David W.

I ordered a pair of slippers in a size 43 (UK9).

All of my shoes are this size (about 30 pairs) but Tomes are too small. No problem I thought - I will return and buy the next size up. When I went online to do so I was asked to pay £6 (20% of the cost of the slippers) to return. I called the Customer services line and was told that is simply Tom's policy.

Toms is the only online store that I have used that asks for this which is completely unacceptable - particularly in circumstances where it is their fit that is off.

I had the next size up in my basket but have decided to cancel my order with Toms altogether and buy a pair of Mahibas instead. I am quite happy to pay for quality but I refuse to accept poor customer service. In this day and age if you hold yourselves out as an online store, you should put some of the profit that you are making from not having to pay rent, rates etc into a free returns policy.

UPDATE - After calling again and referring Toms to my online reviews they agreed to pay for return postage.