TOMS Customer Service Issues

I ordered waterproof navy suede women's summit boots on October 22nd. I received an email stating the order was cancelled and to contact my bank. After speaking with my bank, we confirmed that the issue was not on my end. Customer service suggested it was a bank problem or an address error. When attempting to reorder on the website, I noticed the boots were no longer available. It would have been more helpful if the initial email had stated the item was out of stock rather than leading me on a confusing investigation. Very disappointing experience.

About a year ago, I bought a new pair of Toms from the Portland, OR store. I've been a dedicated Toms fan for years and even had the pleasure of hearing Blake Mycoskie speak at my college. I've walked barefoot across campus with Hanson - yes, Hanson! Over the years, I've owned multiple pairs of Toms, usually waiting for a sale to purchase. This time, I paid full price. The problem arose when the store employee suggested I go half a size down for a better fit, citing the shoe's stretching. Despite usually wearing an 8 comfortably, I trusted the advice given by the employee. After attempting to break them in unsuccessfully, I found them uncomfortably tight. The toe box was too narrow, causing discomfort. I regret not sticking to my usual size. I understand that ultimately the decision was mine, but I wanted to share my experience to highlight the impact of employee recommendations on customer satisfaction. Despite this, I still appreciate the company and wanted to offer this feedback constructively. Thank you, A.T. P.S. On a positive note, my son looks adorable in his Tiny Toms as he learns to walk!

Dear TOMS Customer Service, I am reaching out once more regarding the boots I ordered recently and have not received yet. This marks my fourth attempt to contact you on this matter. I placed an order for the boots on 11/10. Shortly after, I tried to rectify an address mistake by contacting you, as the boots were shipped to my previous address. Unfortunately, nobody responded promptly, resulting in the boots being delivered to the wrong location. I managed to have the boots returned to you after contacting the current resident at that address. Following this, I was asked for the invoice number, which I promptly provided, but did not receive any further communication from your end. Despite reaching out again, I am still awaiting a response. As it has been weeks since my order was placed and I am yet to receive the boots or a refund, I would appreciate it if someone could address this issue promptly. At this point, I would prefer a refund due to the extended delay in delivery. Thank you for your attention to this matter. Regards, Alexis S.

I recently purchased two pairs of shoes from your company. One pair was delivered to my Colorado address at [redacted] Cannon Street, which I received successfully. However, the second pair was supposed to be sent to [redacted] Louisedale Drive, Fort Wayne, IN [redacted]. The purchase was made on November 16, [redacted], but I have not yet received this shipment. I have been trying to contact your customer service number multiple times, but have been unable to reach anyone. My order number is [redacted]. I would appreciate a phone call regarding the missing shoes as I have already been charged on my credit card for the full order but only received half of it. It's quite frustrating to face these difficulties. You can reach me at [redacted]. I hope we can resolve this issue promptly. Thank you for your attention to this matter. Sincerely, P. Downs.

I waited for over 45 minutes to speak to a customer service representative and was finally able to connect with one. However, the experience was terrible. My shipment was sent to the wrong address, and I was seeking assistance to resolve this issue. The representative's responses were extremely rude, suggesting I call the landline for my old address in Nashville when I am actually in Los Angeles. Despite my efforts to explore other solutions, the representative was unhelpful and even stopped responding to my inquiries. I repeatedly questioned if the representative was still on the line and received sarcastic replies. To make matters worse, the representative promised a refund but failed to process it. Despite sending multiple emails to the company, I have not received any responses. I provided the order number in hopes of getting this matter resolved promptly. This disappointing experience has deterred me from making future purchases from Toms, and I intend to advise my loved ones to seek alternatives.

I purchased shoes on November 28th. I received an email immediately stating the order was cancelled, followed by another email confirming a new order. I have been unable to reach Toms by phone, live chat, or the corporate number provided. This has left me feeling extremely frustrated as my credit card information is now at risk. I am starting to question whether I would order from Toms again. I just want to confirm if my order went through and speak to a Toms representative. My order number is [redacted]5 for the Birch suede women’s shoes in size 9. I hope for assistance with this issue.

Order # ---- #[redacted]6 I placed an order a week and a half ago, and it was supposed to be delivered last Friday, 12-7, but nothing arrived. When I called on Sunday, 12-9, I was informed that it was "stuck in processing" and needed to be resubmitted. However, the tracking number still does not exist today. The customer service representative I spoke to did not have much information and could not transfer me to a supervisor due to none being available on a Sunday. There was no offer of faster shipping, an update on delivery, or even an apology or refund provided. I have been on hold with customer service for 43 minutes now. This experience is disappointing, especially for a large company like Toms. I request that my order be located, processed, and overnighted at no charge. At this point, a credit would be appropriate if I am to consider ordering from Toms in the future. Sincerely, Brandon

I purchased 3 pairs of shoes on Cyber Monday. We only received 2 pairs with no explanation for the missing pair. I sent an email over the weekend but did not get a response. When I called yesterday, after waiting on hold for 35 minutes, I was informed that the missing pair was out of stock with no alternative offered. I asked if we could get the Cyber Monday discount on a different pair, but was denied. The customer service representative simply apologized and said there was nothing they could do. This was frustrating as had I known about the stock issue, I could have taken advantage of other sales that day. My name is Lauren D. and the order number is [redacted]1.

Hello, I am feeling very frustrated. I've made two attempts to complete my order. I began the process on Black Friday, applied the code HOLIDAY30, and finished my purchase using PayPal. As I haven't received my order yet, on the following Monday, I noticed that everything was still in my cart without any order placed. Thinking I might have made an error, I repeated the process, this time using my debit card, and received a message that my items would arrive by Wednesday. However, they did not arrive. Upon logging in again, I found that everything was still sitting in my cart. While I am not in urgent need of these items, I am very frustrated that the sale has ended, and I am now unable to purchase them at the same discounted price. I would appreciate any assistance you can provide in resolving this issue.

I made a purchase on 12-6-[redacted] using my Visa account. I have already contacted Visa about this order. I have not received any email confirmation about the order from your company. There is no tracking information available for this order on your website. I attempted to reach out to your corporate office but was unable to get through. I request a prompt response regarding this order today. If I do not hear from you, I will have to contact my bank to stop the payment for this order. This was intended as a Christmas gift, and it's crucial for me to know when it will be delivered since I have paid for the Tom slippers. Kindly reach out to me today with the necessary information, or I will have to cancel the payment, and I will not consider making any future purchases from Tom's. The situation is frustrating for me.

I have submitted three complaints to TOMS through their website concerning an issue with my rewards points. I contacted them on 2/11, 2/15, and today, 2/19. Despite receiving a generic email assuring me someone would contact me, no one has followed up with me. Consequently, two thirds of my original order are no longer available on the website. The lack of responsiveness and concern for customer inquiries has led me to reconsider patronizing your company. I tried calling the corporate offices and customer service line but was greeted with unhelpful menu options. The difficulty in reaching you reflects poorly on your customer service. Your actions have made me feel undervalued as a customer, prompting me to seek alternatives for my future purchases. Thank you for the clear message you have conveyed.

I recently bought a pair of men's Hawthorne "waterproof" boots, and they completely fell apart after only 4 months. I work for a store that sells TOMS shoes and I wanted to recommend them to customers for their quality and charitable donations. Unfortunately, the "waterproof" Hawthorns didn't hold up, which makes it hard for me to endorse them honestly. I purchased them in December [redacted] as a Christmas gift, and by March [redacted], the outsole had peeled halfway off, rendering them susceptible to water. I expected them to last longer with their supposed waterproof feature. I'm hoping this was just a one-off issue with this particular pair. I would appreciate some form of reimbursement, like a refund or a replacement pair of Hawthorns. I need clarity to accurately promote TOMS shoes to my customers and understand if this issue is common or a rare manufacturing flaw. I appreciate your attention to this matter. Thank you. -K. C.

I bought a pair of Toms black coated canvas Avalon slip-on shoes on April 26, [redacted], from DSW. After wearing them a few times, the sole of the shoes is separating in two different areas on both sides. Since I have worn them, I cannot return them to DSW for a refund or exchange. I think these shoes are defective. I've been buying Toms for over 6 years and never had any issues before. Since these shoes are only a few days old, I would like them replaced or get a refund. I've been trying all day to contact your customer service department without success. Please have someone get in touch with me at the email address provided or call me at [redacted]. Thank you. Best regards, CC

I bought black shaggy sneakers (booties) on August 13th, and my order was accepted. The next day (August 14th), I received an email confirming the shipment, but tracking didn't show anything. After a long wait for customer service chat, I was informed my shoes were out of order. I called again, and another person told me the same. Annoyed by conflicting information, I was passed to someone in Texas who said my order was being prepared. However, the next day (August 15th), there was no update. Frantically calling to confirm my order, I was given a UPS tracking number but saw it was just ready to ship on TOMS website. Now (August 16th), after multiple errors and terrible service, I am filing a complaint. Checking reviews, I see many negative experiences with TOMS. I demand my order to be shipped promptly and will not shop here again.

Order #:[redacted]0, Order Date: Nov 7 Hello, I placed an order for two pairs of Toms on November 6th, with an estimated delivery time of 3 to 5 days. However, I was surprised to receive an email from customer service stating that the new estimated delivery date is November 16th. The problem is, I have to leave on November 15th, and I am currently staying in a hotel, so I won't be able to receive the package. I would like to provide an alternative address for delivery or have the package shipped to me overseas. If changing the address is not possible, I request that the order be canceled, and a refund issued promptly. This is urgent, and I appreciate if you could prioritize this matter. I tried reaching out on Twitter, but the responses were not helpful as they only directed me to FAQs that do not address my specific situation. Thank you for your assistance.

Hi Toms, I have been a loyal customer with a history of purchases, but the recent change to your rewards points system is disheartening. I used to enjoy benefits like free shipping, which have now been taken away. Despite having [redacted] points under the new system, I am still only a bronze member and cannot utilize most of my points. This change feels unfair and complicates the reward process. I value your products, but this update seems overly profit-driven. Rewards programs should reward loyal customers with tangible benefits. Until you reconsider this system and make all points equally valuable or revert to the old system, I'll be taking my business elsewhere.

I purchased two pairs of shoes on March 10, [redacted]. Despite liking them, they didn't fit. I contacted Customer Service due to COVID restrictions and was assured I could return them after the 30-day period. As a high-risk individual staying home, I recently tried to return the shoes through UPS, but the system wouldn't allow it citing the time limit. I kindly request to honor the previous agreement to waive the time restriction. I've been attempting to contact you for weeks but with long hold times. My order number is [redacted]01. Thank you. - J. Mollenhauer

I placed an order on August 8, [redacted], with the expectation of receiving it within 2-4 business days. Today, I received an email informing me of a delay in delivery. Unfortunately, I am relocating from Canada on August 16, and the tracking information suggests that the package will arrive on August 17. I tried to address this issue with the call center, but they refused to assist or provide a refund. Many companies usually offer refunds for delays beyond the customer's control. I made the purchase with TOMS and hope they can help by refunding me for the late delivery. Since I won't be able to return the item in person after August 16, resolving this issue before then is crucial. My order details are as follows: Tracking #: [redacted][redacted], Order #TC[redacted]9, Ship To: Nida Furqan Mustafa, 73 Eagle Rd, Toronto, ON M8Z 4J1, Canada, Phone: [redacted].

I purchased two pairs of shoes on 8/29/[redacted] and received an email stating they were on their way with a tracking number. The tracking information showed the package was out for delivery on 9/3/[redacted] and 9/4/[redacted] but was somehow denied, even though USPS has access to my building and everyone else is receiving their packages. Since 9/4/[redacted], there have been no updates on the tracking. The original estimated delivery date was 9/9/[redacted]. I tried checking the TOMS website, but it seems to be closed. Customer service provided an unavailable number and suggested contacting them via Twitter. This experience with TOMS has been disappointing, especially since it's my first time purchasing from them. Bogus!

I bought a pair of Tom’s shoes from Nordstrom nearly 10 months ago but only started wearing them a month ago. After wearing them about four times, the front right part of the shoe tore open near the stitching across the middle front of the shoe. They are made of suede material and cost approximately $60. They are an espadrille style in Desert Taupe suede fabric. I expected better quality and longevity from such a reputable brand like Tom’s. Although they were comfortable and well-fitting, I was dismayed by the quick tear. These were my first Tom’s shoes. Despite the time that has passed since the purchase, I hope Nordstrom can consider replacing them, and I am willing to cover the shipping cost. I plan to return them so that you can see the tear firsthand and verify the minimal wear they have endured.