"Quick no fuss online refund for wrong size"

Unfortunately an online order of a pair of Timberland shoes did not fit. As soon as the company received the return by courier they refunded my money. There was a £ 2.50 charge to pay because I opted to return by their courier. But you can avoid this charge (I believe) if you return it in person to a store. Thanks to Schuh for their no fuss refund policy and instant refund on receipt. I wish all other companies were like this. Some companies hang on to customers' money for far too long. For this reason alone I shall confidently order from Schuh again online, knowing that my money is safe with them in case I am not happy with the order.

"Terrible experience"

Terrible experience. I ordered 2 pairs of shoes online and paid for a next day delivery. I chased after 4 days, and they blamed Ferdex for not putting the house name onto the paperwpork! Promised we would have it the next day. Same story the following day. Same story the 3rd time we chased. Same story the 4th time we chased, so cancelled the order. They promised a refund and would call backl immediately. We are still waiting fopr that call. Don't waste youir time and money on a company that really doesn't care.

"SCHUH in Bluewater shopping centre"

We went into Schuh in Bluewater & Tobi greeted us with enthusiasm, asked how we were, asked our names, very polite & took an interest in what we were looking for & as well as giving us alternatives.

He was very patient with getting different sizes/products. We only came in to try sizes but Tobi informed us that Schuh doesn't stock the size we wanted.

Although we didn’t purchase anything (due to size not being stocked), we were very happy with the customer service we received that day.

"shipping was pretty slow"

shipping was pretty slow. Looked like i was sent out a returned item

"Excellent customer service in Sunderland"

I visited the store in Sunderland bridges today and received excellent customer service.
The sandals I bought were a great style and price and Leah was extremely helpful.
Couldn't fault my experience in this store.
It's actually rare to get good customer service in some of the other retailers in Sunderland, so to be treated so well in here really stands out.

"On the 7th August at around 11am"

On the 7th August at around 11am, I went into the store at Queensgate shopping centre with my friend to buy a pair of shoes. The worker that helped me made sure I felt comfortable in the shoes I was trying on and giving me advice on what ones I should buy, he was so lovely & made my experience very good!

"Minor issue when ordering for home delivery in store."

Bought some Converses in store, which were great. My only grumble was that I wanted some others, but they didn't have them in store and were going to send them to me by courier. I gave my e-mail address at the time of ordering in the shop, so that I could get updates on their delivery. Got no updates and had to chase, to find they didn't have my e-mail address at all, despite me typing it in to their sales terminal. Eventually turned up as it should, but I guess it's an IT glitch somewhere that causes this issue.

"A very mixed review - Keep track of your returns!"

A very mixed review for Schuh.
I ordered 4 pairs of sandals, none of which were very comfortable but that's just what happens when you order shoes online.
Luckily they offer free returns which was also very easy to do and I received confirmation of this being processed very quickly.
Unfortunately all their payments are apparently processed by Klarna - this was very confusing as I definitely did not pay with Klarna and then it showed up on my bank statement as this.
No, I do not know if this was because I paid with an Amex BA credit card but once the refund was processed by Schuh it did not get passed on correctly to Klarna OR Amex so after a month of waiting I did not have my money back.
This wait incurred interest charges on my credit card which thankfully I was reimbursed in the form of gift card credit as well as a £15 voucher to say sorry for the issues.
Now, I would usually give a lower rating as this did take a lot of time and primarily EFFORT on my part but it was all resolved and Schuh were very apologetic.
I would advise people to perhaps not use Amex to pay and also keep track of all refunds and returns.

"Amazing customer service support"

Amazing customer service support! I misspelled my email address so I messaged them via messenger and received an almost immediate response! The lady corrected my email and resent me the payment confirmation email! All on a Sunday!

"Visited the store at Peterborough today…"

Visited the store at Peterborough today to return an order I placed for my 9 year old daughter. Unfortunately the sandals I purchased were not the right width for my daughter so both pairs didn’t fit. When I went into the store I was referred to the manager (I didn’t get his name but he was a tall man with a lot of piercings) who was extremely rude to me. He was annoyed that I was returning both pairs and assumed I wanted an exchange. I replied with no I would like a refund please. He then went onto say that that’s what happens when you order online and can’t try the shoes on but in a very rude and abrupt manner like I was being reprimanded! I’m a 40 year old woman not a child! I was made to feel bad for making a return when this is a consumer right! Absolutely shocking behaviour from a manager. Daisy who put through my return was very friendly and efficient and I felt for her having a manager that clearly needs to go back to basics in his training in customer service! I did query if I would get the postage back as I was returning the whole order she asked her manager he then was rude to me for a second time his words were absolutely not it was your choice to have them delivered this was in the same abrupt tone as before! I will never set foot in that store again and will tell everyone I know to steer clear of this company absolutely disgusting customer service!