Tous Jewelry Reviews 9,713

I purchased the Short Two-Tone Oursin Earrings from TOUS $175
(order #TF0000099943, 11/26/25).
I have barely worn them — only occasionally, and then daily for about 8 days during a recent trip.

One of the earrings literally fell apart in my hand while putting it on. No impact, no pulling — just normal use.

For a brand positioned at this price point, this level of durability is unacceptable. These are not everyday, heavy-use earrings, yet they failed almost immediately.

Customer service refused any resolution due to the return window being closed, which is also disappointing. Product quality issues shouldn’t be limited by a standard return policy.

I expected significantly better craftsmanship and support.

I love my bag but… the colour didn’t match the one shown on the website (I thought it’s going to be more pink but it’s more coffee with milk). Still, I decided to keep it. It’s comfortable, robust, I can easily fit my big phone, little wallet, keys and a few other essentials.

Excellent shopping!

It has bee the most disappointing interaction I have ever had with customer service, it really seems that you are speaking with an AI bot than a person, there have been almost 2 months trying to sort out a mistake from their side and it has not been possible. We having been buying from more than a decade their products but we won’t any longer and never recommending ever again. There was a double charge in my husband credit card and we received the same product twice, we contact them to inform about the mistake and send the piece back with a reimbursement. I can’t believe such a simple task hasn’t been sorted, as we don’t trust their customer service process we have ask for the return to be trackable and visible for us, but the2 links for it then send us say it can’t be done, we have ask for escalation and had no answer about it, the only thing it has come back is give us your details to have the product back, I’m sure that the person having this emails is not remotely interested as she doesn’t acknowledge any question or have empathy. So disappointing and off brand for a company that portrait their sales to be excellent

5 estrelas. Correu tudo muito bem.

I have been a loyal TOUS customer for over 15 years, purchasing regularly in Costa Rica and Spain. It has always been my go-to brand for gifts.

Because TOUS does not have retail stores in the UK, I had to make my first online purchase.

That decision has completely changed my perception of the brand.

Due to a system error, I was charged twice for a duplicate order. From the very beginning, I clearly stated that I was willing to return the duplicate item. I even offered to ship it back at my own expense using a tracked and signed delivery service so there would be full documentation and transparency.

Instead of resolving a simple issue quickly, TOUS customer service took over one month to confirm the obvious solution: return the duplicate item and receive a refund.

After this delay, I was directed to their online return portal — which does not allow me to process the return because the return window has expired.

The return window expired because TOUS took over a month to respond appropriately.

So I am effectively being asked to use a system that no longer works due to their own delay.

Throughout this process:

My clear requests were ignored.

My formal escalation request was not addressed.

No ownership was taken.

No empathy was shown.

Responses felt automated and dismissive.

I repeatedly asked for a simple return address so I could send the item back with tracking and signature confirmation. This has still not been provided.

Mistakes happen. What defines a brand is how it handles them. Unfortunately, this experience has severely damaged my trust in TOUS.

After 15 years as a loyal customer, I did not expect this level of frustration over something so straightforward.

Fantastic service, thank you Ana from the Algarve Shopping Tous store in Portugal.I bought a wonderful chain and amethyst bear for my daughter's birthday. Unfortunately the bag was stolen inside the shopping centre. I went to the shop again and asked Ana to put aside the same combo . So I purchased the same present again. In spite of my unfortunate event I can't fault the outstanding service and patience that Ana had. Thank you 🙏❤️

TOUS gave me the newsletter code that is not working. I contacted the store saying this and also complaining abou the worst ever app they have. they told me that "a lot of people reported that their code for the first order doesn;t work, they even reported this internally to higher level but no one did anything about it in days and they can't tell if it's ever going to be fixed". I wanted to make the purchase for 1000 eur and you just lost your customer.

I am a new buyer of tous, just few items i buy and i am obsessed with your making style and coloring as i like colors more then black white.

I love the Brand and the products

Puntualidad absoluta !!!!
Packaging OK.
Buena atencion al cliente.

Super fast shipping, awesome item. Thank you valued seller

Product was not delivered to my address which Tous had changed from what I had entered. Product was sent back to the warehouse where it sat for 5 days until I called to inquire about status. It is now 10 days after it was due to be delivered and I still don’t know whether the product will be delivered or I will get a refund or even when either will happen.

I purchased an item and paid £10 for next-day delivery. Despite this, the item is being sent with a five-day delivery service instead.

I contacted your customer service team, who confirmed that the delivery fee would be refunded. While that addresses part of the issue, it is the bare minimum, as I will now have to arrange and pay for expedited delivery myself. More concerning was the lack of empathy or ownership shown during the exchange. The situation was treated as business as usual, despite the clear inconvenience caused.

For me, this is a significant problem. I paid for a specific service that was not delivered, and I now have to spend time and money fixing an issue that should have been handled correctly in the first place.

How was such a mistake made when you charge people for a service?!