Company Details

Absolutely horrendous experience with schuh , my parcel was "attempted" to be delivered 3 times even though I was in all of those times , it then got sent back to the sender so I asked for a refund and it was cancelled and I was refunded and I ordered the trainers from somewhere else . They then email me 2 months later saying it has been delivered and I owe them money . I never received the parcel and now they are threatening debt collectors absolutely the worst service ever avoid at all costs .

I just wanted the to say a MASSIVE thank you to the staff at drake circus plymouth schuh store today. I was in taking an exchange back and nothing was too much trouble for the staff, the young man that helped us was young, tall and very kind he even helped us sign up to the loyalty card on line and saved me some money. We was in the store at around 12.30 on 19/06/22 and the other 2 young ladies were great too. If I had £100 I would give it to them each for making our day from just great customer service that is very rare nowadays.

UPS are in the stone age when it comes to deliveries, delivery has been attempted twice (sorry, I work!)- with any other courier you’d be able to go on and amend a safe place, with a neighbour etc. Not with UPS! It’s a nightmare and you can’t even get in contact with anyone to sort it out. So no doubt my order will be returned to the hub as I won’t be in on Monday so all in all a waste of time and I still won’t have the trainers I wanted. Won’t be bothering again.

Ordered Saturday for next day delivery but Evri didn’t bother to deliver - no explanation and tracking still not updated. It’s now Friday and although my order was sent out again on Wednesday with ParcelForce for next day delivery, it is still sitting in their depot. Phoned Schuh again ( 4th time ) and was told that ParcelForce haven’t put this out for delivery for some reason but I could have a refund once the courier has emailed Schuh to confirm a return. SERIOUSLY, W T F ? Both Alex and Margaret from Schuh customer services were helpful and tried to resolve this for me, however the delivery service is CRAP. I’m really disappointed as I just wanted some nice sandals. Won’t be shopping with Schuh again. EDIT: Sandals eventually delivered. Evri took 8 days and ParcelForce attempted delivery (when I was out of course) 9 days later. ABSOLUTE RUBBISH. Better service in a store? Hmm, maybe. I certainly won’t be bothering though…

I received my order today to find I have been sent the wrong shoes completely…. I had in fact been sent child’s shoes! How can you get it so wrong? Frustrated I started an online chat where I was told the shoes I had ordered and paid for (£99) were actually out of stock. I was told to create a return and post the shoes back to them. They only offer 2 returns companies which aren’t particularly local to where I live either! It’s safe to say I won’t be buying from here again.

Online order was cancelled and refunded after a single delivery attempt. No attempt at redelivery or option to leave package etc. Waste of time.

Purchased Perry Derby shoes ( Schuh own brand ) .. asked if hard wearing as I will be walking a lot. Was assured they were good. After a week of them taking the skin off my heel he material on the outside of the shoes was marked. Within a month they are now so marked they are unsightly and need to be replaced. Worst pair of shoes I've ever bought. Poor quality product.

I ordered my sliders and received a delivery date and time including a 3hr time slot from Schuh. The delivery was for a Wednesday between 9:45 and 12:45. I was away Tuesday so Wednesday was fine. On the Wednesday morning I had to pop out due to a family issue so called UPS to ask for a rough time or what drop the driver was on so I could work out a rough time he would deliver. They said they did not have the depot number and they could not advise. I popped out and missed the delivery. I checked online and it stated they had already tried to deliver the day before and my parcel was being sent back to Schuh. I called Schuh and they told me they would be able to get the parcel sent to a UPS drop off location. I give a location 5.6 miles away which was 2nd closest to me but more convenient to park but UPS said they would not deliver as its further away so I picked the nearest which was 5.4 miles away. They said it would be delivered Thursday so I wait all day and find out that the driver tried to deliver at 16:05 and the shop closes at 16:00. You need to get rid of UPS the are still in the Stone Age with parcel tracking and customer service.

I do not recommend to anyone. I ordered shoes on May 31st for next day delivery. The shoes have not arrived to this day. After the contact, they ensured that they would return the money for the delivery, but did not give the date of delivery. The case will be reported to the consumer ombudsman.

Ordered shoes for my Daughter's birthday and paid the Next Day Delivery charge to ensure they arrived before her big day. Needless to say they were not delivered on time and I am now completely oblivious to where they are and when they will arrive. Schuh have said they will refund the Next Day Delivery charge but have not said when they will arrive and have not offered an apology. Complete lack of empathy and Customer Service. Not easy telling a 9 year old that her present which is already two days late will arrive at some stage - Hopefully!!!! Avoid this company like the plague.

Ordered online - took payment - no email of confirmation- payment now pending and have to wait for refund. Frustrating when you spend £200 on shoes and don’t have £200 spare to buy in shop tomorrow in stead as I need to wait for refund ( the shoes were for my daughters birthday)

Went into the Bristol Cribbs Causeway branch looking for some smart black shoes for a wedding. Found the ones I wanted, asked the very nice and helpful lady if they had them in my size 11. She scanned the shoes and said no, not in stock in-store but they can be ordered and sent to my house within a few working days at no extra cost. A few working days later, mere hours before the wedding they arrived. I was sent size 8 shoes, despite the order slip saying size 11. I opened a return for an exchange to the correct size 11. Had to borrow some black shoes for the wedding as I only had smart brown shoes and too late to organise even an in-person exchange at a store. However a few covid-delayed weddings this year so thought I'd exchange for the correct size and use for upcoming weddings. A week later my exchanged size 11 black shoes have arrived. They are size 11 but totally different design, AND BROWN. I have brown shoes, that's why I ordered black ones. Giving up now and just asking for a refund. How can they keep getting this wrong???!!?!?

Used Schuh online for the first time and was so impressed. What a brilliantly simple and quick process. I was able to benefit from £5 off for my first order, I had email updates, my order arrived quickly and I also had a follow up email confirming the returns process (I am definitely not returning as I love my new Converse!) People are so quick to complain when things go wrong but hardly ever congratulate excellent customer service so I wanted to take the time to congratulate them on a brilliant customer journey. Would definitely recommend.

Brilliant company with really fast postage - really pleased!

Terrible experience. The shoes fell apart on the 2nd day of use, sent them back for them to 'assess the fault' and they refuse to test the faulty area, and say it was not possible to do so, and will not send back the pair of shoes. Absolutely terrible customer service, I shall never shop with them again.

Quite sneaky in how they advertise their returns, they will charge £2.50 to return an item. This is even if you use their own supermarket collection service.

Sent me odd sized shoes - customer service just replied with scripted responses and made me drive miles to the nearest parcel collection shop to send back. No option to collect their mistake. Said I could exchange if I could find something of the same price (which I couldn't) but didn't have the ones I ordered in stock.

Today I visited schu in Cabot circus Bristol Amazing staff who served us A young girl training a new girl They was so lovely and welcoming I just had to leave a review , wish I had her name , a petite blonde girl , she really is a credit to this shop Thank you for attention today

Absolutely wretched customer service. Ordered shoes which I then returned for another size. Asked the replacements be send overnight (happy to pay) which was not honoured and not informed (would have just made a new order). STILL waiting on them 8 days after they claimed they were shipped. Desperate for this platform sneakers to match the height of my ankle cast - the hobbling uneven is making my back and hips (pregnant with PGP) extremely painful. Absolutely awful service would never ever EVER order from here again.

I have had a pair of vans for 4 months and both shoes have a hole in at the front. Tried to refund or exchange them at the Portsmouth store and they tried to convince me my toe nails are so sharp they cut through the shoes after 4 months and I have not worn them much they still look pretty new. I was refused a refund, credit note or exchange. Will not be using them again with such terrible customer service.