schuh Reviews 

Shocking organisation with the worst customer service. Sent item back 5 weeks ago and still no refund. They will reply to this review asking for my order number as if they are there to help, but trust me, I have messaged them 20 times trying to get my refund and nothing. Should be shut down as a business due to failing trading standards policies.

Schuh in Colchester, it says on the receipt that we were served by 'Rhys.' The gentleman was accommodating, helped us with sizes, explained the rewards programme and served us with a smile. What an asset to the team! Thank you for your help today!

I bought a pair of £120 Steve Madden Possession trainers for Xmas 2024 instore. Within 6 months of wear, they fell apart. The insoles and lining had shredded at the heel, exposing the framework beneath which pressed into my heels uncomfortably. It was clear that despite the price tag, these were extremely poor quality/cheaply made shoes. I wrote a review stating as much, and Schuh never published it. I guess they didn't want to affect the 5* rating the shoes had.

Terrible experience with Schuh following non-delivery of a pair of trainers I ordered. Then they relied on Evri (already negative points for using such a low quality courier for premium products?) who supplied false info. Then Schuh accused me of lying, forcing me to take it to my bank who will uphold the case. Honestly pathetic that they make me go to that lengths though. Just 0 support for honest and genuine customers. Would never recommend Schuh and wish I had read these reviews first. AVOID AVOID AVOID! No matter how many complaints cycles you go through with Schuh they will not listen and they do not care.

I bought a pair of Converse in the Schuh shop on the 200 Oxford Street. I've been served by Matthew ! He was the sweetest, the kindest, the loveliest soul ! I've never been served and helped that way ! I'm French and I am now sure that I'll only do my shopping in London from now on ! Thank you a hundred times Matthew! Hope you'll have a great day everyday ! And hope you'll soon receive an Oscar for playing Bowie in the next biopic ! ❤️🙏👑

I am very disappointed with Schuh’s delivery service. My order was initially reported as delivered to my address, then later supposedly delivered to a nearby neighbour based on FedEx GPS data. After following all instructions to recover the parcel, I was informed that it had actually been delivered to a completely different location. FedEx has now confirmed it was delivered to an entirely different postcode.

This experience has been extremely frustrating and stressful, with repeated misinformation, multiple closed investigations, and no accountability from the courier. Schuh appears to rely solely on FedEx’s word and a signature that could have come from anywhere, without requiring photographic proof.

If I didn't know any better I'd say the company was working with my neighbour to steal from me because at the moment, that's what it feels like. Out of pocket, my neighbour has my item and Schuh could care less.

This situation highlights serious failures in both the delivery process and customer support.

UPDATE: I contacted Schuh as suggested in their response below; however, the customer service agent was unable to provide any additional information on the matter.

Ordered some shoes on 25th of December for next day delivery (27th) as i needed them for a holiday abroad on the 5th. They never arrived and they said the delivery company had lost them, so i got a refund. They have now emailed me nearly a month later saying that actually the shoes did arrive (they DID NOT) and now they are requesting payment? I wasn't even in the country.

I ordered a gorgeous pair of chocolate brown shoes from the sale. They were advertised as a size 6. Disappointed they no where near fit. More like a 5. Won't be ordering again.

I needed to return an online order and couldn't find my order email. Phoned customer service today waited 2 mins to speak to a real person called Kieran returns arranged quickly and effortlessly. Best service I've had in a while.

Still waiting for a refund

Sent back my items via Evri on the 3rd January, they were received back to Schuh on the 14th January. I received NO communication about this, it's only because I've been tracking the return. We're now on the 20th January and they can't locate the items and I still haven't received any refund. Never shopping from here again.

Ordered some Boots online, and when they arrived. They were heavily worn. When I tried to return these in stores they rejected them and when tried to return these back through post they got sent back to me.

You need to double check your warehousing staff for replacing their worn shoes into customer’s orders.

Visited the Southampton store today, clean, well organised lovely staff. Millie was really helpful outstanding customer service, really nice to have a friendly chat whilst being signed up the the schuh club which wasn’t pushy which makes a huge change as many shops make it desperate that you have to sign up. Thankyou to the staff in store really made my shopping experience great

I brought some boots which didn't fit and returned then via Evri the same day.
On the email you receive, you ar easked to wait two weeks, which I did to be told 'Oh we'll raise an investigation' - Why make people wait two weeks?
It was a very much 'Don't care' attitude.
Was a bit shocked because I've always had a great experience with Schuh but I guess its not until something doesn't go right that you see the true colours of a company!

If I could give their customer service zero stars, I would.

I never received my order, yet Schuh repeatedly insisted it had been “successfully delivered” to a neighbour and treated me as if I was lying even though the named recipient does not exist and the neighbours confirmed they never received the parcel.

For almost a month I was stuck chasing this, repeating the same information with no real investigation. The issue was only resolved after I escalated it directly to a FedEx executive, who confirmed the parcel was delivered to the wrong address — something Schuh should have handled as the retailer.

To make matters worse, I was refunded minus the delivery fee, meaning I was charged for a service that was never provided. This whole experience caused unnecessary stress, wasted time, and completely destroyed my trust in Schuh. I won’t be ordering from them again and will be sharing this experience with others.

After the reply : but this reply doesn’t reflect what actually happened.

I did get in touch multiple times and was not taken seriously. Each time I clearly stated that I did not receive the parcel, the response was simply that “FedEx confirmed successful delivery,” despite there being no photo proof and clear inconsistencies in the delivery details.

Repeating that a delivery was “successful” when the customer is saying they do not have the item is not a resolution. This is exactly why the situation dragged on for weeks and caused unnecessary stress.

I would definitely not recommend buying anything from this company. Communication is awful — it takes days to get a reply. I ordered shoes on 29/11 and received the wrong colour. Schuh then sent another pair, but it was exactly the same colour again. I ended up with two identical pairs.

I was only provided with a return label for one pair, and the company then threatened me with a debt collector to pay for the additional pair that they sent in error.

It is now 15 January and the case is still unresolved. I returned the product on 2 January, the depot received it on 7 January, and I still have not received a refund.

An absolute shambles of a business.

The reason for the low score is due to delivery, I have now been waiting 10 days for delivery.
Fed Ex keep sending emails saying attempted delivery and advise they have put a card through the door which they haven't.
This item was a gift and now missed the date due to no delivery
I will not order from here again

Would give zero if I could
Only 1 star as same delivery was good

Wrong item received i mean completely wrong
Tried online chat , absolutely useless asked me for order number number so copied and pasted took about 7 seconds, then a message from Sarah the agent yiu have been inactive for 5 minutes and disappeared, shocking, tried phone over an hour couldn't get through , probably because of the crap online agents

Buyers beware !!!!

Never received items from the end of November that I ordered.
Received an email stating refund would be issued for the two pairs of trainers on 8th December.
Being trying to contact since 15th December and cannot get any response by email , online chat , on hold for over an hour a time when calling and then cut off. Still no refund !

Will never order online from Schuh again.

I had purchased a pair of new balance shoes. Schuh were unable to deliver to my home address therefore I opted for a click and collect option, the nearest store being 1 hour / 50 miles away.

Upon collecting the order, I opened the parcel to check the shoe and learned I had been given converse shoes. The shop manager assured me that the the error world be rectified and new shoes be sent within three days. One day later I had received an email stating the shoe was not in stock and it wouldn't be replenished.

The time and money I had spent to collect the shoes and no compensation given. I stated that this was unsatisfactory and was thrown a 15 percent discount.

I am appauled at the customer service and the lack of consideration given to the false advertisement and the effort made to attain the product.

This will be my first and last time shopping with schuh.

I wanted to take the time to express my concerns with the service and how unprofessional it was.
To not inform me with the insufficient stock and attempt to cover it with stock which I didn't order shows a lack of awareness with the staff.

Im disappointed with the lack of respect shown to only gift me a 15 percent discount to shop again with schuh.

No thanks.
Regards.
Joe.

Returned a pair of shoes on the 23rd December. I had no confirmation they have been collected, nothing to say they were on the way back, nothing to say they had arrived at the warehouse, no updates on my account on the website and on the 9th finally had a refund. No explanation as to why it has taken so long and the audacity to still take the 3.99 off me for the return.