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
Size ran small and return fees made purchase poor value.
“Size 8 was like a size 7.”
TOMS treated an item as final sale despite no disclosure.
“The company is calling the shoe a final sale item!”
Package marked delivered to wrong location and TOMS did not respond.
“Fed-ex showed delivered but looking at the delivery picture, it is definitely not my front door”
Orders were confirmed then canceled without explanation twice.
“the order was canceled”
Return required printing, incurred restocking fee, and refund delayed weeks.
“It’s now been four weeks and I still haven’t received my refund.”
Sole delaminated after only a few wears, rendering shoes unusable.
“the entire sole has peeled away from the shoe.”
Company charges shipping and refuses refunds or price adjustments.
“they have a no refund policy.”
One of two same-size shoes fit large and return incurred a restocking fee.
“I’m slapped with a “re-stocking” fee to return them!?”
Espadrille sole separated after limited wear and warranty was denied.
“the middle loft the Espadrille is separating..”
Refunds were slow and customer service responses were inadequate.
“Horrible customer service - ridiculous timeline to credit original form of payment after shoes returned.”
Returned shoes received but refund delayed with slow responses.
“it will be 10 days before I see my refund.”
Three 'size 8' pairs varied in size and refunds delayed.
“the three were different sizes”
Customer service ignored refund requests and delayed refunds for a month.
“They have ignored my messages and have not issued my refund”
Customer service responded promptly and processed my refund successfully.
“Contacted customer service and got a response the same day.”
Boot made clicking noise but warranty claim was denied.
“they won’t do anything about it.”
Return fees and long refund delays caused a terrible direct ordering experience.
“Will never order direct again”
Company repeatedly emails without an unsubscribe option.
“there is no unsubscribe link in their emails.”
Company sends multiple daily emails with no unsubscribe option.
“I get 5 or more emails from them A DAY.”
Heels were comfortable, high quality, and delivered quickly.
“Very comfortable. Suede interior. High quality.”
Sunglasses repeatedly broke at the hinge and were not durable.
“they will break at the hinge.”
Orders were repeatedly canceled without explanation and customer service was unhelpful.
“Order US22558547 was canceled because of unforeseen circumstances and your payment has been voided”
Received wrong size and refund was reduced by unjust shipping charge.
“they deducted $14.99 for a shipping cost which I never paid”
Refunds are slow and customer support gives evasive responses.
“Good luck receiving a refund after you return an item!”
Company refused a return despite item being unworn and dislike.
“Sorry we don't accept returns on the sales.”
Order processing and refund handling were chaotic and unresolved.
“here I am still trying to get a refund.”
Company failed to correct an address error and offered poor support.
“they couldn't cancel the error”
Refund for a returned order has not been received and responses stopped.
“I still haven’t been refunded for an order I returned in June.”
Warranty claim denied due to order age and only discount offered.
“we are unable to replace or refund your item.”
Customer service repeatedly failed to process a promised small refund.
“I’ll contact my bank to retrieve the money TOMS promised.”
Shipping delays and poor communication, but company eventually provided boots free.
“Tom’s ended up giving me the boots at no charge.”
Company accidentally exposed internal insulting remark via reply-all.
“Let’s leave it alone. He’s insane.”
Received unsolicited emails repeatedly and unsubscribe requests failed.
“we are being bombarded with unsolicited advertising emails from Tom's”
Website issues and confusing store-credit policy caused ordering problems.
“The ease of use of their website is non existent!”
Warranty claim denied despite obvious defect in heel.
“protruding finger-like hole coming from the heel of the shoe”
Checkout pages crashed and company refused refunds or exchanges.
“Checkout pages do not work.”
Website and system failures prevented purchasing e-gift cards.
“the "Continue" button didn't work on multiple browsers”
Order delayed and customer service repeatedly failed to resolve the issue.
“Is there anyone out there who cares? Or is this just the way Tom's does things?”
Company refused to change an order immediately after purchase.
“They just will not change the order under any circumstance”
Customer service would not cancel or modify an order placed minutes earlier.
“they cannot cancel or modify orders after they have been placed.”
Order processed but still listed as processing and not shipped.
“TOMS got paid immediately but still haven't shipped my shoes.”
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.