We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Retail Shoes

TOMS Shoes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

Customer Complaints Summary

  • 42 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/13/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 04/25/2025 order placed on this dat for 3 pairs of shoes !!! I received notification that they where delivered on 05/17 no notice of BB who was delivering then and BB I did not receive this order!! Have been trying to contact mmm anyone for help ???the total amount $65.00

    Business Response

    Date: 06/17/2025

    Hello Linda - We're sorry to hear that you've had this experience, however, we were unable to locate any orders with the provided name, email address or order number. Based on the format of the order number you provided, we believe that this purchase was not made on our official TOMS website - www.TOMS.com. If you believe that this is incorrect, please provide any additional information such as the exact date of purchase, items purchased, shipping or billing address, etc. or you can reach out to our customer service team here - https://www.toms.com/en-us/faq#contactUs 

  • Initial Complaint

    Date:04/21/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 12th I ordered shoes from Toms for $67.47. The shoes arrived November 16th. The shoes arrived damaged and I submitted a warranty claim on 11/26/24. I also spoke with a Toms representative who said the shoes could be thrown away and i would receive a reimbursement. Later that day I heard back from Toms saying I would actually need to return the shoes and that would email a prepaid shipping label. I mailed back the shoes on 12/23, but no reimbursement was ever given. I even contacted the company twice and received no response. I copied the Toms order number below but I **** have the *** tracking number from returning the shoes.

    Business Response

    Date: 04/23/2025

    Hi ******* - We're sorry to hear that you have not received your refund for this return yet. We have checked our systems and it does appear that your refund is still pending. We'll work on processing this for you and an associate from our team will reach out to you to follow up. Thank you for your patience and understanding.

  • Initial Complaint

    Date:03/10/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The order is impossible to track and the company impossible to contact. I think i have been scammed. TOMS Order No.M320250302300911068 Placed on 03/02/2025 UTC Order confirmed Hi ***** ****** We're getting your order ready to be dispatched. We will notify you when it has been shipped.View Your Order Or Vist Our Store Products ****************** ************************** Leather,7 $16.98 X1 $16.98 ********************* Leather,7 $16.98 X1 $16.98 ****************** Leather,7 $16.98 X1 $16.98 ***** Flat Chestnut Leather,7 $16.98 X1 $16.98 ***** Flat Black Leather,7 $16.98 X1 $16.98 Briella Flat Leather Metallic Gold,7 $16.98 X1 $16.98 Subtotal:$101.88 Shipping:$0.00 Discount point:-$31.90 Shipping Insurance:$0.00 Tax:$0.00 Tip:$0.00 Total:$69.98 Shipping address ***** ****** ************************************************************** ********************** ********** Billing address *************************************************************************************************************************** Need Assistance?Talk to us.We'll do everything we can to make sure you love your experience with us.Have any questions or feedback? Contact us at [ ****************** ]This email was sent by [TOMS]Order No.M320250302300911068 Placed on 03/02/2025 UTC Customer Information Shipping To Free Shipping DawnaMundis *********************************************************************************************************** Tracking Number LZ000085485JP Subtotal:$101.88 Shipping:$0.00 Discount point:-$31.90 Shipping Insurance:$0.00 Tax:$0.00 Tip:$0.00 Total:$69.98 Need Assistance?Talk to us.We'll do everything we can to make sure you love your experience with us.Have any questions or feedback? Contact us at [ ****************** ]This email was sent by [jhkygfjytu]

    Business Response

    Date: 03/12/2025

    Hi ***** We have searched our records and were unable to locate any orders or contacts to our customer service team using your name, email address and phone number. Based on the information you have provided (order number, tracking number,etc.) we believe that this purchase was not made from our site (***************************************). Additionally, the contact email address you were given (*****************************)is not associated with TOMS or any authorized partner of ours. We recommend that you reach out to the original retailer you purchased from for assistance regarding your order. 

  • Initial Complaint

    Date:01/23/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a pair of flats from the ************************** website on Dec. 20, 2024 and after receiving them realized that they ran a little big and wanted to exchange them for a half size smaller. The return policy at Toms is such that if you want a return to your original form of payment, they will charge you the $4.99 processing fee, but if you want the full refund amount you can get a store credit. Because I was exchanging for a different size, I opted for the store credit to get my full refund. I can now see with the tracking number that my return was delivered to them Dec 30, 2024. Its now January 18, ************************************************************** getting my store credit! When I called they claimed I should have gotten an email saying to the credit was applied to my account within 10 business days of them receiving my refund. I continue to check my account each day and I see no refunded amount. What a mess! Help please! Love their shoes, but will not continue to order if they cant get their supply chain operations and customer service issues worked out.

    Business Response

    Date: 01/23/2025

    We're sorry to hear that you've had this experience with receiving your store credit refund. We can confirm that your return was received, and while it typically takes 7-10 business days to process returns, it has taken us a bit longer due to the volume from the holidays. We can also confirm that one of our customer service team members was able to expedite your request and you were issued a refund on January 21, 2025. Once again, we apologize for the inconvenience and please do not hesitate to reach out to our team if you need any additional assistance.

  • Initial Complaint

    Date:12/16/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ***** on 9/20/24 ***** on 10/22/24 TOMS makes it extremely difficult (impossible) to use your store credit without contacting them at checkout. I made a purchase and had to return the shoes because they didn't fit. Since they charge you to refund your purchase to your original form of payment I unfortunately took the credit. Both times I tried to purchase, at check out I was unable to view or use my store credit. When you log into your TOMS account, your credit isn't visible anywhere. (I searched and if I missed it, it's further proof they intentionally make it difficult for customers.) In order to use my credit, I had to contact them via chat. They told me to click a button that wasn't there. When I told them that wasn't an option (I clicked every payment option without any credit showing up, only offering me ways to pay) they then gave me a code to type into the promo bar and only then, did my store credit come off of the price I owed. I have emailed them, used FB messenger and their chat feature throughout the ordering process and in trying to get my money back. At this point I'm so frustrated with their lack of transparency when it comes to accessing your credit (That is your money.) that I just want my money back. I will even pay their $4.99 fee to just get the refund to my CC and not have to continue to interact with them. Customers should have easy access to their credit. The only way I have been able to access my credit is through chat or email when they give me a code to type in to use the money. This is an added step that many customers won't do or won't know to do. You would think when logged into your account that your credit would be visible and easily accessible. That is not the case.

    Business Response

    Date: 12/18/2024

    Hi ***** - Thank you for sharing this information with us. We're sorry to hear that you've had this experience in trying to use your store credit. We are constantly trying to find ways to improve the customer experience and will be sure to share your feedback with the appropriate teams. In the meantime, we will have someone reach out to you shortly to provide a resolution. We appreciate your understanding and thank you for supporting TOMS.

    Customer Answer

    Date: 12/26/2024

     
    Better Business Bureau:

    As long as the company follows through and mails me a refund check as they have said they would, I am satisfied. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:11/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 2 pairs of boots WAAAAAAAAY BACK on Sept 23rd. To be delivered to my PO Box, your system did not reject the po box. Use the tracking number 1zb7977k0311486924 and you can see they were not delivered but returned and delivered to a loading dock on 10/08. I contacted you and boy did I get the run around!!! This is HORRIFIC customer service and I still do not have boots or my money back. I got notice they were going to resend, but HAVE THEY!?!?!? This has been going on for OVER A MONTH. HOW HARD IS IT TO RESEND!!!! I wanted these for a trip I took in Oct which obviously I did not have them for. So can ANYONE at your company take 2 minutes to look into this and tell me - AM I GETTING THEM OR ARE YOU REFUNDING MY MONEY. At this point my impression with ordering twice with your company is 50% horrible....

    Business Response

    Date: 11/26/2024

    Hi ************* very sorry to hear that you had this experience when trying to receive your order. It is not clear why the carrier was unable to deliver your order when the shipping method selected was compatible with your P.O. box. However, aside from the shipping issues with the carrier, we recognize that our team failed to properly understand the issue at hand and did not handle it in an ideal manner. From your original order, we see that a replacement was sent to you on 10/22 for one of the shoes that was still in stock. For the other pair that was no longer available, you were issued a refund on 11/14. We apologize once again for this inconvenience and hope to use this as an opportunity to improve our customer experience moving forward.

  • Initial Complaint

    Date:11/15/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I returned order TU04688050 in July 2024. Its now November 2024 and I havent received a refund. **************** has also stopped responding to my emails following up to ask where the refund is.

    Business Response

    Date: 11/15/2024

    Hi ***** - We're sorry to hear that you've experienced difficulty in receiving your refund and accessing your store credit. Looking at your case history, we can see that your order was refunded on 7/29/24 in the form of a ************************ store credit and we had confirmed this information most recently on 11/6/24. It seemed that there was a misunderstanding on our part when you had originally requested how to access your store credit, in which we subsequently provided more detailed instructions on how to use it. We see that you have since redeemed that store credit for a new order which was placed on 11/6/24.Once again, we apologize for the delay and appreciate your support of TOMS.

  • Initial Complaint

    Date:10/17/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Sept 7, 2024, I placed an order on ************************** (order #US22189004). It was damaged at the warehouse in ******. I was not notified. On Sept 18, 2024, I called and had the order ***laced (US22207363). In checking tracking today, Sept 24, 2924, the order is yet to be processed. I called the number listed on the site to cancel the order and refund my original order in full: $196.12. I also sent an email to their customer service email address. The customer service *** on the phone said they had contacted the Dallas warehouse to have the order canceled. He'd get back with me in 1-2 hours. When four hours went by, I called again and was told there is no phone number for the Dallas warehouse and that the issue was now with "upper management", a team that could not be located because they all work remotely. In the meantime, I receive a response from my email stating orders cannot be canceled or modified once placed "in an effort to get our shipments to our customers as quickly as possible". -- Their website states orders are processed within 1-3 days. That timeframe has passed. I want the order canceled and my money refunded.

    Business Response

    Date: 11/01/2024

    Hi ***** Were sorry to hear that youve had this experience ordering from our website. We understand how frustrating it can be to not only not receive your original order, but also your replacement order. Unfortunately,it appears that your replacement order was stuck in processing due to a glitch in our system that has since been resolved. However, we realize this does not excuse the lack of communication on our part. We sincerely apologize and our supervisor will be reaching out to see if you have any additional feedback to help us improve the customer experience. Thank you.

  • Initial Complaint

    Date:08/13/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased two pairs of shoes. One pair came damaged and I initiated the "warranty claim" process by phone on 8/9/2024, the same day I noticed the issue after wearing shoes one time. In order to process the claim, pictures must be submitted, a survey must be completed, then a 7-10 business day review process must take place and finally a judgement will be issued. I am upset because the shoe is defective and the process to obtain a new pair of shoes is unreasonable at best. I also informed the customer service representative by phone that the shoes appeared to had been worn already as they came in an unlabeled box and came without inserts inside the shoes, which was different than the other pair I received, which happened to be identical, just a different color. Pictures have been submitted to the company. The survey has been completed as well. I would love to engage in a discourse with TOMS around this business practice and come to a reasonable resolution that doesn't leave me without shoes for 2-3 weeks. I buy from TOMS because they offer sustainable products and this resolution process simply discourages repeat business when a simple, resolvable issue arises from a repeat customer like myself (and others).

    Business Response

    Date: 11/20/2024

    We're sorry to hear that you've had this experience with our customer service team. We agree that this process could have been handled differently as you received the shoes damaged and this issue should have been resolved more efficiently. We can confirm hat you were issued a store credit on 8/23/24, which was then used to place a replacement order on the same day. If this is not accurate or you have any other questions, please reach out to us at ****************. We're available Mon-Fri, 8am-5pm PST. We greatly appreciate your feedback as it will allow us to improve our customers' experiences.

  • Initial Complaint

    Date:06/27/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I order eights shoes two different size and I return the four pairs. The problem arise when two pairs of shoes were not received and I keep calling and email the company with no answer. I made the order in January until this day I have not heard back from the company.

    Business Response

    Date: 07/03/2024

    Hi ******* - We're sorry to hear about the issues of receiving your refund. It appears that there was some confusion about what was owed to you, but we will have someone reach out to resolve this matter. Thank you for your patience!

TOMS Shoes is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.