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HORRIBLE RETURN SERVICE!!! I had to hound them for the return label, and then chase them down again for my refund after I'd already mailed the package back! Incredibly slow and unorganized. I'm done with them.

Got a pair of boots and noticed the left one made a clicking sound the moment I put them on. Reached out to their warranty team and they asked for a video of the noise. I sent one over but they said it was too quiet to hear properly on video. They came back immediately saying it's not their responsibility and they can't help. I'm never buying from them again.

Won't be ordering directly from this company again. Return shipping cost me a $5 fee plus $13 to actually mail it back. Over three and a half weeks later and still no updates or refund. Got much better service when I ordered through Macy's instead. Also spent 30 minutes in their chat trying to get an update but they disappeared and sent an email blaming it on the holiday season - in February. Awful overall experience.

Still waiting for my refund from a return I sent back months ago. When I tried contacting support about it, they answered my emails on and off. Eventually they just stopped responding altogether.

Honestly disappointed with how deceptive their customer service is. My shoes showed up without the insert, which meant they'd been sent back before. I decided to keep them anyway. An email with 10% off arrived that same day. I called to get the discount applied as a $5.99 refund. The representative promised I'd see it in 7 to 10 business days. That's way too long for something instant. Fourteen days passed with no refund appearing. Called again and was told the first rep never processed it. Now I'm getting the same 7 to 10 day promise from another person. This pattern of delays is frustrating. I plan to follow up next week before that deadline hits. If I get another apology, I'm going directly to my bank to get what they promised me back.

Their customer service pulled a sneaky move on me. I got shoes that came without the insert, so they'd clearly been returned already. I kept them anyway. Same day they arrived, I got an email with a 10% off offer. Called to claim it and the rep said he'd process a $5.99 refund, telling me to expect it in 7 to 10 business days. That timeline made no sense for something that should take moments. After two weeks with nothing in my account, I called back. The new rep apologized and said the first guy never actually did it, but promised to handle it right then and there. Same 7 to 10 day story. I'm frustrated with how they keep dragging this out. I'll call again before that window closes. If I get another apology without action, I'm going straight to my bank to get the money they owe me.

Placed an order for boots but three weeks passed without any shipment notification. When I emailed asking about status, I got a bot response with zero actual help. Tried calling and was assured they'd rush it out. Nothing changed after four weeks, so I asked to cancel and get my money back. They confirmed the cancellation and refund, yet the boots arrived anyway the following week. Their customer service is absolutely baffling and unprofessional. They kept dropping me into 10 minute holds hoping I'd hang up. At that point I told them to just keep it and I'd give the boots to someone in need instead - I'll be the ethical company they pretend to be. They weren't going to survive much longer with this kind of operation, I figured. UPDATED: Turns out they actually sent me the boots for free as a gesture of goodwill. I'm really surprised and honestly impressed. Their communication system clearly needs overhauling, but I'm grateful for how they ultimately made it right!

Ordered some boots and three weeks went by with nothing shipped. Sent an email asking what's going on but got an automated response with no actual follow-up. Called customer service and was promised expedited shipping. By week four nothing had moved, so I requested a cancellation and was told I'd get my money back. Then the 'cancelled' boots showed up at my door the following week. The lack of communication here is unreal. Staff kept putting me on hold for 10 minutes at a time, probably hoping I'd give up and hang up. At that point I figured they could keep my money since I'd donate the boots to someone deserving - I'll be the ethical one they claim to be. Honestly thought they wouldn't last much longer as a company based on this disaster. UPDATE: They surprised me by sending the boots for free as a goodwill gesture. I'm genuinely shocked but pleased. Their internal communication definitely needs work, but I respect how they handled the resolution!

This is about the actual product, not the brand itself. Got really excited when these sandals arrived, but wore them one morning and the stitching gave me a nasty blister. Super disappointing since I can't wear them anymore and the policy won't let me send them back once they've been used.

I'm based in Canada and have successfully ordered shoes before. Tried picking up some sunglasses today and realized there's no shipping option available for my country.

My boot order arrived with really poor sizing - one was actually shorter than the other. I sent them back and reordered a larger size. The return ate up $15 of my money. They've got this restocking fee policy and won't let you just exchange the exact same item for a different size. They wanted to charge me an additional $25 for the replacement pair and didn't give back what I originally paid. Their refund approach is why I'll never order from them again.

DO NOT buy directly from Toms online. I ordered my regular size - and this isn't even my first pair. They don't fit my feet at all. Shipping to the neighboring province was nearly $17, which is insane. If I return them, I have to pay for that shipping too. So I'd be out about $80 plus roughly $20 more for return shipping, only getting back $50. That means I'd basically lose $30 for nothing. They're basically stealing from customers. Horrendous customer service. Nobody should shop there.

Not satisfied with this purchase. The sizing is all over the place - adult versions run small while the youth styles are way too big. Then they have the nerve to make you cover return shipping when their own sizing chart doesn't work. Honestly not worth ordering from them. Would've added a picture to show what I mean but there's nowhere to upload images on their site.

Disappointed with their return policy. I didn't realize I'd gotten two different shoe sizes until I was already dressed. After a quick walk from my bedroom to my living room, the pair didn't fit right. The company won't accept the return because I technically 'wore' them. How is that even fair when I received the wrong sizes? This is bad business practice.

Really frustrated with their return policy. I ordered two pairs and got different sizes but didn't catch it until I had already put them on and walked around the house a bit. Now they're refusing to take them back because I 'wore' them. What am I supposed to do with mismatched sizes? This is terrible customer service.