TOMS ShoesReviews 77

They state free returns, but the only way you receive a free return if you take a store credit. They go around the bush and make up excuses. Even if you want to return the shoes on your own, they charge you a return fee in order to get your money back. I will never order from Toms again!

Unless you know for sure what your size will be and that you do not want to return them do not buy. You have to pay for the return shipping of your items. They justify it by saying "if its the wrong size, process a store credit instead and we will not charge for shipping" they do not have a smaller size in stock (or available for that matter (I need sz 4.5)
Wont be ordering online EVER again!

I ordered 2 pairs of shoes the morning of Feb 29. Late afternoon I received a text telling me that if I ordered shoes on the 29th, I could get 29% off. The customer service rep told me it was too bad I ordered before 4:09 when the text came out. I will not order from TOMS again.

PLEASE read all of the bad reviews before buying from this company.

Firstly, their alpargatas are awful. There'e a reason that you see so few of them around these days. They are so small, so tight, and not healthy for anyone's feet. I've worn an US Women's 8.5 for almost my entire life. I've bought so many shoes in that size with no issues, but Toms are different. The soles are SO narrow and the tops are SO tight. I couldn't even get my foot inside! The soles to be 50% wider to even accommodate the average foot and not be a binding nightmare. The length of the shoe was almost normal, but if it hadn't been for that I would've assumed that I'd accidentally gotten a child's size.

Beyond that, customer service is awful. I don't mean rude, and I don't blame the customer service employees for just doing what they're told. I mean that their policies are trash. NO alterations to orders that you JUST placed, NO price adjustments (even when their website mysteriously removes your 15% coupon during the last step, as happened to me), NO refunds, NO free returns, NO wiggle room, NO anything. Lots of sketchy stuff such as the free shipping minimum changing depending on what computer you're on.

I have included pictures of my soon-to-be-donated size 8.5 Toms in comparison to the soles of my well-loved 8.5 Converse and 8.5 Bobs. Please consider carefully whether or not these will even fit you before buying, because returns aren't allowed on most items and cost $7.50 on the rest! Oh yeah, and their socks are really tiny and ridiculous too.

I wish I would have read these reviews before my purchase! My other Tom's shoes have been bought thru ZAPPOS which is a GREAT company. TOMS IS A TERRIBLE COMPANY! I was past the 90 days and they wouldn't give me a store credit to get the shoes in a larger size! I cannot even get my foot into these boots! Now I'm stuck with an expensive pair of shoes that I cannot even get my feet into! I'm used to Zappos 1 year return policy so I never imagined that they would have a 90 day return policy. I would NOT recommend this company. Their Customer service is the worst!

I bought shoes 2 months ago, I wear them occasionally and they already have big rips in them. Customer service won't answer.

Really really bad shoes. They charge premium for the kinda shoes that are torn apart in 3 months. Please do not invest in TOMS Shoes, they do fancy shoots and have made attractive website to lure customers, rather they should invest more in the quality of the footwear.

I'm very sorry to write this as I've enjoyed wearing Toms for 10 years or more and have bought as many pairs from them, but I ordered a new pair direct and the customer service has been dreadful. The courier (a subcontractor of UPS) didn't bother to try home delivery but took them to a collection point - but the address they emailed me doesn't exist. Toms have refused to do anything to help and say I have to deal with the courier. Given they have given me incorrect info already and wasted my time I'm not willing to do this. Disappointing and the company has now lost a long term customer. My advice is to avoid them - they're no longer unique and other companies offer just as good shoes but may have better customer care.

I bought these boots 4 months ago and hardly wear them. The heel on the right shoe broke off while I was at work. For boots that are nearly $200 dollars, I expect better quality.

$54 to return a $70 pair of sandals from Montreal. Sorry mam, no free return in Canada. See small print on our web site... never again.

I would leave 0 stars if I could. I spent almost 70 bucks on these shoes and even ordered a size up. They are so small and tight that my foot won't even fit in them. Ridiculous! Customer service is a joke and after being hung up on multiple times, they refused to issue me a refund because the time limit has passed! Do not buy these shoes! They are made incorrectly! I will never do business with Toms again!

Definitely had the best customer experience ever! So here is what happened, I ordered boots and they were delivered to the apartment building where I live according to UPS but it looks like they were stolen. I was really upset, so I called TOMS customer service to let them know that I haven't find my boots in front of the building. The lady that I spoke too did not hesitate and immediately put credit on my account and reordered another pair of boots so I got them for free. I was impressed the way TOMS takes care of their customers. I will be TOMS forever customer, not to mention that the quality of their shoes is really good. Can't wait to get some summer shoes this year. Cheers to TOMS!

I bought boots half a size smaller than my usual shoe size after reading the suggestion on TOMS website. The boots came in and are too small! I called customer service to get a free return (something they don't offer to their Canadian customers, just so you know) and they told me I'd have to pay for my own shipping back which was upsetting (and close to $30). They told me I should've checked their size chart before ordering. Why do they add info about buying smaller if you have to double check with the shoe size anyways? I won't buy from Toms again.

The customer service from this company is simply atrocious. I'll preface this by saying I have placed several orders with Toms and never had an issue however when something goes wrong it's clearly a case of tough luck! My order was delivered via UPS and left on my front doorstep in the pouring rain for 33 hours because we were away. There was no option to change the delivery until UPS had attempted delivery and UPS did not have authorisation to deliver without signature, but did so anyway, this should be a clear and simple fix. The shipping box and shoe boxes was water-logged being left out in the rain, uncovered for 33 hours.

Contacting TOMS customer service has been an exhausting experience. They do not take accountability for their courier companies failure. I simply asked for the order to be replaced, a very reasonable request given the circumstances of the delivery and clear evidence of UPS' failure to deliver my order in a satisfactory quality. TOMS flat out refused to arrange a collection ("we don't do collection") they refused to replace my order ("we don't replace orders"). Instead they have requested I arrange a return through their platform, and begrudgingly offered a refund. If I want the shoes that I ordered, I have to order again. This was a £130 order that I have to wait for a refund, reorder and pay £150 because the shoes no longer have the sale discount applied. The 15% discount in a future order, they eventually offer discount would still not make a new order the same price.

Utterly disgraceful customer service and a complete lack of care for an issue that is in no way my fault.

I needed to return 2 pairs of shoes online because they were too small. When asked on the form how I would like the refund, by original payment, credit card or on store credit, I answered store credit.
I received an email that said the shoes were received after I returned them, and that my original form of payment would be credited.
I called Customer Service and asked that instead of that, but I'd be issued a store credit like I requested. Even though I explained that I do not have that card anymore, which was kind of like a gift card credit card, and would they please honor what was originally requested. While the person on the phone was patient and did check on it with someone else, they said nothing could be done.
I asked if they were able to issue a store credit anyway since that is what I put on the return form. No. Not great customer service. This was my first and last time to to buy Toms online for sure.

They received my return 12/30 and im still waiting for a refund! I've contacted them on FACEBOOK, TWITTER, CHAT ON THEIR WEBSITE IVE CALLED CUSTOMER SERVICE AND THEY ACTUALLY HUNG UP ON ME! THEY KEEP SAYING 7-10 BUSINESS DAYS IN THEIR GENERIC RESPONSE TO ME, IVE ALSO PUT IN A DUSPUTE WITH AFTERPAY STILL WAITING! DO NOT ORDER FROM THEM! THEIR SHOES SUCK AS WELL POOR QUALITY

Why does it take up to 14 business days to process a refund? That is insane! I was going to use the refund to buy another pair - I got a pair for Christmas but wrong size - now there's no way I'm going to give Toms money. I am extremely disappointed!

I fell in love with a pair of black cat TOMS and decided to place an order. In order to get free shipping, I actually added another pairs of shoes. I read over the sizing chart, and confirmed that nothing has changed since the last time I bought their shoes, and actually read the crochet TOMS (what was in my closet) fit tighter than their standard ones (which is what I was ordering). Using the shoes in my closet as reference, I ordered the 2 pairs. They took longer than expected to arrive and when they did, I couldn't even get my foot inside either of the shoes.
My only option was to return both pairs, but after reading their return policy more carefully, I was apalled to find out that the cost of the returns was at my own expense, because there's no such thing as TOMS stores within Canada. My order was $124, and the cost to return was $32. I figured that the $32 loss was less than I would lose selling the shoes myself, and I was about to leave for vacation, so I packaged and mailed them out. It took a long time for them to process my return, even though I could see on the tracking number that the shoes were in their warehouse. When they finally processed the return, both pairs were processed at the exact same time (they were in the same box) but I have now only received credit for one pair of shoes. With a partial credit, and the cost of shipping, it has now cost me over $70 to have absolutely nothing in return.
I would not recommend doing business with TOMS the company, but if you absolutely need to have their shoes, I would purchase them in person from an authorized retailer with half-decent customer service, and the ability to process returns.
Usually, I do not recommend purchasing footwear online without the ability to try it on, but I figured that because I already had TOMS in my closet, that I was safe to order a brand I was familiar with. They are not consistently sized and I quite literally paid the price for my assumption. Don't make the same mistake I did.

Very poor customer service, not willing to serve there customer. All I received was not able not able not able. I was wrong about Tom's being a world class company. Don't bother calling customer service all you will get is not able. Quick to take your money but takes month after returning to get money back

Bad,bad, bad customer service. My money is gone and I have no shoes coming. I will take this up with my bank but this will be a hassle. I always thought Tom's was a respectable company.

Don't be fooled! It is now November 30 2022 and I placed my order on November 21 2022 from the Australian website. They say my order hasn't been fulfilled because they have been so busy.

9 days and counting? No way!

Don't be fooled! Don't place an order with the official Tom's shoes website in Australia. Save your money to buy shoes elsewhere.