TOMS Shoes

I placed and order for Christmas Gifts and bought 3 pairs of shoes for Christmas one pair doesn't fit my daughter and they keep telling me I never placed an order so I can't return the pair that doesn't fit. They have the amount I spent, the day I ordered the day I received it the e-mail address that the confirmation I received for the order and the shipping address and they are telling me they don't find and order and that is so that I can not return them. I will never order from them on line ever again.

I try to buy Alpgarta boardwalk slip on shoes listed for the price $29.99 and at check out they ask for $49.99. I try few times with the same results. What a joc. Waisted my time and patience. This is a first time I try TOMS and is the last time. This is not a serious company.

I bought shoes 2 months ago, I wear them occasionally and they already have big rips in them. Customer service won't answer.

How ethical can TOMS be when its manufacturing choices support a genocidal and politically repressive authoritarian regime? Come on TOMS! You can do better than that.

I purchased a pair of TOMS shoes at retail. After not wearing them very much, the uppers began to seriously delaminate to a point where I could no longer wear them. The soles looked like new - little to no wear. I inquired with TOMS about this premature failure and, when they found that I had purchased the shoes at a retail store, they told me that they souldn't do anything without a TOMS order number and that I should go talk to the retailer. TOMS provided absolutely no customer support nor did they even attempt to show any responsibility whatsoever for the lack of quality in the product. With that experience, I have sworn off even thinking about buying any other products from TOMS.

If I could have rated them with ZERO STARS, I would do so.

I ordered a pair of slippers in a size 43 (UK9).

All of my shoes are this size (about 30 pairs) but Tomes are too small. No problem I thought - I will return and buy the next size up. When I went online to do so I was asked to pay £6 (20% of the cost of the slippers) to return. I called the Customer services line and was told that is simply Tom's policy.

Toms is the only online store that I have used that asks for this which is completely unacceptable - particularly in circumstances where it is their fit that is off.

I had the next size up in my basket but have decided to cancel my order with Toms altogether and buy a pair of Mahibas instead. I am quite happy to pay for quality but I refuse to accept poor customer service. In this day and age if you hold yourselves out as an online store, you should put some of the profit that you are making from not having to pay rent, rates etc into a free returns policy.

UPDATE - After calling again and referring Toms to my online reviews they agreed to pay for return postage.

I BOUGHT A PAIR OF TOM SHOES FROM JOUNEYS ABOUT 3 MONTHS AGO, THEY'VE ONLY BEEN WORN ABOUT 3-4 TIMES IN AN OFFICE ENVIRONMENT, THE BACK PART OF THE SHOE IS COMING APART, I CONTACTED JOURNEYS AND THEY DID NOT WANT TO DO ANYTHING TO HELP, I CONTACTED THE MANUFACTURER TOMS AND BECAUSE I DID NOT PURCHASE THE SHOE DIRECTLY FROM THEM, THEY DON'T WANT TO HELP EITHER. SO DISAPPOINTING THAT THE MANUFACTURER WAS NOT WILLING TO HELP A CUSTOMER. CUSTOMER SERVICE DID NOT EVEN TRY TO HELP ME AT ALL.

I bought a pair of slip ons and a week after I got them they tore along the lining. I filed a warranty claim and they denied it saying it wasn't because of the quality and refused to replace them.

I fell in love with a pair of black cat TOMS and decided to place an order. In order to get free shipping, I actually added another pairs of shoes. I read over the sizing chart, and confirmed that nothing has changed since the last time I bought their shoes, and actually read the crochet TOMS (what was in my closet) fit tighter than their standard ones (which is what I was ordering). Using the shoes in my closet as reference, I ordered the 2 pairs. They took longer than expected to arrive and when they did, I couldn't even get my foot inside either of the shoes.
My only option was to return both pairs, but after reading their return policy more carefully, I was apalled to find out that the cost of the returns was at my own expense, because there's no such thing as TOMS stores within Canada. My order was $124, and the cost to return was $32. I figured that the $32 loss was less than I would lose selling the shoes myself, and I was about to leave for vacation, so I packaged and mailed them out. It took a long time for them to process my return, even though I could see on the tracking number that the shoes were in their warehouse. When they finally processed the return, both pairs were processed at the exact same time (they were in the same box) but I have now only received credit for one pair of shoes. With a partial credit, and the cost of shipping, it has now cost me over $70 to have absolutely nothing in return.
I would not recommend doing business with TOMS the company, but if you absolutely need to have their shoes, I would purchase them in person from an authorized retailer with half-decent customer service, and the ability to process returns.
Usually, I do not recommend purchasing footwear online without the ability to try it on, but I figured that because I already had TOMS in my closet, that I was safe to order a brand I was familiar with. They are not consistently sized and I quite literally paid the price for my assumption. Don't make the same mistake I did.

During the black friday sale, i wanted to buy a new pair of Toms. I tried to order them, but their website kept having trouble with the connection to the payment services. I contacten Toms customerservice and it took them more than a week to respond to my email asking for help to order. By then not only the black friday sale was over, their response was that it happend because i was using the wrong browser. The browsers they say i needeed to use where the two browsers I had already tried and that were not working... i emailed this back to them and more than a week later their second response came in which they advise me to use a different device in the future when ordering!

What kind of nonsense is that!? And where the %#%$@# is your customer service?

I used both my laptop and my iPad and between them 4 different browsers and the problem is with your website and not with me.

And instead of trying to find a solution, like manually entering my order or fixing your damn website and then give me the chance to order the shoes for the Black Friday sale, you put all blame and responsibility on me and you don't help at all!

TOMS lost a customer today with their completely absent service towards customers and that is a shame because I really liked their shoes. I will never ever buy from a company that treats its customers like this and neither will all my friends.

I have never left any review on-line before today, however my terrible experience with TOMs have compelled me write a very poor one now.

Summary facts of my experience:- 1. Made an order. 2. Called TOMs & confirmed my need for delivery (this was to be a present) & was assured all was well. 3 Order lost between Toms and UPS. 4. Called TOMs. I was advised to order again & my initial payment would be returned. 5. Order again lost between TOMs & UPS. 6. No useful help from TOMS. 7. Both orders arrived at the same time - Far too late. 8. Spoke to Customer Services@ TOMS who promised the resolution I required. 9. E-Mail from TOMS contradicting what Customer Services had just agreed.

In case TOMS answer and attempt the tactic of not finding my order - I have recorded my order numbers.

I am left with two payments out-of-pocket and considerable time wasted. My own experience & my personal view is one of a failing service (to the level of being actually offensive), of an inflexible process-led approach and of risible & crass incompetence. I reflect the comments of others that TOMS do not make their returns policy clear enough. My experience suggests to me that TOMS are content to take your money and when they fail, they have left me the paying customer to do all the work for them - Totally unacceptable & certainly not accepted.

You can see through 13 pages on TRUSTPILOT that all pages contain similarly serious complaints. It appears to me that the evidence makes it reasonable to infer that there are serious systemic and endemic problems with TOMS customer care. From my experience I have come to seriously doubt the ethical branding and to wonder if it is merely Virtue signalling and ‘ethics-washing'?.

I am escalating my issue to the UK Trading Standards Officers, to VISA, to PAYPAL and to the American President of this brand.

Buyer-Beware!

The last 3 pairs of Toms I bought all fell apart within weeks. There is also no support whatsoever. I will never purchase Tom's shoes again.

I brought a pair of TOMS returned them. Brought another pair. I went through this process a few times. I got to the point that I just wanted my store credit back to my PayPal. I was told I could get it back and that it would come 7 to 10 buisness days. I waited 10 days. Asked again, they apologized and said I would get it back. I waited almost a month. I then went back to use my store credit to buy a bag. It was missing. Then I was like okay maybe they will give me sore credit back to PayPal. I waited another 10 buisness days. I asked again they said I was given wrong information and I couldn't get it back. Then they said the financial team will message me back 2 days later about my missing store credit. They never did and I am done and not bother to message them again. Enjoy my 56 dollars. I also believe that they didn't give me a full refund. I brought a pair of shoes for 62 dollars total. I returned them got a refund not realizing it wasn't the full 62. Brought the same pair of shoes for the same price and still had to pay 6 dollars. I was wondering why I had to pay 6 dollars for these shoes, I noticed that I didn't get the full refund the first time. I asked them this they couldn't give me an answer. Just make sure if you buy from them to make sure it is the right shoe size. Also, if you have the option when returning for store credit or original method ALWAYS do original method.

No shoes received, terribly unfriendly customer service, still haven't got my money back. No clue how to proceed.

I received my 2 new pairs of Toms in the post today. I bought the Ash women's classic canvas shoe, because I love the exact same ones I bought two months ago, however, the shoe was sized like a 6.5,, instead of the 7 in claims to be. Keep in mind, I had Just bought EXACTLY thesame shoe; size& color. They feel Extremely constricting on the top half of the foot; painfully so. I am a very slender and petite woman of 103lbs, there is No Godly reason why the shoe should be so markedly different than the identical ones just two months prior. This is not the first time I've experienced inconsistency with sizing from this shoe company; this is the Fifth and Final time I try. Speaking with customer service and voicing my concerns was a waste of my time and the staff members time as well. He stated thst they get the shoes from different producers in different countries, so that could explain why each and rvery pair is markedly different. These are not fingerprints or snowflakes, they should not each be uniquely different. They are canvas fabric cut from a template, sew together, glued to a flata d uncomfortable sole; these are made on an assembly line, not handcrafted by individual artists without any grids or measurements. I highly recommend trying Bob's by Sketchers, as they are extremely consistent in sizing( all of my Bobs are 7s)& they have taken the time to engineer a comfortable and ergonomic footbed.