TOMS Shoes

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.