TOMS (UK) Avis 

Florentino was incredibly helpful on the phone when I was experiencing issues at checkout. Offered me advice, and stayed with me until the order was complete. Friendly and knowledgeable.

Always happy with the product. When I had an issue waiting for repayment for a return was very pleased that as soon as I notified TOMS it was rectified quickly.

The promotion code didn't work on either my phone or laptop. The advice from their customer as service desk was use another device, so not very helpful.

The fault was with the delivery company and not Tom's.
Swift action from Tom's and my payment was refunded.
Would use the online service again and hopefully UPS get it right this time.

i order 2 pairs of toms, 1 for my daughter and another for my granddaughter. unfortunately, they were ones with the pleats at the front and both hurt to get on. I've always brought toms, i bet 12 pairs in total, so was surprized they weren't up to what we expect from toms. i sent them back to their site in the Netherlands, it was worth over 76 pounds. I'm disabled and housebound and cannot afford to lose that amount of money.
nobody is willing to help me, and all their Netherlands websites are in a language i cannot understand.
will i buy toms again.... i don't think so

Am not so happy with the delivery company UPS as they made me struggled to a collection point for my item.On getting there I was told the item has been sent back.But Florentino the customer service assistant help rectified the issue and my item has been delivered today.Thank you Florentino for sorting out the issue ASAP

Overall quite satisfied with my experience. However the one caveat is that they failed to tell me about a hold up in the journey of my parcel. I e mailed and got a very speedy response and issue resolved today with delivery of said items. All goods are fine.
Gill

Thanks for coming back to me.
The fault lies with UPS and I feel Toms should instruct UPS to let customers know if the date given for delivery is not going to be met. Also, why does the parcel need to be signed for? It’s not alcohol , nor is it very valuable. Requiring a signature means someone needs to be at home for the the very wide time frame given for delivery.
It’s all most unsatisfactory.

Just had to tell everyone about how our lovely TOMS walked miles with us over the last 3 weeks. My sister and I designed a no fly holiday using trains, buses and ferries from London to Paris to Barcelona to Badajoz to Lisbon to Porto onwards to Santiago de Compostela to Santander where we caught the ferry back to UK. Our TOMS kept our feet comfortable and stable in the heat, on grass and on paving.....sometimes up to 10 miles a day. Neither of us are in the first flush of youth and I have flat feet and a bunion.....nevertheless TOMS kept us walking. Thank you, your shoes took us around marvellous places..... 😊

Customer service is great, a little concerned about the quality at the moment.
Basically I have bought Toms for years, I admire the fact they’re so charitable and the shoes you buy got a pair for those in need.
That being said I have had a couple of dodgy pairs.
I think sizing can be an issue, there not always true to size, but quality does seem to be a bit hit and miss.
I bought a pair of Ashland boots, had wanted them for ages, and bought them at the close of last winter, had got them out a couple of times to break them in and make sure they where good to go this year as my old boots had given up, and the sole started coming away from the shoe.
I mean I am of modest means so saw them as a reasonable investment if my old ones where anything to go by, but they haven’t made 5-10 short trips out before falling apart.
That said, talked to customer services, submitted a claim and everything’s sorted.
I will still be shopping with toms based on what I mentioned before, and just hope this was a one off.
I hope so, because I wanted these boots for a couple of years but my old Clark’s just kept going. For these to fail so quickly makes me a bit weary but we will see.

Fantastic customer service. Package was blocked at a depot due to an issue with the address and they took care of everything to get this sorted without me asking.

Excellent customer service!

I had returned part of the order and Tom’s issued a credit note.

Contacted Tom’s via chat to request a refund and no questions asked, it was done.

Great products and excellent customer service! I’ve long been a customer. Thoroughly recommend! 😊

Received my 3rd pair of Tom’s for my birthday in May this year to replace my existing pair as I had found them perfect. By July they’d started to fall apart and as of a week ago can’t be worn anymore. Something has gone terribly wrong with the quality of their shoes which is a great shame as their charitable USP and unique designs were such assets.

I ordered the wrong size and was having trouble arranging a return via the website. Florentino J in customer service was wonderful, very sweet and made me laugh. Thank you x

I love TOMS shoes and have converted family over the years to them! I purchased Darcy flats last October and recently seen splits and the heel breaking. I filled in a warranty claim to get a reply back saying it was outside the warranty period, when I replied back, I got a reply from another agent called Sheryl who apologised and offered a replacement or credit on account, once I requested replacement the order was swiftly made and email confirmation again! So quick, easy and helpful!
Only lost a star due to the added kerfuffle with the incorrect reply to me.

Very poor experience.

I purchased two pairs of shoes in size 9.5 online using the toms.com website (one pair in black, one in white). Both pairs arrived in a size 13 (so three and a half sizes too big). The colour of one of the two pairs of shoes was navy/black. Neither were white.

The label on the boxes matched the shoes inside them, and so it wasn't a case of wrong shoes in the correct box. They had simply sent the completely wrong order. The receipt on the box was correct and matched my order, and so there could not have been a verification step in the deliver process.
I notice from recent reviews that my experience of the wrong shoes being delivered is not an isolated one.

In any case, mistakes happen, so I asked for the correct shoes to be delivered on a priority basis (as they were purchased for a holiday), which seems reasonable given this was a Toms caused issue. I was only offered a return and refund.

In order to return the shoes I have to find the time to locate and visit a print shop (and pay for the printing) of the return postal label. Only once I've done this will I receive a refund (which I didn't want - I just wanted the correct shoes). So we're looking at between 1 to 2 weeks of Toms holding my payment, but still not having delivered the correct shoes.

Despite asking again for the correct shoes to be delivered this wasn't offered which I'm told via email is Toms' policy. This has left me to believe their only concern was to receive back the wrongly delivered shoes, with no concern for rectifying the issue.
Unfortunately it doesn't seem to be understood that a refund is not a solution - it leaves me in the position I was in before purchase, with no shoes! The customer experience has been treated like an exchange of an unwanted item, rather than incorrect delivery by Toms.

In summary, I'm very disappointed with the service. Human error is completely understandable but the subsequent failure to try to solve the issue is poor (again, a refund is not a solution).

Although rare, I have had a similar issue with ASOS and another clothes retailer in the past, who upon seeing a picture of their delivery error immediately delivered the correct items the next day as a priority. That is an example of good customer service.

Unfortunately I could now not recommend buying Toms.

Florentino is the best customer service agent that Toms has employed!

Toms shipping issues are beyond frustrating!

I was sent the wrong shoes, my parcel contained shoes and an invoice for someone living in a different city. When I contacted Toms about the mistake, I was sent a parcel label to print out at my own expense and take to the post office in my own time with no offer of rectifying the mistake and sending me the correct shoes.

TOMS customer service is excellent. I had to return my order and they refunded my account within a few days.