. They say they offer you a secure (singed for by you) delivery service.

My delivery was (thrown over the gate) <--- their exact words, and signed for by the driver. When i got home the parcel was nowhere to be seen as my gate is not locked.

I asked for a refund as i had to go and purchase the shoes elsewhere for a funeral.
The outcome i got was the gps proved the driver was at the delivery address at the time they had it confirmed for delivery.

DO NOT USE.

Evri will just sign the parcel for you and not care if you receive it or not.

Sent 1 shoe and terrible customer service
I ordered a pair of crocks on line with a whole week until they were need as a birthday present... i thought plenty of time. The crocks arrived on the monday... great... until i opened the box. There was ONE LEFT CROCK, which wasnt even the correct size. Completely flabbergasted by the inadequate picking and packing and checking of online orders. I have now been communicating through the online chat, whatsapp and insta DM's for over 48 hours and i still dont have a replacement processed. replies take hours and just seem to go round in circles with no actions being made. I am now being told they are not available for next day delivery but yet still no confirmation on a new pair being sent, it has taken over 24 hours to get that information.

Completely appalled by the service from this company and will not be buying from then again.

I visited the Argyle street Glasgow and also the Buchanan Street Glasgow today with my nephew and sister as we were looking for shoes for my mums funeral!
I found the staff in both stores incredibly helpful with trying to sort an online order out hat would not be delivered in time for the funeral and managing to find ones in another store! They were just so lovely their names were Charlie and I think Carrie in the argyle street and Chloe in Buchanan street.
I work in End and my sister works in Office and we were both saying that even though we are very helpful to customers it’s rare to get that anywhere else never mind the two store
Just wanted to say thanks to them for what was such a stressful day
Regards ,
Lynne Gough

Great experience with Nicola in customer services who quickly dealt with a gift card refund however before this, the service was poor with items ordered , payment taken and not in stock (1 star). Waited 45 minutes on each of the 2 calls I made so, cannot give higher score, however Nicola's service today over the phone raised my rating to the 4 star.

very disappointed with the service ordered 29th emails stating despatched delivery 1st -3rd had to contact them on the 2nd was informed they have not been despatched yet. These were for birthday present but will now arrive late, dont understand why the will email with tracking number etc and not have sent them out.

Good luck trying to get through to someone. Tried all channels of communication (Phone, Whatsapp, Livechat) and got no where.
I'm still yet to speak to someone!

Update:
Schuh replied to me via this platform, just to direct me back to the webchat that doesn't connect. I've tried via different browsers as well as my partners phone and nothing. Oh and I've had 1 response in a 24 hour period via WhatsApp, but only to say they're sorry for the inconvenience, no help, no nothing!

Shoes were delivered in time & were exactly what I ordered, would definitely use them again

I ordered some expensive boots off this website I have waited all day for my delivery and they have been delivered to another location. Absolutely ridiculous! Don’t order from schuch if your waiting for them tobe delivered on a certain day you will be very disappointed. Also I was waiting on the telephone for someone to answer for 46 minutes. Very rude customer service. She put the phone down on me!
Very poor customer service

I was planning to buy UGG trainers and had heard from other customers that they can fit a bit tight, so I decided to visit Schuh in Cribbs Causeway, Bristol to try them on. Oli was incredibly helpful and provided brilliant service. Thank you!

Dear Schuh
Today I visited this store with my 4 year old granddaughter. We tried on kicker boots priced at £36.99 according to the label displayed on the boots. My granddaughter loved them and left the shop with her mum whilst I paid for the boots.
The assistant then said that the price was £58 and said she was sorry she didnt realise they weren’t in the offer being a size 8.

The manager Chloe offered 10% discount after I complained. I said that they should not have had a labelled price of £36.99.
The manager “thanked” me for bringing it to her attention and said that they had 24hrs to correct the price and that she cant sell them to me for the price on the label as it says size 13-2 on it.
Having checked trading standards surely this is false advertising, to entice people to try and buy the shoes for young children only to find that the price jumps by £21 when you actually buy them.
Trading standards
“If you are told an items price at the till is higher than what is advertised, you can ask the retailer to honour the advertised price”
Trading standards enforces laws that prevent businesses from giving misleading price information, making it as criminal offence to do so.
Businesses must display clearly and legibly in stores.

I am asking for clearer and honest pricing and assistants who point out that the price advertised on the kicker boots is not actually what is being charged.
I would like a refund of £15.21 please to honour the stores mistake not mine or my granddaughters.The point of this is not the money I want refunded but the false advertising especially when children are involved!

I’m having to post here as this company CANNOT be contacted by email at all.

Ordered a pair of shoes on wed, before black Friday, they arrived Saturday standard shipment, correct shoe, correct size, no issues.

Didn't have to use customer service so can't comment on that.

Absolutely horrendous.
Placed an order which they couldn’t fulfill so they cancelled. Payment from gift cards not refunded and reward points deducted and not replaced. Had to message back and forth for days to get sorted. Still no reward points refunded. Notified item back in stock so re ordered - cancelled AGAIN. Took gift cards and did not refund AGAIN. Had to message and battle to get sorted for nearly 2 weeks.
Stupidly after 2 months ordered in Black Friday - used gift cards and AGAIN they have cancelled the order and not refunded my 2 gift cards -
**just managed to get through to customer service who said they had the item in stock and she was recreating the order - no email confirmation but we shall see if anything arrives. I’m not hopeful at all after past experience

AND IT GETS WORSE. They’ve cancelled it AGAIN and took my gift cards AGAIN

I purchased a pair of £62.00 kickers school shoes for my son assuming they would be good quality. After less than 2 months they have completely fallen apart. I took them to Colchester sore expecting an exchange in line for my rights as they are not fit for purpose. I was accused of lying by shop assistant who said they suspected “foul play” My son is autistic and found the experience really upsetting. He is 13 and I have never had this experience with any shoes we have purchased prior to this. So if you don’t want poorly manufactured shoes that fall apart and then to have your child accused of lying I don’t recommend shopping at schuh. Worst customer experience I have ever had.

Absolutely awful customer service, shop assistant spoke to me like I was dimwitted...

Absolutely disgusting, I placed order on Thursday for a birthday present with delivery on Saturday 5 hours after I received email that my delivery will be delayed till Monday !!!! Contacted customer service to get some help but how in wrong was I doing so , no mention behaviour of that person no solution was offered like checking stock in another shop in Edinburgh or offering instant refund so I could go elsewhere, I’m absolutely appalled by this behaviour and I truly do not recommend buying anything from this company ! They really don’t care also after contacting again customer service I was told I can return item on Monday and wait 7 days for my money !!!!! And make another purchase elsewhere!!!! I don’t have infinite £50 on my bank account juts waiting to be spent!!! I will never ever again buy from this shop and I recommend to anyone who is sane and sorted to go elsewhere, lack of empathy and no mention keeping to date promised when placing order is absolutely shocking !!!! They ruined my present plans and part of birthday surprise!!! Shocking !!!! I can understand one day delay with delivery but 3 days is unacceptable!!! Do not buy from them as you will be very disappointed!!!!!