TOMS (UK) Avis 

Don't bother buying direct from this company if you expect any sort of reasonable customer service. Having been sent the wrong shoe size from what I requested when ordering, it then took multiple messages over the course of 2 weeks for them to accept that it was their error and to arrange a return that they didn't expect me to pay for. This was despite clear photo evidence that I had been sent the wrong size. They don't do replacements but the shoe in the meantime had then gone up in price, so I was unable to reorder the correct size. Such a waste of time!
Update from reply: I can't believe I have to go through this again. Regarding the US Vs UK sizing, please refer again to the emails sent via your customer services. The product was advertised in youth sizes, which doesn't correspond to either!
What it boils down to is I was sent a 25cm shoe, when the order was for a 24cm shoe.

When making my purchase I didn't realise that the page had defaulted back to size 6 (instead of required size). I noticed this as soon as I placed the order, but there was no way to cancel the order. All I could do was email the customer service team because the chat and telephone service were closed. When I received a response, I was told that it was too late and the order had been despatched, even though UPS tracking stated that they had not received information.

This is a simple fix on the user experience to enable quick cancellation of mistake orders. Even ruthless retailers like sports direct give you a 15 minute grace period to make this type of cancellation.

I will be returning the order when it arrives, but I will not be reordering the correct size as the customer experience does not align with the brand message of being a responsible and ethical company.

(Update: They subsequently did go some way to making amends so I wanted to reflect that in my review. The initial incompetence was frightening, but they did at least take ownership of that incompetence.)
I purchased a pair of trainers on their website and went well out of my way to check with their Customer Service team what size I should order in terms of UK/US/EU equivalent sizes. I was given completely incorrect information and hence ended up with a pair of trainers that were far too big for me. That was 6 weeks ago. Since then I have sent approximately ten emails to try to get the situation resolved, a couple of which were replied to and the rest subsequently completely ignored. No refund, no interest, no response. They are utterly inept, care not one iota for their loyal long-term customers, and deserve to go out of business.

poor customer service. As a long-time TOMS wearer, I ordered my new TOMS with confidence, and when they arrived, I didn't try them on straight away as I thought I knew they would be fine. When I did try them on I found that they had changed the cut and they were no longer comfortable for me. I tried to return, but I had missed the 30-day returns window by only a few days. TOMS customer service was nonexistent, and after a few email exchanges, they are still saying no, I cannot return them. Extremely disappointed in this as I now have expensive shoes I can't wear.

Got a pair of their sandals recently for my holiday. First and last pair. They cut the top of my foot after about two hours and I was in agony first day until I found a shop selling hoka sliders. 1 million times better and Tom's are in a bin in Gran Canaria which is where they belong in my opinion. Never again

I ordered a pair of shoes but were to big . Sent them back . Have proof they were delivered as tracked the parcel . Emailed them 5 times and still no answers for my refund ???

I have many Alpagarta shoes which I love but could you PLEASE make them in a ‘taupe’ colour!

Order process was fine. Unfortunately my parcel arrived on the day I went away for a week and when I opened the box up the shoes were sadly way too small; I'd ordered my usual size, but they were too narrow and too short. I prepared to return them and reorder in a larger size, but the whole returns process is where it all went a bit wrong. My parcel went back via Royal Mail, but the parcel arrives at a UK hub and then the shoes are inspected and then returned to the Netherlands and only then do you receive your refund. My order was received at the UK hub on 31 May and was still undergoing inspection on 10 June when I received a reply to my query on why it was taking so long and my refund finally came through on 18 June, more than a month after I'd placed my original order. The shoes were superb, but I'd advise to size up in canvas and just be aware that if you have to return them that your refund will take quite some time to come through. It ended up putting me off reordering.

Ordered some size 5 shoes from TOMS for my graduation in 2 weeks time. I finally got the shoes and noticed the shoe box said size 5 but the shoes in the box was in fact a size 4.
I emailed the customer service team through their online form found on their website twice with no response over the next few days since receiving the shoes. Today I decided to call them. They've offered a full refund for the shoes and told me to purchase another pair and they will refund the student discount I got off the first pair. No mention about paying for the second lot of delivery I'd have to pay which I wouldnt have had to pay if they got the first order right.
Then I go onto the website to quickly order a new pair as my event is in two weeks. Turns out they're now out of stock in size 5 and above sizes. Can't help but wonder if I wouldn't be stuck without shoes for my event if TOMS actually dealt with my issue sooner. I'm now extremely frustrated and left without shoes for my event. Brilliant.

I've been wearing Toms shoes for years. In fact am wearing a pair at the moment. Ordered exactly the same shoes this time. Arrived promptly and a couple of weeks later because they were identical put them on to go out. Thought they were a little loose and by the time I was half way round the shops, realized they were so big that my feet were coming out of them. Of course, because I'd stupidly worn them it wouldn't be possible to send them back. Have now got a pair of shoes that are useless to me. Just looked in my wardrope and I've got 4 pairs. Please Toms get your sizing sorted out!
Having seen Toms reply I would just like to add that I bought exactly the same shoe, size 6, wide, that I am wearing right now, I've taken them off to check. There was a shop in Bath that stocked Toms and possibly I bought them there. Hate it when companies I like refuse to accept that the customer might be right!

charged me £49.98 for one pair of shoes but the receipt that I received showed the bill as £36.67.
I am still chasing them to receive my balance. I am highly disappointed as the billing is not transparent.
In the end, they changed my receipt.
After knowing the cost gap I strongly feel this product is far too costly.

Dear Toms,

some time ago I bought flip-flops / sandals (in Office store). I liked the shoes very much.

The first time I wanted to go out and get a coffee in them, I was stunned. I couldn't walk in these shoes! They slip off after about ten metres and are completely unsuitable for everyday wear.

What was wrong? I tested it several times and it was always the same - after a few dozen metres the shoes just slip off, they do not hold the foot, they 'push it out'. They are completely unusable.

I think I was just walking slowly in the shop (before the purchase) and the distance was short. When I walked naturally and the distance was longer (about 300 metres), everything changed.

I would like to send these shoes back to you because I have nothing to do with them. I don't know where the receipt is, so I can't return them. I will not sell them on Vinted because I will not do the same to another girl. Not throwing them away because they are new. Nature is important to you, so I assume you have an idea of what to do with them.

Please let me know where I can send them back.

Fast, reactive and quick solution finder customer service !

Total scam two months failure to deliver goods. Ignore and fail to respond to any communication until I disputed payment with my bank. Thankfully my payment provider have addressed issues as Tom's could have cared less

Customer service dire they lie about the law and acknowledge it when called out. They also lied about not knowing this cas to try to get this review taken down

Avoid at all cost breech contract and if I hadn't enlisted my bank I have no doubt they would still be ignoring two months worth of emais a d failing to return my funds

Purchased a pair of the Palomar moc toe on November 11 last year. Advertised as water resistant, they are already allowing water ingress from the sole. Cost €190 and already letting in water.

They look great and are super comfy but it is extremely shoddy that they are letting in water after just over three months!

I love my new boots from Toms! Unfortunately, they arrived in a very damaged package and the boots themselves were damaged. I reached out and Toms resolved this really professionally and efficiently. Thank you!

Just adding a reply to toms comments….
Christmas gifts cannot be tried on before Christmas if you don’t know your getting them…very poor customer service and my original review still stands poor fitting over priced products waste of my time and money.

My husband brought me some toms boots in uk 9 I’m usually an 8. As they were a Christmas gift he purchased them in Nov. When I tried them on they were so tight, toes touching the ends and generally a bad fit. We’re got in touch with customer service to be told we are out of the 30 day returns policy and there is noting that can be done. I will never shop with toms again and if anyone ever asks if I’d recommend it’s a defo no no. Most retailers extend returns or exchange over the Christmas period. Im stuck with a pair of £120 boots that are useless

Excellent slippers - design and fit - and first class customer support

I am very happy with Andrea for helping me out with my Queries.

Great customer service and how lovely to speak to a person and not a robot! thankyou Toms!