"Competitive but slow exchange process"

I've shopped with schuh for years now, mainly in-store, but having just ordered from their website, I can confirm the company has probably the slowest exchange process I've ever experienced, with any business.
It took almost a week and a half from ordering the initial pair to just now getting the right size, as their size guide suggested I needed the bigger size. Fair enough, you can't 100% rely on this info, and it's my silliness for not going into a store, but I honestly thought the exchange process would be so much quicker.
Also, there was barely any communication from the company from the moment they received my return, to evri emailing me that they've now got my parcel from schuh.
In-store experience over the years, absolutely 5 stars. Online experience, not so much, hence the 4 stars.

"Merkwürdiger Kundenservice"

Wir haben Schuhe bestellt, wo sich nach ca. 4x Tragen leider die Sohle ablöste. Nach Kontaktaufnahme wurden wir gebeten, die Schuhe einzusenden. Das haben wir getan. Nun kam eine Reaktion von Schuh.de: Hier liegt kein Materialfehler vor. Die Schuhe wurden angeblich gewaschen. Bitte was? Also das man versucht, eine Reklamation abzuwimmeln, kann man noch irgendwie versuchen zu verstehen. Aber so eine dämliche Ausrede. Welcher normal denkende Mensch wäscht Lederschuhe? Also hier wird der Kunde komplett verarscht. Und wir haben dort schon oft bestellt und waren eigentlich immer zufrieden. Aber nun nicht mehr. Das war definitiv das letzte Mal.

"Mollie at the Rushden Lakes store is a star!"

Mollie from the Rushden Lakes store was absolutely amazing with my 11 year old daughter when we visited in the week. My daughter has a disability which means that she can only wear a very limited style of shoes that can have an orthortic lift added to their sole. Am so glad it was Mollie who looked after us that day as my daughter came away feeling so much more confident about her choice of shoes. She was kind and patient and helped us find the right shoes for her. The colourway she wanted wasn't in stock but we shall be going back there to get them when they are. Most of our shoe shop visits end in tears and it was so wonderful for my daughter to leave smiling and confident for a change. A little kindness and understanding goes such a long way and Mollie is a true credit to the store. Thank you.

"David from the rushden lakes store"

David from the rushden lakes store - amazing service 11/10. Took the time out to help us this afternoon when we was going back and forth on the same pair of shoes. Nothing too much trouble & didn’t rush us. It was really appreciated!

"polite shop assistant"

i was in the stirling shop today and was served with a lovely polite young girl called freya when we purchase from the shop they are all so helpful and friendly

"Great delivery service"

I can’t speak for the low scores from everyone else but I can’t fault the service. Ordered shoes on 10th April and they arrived on 12th April! Well packaged and updates the whole way through the process. Would definitely order again

"Polly was great"

Polly was great. Sold the crocs really well. Great insight and customer service. Should get a raise.

"Doc martens … painful is an understatement!!"

I ordered a pair of doc marten boots in the soft leather and also purchased the double doc socks as recommended to help with breaking the boots in as I had heard they do take time. Unfortunately, despite wearing the boots several hours on many occasions the boots were not budging and causing incredible pain to the top of my foot (where the tongue is). This left me with a red raised lump each time which took hours to reduce (just one foot). After four months of having the boots and wearing them in the hope this would ease, it did not so I contacted schuh who agreed to inspect the boots but was told there is no issue and can’t refund or exchange the boots. I am so unhappy as these boots are not cheap and I have not ever experienced any issues like it. I would not recommend these at all.

"Helpful and kind"

The sales assistant Eden was so helpful, she gave advice and was kind and polite

"In store are really helpful and nice"

In store are really helpful and nice, measure childrens feet which is great and helps towards picking correct sizes.
Discounts are good when they have sales
Good variety of shoes aswell