TOMS (UK) Avis 

phone contact the company - extremally helpful and patient.

Shoes didn’t arrive. Ups took a photo of delivery. Not our house or indeed our dog!!
Complicated and lengthy procedure to correct matters.
Lot of talk about help but not much direct responsibility taken.
Ps investigation will take 2 weeks, birthday present will be very late. Spent many hours trying to trace false delivery address.

First shoes bought and returned received a credit note ....not clear when buying this was automatic.
Second pair bought with credit note in part payment shoes returned with specific request not to have credit note.
Refund made but only for the excess above first credit note.
Requested specifically for refund credit element explaining that I no longer feel TOM shoes a good fit for my feet and received email which effectively ignored this request.
I do think this contravenes some British law regarding refund if products not fit for purposes.

Waited nearly a month for a refund even though the return was delivered to the UK hub 2 days after posting. Only when I contacted the customer service team did I receive my refund.

Never going to buy online again as if there are issues the hassle of a return isn’t worth it.
This is a shame as the shoes I did keep from the order are fantastic

Terrible customer service experience, ordered shoes took a while to arrive to try on and they were too big, sent them back on 24th June arrived at there UK hub 26th June, it then took a further 10 days to then arrive at warehouse in Holland, I thought great they will process my refund soon.

After several emails i decide to call them today 19th July and was told sorry we don't know why this hasn't been arranged we will get this arranged today and you will have it by the end of the week, again I thought great, to have now just received an email to say we have escalated your case to the responsible department you can expect an update in 3 business days. So lied to yet again.

If you really must buy TOM go to the shop dont use there online

My company processes orders from UK to europe and vice versa and using brexit as an excuse now is getting a little long in the tooth

I ordered a size 5 UK you claim a 37.5 ( 4.5 UK ) is the same it’s not a size 5 is a 38 in EU . The whole order needs to be returned. I tried to stop the 2nd order which is also a size 5 to a 5.5 - 38 EU ordered at 2.15 this afternoon but apparently they can’t ! That means shipping items back that have not yet been sent ! Crazy !! Poor customer service
Oh and no one answers the phone
Plus get the sizing right a size 5 UK is a 38 EU

I ordered a male pair of sneakers and I was sent a female pair of something completely different. I attempted to call but the operator hung up on me. I then proceeded to fill out a claims form on their website and their response was a rep asking me to provide the same information that I had already provided. They didn’t seem bothered about trying to get my correct order out to me asap, instead I was told, after 3 days that I should send the wrong item back no later than 30 days for a refund. In fairness to them they did apologise in their email but actions speak louder than words and their actions showed they clearly do not care!

I ordered some shoes from Toms, but did not receive the order confirmation. When I contacted their customer support team via a chat function, the response and issue resolution was fantastic. I was expecting a poor service via a chat function, but there was no waiting time, and I engaged with a human rather than a robot.

Unfortunately, the time it takes to process and deliver the shoes is way too long in my opinion. This would be the main reason for the lower rating.

Order delivered late (which was for a present) then wrong shoes eventually came. Then I had the hassle of having to print returns label package up and send back. Customer service was not helpful and the process was long winded.

I recently ordered a second pair of Toms but somehow managed to set the address as that of a house I moved from a couple of years ago. Was really worried I’d never see these shoes. I immediately sent an email the same evening to customer services telling them of my problem and giving them the correct address. Followed up with a ‘chat’ with them this morning. Yes, they’d received the email, it would be picked up by the correct department and I’d receive a co firm story email once they had modified the address. In under two hours I had received the email that the address had been modified. Really helpful ‘chat’ experience. Great service.

I bought 2 pairs and got a 10% discount as a new customer. I returned a pair as they didn’t fit and my 2nd pair split in less than 30 days. I was given a store credit of the amount minus the 10% discount so to buy a replacement pair, I have to pay the full price meaning I’m essentially £5 out of pocket. I emailed 4 times but still have only received £39.60. The new pair will cost me £44 so I’m pretty annoyed I have to fork out the extra money to replace the item which was faulty. Not to mention I am now supposed to pay £5 delivery too! Not great customer service.

I’ve been told I can have my money back but I haven’t been contacted yet. Regardless, this still means I can’t have what I originally purchased. I think I should be given however much it is to purchase a new pair (so I can have the same shoe in a different colour as my original choice is out of stock) so I’m not out of pocket or be sent a new pair when they are back in stock. Just giving me my money back still means I don’t have a pair of Toms and if I want one, I now need to pay an extra £10 to get them.

I'm honestly disappointed after ordering and then being told told it's delayed every day for a week. I finally got my shose to be disappointed again. After only wearing them for 3 days the back of my feet our extremely sore, with redness. I'm waiting to see what the company will do to help.

Yvette was very helpful. Thanks

Toms deleted my previous review as it wasn't a "genuine experience' even though customer services had to get involved and rectify the issue. Clearly they have enough poor reviews but unfortunately for them I'll just keep writing them.

Ordered a pair of Tom's for April 22 for my wedding day it was one of the rainbow pairs they had in. The shoes didn't last 5 mins after the wedding poorly made and fell apart. What did last all this time however was the spam emails every other day from then until customer service finally removed my name off the list after I left a negative review on here. I tried what must have been over 100 times to unsubscribe but when I clicked to unsubscribe on the email it just took me to their webpage and my only option was to sign up to MORE emails not unsubscribe. Hence why I'm giving them a poor review of my ACTUAL experience of Toms shoes and their behaviour thereafter. My issue with it all is it's still creating a carbon footprint wether email or not, from a company that sells themselves as being environmentally friendly.

So here is my second negative review of a genuine experience, dealing with Toms.

Professional and quickly answered my queries

Thanks Toms! I love these shoes and the pairs I owned in the past always lasted years. When the latest pair I bought had a fault I contacted customer service and they were so helpful and easy to communicate with. They replaced my shoes no problem after I sent photos. Will stick to these shoes as they are so comfy and such good quality. Thanks again!

Toms have redeemed themselves after a bit of a frustrating experience last month. Their customer service today was excellent, problem resolved very quickly. Happy customer.

Friendly, helpful service via chat when I needed to amend an order.

Excellent customer service by Toms, especially by YH, when dealing with a few queries i had about a specific model and colour of a shoe.

Amazing customer experience and excellent quality shoes. Definitely recommend it.