TOMS Reviews

If you're smart you won't order Toms Shoes. I ordered a boot for Christmas in a size 7, I received a size 9.5 and I notified them right away. They sent me a return form and I sent the boots back on December 21, 2024 via Fedex. I did not get charged for shipping as they said shipping was free, but when I finally received my credit on my credit card January 13, 2025, after many phone calls and emails requesting the refund. When I received my credit they deducted $14.99 for a shipping cost which I never paid in the first place. I have sent emails and phoned them explaining that, "I never paid shipping when I ordered it so how can you deduct it from my total credit," when it was their error. DO NOT ORDER ANYTHING FROM TOMS SHOES, I KNOW I WON'T.

IT'S TRUE. They are terrible. Shop at DSW/Rack room or Off broadway who carry the brand and do returns and great service. These guys SIMPLY will not let you return - never WORE the shoe once, tried on and immediately didn't like it and they said, "Sorry we don't accept returns on the sales." Never did I see that NOR is that common!! Will not buy from them again. TERRIBLE. Very expensive lesson learned.

An error was made on my address when ordering from the company. I quickly noticed (5-10 minutes) and attempted to correct. I got an immediate response that it was over 50 minutes since I ordered and they couldn't cancel the error. I sent another 2 messages to try and correct, but for only automated messages. I followed up with a phone call and they said because I put in the order in the evening it was not fixable and they could correct the address. I contacted UPS and they said that TOMS could correct it and I could not. I then got an email from TOMS saying to just wait for the package to be returned or not and then they would try to come up with a solution. If you don't have any need for customer service they make a good product, but their customer service policies are some of the worst I've experienced.

This was my first and last purchase, without a doubt. My experience with the customer service was a total disgrace. As you can see on the photos, shoes are clearly damaged due to a lack of quality. Sides have been poorly glued/attached to where it is really noticeable. It just looks scruffy, after only a couple of times wearing them. Order was placed in May, haven't worn them often. Here's what customer service said (although their website reads that they'll offer refunds for defective products up to 12 months):

I bought a pair of shoes online for my daughter that are unfortunately too small. They were for a wedding and I would not receive an exchange for a larger size in time for the wedding so I am just returning the original pair but must pay a $4.99 restock fee. I will NEVER order from Toms again. How am I supposed to feel comfortable ordering online if I don't have the option to return something without a fee? I've been purchasing Toms since 2010 - but this will be my last purchase.

I'm impressed with the variety and quality of shoes at this shop. Whether I need something for work or casual wear, they always have stylish options to choose from. The staff is knowledgeable about their stock and helped me find a pair of boots that were both fashionable and durable. I highly recommend TOMS Shoes to anyone looking for quality shoes.

I received 2 pairs of shoes that I ordered online. One fit and the other pair is at least 1/2 size too big causing my heels to slip out. (mind you, the website says true to size) Sole to sole one pair is obviously longer. And of course, the pair that's too big is final sale. I have bought Toms in the past and have never had a sizing issue. It would also help if there were reviews on the website. This will most likely be my last pair of TOMS. Inconsistency in sizing is a huge pet peeve of mine.

I have been trying to get a refund this company for shoes that were returned to them on March 11, 2024 without success. I have called them 4 times and each time they have told me that the refund should appear on my credit card in two business days, but have yet to see it. It appears that I am not the only person that has had this problem based, on other reviews that have been written. I will NEVER purchase anything from this company again!!!

I ordered a pair of shoes on 11/14/23 that was too big and began a return process. It is now 1/20/24 and I have still not have received a return. I spoke to customer service and was told a supervisor would return my call within 24 hours four days ago. I have never waited so long for a return in my life. When the shoes were ordered the money was taken out of my account within minutes and here I am still waiting months later for a return or at least a phone call back. Order # **.

The company did not send confirmation emails (causing me to order twice). When trying to return one of the items, they first agreed they would refund cost of the items AND shipping due to their error. Then they said they would not refund shipping. Won't be ordering from this company again. What company does not communicate with customers after orders are placed. No confirmation email, no follow up emails, no tracking emails. Said customers with Bellsouth emails have that issue. And no warning posted on their website about it. Other companies I order from don't have that issue. Just guess whether Toms Shoes will be sending the product!

My son has a pair of Toms shoes that he purchased a couple years ago. I decided to buy him new ones for Christmas. Old shoes - size 10, new shoes - size 10. The new shoes are at least 2 sizes larger than the old shoes. When I saw that I am to pay for return shipping, I called to straighten that out and was told I do have to pay to return them. If they were 2 different sizes - ok. If they were defective - ok. But apparently size 10 can change drastically and this is my problem, not theirs. To speak with a supervisor? 3-5 days wait. I would never buy Toms shoes again.

Bought $60 sunglasses in May. They broke by July. Filled out the warranty information and sent 3 pictures. Got an email saying they need to see the problem. The arm is broken. How much more do they need to see? Horrible Customer Service! I will rethink further Toms purchases!!

I ordered a pair of sandals from their online store. I read that the shoes run small, so I ordered the sandals a half size larger. After I received the sandals and tried them on, they were still too small (way too narrow even for my feet). When I called customer service, they said the sandals were 'final sales' and can not be returned or exchanged. So now I have a pair of shoes I will NEVER wear (not because of choice) and I'm also out $60. Toms lost a potential life customer for this matter alone. I've already blocked them as SPAM on my email account.

I returned my shoes over 4 weeks ago. I never received my refund. I called to confirm my shoes were received and the representative confirmed they received my shoes JUNE 13. I still do not have my refund. I never wore the shoes so there should be no issue with the quality of them. The representative was not helpful and said there was nothing they could do to help me with my refund. I used to shop at Toms a lot but after this experience I probably never will and I still don’t have my money back.

I found a cute pair of Toms online. The site is clear that sales are final. I went to local Nordstroms to try on Toms to ensure I ordered the correct size. In the store, size 7 fit me perfectly. I ordered my Toms online, in the size that I was confident would fit. When the shoes arrived, they were so small, I could barely fit my feet into them. When I called customer service to request an exception - an exchange for a size that would fit. My request was denied, and I am now out the $50. I would advise strongly against ordering anything online from Toms.

I ordered a pair of black shoes for my brother in-law; they sent me white shoes. Obviously, the wrong shoes. I called customer service, and they said I would need to return them at my own expense and that they wouldn't be sending me the shoes I paid for as they were out of stock, which was a lie it clearly showed them in stock on their website. Then they offered me 15$ to put towards repurchasing the shoes I had already paid for (on sale) at the regular price of 59.95.

I ordered the super cute shoes and when I finally got them I couldn't get the right one on my foot. It was so tight. It was clearly made wrong or mislabeled. Then I reached out to customer service. They said there wasn't anything they could do since it was a final sale. Clearly they are trying to get rid of their mistake and make money off people. Horrible customer service. I will never buy shoes from here again!

Bought a 4 pairs of TOMS shoes. One pair only wore 3 time and the sole came apart from the rest of the shoe. I called TOMS customer service and she told me to take it to a shoe repair shop. They do not fix or refund for the shoes not made correctly. I just wanted to know if there was glue they would recommend. I was told I was out of luck.

I used to love my TOMS shoes. Sizing were accurate, shoes were comfortable. However, the quality has decreased A LOT since I started purchasing TOMS shoes 10 years ago. I purchased my last TOMS in February, planning to start wearing them in April for Spring. They only lasted 2 months (and I didn't wear them every day). Both soles cracked at several places and shoes were allowing water to enter though the soles. I tried to contact customer service and they refused to refund and send new ones saying I was beyond the 60-days return policy. Shoes should last more than two months of sporadic use. I am really disappointed in the quality and in the customer service offered. I will never buy these again.

I purchased my shoes, gave them my current correct address. Shoes sent to a former address and customer service is no help. Plan on reporting to Better Business Bureau, terrible customer service. Lost a long term customer.

I purchased items on sale. They were too big. I called on May 3rd and was provided a promo code and return labels. The promo code was to ensure, is received the same pricing. Instead I was given a code that is invalid and will have to pay full price on 2 item(s) that I purchased on sale. When I emailed them on May 5th regarding this, I received a response on May 10th stating the company doesn't do this type of thing (price match) and I should join the email list, to receive current info on promos. I'll never understand why I wasn't notified of this over the phone when I called to Inquire on May 3rd. As a customer, tell me how exactly that's fair?! I now have to pay double the price for 2 pairs of shoes. This is my first interaction with this company. To say I'm displeased is an understatement. They don't care and that's fine but I will not be a returning customer. (I'm hoping to find different shoes, completely.)

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!

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.

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.

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.

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.

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!

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 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.

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!