“To begin I'd just like of advise that you offer customers the option of a zero star review as one star is still a star not deserved.
I bought a pair of Timberland boots for my husband as a gift for £120. He wore them once & found them to be extremely uncomfortable due to a sharp piece of material on the tongue & very rough material on the heel. Throughout the day they shredded his feet, despite wearing 2 pairs of thick socks & could not wait to get them off. The decision was made to send them back for an exchange & pay the difference for another style of Timberland boot. My husband has always bought (never from Schuh) and worn Timberland boots with no issue like this before. The boots were sent out and tracked to the store 2 days later but it took nearly a week before the boots were returned to me in the post with no prior communication with a member of staff to discuss the return & instead a snotty letter was sent with the original boots refusing the exchange as YOU didnt agree that anything was wrong with them!! (What a shocker) . In a nut shell your exchange & refund policy should be taken with a pinch of salt as its bull s**t, you sell overpriced defective goods that are not fit for purpose & have poor communication with customers. I wont be shopping with you ever again & will never recommend anyone else to either. I now have a lovely pair of cheese graters sat in a box & no gift for my husband . What a waste of £120”
“Excellent customer service at Schuh once again. We always go to our local schuh and the kids love going too, staff are lovely and friendly, and the I’m store pick up is brill too.”
“I am rather fussy about my footwear and this branch of Schuh has a good selection of trendy shoes in this mall. Staff were helpful. Only criticism I would make is that the layout could be improved as the women's area did get somewhat congested (this is for the schuh store at Brent Cross Shopping Centre, London NW4 3FB).”
“Reserved some lovely converse on Sunday at £48 went to collect at branch and told they had gone up to over £70 how can that be overnight ?
Should have sold at the price reserved at
Won’t be at schuch again”
“Amazing customer service today at Schuh in Cardiff. Thanks to the lady with the pink hair..sorry I didn't take your name.My daughter was absolutely thrilled with her new shoes. We'll be back. Thank you.”
“Managers seem to do nothing, visited the store as was merely window shopping and saw a poor staff being piled on by 4 customers and the manager continued to point out more customers to serve ...he looked exhausted..I know managers have a role to do as-well but a little support wouldn’t go a miss...”
“Order something in store, never received and found out it got sent back to their warehouse. Then got another one sent and it was the wrong item. Schuh didn’t even offered a misserable 15% discount on my next purchase for the distress caused.”
“Great service, they had the Crocs I wanted for my son, in the sale! Ordered night before and they came at 9am next day, delivery was only £2. Very pleased.”
“I had a faulty pair of shoes, I took them back after one month and the colleague ordered me a new pair to be delivered the next morning. Fantastic service.”
“All I wanted to do was try on a pair of boots but I had to buy them first. They said they would arrive on next day delivery- this didn’t happen. I was going on holiday and wanted to take them with me so I drove over an hour to another Shuh shop to try them on . They were a very tight fit so I asked for a refund. I had to go back to the original shop and wait for the boots to be delivered before I could be refunded. The boots still hadn’t arrived 2 days later so I demanded a refund. After they made a phone call to customer services I was refunded the full amount. I will not be shopping in any Shuh shops again. Avoid.”
“Awful international delivery services-i waited 1,5 month for a pair of shoes that were shipped twice without any notice-I had to find out what went wrong on my own both times and had to deal with their canned email responses.
Totally unacceptable, never expected this from a UK company”
“DISGUSTING
I purchased a roughly £80 pair of vans from the Cardiff store. They were quick to take my money. I then was told that I have a year warranty, any problems with the shoes bring them into the store for a refund or exchange. I wasn’t told the hidden specifics they had for this which I then later learned. I brought them home and the next day I walked for 20 minutes to work in them and on the way I started feeling pain in my feet which became blisters. When at work I luckily had a spare pair of shoes to change into and Immediately brought the shoes into the shop the next day. The employees told me that under the warranty they are not allowed to refund or swap the shoes unless they were only worn in the house or if they have a fault. They argued with me and said they have signs of wear so they can’t resell them and for them to give me a refund would be giving me my money back for nothing! They also said that I can’t swap sizes or receive any credit, I could only receive ABSOLUTELY NOTHING AND THERE WAS NOTHING THAT THEY COULD DO. I stated that the shoes clearly have a fault as it caused me to have blisters and that I would like a smaller pair to prevent this from continuing and they refused me despite me stating that on the website it mentioned you can have a refund if worn in house ( I was not made aware of this on the day of purchase) or they will refund if the product has a fault. Even a manager refused. My argument is that the employee who sold me the shoes did not say anything about not wearing the shoes outside, only wearing shoes indoors will qualify for a refund. Secondly, the shoes were not fit for purpose as I cannot comfortably walk in them without excruciating pain and blisters. I don’t understand how a company can sell a product and not refund them or even exchange the products and bring up any excuse to make profits and have misleading policies and lies to there customers face. Customers clearly comes last and I can’t even imagine how the employees are treated if I was treated with such little respect. Disgraceful.”
“Bought some items in the black Friday sale and they have been dispatched immediately afterwards. The website was easy to use and navigate and if you are a member you get free return which is great if you aren't sure on sizes or colour.”
