TOMS (US & CA) Reviews 

Never will I buy TOMS again!
Bought x3 pairs of shoes from them, went on the website to track the delivery and UPS said delivered - they had delivered to a random corner shop.
When we went to the shop they said the parcel wasn’t there, argued with my other half and when my other half looked at the parcels (that we’re just sat in the middle of the shop) my parcel was there. (This shop is renowned for stealing lottery winnings etc from customers)
When I got the items home I couldn’t fit into 2 of the shoes comfortably so decided to return them only to find out it will cost me £6!! No where does it say when you buy them that a return is £6 and there is no option to take them to a store for a refund 🤬

Complete rip off! I ordered shoes with free postage. It says on the website if you are between shoe sizes to order the smaller size as they will stretch. They arrived and can hardly get them on my feet they are so tight. Went online to organise a return, only to find out it will cost at least £6 to return them! Nowhere does it tell you this when ordering. Will never buy Toms again.

Seriously...I paid a small fortune for a pair of size 9 shoes that were a size 7 AT BEST! Only to be charged a mint to return them. Never Again!

£6 minimum to return shoes you have no idea will fit until you try them on? Absolutely criminal. Focus less on vegan shoes and more on helping customers buy your products!!!

Ordered three pairs of shoes in Canada, they were all of poor quality and were not true to size. It is costing CAD$26 to return. Not acceptable, and now I’ll be sure to let anyone know that I can that Toms is too cheap to offer great customer service. Do not order from them unless you have tried it in the store first.

They state in their returns that buyer pays fro refund, this is far enough, but they don't mention how much this costs and then slap you with a £6-£7.10 charge when you do go to refund. They also don't give any other option! They also state this is because postage to the Netherlands, but my returns label states the parcel is going to NORTHAMPTON! This is disgusting, will never use them again!

I placed my order July 6th. I called customer service July 15th, since I still hadn’t received an email that my order had shipped. The next day I got an email saying my order has shipped. It is July 26th, and when I track my order, all it says is “shipping label created”. So, almost 3 weeks later my order hasn’t even shipped. I’ve already been charged and paid for my items. Almost feel like Toms has stolen my $. BTW I can only call their customer service while I’m @ work, because their hours are M-F 8-5. Smh, do better Toms.

I ordered a pair of shoes on July 6th and they're not scheduled to deliver until July 22nd. Over 2 weeks , that's ridiculous. I will never order anything from this company again.

Absolutely no idea that it would cost me nearly £7 to return shoes to Toms. They make no mention of this cost when you place an order. Will never order from them again. What a rip off!

Tom's double shipped me under 2 different order #s and charged me twice including shipping when I contacted customer service about this for a return authorization I was emailed a return label for free shipping but they would not refund the shipping on the 2nd order which I did not even place. Which I found to be disreputable
Ellen

Bought 3 pairs of TOMS, all too big. Used on line chat with customer services, this was an awful experience, indifferent and rude. Had to buy online because of shielding, TOMS should suspend their charge for returns during the pandemic.
Cost to return £7, which is a lot of money, to find TOMS only refund on pair of shoes at a time! They are all one order and paid for all at the same time and now I have to wait for TOMS to make individual refunds.

I have bought several pairs of Toms over the years for myself and decided to get a pair for my daughter. They arrived on time but were unfortunately too big. I've just completed the returns form and it costs £6.00 to return them. Although the item was free delivery, I feel £6.00 is very expensive to return an item. Will definitely not be purchasing directly from Toms again.

I mistakenly ordered a pair of men’s slippers instead of women’s. Sale item, no return. I noticed my error and immediately called to try to cancel. On hold for 1hour, was told my order was already processed, but was told I CAN return them. Tried to do that online, was told I can’t. Tried to do online chat, nobody there. I’m mad.

I have been a fan and supporter of TOMS shoes since I slipped on my first pair. My last (ongoing) experience has impacted me deeply so I will discontinue to support the company.
I had ordered a discounted pair of honey leather leilani booties from the site and was sent a black pair. I called and the agent advised they could only offer a store credit, refund, or I could wait till the shoe became available - I chose the later. After waiting a few weeks without the shoe being listed in the site I called, again. The agent advised they could resend the honey booties and the order confirmation email (like the original purchase) was correct, but I received a black pair. I called, again, and was told the warehouse had an issue and I could choose a new shoe that would be overnighted - I placed my order with the agent (who had to wait for approval from a supervisor). I received a voicemail that the supervisor’s system was down so I could have a refund or a percentage off that was less than my original offer. I am still trying to get through to another agent and I am very displeased with the resolution thus far.

Bad customer service experience.

I have a pair of Toms that I've loved for years. They finally got a rip and I ordered a new pair in a different style. The fit was completely different despite being the same size and they didn't look super flattering. I go to return them, and it's going to cost me $25 (yes, $25) to return the shoes! These are $80 shoes so now I'm not even sure if I should return or just find someone locally who wants to buy them. Ugh. Every other company I have ever bought anything from always provides a return shipping label if they don't have retail stores. I am apalled and then when I called the CS rep didn't really have much to say at all AFTER I WAITED ON HOLD FOR OVER ONE HOUR. That's right. Super disappointed.

I will not be ordering from Toms again. First time ordering and I ordered my usual shoe size and they came up very small.

To return the shoes it cost me £6 and it seems they are shipped to the Netherlands!! I sent the parcel mid April and 3 weeks later and it’s still not there and still no refund. Such a disappointing first experience and I’ve lost money in the end.

I tried to return an item and originally requested for instore credit. I later decided that I wanted the money back onto my visa and reached out to the customer service team. They originally were very accommodating and said it would go back onto my visa in 7 to 10 days. 15 days go by, and I reach out to them saying that I wasn't refunded. I reached out again, and they said it would be refunded in 7 to 10 days. My money STILL has not come in, and this is my third time reaching out to them. They just NOW told me it'll be another 7 to 10 business days. I just want my money back, and it really shouldn't be this hard to just switch it over.

If you're going to order from TOMS, be SURE this is the right size and what you want because returning anything from them is a NIGHTMARE.

Terrible customer service. Bought a pair of shoes in the sale didn’t fit. No returns label have to print your own despite not having a printer. Told to go to a UPS point no idea what they was and they would print. I did this and they said they don’t provide this service. I will avoid this company. I am stuck with a pair of shoes I don’t want. Customer service unhelpful refused a manager. Avoid this company.

No more Toms for me. I bought a pair of shoes on a "Final Sale". Inside the box, on the receipt, it warned that shoes cannot be returned. I don't want to return the shoes, I just want a larger size, these shoes fit very small. When I called, they said they consider that a return so they wouldn't exchange my shoe. I will throw them away and I paid a lot for them. I won't buy another pair of Toms shoes.

Best Shos Ever!!!
Toms are the most comfortable shoes I have ever owned. I can't go anywhere without wearing them. The classics especially are really easy to travel with and I can wear them for a long period of time,