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TOMS Shoes Reviews
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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.
Reviewed Dec. 31, 2019
Purchased some very cute shoes from TOMS and I was so disappointed they did not fit. I did not realize they don’t automatically give refunds but give store credits. I used the store credit to get another pair of shoes. These also did not fit. I realized my feet and TOMS shoes were not made for each other. These shoes were also returned. I kept waiting to see the refund hit my credit card and it never came through. I contacted the customer service department and they told me they WOULD NOT GIVE ME A REFUND!!! Only a store credit. In my world, if I buy a product and it does not fit, return the product and you keep my money, that is THEFT!!! I DO NOT recommend TOMS!
Reviewed Dec. 20, 2019
I purchased a pair of the faux fur plaid slippers for $65. Mind you, these are merely indoor slippers so wear and tear should take a while. After a month, both slippers lost the furball and I couldn’t repair it. I was told by TOMS customer service that no returns are allowed after 30 days. I could, however, send photos of the poor quality and ask for resolution, preferably a replacement pair. Never received a response or resolution to my issue. I decided the best resolution is to stop purchasing this brand all together. The quality has declined greatly while the pricing has increased. And, the customer service is atrocious.
Reviewed Dec. 11, 2019
I ordered 3 pairs of shoes for 150$, when they arrived, one of them Mules style model Stone Nubuck Women's Nova Slip-On Espadrilles, was too small, I always order the same size and had no intention to ship it back, I really waited for them and was very disappointed to have them returned. I called Toms customer service and the lady answered the phone and provide a label back. I told her I want to reorder the shoes in the correct size, with the same price I got them and with a free shipping as I received the original order, she said, "Sure no problem. We can do that." and also offered me a promo 10% and a free shipping, I immediately checked the code and it worked. And the call got disconnected.
I called again and another lady answered, I told her what happened and she said she can offer me the same price I paid but not a free shipping, I told her that I was already offered free shipping and that I do not place a new order. It's just a wrong size and I want the same shoe. She said, "Let me check" and she said, "Ok we can do that" but she can't see the size and if I want I can call in 2 days, I saw online that the sizes are definitely available, she said that on the app they use it's not available and kept arguing with me!
I am in shock from the customer service they provide. I have never seen anything like that before! And I own a lot of TOMS pairs, until now they were my favorite brand, not anymore! I called AGAIN and Jeremiah answers and his customer service is the worse of all of them, he said that I can order the shoes with him on the phone and he sees that the size is available but he can not give me a free shipping like I was already offered before by the lady. He kept arguing and he had really bad attitude. He raised his voice, and he told me that there is nothing he can do, he answered me back with questions like, "Do you want to pay the higher price or the lower price because I can not give you the price you paid so you can either pay 35 or 45."
He was not willing to offer me the original price I paid nor the free shipping I originally had, as we speak I checked the 10% I got in the first call and it wasn't working, I asked him if he can at least give me the promo 10% code again because it isn't working anymore and he said that he cannot do that, I asked to speak with a manager and he said none of them is available, and that he cannot, "I cannot continue the call with you" and hung up the phone on me!
Called AGAIN!! And asked to speak with a manager, lady answered and said, "I can't hear you" and hung up the phone on me! Called again and recognize the lady who offered me the same price I paid and the free shipping but told me that the size is out of stock in their app, I told her that the previous guy did find the correct size, and she recognized me and said she is working on the free shipping, she then was silent for 5 minutes, and said, "Ok we can order the pair of shoes" and asked for the credit card, before I gave her the number I asked, "What is the total?" Total should be 25$.
She said 45. I said how come, we went over it already for many times, she didn't want to give me her name, and asked "do you expect to pay low price and have a free shipping" and laughed! I said I expected to pay what I originally paid. It's just a change of the size. She laughed and hung up the phone on me. I am so disappointed! Will never order toms again and gonna return all pairs that I received today. Do yourself a favor and order different brands because this customer service feels like moms and pops shop and not a brand that respects their clientele. You'll feel like you're in a ** burging drugs on the street and not a serious brand that respects itself.
Reviewed Dec. 9, 2019
I ordered a pair of boots from TOMS from an email quoting 30% off. A week and a half has gone by since ordering and while still waiting for the boots to be delivered I received a 40% off email from TOMS. I phoned TOMS customer service and asked them to credit me the difference between the two sales as I had yet to receive my merchandise. They refused to do so even after escalating to a supervisor. There are very few companies that refuse to credit you the difference in the product price within such a short period of time but it looks like TOMS is one of them. Based on this poor policy I do not intend to order from TOMS again.
Reviewed Nov. 27, 2019
I love Tom shoes and have been fortunate in the years I've ordered that I haven't had to return any. However, I bought my daughter a pair of shoes for the first time and they ended up being too big. They don't allow a direct exchange, which for a shoe store seems ridiculous to me as apparel and shoe fit is very particular to the individual. So to receive the size I need, I lose my discount that I received when I ordered the first pair as they also wouldn't honor the original price I paid. Frustrating! Makes me not want to shop there anymore. Zappos has a much better policy on returns and exchanges!
Reviewed Nov. 21, 2019
I made a purchase online at www.toms.com and the shipment went to my house and the driver left the package at the door and when I arrived from work there was no package and I reported this issue with UPS and Toms and the UPS group. They said they certify that the package was left at the door and the TOMS group told me that they could not do anything because UPS does not accept the claim so I lost my money and never received the order, I already have more than 25 days fighting for My money or a new order and they nothing that make any decision. Please be careful when shopping with TOMS because they are not responsible for what happens to your order or shipment.
Reviewed Nov. 13, 2019
I ordered a pair of boots after having a pair of Toms Shoes in a Stitch Fix order and seeing an ad. After 2 weeks I received a notification that the boots were delivered. I did not have them. I waited to see if something was amiss. Nothing. Did online tracking and it said they were returned to sender. I have no idea why. I did not return them and had never received them.
Called their customer service today (first of all the prompts are wrong and I got caught in a return loop instead of customer service and had to call three times) then I finally reached a person. He was utterly useless. He said, "It shows they are in transit to sender - that is you." I said, "No, you are the sender." I was simply going to ask how to get the boots but after dealing with him and being placed on hold for over 10 minutes I asked him to just refund my money. He said he could not do that until they get the package back. Mind you, it has been "in transit" for 7 days. I said I would like a refund now since I ordered these boots nearly a month ago. He said they would not and also would not give me to a manager. I'm honestly appalled.
Reviewed Nov. 13, 2019
Very disappointed with their customer service. I have a order place over a week ago but had some issues with my payment. I call back and spoke with the customer service. The guy told me, "Don’t worry about it. It’s been shipped out because sometime Toms get a system error issue. That’s why I got the wrong email." Well that was not the case. I waited but the other was not here so I call back again. Customer service told me that it’s not shipped out because the payment is not clear. I was like, "Really? I think I call back few days back to clear that matter but you guys told me it’s shipped out." On top of that they offer me $6 credit for courtesy but that was a lie too. Because I went back to order again there was no cc in my account and when I call them back she said, "There’s nothing in the system and we cannot allow."
Reviewed Nov. 6, 2019
Absolutely shocking customer service. Toms do not value their customers and do not fix the mistakes. Contacted them to notify that my rewards points had been lost earlier than they had said they would in an email sent to me by Toms. The service agent made no attempt to make it right in any way and just kept repeating they were expired. They lost a loyal customer today.
Reviewed Oct. 31, 2019
I ordered a pair of Toms online in the size I typically wear. The shoes fit; however, there is a sole defect that makes them uncomfortable to wear. I contacted Toms’ customer service and received a reply over 30 days later (the emails are dated) asking that I document the defect within 30 days! Unfortunately, I do need to keep these shoes and continue to wear them. Not only am I dissatisfied with the product but also the lack of customer service. Buyers, please keep this in mind.
Reviewed Oct. 18, 2019
Cute shoes, but they don’t last. I find it unsettling that lately the review section on Toms website is totally gone. I can’t read reviews of shoes anymore, or leave reviews. If I could, I would say the following:
-Every pair of classic shoes I’ve gotten from Toms has had these strange toe holes appear after about 6 months. I see other people with the same holes on their Toms, and we have laughed about it. It’s that common.
-I bought a pair of light pink shoes that started to have black marks on the top after a few months. Here’s the thing .. I don’t walk through tar. The stain came from the inside out, something about the fabric and the design. I tried every possible method to remove it, it is not a normal stain. It’s a design flaw. I’d see if others had this issue too but .. no reviews on the website anymore. They are ruined in my opinion. Total waste, wouldn’t have bought them.
Reviewed Oct. 3, 2019
Purchased Toms wedge booties. Their claim to fame must be solely that they give a pair of shoes to those in need. These booties have zero arch support. Dont buy if if you have high arches. Not the best quality, trim is glued on and overlapping. For the price the quality should be higher.
Reviewed Sept. 26, 2019
They have the absolute worst customer service I have had the misfortune of dealing with. The shoes were not labeled correctly but I am responsible for paying for the shipping. For a company that pretends to be about humanity, they sure are terrible humans. I will NOT be purchasing from Toms again.
Reviewed Sept. 16, 2019
I bought several pairs of Toms during the summer of 2019, with very mixed results. Sizing was a huge problem. I ordered about six pair and most of them did not fit, despite the sizing guide. The shoes also did not look like they did online and several times I was quite disappointed with the product. Returns with Toms take forever; despite their insistence that they have streamlined the return process, the process is unduly lengthy, weeks instead of days to process.
My biggest complaint about Toms is that I purchased a pair of shoes for my elderly father, waited several weeks to give them to him in person and they did not fit. I immediately called Toms to explain and the customer service people had zero empathy for the situation and less than zero authority or empowerment to solve the issue. I was told that I was outside the return period. After several calls they promised that a supervisor would call, but no one ever did. I would give their customer service department very low marks. I've wasted a lot of time. I probably won't purchase TOMS Shoes again.
Reviewed Aug. 26, 2019
My first order never arrived despite USPS tracking saying it was delivered in my mailbox (lol shoes won't fit there). I live in a doorman (24 hours) building so there's no way the package was lost or stolen after being delivered. I spoke to live chat reps multiple times and 2 of them never responded. The third one said he escalated the issue and I should hear back via email. Never heard back. Finally called their phone support people and the lady was really nice and shipped out the same shoes for free with 2nd day air. So I got them in the end but obviously there's something shady with their shipping as multiple people have experienced the same issue as me.
Reviewed Aug. 24, 2019
I ordered shoes on Wednesday and it had my old address on it and didn't show that until after I completed the order. I immediately tried calling the customer service line to try to get it corrected. It went straight to a recording saying, "Thanks for calling. Our business hours are Monday through Friday 9-5, call back during those hours." Mind you I called at 1 PM on Wednesday. I tried several times. I then submitted a ticket to try to get it fixed. Next day I got a shipping confirmation to the old address after I had sent the new one in. I emailed again on Thursday, never heard anything back.
I called on Friday to check on my help ticket only to get "I see both of your emails in the system but I'm not sure why no one replied." "Okay, well can you figure out why no one replied?" She puts me on hold, comes back and says, "There was a glitch in the system on Wednesday." "Okay so why has no one responded to emails on Thursday or Friday?" She couldn't give me an answer. She said they wouldn't be emailing me back since I talked to someone on the phone. They did nothing to make the situation better and weren't helpful at all. I'm very disappointed in the customer service I didn't receive. I own 8-10 pairs of Toms and spent $200 on this last order. I doubt I will be buying anything else from them due to their customer service.
Reviewed Aug. 16, 2019
I can't stand Tom's Passport Rewards program. It is only good if you have enough points to get a pair of shoes for free that they offer. I had enough points to get a coupon for $25 off of a $100 purchase. So I redeemed points for it. No disclaimers are listed. I go to use the code on my next order right after redemption and told it was invalid. I receive an email from Tom's with the code and then here come all the disclaimers. Can't use the code on sale items. Well, Tom's, it would have be nice if you had listed the disclaimers before I redeemed my points. You can't get the points back and Tom's will not respond to any email asking a question or seeking help.
Reviewed Aug. 8, 2019
I love TOMS shoes and have worn them for years. I had a wedding to attend out of state and picked a shoe from TOMS I had been eyeing for a while. I ordered expedited shipping on 7/28 and was told the estimated arrival would be 7/31. On 8/1 my shoes had not arrived. I called customer service and was told that the order was in process and that it takes 24-48 hours to process. I ordered it Sunday, I was calling on a Thursday. I’d say that window had passed. I asked the customer service representative that I wanted him to cancel my order. He said he could not because it was in process. I never received any information that this shoe was on backorder or that my shipping date had been changed.
I did a telephone survey and gave them three stars (because I still love the shoes) and was told that I would get a call to help me resolve my issue. I am still waiting for that call. Today (8/7) I get notification that my shoes have shipped. No one offered to refund my money or pay for the cost of expedited shipping! This is absurd. I’m so sad, TOMS used to make a good product with a good aim but now it has sunk into shady business practices. I will never buy another pair of TOMS again. And I suggest you take your money elsewhere and invest in a product that is good and a charity that is deserving.
Reviewed July 11, 2019
Bought 2 pairs at the same time. I wore each pair ONCE for 6-8 hours while walking around in an office building. Each pair after this single use had the following issues: Sole separated from the upper at both the toes and heel. Detailing around the sole fell off. For the price point these shoes should last considerably longer. I've had cheaper shoes wear much better. These shoes are gimmicky and poorly made. Don't waste your money.
Reviewed July 10, 2019
Ordered the shoes 2 almost 2 weeks ago, picked 2-3 day shipping and have been delayed 3 times now and I called the customer service department and they just don’t care about your concern! They just take your money and later blame somebody else for their unprofessional approach. If anybody wants to order from them BE AWARE of not having it for at least 2 weeks!!! It’s a joke looking like it’s ran from somebody’s basement!
Reviewed June 19, 2019
Ordered shoes for an event last Saturday and selected 2 day expedited shipping to ensure that they would arrive in time. Received a confirmation that day saying they would arrive by Wednesday 6/19. Received another confirmation from Tom's on Monday 6/17 saying they were shipped, included the UPS Tracking number and said they will arrive on Wednesday 6/19. They didn't come today and I received an e-mail from Tom's saying they should arrive tomorrow. So much for 2 day shipping!!!
When I called customer service to let them know they won't arrive in time for my event tomorrow at 10am they were less than apologetic and went on a 10 minute sob story about how something catastrophic could have happened to someone and their family and there is nothing they can do about shipping delays. As if there was some natural disaster going on! At this point all I wanted was the $14.99 that I paid for 2 day shipping returned to me as I was not getting expedited shipping. They refused! WORST customer service ever!!
Reviewed June 1, 2019
These sandals worked great, until they didn't. I bought these for my husband in May 2018, and while on vacation this past May 2019, we were walking around the pool deck and the strap of the sandal became dislodged from the slot in the sole of the shoe where it was previously fastened. We are from Indiana, and "sandal weather" is really only between May-September, I think it's fair to say that these hardly even survived one season of wear. Needless to say, based only on our experience and the amount of life left in the shoe when it failed, I cannot recommend that anyone buys the TOMS Carilo Flip Flop.
Reviewed May 13, 2019
I ordered a pair of shoes on 5/6/2019 and money was deducted from credit card. No shoes delivered and email received about order confirmation and but no shipping email. This company’s customer service never answers and receives call. Email doesn’t work. Don’t buy shoes from this online shopping. Now worried about my money which they have taken and no shoes delivered.
Reviewed April 30, 2019
I have owned 3 pairs of the canvas slip-on shoe. I wear them a lot, because I like how comfy they are. They fit very well. However, all three pairs have worn a hole on the the same foot, same place. In fact, one day when I was out and about, I looked down at someone else's feet wearing TOMS also, and she had the exact same hole in the same place! Not sure if these are just bad materials or what. I definitely bought the correct size. Not wasting my money anymore.
Reviewed April 24, 2019
Don't order gifts from friendly "Toms". My Air Force son did not get his birthday gift. Their agent said my Air Force son's birthday gift was cancelled due to no good reason -- could be supply, address etc. Tom talks nicely but is not customer friendly like LL Bean -- avoid them for gifts. Mike, Retired Air force.
Reviewed April 23, 2019
I bought these shoes for walking around. I was heading to Europe and needed some good shoes to walk in. That's what I thought these would be. After a long winter I finally could wear them again. The third time I wore them this spring I noticed a 4-inch tear along the fabric and sole. No shoes should have this significant of a tear when I paid 50 bucks for them.
Then I noticed that the interior fabric had come undone on along the heel and the side of the shoe. I can literally see the inside of the shoe through the tear and shouldn't have to superglue the interior fabric to get it to stay. I talked to customer service but their material defect claims only work for 30 days after the purchase. Also, a pair of Tom's Jutti flats cut my feet at 4 different spots, so badly I now have scars on my ankles. I emailed them and THEY NEVER RESPONDED. Their shoes used to be good, but they have let their quality suffer as their sales increased. I will never be buying a pair of Toms again.
Reviewed April 9, 2019
MARCH 26: Order placed. Confirmation email received. MARCH 27: Email received that order has shipped. So far, so good. APRIL 2: Email received with header "Your Order Has Arrived." Included in this email was a summary of the order, a link to return policy details, and a suggestion that if I was unable to find my order, to "check all your doors, porches, decks, mailboxes, and the garage. If you live in an apartment, check your front desk or mailroom." Upon returning home from work, my package is nowhere to be found. When I used the USPS tracking number provided in the email, the delivery status said April 10. Hmm. Then WHY am I getting an email on APRIL 2 that says my order "has arrived"?! Original order never turned up.
APRIL 5: Used TOMS website chat function to describe the situation. They replaced the order with "Second Day Air" shipping via UPS. I asked that the package be delivered to my office this time, which the subsequent confirmation email confirms. APRIL 8: Email received that order has shipped. Great! APRIL 9: Email received from customerservice@toms.com saying that I am to pick up my package at a UPS shipping location 15 MILES AWAY. WHAT?!
I called TOMS to discuss this issue. The feckless employee who answered the phone saying that they shipped the shoes to the requested address but could not tell me why I would have received an email saying that I should pick up the shoes at some UPS shipping location out of town. He repeated that he doesn't work for UPS, but for TOMS. I GOT THE EMAIL FROM TOMS. With TOMS logo and contact information on it. This email came from TOMS. STILL NO SHOES. This is an absolutely absurd way to run logistics and the email communication is exceptionally unclear. Will never order online from TOMS again. Shameful.
Reviewed April 2, 2019
I ordered a pair of shoes on a Sunday. As soon as I placed the order, I realized the address I submitted for delivery had autocorrected to an incorrect address. Immediately, I sent a message letting TOMS know. I assumed that because I a.) sent the message right away and b.) sent the message on a weekend before the order was even processed, TOMS would be able to help me change the address. This was not the case.
I sent out another message first thing on Monday and then initiated a chat with a customer service representative. During this conversation, I learned that because the order had already been placed (not processed, mind you, but placed), TOMS would not help me to change the address label. This was frustrating given how quickly I'd reached out to notify TOMS of the mistake, coupled with the fact that the shoes had not even left the building yet. The representative told me to contact USPS directly and see if they could help. It was 9:00 a.m. PST on a Monday and I'd already sent TOMS two messages and had one chat. It became clear that this would be no easy fix (though it certainly seemed like it should be) and in searching for a solution, I was going to have to give up a lot more time.
On my own, I found the contact information for USPS and sent them a message explaining the problem. By Tuesday morning, I had a response from them letting me know that because of the type of delivery service being used, there was nothing they could do from their end and in fact TOMS was requesting that I contact them directly to address the situation.
Once again, I reached out to TOMS and had another chat with a customer service representative. This second chat sounded eerily similar to my first chat and it was apparent everyone was using a script. I explained everything I'd been through so far and how the USPS had said there was nothing they could do on their end. I didn't really feel like I was asking for much — I just wanted my shoes delivered to the correct address. Alas, this representative informed me that there was nothing TOMS would do and I should — wait for it — contact USPS to see if they could help. I reminded the representative that I had already spoken to USPS, who also said they would do nothing to help, and I now felt like I was lost in a perpetual loop of not being helped by anyone. The representative said sorry, nothing we can do. I then asked if I could cancel the order entirely and was informed that it was too late for that as an option too.
I contacted USPS for a second time, explained the entire saga again, and was told again that because of the type of shipping service being used, their hands were tied. At this point I'd gone through so much back-and-forth that I didn't even want the shoes anymore. I reached out to TOMS again and this time, I was informed that I could have my mail redirected through USPS — a service that would cost $14 plus shipping. I'd already paid TOMS once for shipping. Basically I was told that if I wanted me shoes to arrive at the correct address, an address I'd informed TOMS of IMMEDIATELY after placing my order and long before anything was processed on their end, I would need to pay an additional $20, approximately. This was not a solution.
In the end, I ended up having to coordinate with the people at the address where my package was being sent to let them know that something was mistakenly being sent to them on my behalf. I feel lucky that they were so helpful to me (at last, someone was helpful!) and held onto the package for me and let me come pick it up a few days after it arrived. At that point I had very little interest in even wearing these shoes since it had been such an ordeal to receive them, but at least they were finally in my hands. Five messages to TOMs, two chats with customer service representatives, two messages to USPS, and two phone calls to the business where my shoes were ultimately sent is what it took for me to make sure I received my shoes. What a frustrating customer service experience.
Reviewed March 7, 2019
Jan 19th - Tried to make a return, yet my purchase was not in my order history. Tried calling, 20+ min wait time each time and would never get someone to answer. So I emailed an inquiry to customer service explaining the situation, it took OVER A MONTH to get back to me. Feb 21st - They said they would waive the 60 policy. I told them they wouldn't have had to do that if they had responded in an appropriate amount of time. Sent in my returns at this time.
March 7th - Return finally received. But I was given STORE CREDIT. Called customer service, did not matter it was their fault. Just kept telling me "it's an automated system" that they can't override. Now I have to wait for my request to be approved to have a refund not store credit. 7-10 business days. Oh and if I don't hear anything (like last time) I should call again. UNACCEPTABLE. I WILL NEVER SHOP HERE AGAIN. NEVER ONCE WAS THERE AN, "I'M SORRY FOR OUR MISTAKE, WE WILL TRY TO FIX THIS."
Reviewed Feb. 15, 2019
So after having a horrible experience with their customer service in December (would not answer e-mails, phone call hold times over an hour, live chat not working, won't exchange shoes for different sizes, etc.,) I decided to opt out of their mailing list. If you do that, they can't even spell right. They misspelled preferences wrong. Preferences or something egregious like that. I think this company is a scam!
Reviewed Jan. 5, 2019
I purchased a pair of boots that ran small and needed to exchange them. There were no exchange or return instructions but I could create an account to find my order and proceed from there. Once my account was created it couldn't map to my purchase (although a 2015 purchase was shown) so I had to call customer service. For 10 days I never had a wait less than 30 minutes and never reached anyone. I went to the store to exchange but when that was not possible, I asked to return them, but they don't take exchanges or returns at their stores. I mailed them to Toms and received a "store credit". I will never wear Toms shoes again, I will not use that store credit as they now just make me upset. Their shopping model is unlike anyone else in the universe and I am thoroughly unhappy with them. None of these struggles was necessary and I have nothing but bad things to say about my experience with their product and company.
Reviewed Jan. 3, 2019
I ordered a pair of shoes from Toms, received them but they were 1/2 size too big so attempted to return them for an exchange. I tried everything I could; their live chat is NEVER available, I e-mailed and never got a response, and tried calling numerous times but the wait times were always over 20 minutes. Finally I decided to stay on the line as long as it took and after about an hour I got someone to answer, but it was horribly staticky. This gentleman told me they do not do exchanges BUT would be happy to order me another pair in the correct size! Uh, no thanks. So I mailed the shoes back and now after reading all of these reviews I wonder if I'll ever get a refund. I have tried calling this week but get a voicemail that says they are "out and will be back tomorrow". So, when is tomorrow? Next month? Wish I had read these reviews before I shelled out over $100 for a pair of shoes.
Reviewed Dec. 28, 2018
This shows that I ordered from Toms.com did not fit and came with no return information or label. It says to call Toms' customer service or email them, and I’ve done both repeatedly spending hours on hold. I need a refund for these useless shoes which I can’t wear. The obfuscation from Toms is to make it impossible to return anything which is wrong and an amoral business practice. I googled them after all this effort and there are countless accounts of how the company tries to make it impossible to return anything. It’s quite outrageous particularly for a company that professes goodwill.
Reviewed Dec. 17, 2018
I ordered shoes on Friday November 25th for a Black Friday "deal". Here I am today on December 17th wondering where is my Christmas present at? They make me wait 20 minutes on hold and tell me they were out of stock, my return email went to a junk bin which I religiously check and of course not there. They said this happens a lot during the holiday season and, "Sorry. Have a nice day." I would not recommend buying from them directly or even at all frankly.
Reviewed Dec. 14, 2018
I have been purchasing TOMS Shoes for several years and recently experienced problems that required me to contact customer service. What a horrible experience - worst I have EVER had, anywhere. Trying to reach customer service by chat or by phone requires holding on for an hour at a time. I did this twice and still do not have the issue resolved. Have realized that while they may be doing good, there are plenty of other companies that do good work AND have good customer service. Finished with Toms Shoes.
Reviewed Dec. 11, 2018
Abysmal customer service! Never again! I had them intercept an order because I didn’t want it after a bad customer service experience. The email telling me that the package was intercepted was on 11/26. They received it back on 11/29. Still no refund as of today 12/11. I called and after 30 min on hold (after multiple unanswered emails) was told that the refund hasn’t been processed yet. According to the rep, it will take another 7-10 days for them to process it and then a week to 10 days for it to clear!!! That is $400 that I won’t be seeing anytime soon! Their hold when you call is ALWAYS upward of 30 min! Absolutely horrible! Where is the value to their customers?
Reviewed Dec. 11, 2018
Be aware if you have any customer service issues it will be days and numerous attempts before there is a resolution. The whole ordeal is very frustrating with over an hour phone hold. The live chat is also difficult. I attempted twice with over 20 minute wait times and no connect. After finally speaking with a representative and explaining that my order was shipped to a person in another state who returned the order to Toms, the representative politely informed that the shoes I had ordered are now out of stock. You might get some, but you just lost one!
Reviewed Dec. 11, 2018
I have spent over three hours over two days trying to get a return shipping label. I’ve held on the phone for almost two hours, sent two emails, left a Facebook message, and tried online chat on two occasions AND still have not been able to get my problem addressed, much less solved. Do not order online if there is a chance that you might need to return anything. In today’s world of online shopping, this is a first for me! I’ve never experienced anything like this!
Reviewed Dec. 4, 2018
I'm extremely disappointed in TOMS. I refunded an item - that was received by them on 11/1 with your shipping label. I still haven't received a refund over a month later (it's 12/4). I can be patient - I don't mind waiting for my money to be returned. BUT, I emailed in 3 times in the past 3 weeks, and 2 tweets as well - all with 0 response. I finally reached a rep today after waiting 20 minutes for a live chat. She was helpful, and she noticed the refund was never processed. Glad I was able to provide the tracking number, otherwise who knows what would have happened.
It was just a terrible experience all around! That kind of service is totally unacceptable. I love the TOMS brand, but won't be using or recommending them to anyone due to this terrible service. I know it's a busy time of year, but that's not a way to treat your customers. To top it off, I went to take their survey after my Livechat experience, which was fine, and I received an error 3 times - LOL. One of the worst experiences I've had with a company in a long time.
Reviewed Nov. 28, 2018
I placed two orders for shoes - received 0 of them. After placing my orders, I signed up for "tracking alerts" on Toms shipping site. I received NO alerts, and also NO shoes. When I logged in and checked where my shoes were, it said "we're updating the information" - but they never asked ME to update anything. It turns out the shoes were sent back to the warehouse because *I* never went into UPS and updated my information (I was never asked to) and because my shoes were part of the "SURPRISE SALE" - TOMS refused to re-ship my order. They were just like, "Woops, too bad." Then Carlos told me he could give me a credit of *wait for it* $6.99 for my troubles. LOL. *AMAZING.* TOMS lost a customer today, which is unfortunate because I loved their shoes. But I cannot give money to these people ever again.
Reviewed Nov. 16, 2018
Horrible customer service from this company. Ordered 2 pair of shoes and unfortunately for me, I did not write down the tracking number. So when they did not come on the day promised, I emailed the company and said I did not have a tracking number but would like to know when they would arrive. I did not received an answer. So the next day I called the 800 number for TOMS and waited 35 minutes before someone answered my call. I talked with a representative for approximately 15 minutes before he found my order and gave me the arrival date for my shoes. The company sent out an email the day before I called for the shipment arrival to announce shoes at 30% off. I asked the representative to honor that sale on the 2 pair I had coming and he would not. This entire experience has been totally ridiculous. Will not be ordering shoes from TOMS ever again.
Reviewed Oct. 31, 2018
Ouch is the only word that I can think of as I'm wearing these shoes. Today is my first day trying them on since I got them in the mail yesterday. It took me an extra 45 minutes to leave the house this morning because it was INCREDIBLY hard to get the shoes on in the first place. Oh boy and they hurt like hell. Didn't make it out the door in these, will be returning immediately. I forgot to mention that these shoes have a shimmery tone to them which is not pictured at all on the website. I was hoping to own these are a causal every day shoe but these shiny shoes seem more like an occasion thing because of the unnecessary glimmer.
Reviewed Aug. 7, 2018
I thought I was doing a good thing by buying my shoes from TOMS. Guess what -- good for everyone but the customer! I bought two pairs of shoes for vacation. Both pairs felt a little stiff when I tried them at home, which is the case with lots of TOMS shoes. But they stretch out a bit after wear. The slip-ons did just that. The sandals, not so much. In fact, after wearing them once on vacation, I felt like they were at least a size off. Surely, I'll just tell TOMS and they'll let me return them, right? Nope. I'd worn them, you see. Even though the defect is on their end. If a shoe is marked a size that it's not, that is fraud IMO. Their response? If you scroll down to the next page on their website, there is a small disclaimer that says go up half a size. So, again, it's the customer's fault that your shoes are not made in the correct sizing??? Horrible. To add insult to injury, I was offered a 15 dollar credit!!! Ha. Never again.
Reviewed Aug. 2, 2018
I bought a pair of TOMS from a local retailer less than 3 months ago and the inner lining ripped off. Obviously the retailer won't do anything about it after you've worn the shoes and thrown out the receipt, they direct you to the manufacturers. I contacted TOMS and was told that the warranty for a defective product is only for items purchased directly through their site at Toms.com and Toms.ca. I spent $110 on a pair of slippers before tax that are ruined and TOMS does not stand by their products. After the chat, they ask you to fill out a survey and knowing that I was unsatisfied and had zero resolution to my issue, they blocked me from being able to fill the survey. That's absolute crap and the last time I purchase anything TOMS. I'll be sharing my experience with anyone who will listen.
Reviewed April 18, 2018
Bought my first pair (bought two actually) because the "one for one" cause. Regardless how uncomfortable the shoes were when I tried them, I would have kept it had they were the right size. But I need a size smaller. I live in Ontario, Canada and the return address is in BC, Canada. I still don't get free return label. That was fine. I was going to order my size once the refund is completed. But to my surprise, when I contacted the customer service, they kept stalling the refund even though it is already been the 7th day since they received it. Every time I called or emailed them, I have to keep repeating myself as if they don't have any recollection of my previous conversations with some of their agents. I am regretting buying anything from them honestly. Great idea for the cause, but poor customer service organization drive clients away.
Reviewed March 31, 2018
Here's what happened: "I had a 1st time customer coupon for 15% off and ordered 3 pairs of shoes. I don't free shipping because we're stationed in Hawaii. I wanted 3 pairs to maximize my discount and shipping costs. One pair was sold out and I got an email about it. Phone lines weren't opened, so I emailed and said that I wanted to change to a different pair. No response from your team. Then I get an email saying my other 2 items shipped." I contacted Toms by email saying that "Hey, I want one more pair and I should get the 15% off and free shipping since you couldn't fulfill my order and didn't respond to my emails." Then I get the email saying that once an order has been shipped, it can't be cancelled. So... do you even read your emails? How can you resolve this issue?
Reviewed Jan. 26, 2018
Both pairs of shoes I ordered were very uncomfortable. My return arrived at the facility exactly 60 days following my order (THE HOLIDAY SPECIAL RETURN POLICY) and they initially failed to give me a full refund. I asked the customer service. The customer representative claimed that the refund processing takes 5-7 days and considering that the refund was issued on the 61st day, I don't qualify for a refund. The policy doesn't mention anything about the processing time and since my items arrived at their warehouse on the 60th day, I should have still qualified for a refund. She finally issued the refund but she called it a "one time courtesy" instead of apologizing for the mistake that happened on their side. She was also very rude and closed the conversation right away before I had time to read the end of her response.
Reviewed Jan. 16, 2018
I purchased a pair of these Ashland shoes (Ashland waterproof brown leather wool USA size 10) at the RAF Lakenheath base exchange on 25 Oct 2017 for $135.00. After wearing them for 210 miles (verified on my Strava app) my right heel became very sore. Due to the wear I had put them through, the base would not refund my purchase. They suggested I go through TOMS. I started emailing TOMS UK 7 Dec 2017 about this issue. As it stands now, TOMS UK have not been very helpful. They suggested that they might credited my account. I do not have a TOMS account, all I require is a credit into my VISA debit account.
The shoes have a serious fault with them. Inside the shoes are two pads, an upper pad your feet are in contact with & an inner pad which is next to the sole of the shoe. My heel, after 200 miles, wore through the upper pad & made contact with the inner pad. The inner pad has rivet like bits in them which caused excruciating pain in my right heel.
Updated on 03/05/2018: I originally brought about an issue with my TOMS shoes 1 Jan 2018. I have finally received a reply - "Thank you for contacting TOMS. We are very sorry to hear that you are experiencing an issue with your TOMS product. At this time, we are unable to offer refunds or replacements for purchases made from retailers other than www.TOMS.com or www.TOMS.ca. If you believe that the TOMS you purchased from a retailer are damaged or otherwise show material or manufacturing defects, please contact that retailer directly for assistance with your inquiry." As I said in my original compliant The retailer (RAF Lakenheath UK) could not do anything due to the wear & tear after walking 200 miles (Strava verified). So now I am no better off. I find TOMS a poor excuse for a company.
Reviewed June 7, 2017
Toms.com is a website that is easy to navigate. The features are easy to use and understand. The graphics are high quality. The prices are visible, the descriptions are useful, and the reviews are worthwhile. It was easy to place an order and there was a good product selection. I enjoy browsing through the selection. There are shoes for children, women, men, and unisex. The workmanship is impeccable. The package arrived in a timely manner. The shoes are comfortable, trendy and are high quality. The prices are reasonable. The company gives back to the community. Each pair of shoes I buy donates one pair of shoes to a child in need of shoes.
Reviewed June 6, 2017
When I bought my TOMS online the process was extremely user friendly and fast. They had so many options to choose from and I appreciated being able to search specifically for one type or style or color of TOMS that I wanted. The pictures were very helpful too. Plus, they are comfortable and go with everything! I like that TOMS give part of the profit from the shoes to those less fortunate. I've been to Haiti and have seen children in the streets wearing worn out clothes but their sweet little feet are protected from the rough terrain by TOMS. They have a solid foundation for not only a profitable business but also a way to help people.
Reviewed June 5, 2017
Extremely easy to order and easy payment process. I love the ease in finding what I need. Website layout is clear and friendly. I use it for shoes and I love the shoe designs as well. Such variety! Also - when I have a had a problem, great online customer service. Maybe they could offer specials. But I know that's hard because of the one for one concept. Sunglasses are too expensive for me. I might consider asking that the sunglasses prices be reduced.
Reviewed June 4, 2017
I like that the Toms website has a lot of options that are harder to find in the stores that sell Toms shoes. It is easy to find shoes that I like on the Toms website. The purchase was pretty standard in comparison to other online checkouts for other web pages. I did not have any trouble or any problems but the Toms web page would be better if it let you search more easily. It would be cool if you got to find out even more about the one for one.
Reviewed June 3, 2017
The TOMS.com page is very easy to search what you want to buy. They are under different type of products. Once you find something you like, all you need to do is click on the picture and you can look up color, size etc. The picture of the website are very nice and eye catching. Sometimes it just nice to search around to see what they are offering even you are not planning to make any purchase. Window shopping could give you ideas what's trending out there. But there are too many products and sometimes it's very hard to pick the color choices of the product. Other than that, they're very professional and the process of purchasing shoes from TOMS.com is very easy since I already bought shoes from them before so I know my size.
Reviewed June 2, 2017
I have a very good experience and I am very happy to recommend TOMS.com to my friends and family too. It also has its tastes that are very good as the color of your page has everything well ordered for customers. The color is striking and attractive. It has good products and high quality. Has many things of good brand that is what you are looking for in a page to buy shoes. All the characteristics of TOMS.com are very good. They are of high details that can help others in search of their shoes. The process to buy at TOMS.com is very easy and simple. Its process is fast. TOMS.com has a very close attention to client and has a good way to treat the buyer.
Reviewed June 1, 2017
I liked that I could easily filter and narrow down my results with no technical glitches nor misinformation provided during my search and I found everything I was looking for in a timely manner. There was a large selection of products that came in all sizes and the checkout process was very easy as well. I would definitely visit and purchase from TOMS again and again on a regular basis because they have some of the highest quality shoes that are equally comfortable and stylish to suit different occasions.
Reviewed May 31, 2017
The website was very easy to navigate and it was very intuitive to use. It had a large selection of styles, colors, and sizes. The checkout process was quick and easy to use. Their search capabilities helped in narrowing my preferred options. The price is a little high, but since they donate a pair of Tom's for every pair purchased to those in need, I don't mind paying a little more for Tom's.
Reviewed May 30, 2017
Using TOMS.com website is very easy. Prices are clearly marked as well as different items and varieties of each item. Orders are easy to place and selection is always good. I enjoy the fact that TOMS gives back. For every one item you purchase, they provide an item to someone who is in need. Whether that item be glasses, shoes, eye care, or women care - they're provided with something. I enjoy the free shipping or percentage off emails that are provided throughout the year. The overall quality of the website and the e-mails they send to customers are great and I cannot find any fault in either of them.
Reviewed May 29, 2017
I like that I can readily see what is available and colors and sizes without having to go to a store and look and look. I have been very satisfied with the purchases I have made. The order was very easy to place. A friend of mine originally told me about the website and has had great success with ordering from Toms. I followed her example and have been very happy. I like Toms.com and will continue to shop with them. Love the shoes and the website where I get to see the selections I want. I have shared the site with my friends and they order as well.
Reviewed May 28, 2017
I love TOMS shoes and I think that they are great. They're comfortable and very well in fashion. I love the colors and the variety that they have. I also love the fact that they have their own store so it's easy to shop for them. The process of purchasing TOMS is easy, however the shoes does take a little longer to get to an address than they should. I think that TOMS should offer coupons or free shipping after spending more than a hundred dollars or something like that. Sometimes they can be expensive.
TOMS should also have more variety in shoes such as making like a different type of shoe. Maybe they should make a shoe that doesn't look like the original TOMS Shoes. They should also have clothing with their logo on it that possibly matches with their new shoe. I would definitely buy their clothing (sweaters, sweatpants, t-shirt, etc.) if they had any. I would really like it if TOMS had their own department store as well. Nevertheless, TOMS Shoes is something that I have been wearing for a long time and I will not give them up.
Reviewed May 26, 2017
Purchasing from toms.com is simple and convenient and can be done with very less time and ease. Can be done on laptop or cell or tablet. There's a lot of variety and lot of options for all sizes and ages and material. However, I wish they would reduce prices and give more options to sort the shoes. Give frequent offers or coupons to get better deals.
Reviewed May 25, 2017
Toms features a charitable program for shoes that are both stylish and comfortable to wear. In addition, there's a lot of variety. Their website is aesthetically pleasing and very well organized too. I went in knowing what I wanted, picking color, style, and size, I went to checkout quickly. Perhaps what could be improved is the price points for the shoes, but understandable they give to charity. Perhaps server lag too as my internet is quite fast and it took awhile for things to load.
Reviewed May 24, 2017
TOMS has fun and trendy products and they support a good cause. I feel good about buying from them. There is a wide selection to choose from and I feel like they consistently have new and exciting shoes. Also, I thought purchasing was easy. I looked at different types of shoes and different colors and then picked one. I had no problem placing the order and received the product in a timely manner. However, the shoes tend to smell bad after wearing them. Sometimes I feel like they sell out of colors/sizes kind of fast too.
Reviewed May 23, 2017
I like the whole entire Toms.com website. First you go to their website. Once you do that you see that they give you a lot of different options. Once you check out your items it takes a couple days then they ship. I enjoy the whole process because it is very fast. I like that the website shows the different shoe styles, shoe, colors on different people. I also like how Toms.com shows you how you can wear the shoes with different clothes. But I would like to make custom TOMS and see how other people make theirs.
Reviewed May 21, 2017
I like that toms.com is easy to use and has a fun and beautiful look. It is very upbeat. I also like the great selection that toms.com offers, the prices, and the payment options. They have many brands and you can filter to find the brand and price that you want. They deliver fast.
Reviewed May 20, 2017
I find toms.com easy to navigate. Though sometimes it locks up a bit - for example when you try to use the back to the top button but it does not work for some reason and you have to refresh the page. That's a bit odd. But I like the back to the top button as well as being able to break it down into categories for searching through the selections available. There was a good product selection and I like the descriptions of types of shoes - makes it easy to find what I want quickly. There are so many items to look through. I like being able to search for various colors and patterns that are available on the site. I also love the selection of prints that are available at any given time! I enjoy the product.
Reviewed May 19, 2017
I've used it once or twice on a mobile device and it crashed, but I haven't had consistent use to see if the problem persists.
Reviewed May 18, 2017
TOMS donates to kids in need and have a wide variety of shoes, patterns, and colors. The variety of shoes appeals to style and the shoes are super comfy. The fit is always fantastic and you can dress the shoes up or dress the shoes down to fit what you are wearing. Moreover, everything about their website was user friendly. My size is always available and everything is easy to find and access. However, their shoes don't have much support for people with feet issues and they are not too durable. I find that after some time they wear and get a hole in the same spots with every shoe that I get from Toms. I wish they offered more support and durability because they are not an inexpensive shoe.
Reviewed May 17, 2017
TOMS' website is very easy to use and navigate while shopping, ordering or browsing. Also, they have great styles and selections at great prices. They have a great seasonal selection as well. Moreover, they have a great mission statement and sales. I like everything about them.
Reviewed May 16, 2017
Shopping for Toms Shoes was extremely easy. The site was fast, organized and made it very easy to find what I needed. Their shoes are comfortable and fit into my budget. I like that what I bought are slip on shoes. Makes it easy for me to take on and off whenever needed. I enjoy wearing them to work because it helps to take some of the hassle out of my morning routine.
TOMS Shoes Company Information
- Company Name:
- TOMS Shoes
- Website:
- www.toms.com