"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. "

"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. "

"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... "

"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. "

"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.
SAME CHECKOUT PROBLEMS!
I wanted my money back after all of this hassle. THEY REFUSED. HORRIBLE CUSTOMER SERVICE. HORRIBLE WEBSITE."

"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!!!"

"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!"

"What a disappointment in dealing with TOMS. I understand they work for a good cause and that is why I was trying to order from them for the first time. But I will not do it again. I tried to change an order less than five minutes after I had made it. They just will not change the order under any circumstance, so that I will have to pay for shipping to return it. Changing orders immediately after they were made is a common practice among good stores. Too bad for TOMS. They need to catch up with time and improve its customer service."

"Accidentally ordered the wrong size shoe, immediately contacted customer service to try and cancel the order (order was still processing, this was literally within 2 minutes). Customer service rep said that they cannot cancel or modify orders after they have been placed. Now I need to wait for the wrong size shoe to get delivered, ship it back, and request the right size. This is absolutely ridiculous."

"I'm so frustrated. I ordered a pair of boots off the website 5 days ago and the status says it is still processing. TOMS got paid immediately but still haven't shipped my shoes. WOW, seems like a a shady operation to me, they get my money I don't get my shoes. I don't think I'll support this company anymore.
"

"This is the worst customer service I have EVER experienced. I will not be buying from them again. I got a pair of shoes as a gift that were incorrect. I had to call to be able to return them, I was on hold for over 30 minutes. They said they would be sending me a return shipping label which I never got. I called again, and was on the phone for another 30 minutes. Still no shipping label. I called a third time and talked to a manager and finally got in. I put the shoes in the mail a week later. Four weeks went by and I still did not have a credit on my account, or a refund. I had to call once again to see if they got the shoes. And all she said "Oh yea, those were processed a while ago." She ordered me the correct shoes, said she would send me a order confirmation email which I never received. I asked for it to be linked to my online account so I could see that status. I had to rep tell me that she could do it, and it could take up to 24 hours for it to appear. It never did, talked to another rep that said it was impossible to link it to my account. I will never purchase from them again. As much as I like the shoes, there customer service ruined it. I asked to have someone call me about all of this and of course that never happened. I am to the point that I want to send my shoes back because of all of this."

"I have had the worst most annoying experience ever with TOMS shoes. I received a gift card for my birthday.... tried to use it online, didn't work - OK sometimes technological problems happen so I called and placed my order over the phone, piece of cake. Received the shoes and they did not fit...sent them back and received confirmation that they were received.. well since I had to order over the phone the refund for the return was not put back to my online account so to use my gift card I had to call over the phone and order once again. I placed an order over the phone.... the girl I was speaking with did not treat me like I expect to be treated being a customer but whatever I placed the order an hung up. About 2 minutes later I received a confirmation email and the shoes ordered were not the shoes I requested. I immediately called back and said whoa, those were not the shoes I ordered and I received the response "sorry, once the order is placed you can't cancel" umm I do not want to cancel I just want the shoes I requested to be ordered! The rep then tells me I have to wait to get my shoes, then send them back, then once the shoes are returned I can call back to order the shoes I wanted. ARE YOU KIDDING ME?! It was the reps fault not mine, so I being EXTREMELY frustrated said whatever and hung up. After pondering for about 10 minutes I decided no way, I should be able to change my order to the shoes that I said I wanted so I called back and asked to talk to a supervisor... the girl I spoke with this time tells me all supervisors are busy but will get right back to me and took my number. Well that was Friday August 1st and I still have not heard from any customer service rep since. TOMS supposedly a "charity" organization sure does not value their customers satisfaction ... which then makes me wonder how the "one for one" works when the customer is not even happy! Once I finally get the shoes I want, with the luck I had will be hopefully be by September I will never be ordering from TOMS again."

"Totally changed my perception of TOMS two days after I ordered a pair. Customer service is the worst of all the companies I have dealt with. The website is glitchy when you place an order and they charge you money to make changes to your address even though it would be returned to them if the address is wrong. Overall very negative impression. One for One seems more like a marketing strategy than any charity when they can't help their own customers. Charity starts at home after all. Would be returning the order irrespective."

"Worst customer "service" on the planet. I returned two pairs of shoes, using Toms return authorization form, USPS with tracking. The return was delivered and I received an email the next day acknowledging the return complete but listing the refund as $0.00 (should have been $108)! I called immediately and after a very long wait finally spoke to a customer service rep who had no idea what the problem was but said that it was probably a problem with their new software and that the refund should be processed in the next week or so. Two weeks later, the refund hadn't arrived and I checked on their website and found that the return was listed as "incomplete," whatever that means. I sent an email, as it was the weekend and their customer service is only open 8-5 PST Monday through Friday. I immediately got a robo acknowledgement but after three days still no response. So I called customer service again, spoke to a new rep, who still had no idea what the problem was, kicked the problem up too "headquarters," from whom I'm supposed too hear "in a week." I asked to speak to the returns department directly, was told that's impossible. I asked to speak to a supervisor directly an was told that no supervisor was available, but she'd put in a request for a supervisor to call me. Still waiting. Oh, on top of everything, the "Live Chat with Customer Service" link on the website is dead. Don't buy Toms shoes if you want to be treated like a customer."

"I tried to return a pair of Toms shoes that were too big for me. I followed the directions and went under "My Account" and then to "My Orders" but then the return option would not work. I called the customer support line and got put on hold 30 minutes, then hung up on. I emailed Toms.com support and my email got bounced back with the following message:

Delivery has failed to these recipients or groups:

****@****
The email address you entered couldn't be found.

REALLY??? REALLY??? All I want to do is return a pair of $59 shoes that flop on my feet because the fit is horrible!!! I've had Payless flats that fit better- NO JOKE"