schuh Reviews 

Absolutely appalling customer service.

Refund refused after lawful return – very disappointing experience.

I returned a pair of walking shoes purchased online after briefly trying them on to assess fit and comfort. I am walking 100 miles for charity and need to ensure they are right. I realised I needed a larger size and ordered the correct size the same day.

Schuh have refused to refund the returned pair, claiming there are “signs of wear”. However, the shoes were only tried on for a few minutes and their own inspection photo does not show meaningful wear to the soles.

As a result, I have effectively been charged £89.99 twice for one pair of shoes. I have raised the matter with customer services and referenced my rights under the Consumer Contracts Regulations 2013, but the refund has still been refused.

This has been a very frustrating experience and I hope Schuh will review the situation and resolve it appropriately.

Complete scammers, sent the wrong shoes, not only different colour, but a complete different design. The customer service were closed when parcel delivered, so went through PayPal to raise a dispute. They responded after 10 days or so on PayPal to say they need to speak to me, err what’s wrong with talking to me over PayPal. So 3 weeks gone they said I can send the shoes back for a full refund, but I’m to pay for the return shipping. So they send the wrong shoes and expect me to pay for returning them. Under the consumer act 2015, it’s your responsibility to pay for returns as it’s your fault for sending wrong item. Looks like things will escalate…

I had the most nicest guy who served me in the shop..he explained about the shoes and what to wear with them...didn't have one problem and I give them full stars and I will buy more shoes from them

Absolutely terrible experience. After waiting in four days for delivery I have established my address was not correct on parcel hence delivery never turned up. I was blaming delivery company but the error is at the source Schuh. After internet chat today with them delivery due today is now been put forward AGAIN till tomorrow. I have medical appointments I can’t wait in day after day and they say they need a signature. Absolutely sickened with this awful service won’t buy from Schuh again don’t know if I will ever get this order started on 16 Th now scheduled for 20 Th

Shocking organisation with the worst customer service. Sent item back 5 weeks ago and still no refund. They will reply to this review asking for my order number as if they are there to help, but trust me, I have messaged them 20 times trying to get my refund and nothing. Should be shut down as a business due to failing trading standards policies.

Schuh in Colchester, it says on the receipt that we were served by 'Rhys.' The gentleman was accommodating, helped us with sizes, explained the rewards programme and served us with a smile. What an asset to the team! Thank you for your help today!

I bought a pair of £120 Steve Madden Possession trainers for Xmas 2024 instore. Within 6 months of wear, they fell apart. The insoles and lining had shredded at the heel, exposing the framework beneath which pressed into my heels uncomfortably. It was clear that despite the price tag, these were extremely poor quality/cheaply made shoes. I wrote a review stating as much, and Schuh never published it. I guess they didn't want to affect the 5* rating the shoes had.

Terrible experience with Schuh following non-delivery of a pair of trainers I ordered. Then they relied on Evri (already negative points for using such a low quality courier for premium products?) who supplied false info. Then Schuh accused me of lying, forcing me to take it to my bank who will uphold the case. Honestly pathetic that they make me go to that lengths though. Just 0 support for honest and genuine customers. Would never recommend Schuh and wish I had read these reviews first. AVOID AVOID AVOID! No matter how many complaints cycles you go through with Schuh they will not listen and they do not care.

I bought a pair of Converse in the Schuh shop on the 200 Oxford Street. I've been served by Matthew ! He was the sweetest, the kindest, the loveliest soul ! I've never been served and helped that way ! I'm French and I am now sure that I'll only do my shopping in London from now on ! Thank you a hundred times Matthew! Hope you'll have a great day everyday ! And hope you'll soon receive an Oscar for playing Bowie in the next biopic ! ❤️🙏👑

I am very disappointed with Schuh’s delivery service. My order was initially reported as delivered to my address, then later supposedly delivered to a nearby neighbour based on FedEx GPS data. After following all instructions to recover the parcel, I was informed that it had actually been delivered to a completely different location. FedEx has now confirmed it was delivered to an entirely different postcode.

This experience has been extremely frustrating and stressful, with repeated misinformation, multiple closed investigations, and no accountability from the courier. Schuh appears to rely solely on FedEx’s word and a signature that could have come from anywhere, without requiring photographic proof.

If I didn't know any better I'd say the company was working with my neighbour to steal from me because at the moment, that's what it feels like. Out of pocket, my neighbour has my item and Schuh could care less.

This situation highlights serious failures in both the delivery process and customer support.

UPDATE: I contacted Schuh as suggested in their response below; however, the customer service agent was unable to provide any additional information on the matter.

Ordered some shoes on 25th of December for next day delivery (27th) as i needed them for a holiday abroad on the 5th. They never arrived and they said the delivery company had lost them, so i got a refund. They have now emailed me nearly a month later saying that actually the shoes did arrive (they DID NOT) and now they are requesting payment? I wasn't even in the country.

I ordered a gorgeous pair of chocolate brown shoes from the sale. They were advertised as a size 6. Disappointed they no where near fit. More like a 5. Won't be ordering again.

I needed to return an online order and couldn't find my order email. Phoned customer service today waited 2 mins to speak to a real person called Kieran returns arranged quickly and effortlessly. Best service I've had in a while.

Still waiting for a refund

Sent back my items via Evri on the 3rd January, they were received back to Schuh on the 14th January. I received NO communication about this, it's only because I've been tracking the return. We're now on the 20th January and they can't locate the items and I still haven't received any refund. Never shopping from here again.

Ordered some Boots online, and when they arrived. They were heavily worn. When I tried to return these in stores they rejected them and when tried to return these back through post they got sent back to me.

You need to double check your warehousing staff for replacing their worn shoes into customer’s orders.

Visited the Southampton store today, clean, well organised lovely staff. Millie was really helpful outstanding customer service, really nice to have a friendly chat whilst being signed up the the schuh club which wasn’t pushy which makes a huge change as many shops make it desperate that you have to sign up. Thankyou to the staff in store really made my shopping experience great

I brought some boots which didn't fit and returned then via Evri the same day.
On the email you receive, you ar easked to wait two weeks, which I did to be told 'Oh we'll raise an investigation' - Why make people wait two weeks?
It was a very much 'Don't care' attitude.
Was a bit shocked because I've always had a great experience with Schuh but I guess its not until something doesn't go right that you see the true colours of a company!

If I could give their customer service zero stars, I would.

I never received my order, yet Schuh repeatedly insisted it had been “successfully delivered” to a neighbour and treated me as if I was lying even though the named recipient does not exist and the neighbours confirmed they never received the parcel.

For almost a month I was stuck chasing this, repeating the same information with no real investigation. The issue was only resolved after I escalated it directly to a FedEx executive, who confirmed the parcel was delivered to the wrong address — something Schuh should have handled as the retailer.

To make matters worse, I was refunded minus the delivery fee, meaning I was charged for a service that was never provided. This whole experience caused unnecessary stress, wasted time, and completely destroyed my trust in Schuh. I won’t be ordering from them again and will be sharing this experience with others.

After the reply : but this reply doesn’t reflect what actually happened.

I did get in touch multiple times and was not taken seriously. Each time I clearly stated that I did not receive the parcel, the response was simply that “FedEx confirmed successful delivery,” despite there being no photo proof and clear inconsistencies in the delivery details.

Repeating that a delivery was “successful” when the customer is saying they do not have the item is not a resolution. This is exactly why the situation dragged on for weeks and caused unnecessary stress.

I would definitely not recommend buying anything from this company. Communication is awful — it takes days to get a reply. I ordered shoes on 29/11 and received the wrong colour. Schuh then sent another pair, but it was exactly the same colour again. I ended up with two identical pairs.

I was only provided with a return label for one pair, and the company then threatened me with a debt collector to pay for the additional pair that they sent in error.

It is now 15 January and the case is still unresolved. I returned the product on 2 January, the depot received it on 7 January, and I still have not received a refund.

An absolute shambles of a business.

The reason for the low score is due to delivery, I have now been waiting 10 days for delivery.
Fed Ex keep sending emails saying attempted delivery and advise they have put a card through the door which they haven't.
This item was a gift and now missed the date due to no delivery
I will not order from here again