Company Details

First time ordering from Schuh. The order arrived very quickly, but the boots are not a comfortable fit so I want to return them. The order number is 'not recognised' on their returns page, and no response from customer services, the only response I can get is a useless AI bot that keeps referring me back to the refund web page. I will probably make the 50 mins trip to my nearest store, but will never order from Schuh again.

Order your shoes from any other website than Schuh. Delivered the shoes to the wrong address, completely over the other side of the city. Don't respond when contacted and then say I have to go to the house myself to collect them. Then when I refused and asked for a refund they said they would only refund if the courier are able to recover them from the house they wrongly delivered to. To make it worse I paid for next day delivery and they were delivered to the wrong address 2 days later. Wont ever order from here again.

Delivered quick first order probably the last was hoping my trainers would arrive before my holiday and did but when I opened them was really disappointing to see the steve maddan trainers had no spare gems attached to lid bashed box no steve maddan tissue paper which usually they are wrapped in a soles marked.contacted schuh to let them know but didn't really get the response I thought I would in my opinion the trainers are probably ex display or a returned item

Bought a pair of birkenstock boots £160 with a year warranty. After 3 months the sole came away after light use I took them back to cribs bristol and was told they would not honour the warranty even with receipt. Really advise not to buy from schuh as they do not honour the warranty amd the service was absolutely terrible, over priced amd terrible quality and no support at all in shop absolutely careless company.

Received trainers, however too small so created a return. As of today - 23 days later, still waiting for refund. I called a week ago and was told they are experiencing long delays, processing the returns. 23 days is ridiculous.

Poor customer service. Take literally days to reply by email. Tried to complain about split in sole on Dr Martens and they kept saying they couldn’t find transaction. Eventually found it and then just said they had found it but no resolution. Delay tactics to not give you a refund. Won’t buy from them again.

Didn't realise they use FedEx so had no chance of ever recieving my order! Live Help was slow to use! Won't use them again

Went to buy kids shoes in Schuh in Gyle centre Edinburgh. Hannah was amazingly patient and showed us lots of alternatives and brought them out to try.

I placed an order for next-day delivery, but it was shipped out a day late from the Schuh warehouse. Additionally, the delivery company, Evri, caused further delay by keeping the parcel at the delivery depot for 3 days. As a result, I ended up canceling my order and going to Foot Locker instead.

Shocking service. Ordered a gift on NDD. The order arrived on time however the box was in horrific condition and there was ONE shoe 🤣 Spoke with a member of customer service and they suggested I drive 40 minutes to have the shoes exchanged or return and they will send a replacement. I paid next day for a reason and should not have to go out my way to make up for their error. I even asked for them to send one shoe but no apparently they can’t do this (when they already did) it’s ridiculous, customer service and quality of care is shocking, clearly no care for their customers. Won’t be using again and will definitely be escalated.

Don't buy at Schuh. After 3 months, both SAYE trainers bought at Schuh are peeling and looking like cheap knock-offs. Schuh shop manager at Cribbs Causeway refused to replace or refund. First, saying it's a problem with vegan leather, normal leather would have been ok. Then saying it's normal wear & tear. Clearly, it's best to leave Schuh's trainers on the shelf rather than actually wearing them, even occasionally for 3 months! Then it was due to the way we put on the trainers, based on the laces being tied when we brought them to the shop (Note to self: stop being neat). As they were over £100, I'll submit a section 75 claim via the credit card company and let them sort it out.

The person who served me, Reece was really helpful to me and my friend when purchasing our item. If I can’t back I would want Reece to serve me again, Thank you

Amazing staff, especially Rhiana (cribbs causeway store). Seems slightly understaffed but Rhiana made me and my mum feel very welcome and she was very genuine. Seriously one of the most helpful staff I’ve met! My mum bought 2 pairs of shoes using my student discount which gives you 10% off I think

What a helpful friendly lot of staff in Schuh at the Chelmsford branch. Thanks for your very quick friendly service today

Big shoutout to Kirsty from the SchuhKids at Trafford Centre. She was wonderful! I needed help measuring and finding the correct trainers for my little boy who started school the following day. She went above and beyond, interacting with my son and tried on at least 5 pairs of trainers with him, engaging with him the whole time. So kind and extremely helpful. Thank you Kirsty

Ordered a pair of trainers on Wednesday 28th August. Received an email the following day saying that the order had been dispatched and would be delivered the following day by FedEx. Stayed home all day on the Friday as delivery had to be signed for - received an email in the afternoon saying from FedEx saying ‘sorry we missed you’ although I had been home all day and also have a blink doorbell - no one from FedEx had been near my property. Then the same happened again on Monday - again I was home and contacted FedEx and was told this would be delivered on Tuesday (yesterday) again still no delivery and an email to say sorry we missed you. Called FedEx again and was promised this would be delivered by 12:00 today. Contacted Schuh last night via live chat, explained the issue and was promised that this would be cancelled with FedEx and resent out for delivery with Evri. Received an email from schuh today saying my replacement parcel has been dispatched and will be delivered by …. FEDEX! Contacted schuh again via live chat who were not helpful in the slightest, really bad customer service and have been told that I will not receive a refund until FedEx have attempted and failed delivery 3 times!! So now I’m £100 down, with no parcel (which was a birthday present) and won’t receive a refund into FedEx have supposedly attempted to deliver my parcel 3 times.

I am so shocked at the service I have received. I purchased Crocs as I have an injury and my Physio told me they are the best to wear at this moment while in treatment. I purchased it and a week later no shoes. I have been on to them each day this week being so nice and today Luke on the chat was so unhelpful. I asked to please escalate this on three occations and he would not help me. Just told me I have to wait to see if Fed Ex responds so then only can I get a refund. The tracking shows clearly that the parcel is LIT and stuck in the depo office somewhere. It has not moved since Tuesday and yet No one is willing to refund me or replace it with another colour or anything - No we have your money so you need to wait. Horrible experience that now I have to take more time out of my day to do a chargeback with my bank. How does companies get away with just awful customer care.

Buying online with Schuh is such an easy process. The customer service is easily the best I have come across. Super quick response from cs team. Quick delivery. 5 star

I went on 2 seperate occasions for kids school shoes and both times the customer service we received was amazing! Staff in both occasions were really helpful and engaging. It was refreshing to go into a store and have a helpful conversation with them. They were knowledgeable with shoe fittings and styles. Engaged with the kids who were choosing shoes and offering alternatives and options if they didn't fit/unavailable. This store will definitely be our new go to place for shoes purely for it's customer service! Well done Leicester Highcross Schuh Team! Attended 16/8/24 and 25/8/24

After trying serval unhelpful shoe shops for our son it was so REFRESHING to find a store that actively wants to help! The 2 guys listened to both us parents and our 6 year old son. They measured his feet and brought out options. Nothing was to much trouble! Our son bounced out the store with his new Vans on his feet and we have a better understanding of his feet! Thank you so much!