TOMS (US & CA) Omdömen 

I got 2 pair shoes that, sadly, didn’t fit. GORGEOUS shoes though. Ordered my regular size, and both seemed 1/2 size too big. Shipped back. Contacted customer service and got a response the same day. I really don’t understand all these 1 star reviews about poor CS. I mean it took a few weeks (which is why I contacted them) but they were super responsive and my refund came through no problem.

Versendet nicht.Ich rate von dem Laden ab,ganz schlechter Service.

Purchased a pair of boots and as soon as I wore them, the left boot made a clicking noise. Toms warranty asked me to send a video with the noise and I did but said it’s hard to hear it in that. They immediately responded and said it’s not a problem on their side and they won’t do anything about it. I will never purchase from them again.

Will never order direct again. Return cost $5 fee + $13 in shipping. And its been 3.5 weeks with no updates, no refund yet. Had a way better experience ordering via Macys. (I also sat on chat for 30 mins to try and follow up with Toms and they ghosted me on chat and sent me an email saying something about the recent holiday season is the reason ? its february) Terrible experience overall

The boots were great, but they won't stop emailing me and there is no unsubscribe link in their emails.

Update 3/6/25: I received yet another email today, even though their response below says I've been Unsubscribed.

Bought my first pair of TOMS heels. MILAN CLOSED HEEL PINK ROSE. Very comfortable. Suede interior. High quality. Delivery was fast. Very positive experience overall.

Do not purchase any of their sunglasses made with Solaflex "magic" material, they will break at the hinge. I went through 5 pairs in 18 months.. every color broke in the same place, they are extremely fragile, not durable as described. I sent Tom's customer service pictures of all my broken sunglasses & they offered me a 20% coupon off a future order. Ouch!!!!

Good luck receiving a refund after you return an item!
They take their sweet time, you have to communicate with their staff via facebook messenger and they give you bs reasons until you get upset.

If I could give 0 stars I would. I had ordered a pair of shoes and a few weeks later I still hadn't received any kind of notification that my shoes had shipped. I contacted customer service to find out what was going on and was advised that they hadn't processed my order yet, and they were unsure why. They would put a rush on this and get out right away. At this point I had asked them to just cancel my order, I was advised it had been done, and that I should see a refund within 7-10 business days. A couple days after cancelling my order, i got a notification that my shoes had shipped, even though my order showed as cancelled. As soon as the shoes arrived I tried to return them, but it wouldn't allow me so I had to contact customer service again. They organized the return for me and sent me the paperwork and advised me that there would be no refund as they had no record of me paying for the shoes. I had to email them confirmations that money had come out of my account, and confirmation that the order had been cancelled. After all of this, here I am still trying to get a refund. Shoes were returned on November 11th and I have had no correspondence since Nov 4th. Now I am being told it is because I never responded to an email that they had sent me asking for information to process the refund. Who asks for credit card information to process a refund? I never rec'd this email at all, and there was no follow up from their end either. You would think with this being an escalated issue someone from Toms would follow up. This is getting ridiculous, and due to this I will never purchase from Toms again.

I still haven’t been refunded for an order I returned in June. When I reached out, at first customer service responded sporadically to my emails. Then they stopped responding.

Even though the shoes I received were packaged without an insert, meaning they already were returned, I kept them.

The same day the shoes arrived, I received an email from TOMS offering 10% off.

I phoned TOMS to ask for this 10% discount.
The phone helper told me he’d enter this $5.99 refund.
He advised, “ you’ll see your refund in 7-10 business days.”

Obviously this time frame for a procedure which takes 20 seconds, disadvantages the customer.

After waiting 14 business days with no refund shoeing in my bank account, I phone TOMS for an update.

“Oh, I’m so sorry, the first phone helper didn’t process your refund. I’ll take care of it now.
You’ll get your $5.99 in 7-10 business days.

I don’t know how to go around their little game of postponing what they tell me they’ll do.

Next week, before the 7-10 business days, I’ll phone TOMS again for an update.
If I get another, “sorry, I’ll take care of this”, I’ll contact my bank to retrieve the money TOMS promised.

Ordered a pair of boots. 3 weeks and not shipped yet. I emailed to enquire and got an automated response saying they’d look into it and never heard back. Called to enquire and was told they’d put a rush on shipping. At 4 weeks called to cancel order due to lack of response and poor customer service. Was told order was cancelled and I’d be refunded. A week later, said refunded boots were shipped. What in-the-worst customer service is up with this company. Completely appalled. Almost laughable.
“Just going to put you on brief hold while I speak to my team.” - Puts you on hold for 10 mins in the hope you’ll hang up. At this point you can keep my money. I’ll donate the boots to someone in need - I’ll be charitable and ethical in your place; since you can’t seem to manage that (although that’s what you preach). The story of Tom’s will write itself; they won’t be around much longer.
UPDATE: Tom’s ended up giving me the boots at no charge. I’m shocked and also impressed. Sounds like communication needs some help on their end, but I appreciate the outcome!

My dad spent over $100 on beautiful lace up ankle boots for me only to one year later the inside structure of them just warp into a jabbing, uncomfortable shape. They were so beautiful I only wore them a handful of times out of want to make them last and take care of them. Now I have to chuck them cause there is no way to fix that as you'd have to tear up the leather to even get to the "bone" within. Waste of money, absolute trash. I'm ridiculously disappointed and my dad is just as upset. The damn boots aren't even listed on the site anymore and I can't leave a review, so I'm doing it here to help others not give them any more money on overpriced garbage.

Edit 11/6/24: Toms responded, and they clearly cannot read. Because a 60 day warrantee on boots I've owned for almost a year isn't helpful. This is a POOR QUALITY issue, so they can shove their response. The problem is the expensive boots only lasted 5 wears. And I absolutely babied them, cause $100 isn't chump change to my family.

this review isn't about the company but a pair of sandals I bought. was thrilled when I received them but after wearing them just one morning the stitching caused me a blister. such a disappointment. cant wear them ever again and cant return them because I already wore them!

I placed an order on 8/11 and received the shoes promptly - they did not fit. When I tried to follow the returns process it said not eligible for return yet there is nothing at the item level, which is not a sale item, stating non returnable...it was only 10 days from order placement. When I attempted to call during business hours ...it says to call back during business hours - Lets see if the Facebook message works because it's the only way I could get through. I'm not going to spend ~$100 without an option to return unused shoes again.

Ordered a pair of shoes for my husband. The shoe size was too small even though the shoe was a wider with. Returned the shoes within three days of receiving at my own cost. Return was delivered on July 15th and still haven’t received my refund after multiple discussions with customer service whether over the phone or through email. I keep on being told that they will refund me and have escalated the refund. I should have read the reviews on Trust Pilot first but I thought TOMS was a reputable company and didn’t need to do the research on Trust Pilot first. Don’t make the same mistake I did.

I placed an order for shoes on Saturday evening. At first I was offered an email discount of 15%, then I received a text message offering a 20% discount. I clicked on the link provided in the text for the 20% and at the end, I was only given a 15% discount. I called Tom's customer service department, the representative said there was nothing that could be done since the order was already placed and I no longer had the text message. THIS IS FRAUD! The rep could clearly see my order, he could have adjusted the 5% difference. A JERK FOR SURE!

Schuhe sind hässlich, nicht wie abgebildet. Ganz komisch sehen die aus. Das Schlimmste : die Retoure kostet richtig unverschämt viel. Wie ein normaler Paketversand und das auch wenn man nix behält. Dazu müsst ihr selber euren Rezourenschein drucken, denn es kommt nicht mal ein Code. Bin gespannt wie lang das jetzt braucht bis ich mein Geld wieder bekomme. Laut anderen hier ewig. Echt ein extremst schlechter Service, nie wieder.
Der normale Versand hat auch schon lange gedauert. Schuhe sind ungerechtfertigt teuer und dann wird noch Versand verlangt. Also Finger weg, es gibt genug Shops mit schönerer Ware und der Versand ist gratis auch bei Retouren.

Extremely disappointing. Unprofessional customer support. I will never purchase from this company again. They shipped incomplete order and are not responding the issue. My emails are ignored and when I reach out to customer service they keep disconnecting me and not calling back.

I am increasingly dismayed by the level of customer service I have encountered, as it falls significantly short of the professionalism and ethical conduct that their company espouses. The situation at hand, stemming from a lapse in quality control resulting in missing components in the shipped products, is distressing, especially considering the emphasis placed on quality and customer satisfaction by the Tom’s brand. The disregard for customer concerns exhibited thus far is not only disrespectful but also reflects poorly on the company's commitment to its clientele. For a company that promotes giving back and care for humans, they certainly do not support their customers and do not seem to care about satisfaction.