Not a good experience with online shopping, having previously only bought in store. Charged £4.99 for delivery of what should have been size 5 boots. I'm a size 4.5, but as half sizes aren't available, I always have to order a 5 and wear socks. The boots were clearly not a size 5, more like a size 4 and far too tight. They were also described as ankle boots, but sat well below my ankle (I'm 5'3) and could not be worn with socks. Returned and was charged £2.50 return fee. I have therefore been charged a total of £7.49 for an item that is unsuitable. Schuh claim that they do not refund postage charges, but under the Consumer Contracts Regulations Act, they are obliged to refund this - I will be submitting a complaint stating this and asking for my £4.99 to be refunded. Schuh are therefore making a lot of money out of customers who are unaware of this rule.
Review by Advanced2 months ago
i will never ever buy shoes from schuh again, their staff isn`t able to find out what's wrong with shoes, despite if their is anywrong with it . 50 quids for nothing ! thanks a bomb !
Review by Nestorio2 months ago
I have bought many pairs of Converse, Dr martens and Nike footwear from schuh and mostly pleased when bought from the store. But when it comes to returns and reviews online it's a different story. Whenever I leave a negative or low rating it never gets published, which I think mislead customers as they only allow the higher ratings to be shown ( that's a big no in my book)...and trying to get a response from them in email is almost as bad. The woman I spoke to on the phone at customer services was good though. But any online activity/communication is poor
Review by Zaibun Premise3 months ago
Purchased trainers and boots over the past 12 months. Fast delivery and email updates. No issues at all.
Review by Mfantasia Picciani3 months ago
Bradford Schuh store.
Shopping for my daughter's Christmas Doc Martens.
Very disappointing. Firstly, despite there being several members of staff about, getting their attention seemed very hard work. And then "we'll be with you in moment" turned out to be 10 minutes or so.
Finally, my daughter was able to state her needs and hoped to try some boots on. However, despite the shop proclaiming a kids' Doc Martens section, there was only one style available in her size and these were not suitable.
Now, you might think that under such circumstances, that the sales assistants might be keen to let us know when they will be restocking the shelves, given that they had a guaranteed sale if they had the right product (size and style) but no, the only comments we got were some lame excuses about adult women buying out the small sizes cos they are cheaper.
If you sell out, this is good! Get more product, make more money! Simple business!
Apparently not for Schuh Bradford. Alas, we came away with the impression that the store was not really interested in making money by giving customers what they need. Very disappointing.
We will go to the Doc Martens shop in Leeds instead.
Review by Troylynn Bestas3 months ago
Schuh in Edinburgh.
Schuh have this mad policy for picking up shoes you have ordered and paid for, where if you only have the receipt and not the card you used, they won’t give you the shoes you paid for. Their snowflake staff don’t seem to be able to use discretion or common sense to look after their paying customers. I said “this is b0llox” and the young manager said “please don’t swear” – I said “this is a word used by political parties on their T-shirts in the European Parliament” and she said “ok.”
They claim that is a security to feature to protect the consumer in case someone finds the receipt but since the receipt is Proof of Purchase, how can they insist on the card as well. Is this legal? I have Proof of Purchase, they have the money, the shoes are in the shop – can they legally refuse to give them to me? No more shoes at Schuh for me.
Review by Roxayne3 months ago
I’m a Dr Marten fan; had several pairs myself & so I decided to buy my 2 x Girls (toddlers) a pair.
My Dad visited the Rushden Lakes store to purchase them a week ago (today) as a gift for my daughter’s birthday (today!)
My daughter has worn them for 1 day! And 80% of that time was in-doors... the front of the boots has scuffed & the material (supposedly Leather) has literally peeled off about 2inches along the front of the boot.
As an unsatisfied customer I decided to return the boots to the original store today (with my children, on foot) to request a refund. In my eyes, when you’re spending £50 on a pair of boots for their known durability, you don’t expect the leather to peel off because they’ve been scuffed... or am I the one who’s wrong here?!
I was told by the manager (Connor) that there was nothing he could do as they’ve been worn, and he wouldn’t be issuing a refund!
I went on to explain (with my TWO YEAR OLD IN MY ARMS & my 4 year old standing next to me) they’d only been worn for less than a day & indoors for the majority of that - but he didn’t seem remotely interested. My dad then went on to advise he thinks there is a fault & we’d like to exchange them - Connor still refused.
I advised him that if I couldn’t get a refund I would go to trading standards; Connor said that’s fine, but there wasn’t anything he could do in store! He then pushed the box out towards us (in a huff!) and told us to leave “his store” otherwise he’d call security...! Then walked off (& radioed through to security)
Bearing in mind I was STILL carrying my 2 year old... next thing - Security turned up!
I Stood to argue my case because a.) the boots state they’re Leather. B.) just because my child scuffs a shoe, doesn’t mean they should peel. C.) because Connor then went on to explain the boots were only ‘Leather Coated’ d.) the box doesn’t tell me they’re ‘leather coated’ & when I asked where this information was, Connor said on sticker - THERE ISN’T / WASN’T a sticker - not even on the brand new pair that hadn’t been worn by my 2 year old OR on the box... false advertising?! (They state LEATHER NOT LEATHER COATED!!)
Where are my rights as a dissatisfied consumer?!
Definitely won’t be returning...
I appreciate it may have been a difficult situation to deal with & In my eyes, was made worse by the ‘managers’ unprofessional tone - but seriously, calling security to have me removed when I’m carrying my child!! What did you think I was going to Connor, set my daughters onto you! 🙄
Review by Corndolly3 months ago
Poor website experience.
They tell you order before 10pm for next day.
You do that and pay extra for next day.
Then at checkout on mobile you get no warning if it won't be next day due to location. Likewise your order confirmation doesn't say when it will be delivered, therefore you assume it will be next day as you paid for.
The first you know it won't come next day is when you get an email on the expected day of delivery saying it's being prepared.
I contacted them and was told on mobile you must scroll back up to see this information at checkout. I tested this and still couldn't see it.
So they say it my fault for not seeing it, yet they make it hard to find.
I live next to the M6 between two major cities. I'm pretty sure my location has nothing to do with it.
Review by Kurasko Vidolova4 months ago
Came into store Trafford centre was served by Jack I ordered some doc Martin for my niece what a lovely young man so helpful and glad to see someone that likes his job and willing to go that extra mile he is a credit to the store and would be a good manager in the making well done
Review by Reywel4 months ago
Failed to deliver my parcel to the correct address, and then the address that it did get delivered to, refunded my item without having to require any id! Shocking, will never buy from Schuh again.
Review by KimTank Khariwo4 months ago
Not only did they lie about the returns policy but when I called to say I was given the wrong size and my feet are cut open...I was told to waste time and money taking them back to eldon square to get them exchanged , only when I did waste that time and money not only did they not exchange them the staff laughed , stared and talked about the disabled woman and told her she should kill herself as she left around 3pm wed 9th oct 2019. I called schuh again while in the shop to be told I would be sent an email where I could return the shoes elsewhere for a second opinion , only no email was sent. Then when I arrived home, called again, explained everything again, was told the same rubbish again and NO EMAIL was sent AGAIN because none of them know how to do thier job, too busy targeting disabled people to see if they can make thier lives difficult for a laugh, sad people.
Review by Jozlynn4 months ago
Awesome experience.. the staff are helpful & always in good spirits! Blackburn store 👍🏼
Review by Yamit Torholt4 months ago
Worst delivery service ever. Ordered twice from Schuh and both times have had issues and delays with delivery. Won't be ordering from them online again.
Review by Kratzi4 months ago
purchased kids converse, item received opened packaging and converse box completely battered - contacted schuh 3 times for new box and they sent 3 boxes all the incorrect size. 4th time stating now don't have the size boxes anymore? Now waiting 4th box after advising customer service of correct dims of box, lets hope this time correct box received - very poor service.
Review by Mondani4 months ago
I hate their f****king youtube ads. “KNOW HOW WE DO IT” **** off fam. Racist too, honestly **** this store as a whole. Haven’t even shopped but looking at the reviews, I would burn this store
Review by Siz4 months ago
Very good customer services. One year for exchange ( sellable condition), or give it back if something wrong that is very good. Staff in Swindon store are amazing specially one little guy with dark hair who exchanged my shoes 3 times in the space of 2 days with lovely smile on his face
Review by Stigg5 months ago
Bought a pair of boots from them, wore them for one day out and they tore my feet to shreds. Send them back to Schuh explaining my experience and waited weeks for a response. After an initial email almost two weeks after I sent them, I chased asking for a status update... to which I received the following:
“Thanks for the return of your recent order.
The footwear has been inspected by our Quality Control Department and unfortunately a fault has not been found. We're really sorry for any disappointment or inconvenience caused.
As this is the case the shoes have been returned to the original delivery address. The tracking advises they were delivered on 23 October. You can collect the footwear from this address.
Please contact us if you have any further queries.
schuh customer experience team”
So clearly they think I’m lying and have literally offered no solution other to return the shoes without any communication about it. It went to a Collect+ shop so I never received them and quite frankly never wanted them back which I explicitly stated on my return form because they RUINED MY FEET! Why would I want them back?! Not collecting them. So I’m now quite a bit of money out of pocket because their service is shockingly poor.
Never again will they have my custom.
Review by Duella5 months ago
I had bought a pair of shoes for school and after wearing them on the first day back my feet were killing me. After the second day of wearing them I had blisters below my big toe, and just yesterday I was in so much pain I couldn't walk. And they had cost me 70 euros! And I spent a fortune in the chemist yesterday from buying plasters and dressings. Never buying from here again.
Review by Starobelka Azersky5 months ago
I went into Kingston Upon Thames Branch last week to complained about pair of sparkling summer Sanders called Barcelona. I spoken to one of the manager whom asked the supervisor or assistant manager with a blue green colored hair to assists with my complain. I explained that the particular pairs were falling apart and he made me felt as if I was lying and it's my fault if the Sanders is faulty. I bought it ending of July..... only few months ago. As I couldn't find the emailed receipt went back few days later with the receipts and was replaced. I went in today to picked up the replacements and I realised I bought another pair which wasn't sure what happened to it. one of their staff was understanding and tried to help by asking the same guy with green blue hair. Again I felt the same bad attitudes and by the time the lady came towards me her vibes wasn't pleasant as before. She was trying to be nice but I can see from the tone and look in her face that they thought I'm lying or trying to get free shoes. I was told oh we are sorry we wont be able to check if you haven't picked up the shoes. Although I have my receipts with me. Very disappointed that the assistant manger or supervisor made me felt so low. Over the years I have spent so much money in that store. I doubt if will ever go there again. Lovely store with great services. One bad experience.
Review by Rianneke5 months ago
Bought a lot of shows from the online shop. Great service very easy to return, great customer service
Review by Tforester6 months ago
This might actually be the worst company I've ever deal with. They delivered a pair of shoes whilst I was out. They didn't leave me a slip telling where they'd left them so I had to call up and ask. The shoes were delivered to my neighbours, who denied all knowledge off the parcel which isn't Schuh fault. However there system told them who'd signed for the parcel and where it was. Despite this, they would not send me a new pair of shoes or refund me.
I've had to speak to them multiple times about my order, each time they fobbed me off refusing to refund me. It has now been three weeks; I still do not have my parcel or a refund. I’ve written complaints which have been ignored. No advisor has update despite multiple promise to do so. No discount has been offered.
honestly the most frustration experience I've ever had to deal with. I'd expect more from the company. I will not be shopping here again.
Review by Amadeu6 months ago
Bought Dr Martens at Schuh Watford, priced at £130, the price label was in the shoe on display. At the till, the price was £149. It was the store’s error. They said legally they can charge the higher price, even though the price on display was lower. Disappointing they could not honour their mistake. Will think twice about shopping at Schuh.
Review by Suparious Podipireddy6 months ago
I order 3 pairs of shoes, which were delivered in 2 separate deliveries. The first came without trouble, but the second was the worst customer experience I've had. Delivery was supposedly attempted the following day, yet I was home all day and no delivery came. I waited some time and then emailed the help line asking where my item was, only for them to tell me delivery had been attempted but since I was not home it was sent to a nearby business for collection. As I had already left home I was not available to collect so my mother would have to, but she could not until today. Much to my displeasure the order had been returned and refunded without my consent and with no warning, and now the said item is sold out in my size. Atrocious customer service, don't buy from this garbage company.
Review by Monir6 months ago
James at Schuh in Meadowhall was professional, patient and helpful.
Review by DeenIl6 months ago
Schuh Bath. Pounced on as soon as I walked in. Paid for my shoes and they refused to take my old ones to dispose of as I wanted to wear the new ones. I was told there’s a bin down the road. Clearly as soon as they have your cash, customer service ends. Terrible.