“Awful their customer service is so bad I bought trainers that were faulty after two weeks the heal had worn away exposing the plastic liner that cut away at my heal causing a significant injury. Due to Covid they said not to worry if there was a delay in return. I returned them and they refused a refund. These guys are cowboys of the shoe world don't deal with them go somewhere else!”
“Hands down the worst shopping experience of my life... first time shopping with this company and definitely will be the last.. do not have a good word to say about this company!!! I ordered 2 pairs of shoes from this company for my son for school. Neither pair was suitable so I returned both pairs together in same package via royal mail- royal mail return was 11pounds as this was due to being medium size parcel and insured up to 100poinds to cover the value of shoes.
Schuh recieved my return and emailed me to confirm this- the first mistake was them stating it was returned via collect plus and they were going to deduct 2.50 from my return. I emailed to say this was not my method of return- they apologised and refunded me the 2.50.
Then I noticed they only refunded for one pair.... I contacted them to confirm when other refund was being processed- they stated they only recieved 1 pair??? This is not possible as I know what I sent.. 2 pairs together. After several emails saying they are not at fault- saying stock levels show other pair not received. At this point I'm very frustrated as I still am waiting on 50pounds return. I provided my proof of postage thinking this will resolve this matter but NO!!! Still trying to get out of it and keep my money!!!! They said weight on receipt shows 1.56kg so that means only 1 pair returned!!! I asked during your investigation of this what did my shoes weigh?? They could not provide this information... so how did they come to this conclusion that other pair was not returned??? They are saying an average pair of shoes weigh 1kg.... I said an average does not reflect onto my case and I wanted this investigated further and to speak to manager!!! I said the both pair of shoes I returned should of been weighed to get true figures not just calming off my complaint and trying to keep my money... waiting on making a call today to try again to get this resolved. One week later stressful week- making emails and calls in between working all”
“Schuh Cardiff beach, staff member called rhian spoke to coworkers like dirt! Really felt for the staff at this branch! Think she actually had a branch up her arse! Will not return! Nobody deserves to be treated in this manner!”
“I visited one of your Edinburgh branches today, and I must say that I left embarrassed. As soon as I entered your shop one of your employees shouted in front of everybody "where is your mask?" in a rude manner. I cannot wear face masks as I have a respiratory condition and suffer of anxiety and ptsd and when I wear a mask I am more likely to get a panic attack. I understand that your employees are doing what the managers tell them to do and it's not their fault, but I would advise you to give a better training to your staff because that is just going to put customers off.
I won't buy anymore from your shops, that's fore sure.”
“Placed an order for next day delivery. A week later it had not been dispatched. I contacted to ask why? I was told it was still in the warehouse, the warehouse was closed at the moment and they have no idea when it will be open so I asked them to cancel order and give me a refund. They refunded me and the next day order arrived at my house. Then they mailed me telling me to return the order to the post office or pay them for it by bank transfer. As I am in Ireland It would cost me money to transfer money through the bank to the UK so I asked for their PayPal. They didn't reply to this message. Then 3 months after their credit control team send me a email saying I requested a refund and by their records my order was delivered and action I need to take action to pay for it or return it in 14 days. I paid for it, sent them the transaction ID. Asked for receipt of payment and again got no reply!!! Total mess up of my order and Would never order again from here.”
“What Schuh don't tell you is that if you're not home when the driver calls, you don't get a second chance, they take it to a store where you have to collect it.
This happens even after telling UPS (vis their own website) to leave in a safe place.
Schuh customer services contacted, but they were not interested in the slightest.
Awful service”
“Really poor experience for a really simple order. 2 pairs of trainers ordered, 1 arrive finally after a week, the other no sign of whatsoever. Online chat doesnt work and their Twitter help is completely useless. Avoid.”
“Impossible to contact this company and blaming everything on Covid19. Other companies seem able to operate inline but not Schuh. Three emails no response at all.”
“I did receive the wrong trainers in the right box but I am giving 5 stars as the problem in the shop was sorted out so well and I even got a phone call as well from schu.I ordered online and payed with PayPal.I got a cash refund.”
“Excellent quality and fast delivery
Absolutely fantastic costumer service and excellent quality of help and support
Ready for advice and rapid response
Thank you”
“Terrible delivery service...spent 2 weeks trying to get a parcel delivered in Ireland only for them to say the delivery address was incomplete. I literally had the full address on the order and rang them up twice giving eircode and even explicit directions to the house!
Eventually they dropped the parcel in a local shop having received texts from UPS asking for eircode and directions and it was literally ALL on the parcel.
Won’t be ordering online from Schuh again while they are using UPS as a delivery service.”
“Purchased kids boots online via Schuh website. On arrival too small. Unfortunately couldn’t find original email order number. Went to local Cardiff store, where female Manager & one of her male colleagues searched diligently for the online order. Found at last & issued full refund for the boots. Now awaiting larger size boot & Store to email when they come in. Can’t thank the Cardiff Store enough for their First Class Customer Service....Well Done Cardiff 👍😀”
“Firstly it deserves a 0/5. Shocking service. My mother orders me Doc Martens for Christmas but they never arrived. I contacted Schuh to find someone has signed for them who is not in my family. I have checked all the order houses and businesses on the street and the package is nowhere to be seen. UPS the delivery service needed a tracking number which Schuh did not provide me with as I am in the Republic of Ireland so they cannot be tracked.
Horrible service, would not reccomend. Staff don't really give a s**t. Also pretty disappointed the only thing I asked for from my mother had kit arrived. It is too late to have a new pair sent as it is 20 of December. A complete balls if you ask me.”
