schuh Reviews 

Won't answer email WhatsApp. Telephone
Paid extra for next day evri worst company ever 2 days not even collected.
Can't contact schuh or evri for refund

Appaling customer service. Attempted to return two pairs of boots and although both pairs were in the same parcel I only received a refund for the cheapest pair. The second pair have miraculously disappeared.! Impossible to talk to anyone. Tried phoning but gave up as was on hold for twenty minutes during my lunchbreak. Found the email address for their "help centre" Emailed my query only to receive an immediate reply staing that the email address for their "help centre" isn't monitored. You couldn't make this up! Then found an email contact for their complaints dept. Typed a complaint and then found out that email address does't actually exist! Constantly pushed to contact them via a whatsapp bot. Complete waste of my time and energy. Seem to have a complete disregard for customers. The experience has put me off buying footwear online ever again. I certainly won't be using Schuh's online services.

It just gets worse. I wrote a review several days ago discussing Schuh’s incompetence, lying and claiming a post office ‘refused my parcel’ after not delivering it for literally 9 days after they told me it had been dispatched. I have attempted to contact Schuh customer service no less than 4 times, and every single time they give a different answer, and every single time I have to agonisingly explain what has happened, and every single time they tell me that the parcel is ‘on the way to them’. Most recently, over a week ago, on the 10th, I arranged to collect my package from a specific store. I was told they would contact me within a week when they had it. Schuh did not. I reached out, and as it takes usually over 24 hours for a response, I waited. I continued to wait. The robot that you always have to get through closed the conversation, without ever getting me through to someone, so I have now had to send yet another message to them. I was told the same canned response about how they were processing a refund for a package they have literally arranged for me to pick up. I am shocked and appalled, and know for a fact that I will never, ever shop with Schuh again. If they continue this incompetence, I will be over £100 out of pocket, and Christmas will be ruined for someone very close to me as the product is somehow out of stock - despite me literally having bought a pair that they said they would let me pick up. I will not be able to find the product anywhere else for the price I got. Now I know it was only so cheap because Schuh cut costs in every way possible, with awful service staff and terrible couriers. I would give 0 out of 10 if I could.

had a problem with the returns
although the whatsapp and the messenger chat is almost unresponsive, the email team (customer service) has sorted my returns promptly. got more choices and better website to purchase compared to OFFICE.

On the 28th November, i ordered some doc marten shoes for my girlfriend costing around £80. These were dispatched on the 1st December, however according to Yodel they are still with schuh. I have tried every single day for a week to call the customer service helpline, just been on hold for an hour then having to go. I’ve emailed the customer service twice, the first time 5 days ago. I have WhatsApped the customer service and have had no response either. I’ve tried to connect to a human on live chat but been left on a connecting screen for half an hour. I’ve been trying to resolve this issue through every available avenue and I’ve not got a single response from schuh once. I ordered 18 DAYS AGO. I feel like I’m going mad just trying to find out where this order is.

Impossible to return or exchange sizes! Ordered the wrong size for my child - impossible to log back into my account it keeps prompting me to reset my password - even though I have reset it!!

I placed an order for a Christmas present 2 weeks ago, and just realised that I have had a PayPal refund where they cancelled the order without telling me. Mistakes happen (assume a stock error), but you expect the courtesy of being notified so you're not waiting on a present which will never arrive! Thanks Schuh,

A member of staff called Mia at Teesside Park store was great. Lovely customer service

This company must be the only one left with excellent customer service, I needed to return an order and they were quick to exchange and re deliver, and followed through until I received the order

£3.99 to return are they joking??
I will never order from Schuh again.
To save the planet… to make some extra cash more like.

Ordered a pair of New Balance trainers for £100. Arrived with odd sizes, one size 5 and one size 6. The box was battered and broken, they must have been thrown about in the warehouse.

Customer service told me I could arrange a return within 2/3 days which was completely false. I'm having to wait a week for an Evri pick up so these won't arrive in time for Christmas which is really disappointing as they are a gift.

Received a pair of shoes today that I ordered online and cost £150 for them to turn up with the box very badly damaged. These are a gift so not ideal! Can’t get through on live chat even though it says someone is available. Been online to try to reorder and not only are they now out of stock, even though it’s saying 5 in stock, they have been reduced to £104.99! Don’t know how anyone can think it’s ok to send them out in this state.

UPDATE, these clowns take time to post a reply but anyone with a BRAIN knows this is a face saving exercise. Your live chat is rubbish which is why after 2 days ive not had 1 reply. Your arrogance is amazing which is why dispute now filed with PayPal
SCHUH DONT CARE

Absolutely awful experience to a problem with a non delivery by Evri. Messaged schuh twice over a 36hr period via 2 methods and nothing. They then have a chat bots which is even worse than the customer services so been forced to open a dispute via PayPal. After services care is what makes a company and schuh uve failed badly

I’ve been a customer for years but am losing faith. Their 100 day return policy seems to be some kind of reselling used items service. Ordered 2 pairs of Vans for my daughter. One pair are okay but the other pair are really dirty inside?? The outside has rub marks and dirty marks…they definitely don’t look new!! Tried to call customer service but after 20 mins of waiting with no indication of place in the queue, I gave up. Won’t be buying from them again, pretty disgusted to be honest, at least check the shoes you’re selling are not used!

I brought a a pair of trainers for my grandson for Christmas and had them delivered to the local shop.
When I collected them and brought them home I opened the package and the box was smashed in. I sent a complaint email as I don’t think it’s acceptable and I will be embarrassed to give as a gift when the box is in a bad way. I have mobility problems and use a mobility scooter and to take them back to the shop is difficult.
I have had no response to my complaint at all. So won’t be shopping then in future.

I paid extra for same day delivery with Stuart, from the Schuh store in Stratford Westfield. It was marked as picked up and the tracker came to my house, but then marked as delivered when nothing had arrived. I checked local houses to see if it was delivered there by mistake but nothing was there. I can see the whole road from my window - no bikes/cars/vans turned up at all. I tried to get through to customer service for the courier which was impossible - incorrect phone number and only articles to support the drivers. Schuh's customer service also doesn't work - live chat doesn't connect and have been on the phone for ages waiting for someone to connect the call but can't get through. So there's no way for me to get a refund or my delivery. Beyond pissed off. Don't buy from here!

I am appalled at the customer service I received. I tried getting into contact with your customer service team which is a nightmare within itself. I finally got through so someone using the WhatsApp feature. I explained that I had put the wrong address on my delivery notes and wondered if I could cancel the order or change the address. At this point I was told I couldn’t do either as it was now with the delivery provider (wouldn’t have been a problem if it didn’t take so long to get through to someone).

The customer service staff member however then said they can put a return to sender on the delivery notes and that way it wouldn’t be delivered, returned to them and a delivery could be processed. I thought great, sorted!

Nope, two days later I had an email to my parcel had been delivered. So I got back in touch and this time the attendant told me there was nothing they could do about it now as it had been delivered.

I’m so frustrated, I wouldn’t have minded if they had just said nothing could be done from the beginning (maybe a bit upset at loosing £190) but at the end of the day it was my mistake. However what I really think is disgusting is that you promise something to your customers that you actually can’t do!

One they over over priced for what they are and then they use the worst courier ever flipping FedEx who on earth uses them! Nothing but issues with them awful customer service, awful website which doesn't let you up date anything they only deliver the item if someone is home as they need a signature this is the worst experience ever and Ive used evri so that is saying something. I won't be buying from them again until they change the courier they use.

Shocking service. They say they offer you a secure (singed for by you) delivery service.

My delivery was (thrown over the gate) <--- their exact words, and signed for by the driver. When i got home the parcel was nowhere to be seen as my gate is not locked.

I asked for a refund as i had to go and purchase the shoes elsewhere for a funeral.
The outcome i got was the gps proved the driver was at the delivery address at the time they had it confirmed for delivery.

DO NOT USE.

Evri will just sign the parcel for you and not care if you receive it or not.

Sent 1 shoe and terrible customer service
I ordered a pair of crocks on line with a whole week until they were need as a birthday present... i thought plenty of time. The crocks arrived on the monday... great... until i opened the box. There was ONE LEFT CROCK, which wasnt even the correct size. Completely flabbergasted by the inadequate picking and packing and checking of online orders. I have now been communicating through the online chat, whatsapp and insta DM's for over 48 hours and i still dont have a replacement processed. replies take hours and just seem to go round in circles with no actions being made. I am now being told they are not available for next day delivery but yet still no confirmation on a new pair being sent, it has taken over 24 hours to get that information.

Completely appalled by the service from this company and will not be buying from then again.