“Ordered a pair of trainers and paid express delivery next day charge, 8 days later and no parcel! All the helpline say is cannot refund the charge as received my order? Worst customer service ever and will never use them again, misleading customers to say the least.”
“Kept sending me unwanted emails after my purchase. Email reads "15% discount will only be sent if your review is published and can only be used in one online or store transaction. Your discount will be valid for 90 days from the publication of your review. note: This email is for information only. Please do not reply as this account is not monitored"”
“Internet transaction was very poorly…
Internet transaction was very poorly with Schuh (6th March 2021). I have made a payment for a pair of trainers, for which the process did not take more than 2 minutes. The payment "timed out", no confirmation of the order but transaction was made on my credit card. The Schuh's "Live" online customer service was not helpful at all. I have to wait apparently up to 5 days to get my money back only then to make another order.
Schuh - this is not acceptable customer service, or online shopping protocol, where you can't get even 2 minutes to complete your order, or get some timed warning to complete the order by certain time!
I would NOT recommend using Schuh online services, unless they make improvements.
Terrible experience, even worse customer service...
No stars!!”
“Terrible service,I have returned one item more than ten days ago because its too small and they even didnt send email since than,the other shoes are faulty,my big toe finger is blue after wearing them,but they dont care about it...I am sure I am not buying from them anymore 😨🤮”
“Delivery service was excellent but not impressed that I had to pay over £6 to return the boots. This was second class too ! In these times, when it is not safe to return to stores, you would think that Schuh would offer free returns like other high street brands.”
“Special 80th edition bugs bunny converse arrived in appalling box. Its literally falling apart. Customer service offered a £5 partial refund but when the box is part and parcel of a gift the last thing you want is box in such disgusting battered condition.”
“I purchased shoes from a different company with a similar name and accidentally returned them to this company, they posted the shoes back to me which they didn't have to do. Their customer service on Facebook was friendly and quick so I appreciate this and felt compelled to leave a review.”
“Mum purchased an item in store to be delivered to the house on the 3rd of this month. It's the 10th and it's not arrived despite me being home the whole time. We have no. Idea if the item is on its way, delayed or missing as no tracking info was giving.
Customer service phone also are not answering”
“I have received a pair of a trainers, after one week having paid for express shipping bearing no tags and suede on the toe cap on a pretty battered up condition.
Despite the staff being helpful, I paid an amount to have a pair of trainers delivered in a certain amount of days, condition new, I instead received a pair with no tags, bad condition after a week. Having spoken with a friend in adidas international, receiving adidas trainers advertised as new with no tags is not acceptable in any case, regardless of the size of the reseller and even advised me to take it up with adidas.
Yes I have been offered a refund, however why order with a company and then bearing the cost of a refund and having to wait for 15 days to get a refund, if the shoe turns up in that condition and according to them being the normal state of shoes they ship out. I have never even from ebay received a pair of trainers in the state of what shuh has delivered.
No thanks, my advise scroll past and avoid any hustles.”
“I have received a pair of a trainers, after one week having paid for 2-3 day express shipping bearing no tags and suede on the toe cap on a pretty battered up condition.
Despite the staff being helpful, I paid an amount to have a pair of trainers delivered in a certain amount of days, condition new, I instead received a pair with no tags, bad condition after a week. Having spoken with a friend in adidas international, receiving adidas trainers advertised as new with no tags is not acceptable in any case, regardless of the size of the reseller and even advised me to take it up with adidas.
Yes I have been offered a refund, however why order with a company and then bearing the cost of a refund and having to wait for 15 days to get a refund, if the shoe turns up in that condition and according to them being the normal state of shoes they ship out. I have never even from ebay received a pair of trainers in the state of what shuh has delivered.
No thanks, my advise scroll past and avoid any hustles.”
“Awful their customer service is so bad I bought trainers that were faulty after two weeks the heal had worn away exposing the plastic liner that cut away at my heal causing a significant injury. Due to Covid they said not to worry if there was a delay in return. I returned them and they refused a refund. These guys are cowboys of the shoe world don't deal with them go somewhere else!”
“Hands down the worst shopping experience of my life... first time shopping with this company and definitely will be the last.. do not have a good word to say about this company!!! I ordered 2 pairs of shoes from this company for my son for school. Neither pair was suitable so I returned both pairs together in same package via royal mail- royal mail return was 11pounds as this was due to being medium size parcel and insured up to 100poinds to cover the value of shoes.
Schuh recieved my return and emailed me to confirm this- the first mistake was them stating it was returned via collect plus and they were going to deduct 2.50 from my return. I emailed to say this was not my method of return- they apologised and refunded me the 2.50.
Then I noticed they only refunded for one pair.... I contacted them to confirm when other refund was being processed- they stated they only recieved 1 pair??? This is not possible as I know what I sent.. 2 pairs together. After several emails saying they are not at fault- saying stock levels show other pair not received. At this point I'm very frustrated as I still am waiting on 50pounds return. I provided my proof of postage thinking this will resolve this matter but NO!!! Still trying to get out of it and keep my money!!!! They said weight on receipt shows 1.56kg so that means only 1 pair returned!!! I asked during your investigation of this what did my shoes weigh?? They could not provide this information... so how did they come to this conclusion that other pair was not returned??? They are saying an average pair of shoes weigh 1kg.... I said an average does not reflect onto my case and I wanted this investigated further and to speak to manager!!! I said the both pair of shoes I returned should of been weighed to get true figures not just calming off my complaint and trying to keep my money... waiting on making a call today to try again to get this resolved. One week later stressful week- making emails and calls in between working all”
“Schuh Cardiff beach, staff member called rhian spoke to coworkers like dirt! Really felt for the staff at this branch! Think she actually had a branch up her arse! Will not return! Nobody deserves to be treated in this manner!”
“I visited one of your Edinburgh branches today, and I must say that I left embarrassed. As soon as I entered your shop one of your employees shouted in front of everybody "where is your mask?" in a rude manner. I cannot wear face masks as I have a respiratory condition and suffer of anxiety and ptsd and when I wear a mask I am more likely to get a panic attack. I understand that your employees are doing what the managers tell them to do and it's not their fault, but I would advise you to give a better training to your staff because that is just going to put customers off.
I won't buy anymore from your shops, that's fore sure.”
“Placed an order for next day delivery. A week later it had not been dispatched. I contacted to ask why? I was told it was still in the warehouse, the warehouse was closed at the moment and they have no idea when it will be open so I asked them to cancel order and give me a refund. They refunded me and the next day order arrived at my house. Then they mailed me telling me to return the order to the post office or pay them for it by bank transfer. As I am in Ireland It would cost me money to transfer money through the bank to the UK so I asked for their PayPal. They didn't reply to this message. Then 3 months after their credit control team send me a email saying I requested a refund and by their records my order was delivered and action I need to take action to pay for it or return it in 14 days. I paid for it, sent them the transaction ID. Asked for receipt of payment and again got no reply!!! Total mess up of my order and Would never order again from here.”
“What Schuh don't tell you is that if you're not home when the driver calls, you don't get a second chance, they take it to a store where you have to collect it.
This happens even after telling UPS (vis their own website) to leave in a safe place.
Schuh customer services contacted, but they were not interested in the slightest.
Awful service”
