TOMS (UK) Avis 

My Order (UK2162002) was delivered to the wrong Apartment building across the street by UPS. I was eventually able to gain access to the building but the package had already gone. Despite attempts to contact the the corresponding flat number from that building they were unresponsive. So the package is lost. TOMS offer no live chat assistance and I emailed customer service over a week ago and had no response. So I have never received the item I have paid for. I like TOMs have purchased their shoes previously but I will not be ordering anything direct from them again unfortunately.

My 1 star isn’t for the shoes. I actually really like the shoes. My issue is with customer services. They are very poor. I had to return a pair of Toms as they were too big. Upon reordering they took a whopping 17 days to arrive. I wrote to customer services to complain twice and didn’t receive an answer to each complaint for over a week. Finally I got a reply saying because of the sale they had a backlog. I paid full price for my Toms. It took them over a month to refund the pair I sent back. Come on Toms get your act together!

Shockingly bad service.
It didn’t say the sandals were being shipped from America so I got an email saying I had to pay import tax. Eventually got through to customer services via email, they advised they would refund it immediately if I paid it. I naively paid it and am still waiting for the refund 6 weeks later despite my regular emails to them.
The sandals are ok, bit tight on my narrow feet but not worth the money and especially not work the extra important tax I paid.
Very unhappy that I have been conned and it taints the sandals when I wear them.

Terrible product and quality since the buyover 3 years ago, was a long time wearer and were very well built, not now obv picked profit over a quality product need to find a new summer shoe now pity.

Schoenen zijn opzich prima, toen ik uiteindelijk de juiste maat had, geen klagen.
De klantenservice is echter waardeloos.
Mijn te groot bestelde schoenen volgens de instructie retour gestuurd, hopende snel mijn geld terug te krijgen. (Juiste maat schoenen via een andere site besteld).
Echter een week later werden de retour gestuurde schoenen weer thuis afgeleverd.
Om dit te herstellen heb je de klantenservice nodig, echter dit lukt totaal niet tot op heden.
Heel vervelend.

WORST customer service for a global company. I have been trying to return a product. The return page does not accept my order number, no response to my emails, chat or social media messages. The phone number listed on their website is not recognised!!!!!!!!!!!!!!

The worst website/brand I've ever shopped from:

1. My order was cancelled TWICE after it had already been confirmed, without any explanation.
2. My THIRD order was also cancelled after four working days, again with no clarification or reason provided.
3. There was no estimated delivery date displayed during the ordering process.

Overall, it was a very frustrating experience, with poor communication and unreliable order processing. I WON'T recommend shopping from this website/brand AT ALL.

Delivery took 2 weeks. Shoes did not fit. 2 weeks after returning them I am still waiting for a refund. Really poor customer service.

Terrible customer service, literally no contact whatsoever, shipping is horrendous, having bought plenty of Tom’s in the past I simply won’t bother again. I really don’t know how a brand with such poor behaviour became a B Corp?

I’ve been trying to get in touch with customer service for a month now through emails. Tried calling but the number does not work!! All I want are proofs of refund. Where can I get in touch with these people😡😡😡

Terrible sizing! the canvas does NOT stretch at all i have bad red marks on both ankles and pain when walking , every other size 5 is perfect in other brands why can't TOMS get it right!!

I have been unable to get help regarding a return request. I was sent a Barcode to use with Dhl. The code was not recognised by their system and so i still have then.

I have contacted Toms again and have heard nothing.

I seem to be left with shoes which do not fit and no help in returning them in order to receive a refund.

I am so disappointed and rather annoyed to have wasted so much time on a supposedly straight forward process.

I would caution people to be careful when dealing with this company.

No way to contact the brand and no way to cancel once ordered but item not moving so will miss the date I need the item for. Customer email/ phone and chat from the UK do not work. Literally line is dead and email bounced back. Really frustrating.

Delivery is a complete joke with this company. Such a shame as I like the shoes !

I received a notice to say my return had been received by TOMS on 2nd June. Still no refund and it was paid for with PayPal which should be immediate. I’ve emailed and had no response. It’s a lot of money - I can’t believe how bad this is

This company doesn’t deserve the one star I’m forced to choose so I can write this review.
I returned some espadrilles to them and tracking showed they were received on 30th May. It’s now ten working days later and no refund received. I’ve emailed them twice and have had no replies. My own fault for not checking there was a contact number or at least one that had English speaking people but of course I assumed they are a very well known brand there wouldn’t be any problems. Wrong wrong wrong. Lesson learnt.
AVOID THIS COMPANY AT ALL COST 🤬

I bought a pair of espradils on line and when they arrived they were too big so I returned them. I paid £60 but the receipt they game me said £50. I have not had the refund - now 3 weeks - even though they confirmed that they have got them back. Impossible to talk or chat on line as phone just disconnects without going through. I have emailed twice but no response. I have bought TOMS in the past but will never use this Company again. Resigned to losing my money as paid by PayPal and not a credit card.

Ordered 2 pairs of sandals on 24 May. Had to pay 2 x p&p as system wouldn’t let me order anything beyond £110… something to do with customs charges but it’s TOMS Uk isn’t it? 🤷‍♀️ Endless emails over many days/weeks telling me my purchases are on their way - x 2 as I had 2 orders! They arrived today, 10 June. Different styles of sandals, same size but completely different fit. One roomy, one I couldn’t get my foot into. In summary, costly postage, long delivery period, over-communication and inconsistent sizing. I won’t be ordering again.

Purchased two pairs of Toms shoes, both started sqeaking like mad when walking within a few weeks of purchase. I sent them an email, they initially responded asking for a video which I duly sent over. That was the last I heard despite several follow up emails sent.

Dreadful. AVOID THEM - There are some companies who deserve to go into bankruptcy and this is one of them. I ordered on 25th May. Have had lots of these in the past from UK shops and thought the canvas shoes were great BUT a) I find they have changed the fabric and design for the worse b) the sizing is totally wrong c) they charge a lot for postage and then don't deliver in anything like a reasonable time - was supposed to be 9th now 11th of June - 17 days if they turn up (any time of day). I wrote to them twice asking to cancel and zero response. I phoned and asked them to refund and told they must be delivered even though they hadn't left the warehouse or been processed. Still no reply to emails and will have to send them back as their sizing is totally messed up. They are the pits. AVOID.