We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Retail Shoes

TOMS Shoes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Reviews

Customer Review Ratings

1.12

Average of 34 Customer Reviews

Want to share your experience?

Leave a Review

Review Details

  • Cindy W

    Date: 04/25/2025

    Cindy W

    Date: 04/25/2025

    Do not purchase from them. Shoes run small and are uncomfortable. TOMS accepted a return and gave an RMA # and label. The tracking showed delivered over a month ago and I still haven't recieved a refund. They didnt respond to messages. I had to open a ****** case which they waited until the final day they had to respond to comment and delay the ruling. **** and should not be allowed to do business.

    TOMS Shoes

    Date: 04/28/2025

    Hi ***** - We're sorry to hear that these shoes didn't work out for you and that it's taking longer than expected to receive your refund. It is taking our warehouse team a little longer to process returns, and since a dispute was already opened with ******, we are unable to take any further action until the claim is resolved. We apologize for the time it has taken to get this matter resolved, but encourage you to reach out to our customer service team directly for any future instances so that your inquiry can be addressed more quickly. We appreciate your patience and understanding.

  • Blaire B

    Date: 04/17/2025

    Blaire B

    Date: 04/17/2025

    Have always worn size 12 with my several pairs of Toms shoes. I ordered a pair of Mens ******** Loafers and they are absolutely massive, like basically 2-4 sizes larger than normal. I even confirmed with the size chart they would work. Shoes have to be sent back and Im out a $14.95 restocking fee. Guess its my last pair of Toms.

    TOMS Shoes

    Date: 04/18/2025

    Hi ****** - We're sorry to hear that you had a sizing issue with the ******** Loafers. We do charge a standard $14.99 return fee for Canadian orders to cover the costs associated with processing the return, but we understand how frustrating it can be when the shoes don't fit as expected. We'll have someone from our team reach out to follow-up. Thank you for your understanding.

  • Brenda S

    Date: 02/26/2025

    Brenda S

    Date: 02/26/2025

    I ordered a pair of TOMS womens water resistant sneakers. After reading the size info, was confident they would fit true to size. I ordered my regular, 7.5. When they arrived I could see immediately they were too big. I had my daughter in law, who wears a *****, try them on and they fit her perfectly! They were definitely NOT a size 7.5. I was extremely disappointed as I had been planning on taking them on our trip. I wont be ordering from TOMS online again.

    TOMS Shoes

    Date: 02/28/2025

    Hi ****** - We're sorry to hear that the sizing of these shoes didn't work out for you and you were unable to take them on your trip. We're more than happy to assist with an exchange for another style or size, or a return if you prefer. We'll also be sure to share your feedback with our product team so that they are aware of the discrepancy. Someone will reach out with your shortly to follow up.

  • Angela A

    Date: 12/06/2024

    Angela A

    Date: 12/06/2024

    I shop online ALL the time. I am busy professional and if I am not able to go into the local businesses its great to shop online if does not fit or work you can mail back. Sometimes I lose money for shipping most even give you free shipping. NOT THESE GUYS, they said NO RETURNS at all on 2 of the shoes I purchased. I did not SEE THAT nor was it clear or obvious. Your better off buying these shoes at DSW /Rack Room or Off Broadway who makes returns EASY and your paying a better price many times as well!! STAY AWAY from the online OFFICIAL Toms site. Terrible ***************** WILL NOT SHOP W/THEM AGAIN.

    TOMS Shoes

    Date: 12/09/2024

    Hi ****** - We're sorry to hear you've had this experience when shopping on ************************. For the item you requested to return (***********************************************************************************), there is the messaging "All sales final - No returns" below the 'Add to Cart' button. This messaging is displayed for all products that are final sale and cannot be returned. We will be sure to share your feedback with the appropriate teams.

  • RC R

    Date: 11/23/2024

    RC R

    Date: 11/23/2024

    Complete lack of customer service and their return policy includes a re-stocking fee, even if you got a defective product. Terrible company.

    TOMS Shoes

    Date: 11/25/2024

    Hi there - It looks like you reached out to us on 11/19 with a request to add the missing unit number to your shipping address. Unfortunately, once placed, we are unable to modify or cancel the order as we try to process it as soon as we can. We do see that your order was received on 11/23, and if it was damaged, we encourage you to reach back out to our customer service team at **************** for further assistance. We are available Mon-Fri, 8am-5pm PST.

  • Li T

    Date: 11/20/2024

    Li T

    Date: 11/20/2024

    My entire order was delivered to the wrong *********** was asked to "look for it!" Highly disappointed as they were for gifts!

    TOMS Shoes

    Date: 11/21/2024

    Hi Li * We're sorry to hear you had this experience with the delivery of your shoes. After reviewing your contact history, it appears there was some miscommunication on our part, which only added to the confusion of the situation. For that, we deeply apologize and will use this as an opportunity to improve our customers' experiences. We can confirm that you were issued a refund for your order on 11/8, but if you have any further questions, please do not to hesitate to reach out to our team at ****************. We're available Mon*Fri, 8am*5pm PST.

  • Kelly K

    Date: 11/19/2024

    Kelly K

    Date: 11/19/2024

    Oooff - these reviews are brutal and make me feel a bit better. I ordered 4 pairs in September. I returned 2 immediately, they were just not as great on my feet as they were in the photos. I wore the other two pairs once each. One of them with no issue, the other's clasp bent sideways after the first wearing and I've been unable to use the clasp since. I filed a claim to get a replacement pair, or just a refund. They denied it and said it isn't a warranty issue. Definitely not ordering from them again!

    TOMS Shoes

    Date: 11/20/2024

    Hi ***** - We're sorry to hear that you had this experience with your brand new shoes and with our warranty process. Our team is currently reviewing the details of your case and we'll have a supervisor reach out to you to follow up. We appreciate your patience and understanding.

  • Jamie P

    Date: 10/26/2024

    Jamie P

    Date: 10/26/2024

    I ordered 3 pair of shoes and one didn't fit. I wanted to exchange them. ***** could not find my order or my transaction. I sent them pictures of my bank account where they took my money. All I wanted to do was exchange for a bigger size, but they said they couldn't find my order and then just stopped responding after I sent the proof of payment again.

    TOMS Shoes

    Date: 11/01/2024

    Hi ***** - We're sorry to hear that you've had this experience when trying to exchange your shoes. Unfortunately, our team was unable to locate your order at the time you reached out to us and we recognize that we did not meet your expectations in following up with your inquiry. For that, we deeply apologize and will have a supervisor reach out to you to see how we can rectify this situation. We appreciate your patience as we work on resolving this for you.

  • Katie C

    Date: 09/30/2024

    Katie C

    Date: 09/30/2024

    I loved TOMS, so I ordered a pair of heels from them. I was so excited to open the box when they arrived, only to find I had received the wrong pair. I called customer service, they asked me to send photos (which I did) and sent a return label. I was assured that the correct shoes would be sent as soon as possible. I printed out the label and sent the wrong shoes back. After a few weeks had passed with no shoes, I emailed to no avail. I called and was assured that I would be refunded and that I would be sent an email once the funds had been released. I now have no shoes and am out $93.00. I dont know if I trust the company to order again. Its a bummer because they really are so comfortable. :(

    TOMS Shoes

    Date: 10/03/2024

    Hi ***** - We're so sorry to hear that you not only received the wrong shoes in your initial order, but also that your replacement shoes were never received. We looked into the status of your replacement, and unfortunately the order appears to have been stuck in a processing status in our system. We apologize for this less than ideal experience and will have a supervisor reach out to you with a resolution.

  • Dianne D

    Date: 07/08/2024

    Dianne D

    Date: 07/08/2024

    I purchased shoes that were to big and I sent them back, they won't do an exchange so I asked for store credit and was going to repurchase in a smaller size. called CS after I received an email that the money was put back on the card. The card used was a gift card that I threw away after it was empty. Can they even do that? Now they won't answer me. I just want my shoes, I don't even want the money

    TOMS Shoes

    Date: 07/09/2024

    Hi ****** - We're sorry for the mix-up with your refund payment. We'll have someone reach out shortly to resolve this issue for you, or if you prefer, please give us a call at *****************. We're available Mon-Fri, 8:00am - 5:00pm PT. Thank you!

TOMS Shoes is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.