Company Details

Website said bank failed transaction, so did it again, same thing happened, so gave up. Found I have two pending payments and no orders. Spoke to customer service, 3-5 days for the system to cancel the pending payments, but could do nothing there and then as no orders.

I was served by Megan at the Beacon Eastbourne store, it was a Friday and I was getting married on the Saturday, my son has issues and I was struggling to find appropriate foot wear for him, Megan was so helpful and took the time to find the perfect shoes, she was absolutely amazing! And her manager was so kind and helpful too think her name was Claire or Chloe, not sure, but absolutely amazing staff at Eastbourne, I have recently gone back and purchased another pair of shoes and I will be shopping here for our shoes all the time from now on, Megan is an asset to your company! Thank you again

Shoes came quickly and in good condition

I recently purchased £150 worth of shoes and accessories on the Schuh website and paid with PayPal. On my PayPal payment confirmation my address is correct however it is a completely different address on the Schuh confirmation. Next day delivery paid for so courier at Hermes tried to deliver my shoes, realised an issue and phoned me. He corrected my address on the parcels and returned them to the depot. I contacted Schuh to inform them of an issue via help email and was informed that they would redirect parcels as return to sender so they could issue a refund. However, a second parcel (part of the same order) was delivered by Parcelforce to the incorrect address and signed for by the occupant. Schuh will not refund this item apparently as the address was the one on the order (even though they know it is incorrectand does not match the paypal information they were given). I have sent them proof of my address and the Paypal payment confirmation email and have finally managed to speak to someone in person at customer services who was very nice and is looking into it. He is the first person at schuh who was genuinely concerned and wanting to help me. Unfortunately, my original Hermes parcel is due to be delivered again to the wrong address so the occupant will probably take them too. This according to Schuh means that it is a civil matter and I am not eligible for either my goods or my money back. I have raised a grievance with Paypal also who just want me to deal with Schuh directly. Maybe these two enormous companies need to realise that they are at fault and ensure their customers rights are upheld and stop shirking their responsibility. I have shopped with schuh and used Paypal many times and necer had an issue. I will NOT be using them again! I have seen the review on here with a similar issue who was eventually refunded. I am hopefully this will happen in my case. In short I paid for good I did not receive. I am entitled to either my goods or my money back.

If I give this negative rating I would. I ordered some toddler shoes for a birthday on a Wednesday. Thought they'd arrive in time for the bday on the sat. Received an email with UPS tracking saying it would delivered on Friday, brill I thought. I checked tracking on Friday and it stated it was delivered but I hadn't received it. Upon checking further it was delivered in Hailsham over 170 miles from my address. Odd. I checked my order my address was correct as confirmed by schuh. Messaged customer service on Facebook they said they'd investigate and get back to me hopefully over the weekend. I called UPS gave them the tracking n0 and they told me this parcel had a different name and wasn't me. So I thought ah OK schuh just gave me the wrong tracking. Messgaged schuh said they given me the wrong tracking. As I've now missed the bday I'd have to get something else. Got a message on Sunday stating parcel will be delivered Monday (today)..... No parcel arrived. They said they would investigate.... The new tracking number had the parcel delivered to a similar location as the first. Even more odd. I called UPS they said that they had no parcel ever for my address details so Schuh never had even sent my item. I asked for a refund but schuh said I had to wait 8 days for UPS to investigate. I raised a PayPal dispute. Pushed for a refund to which I was told I needed to close the dispute in order to action the refund. PayPal said donot close the dispute until you receive the refund. I conveyed this to schuh got the refund... Finally. So, UPS seemed confused and concerned, they thought I was messing around when I called them. Schuh never sent my parcel. Customer services was OK but either someone their end is very incompetent in not sending orders out or something dodgy is going on. No parcel but get told is dispatched with someone else's tracking number twice! My Facebook conversations with them seemed to have vanished after I got my refund. Fortunately I screenshot everything just in case. Wouldn't use them again.

Absolutely awfull service. Issues with order that didn't process, money taken yet no confirmation. Told to re order, paid twice. Told my transaction couldn't be found when the money was taken. On my 14th email regarding solving the issue. Absolute joke

Schuh dispatched three pairs of shoes. Two of which did not fit and the third was in an appalling condition. These we not checked properly prior to dispatch. The online chat function is a complete waste of time and to be honest poorly leveraged use of technology as there always appears to be a massive wait for anyone to respond. When you email the company directly they appear (as with so many companies) to completely ignore the contents of a customer's email and send back formulaic responses that do not address the request or concerns. The company's returns policy is sub standard and greatly inconveniences the customer. Rather than making it easy and underpinning brand loyalty and a positive customer journey. I will not use Schuh again and I would advise that you familiarise yourself with the appalling returns policy before making a purchase. Also note their current Trust Pilot rating that speaks volumes. Internet retailing gone wrong!

Not great, i ordered some shoes for my wife after a different company let me down. I paid extra for next day delivery but it didn't turn up.

Terrible customer service- received 2 pairs of faulty shoes that i am having to wait until they refund me- been waiting over 10 days and they are now saying they will inspect the shoes- which still have tags on as i could not wear as they were sent out faulty. Still don’t have my money back for their error- very stressful returns process will not be ordering from schuh again very very disapppoited

Really great service. My order arrived within 2 days! The shoes are good quality and were a very reasonable price. Will definitley buy from Schuh again :)

It was great to shop in store again but I think the selection wasn’t great. I will review the staff highly who were knowledgable and very helpful. I managed to buy a pair in my size but would have loved a wider selection to choose from. Overall a good experience

When I walk in covered in dirt in my work clothes noone bats an eyelid. They are always welcoming and very helpful ! ( Norwich store) . Other shops follow me around. So helpful and so friendly and non judgmental! Means the world to me . Lastest purchase of sandals was quick , easy and pleasant!! Thank you

Anytime I need shoes for either myself or my son, I go straight to Schuh. The website is very user-friendly and modern. The live chat feature I've had to use once and got the answer I was looking for within seconds - can't ask for much more, thanks to the assistant Nicola for that. In-store as well they are always so friendly and knowledgeable, I like the layout of the store with terminals to pay staggered throughout the shop, it's a nice touch. I think the girl in store I once had was called Beth, couldn't have been a nicer person All in all, my favourite shoe place

Returns cost £2.50 if you’re not a ‘Schuh member’. Shouldn’t this be clear when you order as I wasn’t aware of this charge until I tried to return. All it seems to market is the 365 return policy! No mention of the £2.50 charge except in small print. I’ve never known another company charge to return shoes, especially when it’s unused and you’ve bought in a couple of sizes to try at home. Bit of a joke.

If I could give no stars I would. I strongly urge people not to buy from this company, at least online orders. I ordered some shoes in the sale, they took two/three days to come, except they didn’t. I received an email to say that my parcel had been delivered, which was strange because three members of the family were in all day and yet none had taken a parcel. So I contacted customer services via live chat, only to be told that they would need to track the driver down to find my parcel, I was told this would be a potential 72 hour wait. In the meantime, I put in a formal complaint and requested my parcel be re sent, next day delivery with no additional charges. Schuh refused to do this and instead told me an investigation had to be carried out first. I then heard back from them and was told that the delivery driver had instead dropped my parcel off to a neighbour that are at the very bottom of my street. Why they did this? I assume laziness or incompetence. Schuh then proceeded to ask me if I would “pop down” and try to track down my shoes. This is unacceptable. I paid the same amount as anyone else, yet have received shocking service and I have even been asked to try and find my own parcel. As it stands, I have asked for a full refund. Will not be shopping here again.

Disgraceful service. Purchased some sandals that were not fit for purpose, one being massively large than the other. Literally wore them for a five minute walk to the pub, then had to take them off. Returned the sandals for 2.50 bad enough, only to be told I could not have a refund. Five minutes. Don't believe the "year to return" I am not a serial returner and never had a problem with other companies if size has been an issue. Not good enough. Won't shop here again.

Quick delivery but shoes were scuffed, clearly used and not even packaged back up properly. I now have to pay £2.50 to return them? Wish I'd checked the reviews here first, I thought Schuh was reputable but maybe not anymore :(

I was meant to text my review but it said it would charge me so I shall do it on here. I called customer service as I needed to return trainers, Breagh was very nice and helped me with my late return. She was very understanding to my situation. I'm very happy with thus company as they are always willing to help when they can and they also put so much trust in you as well when it comes to a return as they sent me the same trainers out before my return. Highly recommended. If someone at schuh could pass this on to Breagh, that would be great, thanks.

Bought my daughters shoes at the Peterborough store and Our assistant was excellent, really friendly and efficient. Second purchase was at the Cambridge store and was just as pleased, Josh was efficient, friendly and helpful. Will happily shop with Schuh in the future.

Warte nun schon seit über 2 Wochen auf meine Schuhe und den anderen Bewertungen zufolge kann ich noch lange warten ... Bei UPS wird der Zustellungstermin immer wieder verschoben. Gott sei Dank habe ich auf Rechnung bestellt. Habe mir die Schuhe jetzt bei einem anderen Händler bestellt - zwar für 10€ mehr, aber da weiß ich wenigstens, dass sie in 2 Tagen da sind ;)