TOMS (US & CA) Reviews 

Another mug....ordered shoes 1/2 size bigger but shoes were ridiculously narrow. Returns restrictive and very expensive.

Absolutely shocking service. I ordered a shoe thay was unbelievably poor quality and nothing like the size I am. I was then expected to pay £6 to return them. I will never buy from Toms again and don't advise that anyone else does.

Edit- I have still not had my refund over a week later.

Cannot contact anybody at all in customer services. For weeks now. Nobody replying to any messages/ emails, nobody answers the phone. The shoes I ordered are too small..I need to return. The return options on their website are not available in my area. There is no return address and I cannot register/initiate a return if I cannot choose one of the return companies (that are not in my area). Cannot get a refund. Left with shoes that do not fit. This is against the law.

Ridiculous!!! For an £18 shoe (that was unhealthily narrow) the expectation is I pay £6.00 or £7.10 return postage?? Why!?! Toms, stop with the feel-good multimedia bombardment and focus on your customer experience! Do not use!!!

Ordered a pair of shoes, all fine. Had email confirmations of order, payment taken etc. Out of the blue get an email simply telling me my order is cancelled. I understand mistakes happen, but the complete lack of communication and the fact that they haven't offered any reason is simply unacceptable for a brand with their pricing (they're not exactly primark!). It was my first purchase and I won't be making one again.

I usually find Tom’s a reliable brand. I used their truefit to buy a final sale item shoe. I ordered a half size up from the recommendation and my usual shoe size to be safe. The shoe still didn’t fit and when I reached out to online chat about a possible exchange the person chatting with me ended chat while I was typing and made me unable to complete a survey. I just lost a lot of respect for this company. It’s a shame because I’ve been supporting them for 10 years now. No more.

I wish I'd come onto trustpilot before ordering online. Like others I used the true fit service which gave me a smaller size than I usually get. Too small. Had I bought my usual size they would have fit. Returns policy is awful. In this day and age where most online clothing retailers provide free return postage, Toms require you print your own label and pay min £6 return postage! For a pair of £30 shoes this is ridiculous. No help via fb messenger either. Avoid unless you are 100% sure the shoes will fit and no need to return.

My girlfriend ordered a pair of Toms, using the "True Fit" shoe size solution. However she ordered a 1/2 size up thinking that the shoe size she was told to buy by "True Fit" would likely be too small.

The shoe she 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 £5.00 for a return and they will not even let me exchange or return to their Carnaby 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 contacted their group chat where I found Johan a pleasure to talk to, but he has to follow the stock responses and he was unable to pass me to management to get this resolved.

I do not understand why I cannot drop the shoes off instore or why there is such a high returns fee. Obviously the last time we use Toms and I question their "charitable" behaviour.

I ordered a pair of light shoes, Rose Gold Dots Women's Classics, and when I got them, I discovered they were too small so I sent them back. The return charges (as directed by Toms) were £5.55. I was made to pay for a higher level return delivery charge. If that wasn't bad enough, I checked my Royal Mail delivery code and discovered that the shoes had been delivered safely but I had received no notification from Toms. I called up to ask why this was and was told that I would only receive notification when they paid me back for the shoes which could in fact take 20 days to process.
Overall, my experience with Toms has been negative. It is certainly not worth buying a pair of shoes and paying over £5 to send them back. I can see on here that I am not the only person to have received very bad customer experience.

I like their product, I have some really lovely and comfortable Toms and wanted to buy more, order a couple of pairs, they were both different fit despite being same size and just didn't look like the picture so I wanted to return them. The returns process has been so difficult, I've had no end of problems logging into their website, and then orders not showing on my account to action a return against, finally got to the return procedure to find the cheapest option to return is £5, very disappointing.

I'm not sure they even have customer service. 3 weeks after purchase I just threw them in the bin. Couldn't contact anyone at all.

I’ve been a really happy customer of Toms Shoes for years, live in them but no more. They have changed their returns procedure and ridiculously the ‘cheapest ‘ way is £5.70 by Royal Mail, I could return them myself, same way for half the amount.
Goodbye Tom, I spend a lot of money with you and recommend them to others but NO MORE. You are not as principled as you would lead us to believe.

Shoes way too small, then had to pay £5+ to return them, customer service just send stock responses. It's been weeks since I returned them and I've still not got my money back. Awful, wish I'd read reviews before purchasing, how they're still in business and call themselves ethical is a joke.

Still waiting for their warehouse to confirm receipt of my items. Its been 19 days now and nothing. The only way i got some response was by contacting them on facebook and even then all i got was an apology five days ago and they expediting this. Despite this i have emailed again with no reply. Best thing to do for those of us in this position is to contact our banks and raise a dispute. Toms are breaching refund/return regulations and only this way perhaps can we get back whats owed to us. The worst company I have bought from and NEVER AGAIN! They should be ashamed of their customer service!!!!!!

Worst customer service ever. Their site does not reflect that I ordered the shoes, therefore I can't get a refund form online, therefore the only way to get the return form is to contact via phone. When you call Toms you're instantly put on a hold for more than 20 minutes. Also good luck with trying to chat online, it doesn't exist. Total disaster. I've been trying to return an online order for a week now.

Still waiting to be refunded after tracking update confirms that the received the shoes back nearly a month ago.
Has anyone had similar experiences and if so did they ever get their money back?

Do not order from Toms online! Their UK kids shoes are about 2 sizes out. I had to pay £5.50 to return the shoes and was also expected to pay 25% more to re-order as they don’t do exchanges and the discount offer I used wasn’t valid anymore. Customer services were a joke - wouldn’t give a straight answer - if you must purchase Toms then get them from another retailer!

Awful customer service; awful experience. For a supposedly ethical company they said 'it is not possible to change an order after 30 mins'. Ordered Saturday and there lines and 'chat' aren't available. so Monday it is too late. 'Wait until it is shipped to your door (Netherlands to UK) and then refuse delivery and it will be returned (shipped UK to Netherlands)'. How bad is that for the planet? The alternative is to accept delivery and pay for it to be shipped back yourself.
Also, please note that customer service will say anything to get you off the phone.
TOMS - YOU ARE TRADING ON PEOPLE'S GOOD NATURE FOR YOUR OWN PROFIT.

I've sent 3 emails asking when I should expect the money back in my account. No reply. Also when the items were delivered, on 2 separate occasions they were left at the ups drop point with no attempt to deliver them to my house and no information about where the parcel was. Absolutely terrible company. AVOID

After wearing a pair of TOMS strappy wedges 10-15 times the soles separated from the wedge on both shoes. I contacted their customer service department and they to me to get them repaired at a local shoe repair at my own cost. I paid $79 for these shoes and they can't even stand behind their product. Instead they put salt in the wound and offered me a coupon to get 10% off a new pair. Really!?! DON'T BUY THESE SHOES!