TOMS (US & CA) Avaliações 263

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.

I live in Canada and have ordered shoes which was fine. I tried to order sunglasses today and there was no option for Canada.

Très mauvais service à la clientèle
Très mauvais service à la clientèle.
J'ai voulu échanger mes chaussures car elles étaient trop grandes, mais ils n'offrent pas ce service. On doit retourner er commander de nouveau. La commis a été très gentille et m'a envoyé un courriel pour initier le retour ainsi qu'un code à utiliser pour bénéficier d'un rabais pour première commande que j'avais eu lors de la commande initiale. J'ai voulu utiliser le code immédiatement pour commander les nouvelles chaussures, mais il ne fonctionnait pas. J'ai appelé et on m'a expliqué que je devais retourner les autres chaussures avant d'utiliser le code.
Contrairement à la plupart des entreprises, ils ne fournissent pas d'étiquette de retour (j'ai dû chercher l'adresse moi-même) et n'ont donc pas l'information lorsque l'article est envoyé,
je dois donc attendre qu'ils le reçoivent avant d'utiliser le code de rabais, je suis déçue car j'en avais besoin rapidement. J'ai payé un peu plus de 30$ de frais d'envoi pour retourner l'article alors que plusieurs entreprises offrent les retours gratuits.
Selon le numéro de suivi de Poste Canada, ils ont reçu le colis le 31 janvier. Et le retour a disparu de mon compte, la commande apparaît comme si je l'avais recue et que je conservais les souliers.

Je les ai contacté par Chat le 21 février car je n'avais pas eu mon crédit et j'ai téléphoné au service à la clientèle. La dame m'a dit qu'elle enverrait un courriel à l'équipe de remboursement. J'ai demandé à être mise en copie mais ça n'a pas été fait car je n'ai jamais reçu le courriel.
Le 25 février, j'ai relancé sur le Chat et on m'a répondu le 27 février en me demandant mon numéro de commande et de suivi Poste Canada.
Le.28 février on m'a dit que ma demande serait escaladée car j'aurais dû déjà être remboursée.
J'ai relancé le chat le 1er mars car je m'avais aucune nouvelle, on ne m'a pas répondu.
J'ai relancé le chat le 4 mars et on m'a répondu qu'on escaladait m'a demande. J'ai dit qu'on m'avait déjà dit ça 2 fois et j'ai demandé à recevoir un courriel de suivi et on est maintenant le 8 mars et je n'ai aucune nouvelle, ni courriel.
Je suis très déçue de devoir mettre tout ce temps et cette énergie pour un retour qui se fait si simplement avec la plupart des compagnies.
Avoir su, j'aurais conservé les souliers et les aurait vendus à rabais, j'aurais économisé les 30$ de frais de retour et j'aurais eu un peu d'argent pour les souliers. Maintenant je n'ai plus les souliers, ni de remboursement.

I ordered boots that were totally mis sized - one was actually smaller than the other . I sent those back and ordered a larger size. The return cost me 15 dollars. They have a restocking fee and they will not let you just swap one pair for another exactly the same - They tried to charge me 25 more for the new ones and did not refund my original cost. I will never order from them based on their refund policy!!

Horrible! How can customer service say that a defect is not their problem and they never guaranteed a life-time warranty. Their product was defective and all they said was if I liked the shoe I need to purchase again. Why would I purchase another shoe that will just break! It does not help that the customer service lady was ruse and told me she was unable to transfer me to my supervisor. When I asked again she told me they may or may not get back to me because it would be up to them. Awful customer service please do not support! Funny to see only bad reviews but I just want to warm people about how terrible the customer service is.

Schlechter Service. Schuhe sind schwer und klobig, Retorten kosten. Einfach woanders schauen

Really dissapointed with the returns - I sent a pair of shoes that were too big back and it's been a week, they still haven't arrived and I chose to get credit so I could buy a new pair. It takes 7-10 days for the credit to post after they arrive, but they won't offer me the sale price that I purchased in the first place. I am so dissapointed with the return process. I'd like to order the right size for the sale price before it goes away, and now I can't nor will I be able to use the credit once I get it as the shoe will be full price then.

The current return policy is not very customer friendly, they expect the client to pay for shipping fees, in my case almost as much as the shoes I ordered from them. I'm very disappointed with the overall product quality and how they handled my case, and will never shop there again. I would be careful and avoid this website at all costs. Shop somewhere else, best in person at your nearest store.

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!