TOMS (US & CA) Omdömen 

The return policy is "hassle free" if you don't mind losing almost $15 for postage, re-stocking fee, and reduced price between order and arrival dates.

Extremely difficult to apply your own store credit after completing a refund. I have had to reach out to customer service, and it is still not resolved. Will not continue to make any purchases with this company and will not recommend to anyone. I have never had this issue with any other company and I shop online often.

In April of this year I purchased 2 pairs of shoes. One of them being the Carolina Mary Jane Espadrille Black Heavy Canvas.

I purchased them on April 9, 2026; they arrived on April 13, 2026 and I did not start wearing them until May.

By July 16 2026, the sole was separating from the shoe and it looks like it was past my 60-day from the date of purchase window.

I sent in a warranty claim because it was less than the 60 days that I was wearing them but it was technically just past the 60-day warranty timeline.

Note, it took me a while to break in the shoes! I was wearing band-aids on the back of my foot for a few weeks.

Just when I had finally broken them in, the sole separated.

I was given a "sorry, you are outside our warranty window". 60-days is not enough time, in my opinion.

They also count from the date of purchase and not the day that they were delivered.

In addition, they do not take anything else into consideration.

In any case, I will not be purchasing shoes, going forward from them.

A friend of mine had warned me against purchasing their product. Lesson learned!

My wedges soles are completely falling apart. They have degraded to the point I can’t wear them. I’ve worn them less than 20 times. I contacted customer support and they will not help, I don’t have my receipt from the store i purchased from. Poor quality shoes and poor service.

Wish I'd come here first before buying! I bought sandals from Tom's, wore them ONLY twice and the nubuck ripped at the toe. I wasn't mountain climbing or marathon running, just out doing errands. They were outside of the return window but Toms directed me to their warranty section for appeal. Turned me down even though the image I sent CLEARLY showed the damage -- and poor workmanship. DO NOT BUY.

Retour niet mogelijk!!!

Tried to get updates on delivery as tracking has no updates. Got no answers from customer service. I tried to cancel the order but was refused. If they ever get here, I will return them. Was told I would have to pay for shipping and $4.99 to credit my card. I will be giving a bad review everywhere possible. What a terrible way to do business.

I ordered the Carolina lace up espadrilles. Very cute! Got them, wore them 30 minutes and they put blisters on both feet! And not in typical places. The shoes were the right size. I contacted their customer service and wow, what a run around! They had me sending pictures of my feet, proving I had blisters! Then of the shoes to show them the problem areas. Finally, they said I could return them (okay now we’re getting somewhere). However, they said I had to pay the return postage….ok, can’t be that much right? Wrong! UPS wanted $22 to return the “damaged” shoes!! “Damaged” was the term the customer service person told me to write on the paper and stick in the box. I emailed them again, explaining I didn’t think I should pay to send them THEIR damaged shoes! Well the best they can do is give me a store credit for $22. Well, I’m never ordering or buying another pair of TOMS after this shotty customer service, so what am I going to do with a store credit!?! So, I politely told them I’m not paying their shipping, I’ll keep the shoes and I’ll tell everyone I can about how this company doesn’t have a “satisfaction guarantee” at all!
One Less Customer!

5/18/26
Update…I got an email from TOMS today. Apparently they read my review! They decided to give me my money back on the shoes, and I don’t have to send them back. Okay, a nice “silk tie” but amazing it had to come to this to get their attention. But in the end, they did the right thing. So thanks TOMS.

Here’s a strong, convincing review you can post 👇

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I purchased two pairs of shoes from TOMS during their sale. I paid about $80 for the first pair and received 50% off the second pair, which came out to around $20.

Unfortunately, my experience was extremely disappointing.

The first pair was incredibly uncomfortable and caused painful blisters all over my feet the very first time I wore them. On top of that, the sizing already felt off.

When I tried the second pair the same day, I immediately noticed the sizing was completely wrong. I always wear a size 7.5 and that’s exactly what I ordered, but the shoes were almost a full finger-width too big at the heel. They felt more like a size 8 than a 7.5.

I contacted customer service hoping to at least exchange them for the correct size, but I was told that because the item was purchased on sale, it was not eligible for return or exchange. This is very frustrating because the sizing issue is clearly a manufacturing problem, not buyer’s remorse.

Overall, I am extremely dissatisfied with both the product quality and the customer service. I will not be purchasing from this brand again.

I have bought two pairs of Toms sandals - the second pair being an identical replacement after the straps prematurely came away from the sole of the first pair. I thought it was a rogue fault however, wouldn't you know it, the same fault in the same place on the second pair a few weeks into my holiday. Hugely disappointing as these are quite pricey sandals and, despite being very comfortable, clearly just poorly made. Shame on you Toms. I have given 2 stars (instead of 1) given the comfort factor. I will not be buying Toms again.

Purchase this pair of shoes only used them once and the sole came apart.

HORRIBLE RETURN SERVICE!!! I had to contact them for my return label, after waiting for days. THEN had to contact them AGAIN for my refund after dropping my package off days ago! So dumb and lazy Never purchasing again.

Shoe size was not accurate compared to earlier purchases of Toms. Size 8 was like a size 7. $15 delivery fee paid on purchase, $15 delivery fee to return, $15 "restocking fee" - $45 out of pocket for shoes that I didn't get! I would NEVER order from Toms online.

Shoes did not arrive to Vancouver area. Fed-ex showed delivered but looking at the delivery picture, it is definitely not my front door they were dropped at. They haven't in 2 weeks replied to my multiple contact attempts, I had to last minute but a different Christmas gift.
FedEx replied saying delivered, contact toms , it's their issue!

I only realized after buying the shoes that TOMS charges a $15 restocking fee if you need to return them. I did, because the shoes were far too big. The return process was also a pain. If you don’t have a printer at home, you’re out of luck. Their shipping partner requires several printed and signed pages, so I had to go to Staples and pay to print everything.

It’s now been four weeks and I still haven’t received my refund. The package is clearly stuck in transit (not my fault), but TOMS refuses to refund me. In today’s world of online shopping, that’s ridiculous.

To make things worse, there’s no way to leave a review on their Canadian site. From what I’ve read, even if you can, it has to go through moderation before being posted.

Online shopping should be transparent. TOMS isn’t. I’d avoid them completely.

Bought to pairs of Trvl Lite, one to wear daily, and one for dinners out etc. the second pair have been worn ~5 times, look brand new, yet the entire sole has peeled away from the shoe. Complete glue delamination, I can’t wear these anymore. Complete waste of money.

Consumers beware with the “free shipping”. The shipping auto applies from free shipping to a charge at checkout. Also, if the shoes are less expensive now and you placed an order a couple days ago, you will not get a refund for the price difference. Customer service is a joke; they have a no refund policy. They clearly do not care for their customers. Just another corporate brand.

Bought two different pairs of shoes the same size, intending to keep them both. One fits great the other is too large and now I’m slapped with a “re-stocking” fee to return them!? That’s just lovely… I wish that was made more clear prior to placing the order.

Horrible customer service - ridiculous timeline to credit original form of payment after shoes returned. Multiple emails sent with poor responses - basically they replied 'it takes awhile to process your refund"! Had to mention calling my bank before someone actually looked into why the refund hadn't been issued.

Additionally, they charged a restocking fee. It took over 3 weeks to get my credit. No wonder people use Amazon so effforlessly.

Returned a pair of shoes as they were too big...of course I had to pay for that. With the tracking app , I saw that they received them back 2 weeks ago , but still no communication or refund. I had to contact them today....where's my money ? Someone replies that they could take care of that for me...it will be 10 days before I see my refund. So if I didn't contact them...they had no intention of giving me my money back !!! BEWARE