Unless you know for sure what your size will be and that you do not want to return them do not buy. You have to pay for the return shipping of your items. They justify it by saying "if its the wrong size, process a store credit instead and we will not charge for shipping" they do not have a smaller size in stock (or available for that matter (I need sz 4.5) Wont be ordering online EVER again! Tip for consumers:Tried to leave a review on the website but couldn't... seems shady. Products used:None - returned both shoes Value ReturnsI ordered 2 pairs of shoes the morning of Feb 29. Late afternoon I received a text telling me that if I ordered shoes on the 29th, I could get 29% off. The customer service rep told me it was too bad I ordered before 4:09 when the text came out. I will not order from TOMS again. Products used:Shoes Service Value Shipping QualityI would leave 0 stars if I could. I spent almost 70 bucks on these shoes and even ordered a size up. They are so small and tight that my foot won't even fit in them. Ridiculous! Customer service is a joke and after being hung up on multiple times, they refused to issue me a refund because the time limit has passed! Do not buy these shoes! They are made incorrectly! I will never do business with Toms again! Service Value Returns QualityDefinitely had the best customer experience ever! So here is what happened, I ordered boots and they were delivered to the apartment building where I live according to UPS but it looks like they were stolen. I was really upset, so I called TOMS customer service to let them know that I haven't find my boots in front of the building. The lady that I spoke too did not hesitate and immediately put credit on my account and reordered another pair of boots so I got them for free. I was impressed the way TOMS takes care of their customers. I will be TOMS forever customer, not to mention that the quality of their shoes is really good. Can't wait to get some summer shoes this year. Cheers to TOMS! QualityI bought boots half a size smaller than my usual shoe size after reading the suggestion on TOMS website. The boots came in and are too small! I called customer service to get a free return (something they don't offer to their Canadian customers, just so you know) and they told me I'd have to pay for my own shipping back which was upsetting (and close to $30). They told me I should've checked their size chart before ordering. Why do they add info about buying smaller if you have to double check with the shoe size anyways? I won't buy from Toms again. Service Value Shipping ReturnsThe shoes are super comfy and I love the fact they have give a pair to a child in need ❤️ Their customer service is on point, especially the online chat! They are almost too friendly (if that's even possible)I've ordered 3 pairs of sneaker, once arrived tried them on briefly, they seemed fine so thru out packaging and tags. After a short walk to shops my heels are damaged and started bleeding. Now for returns customer service repetitively asking for packaging and tags which I can't retrieve. Even tho I Cleary stated I no longer have it. Not happy with shoe quality or customer service Tip for consumers:Don't order from them Products used:Multiple pair of sneakers Service Value Shipping Returns QualityI ordered 2 pairs of shoes, I never received them it says not deliverable address. UPS returned back to Toms on 3-25-22 its is now 4-27-22 no refund and no way to contact Toms no chat available and phone # doesn't work. Worse decision I ever made to order shoes from Tom's so upset. I had to give at least 1 star or I would of done none HORRIBLE EXPERIENCE Tip for consumers:A contact number, email, chat to contact customer service support Products used:Shoes that didn't fit and now I am out $150 because I never received package that was sent back to Toms by ups over 1 month ago. No communication from Tom's horribleMy sister and I have several pairs of toms shoes, they are cute, fun and stylish. What we love most about this site or company is what they bring to their company other than making profit for themselves, they bring joy to children who can't afford a pair of shoes. (Every time you buy a pair of shoes, a pair is donated to a child in need) They now sunglasses and for every pair purchased, the gift of site is given to a person in need. Awesome company.:) MMOn the Tom's website under return policy it states that you can return shoes for a refund within 70 days as long as they were not worn etc. But customer service says 30 days from when you ordered. They are very difficult to talk to and refuse to honor their policy that is stated on their website. Will not order from Toms again. They refuse to refund my money. Said they will give me a store credit thus is not what their written policy says. Horrible customer serviceI ordered two pairs of shoes while they were having a 70% off deal. I've never had toms so I was excited. Few days later, I find out that my shoes are no longer coming to me because the address was wrong. It's not wrong, as it was even corrected to fit the format better. I got a text to an invalid link saying that's how I could fix my issue. Now the package is on its way back and I have no way of redirecting it since USPS won't allow me. They told me to reorder my items even though they're sold out now. $#*! TOMS.I wish I would have read these reviews before my purchase! My other Tom's shoes have been bought thru ZAPPOS which is a GREAT company. TOMS IS A TERRIBLE COMPANY! I was past the 90 days and they wouldn't give me a store credit to get the shoes in a larger size! I cannot even get my foot into these boots! Now I'm stuck with an expensive pair of shoes that I cannot even get my feet into! I'm used to Zappos 1 year return policy so I never imagined that they would have a 90 day return policy. I would NOT recommend this company. Their Customer service is the worst! Tip for consumers:Wouldn’t make an exception on 90 day return policy even though I can’t even get my feet in these shoes Products used:Tom’s customer service is the worst. Do not buy from this company! Service Value Shipping Returns QualityOn top of having bad customer service, they were inconsiderate. I only had the shoes for two months and when I cleaned the shoes with the foaming toms shoe cleaner my shoes FADED. They refused to replace or refund. Will not be purchasing for Toms again. Very Inconsiderate of them especially when you have been purchasing from them for a while.I bought shoes 2 months ago, I wear them occasionally and they already have big rips in them. Customer service won't answer. Service Value Returns QualityPLEASE read all of the bad reviews before buying from this company. Firstly, their alpargatas are awful. There'e a reason that you see so few of them around these days. They are so small, so tight, and not healthy for anyone's feet. I've worn an US Women's 8.5 for almost my entire life. I've bought so many shoes in that size with no issues, but Toms are different. The soles are SO narrow and the tops are SO tight. I couldn't even get my foot inside! The soles to be 50% wider to even accommodate the average foot and not be a binding nightmare. The length of the shoe was almost normal, but if it hadn't been for that I would've assumed that I'd accidentally gotten a child's size. Beyond that, customer service is awful. I don't mean rude, and I don't blame the customer service employees for just doing what they're told. I mean that their policies are trash. NO alterations to orders that you JUST placed, NO price adjustments (even when their website mysteriously removes your 15% coupon during the last step, as happened to me), NO refunds, NO free returns, NO wiggle room, NO anything. Lots of sketchy stuff such as the free shipping minimum changing depending on what computer you're on. I have included pictures of my soon-to-be-donated size 8.5 Toms in comparison to the soles of my well-loved 8.5 Converse and 8.5 Bobs. Please consider carefully whether or not these will even fit you before buying, because returns aren't allowed on most items and cost $7.50 on the rest! Oh yeah, and their socks are really tiny and ridiculous too. Products used:Shoes, socksI bought these boots 4 months ago and hardly wear them. The heel on the right shoe broke off while I was at work. For boots that are nearly $200 dollars, I expect better quality.They received my return 12/30 and im still waiting for a refund! I've contacted them on FACEBOOK, TWITTER, CHAT ON THEIR WEBSITE IVE CALLED CUSTOMER SERVICE AND THEY ACTUALLY HUNG UP ON ME! THEY KEEP SAYING 7-10 BUSINESS DAYS IN THEIR GENERIC RESPONSE TO ME, IVE ALSO PUT IN A DUSPUTE WITH AFTERPAY STILL WAITING! DO NOT ORDER FROM THEM! THEIR SHOES SUCK AS WELL POOR QUALITY Tip for consumers:DONT DO IT Products used:Shoes. Good luck waited a month to get them and the same for a refund Service Value Shipping Returns QualityBad,bad, bad customer service. My money is gone and I have no shoes coming. I will take this up with my bank but this will be a hassle. I always thought Tom's was a respectable company. Don't be fooled! It is now November 30 2022 and I placed my order on November 21 2022 from the Australian website. They say my order hasn't been fulfilled because they have been so busy. 9 days and counting? No way! Don't be fooled! Don't place an order with the official Tom's shoes website in Australia. Save your money to buy shoes elsewhere.I placed an order for 2 pairs of shoes for my Granddaughter early this morning, so early that Tom's was not even open on the west coast yet. (I'm on the east coast) When I got the email confirmation I noticed that one was not the style I wanted (it came either as a bee or penguin. I wanted bee. They are sending penguin) so I immediately tried to call to see if I could change it but they were not open as yet. I waited until they were open and spent an hour on hold listening to how much they care about me and all the good charitable things they do worldwide. A nice young woman finally answers and after checking tells me that my order has been confirmed and there is no way she can change it! What! Within 2 hours of placing and I'm out of luck. I have more than a dozen Tom's shoes in my closet but this will make me rethink purchasing from them in the future. They have some of the slowest shipping I have ever experienced and yet they can't make a small change in the order within 2 hours of it being placed? I give 5 stars to the shoes but subtracted 3 for bad customer service. Tip for consumers:Triple check your order as they will not change it even if you call immediately after placing. Products used:Shoes Service Value Shipping Returns Quality$54 to return a $70 pair of sandals from Montreal. Sorry mam, no free return in Canada. See small print on our web site... never again. Tip for consumers:sandals. no refund possible from Canada. Up to $54 to return from Montreal. Products used:sandals. no refund possible from Canada. Up to $54 to return from Montreal. Service Value Shipping Returns QualityBought a pair of wedges that were worn a handful of times, paid $25 for soles to be glued, it separated again. They declined to offer anything, and hung up on me while I was still talking. What a disappointment!I bought some shoes and despite the size guide they did not fit. When trying to return it has been a complete nightmare. The return portal said my order number didn't exist. And then your only option is to ship them back … so now I have paid $40 (both shipping fees) for shoes I cannot wear. The place I need to ship to is 20 minutes away so I could save shipping fees if I could drop off but when I arrived there they will not take returns. Never will I support this company in stores or on line! Tip for consumers:If you are not American I would not buy from this company Products used:Shoes Service Value Shipping ReturnsBought three pairs of shoes one matching pair for my daughter and myself, they came is and the style was poorly thought out the sole is so high doesn't give enough space for your foot to fit comfortable. Went to return it to find out that there's no free return in Canada. So I went to the post office and it cost me 33.00 to return the shoes what a waste of my money, will never buy again from toms online or toms for that matter. I called customer service to see if there the anything they can do and they simply said nope sorry. All companies should offer free returns it there is no physical store available for returns! Tip for consumers:Don’t buy online, returns are not free Products used:One pair of shoes I kept Service Value Shipping Returns QualityI needed to return 2 pairs of shoes online because they were too small. When asked on the form how I would like the refund, by original payment, credit card or on store credit, I answered store credit. I received an email that said the shoes were received after I returned them, and that my original form of payment would be credited. I called Customer Service and asked that instead of that, but I'd be issued a store credit like I requested. Even though I explained that I do not have that card anymore, which was kind of like a gift card credit card, and would they please honor what was originally requested. While the person on the phone was patient and did check on it with someone else, they said nothing could be done. I asked if they were able to issue a store credit anyway since that is what I put on the return form. No. Not great customer service. This was my first and last time to to buy Toms online for sure. Tip for consumers:Don’t order online Products used:Shoes Service Shipping ReturnsAfter waiting 4 weeks, 2 shipments, one FedEx lost transfer to USPS, the other went to an address I haven't resided in in two years and I got to pay to have someone reship them to me, and my size 9 shoes are a size 11 in the box. Call to get a replacement and I'm told I have to wait 7-10 days to get my refund and then I can reorder. WHAT? This is your quality issue. Your rep should have immediately place another order and shipped overnight on your dime. He said he placed the order but I really believe that was a line of garbage. Haven't seen any confirmation I'll get the right ones. Service Value Shipping Returns