I would leave 0 stars if I could. I spent almost 70 bucks on these shoes and even ordered a size up. They are so small and tight that my foot won't even fit in them. Ridiculous! Customer service is a joke and after being hung up on multiple times, they refused to issue me a refund because the time limit has passed! Do not buy these shoes! They are made incorrectly! I will never do business with Toms again! Service Value Returns Quality Date of experience: March 30, 2023I bought boots half a size smaller than my usual shoe size after reading the suggestion on TOMS website. The boots came in and are too small! I called customer service to get a free return (something they don't offer to their Canadian customers, just so you know) and they told me I'd have to pay for my own shipping back which was upsetting (and close to $30). They told me I should've checked their size chart before ordering. Why do they add info about buying smaller if you have to double check with the shoe size anyways? I won't buy from Toms again. Service Value Shipping Returns Date of experience: February 9, 2023Bad,bad, bad customer service. My money is gone and I have no shoes coming. I will take this up with my bank but this will be a hassle. I always thought Tom's was a respectable company. Don't be fooled! It is now November 30 2022 and I placed my order on November 21 2022 from the Australian website. They say my order hasn't been fulfilled because they have been so busy. 9 days and counting? No way! Don't be fooled! Don't place an order with the official Tom's shoes website in Australia. Save your money to buy shoes elsewhere. Date of experience: November 29, 2022Unless you know for sure what your size will be and that you do not want to return them do not buy. You have to pay for the return shipping of your items. They justify it by saying "if its the wrong size, process a store credit instead and we will not charge for shipping" they do not have a smaller size in stock (or available for that matter (I need sz 4.5) Wont be ordering online EVER again! Tip for consumers:Tried to leave a review on the website but couldn't... seems shady. Products used:None - returned both shoes Value Returns Date of experience: March 18, 2024They state free returns, but the only way you receive a free return if you take a store credit. They go around the bush and make up excuses. Even if you want to return the shoes on your own, they charge you a return fee in order to get your money back. I will never order from Toms again! Tip for consumers:Just worst policy, hidden charges and no free returns as stated un;ess you take a store credit Products used:shoes Service Value Shipping Returns Quality Date of experience: May 2, 2024I'm very sorry to write this as I've enjoyed wearing Toms for 10 years or more and have bought as many pairs from them, but I ordered a new pair direct and the customer service has been dreadful. The courier (a subcontractor of UPS) didn't bother to try home delivery but took them to a collection point - but the address they emailed me doesn't exist. Toms have refused to do anything to help and say I have to deal with the courier. Given they have given me incorrect info already and wasted my time I'm not willing to do this. Disappointing and the company has now lost a long term customer. My advice is to avoid them - they're no longer unique and other companies offer just as good shoes but may have better customer care. Date of experience: May 11, 2023I needed to return 2 pairs of shoes online because they were too small. When asked on the form how I would like the refund, by original payment, credit card or on store credit, I answered store credit. I received an email that said the shoes were received after I returned them, and that my original form of payment would be credited. I called Customer Service and asked that instead of that, but I'd be issued a store credit like I requested. Even though I explained that I do not have that card anymore, which was kind of like a gift card credit card, and would they please honor what was originally requested. While the person on the phone was patient and did check on it with someone else, they said nothing could be done. I asked if they were able to issue a store credit anyway since that is what I put on the return form. No. Not great customer service. This was my first and last time to to buy Toms online for sure. Tip for consumers:Don’t order online Products used:Shoes Service Shipping Returns Date of experience: February 8, 2023Why does it take up to 14 business days to process a refund? That is insane! I was going to use the refund to buy another pair - I got a pair for Christmas but wrong size - now there's no way I'm going to give Toms money. I am extremely disappointed! Service Value Shipping Returns Quality Date of experience: January 16, 2023Definitely had the best customer experience ever! So here is what happened, I ordered boots and they were delivered to the apartment building where I live according to UPS but it looks like they were stolen. I was really upset, so I called TOMS customer service to let them know that I haven't find my boots in front of the building. The lady that I spoke too did not hesitate and immediately put credit on my account and reordered another pair of boots so I got them for free. I was impressed the way TOMS takes care of their customers. I will be TOMS forever customer, not to mention that the quality of their shoes is really good. Can't wait to get some summer shoes this year. Cheers to TOMS! Quality Date of experience: February 23, 2023Really really bad shoes. They charge premium for the kinda shoes that are torn apart in 3 months. Please do not invest in TOMS Shoes, they do fancy shoots and have made attractive website to lure customers, rather they should invest more in the quality of the footwear. Service Value Shipping Returns Quality Date of experience: July 27, 2023Very poor customer service, not willing to serve there customer. All I received was not able not able not able. I was wrong about Tom's being a world class company. Don't bother calling customer service all you will get is not able. Quick to take your money but takes month after returning to get money back Service Value Shipping Returns Quality Date of experience: January 3, 2023I ordered 2 pairs of shoes the morning of Feb 29. Late afternoon I received a text telling me that if I ordered shoes on the 29th, I could get 29% off. The customer service rep told me it was too bad I ordered before 4:09 when the text came out. I will not order from TOMS again. Products used:Shoes Service Value Shipping Quality Date of experience: February 29, 2024I would never buy from TOMS again just because of how bad their customer service is! Even if your shoes are under the warranty time they will refuse to give you a refund or replacement if the shoe breaks after one wear. Tip for consumers:Never buy from TOMS. Products used:Sandals Service Value Shipping Returns Quality Date of experience: August 12, 2021Bought a pair of wedges that were worn a handful of times, paid $25 for soles to be glued, it separated again. They declined to offer anything, and hung up on me while I was still talking. What a disappointment! Date of experience: September 27, 2022Bought three pairs of shoes one matching pair for my daughter and myself, they came is and the style was poorly thought out the sole is so high doesn't give enough space for your foot to fit comfortable. Went to return it to find out that there's no free return in Canada. So I went to the post office and it cost me 33.00 to return the shoes what a waste of my money, will never buy again from toms online or toms for that matter. I called customer service to see if there the anything they can do and they simply said nope sorry. All companies should offer free returns it there is no physical store available for returns! Tip for consumers:Don’t buy online, returns are not free Products used:One pair of shoes I kept Service Value Shipping Returns Quality Date of experience: April 27, 2022I ordered two pairs of shoes while they were having a 70% off deal. I've never had toms so I was excited. Few days later, I find out that my shoes are no longer coming to me because the address was wrong. It's not wrong, as it was even corrected to fit the format better. I got a text to an invalid link saying that's how I could fix my issue. Now the package is on its way back and I have no way of redirecting it since USPS won't allow me. They told me to reorder my items even though they're sold out now. $#*! TOMS. Date of experience: November 15, 2022I 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. Date of experience: August 6, 2022I bought these boots 4 months ago and hardly wear them. The heel on the right shoe broke off while I was at work. For boots that are nearly $200 dollars, I expect better quality. Date of experience: April 5, 2023The customer service from this company is simply atrocious. I'll preface this by saying I have placed several orders with Toms and never had an issue however when something goes wrong it's clearly a case of tough luck! My order was delivered via UPS and left on my front doorstep in the pouring rain for 33 hours because we were away. There was no option to change the delivery until UPS had attempted delivery and UPS did not have authorisation to deliver without signature, but did so anyway, this should be a clear and simple fix. The shipping box and shoe boxes was water-logged being left out in the rain, uncovered for 33 hours. Contacting TOMS customer service has been an exhausting experience. They do not take accountability for their courier companies failure. I simply asked for the order to be replaced, a very reasonable request given the circumstances of the delivery and clear evidence of UPS' failure to deliver my order in a satisfactory quality. TOMS flat out refused to arrange a collection ("we don't do collection") they refused to replace my order ("we don't replace orders"). Instead they have requested I arrange a return through their platform, and begrudgingly offered a refund. If I want the shoes that I ordered, I have to order again. This was a £130 order that I have to wait for a refund, reorder and pay £150 because the shoes no longer have the sale discount applied. The 15% discount in a future order, they eventually offer discount would still not make a new order the same price. Utterly disgraceful customer service and a complete lack of care for an issue that is in no way my fault. Service Value Shipping Returns Quality Date of experience: February 8, 2023On the Tom's website under return policy it states that you can return shoes for a refund within 70 days as long as they were not worn etc. But customer service says 30 days from when you ordered. They are very difficult to talk to and refuse to honor their policy that is stated on their website. Will not order from Toms again. They refuse to refund my money. Said they will give me a store credit thus is not what their written policy says. Horrible customer service Date of experience: November 21, 2022I only do business with companies that value me and my business. Toms is not one of them. I purchased several pairs of shoes. Sizing was a BIG problem. Returns take forever and no one in customer service has any authority fix any problems. Would NEVER purchase from them again. Founder talks a lot about all the social good he's doing but cares little about his customers. Bad online reviews confirm this conclusion. Date of experience: September 18, 2019I've ordered 3 pairs of sneaker, once arrived tried them on briefly, they seemed fine so thru out packaging and tags. After a short walk to shops my heels are damaged and started bleeding. Now for returns customer service repetitively asking for packaging and tags which I can't retrieve. Even tho I Cleary stated I no longer have it. Not happy with shoe quality or customer service Tip for consumers:Don't order from them Products used:Multiple pair of sneakers Service Value Shipping Returns Quality Date of experience: June 15, 2022I do like their shoes and respect the cause but the customer service is awful. My order was cancelled without explanation. No response to my three emails. It took me more than 30 minutes to contact the customer service over the phone only to be told it was out of stock. Then when I checked the website a few days later, my size of the shoes were still available. The chat doesn't work. I can't even leave a feedback. They may think "well, we are helping people, put up with some inconvenience." But TOMS is a business. Not a charity. I'd rather buy cheaper shoes and make donations. Date of experience: December 6, 2018I bought some shoes and despite the size guide they did not fit. When trying to return it has been a complete nightmare. The return portal said my order number didn't exist. And then your only option is to ship them back … so now I have paid $40 (both shipping fees) for shoes I cannot wear. The place I need to ship to is 20 minutes away so I could save shipping fees if I could drop off but when I arrived there they will not take returns. Never will I support this company in stores or on line! Tip for consumers:If you are not American I would not buy from this company Products used:Shoes Service Value Shipping Returns Date of experience: October 28, 2022I bought the wrong shoe size. It's 2022 you would imagine that returns would be easy. You have to pay for your return! So now im $40 out, and no shoes. They would not even offer to cover in store credits. This is absolutely ridiculous. I will ever ever buy this brand. Service Value Shipping Returns Quality Date of experience: March 29, 2022