schuh Reviews 

Very disappointing experience with Schuh.

I purchased an item that was marked as delivered, but I never received it. I contacted Schuh multiple times (six times in total) seeking assistance and evidence that the parcel had actually been delivered to me.

Throughout the investigation, I received conflicting explanations. First, I was told the parcel had been accepted by someone at the address. Later, I was told it had been left with a neighbour. Then I was informed that someone at my address had accepted the parcel and believed I had collected it later. Despite these changing explanations, no clear evidence was provided that I ever received the item.

The signature supplied was not mine, and no GPS delivery data or photographic proof of delivery was provided. I was also at home at the time of the alleged delivery.

After more than two weeks of investigation, Schuh simply relied on assumptions from the delivery company and refused to offer a refund or replacement. I was even told that this had become a civil matter between me and a neighbour, despite there being no proof that I had received the parcel.

Based on my experience, I do not find this company trustworthy when dealing with delivery disputes. Customers should be aware that if a parcel goes missing, they may be left without a satisfactory resolution.

No woman sizes above 8 so women needs to go for man shoes. It took 10-15 min for getting different sizes of shoes brought to me. Male staff had to just walk around and waited for female staff to get my shoes, I don’t know why he couldn’t get them and she had to do everything.
Cardiff St David’s

Absolutely shocking customer service from Schuh.

My parcel was marked as delivered by FedEx, but I never received it. The driver allegedly obtained a signature, yet the signature is not mine and appears to have been forged. I was at work when the delivery supposedly took place, and nobody was at my property to accept it.

Despite explaining this repeatedly, Schuh have refused to refund me, stating that because a signature was recorded and the driver’s sat-nav showed he was at my address, the case is closed. I was even told they wanted the delivery driver to attend my home to discuss the matter. Why would I want a random stranger coming to my address when I have already explained that I never received the parcel?

As a customer, I feel completely dismissed and unsupported. Rather than investigating what appears to be a fraudulent signature, Schuh have simply accepted the courier’s version of events and left me out of pocket.

I am extremely disappointed with the way this has been handled and would not recommend Schuh based on my experience.

Courier decided to dump my parcel outside which was therefore stolen. Schuh are refusing to do anything about this and said it’s a civil matter. It’s definitely not a civil matter.

Ordered a pair of sandals that were £39.99 + £3.99 delivery. A £4 discount was applied which made the total £39.98. Once the item arrived, I was unhappy with the order so I returned the item in perfect condition. I received an email stating £3.99 would be deducted from my refund for the delivery charge to return the item back. I received a refund of only £32 only so queried with an agent on the chat. She informed me the original delivery charge isn’t refunded and an additional delivery charge has been deducted therefore I am £7.98 out of pocket for a product I do not have. To make another order from Schuh, I would then have to pay an additional charge of £3.99. I would absolutely recommend shopping elsewhere. I personally can’t afford to be throwing money away.

Ordered a pair of Birkenstocks and was sent the wrong size, sent them back with a clear request for an exchange to the originally ordered size, both online form and with the packing slip. Got a refund (?) today minus the fee to ship them back - for their error?! Of course the WhatsApp chat for customer service (who even offers that?) is closed for the day and I’m now £8 out on two sets of delivery fees for shoes they messed up, and still have nothing on my feet. Never had an issue in store so I’d felt confident ordering online, never again!

I was sent the wrong shoe size and, despite this being their mistake customer service attempted to convince me that the European size printed on the box matched the size I had ordered. To make matters worse they refused to waive the £3.99 return fee claiming it contributes to environmental protection. Given the poor customer service and lack of accountability I certainly won’t be purchasing from Schuh again

Molly was great, happy and helpful. Made the shopping experience alot easier

I went into the Reading store to exchange a gift that unfortunately didnt fit. The shoes I was gifted unfortunately didnt come in the half size I needed so Ryan(?) explained how I could use insoles, or I could go to a different brand as the sizing may be different or the materials can wear differently so that could help. He asked if I had my eye on any other shoes, I said I loved a pair of Steve Maddens I saw but they were out of my budget. I tried on a different pair but kept looking back at the SMs. Ryan(?) Got me the ones I liked and said he'd find a way for me to get them. I was there with my two little ones and said i could afford the difference between the ones I was gifted and the ones I liked, so he ever so kindly found a discount he could give me to take off a huge chunk of that price difference. When I asked why he did so much for me to be able to get them he simply said "its just nice to be nice". Such a lovely experience and a lovely guy.

Im saying Ryan(?) As that's the only name on the receipt but it says authorised by Ryan and the guy I was served by had to get another staff member so I'm unsure which one is Ryan. Either way, both of the guys were so nice and helpful.

Shoes never arrived, staff unhelpful and just rude and dismissive. Don’t waste your money ordering from this shop.

Bought a pair of doc marten sandals on sale, tried on and they were a smidge too small so straight away started the exchange and put into the InPost locker that night. They’ve just emailed over a week later to say I have to pay £25.01 to exchange as the item was on sale and now isn’t! Disgusting how the original offer isn’t honoured when it’s an exchange, and the exchange was initiated the same day. I’ll be shopping elsewhere, first and last time with schuh.

Edit: schuh have said it was the same product just one marked as waterproof so the system was incorrect and they have sent me a new pair at no extra cost to me, so we will see.

I was very pleased to find and buy Birkenstock shoes after I was patiently helped by Tanatswa in Truro.
She was very helpful and knowledgeable
and went to great lengths to help, refreshing would describe it best.
Well done to her!
Peter Swanson

I visited the Schuh Basingstoke branch on Saturday to buy some shoes for my 1-year-old daughter, and I wanted to leave a review for Allana, who provided exceptional customer service.

I ordered a pair of shoes in-store to be delivered to my home, but Allana suggested that we try on the same style in a different colour first to make sure they fitted properly and that my daughter was comfortable wearing them. It was such a thoughtful suggestion and really showed how much she cared about helping us find the right fit.

Allana was incredibly friendly, patient, and interactive with my daughter throughout the visit. Once my daughter had the shoes on, Allana went to the other side of the children’s section and called her over. My daughter happily walked straight over to her and gave her a big hug, which says everything about how warm and welcoming Allana was. My daughter clearly felt comfortable around her and took an instant liking to her.

It was such a delightful shopping experience for both of us, and Allana truly went above and beyond. She is a credit to Schuh Basingstoke and to the company as a whole, and I hope she receives the recognition she deserves. Thank you, Allana, for making our visit so special!

School shoes that didn't even last 5 months! Emailed photo's of shoes and receipt yet was told they needed to be inspected by a store manager. Problem is, the store they were bought from, which is shown on the receipt, has now closed and the nearest one is really not local. Surely customer services know this and have set us up not to get any refund!

Ethan helped me as soon as I asked for help in the Dundee shop, he was attentive and 100% customer service above and beyond.

Once again a company charging top money but using the shambolic EVRI , I paid extra a week in advance to pick a delivery date and guess what , it didn’t arrive, from now on and no matter the product, if they use EVRI , I’m not doing business with them.

Sent me clearly pre worn shoes and were completely unreasonable about compensating me for them

I took back pair of flip flops as they felt as they had already been stretched. I spoke to sales assistant and told her my problem she said we don't put size 3 or 4s on display so no one would of stretched them. I replied and told her they were size 5 oh was her reply. I asked if I could have another pair and exchange she replied don't think we have this size in stock. I said I had checked stock and they said they had stock. Oh yes we do would you like them. I said yes and she brought them out. I tried them on and they felt totally different. She didn't seem interested and seemed indignant to my taking the sandals back. She put them in the same box I had and walked away. Poor service and in proper responses really not needed.

Ordered some shoes and they became faulty after 4 months. The customer service did say I needed to send them back for inspection or take them to a Schuh store. Was more than happy to do that but I live in Germany, so this wasn’t possible. They said I could post them back but obviously because of Brexit, it would now cost a fortune (I bought the shoes in England). After some exchange via their Whatsapp chat, I was getting a bit frustrated, as they said I couldn’t wear the shoes before they were returned. However they’re New Rock platforms and every heavy - posting these or taking them with me to the airport would have taken so much of my baggage weight allowance. I explained this and they refunded me, without returning them. Again was more than happy to return them but I appreciate Schuh for finding a great solution. Thank you for your great customer service support. Only taking off 1 star because of the time and back and forth, it took for each such a solution but Mhairi is the one who took initiative and resolved my issue. Thanks so much for your help especially.

An amazing shopping experience at schuh In Tottenham Court Road, and all down to Sheleeka who was by far the nicest most professional , friendly person to ever work in a shoe shop.!!!