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Reviewed April 13, 2022
I ordered 3 pair of shoes for my 6 year old. I love the fact that this organization helps people in need, I support that HOWEVER those shoes were sent to the wrong address by my mistake and they did NOT help me at all!!!! Why not contact the shipping company used for transporting the shoes to correct the address??? They said it was by UPS I contacted UPS they said no, it's USPS!!!! I will not order from them again!
Reviewed Dec. 27, 2021
I have purchased a size 7 shoe at Toms for over 10 years. The last 8 pairs do not fit. Cannot even get foot in shoes. The width has been narrowed and sizing up does not help. The site claim of true size is not true.. BEWARE… because trying to get resolution no answers, no callbacks or just send back and hope for refund because no longer have the shoe. Used to live them. Something has changed. Do not buy. Find another shoe company.
Reviewed Dec. 15, 2021
Horrible customer service. No call back. No free label for returns. All lies. What happened to TOMS shoes? They don't care for customers who need to return shoes, they want you to keep them even if you don't want them. Very bad experience with toms shoes. False advertisements.
Reviewed Nov. 7, 2021
This company claims they have easy returns. Don’t believe it. I spent $20 to return $89 shoes. Don’t yet know whether they will credit my account. They claim that UPS will ship return for free. Not at all true for me today. Beware.
Reviewed Aug. 26, 2021
Before buying these shoes I read everything on the website on measurements, then went and measured my foot. What they don't tell you is that the measurements are the outside not the inside of the foot. They recommend to buy true to size and if you are between sizes to order the smaller size. Well these shoes are NOT true to size. Also when I called to return the lady told me to order one size bigger not smaller. Now I'm out $7 plus have to return these shoes.
Reviewed July 8, 2021
I ordered shoes. They sent the wrong order. I called to have the order replaced and Toms stated I could not have a replacement. I was hung up on. I called back, explained again the issue. Again I was rudely told I could not have my correct order. I asked to speak to a supervisor. I was told the supervisor would call back in 3-5 business days! I asked why I could not have the order replaced and I was only told that I bought the shoes on sale. They were rude, unwilling to help, unwilling to explain their reasoning tried to blame their mistake on UPS, and I am out of 3 pairs of shoes! I still do not know if I will get a complete refund and they couldn’t care less about the wrong order I received or what I’m supposed to do with it!
Reviewed June 22, 2021
Absolutely horrible customer experience. I had made a purchase 3 days ago (on a Saturday) and when I received my confirmation email I saw that an old shipping address defaulted to the shipping address used, when I had inputted my correct shipping address. I immediately reached out to the company to get the address changed and ultimately I just wanted to cancel my order and got no response.
I called on Monday to get help and I was told they couldn’t cancel and I would have to wait to get the product and then I can return it. HOW CAN I RETURN SOMETHING THAT’S GOING TO THE WRONG ADDRESS?? I called several time to try and resolve this issue, but all representatives were pitiful and offered no help. I worked as a customer representative and have learned the functionings of the role. I know my requests could have been fulfilled, because I have offered the correct help in my previous position. The company has no care toward their customers and now I have no care in showing support to them. They do not deserve the B Corp certification as they clearly do not hold themselves to a standard to better society and help their customers.
Reviewed May 10, 2021
I have tons of Toms shoes & love them but will NEVER buy another thing from them. I bought 2 pairs of shoes on a buy 1 get one 50% off sale. The order was processed and 1 pair was mailed. The other just said "canceled". They charged me incorrectly for the shoes they mailed & I never got an email with an explanation so I called... 5 times before I was able to speak to someone. They have no email and their chat was never "on" in FIVE BUSINESS DAYS. I called and pressed 1 for a call back & when they'd call back ... They'd hang up. That happened at least 4 times. I had to stay on hold for 45 minutes before someone answered. Completely unacceptable.
I spoke to a very rude woman who claimed they canceled the one pair because they sold out... How the hell do you sell out when it's already ordered? I was also told I would receive a refund in 5-7 days. It's been way longer than that and shocker, no refund. I suggest people really think long and hard before dealing with a company that has frustrating practices bordering on theft with ZERO customer service.
Reviewed March 16, 2021
Horrible customer service....I will send them back but will NOT order them even on sale!!!! I've never had a company not honor their own sale price!
Updated review: Feb. 13, 2021
Well after three days of emails & phone calls they emailed me last night to say they were giving me a 'courtesy' credit but to be more careful and make sure I'm logged in. So silly really! Still give the customer service a 1 star but do like the shoes. Just be careful & put something on the inside heel portion or they will shred you but are comfortable and cute.
Original Review: Feb. 12, 2021
I really don't know where to begin. I was referred to start wearing Tom shoes by a doctor because they were good for my feet supposedly. I went online and really liked the look of them and asked around about them. I created an online account because I saw their rewards program and I thought what the heck. I bought my first pair and loved them. The site never showed my purchases, any order history or any rewards so I thought I would wait a little while and it would appear I bought a second pair. Because I love the first one so much.
I'm a 58-year old woman and not stupid and trained in computers and in this world today we all log in to websites. I never received any rewards points I'm told it has to do with browser settings yet I have proof of the orders and they are arguing with me over points. I asked for a supervisor over 24 hours ago and have been told one would call me in 24 hours It is now almost 48 hours later No call back so I imagine they have quite a bit of complaints about their condescending, uncaring customer service.
I have a job that is very busy. I don't have time to sit on the phone calling them daily to make up something about points. The proof is in the receipts as for some reason when I created the account I was awarded $10 & in fact had accidentally created two accounts both accounts were purchased with me logging in as I received a Tom's $10 credit on each pair! How would I get that credit if I didn't have an online account?
Last night against my better judgment and only due to the large sale they're having now I purchased a pair I had been looking at. Lo and behold they appeared on my account. Mind you I have yet to hear back from the supervisor and got a very condescending, nasty email from their customer support. I also wrote them on Twitter and got the same sort of reply. They can track apparently the time, the date & when you log in when you make your purchase but cannot tell you if you were logged out. I begin arguing this with them on the principle that if you offer something you should live up to that as do many other online retailers.
While I do really love these shoes (although they will shred the back of your heel, unless you wear a no show sock) I will probably never again purchase directly from their website again or maybe never again and look for another shoe that will work for the issues with my feet. Shame on you Tom's, a company that claimed to do so much good for the world yet will argue with somebody over points for two pairs of shoes.
Reviewed Dec. 21, 2020
I bought 3 pairs of the same shoes, but different colours as part of a half price sale. These fit really nice and the quality is great. I will buy from these guys again. Standard processing and shipping was fast too.
Reviewed Dec. 5, 2020
They don’t make an attempt to rectify mistakes when it initially happens. Bought a few pairs as gifts and it never came. Found out they were sent back bec. my apt. # wasn't on it although it says on the invoice that it was there. They told me it's a carrier issue so I fixed it on my end. I asked them to see if they can fix it so when my order goes back to them, they can resend it without having any issues. They told me when it comes back to them, they just give me a refund. Why would you not make an attempt to fix it. So instead of making an attempt, they want me to go thru the same process of buying it and hoping it actually gets to me this time around.
Their customer service has only general answers. They don’t seem to offer any solutions when things go wrong during delivery. I’ll still buy shoes from this company but I’ll probably buy it in person. The only reason why I did it online cuz of the pandemic and their online deal. Now I’m suppose to wait and see if my order is going to make it in time for Xmas.
Reviewed Dec. 2, 2020
This has been by far the WORST experience shopping I have EVER had. I ordered shoes online, they cut my ankle so I called to do a return. I was sent a label and told to go to UPS and it would be free. That was a lie, but I will get to that. I talked to three different agents who assured me returns are free. When I went to UPS, I had to pay to print the label, pay for an additional package to put the shoe box in AND pay for the shipping. This was $9.00, not much you could say but it should be free as advertised and as I was told. It just gets worse from there. They gave me a $6.00 credit for having to pay because they said I should have gone to the library to print the label. Really?! Next I get a $9.00 credit and I had a promo code given to me to match the price I originally paid to purchase a new pair. Now the promo code will not work with any sales, not what I was told.
I spent 3 more hours on the phone last night. The first agent was really nice but would not give out her name because she thinks Toms is a terrible company and does not want them to know it is her answering their customer calls. She told me to call back until a supervisor named Robert or Shantelle answered because they would help. Mind you, I am still waiting for a supervisor call that I requested 11/25/2020 and again yesterday. I returned the shoes two weeks ago and STILL no refund. They said they received my return on 11/30/2020 but I have to wait for them to scan them in.
Another chat agent said "it's only $24" to me in a chat, which I saved. Really?! I will be posting the chat and this story to IG and Twitter. Toms is by far the WORST company with horrible leadership. They are stealing my money and will do the same to you. Just ask the agent who would not give me her name because she (someone who works for them) said they are terrible and she would never shop with them. A company she works for.
Reviewed Oct. 17, 2020
Toms like Crocs makes a ton of different types of shoes and some are affordable. Love the simplicity of them while still standing out.
Reviewed Oct. 4, 2020
Love Toms shoes...They fit my foot like a glove and they also give back to the community which is important to me. I have a wide foot...so it takes me awhile to find the correct shoe, not with Toms.
Reviewed Oct. 3, 2020
Lots of shoes to choose from. Online and instore are both great. Online delivers quickly. In-store has wide selection in all sizes and if you need asap it is great!
Reviewed Oct. 2, 2020
Toms is "kind and generous". Wants comfort oriented in its customer focus. Shoes are not always consistent in fit, but they are fabric & soft-ish, and they donate a pair when you buy a pair. Good Deed.
Updated review: Oct. 4, 2020
A second time contacting CS proved much more pleasant. The rep again said they don’t typically issue refunds for shipping but told me they would talk to a manager since the shipping had been delayed. They did refund me the full cost of shipping and also refunded me the full amount when I later returned one of the pairs of shoes. I’m still disappointed with the initial experience, the second rep was much more helpful.
Original Review: Aug. 24, 2020
I purchased two pairs of shoes that came to over $100 on the 18th in the morning. I needed them on the 22nd so I paid $15 for 2 day shipping. TOMS estimated an arrival of the 20th prior to my purchase of 2 day shipping. I also received an order confirmation email from TOMS stating that the estimated arrival day was the 20th. After the shoes did not show up on the 20th, I tracked them and UPS tracking showed that they had not been picked up by UPS until after 11pm that night.
I contacted TOMS customer service on the 21st to request a refund for the 2 day shipping as the shoes were now scheduled to arrive on the 24th. TOMS refused to refund the shipping stating that it was still within the 2 day shipping time frame. They stated that they would only issue a refund if they were delivered after the 24th. I would not have paid $15 dollars for shipping if TOMS had not mislead me on the arrival date. Nor would I have purchased 2 day shipping if I knew they had really meant 6 day shipping.
I have purchased 10-15 pairs of shoes from this company and have enjoyed them all. This was my first time dealing with customer service and I am quite frankly extremely disappointed after my own experience and after reading other reviews. It’s very unlikely I purchase from them again and I would not recommend them to anyone based solely on their lack of customer service.
Reviewed April 16, 2020
I purchased the Spanish Villa Crosshatch linen bow shoes on March 26, 2020. I received these shoes on April 8, 2020. These shoes are extra cute, and comfortable. However, don’t walk in them, as they’re impossible to keep clean. With that said, that’s not why I’m writing this review. Two wears later, the toe and sole are detaching. The binding agent that adheres the sole of the shoe is peeling away; therefore the shoe is coming apart. I wore these shoes twice. Just want to reiterate that. I called customer service this morning. I was instructed by the representative to email firstname.lastname@example.org with my order number, a brief description of the problem with my purchase, and photos. I did as I was instructed.
Shortly after my email was sent, exactly 7 minutes has passed, and I received an email back from Toms warranty department instructing me that “after carefully and closely reviewing the information I submitted, the separation of the shoe is not due to a manufacturer defect, and they will not be replacing them, or refunding me. In 7 minutes, someone made a decision that the quality of their product is fine, and I must have damaged the shoes. Obviously, since I’ve had the shoes for a week, and worn them twice, it’s not due to wear.
I have always supported Toms. I have made many purchases from the company. This is the first pair of shoes I have ever had an issue with. $59.99 wasted, and a company not willing to back up their product, or at least try to make the customer happy. Very disappointed! Not only in the quality of the product, but with customer service, and how quickly I was dismissed.
Reviewed April 9, 2020
Purchased a pair of TOMS shoes through Amazon and with minimal wear, they started to come apart. Past 30 days so Amazon had checked out, see reseller. Reseller said, not my problem, take it up with the company who made them. Contacted TOMS and was told, "Sorry, we only stand by our product if you buy it directly from us, not through any of the hundreds of resellers with whom we do business. I won't be purchasing another shoddy product from this company.
Reviewed Feb. 19, 2020
I call in about help of placing an order and using a credit to my account. It was silly because I was not able to see my credit when I placed my new order. I call in to ask where is my credit and I was told I had credit on my account I will have to sign in. I signed in and saw credit. I call back and needed help and the lady Doris was so nice but she kept telling me to check out as a guest but I could not. The lady obviously did not know what she was talking about but she end up helping me after I said the credit is in my account. She was patient with me but my patience with her was so thin. It took her forever for her to place my order. After placing my order I realize she put the wrong address which was a horrible experience after she said I can not change my address. Doris is nice but slow and a confusing customer service rep and needs tutoring.
Reviewed Feb. 18, 2020
I purchased 3 pairs of shoes women's size 10 from TOMS: one pair of sandals which fit well, and 2 pairs of the same style dressy casual shoe. I followed their return policy - UPS shipping, contacting them 4 days later to arrange for an exchange to a larger size as instructed on the website. I was informed that I would have to reorder the items, could not exchange. I would not be able to get a store credit or refund until the shoes are received and they have 7-10 WORKING days to evaluate. Basically, it will be at least a month before I know if I am getting the store credit or refund. I will not be ordering shoes from TOMS for now. I love the philosophy, but not the business practice.
Reviewed Feb. 9, 2020
I was given Toms Botas as a Christmas gift. I wore the shoes for 5 minutes before I could tell I was getting a blister. One hour and very little walking later I checked my shoes and my entire sock was covered in blood, my shoes were ruined from the large amount of blood, and I had a blister on each heel that was almost the size of my entire heel, it looked like a shark had bitten off my heels. Two weeks later, the blisters still bleed through my socks and are still extremely painful to touch. I emailed Toms customer service and was informed that it was not a manufacturing issue and was therefore not their problem. I will never buy from this company again and I do not recommend that anyone else does either. Toms sucks.
Reviewed Feb. 6, 2020
I called into do a gift return and the lady name Doris I spoke to seemed clueless on everything I wanted. I wanted a label to return shoes that were small for my elderly uncle. After explaining myself for 20 minutes she finally understood and put it in but I called back to make sure. I got a woman name Serenity who is RUDE AND JUST MEAN. She answered the call with a horrible attitude and won't let me know if a label was done for me. She was rushing me off the phone like she was to busy.
After trying to see if a label was put in. She said yes and hung up on me. What type of customer service reps do you people hire? I called again just a day ago and end up getting Serenity again which was horrible again. After I send my order back, I'm never ordering again. Serenity never let me talk to manager but I finally did get my label for the men's boots. Once this is over I'm done with Toms. Horrible service. If you want to be a better company. Teach the lady Doris how to understand a customers request and teach Serenity how to pack up her desk items because she was beyond unbearable. I just want my refund and a decent apology.
Updated review: Jan. 31, 2020
After referring Toms to my online review they agreed to pay for the return of the slippers.
Original Review: Jan. 31, 2020
I ordered a pair of slippers in a size 43 (UK9). All of my shoes are this size (about 30 pairs) but Toms 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 Toms' 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 Mahabis 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.
Reviewed Jan. 27, 2020
I ordered 2 pairs of shoes off Tom's.com and they sent me totally wrong pair that wasn't even my size of shoe. Called and the first customer service lady I talked to would not literally shut up for me to explain what happened. She was just reading what I had ordered and I was even charged for the item I never received. This was in November and finally after multiple attempts I finally received my credit back for the item never received. It was an awful experience and after that I do not want to buy another pair of Tom's shoes again.
Reviewed Jan. 23, 2020
I ordered and received these boots from Lord and Taylor. I wore the boots approximately 4-5 times. The boot’s seam on right foot ripped open. Retailer agreed to accept returned ripped boots. Still didn’t expect boots from Toms to last less than one week. I don’t think I will recommend Toms products to anyone or purchase Toms products in the future. Feeling disappointed, expected better product and better results for price paid.
Reviewed Jan. 12, 2020
I had heard compliments re: the shoes and decided to try a pair, buying directly from the Toms website. I ordered Red Corduroy, which ended up being a salmon/pink color. The insole provides no support. They were on sale, so no opportunity to return. Also, no way to leave feedback on their site. I would not purchase a pair again. So disappointed in both the shoes and the company.
Reviewed Jan. 11, 2020
If you think you may need to return your shoes for any reason, buy them from anywhere but their website. Made a return, within the return window. They refunded it in two increments and shorted my return. When I contacted customer service they refused to correct the mistake. No reason why or offer to remedy the situation in any way shape or form. Thankfully it was a small amount they stole, but if they keep a small amount from many people that adds up. Seems fraudulent and untrustworthy. If you HAVE to support this company, buy from other shoe retailers that carry them as they are less sketchy and won’t short you.
Reviewed Jan. 6, 2020
I purchased a pair of slippers for someone who usually wears a size 12 direct from Toms Canada website. They are a bit too small and they do not have free returns in Canada. There also is no store in Calgary that can exchange them for a larger size. To return them to Surrey BC by Canada Post is very expensive. They were on sale but still for $60 plus return shipping is just a waste of money. Go to a store and buy slippers elsewhere. The quality isn’t any better than a $15 pair.
TOMS Shoes Company Information
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- TOMS Shoes
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