"What happened to Schuh customer care?"

Schuh online customer service has really gone downhill, the agents just deflect responsibility for the issue at hand with mindless robotic responses - basically incompetent and belligerent on all levels.

To cut long story short, paid for next day delivery and the shoes arrived with multiple defects! Contacted Schuh online customer service, but they proceeded to deny accountability for the faulty item.
They refused to refund the £4.95 delivery charge despite Schuh being at fault in this case. Very poor trading practice to bill the customer delivery charges for the provision of defective items not as advertised.

Considering the aforementioned, I have now lost total confidence shopping with Schuh online. Shame as my past experiences in-store were always so positive.

"First and last time using Schuh online"

First time using schuh online. Received completely wrong order and another item (main reason for placing an order) ended up getting an email saying its actually outt of stock. Now have to wait for refund and sort out the return myself for wrong product. Can't recommend and will not use again

"Ordered a pair of all white trainers…"

Ordered a pair of all white trainers and they arrived in shocking condition. One shoe was literally frayed and YELLOW! (Wish I could upload pictures) I raised a complaint and requested a new pair be sent and they actually sent the same pair back! Again I contact customer service who were so unhelpful it was a pointless interaction. You'd expect a level of quality with a long standing brand but don't hold your breath! Never shopping with them again.

"Second-hand shoes for new shoes prices"

Bought some Ugg slippers for my husband’s birthday. Firstly, delivered to wrong address but still packaged. Opened the bag to find the box extremely damaged and the shoes absolutely stank of cigarettes! The clear label on the sole was also covered in bits, suggesting that it had been removed and then reapplied. When I called to complain, they were out of stock so offered a refund and asked me to drive to my nearest shop 3 miles away to return. They clearly don’t check items thoroughly before dispatch.

"Ordered a pair of shoes yesterday and…"

Ordered a pair of shoes yesterday and paid £4.99 for next day delivery and hadnt received them so spoke to somebody on the livechat and told that there is a problem with the courier service hermes so say no more i was going to wear them to go out tonight but i went on hermes tracking service and they arent even out for delivery they are obviously lying in a hermes warehouse somewhere so when and if i receive the order it will be going straight back to schuh for a refund

"Excellent customer service!"

Went into Schuh at Carlisle. Served by Holly. Great customer service, friendly with a super positive attitude. Always a good experience shopping in Schuh Carlisle. Will definitely be back!

"Absolute rubbish experience"

Absolute rubbish experience. Placed order for pair of trainers for my son, which subsequently failed due to a fault with the website. Put order in again which was successful. I only received one confirmation email but then got charged twice. Both times next day was selected at an extra cost of 4.99. Only one has turned up and being told order two will be tomorrow. Order two will be sent back for a refund as one of them supposedly failed. Online chat waste of time, clueless and easily confused. Basically adamant both orders were successful but couldn't explain why I only received one confirmation email and the fact the website said in big bold red letter order unsuccessful. Apparently nothing to I donate this happened. If both orders were legit I would be angry I paid a tenner for next day delivery but only one item turns up next day. Very poor and will shop elsewhere in future

"Really poor customer service"

I brought some sandles that had a noise as if air was coming out of them as I walked. Sent them back to be exchanged and they sent me the exact pair back how I packaged it to send it to them! Customer service seemed rude and never apologised once. She suggested I sent them back again! But after reading other reviews I'm worried I won't even get them back or my money back so I won't bother. Will never order from Schuh again...don't waste your money or time

"The worst online shopping experience…"

The worst online shopping experience I've ever encountered. Schuh use a bank called Klarna to process card payments for their Irish customers. My card was charged twice by Klarna during an online transaction and trying to get a refund was an almost impossible feat. I sent over 20 emails to Schuh and was directed to a 'free' helpline to contact Klarna on. Three phonecalls to this helpline cost me €35. The most expensive pair of shoes I ever bought in the end. Never again. Avoid avoid avoid

"Great service and shoes"

Quick delivery and efficient returns for free and with a long return window. A great experience overall