"Frustrating and unhelpful"

Trued to order online but would not allow payment. Contacted customer services who could not complete the order either and promised to investigate problem and ring back in an hour. They did not. Got a call at 16.26 but rung off after 3 rings so could not answer. Rung number straight away but hot message that service was now shut fir the day. Than got a message that if I still wanted to buy product that should go online. I did this today and still not able to complete purchase. Clearly the item isn't actually available but Schuh are using it to draw customers online. Accordingly I have deleted my account with them. I've shopped with them over many years but the service has got worse and I am taking my custom elsewhere. I will not go into their shops either. Save uiurself the hassle and do the same. Truly appalling customer service response.

"Great customer service "

The shoes I purchased had a manufacturing error which I only noticed after some time. I shipped the shoes back for inspection, and was given the option of a replacement or a refund. Everyone I spoke to, both over email and over the phone, was really helpful in making this right for me.

"Still awaiting a refund after a month "

I’ve been awaiting a refund for almost a month now despite contacting customer service and receiving assurances it would be with me by today as it was delayed last week.

There was also an issue where they sent me an exchange I didn’t request but routed the parcel back to them.

I don’t think I would ever shop with them again unless I had a store nearby where I could return to.

It’s a shame as I have used them in the past (without returning anything) for my day to day trainer purchases and not had any issues.

Reading the reviews below the customer service on returns seems to be very poor.

"Love Schuh!"

Love Schuh!
Bought two expensive pairs of shoes online. Schuh put into two packages, and despite someone being in, the Evri delivery driver didn't knock, took a photo of both packages and only left one. Evri have been no help, but the lovely customer service person at Schuh arranged for a delivery of the missing item. Thanks, Schuh!

"Didn’t receive my item"

Didn’t receive my item! Apparently it was left with my neighbour (an old man and lady who have been taking my parcels in for years) they assured me they didn’t have it. I contacted schuh and they assured me the driver would go back my my neighbours to retrieve the item even though I knew they didn’t have it. Then they advised me that the courier said my neighbours had recieved it and I have the item. When checking again with my neighbours they said FedEx hasn’t been once never mind twice. So I am now £90 down and don’t have the trainers which were a gift! Schuh said there’s nothing else they can do when I asked them to open the case again with the couriers, Appalling customer service! Will not be using schuh ever again!

"Will not provide refund in line with their policy"

After returning a faulty product I have been unable to receive a refund of my postage costs from Schuh. This is despite their own policy that a full refund should be given and their own acknowledgement that the items were indeed faulty. After several emails over several weeks it appears easier to write it off and save my time.

"Use a different company if you want your item to arrive on time "

Would never of ordered from here if I knew they used FedEx to deliver. As expected nothing arrived! Won’t be ordering again from here. Avoid if you need your item on a specific date!

"Disappointing Return Policy"

Disappointing Return Policy - Return Fees Per Item!

I recently shopped at Schuh, but I was shocked to discover their return policy. Unlike many other retailers, Schuh charges a return fee per item when you send items back by mail. I expected better from a brand of this size, especially in an era when most companies prioritize easy, customer-friendly returns. This policy feels outdated and inconvenient, making it costly to return multiple items from a single order. It certainly discourages me from ordering online with Schuh in the future. Would definitely recommend checking the policy closely before purchasing if you’re unsure about your items!

"Terrible service from the manager in…"

Terrible service from the manager in the Brent Cross store.

7yo daughter was fitted with £80 doc martens where the zips keep falling down. Got a lot of sucking air and looking at the zips and being told it wasn’t a problem.

Either misfitted or faulty shoe. Cherry on top was being told that she would get a colleague to remeasure but there wasn’t much point as her opinion trumped her colleague’s.

Rude, unhelpful and unacceptable customer service.

"Dirty, used boots received "

I ordered a new pair of boots recently. What I received from this company was disgusting!!! I received a used pair of boots; not even the same as I’d ordered! They were dirty, had mud on them, came in a tatty ripped box & the outer bag stank of stale cooked food! 🤮 First time ordering & wont be ordering again! Knocked me sick that I had been sent someone else’s dirty boots 🤮