TOMS (US & CA) Reviews 

Returned an entire order, they shorted my refund, refused to do anything about it other than say “SOL, sorry.” Worst customer service in the world. Don’t get how a company that steals from its customers is still in business, double check your refund amount!!

I have never been treated so poorly by a customer service department.

I initially called customer service to return a pair of shoes. They said return them and then call back and they’ll credit me for the return to get a similar deal on a new one.

After returning the pair and calling the new rep told me there was no record of that conversation because the previous rep had not make any notes.

After asking if there was any way they can help me she paused said no and then hung up on me mid-sentence.

EDIT: I found their social media customer service to be much better and solved my problem quickly and accurately.

Horrid Customer Service

I ordered a pair of boots on sale, was charged for them on my CC, but never received a confirmation email with the order. I spoke to customer service twice trying to figure out the order number and shipping and both times the customer service was completely unhelpful and said my order did not exist when they looked it up multiple ways. To place a order your name, email, shipping and billing addresses are given so the order should be able to be found. The experience with the employees was not great. This company is highly untrustworthy.

Thank goodness for credit card disbutes and the ability to get your money back. I will never be purchasing items from this company again.

I ordered 3 pairs of shoes for 150$, when they arrived, one of them Mules style model Stone Nubuck Women's Nova Slip-On Espadrilles, was too small, I always order the same size and had no intention to ship it back, I really waited for them and was very disappointed to have them returned. I called Toms customer service and the lady answered the phone and provide a label back. I tolled her I want to reorder the shoes in the correct size, with the same price I got them and with s free shipping as I received the original order, she said sure no problem we can do that and also offered me a promo 10% and a free shipping, I immediately checked the code and it worked. and the call got disconnected. I called again and another lady answered I tolled her what happened and she said she can offer me the same price I paid but not a free shipping, I tolled her that I was already offered free shipping and that I do not place a new order its just a wrong size and i want the same shoe she said let me check and she said ok we can do that but she cant see the size and if i want i can call in 2 days, I saw online that the sizes are definitely available, she said that od the app they use its not available and kept arguing with me! I am in shock from the customer service they provide I have never seen anything like that before! and I own allot of TOMS pairs, until now they were my favorite brand, not anymore! I called AGAIN and Jeremiah answers and his customer service is the worse of all of them, he said that I can order the shoes with him on the phone and he sees that the size is available but he can not give me a free shipping like I was already offered before by the lady. he kept arguing and he had really bad attitude he raised his voice, and he tolled me that there is nothing he can do, he answered me back with questions like, do you want to pay the higher price or the lower price because I can not give you the price you paid so you can either pay 35 or 45 he was not willing to offer me the original price I paid nor the free shipping I originally had, as we speak I checked the 10% I got in the first call and it wasn't working, I asked him if he can at least give me the promo 10% code again because it isn't working anymore and he said that he cannot do that, I asked to speak with a manager and he said non of them is available, and that he cannot i cannot continue the call with you and hung up the phone on me! Calles AGAIN!! and asked to speak with a manager, lady answered and said I cant hear you and hung up the phone on me! Called again and recognize the lady who offered me the same price i paid and the free shipping but tolled me that the size is out of stock in their app, I tolled her that the previews guy did find the correct size, and she recognized me and said she is working on the free shipping, she then was silent for 5 minutes, and said ok we can order the pair of shoes and asked for the credit card, before i gave her the number i asked what is the total? total should be 25$. She said 45. I said how come, we went over it already for many times, she didn't want to give me her name, and asked "do you expect to pay low price and have a free shipping" and laughed! I said I expected to pay what I originally paid its just a change of the size. she laughed and hung up the phone on me I am so disappointed! will never order toms again and gonna return all pairs that i received today.Do yourself a favor and order different brands because this customer service feels like moms and pops shop and not a brand that respects their clientele. you'll feel like your in a ghetto burging drugs on the street and not a serieuse brand that respects itself.

TOMS is terrible,. I wish I could give them zero stars. Their customer service is unbelievably bad. You cannot reach anyone. You cannot get anything resolved,. They just don't help. Please this company just collapse please. The existence of TOMS makes their customers' lives so difficult. I hate TOMS, to be honest. DO NOT BUY FROM THEM, unless you want headaches.

The shoe received was still too small, but the returns policy is completely unethical for a company that prides itself on its ethical procedures. It's over £7.00 for a return and they will not even let me exchange or return on Store. There is no mention of cost in their returns policy, simply stating "Select your method of payment...." and to find out that it costs a 1/3 of the price of the shoe to return is deceitful.

I love their shoes, however, I just bought four pair and they went on sale two days later. I called for an adjustment and was told NO!!! I don't have much money but loved the holiday shoes and it killed me to spend $54.00 but I did. The people they send the free shoes to are not the only ones that don't have much. I am happy to help them too. This has put a very bad taste in my mouth and I won't be buying TOMS shoes any longer. Very upset and saddened by their response.
merry Christmas to you too.

The boots I had ordered were not the right size size 5 was more like a size 3. Can’t believe there is no returns label and had to go through a whole nightmare of a process through a shambles website called ReBOUND. Very complicated not only that it cost me £6 to return the boots. Will never buy from Toms online again.

Worst customer service I ever experienced in my life. Sent shoes back month ago, still didn't get a refund. Spoke on chat with them TWICE and nothing happens. All they say is they waiting for a response from other department. The customer service is a joke. I won't ever buy from them again!! And I dvice everyone to Do NOT do that mistake as well. Crap company.

Impossible navigating their site, the email and password does not work, thought i forgot my password, so got them to email me my old one, didn't get an email back. no customer service number, no returns address, what in the hell am i supposed to do with 3 pairs of shoes that are too small? NEVER AGAIN

Absolutely shocking customer service. The straps on a pair of sandals I bought started ripping after I had worn the shoes three times.

I asked for a refund. The company agreed that there was a design fault. Instead of giving me the refund I asked to they sent a second pair of sandals out to me. I had to organise for them to be returned. I asked for a refund again. They gave me store credit. I asked for a refund again.

Finally, they organised to pay for a refund and assured it would be there in 3-4 working days. It has been 15 working days. When I contacted them they told me to go to my bank and query with the bank why the refund had not come through.

Absolutely shocking disregard for their customers. I am never buying anything from them again and will strongly advise my friends to do the same

Toms has bad customer service. They should spend more time thinking about how to retain customers and less preoccupation with recordings of their founder feeding his ample ego. Try to return something and see how it goes; badly! Sizing way off. Returns take forever. Look at other reviews online if you want more evidence.

6 pounds return postage and printer required!! plus the shoes come up small so I have no choice but to return! Very disappointing, feeling misled. Wont be buying them again in store or online!

Shocking customer service. I was offered 10% discount via their website as a new customer. My order wouldn't accept the code so I phoned to ask why it wouldn't work. They gave me several new codes to try, none of which would work. They couldn't explain the reason. I asked to make my purchase over the phone, which with much reluctance they agreed to do. Lo & behold when we got to the paying part my debit card was rejected. I gave 2 more cards but each of those was rejected when I knew full well there was plenty of money in all the accounts. They kept blaming the IT department & said they would look into it & call me back. Surprise surprise they didn't. I wouldn't have pursued this order had my daughter not specifically requested a certain pair of trainers for her birthday. I called again, this time she eventually gave me a new code to try online for 15% discount & hurray it worked as did my first debit card!! The girl on the phone was completely disinterested in my complaint, couldn't answer any questions & did not represent this company in a positive light. There does not appear to be an actual address to make complaints to or any people holding superior positions to be referred to.I like their ethos but they need to sort themselves out otherwise we as a family will not be using them again. High postage charges for refunds.

How much for return postage?

Have had to pay £5.05 to return my order and this was the cheapest option available. I’d have been able to return for £2.95 as small parcel via Royal Mail had this been an option. Won’t be ordering from them again

HORRENDOUS customer service! Their phone and chat customer service reps are not helpful and Toms should be embarrassed to be represented by such unprofessional people! I ordered a pair of shoes via the website. I needed a half size smaller, so I called to have a representative place the order and apply the promo and free shipping codes on the smaller pair. Nope, not only did he send my order info to the INCORRECT email address, but he ordered the wrong size AND charged me for shipping. I've called back FOUR times, and hung up on twice, today by a rep named Serenity. I asked to speak to a supervisor, and as of today, have not been contacted. Oh I also chatted in today to get a follow up about the supervisor request, and was just told I had to call in. I'm never ordering from this company again once all of this nonsense is straightened out.

Poor quality and expensive returns.

I have to say I like the intended ethos behind TOMS but not their product. I've ordered two different types of footwear from them now and haven't been happy with either, so have returned them.

Neither product looked as good as on they website, in fact the espadrilles looked ropey - and that's being kind. The problem is their returns as so far I've spent over £10 returning to products with nothing to show for it. There won't be a third time!

Wish I had seen this page before ordering from them! Neither size fitted, £6 to return each shoe on a 72 hour Collect Plus service they force you through. Returns took 12 days to get to their warehouse and their tracking doesn’t update properly so it looked like it hadn’t been received. Rang Customer Service and got the worst customer advisor I have ever spoken to. She advised parcels had arrived but that it can take up to 10 days for a return to be processed. I asked for the postage fee to be refunded as I hadn’t got the 72 hour return that I paid for and she advised it is because it goes to the Netherlands despite the return address being Telford in the UK. I asked to speak to a manager and funnily enough she wasn’t there at that moment. Rubbish company.

I bought a pair of shoes last week from Toms.Shoes were wrong size,one size bigger than ordered.Shoes were far too tight and I wont be wearing them.Will not bother trying to get a refund after seeing reviews on here,and thankfully not expensive.
What an absolute excuse for an online shoe retailer