TOMS (UK) Reviews 

Amazing service, very impressed and very grateful. Trusting and honestly dealt with damage goods and helped me to receive a new pair. Very pleased

Outstanding customer service, from start till finish, I didn’t get my delivery and they sorted it out quickly, there was constant communication as well.

Great customer service. Had an issue with a faulty pair of shoes and they sorted an immediate replacement. All done via email quickly

I am higly pleased with the professionalism of your customer service. I appreciate your attention to detail and great communication skills. Thank you for being there for your clients.
Kind regards,
Narine Binder.

Excellent Customer Service. My concerns were dealt with speedily and efficiently.

Well the delivery was shoddy. But Tom’s persevered with getting my order to me. I wear Tom’s pretty much every day all day they are comfortable and I like it that they send a pair of shoes to third world countries every time I buy.
And the people are so nice and friendly
Patsy

Great customer service. I bought some boots which did not fit me sadly, return took a while as the boots had to be sent back to the Netherlands, but I was kept up to date throughout the process. The return was processed as store credit, so I got in touch with Toms and explained that I needed a refund rather than store credit and they sorted this for me within minutes after speaking to Florentino J on the online chat. They were extremely helpful and professional. Thank you for your help.

Send in a fault report on line and got a email follow up within a day. Provided more information/photos and a replacement pair was then confirmed and dispatched the following day. What is there not to like? Thank you Florentino and Tom's!

Helpful customer service and prompt response.

Ordered some Toms (order number TE00227555), sizing was wrong (too big) so sent back after speaking to customer services. Was told I’d get a refund within 72 hours. Two weeks later still no response. No willing to speak to me or take responsibility. Shocking customer service. Why would anyone shop here again?!

Florentino from customer services was amazing - Tom's very much less so!!

It took nearly two months for my refund to be issued and even only partially and as a store credit. Luckily Florentino was able to assist and had the correct refund processed and issued to my bank account - Florentino you are a superstar!

Quick response. And they actually read my question, something some other companies do not.

I returned a pair of boots as they didn’t fit (nothing wrong with the boots themselves) and a month later I am still waiting for a refund of £90 - not a small amount of money!! I have chased this up with the support desk twice now and still no sign of it. I would expect so much better from such a well known brand. I would advise ordering from other stockists if you’re looking to purchase online….

Absolutely abysmal customer service. UPS kept claiming to have tried to deliver, no cards left, nothing on cameras. No way of talking to UPS without the number on the cards they weren't leaving. Toms were completely and utterly unhelpful. All they could say was that they'd refund me when the delivery returned to their warehouse. No interest, no apologies, no nothing, including a refund over 3 weeks after the order. Never going near them again.

UPDATE - Toms as good as their word, subject to the refund arriving. Their further contact included a genuine apology and an admission that they should have sorted out UPS before. Still won't buy again, but this last experience was positive anyway.

Love the shoes but they need to sort out their sizing. I've had to send shoes back twice to get the right size. When I spoke to customer service they insisted that their sizing is true to size but they are way too big. If you're in the UK use their US sizing instead.

Really comfortable and stylish ankle boots.
Great quality too.
Definitely buying again

I had a problem with a pair of flip-flops that had unexpectedly developed a tear after only a few months use. Upon notification to Toms with photographic evidence, the item was quickly reviewed and a replacement pair dispatched. I can only praise the Toms Customer Care experience.

Great shoes, comfortable, easy to wear. Great companies ethos and superb customer service.

I bought a pair of Black Toms Frankie Boots for my daughter’s birthday just before Christmas. She desperately wanted a pair but unfortunately I had to return them as they were too narrow.
I have to say that I cannot fault my experience of the returns process. Toms were extremely professional, courteous and fair. I even got my original postage & packing back on my purchase. Thank you so much.