TOMS (US & CA) Opiniones 264

First of all, my order took 3 weeks to arrive, which is far too long, and I was unable to use the "tracking number" to track the package. When the boots finally arrived, I tried them on and one of the boots actually has a screw or something coming up out of the sole! Not wearable at all. I try to contact the company to get the boots exchanged, but then found out that I have to pay the return shipping, even though it is clearly a serious manufacturer defect! So, I paid the $33 for return shipping, but I asked for refund on the boots instead of an exchange; I do not want anything to do with a business that doesn't even own up to a defect that could've hurt someone!

NEVER buy online directly from Toms, EVER. I bought my normal shoe size this isn't my first pair of toms either. I cant even fit them on my feet. I paid almost $17 for shipping to the next province over which is crazy expensive. When I want to return them they don't pay for shipping, so I have to pay for shipping again. So $80 + another $20? I would get $50 back but paid almost $40 shipping. So I'd get $10 back from my purchase. I am beyond livid, they literally just stole money from a customer. Garbage customer service. Everyone should boycott these thieves.

I ordered a pair of Tom's that did not fit right. Way too narrow for comfort. Like one of the other reviewers, I returned the shoes, still in the box, to the warehouse in Surrey, B.C. because it was listed as an option, is close by and I thought I could save the return shipping charge. The staff member at the warehouse confirmed the paperwork and was happy to accept my return. I never received a refund and the customer service staff on the phone were completely and utterly useless. They implied that I was making the return up (like I have nothing better to do than try to scam a return). One call-taker insisted I could not possibly have made the return to the warehouse because it is guarded and I would not have had access. She refused to believe that the Surrey B.C. warehouse is not like that. You can actually drive right up, knock on the door and someone answers it. She was having none of it. I must be lying. After three calls to customer service I have given up on ever seeing a refund. DO NOT BUY TOM'S online. They used to be a good company but not anymore.

I ordered the shoes following the guide on toms website. But those were too small for me. So i wanted to go 0.5 size bigger. But i never got my money back from the return. When i called customer service, the lady told either i can return it with canada post at my own cost, or drop it off at nearby warehouse. Dropping them off was easier for me because warehouse is only at 30minutes drive. Later, i was told by another representative at customer service that i should not have dropped it off, as shipping is the only way to return. I told her i was given 2 choices, so i followed that. She said do you have a proof? So, then i was told that they will listen to call recording from that day and get back to me. But nobody called back and i never got my money back. Please never order with them.

Package "could not be delivered to UPS access point". Had to convince the customer service 15 minutes that the package is on the way back to California and not to my apartment (was written clearly at UPS tracking!). Three weeks after the order still waiting for refund, even though I ordered with a store-credit because the original shoes I ordered have been super bad in quality.

Retouren kosten, sind langwierig und unübersichtlich.
Dauert ewig, man Nachricht bekommt, dass die Retoure eingegangen ist. Jetzt wird jedes Paar einzeln zurückerstattet. Was soll das denn?

Bought 2 pairs of shoes, one pair was 2 sizes too small and other pair had already been worn outside.

No bueno. Adults sizes are too small, youth sizes too big... you have to pay for your own return shipping just because their own sizing is inaccurate. No point to buy from here.i would like to update with a photo but I don't see attachment area

I received 2 different size shoes but didn't realize it until I was getting ready and wore them from bathroom to living room. Tom's won't let me return them because I "wore" them. What am I supposed to do with 2 different size shoes? Bad business Toms.

I 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.

I ordered a pair of Mallows in a final sale which should have been fine. I wear size 10 always without question. These are so big they are at the least a size 11. Calling Toms they said no returns. Even a credit would have been nice. Now I'm out $12.97. They definitely do not run true to size!

Refund received.

Why does it take up to 14 business days to process a refund? That is insane! They received the shoes 10 days ago and have probably already resold them; I am out shoes AND money. 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!

Tom's had been the worst experience I had with ordering shoes and the customer service. I got the wrong shoe, well I got someone else's order. Then the customer service blamed me for ordering a sale item that can not be replaced. They claimed to process my return but 72h nothing happened. No email back with return information nothing. But customer service said its all in process and could care less. So unprofessional, unbelievable bad service for a company who claims doing so much good in the world. I will never buy a Tom's Shoe again.

My order was sent to an old address, even though I had updated it on the website. My shoes were sent there, even though I contacted Tom's customer service as soon as I received an email showing they were going to the wrong address. They said they couldn't help me and I would have to wait until they were delivered to the wrong address. I was told the only one that could help me would be calling UPS. UPS said it was up to the seller to take care of it. I called for the 3rd time today and supposedly I will be receiving a refund. I won't be ordering from them again.

I fell in love with a pair of black cat TOMS and decided to place an order. In order to get free shipping, I actually added another pairs of shoes. I read over the sizing chart, and confirmed that nothing has changed since the last time I bought their shoes, and actually read the crochet TOMS (what was in my closet) fit tighter than their standard ones (which is what I was ordering). Using the shoes in my closet as reference, I ordered the 2 pairs. They took longer than expected to arrive and when they did, I couldn’t even get my foot inside either of the shoes.
My only option was to return both pairs, but after reading their return policy more carefully, I was apalled to find out that the cost of the returns was at my own expense, because there’s no such thing as TOMS stores within Canada. My order was $124, and the cost to return was $32. I figured that the $32 loss was less than I would lose selling the shoes myself, and I was about to leave for vacation, so I packaged and mailed them out. It took a long time for them to process my return, even though I could see on the tracking number that the shoes were in their warehouse. When they finally processed the return, both pairs were processed at the exact same time (they were in the same box) but I have now only received credit for one pair of shoes. With a partial credit, and the cost of shipping, it has now cost me over $70 to have absolutely nothing in return.
I would not recommend doing business with TOMS the company, but if you absolutely need to have their shoes, I would purchase them in person from an authorized retailer with half-decent customer service, and the ability to process returns.
Usually, I do not recommend purchasing footwear online without the ability to try it on, but I figured that because I already had TOMS in my closet, that I was safe to order a brand I was familiar with. They are not consistently sized and I quite literally paid the price for my assumption. Don’t make the same mistake I did.

No refunds, huge amount of problems with ordering and delivery, the same goes for service. Extremely disappointed and do not recommend it to anyone!

The people who work for TOMS are miserable, insufferable, mean human beings. I simply wanted to change my shipping address seconds after the order was placed. Because of a recent move, I have done this a few times with orders (Amazon, Overstock, Home Depot, Etsy) with ZERO issue. Not with TOMS. Seconds after the order was placed and I realized the address was not updated, I called. The customer service rep treated me as if I was a child. She explained that "I need to figure this out prior to the order being placed or wait until I receive the tracking number." Well, considering I do not have a time machine, I had to wait for the email. I received it today, immediately contacting UPS. They told me the tracking number is new and the order is being prepared, so I should contact the merchant. Again, I did...but via chat this time. Kyleasha barely responded to my questions and, when she did, was rude and condescending.

I have bought TOMS for years--since the company was founded. Not sure why the workers are miserable and mad at the world...but here they are. Maybe this "ethical" company is not so ethical with their staff? Anyways, last time I purchase anything from them. Asinine.

I accidentally ordered using my old address (which was saved because I'd ordered from TOMS before) and *immediately* tried to change it, but found out that it's totally impossible. You can't change it on their website, you can't cancel the order. I placed the order on a weekend, but contacted customer service basically as soon as they opened the next week, and even though the order hadn't been shipped yet, they told me there was nothing they could do, and I should contact UPS. I checked the UPS website and contacted UPS customer service, but UPS couldn't change the delivery address because of the type of service TOMS uses. The TOMS customer service agent then told me to wait until I get a notification that the package has been delivered, and then they'll be able to help. Why use such an inflexible system? I've never run into this problem with any other online seller, and I can't believe they choose to use a shipping system that doesn't allow customers to correct a simple mistake. There's another review here from someone who had exactly the same problem, so I'm hoping that TOMS will see my review and solve it for me, too!

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EDIT: After dealing with the issues described above, I did contact customer service again after the package was delivered to my old address, and at that point they quickly refunded my money. I appreciate the refund, but I still spent quite a bit of time dealing with their customer service and ended up with nothing to show for it (I just got my money refunded, after wasting quite a bit of time), while they lost a couple pairs of shoes. I'm sure they've done their cost/benefit analysis, but to me it just seems like it would obviously be better for them to allow corrections to an order *before* it's shipped, rather than to ship the order to the incorrect address and then refund the money later. And if they know that UPS can't change the delivery address because of the shipping method, they shouldn't tell their customers to contact UPS and then apologize later because UPS can't help them. It's just a very customer-unfriendly way to run a company. If the customer contacts you before the order is shipped and tries to correct the address, just change the address or cancel the order! Don't leave them in suspense.