SCHUTZ Reviews 

Most frustrating company I have ever ordered from. Terrible customer service, poor communication, impossible to talk to anyone and zero common sense. They made error on a return and cannot understand their error. Shipping times are way off and returns are a big hassle. Do not buy from the website!!

Every time I requested assistance with a return, exchange, or refund, I received excellent service, both by phone and email, with great care and attention to the customer. Thank you very much.

My husband bought boots for my birthday, they were supposed to be delivered on my birthday. They were instead changed to a few days later, then when they werent recieved that day, i went to check tracking and it said that the 'address was deserted' and had to be returned!! WHAT?! we are always home and if not, companies leave deliveries by door. So calling the company they cannot even locate my delivery or return and said they will look into it?! Mind you this is a $300 order!

They don’t even deserve a star but I had no option to select that. If you like the style of the shoe purchase only if you know it will fit you because the return/ exchange process is a nightmare. Customer service is the worse I ever experienced and I buy online a lot. My first experience with them was last year when I had to return an item due to the fact it was too big( boots sizes seemed to be way off, like 1 size too big); initially I wanted to exchange for a smaller size which I initiated but the pair I received was still too big and at that point the size I needed was out of stock so I asked for a refund. Refund was eventually approved but my money was refunded only when I contacted them after a month. This year I bought another pair of boots from them ( obviously I ignored my last year experience because I really liked the boots), I bought them half size smaller than I usually wear to begin with , but again they were too big. I really liked them so I wanted to exchange for a smaller one which at the time I initiated the exchange was in stock but because I didn’t receive anything from them after a week I called them to find out that my exchange was not approved ( didn’t receive anything from them saying that) due to the fact that apparently when I started the exchange process I wrote there that the boots are worn ( why in the world I would do that, they were exactly the way I received them, NEW, I started the exchange process right after I received them). Long story short, they made me sent pictures to demonstrate the shoes are new. The duration of verifying process was more than a week and of course by the time they approved the exchange the size I needed was out of stock so they offered me me a store credit. They even had the nerve to say that they are doing me a favor giving me a store credit because I was not entitled to ( even though my purchase qualified for an exchange at the price I purchased the item). So at the end of the this process I was so fed up that I didn’t even return the boots, it’s a $200 loss for me but I will never again buy anything from them again!

Let me tell you something. When everything goes according to plan customer service looks good because everyone followed the rules so to speak. Kinda like being a star batter when the ball is thrown right over the middle of the plate. The real test is how the batter handles an inside breaking curve ball. That is what Schutz did for me. They handled an inside breaking ball. They went out of their way to help me with a purchase my wife made. We gave them a difficult pitch and they stepped up. The true test of great customer service!

I ordered a pair of shoes a month ago, and unfortunately the size was too large. I contacted the company immediately after receiving them, and I was told an exchange would not be a problem. They provided a return label, and I shipped the shoes back the very next day.
It has now been weeks, and I have not received an exchange, a refund, or any update. The purchase was made through Affirm, and I am still being charged despite returning the item. The company has also failed to notify Affirm that the return was processed.
Customer service has been extremely unhelpful and unresponsive. This experience has been very disappointing and frustrating.

★★★☆☆ (3/5 Stars)

It took almost three months, but I finally did receive a replacement pair of sneakers that fit correctly, and I didn’t have to pay any additional money. (over the additional money I recently had to pay.)I truly appreciate that SCHUTZ ultimately made things right, and I do like the shoes.

However, the process was far more difficult than it should have been. These were originally a gift, and not only did I have to deal with the replacement process, but the person who gifted them to me also had to be involved extensively. It was extremely hard to get in contact with anyone, and it took weeks just to receive an initial response.

While I’m grateful it was resolved in the end, the amount of effort required was frustrating, and because of that experience, I won’t be shopping here again.

I always buy my girlfriend sandals from Schutz because she thinks they're cute, and I really have to agree, they fit her really well.

I've had a little trouble with sizing here and there when I order, but their customer service is great to deal with. They never make it a headache to sort out an exchange.

Definitely recommend it if you want to make your girlfriend happy.

I ordered the Caddy Lee heels from SCHUTZ Canada and paid $25 in shipping and $86 in duties, bringing the total to around $330. I was willing to take the risk because the shoes looked beautiful online — but do not trust their marketing photos.

When the shoes arrived, they were damaged in multiple areas and appeared pre-worn, which is completely unacceptable at this price point. On top of that, they did not fit at all.

I followed SCHUTZ’s explicit sizing advice to size down. I didn’t rely on guesswork — I double-checked with their live chat customer service, who also told me to size down. That guidance was flat-out wrong. The shoes were far too small.

When I contacted customer service, they attempted to place the burden entirely on me — telling me I would be responsible for return shipping and that I had to absorb the original shipping and duties, despite the fact that:
• the shoes arrived damaged
• the sizing issue was caused by their incorrect advice
• and the product failed basic quality control

I work in retail, so I understand very clearly when a company is choosing to be unhelpful rather than unable to help. SCHUTZ did the absolute bare minimum, despite the issue being entirely of their own making.

For Canadians especially: please don’t waste your time or your money. Between the misleading sizing guidance, poor quality control, and refusal to take responsibility, this was one of the worst customer experiences I’ve ever had.

There are far better options that actually stand behind their products — Browns, Nine West, or Dolce Vita are much safer places to spend your money.

I loved my shoes and the customer support was top tier! Love it!!

Horrible experience! Order 4 pairs of shoes, I only received 2 pairs, one of the pairs I did not order. I was charger for all 4 and they wouldn't refund me for the ones not received nor would they refund me for the wrong item I sent back. I have now emailed them 5 times as of today. You can't call them and their chat system is absolutely worthless. Not to mention the product is barely average. Just stay away from their website. Don't bother, you will regret it. (order received 1/13/2026 and I'm still fighting for my refund)

If you purchase something from this company, be prepared to not get a response if there is a problem with your order. They sent me the wrong shoe, I have emailed them several times. Not even an acknowledgment has been sent to me. They will not take your return nor will they refund you. It seems this is an AI ran company programmed to never refund only give you store credit. They cannot be reported to the BBB because they are based out of Brazil. You’ve been warned.

Update on my nightmare with this company. I returned the wrong shoes they sent me, over a month ago. They still refuse to refund my money and insist that I take a credit/gift card. I explained I no longer live in the country so I cannot use it and don’t want it. I had to open a case against them. I will never waste my money at Schultz. Still waiting for my money. It’s been months.

PayPal denied my claim although I returned the shoes to Schutz, an all around circle of thieves. Now I don’t have the shoes I returned nor do I have my money. If you purchase from this company you will never see a dime of your money back. PayPal will side with advantageous sellers every time, even if they are in the wrong. I will also stop using PayPal to pay for online purchases.

Don’t do it! - Shame on me for not checking reviews first would have never been in this predicament! - I am now out money and boots - incredibly unhelpful - I requested names of mangers twice and not once was I offered correspondence with one - there are so may legit companies from where to invest you money - do not chose this one!

After initially having a difficult experience dealing with their customer service, Ana Reis, their supervisor stepped in. She helped resolve my issue to full satisfaction. I was offered the refund, we clarified the charges and other than the shipping cost, everything was refunded as agreed. It took a lot of back and forth but we finally got there. The company tried hard to make sure I was satisfied and sent follow ups to ensure everything was correctly processed. Thank you Schutz.

The experience was absolutely amazing despite the language barrier.
I was in the store on 13/11/25 and I would like to urgently get a receipt for the purchase i made for 3, 405. I was assisted by Luiza Nemitz.

The customer service is beyond horrible. The delivery time, the response time, but topping the list is the craziness of their return policy. If you try to return, you are hit with notices about restocking fees, and “items are not eligible for return because they were discounted.” They then offer an exchange option, only for you to discover that only a limited number of items are available, and none are of interest. If you choose to select a product, it will be more than $80 over what you have already paid. If you, by chance, find an item that is less than your credit balance, you are told to select another item because they do not provide refunds. Then, if you find an item they will accept for a refund, they want to issue you a store credit to lock you into repurchasing. The Better Business Bureau should investigate this company’s refund policy. Horrible, Horrible, and more Horrible! NO WORDS!

SCHUTZ is an absolute disgrace of a company that preys on customers and holds refunds hostage like common criminals. I contacted them IMMEDIATELY after placing an order to cancel because of a family emergency - their rep Anna said she'd "contact logistics" to cancel, then they DELIBERATELY shipped it 24+ hours later anyway. When I couldn't return the boots I explicitly tried to cancel, they refused to refund me and stated in their BBB response that they won't help me "due to the opening of a chargeback" - meaning they're holding my money hostage BECAUSE I asked for my money back through proper dispute channels. This company had every opportunity to cancel an order before it shipped, ignored a timely and legitimate cancellation request, and now plays manipulative games to keep money for boots I never wanted and tried desperately to cancel. They're liars, thieves, and morally bankrupt - their "customer service" is nothing but empty apologies while they scheme to keep your money no matter what. SCHUTZ will take your money, ignore your cancellation requests, ship products you don't want, refuse refunds, and then punish you for seeking help. Absolute garbage company run by garbage people who belong in small claims court. Shop ANYWHERE else - every other shoe retailer on earth has more integrity than these scam artists. The shoes themselves are ill-fitting, poorly made, and not worth the money they charge.

I have always liked this brand, however this is my first purchase through there website I've ordered from Nordrom in the past. This website is horrible I ordered boots in my size 81/2 the boots felt like size 10. I returned them they gave me store credit I order another style boot in 81/2. The boot I received was size 5 I tried to return them the website rejected my return/exchange. My order confirmation clearly stated the item was good for an exchange only. So customer service is telling me the exchange is under review. I've tried calling CS back the call will not go through. These shoes aren't expensive but there not cheap. I dont have $200 + to give away.

Horrible, horrible service. This is second time that I have had issues with SCHUTZ and the delivery carrier. It is a scam. My recent order of boots never arrived, however, the delivery people said it was delivered. What they delivered was a tiny mangled package with slingshot like rubber bands. The address, name, and product were all wrong, but SCHUTZ took the delivery carrier’s word that boots had been delivered. It is awful. Stopped payment and no one has yet to reach out as to why. Do not order from SCHUTZ online.

These boots are well made and would be a great buy... except- THEY AREN'T! The shoe sizes are NOT ACCURATE,
I don't mean a little too big or small. I wear an 8 maybe 8.5, for boots I always order a women's size 9.
I bought the first pair, and they came and were astronomically big.The return process is a little lengthy.So to ensure that I got the boots that I wanted in return, I just bought another pair in a half size smaller and sent the first ones back.
The 2nd pair arrived (8.5) and they are literally still a size too big. It baffles me how these could be labeled as my correct foot size.
You have a VERY SHORT WINDOW TO GET A REFUND APPROVED- NO CUSTOMER SERVICE NUMBER AND USELESS AI CHATBOT TO RESOLVE ISSUES.
My refund is repeatedly denied, I DONT EVEN WANT CASH... JUST EXCHANGE.... THESE BOOTS ARE OVER $200. No luck thus far... if I have to I will dispute with my bank. It's a shame because I love the shoes made by this company, and I probably would be a long term customer if they could do good business!