TOMS (US & CA) Opiniões 264

Absolutely horrible customer experience. I had made a purchase 3 days ago (on a Saturday) and when I received my confirmation email I saw that an old shopping address defaulted to the shipping address used, when I had inputted my correct shipping address. I immediately reached out to the company to get the address changed and ultimately I just wanted to cancel my order and got no response. I called on Monday to get help and I was told they couldn’t cancel and I would have to wait to get the product and then I can return it. HOW CAN I RETURN SOMETHING THAT’S GOING TO THE WRONG ADDRESS?? I called several time to try and resolve this issue, but all representatives were pitiful and offered no help. I worked as a customer representative and have learned the functionings of the role. I know my requests could have been fulfilled, because I have offered the correct help in my previous position. The company has no care toward their customers and now I have no care in showing support to them. They do not deserve the B Corp certification as they clearly do not hold themselves to a standard to better society and help their customers.

On top of all of the issues caused by TOMS, they have done absolutely nothing to remedy the inconvenience they have caused. And they are still not helping even after this has been posted. NEVER BUY FROM THIS COMPANY.

To add on to this, I spoke with a representative before posting this review two days ago who said would have a supervisor reach out to me within 24-48 hours, as I had requested to speak to one. I have heard nothing from the company and these occurrences are truly showing their weaknesses.

Customer support is the face of the company besides the product, and if they’re not doing an adequate job, the company surely won’t survive in the long run.

Horrible experience! The Cloudbound soles are terrible, after two months of light use they are deteriorating and are completely misshapen, I'll be surprised if they last till the end of summer. Customer service gave me an email address for warranty issues that I couldn't find publicly available anywhere. Emailed there with pictures, they answered that if it's been less than 30 days from the date of purchase I should send them the order number and somebody would look into it. It's been more than 30 days, so I guess that's that. The email included a link to rate their customer service that was broken, so you're unable to do that too. Lesson learned, never wasting any more money on Toms.

Ordered a pair back in April and returned them right after trying them on since their quality seemed really bad compared to my older toms. Why I am dinging them for 1 star is that I still have not received my refund 3 months later and they keep promising its coming soon over and over again by online chat/twitter/phonecalls but I am still missing my money! I wish they had physical store locations this could have all been avoided.

****After posting this review TOMS contacted me and I got my shoes!!!****

Horrible customer service, rude and sarcastic. I ordered a pair of shoes and tried to enter my new address, well needless to say the address did not save . I did not realize it until I hit submit payment and saw it defaulted to my old address. I immediately called customer service and I was told sorry there’s nothing they could do and basically I’m out of luck. How can they not change a shipping address?

Toms return policy is absolutely terrible & very difficult to use. There advertisement of “free returns” is false. They have a charge of a 25% restocking fee plus they assume every household has a printer which I do not & live in a rural area. I chose to donate my shoes which did not fit. I have 1 question to ask why do you not include the return label with the shoes so the customer does not have extra charges just to get the shoes returned!

Your customer service is terrible and I am going to put this everywhere. Twice now I have asked for help on an existing order they just either don't come back or hang up. Not cool. I don't have time for this.

I ordered shoes on 4/11 with an estimated date of arrival of 4/20. I never received an email with shipping details, and did not receive my shoes on 4/20. On 4/21 I reached out via autochat feature, and was told they will resend my shipping email, and the shoes were shipped on 4/20 without an explanation or apology. After the chat, my order page with the estimated shipping time was no longer available (how convenient!).

To be clear - 4/20 was the estimated arrival day -- not the estimated shipping day.

4/30 edit - I sent the requested information to Tom's several days ago.

My boyfriend bought me the cutest pair of Tom's w/dogs and cats on it.I work with animals and was so excited to show them off. The first time wearing them was on a simple walk. They are comfortable and super cute but unfortunately SLIPPERY. My slip turned into a nasty fall to wear I fell forward and cracked my 2 front teeth. Makes me sad since now I'm having to figure out the next step to which so much is already going on in my life.

I have bought the Seashell coudbound women shoes, I did wear it for the first time for a little walk, and it hurt very bad my foot above the heel...it s really not recommended. Moreover, the service in Canada is very bad, they let you pay for return...

I placed 3 different orders from Tom’s. The free shipping took soooo long on the first order I paid for extra shipping on the second. It still took way beyond the time it should of got to me. When I called about a refund on shipping the person said they can’t control shipping and hung up on me.
Very Poor Shipping and Customer Service

Another woke anti American company that supports unconstitutional gun control measures.

Their customer service sucks! I made three calls and spoke with three different people all promising they would have a supervisor call me within 24-48 hours. I never received any calls. The third call I made I spoke with Richard and he not only told me I would receive a call from a supervisor , but he would follow up with me via a phone call to see if a supervisor had called. THAT NEVER HAPPENED ! The worse customer service ever!!

So i ordered 3 shoes from toms.com suppose to be delivered by usps which they didnt , toms has said i will lose the money on my order because they wont be able to reshipped the items ! Even after i told them I contacted usps about this and have a case number and all. NEXT TIME REQUIRE SIGNATURES FOR YOUR SHIPMENTS!!!!!!!!!!

I purchased a pair of TOMS shoes at retail. After not wearing them very much, the uppers began to seriously delaminate to a point where I could no longer wear them. The soles looked like new - little to no wear. I inquired with TOMS about this premature failure and, when they found that I had purchased the shoes at a retail store, they told me that they souldn't do anything without a TOMS order number and that I should go talk to the retailer. TOMS provided absolutely no customer support nor did they even attempt to show any responsibility whatsoever for the lack of quality in the product. With that experience, I have sworn off even thinking about buying any other products from TOMS.

I ordered two pairs of shoes and they took forever to be delivered. And once they were delivered one came in men’s size. I can return them but I can’t exchange them for the correct size. I will not be purchasing from them again nor would I recommend. This was my first and last time trying out toms. I also find it extremely weird that I can not leave a review directly on their site.

So upset at Tom's. Ordered 10 pair of shoes for Christmas gifts and 2 pair did not fit --can't return them because I am past the return window -talked with 2 agents and they are just 'sorry'!! I ordered in November when I was doing my online shopping and now I am stuck with shoes that nobody can wear!! Guess I learned my lesson with them.

I remember when Toms was a good company. I ordered two pairs of shoes in spring of 2020 and neither shoe were even close to correct fitting. Strange enough, but then again in fall 2020 I ordered more shoes with the credit I was given from Spring and dealt with customer service and they sent a men’s shoe instead of a women’s. Still waiting to get this figured out. Customer service agents I have dealt with are clearly not properly trained. They have trouble finding orders and one says one thing and another says something different. Very frustrating!!! I will not buy from Tom’s again

Toms refunded my return after a month although I did have to chase.

I got an email saying my shoes were delivered. They were not. After a lot of runaround with UPS/USPS/my apt. complex, I called Toms. The rep who answered was Afia. She was AMAZING! She was polite, understanding and helpful (I was quite manic as the shoes were a Christmas present for my daughter.) Afia checked my order, updated all my information, sent me out a replacement pair, expedited the shipment, and gave me directions on what to do if they didn't arrive on the expected day. She was friendly and kind. Every company should have customer reps who are as wonderful as her.

I purchased a pair of TOMS booties at a retail store in another state. After wearing about 6 or 7 times I noticed that the seam along the top was splitting on both booties. I contacted the company and was told via email "We're listening". I thought they would be concerned about the problem as the booties had little wear and they are still selling them on line for $139.95. Even though they are last year's style. I was informed that I would need to contact the store where I purchased them. I sent two more emails and received the same "We're listening" response. With no response to either one. It took five days for them to respond to my first email and only did so after I contacted them again. I even sent a photograph of the booties showing the seam splitting.
I have several pair of TOMS shoes in my closet - I will not be adding any more and plan to post on social media (over 500 followers) and ask all of them to share. I am very disappointed in this product, but even more so in the company's response....