"Ordered online"

Ordered online - took payment - no email of confirmation- payment now pending and have to wait for refund. Frustrating when you spend £200 on shoes and don’t have £200 spare to buy in shop tomorrow in stead as I need to wait for refund ( the shoes were for my daughters birthday)

"Wrong size, wrong colour. Useless."

Went into the Bristol Cribbs Causeway branch looking for some smart black shoes for a wedding. Found the ones I wanted, asked the very nice and helpful lady if they had them in my size 11. She scanned the shoes and said no, not in stock in-store but they can be ordered and sent to my house within a few working days at no extra cost.

A few working days later, mere hours before the wedding they arrived. I was sent size 8 shoes, despite the order slip saying size 11. I opened a return for an exchange to the correct size 11. Had to borrow some black shoes for the wedding as I only had smart brown shoes and too late to organise even an in-person exchange at a store. However a few covid-delayed weddings this year so thought I'd exchange for the correct size and use for upcoming weddings.

A week later my exchanged size 11 black shoes have arrived. They are size 11 but totally different design, AND BROWN. I have brown shoes, that's why I ordered black ones.

Giving up now and just asking for a refund. How can they keep getting this wrong???!!?!?

"Brilliant Customer Journey…"

Used Schuh online for the first time and was so impressed. What a brilliantly simple and quick process. I was able to benefit from £5 off for my first order, I had email updates, my order arrived quickly and I also had a follow up email confirming the returns process (I am definitely not returning as I love my new Converse!) People are so quick to complain when things go wrong but hardly ever congratulate excellent customer service so I wanted to take the time to congratulate them on a brilliant customer journey. Would definitely recommend.

"Brilliant company with really fast…"

Brilliant company with really fast postage - really pleased!

"Terrible experience"

Terrible experience. The shoes fell apart on the 2nd day of use, sent them back for them to 'assess the fault' and they refuse to test the faulty area, and say it was not possible to do so, and will not send back the pair of shoes. Absolutely terrible customer service, I shall never shop with them again.

"Misleading returns policy…"

Quite sneaky in how they advertise their returns, they will charge £2.50 to return an item. This is even if you use their own supermarket collection service.

"Sent me odd sized shoes"

Sent me odd sized shoes - customer service just replied with scripted responses and made me drive miles to the nearest parcel collection shop to send back. No option to collect their mistake. Said I could exchange if I could find something of the same price (which I couldn't) but didn't have the ones I ordered in stock.

"Today I visited schu in Cabot circus…"

Today I visited schu in Cabot circus Bristol
Amazing staff who served us
A young girl training a new girl
They was so lovely and welcoming I just had to leave a review , wish I had her name , a petite blonde girl , she really is a credit to this shop
Thank you for attention today

"Absolutely wretched customer service"

Absolutely wretched customer service. Ordered shoes which I then returned for another size. Asked the replacements be send overnight (happy to pay) which was not honoured and not informed (would have just made a new order). STILL waiting on them 8 days after they claimed they were shipped. Desperate for this platform sneakers to match the height of my ankle cast - the hobbling uneven is making my back and hips (pregnant with PGP) extremely painful. Absolutely awful service would never ever EVER order from here again.

"Hole in after 4 months and refused a refund or exchange"

I have had a pair of vans for 4 months and both shoes have a hole in at the front. Tried to refund or exchange them at the Portsmouth store and they tried to convince me my toe nails are so sharp they cut through the shoes after 4 months and I have not worn them much they still look pretty new. I was refused a refund, credit note or exchange. Will not be using them again with such terrible customer service.