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Stores > TOMS Shoes

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  • TOMS Shoes

    Hundreds of thousands of Shoppers visit ResellerRatings every month to check out real reviews of shopping experiences before they buy!

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    Online Ordering

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  • Review History & Profile See full Rating history

    Product & services pricing 0.00/10
    Chance of future purchase: 0.00/10
    Shipping & packaging: 0.00/10
    Customer service: 0.00/10
    Return/Replacement policy: 0.00/10
Rating 2/10

Toms Disappointment

"Toms has fashionable and comfortable shoes which I love! Because of my recent experience with customer service I am hesitant to increase my rating. I emailed customer service five minutes after placing my order (at 7:49 am) asking to change my shipping address because PayPal gave my wrong address. It's been four days since and I just heard back from any customer service representative who informed me that because my order already shipped I will need to pay for the shipping to be intercepted. I received an email today that stated my order had been shipped on Friday night at 9:16 PM and to the wrong address. It's been four days since I contacted customer service without hearing back.

I am feeling very angry. This means that I will need to contact my old landlord and warn her that a package is coming for me and continue to stay in touch with her while I wait. I will then need to travel to my old address to pick it up. Thankfully it is not a far distance, however it is a rather uncomfortable situation that could have been easily changed. I understand that I played a role here by submitting the wrong address, but it frustrates me that such a simple mistake could have been so easily avoided. I feel a lot of negativity towards the store and that will prevent me from making future Toms purchases and especially from the Toms site. There are other brands that make fashionable and comfortable shoes, I will manage fine without buying from Toms.

This review was modified by Leah2107 on May 30 2016 07:24:09 PM

Rating 2/10

"Very bad experience with their return and processing speed for case resolving!
I returned a pair of Tom's. Drove down to their warehouse and handed my return shoes to one of their receiving dock person on August 20th, 2015 , but NO refund received so far!
I called them about 2 weeks ago about this issue. Their rep said they will forward to headquarter specialist to investigate. Not surprise, 2 weeks later, nothing done! Said their have too much stuff backed up and now they are going to have a supervisor to call me.
I will never buy shoes from Tom's directly again! too much hassle, just buy shoes in Nordstrom people! Much better customer service!!

Rating 10/10

"I bought my first pair of classics from this website. They're amazing. So comfortable and it's totally worth it. The size was a perfect fit and they shipped fast too! #lovetoms"

Rating 2/10

"If I could give it 0 stars I would. What kind of socially responsible company doesn't allow you to modify or cancel your order? "

This review was modified by AJ89 on September 08 2015 08:24:28 AM

Rating 2/10

"Worst order experience ever. I ordered an item over a month ago, and repeatedly sent emails asking the whereabouts of my product. All of the emails have been ignored and when I chat online, I am told it is going to ship, but it never has. Overall terrible experience; if you want to buy TOMS, just go to a Nordstroms or other shoe store."

This review was modified by furryjojo on August 17 2015 02:01:07 PM

Rating 2/10

"I am so relieved I have found others who have had the same horrible ordering experience as I have had with TOMS. My order somehow got "stuck" in process, the shoes were never delivered and I had to call back three times in order to get the charges reversed on my bank account. I am still waiting for the " 3-5 Business Days" for my refund and watching my bank account like a hawk. My question is this: If TOMS can't deliver my shoes to me, here in America, how the heck are they doing it in other countries? One customer service person was really nice and seemed to take me seriously but the other two that helped me could not get off the phone with me fast enough and gave me typical canned responses about my refund. Stressful experience overall."

This review was modified by VLLouise on June 05 2015 01:10:59 PM

Rating 4/10

"I love Toms mission and their shoes so it hurts when dealing with customer service was awful.

I called in and the call was answered and I could hear a lot of talk about the coming weekend for at least one minute until finally the service representative on the line felt like their conversation was finished. Then I definitely got some attitude - not sure which kind probably the why or how dare you bother me kind based on the un-held hold.

Toms customer service then denied my request to apply a discount code the day after I ordered an item. They said once an order is submitted they can't change the order in any way including applying a discount code. I don't believe that they can't apply a discount to an order. Either way, this is an example of poor customer service.

The customer service representative then had the nerve to ask if there was anything else they could help with. They didn't do anything to help me in the first place. I said no, have a nice weekend and hung up.

This review was modified by wilkice on May 22 2015 06:48:32 AM

Rating 2/10

"It is unbelievable how bad their customer service is. I needed to return a pair of shoes and get a different size. I have emailed the company three times and still have note received a mailing label to return them. It takes them over 2 weeks to respond to an email. They claim that my shipping label wen to spam (which it did not) and I have not heard back from them again. It is now over a month since I bought the shoes. There are SO many other shoes that look exactly like Tom's that I would NEVER recommend buying from this company. If a company does not value its customers, why would you ever buy from them again? "

Rating 2/10

"I cannot believe this one, and it happened to me. Ever accidentally hit "Reply All" instead of just "Reply" on an email? Tom's just did that to me. I had attempted on several occasions to let them know that people were getting email solicitations for knock off goods from China, directly mailed to your house. They ignored me a couple of times, I erased most of the stuff I had sent, then they denied ever receiving them, please send again, etc. I sent what I had with complete explanations (including the server address in China) and got a "Reply All" from a "Pooja Teckchandani" as follows: "Let’s leave it alone. He’s insane. He didn’t even send us the right email, so we can’t try to track anything down." Wow - just wow. Obviously they really value people. "

Rating 2/10

"Just from the looks alone, I have zero interest in the product. I say that because we are being bombarded with unsolicited advertising emails from Tom's, probably from my address liked on LinkedIn. We have unsubscribed numerous times and have wasted way too much time trying to contact a real person, so we will be forced to file a complaint under the CAN-SPAM Act, just for starters. Avoid letting these people have your contact information at all costs. The appear to be nice and friendly on the outside, but they are like a cancerous predator beneath the surface. "

Rating 2/10

"Awesome shoes..... Horrible experience...
I would like to start by saying that the ease of use of their website is non existent! Which is where my trouble with Toms shoes started. I ordered a pair of shoes a month ago and got an email from them saying my order was not complete. So I go back to the website thinking I was completing my order only to see I ordered the same pair of shoes twice. If that was not annoying enough, I am told I have to either pay for shipping to return them and get my refund OR opt for store credit and they provide shipping labels. So I opt for the store credit. As I go back to the website to use my store credit, I do some research on store credit, (just to make sure I'm doing it right) so I see, that the FAQ section says store credits are automatically applied to your next purchase, I even read the fine print on this, and I see that all I can see is that my next purchase would use up this store credit.. Welll ONLY if you don't use PayPal when you pay for your order, because apparently your credit won't apply to your order if you use PayPal, and I used PayPal of course no where in any information that I've read does it state anything about that. So I'm told to reorder my shoes, using a credit card and use my store credit, then I'll have to return the same pair of shoes I just ordered on my dime to UPS and wait for my money to go back in my account... WOW... That's just madness.. And they were very unfriendly to boot. Love their shoes, but I'll take my business to my local mall if I ever by anymore, or just buy bobs from now on, since they support the same cause...

This review was modified by Andielawrence123 on March 16 2015 03:15:36 PM

Rating 2/10

"I'm so disappointed in Toms customer service. I thought for a company with "such high ethical standards" would be willing to help their paying customers. I submitted a warranty claim for the Desert Wedges ($89) after I purchased them last week. I wore them once, then noticed a protruding finger-like hole coming from the heel of the shoe. The warranty dept came back denying the claim because they said the shoes couldn't have possibly left the (China) factory like that, and I should have noticed that when I bought them. Yes, I should have noticed that when I bought them but didn't. I even offered to send them in (on my own dime) for a second opinion. They said that their denial stands and they were unable to help me. So with that said, I'm extremely disappointed in the way they handled the situation and will unfortunately never purchase another pair for myself and my family. "

This review was modified by xxmegn on January 23 2015 02:09:50 PM

Rating 2/10

"Horrible service. Checkout pages do not work. Literally waisted MANY HOURS trying to place an order online to no avail. Checkout page just crashes. Used different browsers and nothing worked.
Called customer service and they couldn't place my order over the phone! They wanted me to go back online.
Finally placed and order and the shoes were too small and not true to size.
I wanted an exchange. THEY DONT OFFER EXCHANGES!!
I returned the shoes and they ONLY OFFER STORE CREDIT.
Went to repurchase the shoes in a bigger size.
I wanted my money back after all of this hassle. THEY REFUSED. HORRIBLE CUSTOMER SERVICE. HORRIBLE WEBSITE.

This review was modified by AVIDONLINESHOPPER1 on January 07 2015 04:08:21 PM

Rating 2/10

"I really adore TOMS shoes and find them very comfortable and stylish, so it pains me to write this review. I had thought that giving egift cards to my team, as we all love TOMS shoes, would be a great Christmas present idea. What a nightmare!

I went onto their website, toms.com, and found that the "Continue" button didn't work on multiple browsers when I was in the "Shopping Cart" page. So I called in, only to get a ringing tone for 5 minutes and no answer. I then did the "instant chat", where I got a nice person who told me that they couldn't help unfortunately and I would need to call back. I then called and waited 10 minutes to speak with a woman who was helpful and able to place the first two egiftcard orders. On the 3rd one, she said she was unable to process the order even though it was the same card. I told her I would call her back after I called my bank. After speaking with my bank, there was nothing wrong with the card. They had no idea why it couldn't be processed.

I figured I would be patient and wait a couple of days. When I called back, a woman said their system was down and she was very sorry but she couldn't help me. I then tried again on Monday the 29th (several days later!) and the website still wasn't working. I called back and tried to process it on the phone, and still got the same "unable to process" message for several credit cards when the woman tried to enter them in. I told the woman it was an issue on their end and she said she couldn't help me, and that it was an issue with my cards. I have already spoken to the bank and made multiple other purchases, it is an issue with their system! Instead of working it out, they made me feel like the bad guy and it was a problem on my end. And now I don't have a present for my coworker!

Unfortunately, TOMS, despite your cute and comfortable shoes and charitable giving, you've lost a customer for life. I won't be coming back. I don't need this kind of hassle, and I don't need to be made to feel like I have a problem with my cards or something. Fix your system!!!

This review was modified by biodork2000 on December 29 2014 04:07:03 PM

Rating 2/10

"Dear Toms,

Each step of this walk I have taken with your company is certainly interesting. Taking my order was a fairly simple step for your company to handle. They even e-mailed an order confirmation with the number to me within minutes of the order. This was back on November 26th. Is there anyone out there who cares? Or is this just the way Tom's does things?

After not seeing anything for about two weeks I thought no company could be more inept at delivering what was a very simple order. I mean really a flag, a t-shirt and pair of your shoes. A total of $68.40 including your free shipping. Maybe free shipping takes longer. Yes, that must be it. Is there anyone out there who cares? Or is this just the way Tom's does things.

So I call the number provided and was told yes they see the order and not sure what to say except it is now in the "hands of headquarters". There is nothing they can do but will make sure somebody will contact me from "headquarters" within 24 hours. A couple days pass and I think well, with the way things go with Tom's maybe a day means two. Maybe longer? Is there anyone out there who cares? Or is this just the way Tom's does things?

So, after a couple days I think maybe I should try again. Maybe I didn't understand them. Maybe this is just Tom's way of doing things. So, what the heck, let's call again and see what they say. Well they say they see the order and that "headquarters" needs to handle this matter. Can I call them? NO! They do not have a number you can call but they will call you. Interesting, but then maybe Tom's has a whole new spin on customer service that I am not fully comprehending. It sure is confusing. But there is an order, headquarters is on the case, and they will call me but not in 24 hours, but in the next 5 to 7 days. Wow. Is there anyone out there who cares? Or is this just the way Tom's does things?

Crazy, but I thought maybe I would try an on-line attempt that may clear up this whole Tom's customer service methodology. Make me see their way is the future. The Tom's way. A better way. So I send in a yell for help. Tom's got it. They immediately sent an e-mail response and this is something they do very well. Acknowledgement e-mails fast as lightning. This one even says in big bold print We're listening. I think maybe this will be it. Someone who can explain why my $68.40 order is waiting on headquarters and why not letting me on the secret after multiple attempts is a newfangled system that is the Tom's way. Is there anyone out there who cares? Or is this just the way Tom's does things?

These days have been a bit trying as my mother arrived about a month ago and is not doing well. We even have hospice coming in to help us. They are awesome and are true angels. Sure glad they don't use the Tom's customer service system. But maybe I am missing something. Maybe the Tom's way is the new way. Well I admit I am tired of trying so I am through. I am going to let anyone who will listen know exactly what I think of your company. Your way. The Tom's way. Please just keep whatever money your charged my credit card, keep headquarters on the case and if some day they want to send this stuff out go for it. If not just keep it and I will have learned my lesson. About the Tom's way.

Merry Christmas!

This review was modified by TomPriester on December 20 2014 02:14:18 PM

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