Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 5 pairs of shoes from Toms.com on June 14th. I received the order on June 19th. After trying on the shoes, I decided to return 5 of the shoes. However, after logging on to toms.com, I saw both of the Briella Gold Leather Flats stated a returned had already been requested. I called Toms the following days and requested a return label to send back all 4 pairs of shoes, but I was advised that they were having system difficulties. This call first took place at 8:00 am pacific time. I am on the eastern time zone, which was 11:00 am for me. The ************ advised me it would take 3 hours before he could send me an email that would have an attachment label in his email. I never received an email. I called back and spoke to another female rep, and I requested a supervisor after I explain the issue to her as well. She stated a supervisor would call me back in a few hours, but maybe I should allow 24 hours. I never received a call from a supervisor as of yet.6/21/2024, at 1:00 et, and pacific time 10:00 a.m. I spoke to a rep by the name of ***** who stated the same that they were having issues with returns and to allow him a few hours to follow-up with me about the status of my return label. He stated he hope it would be resolved before the end of his day, but if not, he would call me on Monday (June 24th) to give me an update. I feel like this company is acting responsible and acting is the best interest of their customers. ************************* ************

  Business Response

  Date: 07/03/2024

  Hi ****** - We apologize for the experience you had when trying to return your items. We were experiencing some technical difficulties with our return system. However, I do see that we were able to process your return and you were refunded for all four items on July 1st. If you have any other questions, please give us a call at *****************. We're available Mon-Fri, 8am - 5pm PT.

• Initial Complaint

  Date:05/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TC00199715 Order number from Toms shoes, bought the end of March returned via label created by Toms to *** in ******* ON, I have been calling and calling and Im getting no help and no refund.

  Business Response

  Date: 06/04/2024

  We apologize for the delay experienced in processing this return. During previous contacts, we were informed that the customer had sent this return back utilizing a return label from *** that TOMS did not provide, therefore we do not have record of the return tracking number. Without the return tracking number, it unfortunately has taken our warehouse longer than normal to locate and process this return. We have reached out to our warehouse once again, and will provide confirmation to the customer if return has been received. If the return cannot be located, we will reach out to the customer via email with next steps.

• Initial Complaint

  Date:05/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 pairs of slip on sneakers on 5/6/24 order# TU04627033. The sneakers are too tight and rub horribly against my heel. Like another consumer said in their complaint, I used a discount code that they offered on the site by signing up for emails and texts. On the included shipping insert, they are saying it's final sale. Nowhere on my receipt or upon finalizing my order did it say a final sale. I now have two pairs of shoes that do not fit, and am extremely disappointed in this deceptive practice. I would like a full refund, and will happily ship back the shoes, which are unworn.

  Business Response

  Date: 06/04/2024

  We see that this customer was able to initiate a return and they received their refund on 5/24/24. As their refund has been processed, we consider this case resolved.

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 29, 2024, I received an email advertisement from TOMS indicating that there was a 29% off coupon to be used on certain items that day only because of leap year. The pair of shoes that I wanted had this flag on them on the website. When I went to purchase them, the code would not work after several attempts. I took a screenshot of the actual shoe/advertisement/flag, before actually contacting customer service to try and rectify the situation. I called them as soon as they opened that morning. The agent too saw the advertisement and attempted to make the purchase per the advertised discount and was unable to use it as well. She reached out to the IT **** to try and figure out what the issue was while I waited on hold for about 30 minutes. She told me she would reach back out to me once the issue was rectified and the code was able to be used. By the evening, I still had not received any correspondence back so I called back to customer service to inquire. I stayed on the phone with that agent over an hour and explaining over and over what the issue was. She put me on hold several times, only to come back and tell me it was an error on their part that the advertisement was on the site for that particular shoe and for the trouble, she could send me a 15% discount. I was very upset because that is not what the advertisement said. She said thats all she could do. I explained if I went into a store and an item had the wrong price posted, the store would take the hit because of their mistake and that is exactly what should happen here. I have purchased over 25 pair of TOMS just over the last couple of years and added that this was ridiculous especially since they are supposed to be helping other countries with their proceeds. I asked to speak to a supervisor since they would not honor the actual screenshot they had me send to prove what had been on the site, since they had now corrected it on the site. I was told I would get a call back and still havent!

  Business Response

  Date: 06/04/2024

  We apologize for the experience this customer had regarding the promo code not applying to their order. We do see that the item chosen was incorrectly labeled and should not have been part of the promotion, however, as this was a mistake on our part, the promo price should have been honored. We have issued a refund of the discount amount back to the original method of payment.

  Customer Answer

  Date: 06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased boots from ***'s on 1/17/24 and recieved it on 1/25/24, order# TU04331014. When I received the boots they were to small and on their site they said to size down if you between sizes and I did. I used a discount code that they offered thru out they site and now they are saying it's a final sale. No where on my receipt or upon finalizing my order did it say a final sale. I now have boots that I can not fit. I paid ***** from original price ***** again I used the discount code that they have thru out their site. I would like a full refund now because of my inconvenience.

  Business Response

  Date: 03/20/2024

  We see that this customer was able to return their item from Order TU04331014 and their refund to their original method of payment was processed on 2/15/24. We have also gone ahead and refunded the $4.99 return fee that was deducted from the original refund amount since this customer was unsatisfied with their purchase. 

  Customer Answer

  Date: 05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this pair of Toms boots begging of this year, in February, to be more precise. I have used it a handful of times, as you can see the soles are fairly new. However this week when I went to use it, I notice there was a tear on the top of the shoe. How does this happen to a fairly new shoe that hasnt been used that much??? This hurts my trust towards Toms quality and honestly makes me never consider buying their products again. Why would you spend $100 on a pair of boots for it to last 10 months only??

  Business Response

  Date: 06/04/2024

  We are sorry to hear that this customer has had this experience with their TOMS boots. We recommend that they file a warranty claim here so that our team and review their case - *************************************************************

• Initial Complaint

  Date:11/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First let me say I own several pairs of Toms and never had this happen with a pair. I received the red recycled cotton canvas (style ************) as a birthday gift the middle June ****** tu03689048). They were ordered May 29, 2023. I waited until the weather had changed to wear them. I didnt wear them sooner because of the weather and honestly it didnt cross my mind to wear them sooner to make sure I didnt have an issue with them so I could send them back in the specific time allotted. I must say Im disappointed in Toms on so many levels. The shoes caused so many blisters that it made it difficult to wear my work shoes. May not seem like a big deal but I walk a lot in my job. The thing that disappoints me the most is the policy is very black and white with no exceptions, not even a one time exception. After several times communicating with customer service (I included photos of just one blister and the shoes to show they are new and only worn once), I was told they were out of warranty and nothing they could do. They could not offer me a refund nor did they offer a smaller pair to see if that would resolve my issue but it was a simple no there is nothing we can do to help you. I reached out again because I never dealt with a companys customer service so unwilling to help. After my last conversation I asked to speak to a manager. I was told they would call me in a few days. That was over a week ago and no call back.For a company that based their mission on helping others, you would think they would help the people who financially support their product. Honestly after the experience with customer service, I will never buy another pair of Toms.

  Business Response

  Date: 11/29/2023

  We are sorry to hear that you've had this experience with your TOMS, especially having owned so many pairs previously. While your case does fall outside of our usual warranty timeframe, we understand your frustration with the fit of your shoes. We will reach out shortly in hopes to rectify this situation. Alternatively, please feel free to reach out to us so that we can provide you with a resolution. You can give us a call at **************** or email ******************************************* Our current holiday hours are Mon-Fri 6:00am - 6:00pm PST and Sat 6:00am - 2:00pm PST.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not been able to reach a live representative or a live chat rep EVER. No one is available during business hours nor is there ever any available reps for live chat. I purchased shoes from you all 9/7/23 with expeditated charges because I needed them by 9/16/23. Going by your site information stating your shoes fit to sized I purchased a 7.5 mens, which is the size Ive been wearing for over a decade. When I received the shoes, it was too tight and it is definitely not sized to fit. I have already begun the return process but Im asking that I received my $14.99 back for expediated shipping. Your site information is misleading having one to think that shoes are sized to fit when there arent. I am hoping someone will respond to this email because Im trying every available option to actually speak to someone.

  Business Response

  Date: 06/04/2024

  We are sorry to hear that this customer had difficulty in finding the right fit for their shoes as well as the difficulty experienced when trying to get in touch with our customer service team. While it is not part of our normal policy to refund shipping costs unrelated to shipping issues, we have refunded the customer back to their original method for the inconvenience experienced.

• Initial Complaint

  Date:07/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order# TU03783009 Date of Order: 7/10/2023 I would like to start by saying I genuinely enjoy TOMS shoes. However, the customer service delivery is lacking. I placed an order today for three pairs of shoes to be delivered. I double checked that everything was correct and only after I had placed my order and was looking at the confirmation screen did I see that it was sending my order to the wrong shipping address. It was an address that I haven't lived at in more than 7 years!I immediately went back through to check my account profile online, and the shipping address was current/updated - so I have no idea why TOMS would be shipping to an address I haven't lived at in years. I then reached out immediately to a customer service representative. First, I attempted to join an online chat - but after more than 10 minutes of waiting, I called on the phone and was able to speak to a rep who basically told me that there was nothing he could do. He simply said that once an order is placed there is nothing they can do. I think this is a gross oversight on TOMS part. As I type this, the order isn't even fully processed yet, and there should be some way that someone internally on the TOMS team can intercept an order error like this - especially when there is no basis for it being shipped to the wrong address when all other information on the account is current/updated. Alternately, there should be a way to edit/update the order if it falls within a certain timeframe. It's frustrating that it wasn't until I saw the confirmation page that I happened to see the error with the shipping address and then on top of that - despite having placed my order moments before - there was zero way for me to edit or update it to the correct shipping address.I spent more than $130 on shoes that I was planning on being delivered to the correct address within the next week or so, and now I have to go through an even more frustrating process to MAYBE get my money back (best case scenario).

  Business Response

  Date: 07/16/2023

  Dear *******,

  I hope this message finds you well. I am writing to extend my sincerest apologies regarding the situation with your package delivery and the inability to edit the shipping address. I understand the inconvenience and frustration this *** have caused you, and I want to assure you that we take your concerns seriously.

  At TOMS, we strive to provide exceptional service to our valued customers, and we deeply regret any inconvenience caused by our inability to accommodate your request to change the shipping address for your package. We understand the importance of timely and accurate deliveries, and we apologize for falling short of your expectations in this instance.

  While we make every effort to assist our customers with their requests, there are certain limitations that *** prevent us from modifying shipping information after an order has been processed. These limitations *** include the package already being in transit or in the final stages of delivery preparation. However, please be assured that we continuously review our processes to improve customer experiences and avoid such issues in the future.

  We deeply value your satisfaction as a customer, and we are committed to rectifying this issue to the best of our abilities. While we understand that the inconvenience cannot be undone, we would like to offer our assistance in resolving any further concerns you *** have.
  

   We appreciate your understanding and patience in this matter.

  Best,

   TOMS

  Customer Answer

  Date: 08/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased (2) pairs of sandals. It had a bogo price deal on the 2nd pair. Before I could enter the promo code I was charged full price. I called immediately after the purchase and the representative said she would refund the difference. Im yet to see the refund so I called today and now this representative says that dont do that. I told her that I called last week and she said she didnt see any notes that I called. She also hung up on me while I was still talking. My order number is: TU03685904

  Business Response

  Date: 06/25/2023

  Hello *****,
  Thank you for contacting TOMS. We would like to apologize for the inconvenience caused by the inactive promo code. After reviewing your order, we have identified that it was placed during the **** promotion. As a resolution, we have refunded your PayPal account. We appreciate your support and thank you for shopping with TOMS.
  If you have any further questions or concerns, please don't hesitate to let us know.

  Customer Answer

  Date: 06/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************