Many customers describe slow or missing refunds, repeated order cancellations, and added fees for returns. Several reviews mention products failing, including soles separating, hinges breaking, and sizing that varies between pairs. A smaller group reports fast help and says some styles are comfortable and well made. Multiple accounts also cite heavy promotional emailing and checkout problems on the website.
Examples from available reviews (May 2014 – Mar 2026).
Refunds were slow and customer service responses were inadequate.
“Horrible customer service - ridiculous timeline to credit original form of payment after shoes returned.”
Sole delaminated after only a few wears, rendering shoes unusable.
“the entire sole has peeled away from the shoe.”
Company repeatedly emails without an unsubscribe option.
“there is no unsubscribe link in their emails.”
Customer service responded promptly and processed my refund successfully.
“Contacted customer service and got a response the same day.”
Many reviews describe order processing problems. Customers mention canceled orders, returns that required printing, and refunds that were delayed or never sent. A small number of reviewers report same-day replies and refunds that went through.
Several reviewers link lower value to restocking fees, return shipping costs, and shipping deductions that were not refunded. Inconsistent sizing and early product failures also make purchases feel less worth it. Few reviews use the word “value,” but the point comes through in the service and quality complaints.
Some shoppers ran into website and checkout issues that blocked purchases, returns, or e-gift transactions. Others report delivery problems and address mistakes with little or no follow-up. These problems made ordering and getting refunds take more work.
Reviews describe failures such as soles coming apart, espadrille midsoles separating, and sunglasses breaking at the hinge. Several people mention sizing differences between the same items and say warranty claims were denied despite visible defects. A minority praise certain styles for comfort and material quality.
Many reviewers say they received repeated promotional emails and could not unsubscribe. Some describe customer support as unresponsive or evasive, and one mentions an internal remark that was exposed. A few customers report clear, helpful messages that fixed shipping or cost problems.
Reviews contrast unresolved post-purchase problems with a handful of cases that ended well. Complaints focus on returns, refunds, and early product failures. Positive notes point to quick support and comfortable, well-made items.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · resellerratings.com (15) · consumeraffairs.com (10) · Quotes shortened · As of: March 2026
Customer service required long holds and delayed return refunds weeks.
“This is the worst customer service I have EVER experienced.”
Multiple ordering errors and poor support ruined using a gift card.
“I have had the worst most annoying experience ever with TOMS shoes.”
Website glitches and costly address changes led to negative impressions.
“Customer service is the worst of all the companies I have dealt with.”
Return processed incorrectly with zero refund and long delays.
“refund as $0.00 (should have been $108)!”
Unable to initiate a return due to website and support failures.
“the return option would not work.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
TOMS is a U.S. footwear and accessories company founded in 2006. It designs and sells shoes such as slip-ons, espadrilles, boots, sandals, and other casual styles. TOMS sells through its website, company-owned stores, and wholesale retail partners. The lineup also includes sunglasses and some apparel. Online product pages usually list materials, sizing details, and care instructions.