Company Details

After Schuh's mobile site failed to allow me to view my order in the cart and make a purchase. I gave them a second chance and decided to reserve a pair of shoes for collection via their desktop site. As their website stated the shoes were in stock in my chosen store. I headed into the city whilst I awaited my text to say they were ready to collect. Instead I received a text to say " we're sorry but your reservation is NOT available to collect, The item can still be ordered online for delivery" You would think a large shoe chain like Schuh would be able to provide customers with accurate stock levels for each branch so that they can make online purchases/collections. But no. After reading other negative reviews on Trustpilot regarding delivery of online orders by Schuh, I'm not prepared to risk buying from them. After reserving the shoes on their website, I was asked for immediate feedback by Schuh. In hindsight I would not have left a positive review and I would warn others to be wary of the positive feedback they proudly display on their site which has been given by people prior to Schuh fulfilling their order.

On Monday 7th August I rung the Schuh helpline for an update on my return, and at the end of the call I was asked if I would complete a text message survey on the level of service I had received; I willingly obliged. The service I received from the call handler was exceptional, and I know how important feedback is for staff bonus etc, so I wanted to complete the survey with positive comments. I have since found out that I was charged for the text messages. At no point was I advised that the text message survey would cost money to complete, and I feel that this is something that should have been explained by the call handler as I wouldn’t have participated if I had known that. It was a premium number that is not included in any phone package. I assumed that if it was a premium rate number, I would have been advised of this as this is common practice amongst most businesses. I contacted Schuh via ‘Complaint Resolver’ to advise them of my dissatisfaction. I did this in the hope that they would apologise and remind/advise staff to explain to customers that it costs money to complete the survey, or even consider adding a disclaimer to the initial survey text, and was instead told to basically ‘go away’. I was told it is my responsibility to find out if a number I am contacting is a premium rate number. I regularly complete surveys for company’s after I use their services and this comes out of my standard unlimited free text allowance; I assumed a huge company like Schuh would be the same. I suspect many people have been caught out by this and strongly believe that Schuh should make customers aware when staff ask them to complete the survey. I will not be using Schuh ever again due to this poor experience. It is a shame as I was a first time customer and the product/service for purchase was fine and I intended to use them again.

Went here for school shoes for my two children , we had a very friendly extremely accommodating young girl called Becky she has not been there long think she said 1 month , it was a very pleasant shopping g experience , purely because of a Becky she engaged with my children and had such warmth and a genuine interest in chatting whilst looking at shoes .

Appalling customer service. Wrong information provided in store re-returns policy and the store won’t honour that. Need the same card to return the shoes purchased but my aunt bought them as a gift and was assured they would be returnable. We live 400 miles away so not possible to get her card!

I had to return a pair of sandals that had developed a fault. The staff in the Liverpool One store sorted it out quickly and efficiently and were so professional. One of the best customer experience I have had in a long time! Keep up the good work.

Ordered a pair of toddler Vans to them arriving and one clearly being different to the other, it’s that obvious one looks so fake!! Never ever purchasing from Schuh again

We went to Schuh in Birmingham, Bullring. Jake who works there helped us find the perfect shoes and his customer service was absolutely brilliant, he is a very effective and efficient individual and just amazing at his job. His positive energy and friendly attitude made us feel at ease, we have not experienced that level of excellent customer service in a long time and I would like to thank Jake for all his extra help and support. 😊

I don’t know what’s happening with their website at the moment but it’s constantly crashing whenever I try to check out with a pair of trainers I wanted. Been trying to buy them for weeks with no joy so gave up and went elsewhere. You’ve lost yourself a customer there Schuh

Schuh kids in bluewater, worse shoe shop I have ever been in, staff ignored customers, lack of efficiency just all round terrible experience. Schuh next door was very helpful

The shop near me is amazing,good display of the shoes and is affordable :).

Formal shoes bought for daily work use were the comfiest shoes I had ever worn...like walking on air. Model RONAN/3700817060 Vegan Friendly (whatever that is!) However now I know why, because the soles are hollow so literally are full of air! Lasted less than 3 months from new , worn 3-4 times a week to work. Shame but guess you get what you pay for! (£44.99)

We had a problem which couldn’t be sorted in store but with the excellent customer service from Niamh O’Donnell, Customer Experience Team, it was quickly and sensitively resolved. Very impressive !

I’d liked to thank Nicole in the Aberdeen st.Nicholas street branch. I took my daughters in today and she helped us find exactly what they wanted. She was polite and professional even though we asked to try on a lot of converse. Thank you again

Schuh was the shop for all my shoe needs…. once upon a time. Now my feet are wider and there are Only 17 wide styles. This is a real shame if they want customers to stay with them then they need to make sure they are including everyone - the people that used to have wee narrow feet and the people who now have more spread in the foot bed!

Did not have my size in Peterborough store. They ordered it for me to send to my house next day delivery. Big mistake!! Nothing came, no emails, nothing. Went on web chat with leya and was told they were delayed and should receive them Sunday or Monday. She said tracking info will be updated Saturday night. Guess what? It wasn’t. Chased them Sunday and was fed the same cock and bull story. Said I’d get them Monday. Guess what? No email from Evri to say they received the item. Got on web chat with Olivia Monday and was fed once again the same cock and bull sorry again but this time it would be a 2 to 5 day wait on item. I told her i want it cancelled as I have read others on trustpilot having the same issue and never received the items. Awaiting refund now and if I don’t receive my money then it’s trading standards. People on here have complained about the couriers but I believe it’s the company that is at fault. Avoid this scam of a company who just take your money 💴

Good morning, Just wanted to say a MASSIVE Thank you to your staff at Brent Cross Schuh, in particular Tanya ( the lady who was working with crutches) she is a absolute credit to the store very bubbly and hard working. She helped me with my Vans, which I’m very happy about. Despite the fact she had gone through a lot with her leg and she was still up and working , hats off to her. Also want to say a big thank you to the first Gentlemen I spoke to when I first entered the store and told him about my trainers he was happy to help me, thank you so much guys and have a great weekend!! From Diana.

I paid £4.99 for next day delivery if they didn't even bother to knock or ring the doorbell? They just put a card through my door saying attempted delivery, although I was home. I had to go to the post office to pick up my parcel. Never again buying from them. I wish I could rate it 0 stars

What’s the point of 1 year return if you can’t return a shoe you slightly wore for 30 minutes walk back through the shopping centre to see how they feel? Lost a customer for life.

Yunus and Rach Are the best employees, they really entertained us and helped us find a nice pair of converse Thank you both. Sophia and Raluca

Really friendly, helpful and knowledgeable staff at the Bath store - they didn't have the shoes I wanted in the sizes I needed to try on, but they helped find similar styled shoes for me to check which fit best. I then ordered online a couple of days later which was very easy, and my order arrived very quickly. Very pleased with the whole process.