ComplaintsforTOMS Shoes
Retail Shoes
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought 3 pairs of shoes on ********** Order ***********. I based my purchase on the information from the website and from ****. Ths is what they stated the sizing "What size shoes should I order? ******** Shoes run true to size and are available in medium width only. We recommend ordering the size you normally wear in a casual or dress shoe. If you're typically in-between shoe sizes, we recommend going with the smaller one since ****** will stretch slightly as they're broken in." - ***************************************** I bought size 9.5 as i always do for all shoes. However, when the shoes arrived, i cannot even put my foot in the shoes and the sizing is FAR off from what they stated. The website stated no return or exchange, i understand that but they need to be responsible for how they make their shoes and how it fits. It definitely doesn't fit the way it should so then they should not mislead their customers.Business response
02/10/2022
Business Response /* (1000, 8, 2022/02/10) */ This supporter reached out to TOMS customer service to inquire about a return on a Final Sale order. Our customer was advised that orders placed on TOMS Surprise Sale site are on clearance and are ineligible for return or exchange. This information is posted on our website under our FAQs and at checkout. However, we are very sorry to hear that the shoes were not a fit! We recommend our supporter reach out to us directly with any further questions or concerns. We are glad to help! Thank you!Initial Complaint
12/07/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I bought some beautiful shoes from Tom's. When I receive them they looked amazing! I put them on they felt great 5 minutes later they started rubbing on my heal. Before I could take them off my left foot was full of blisters. I called the company the following day to get this resolved. The people on the phones were incompetent and told me that the shoes were perfect when they left the warehouse and because I had worn them there was nothing they could do. I was told that I was the one with the problem. And unfortunately there was NOTHING that could be done to help me. The woman reached out to a supervisor which I couldn't speak to. Even though I asked to speak to them. I was told I would have to wait 3 days for someone to call me. This is unacceptable!!! I have to wear sandals because my foot hurts and I can't stand for extended periods of time like I use toBusiness response
01/18/2022
Business Response /* (1000, 8, 2022/01/04) */ Our **************** team received a phone call from our supporter to ask about returning a pair of shoes that gave her blisters. We provided her with our policy, which states that **** accepts returns for unworn purchases: ********************************* Since these shoes have **** worn outdoors, they cannot be accepted as a return. We are very sorry to hear that the shoes are taking a bit of time to break in. We will reach out directly to our supporter just in case she has any further questions. Thank you for bringing this to our attention. -**** Quality TeamInitial Complaint
12/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I bought 2 pairs of shoes via website on Nov 22/21 but I was unsure of sizes. However I was not concerned as on their website it states: "Sometimes you have to try things on to know if they're your style. That's why we want to make returns as easy as possible. Items that are unworn, unwashed, may be returned, no problem. "Okay so when I went to *** to return the shoes (both mine and my daughter's shoes fit too big--I just want to rebuy both in different sizes as mine were too small and the pair for my daughter were too big) they said $60 to ship due to ** flooding!!!!! From ******* to ******* ******** $$$$60!!!!! BOTH PROVINCES IN ****** is $$60!!! Had I known I would not have ordered the shoes AT ALL!! The shipping costs almost as much as the bill!! AND NOW I'M PAYING EXTRA FOR SHIPPING BECAUSE OF FLOODING'! My bill was $86.74 which includes $14 shipping!! So I've paid shipping to buy and now $60 shipping to return lol What a joke! I will NEVER SHOP TOMS SHOES EVER AGAIN. AND I WILL LET ANY AND ALL KNOW ABOUT THIS HORRIBLE EXPERIENCE! They are not loyal to customers, they don't care about your sizing at all, sure they'll take the shoes back its not a problem for them to take unworn shoes back, but it sure as hell is a problem to me to pay $60 shipping to send the product back! The least they could have done is give me a store credit of $60 because I would have liked to rebuy the proper sizing, but I'll TAKE MY BUSINESS ELSEWHEREBusiness response
03/04/2022
Business Response /* (1000, 8, 2022/01/04) */ **** regrets that our supporter has had this experience! Unfortunately, we do not provide return labels for our ******** customers at this time. You can find this in our return portal: ***************************************** We will reach out to our supporter directly to see if we can assist further in the meantime. Thank you for reaching out to us. Speak soon! -**** Quality Team Consumer Response /* (3000, 10, 2022/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) On their website, they should include a section to calculate what the shipping charges will be to send the product back. It is very misleading to go on an on their site how easy the return will be. Some people like me have been financially affected greatly by covid and therefore $60 to ship shoes back is not feasible nor reasonable. They also have not personally contacted me back. Goes to show how much they care for their customer's satisfaction or return business. Like I said, I will never shop Toms again. Business Response /* (4000, 14, 2022/02/10) */ TOMS emailed our supporter on 1/4/22 to offer assistance with a return label as a one time courtesy, but we did not hear back. We will reach out directly to offer this courtesy again. We highly recommend our supporter reach out to our customer service team 8a-5p PT Mon-Fri with any further questions or concerns. Thank you!Initial Complaint
10/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted customer service since a pair of shoes I ordered are way too big. There is no guidance online either stating that they run a size larger than a person's usual Toms size. The customer service person was supposed to be sending me an email with instructions for how to set-up a UPS pick-up for the return. This never occurred. Instead, UPS has showed up at my door unannounced twice now and I have not been home either time. You need to help facilitate this return since I do not have a printer to print a shipping label. I don't understand why this is complicated.Business response
12/09/2021
Business Response /* (1000, 8, 2021/11/09) */ TOMS will reach out directly to our supporter. Please note, TOMS shoes run true to size and come in medium width. This information is in our FAQs: https://www.toms.com/us/faq.html. We provide free UPS return paperwork for our customers in the continental U.S. but printing the return label is the customer's responsibility. We suggest asking a friend, family member, or UPS to assist with printing. Please keep in mind UPS may charge you a printing fee. Thank you. -TOMS Quality TeamInitial Complaint
10/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an online order for a *** digital gift card. Despite **** charging my credit card **** I have not received an email with my E-gift card. I have called **** twice on two different days and each time I was told "you will get it today." However, I haven't gotten my E-gift card, which shouldn't take more than an hour once I pay.Business response
11/09/2021
Business Response /* (1000, 14, 2021/11/09) */ TOMS appreciates our supporter's concern. We are very sorry to hear about this experience and will be sure to follow up directly. We can confirm this electronic gift card information was issued and provided. In the meantime, we recommend our customer reply directly to the email sent with the code and pin associated with this purchase. Thank you. -TOMS Quality Team Consumer Response /* (3000, 16, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have NOT received anything from Toms. Toms hasn't sent me a pin number or a code. I checked my spam folder, junk folder and deleted and nothing! At this point, all I want is a refund. Thanks, **** Business Response /* (4000, 18, 2021/11/23) */ TOMS appreciates the update. We have phoned our customer and sent a follow up email but have remained unsuccessful in reaching the customer directly. We can confirm the order this order will be refunded per request. Thank you. -TOMS Quality TeamInitial Complaint
09/22/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered "Ladies" shoes size 7 online through TOMS website on 9/13/21. On 9/11/21 I received "Mens" shoes size 11. Contacted TOMS requesting a return label. Label that was received required that I provide payment for UPS pick up. Since this issue was caused by poor quality control by TOMS I should not have been required to provide payment info for pick up. 7 calls were made to TOMS to attempt to correct their continued error. TOMS never initiated or returned contact to me. I told TOMS I would leave the package on my porch for UPS return BUT I would not provide billing information since I was NOT responsible. UPS DID pick up the package during a routine delivery to my residence. (shipping info - label ******************) I am not responsible for shipping charges, or ensuring TOMS receipt provided by THEIR shipping label. TOMS has drug their feet and not provided a refund. I am very disappointed in TOMS customer service and followup. No more business with this company.Business response
11/22/2021
Business Response /* (1000, 5, 2021/10/13) */ TOMS is so very sorry about the wrong shoe in box experience during our clearance sale! We regret our supporter did not received what was ordered, however. We can confirm this concern was resolved 9/25/21 by way of refund to original method of payment and additional store credit appeasement to customer's TOMS account. TOMS urges the customer to email us directly at [email protected] with any further questions or concerns. Again, we are so sorry for our error and appreciate the call out. -TOMS Quality Team Consumer Response /* (3000, 7, 2021/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) A refund has been received. However it was not timely and The company did not respond to the fact that little effort was made by the company to assist in the return. Their customer service was sorely lacking. I should have been given the refund immediately and a pickup for the unordered item scheduled by Tom's. Will not likely order from them again based on my experience and the fact that I had to place 7 phone calls to get the situation resolved. So unnecessary. Business Response /* (4000, 9, 2021/11/01) */ TOMS greatly appreciates the further feedback. We regret the experience had by our supporter and sincerely apologize. In the meantime, we recommend emailing us directly at [email protected] with the order number in the subject line if further assistance is needed. Thank you. -TOMS Quality TeamInitial Complaint
09/17/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On 8/23/21 I placed an order for a single pair of shoes, order # **********, and I have a confirmation email from Tom's showing the order being placed on 8/23/21. I initiated the return process, photographed the shoes prior to return packaging, and dropped the shoes at UPS on 9/8/21 where they were scanned and I obtained a receipt from UPS as proof of drop off. Today 9/16/21 I received an email from Toms stating they had received my return and were issuing a store credit. I did NOT request a store credit and there is NO reason whatsoever that I would be given a store credit in lieue of a FULL PRICE RETURN to my METHOD OF PAYMENT which was credit card. I demand I am issued a FULL refund via credit card within 24 hours of the total amount I paid for these shoes of $53.68 or I will have no choice but to pursue a full chargeback against this merchant who is violating THEIR OWN return policy. What a joke!Business response
11/08/2021
Business Response /* (1000, 8, 2021/10/21) */ TOMS regrets that our supporter received store credit instead of their original method of payment. We can confirm this error was reversed on 9/21/21. TOMS invites the customer to email us directly at [email protected] with any further questions or concerns regarding refunds. -TOMS Quality Team
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Customer Complaints Summary
52 total complaints in the last 3 years.
11 complaints closed in the last 12 months.