ComplaintsforTOMS Shoes

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Returned via UPS (3 unworn, unused) shoes on 6/27. Ups tracking # ****************** shows **** received on 6/30. **** has no email but they send emails. I have not received a confirmation email the shoes have been received by them. I have not been credited for the $130+ they owe me. I'm disabled and can't speak due to throat cancer so my sister called for me and rep said "by Saturday". It's Monday. My credit card bill is due - was expecting a $130 credit to my Chase visa and it is now July 11. I would like my credit. Or some written confirmation from **** - I'm sick of chasing them for a credit when the last date of return is July 14.

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/07/22) */ Our records indicate that the return for this customer's order was initiated on 6/21. According to the return tracking provided (******************), the return was received at our warehouse on 7/5. Once received at our warehouse, returns can take up to 7-10 business days to be processed. This customer's return was processed on 7/12 (the 6th business day), and they were refunded to their original method of payment.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For order *********** I ordered three items. They canceled two out of three items, and still charged me the same shipping fee, even though they only shipped one item. When I requested a refund of the shipping fee, they told me they could only offer store credit.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/07/18) */ The customer placed an order on our TOMS Surprise Sale site, which offered free shipping for purchases $85+. The customer's order total for all three items was less than $85, and therefore they were charged a shipping fee of $5.99. $5.99 is the shipping rate that is charged for the selected shipping method *************************** When the two items were cancelled due to no longer being in stock, the customer was still required to pay shipping charges due to their order being below the $85+ free shipping threshold. No pricing adjustment is due for this order. The shipping charge is based on the minimum order amount (after any discounts, before taxes), not the number of items purchased.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered shoes through ********* on 6/18 sale. Attached is the information on the sale that I found online. Followed instructions and ordered through the link on the website. Upon checkout the discount was not applied and tried to call **************** but it was closed. Called on Monday 6/20 and customer rep I spoke with initially said the item was not part of the sail. After checking again (not really sure what he checked) he said he will apply the discount and I will get a refund and will only be charged for only one pair of shoes. One week passed *** I did not see a refund on my credit card. I followed up today and was told the***** promo did not apply to my order and there was no refund processed from the call I made on 6/20. This is unacceptable. They are not being honest with their customers. Attached is the website where I ordered the items. Please check. I just want **** to actually honor the promo that they run and give their customers the discount that should be applied. I placed the order on 6/18 so it is still within the promo period. I should be charged for only one item not two since it is supposed to be*****. Thank you.

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/07/05) */ We see that the customer had chosen one of their pair of shoes in a colorway (**********************) that was in fact not part of the **** sale, which is why the discount did not apply. We also see that the customer has already initiated a return for this order and it is currently in transit back to our warehouse. Once the return is received and processed, the customer should receive a refund within 7-10 business days. As the customer will be refunded for the return, a price adjustment will no longer be necessary.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two pairs of toms wedges on 05/16/22 for $111.22, I got them delivered and then returned them via mail because they arrived too late I returned them and shipped them out to return on 06/02/22 and they were delivered on 06/09/22 and I was refunded on 06/11/22 for partial return showing that one item was received even though I sent back both of the items. They only returned half of my items even though they have my full order, and then their customer service is useless I have been on hold for hours because they refuse to answer their phone and chat. Either I want the wedges that they didn't refund or I want the money back to my card or I will be contacting my back

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/15) */ We apologize the for long hold times this customer experienced in trying to get a hold of our customer service team. We can confirm that the customer received their full refund for this order on June 11, 2022. Please note that each item is processed separately, so the customer should see two separate credit transactions. We advise the customer to verify with their bank and reach back out to our customer service team if they are still not seeing it.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an order online and received the wrong shoes. Double checked my order and the packaging slip which were correct however the wrong box of shoes were sent to me. The website offers no email to contact, the chat is disabled and the only way to contact them is by calling. I called and sat on hold for about an hour. The woman was very rude and unapologetic even though the fault was the company's. I was told I would receive a refund and an email confirmation with a return label within 48 hours. It has been almost a month and no refund and no email. I have tried multiple times to call back with no answer. They make it impossible to contact so that customers eventually give up.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/06/28) */ We can confirm that the customer reached out to our customer service team and was initially unable to provide the product information (the product received vs. product ordered). Once the customer was able to provide that information, we sent them a shipping label to return the incorrect item. That return was received on 6/21 and the customer has been issued a refund to their original method of payment on 6/28. We advise the customer to allow 3-5 business days for this to reflect on their bank account.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First time wearing a brand new pair of Toms, and they started peeling almost instantly. Within two days, they looked like the pictures below ("leather" peeling along all creases, as well as from the sole). Reached out to Toms to discuss options, and they only offered a 60 day warranty. That warranty is meaningless if you don't wear the shoes within 60 days of purchase. After initially receiving the shoes, they fit well and were comfortable, so I kept them. I no longer have a receipt. These shoes are either very poor quality, or were deflective. Seeking something from Toms by way of standing by their product in some form or fashion rather than "sorry, it's over 60 days." I appreciate their Impact goals, but please stand by your product.

  Business response

  06/22/2022

  Business Response /* (1000, 8, 2022/05/13) */ We apologize for the experience that **** had regarding his shoes. We reached out to **** regarding his issue and he informed us that the shoes were purchased over a year ago prior to wearing them. He no longer has the shoes in his possession and does not have an order number or proof of purchase. Due to these factors, we are this time, unable to offer a replacement or alternative appeasement. Consumer Response /* (3000, 10, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the response is accurate (no longer having receipt, or order number), no effort was made to address the issue, or even admit to poor quality, or perhaps a defect. Based on how quickly they deteriorated, I can't imagine it was the only pair to experience this. If not replacement, perhaps a coupon, or gift card, or something. That said, based on the quality of the shoes, I'm not sure I'd want to purchase from them again. Would have given another try out of respect for their mission. Business Response /* (4000, 12, 2022/06/02) */ We recognize that the environment in which a shoe is stored and used can have an impact on its condition, with certain materials (such as leather) being more sensitive to elements like temperature and moisture. As we do not have insight into how the shoes were stored during the 1+ year before being worn, we unfortunately cannot attest to their condition or quality once they were ultimately used. We once again apologize for the experience that **** had, and will gladly assist with any future warranty issues within our timeframe, should **** decide to shop with us again. Consumer Response /* (4200, 14, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Blaming the customer for a subpar product is in poor taste. Be better. I've owned many shoes, made of many different materials, over my 39 years, and have never had this issue. Storage was not the problem. For future reference, here's an example of a reasonable response: "We're sorry our product wasn't up to standards. We are always seeking for ways to improve. Possible your shoes were defective based on the pictures you provided. We'd like to offer you 15% off on a future purchase as a token of our gratitude, in an effort to make this right." I wouldn't have accepted that, but I would have respected it.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought Toms shoes from the surprise shoe sale. I placed 2 orders with 2 different forms of payment and both orders were canceled. I then called and they said it was the bank but the bank stated it was not. I then replaced the order using a debit card and the order was pending processing. The order processed for over 4 days and then was once again canceled by which time the sale was over. I then called customer service who told me that there is nothing they can do because the sale was big and there was extensive discounts and they will not honor those prices because the discounts were so big. The sales lady then said "sometimes these things just happen". The most disrespectful part is that to compensate me they offered me a %15 off coupon which when you sign up for emails you get a %20 coupon and they always send out %20 coupons.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/04/12) */ We can confirm that the customer placed two orders on 3/2 from our Surprise Sale site (one order for 10 items and another for 4 items). Both of those orders were cancelled due to the payment information not matching what the customer's bank has on file. The customer then placed another two orders on 3/3 from our Surprise Sale site (once again one order for 10 items and another for 4 items), using a different payment method. We can confirm that those two orders were both fulfilled and shipped, and ultimately delivered (one package delivered on 3/8 and the other on 3/9). After reviewing the interactions, we do see that there was some misinformation and lack of clarification on our part as to which orders were actually canceled, and intend to use this as a training opportunity within the team. We apologize for the experience that this customer has had, and we attempted to reach out directly to the customer by phone to clarify the situation. Consumer Response /* (2000, 7, 2022/04/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did fulfill the orders in the end.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In late December 2021 I ordered a pair of **** shoes online for a total sale of ******* Confirmation email said shipping for the shoes would take 4-5 days. Finally received the shoes weeks later. The shoes and shipping slip were for another customer, but my address was on the box. I contacted **** immediately. The shoes I had ordered were now out of stock, so there was no replacing them. I was not offered another pair of shoes for a comparable price. Instead, I was told I had to pack up and take the shoes to a UPS store, and return them. I sent the incorrect shoes back to ****. My tracking slip said that the shoes were received by **** on 1/28/22. After reviewing the account the shoe payment had come from, I saw that the ****** refund had never been issued. Twice today I called ****, and explained the issue. I was told by **************** that the file said a refund had been issued, and there was nothing more they could do. They suggested I contact my financial institution. I rechecked my account, and checked the day I was told the refund was issued, there was no refund. I asked to speak to a manager, but was told that was not possible, but they would forward the issue to a manager, who would likely tell me the same thing. **** has fraudulently taken my money, without me receiving any product and no returned funds.

  Business response

  04/12/2022

  Business Response /* (1000, 8, 2022/04/05) */ We are sorry to hear about the experience that ***** has had regarding his order and refund. Based on our records, we see that only the incorrect order received was refunded and not the original order that was expected. We apologize for the incorrect information that was provided, and have issued a refund to *****'s original method of payment on 3/23. We have also reached out to ***** directly to confirm the refund. Consumer Response /* (2000, 10, 2022/04/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stopped into the **** store to try on a pair of boots that was advertised to me on ********. They told me they do not carry them in store but that I had 75 days to return online orders. I went home and placed the order for the shoes. When I received them and tried them on, they were too narrow for my feet. They are incredibly narrow, not just standard shoes that were narrow, they were narrow for a standard foot. I attempted to exchange the shoes online and was not able to, so I went into the store about 45 days after receiving them. The store explained that they were sold out of that style and that their shoes run narrow, that's how they're designed. They told me they don't carry shoes in a standard or wide size. I told them I would need to return them and the store told me that the shoes have to be returned a specific way because of the style, so they processed the return and took the shoes from me there but told me the return would need to be processed. A few weeks later I receive an email that the shoes were returned to store credit, even though that was never discussed with me. I called the **************** line and they told me that the 75 day return policy didn't go into effect until 3 days after I purchased the shoes and that they would not return my money to me, even though they did not disclose that to me in the store AND had taken the shoes. I told them that didn't work for me and that I wanted the shoes back so I could sell them online and make my money back and they would not return the shoes to me. I filed a claim and they denied the claim as well. I was defrauded by ****. They should have disclosed to me that I would not receive my money back before offering to return the shoes and taking them from me.

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/03/24) */ We're sorry to hear that this customer has had this experience with our retail and online customer service teams. Unfortunately, it appears that there has been some miscommunication regarding the return timeframes. Our extended 75 day holiday return policy did not start until November 1st. The customer placed an order online on 9/25/21, which would have still been under our regular return policy of 30 days. As the return was not received until 12/6, the refund was processed as a store credit since it was received outside our 30 day timeframe. However, we recognize that it was no fault of the customer to be provided with the incorrect information. The store credit has been removed from the customer's account and they have been refunded in full to their original method of payment.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #********** Order Date: 12/28/2021 I purchased shoes and they were mis-sized. I sent pictures of the shoe next to others the same size. I was told that I would get a refund, and I could donate, or recycle the shoes. I did this and then, almost a month later , I received an email with a return receipt. When I spoke to customer service they said I had to return for the money owed. I asked and was told I would get a call from a Supervisor. I have had correspondence for several weeks and the emails from the company say they are looking into it. I told them if I didn't hear from today I said I would come to you for resolve. *************************************************************************************** Estimated Arrival Thu, 01/06 UPS Economy via SurePost Payment Master Card **** 1464 Gift Card: $9.73 ******** My Item(s) Alpargata Mallow Puff Alpargata Mall... Qty 1 , 9.5 $64.95 $29.97 Subtotal $29.97 Shipping $5.99 Tax $2.88 Gift Card -$9.73 Total $29.11 TOMS Rewards Get Rewarded For Shopping Join For Free Member Login

  Business response

  03/15/2022

  Business Response /* (1000, 8, 2022/03/10) */ We have reviewed our records and can confirm that they are in line with what the customer has described in their complaint. We apologize for the experience and conflicting information provided to the customer during their several interactions with the **************** team. We can confirm that the customer was issued a refund on 2/23/22, and a supervisor has reached out to also confirm this information. Thank you. Consumer Response /* (2000, 10, 2022/03/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩