Company Details

Trued to order online but would not allow payment. Contacted customer services who could not complete the order either and promised to investigate problem and ring back in an hour. They did not. Got a call at 16.26 but rung off after 3 rings so could not answer. Rung number straight away but hot message that service was now shut fir the day. Than got a message that if I still wanted to buy product that should go online. I did this today and still not able to complete purchase. Clearly the item isn't actually available but Schuh are using it to draw customers online. Accordingly I have deleted my account with them. I've shopped with them over many years but the service has got worse and I am taking my custom elsewhere. I will not go into their shops either. Save uiurself the hassle and do the same. Truly appalling customer service response.

The shoes I purchased had a manufacturing error which I only noticed after some time. I shipped the shoes back for inspection, and was given the option of a replacement or a refund. Everyone I spoke to, both over email and over the phone, was really helpful in making this right for me.

I’ve been awaiting a refund for almost a month now despite contacting customer service and receiving assurances it would be with me by today as it was delayed last week. There was also an issue where they sent me an exchange I didn’t request but routed the parcel back to them. I don’t think I would ever shop with them again unless I had a store nearby where I could return to. It’s a shame as I have used them in the past (without returning anything) for my day to day trainer purchases and not had any issues. Reading the reviews below the customer service on returns seems to be very poor.

Love Schuh! Bought two expensive pairs of shoes online. Schuh put into two packages, and despite someone being in, the Evri delivery driver didn't knock, took a photo of both packages and only left one. Evri have been no help, but the lovely customer service person at Schuh arranged for a delivery of the missing item. Thanks, Schuh!

Didn’t receive my item! Apparently it was left with my neighbour (an old man and lady who have been taking my parcels in for years) they assured me they didn’t have it. I contacted schuh and they assured me the driver would go back my my neighbours to retrieve the item even though I knew they didn’t have it. Then they advised me that the courier said my neighbours had recieved it and I have the item. When checking again with my neighbours they said FedEx hasn’t been once never mind twice. So I am now £90 down and don’t have the trainers which were a gift! Schuh said there’s nothing else they can do when I asked them to open the case again with the couriers, Appalling customer service! Will not be using schuh ever again!

After returning a faulty product I have been unable to receive a refund of my postage costs from Schuh. This is despite their own policy that a full refund should be given and their own acknowledgement that the items were indeed faulty. After several emails over several weeks it appears easier to write it off and save my time.

Would never of ordered from here if I knew they used FedEx to deliver. As expected nothing arrived! Won’t be ordering again from here. Avoid if you need your item on a specific date!

Disappointing Return Policy - Return Fees Per Item! I recently shopped at Schuh, but I was shocked to discover their return policy. Unlike many other retailers, Schuh charges a return fee per item when you send items back by mail. I expected better from a brand of this size, especially in an era when most companies prioritize easy, customer-friendly returns. This policy feels outdated and inconvenient, making it costly to return multiple items from a single order. It certainly discourages me from ordering online with Schuh in the future. Would definitely recommend checking the policy closely before purchasing if you’re unsure about your items!

Terrible service from the manager in the Brent Cross store. 7yo daughter was fitted with £80 doc martens where the zips keep falling down. Got a lot of sucking air and looking at the zips and being told it wasn’t a problem. Either misfitted or faulty shoe. Cherry on top was being told that she would get a colleague to remeasure but there wasn’t much point as her opinion trumped her colleague’s. Rude, unhelpful and unacceptable customer service.

I ordered a new pair of boots recently. What I received from this company was disgusting!!! I received a used pair of boots; not even the same as I’d ordered! They were dirty, had mud on them, came in a tatty ripped box & the outer bag stank of stale cooked food! 🤮 First time ordering & wont be ordering again! Knocked me sick that I had been sent someone else’s dirty boots 🤮

Absolutely horrible experience!!! Ive been back and forth with both the shipping company and schuh , neither of them have been any help at all, the customer service is absolutely terrible. Wish someone would actually help me instead of passing me back and forth , paid for my delivery and have been to the depot to pick up my parcel which was put out for delivery, but still not delivered a week later. schuh customer service have been no help either , when i finally get my parcel will definitely return , a company with such terrible service does not need my money

Just felt compelled to write a review on my experience with Schuh. I bought some trainers which were a Christmas present from my wife. Although I had had them for some time they had deteriorated prematurely and became too uncomfortable to wear. I contacted customer services who after inspecting them agreed to refund me on the basis that they weren’t right. Bought a new pair from them but one of the laces broke the first time I wore them. They went the extra mile to get me some new laces. Thank you for your excellent after care!

I ordered a backpack online and unfortunately it was too small so it was returned same day. Refund was in my account an hour after they received my tracked item. Great stuff.

Very disappointed with service. I wanted to buy trainers for my son and everything was so complicated. All stock is together by brand and not visible separated. I need to asked for help and manager could not care less. As my son size is 7 it was necessary to scan each pair which was so inconvenient for him. I left and bought his trainers at Office where I got outstanding service

They cancelled my order as the item 'couldn't be located at the warehouse' (I'm assuming no stock), but they failed to let me know this was the case and was left waiting for my item to arrive for a fortnight until I contacted them. Bit disappointed and I'm still looking for these shoes!

If I could give zero stars I would, I ordered my daughter some expensive ugg boots but they were to small and needed to get a bigger size, we went through all the return process and put it in one of those drop off lockers, we then received an email staying that the shoes that was in the parcel were some random pair western style shoes, I have no idea what they would even look like. Clearly we got back in touch and let them know we 100% put the small ugg boots back as they cost a lot of money and we could of used that money to order bigger ones, but inevitably no refund was given nor really investigated. I feel appalled at the way this was handled and some courier has managed to steal a pair of ugg shoes and leaving a family down money and told to suck it up.

Shocking delivery service. 3 weeks and no solution. Only option at this point it to try and get a refund for shoes that never arrived.

Voller Betrug ,meine Schuhe bezahlt ,aber niemals angekommen,Finger weg kann ich nur sagen

Awful customer service. Returned a pair of kids Nike trainers after 6 weeks use as the paint on the soles were badly chipped. After a lengthy trip to a store to hand them over they got sent back to me 5 days later with an updated unsigned letter saying they tested them and they were fine. They definitely are not fine!! No contact details on letter sent. Guess I've learned Schuh are ok until something goes wrong. Will totally avoid buying from them now.

I visited the schuh store in the potteries shopping centre, Hanley, Stoke on Trent. The customer service i experienced from the store staff is a credit to the company. They were all of friendly and helpful dispositions. This was delightful to experience and I feel rarity in recent years.