schuh Reviews 94

Scam company. I placed an order for around £300 in December (Christmas presents for my husband and son) and the parcel was supposed to be delivered with FedEx. The courier left the parcel to a random address and Schuh are refusing to help with this at all, saying that the courier confirmed the delivery was at my address. The delivery coordinates clearly show that the parcel never reached my address, but they are simply refusing to investigate on their side. It seems I lost £300 for no reason. I’m never purchasing anything from this scam company never again.

If I could give zero stars I would. From start to finish, at almost a month of complaints, horrific communication on the WhatsApp chat, non existent replies to complaints team, I have still not received a refund from not receiving some shoes I ordered. They told me finally after THREE weeks of repeating myself for days, no responses, that I would get a refund in 2-3 days and it was processed. Guess what, never happened. Even was told ‘by the end of the day’ - never happened. I am SO disgusted at the energy wasted chasing Schuh for this amount of time and how shocking their service is. What other company would treat a customer like this? I honestly didn’t think companies behaved in this shocking way. They truly need investigating! I will never, ever shop with them again.

if i could give this no stars i would.. they are a terrible company that take no responsibility and their customer service are shocking even their complaints department!
sent an order and no one in my home took the parcel in, but because FEDex says they went to my address which means it was a successful delivery and im the lier so not only have they broken the consumer act 2015 Fedex have forged a signature on my behalf and Schuh won’t even show me the signature but tell me it’s mine!!!!

I bought a pair of boots online in Schuh which caused me issues on my skin. I had a big problem to sent the shoes back and get my refound. I finally had my question accepted and sent the shoes back on 20/11/25 and my money from the refund never came to my bank account. I’ve been personally in store, I sent messages on chat in their website but the problem was not resolved until this date. Customers are not being respected. The team doesn’t have expertise to solve problems. I’m very stressed and frustrated with the brand.

Schuh as a company were very prompt, they sent my order out for delivery almost immediately but unfortunately Thier choice of courier lets them down hugely!
They use evei to deliver there merchandise and it's now been almost 2 weeks trying to get my order!
Firstly they don't give an option of when they can deliver so you can not ensure someone is home to collect, they do not give an option of changing the delivery to a family members address where you can ensure someone will always be in. So after they tried to deliver and no one was in the state they will try 2 more times until the send the package back, so I chose to have it delivered to one of there lockers, it has now been over a week of the status stating everyday that it will be delivered to the locker everyday but it is never delivered, it's impossible to contact evri to find out what's happening and it seems schuh also seems to have as much difficulty contacting them as when talking to schuh they can only tell me the package will be delivered in a few days which they first said last week.
This was supposed to be a birthday present that has been and gone, and all schuh has done is tell me what the delivery info states and refund me the delivery costs
Over all schuh started brilliant but there choice of courier has put me off ever wanting to buy from them again!

The service was great but the vegan friendly shows wore out and broke at the seams within 2 months- they were comfortable and looked good otherwise!

I bought school shoes for my granddaughter, and after two weeks, the toes were scuffed. I wanted to file a complaint. The salesperson said she couldn't accept a complaint because the shoes are painted and it's normal for them to wear out. She wouldn't accept any complaints. When I asked why she hadn't informed me when I bought the shoes, she replied that she wasn't obligated to report such things, but that I would be informed next time. I spoke with the salesperson and the store manager, but neither was pleasant and didn't even say sorry.

We bought a pair of Adidas trainers from the Liverpool store, they were too big so we returned to the store and they didn't have a size 2 1/2 the assistant very promptly offered to order them for delivery the next day, free of charge, how good is that! They arrived at 11.00 am this morning, excellent srvice.

I recently returned a pair of boots to Schuh (order ref: 2881883101). The return was rejected because the soles were said to be “worn.” I explained that I had only tested the boots briefly on my motorcycle foot pegs to check fit and function, which caused minimal marks.

What has disappointed me most is the customer service and lack of transparency:
• I first asked for photographic evidence on 4 August, but Schuh did not provide these until much later, despite multiple emails.
• The parcel was sent back while I was out; my neighbour refused delivery and I was not given any proactive tracking information until I chased repeatedly.
• The customer service and complaints team were not helpful, often repeating policy but not answering specific questions or offering solutions.
• When I asked for details of how their inspection or testing process works, no specific information was provided beyond saying the team is trained.
• When I asked about independent escalation, I was told Schuh has no ADR (Alternative Dispute Resolution) membership and that any escalation would have to be done by me through Trading Standards or my bank.

Customers should be aware that even minimal signs of testing footwear may lead to returns being refused, and there is no independent review of decisions. This issue has been ongoing since I purchased the shoes 7th July and returned 12th July, then returned again 14th July and they are still transiting back and forth.
Do not buy from this company

My gift cards didn’t work rang customer service and spoke to Georgia despite closing at 530pm she resolved my issues 10/10 service really good and really great customer care

I have recently purchased a few items from schuh as found I can finally find my size here!! Previously had difficulty as I’m a size 3 and found the sizes were quite generous here. I also found some bargains on the sale and since my eldest daughter is the same size as me I thought I’d get my summer sandals fix. I placed 1 online order and been to the store 3/4 times. I have been very happy with both. The west quay Southampton store in particularly busy but very attentive. I have had the pleasure in dealing with Harry. He’s so efficient, warm and friendly. He’s made my visits to the store so light hearted and fun. I used to find buying shoes and sandals such a hassle due to my small feet it’s hard to find the right fitting shoes and sandals. I went into store again yesterday but this time with my 3 girls was served by Harry. Again, such a lovely guy made my daughter feel happy and comfortable when selecting her trainers. I felt quite bad for him as it was so hot and my daughter took her time. Harry was jolly and only happy to show her the different trainers which helped her select the correct one she wanted.
Thank you so much Harry!! you have made my once stressful shoe buying experience a happy one. Fab work and I’ll probably see you soon 😉😊

Fantastic Customer Service from Matt and Igor in the MK branch.

Attended to as soon as I walked into the store. ( Bluewater). Nik was friendly, polite and helpful. An asset to the company. A very positive experience at the shop.

DO NOT BUY FROM SCHUH ONLINE!

I ordered 2 pairs of trainers for my kids before Christmas. The parcel went missing and I am still chasing Schuh for my refund! I have never received such bad customer service online. BEWARE!

If I could give zero stars I would, I ordered a pair of UGG boots for my daughter and they were dispatched from Schuh the next day - when they arrived they were not UGGS inside the box, they were some cheap imitation brand with the name JACK moulded into the sole. I contacted Schuh customer service within 35 minutes of delivery and explained the problem and sent photos showing the UGG box was correct but the wrong boots were inside and there was also returns label for Schuh inside the box that had been haphazardly taped shut - the outer Schuh brand delivery packaging was intact and had not been tampered with. The first customer service agent replied less than ten minutes later telling me they had now fully investigated the matter and basically they said because the product was dispatched direct from the manufacturer and the courier hasn’t tampered with the packaging as I had confirmed they could not offer me neither a replacement nor a refund. I replied telling them it could not have been sent direct from the manufacturer as there was a SCHUH returns label INSIDE the actual the box and it was in Schuh packaging, I then received a reply from another department telling me they had had my query passed onto them from another department. In this response which again was less then an hour after I first contacted Schuh they could confirm that they too had also fully investigated the matter, again just a few minutes after the other department had already managed such an in-depth investigation themselves in the space of about 20 minutes in total and then said actually my order was dispatched from a Schuh warehouse not the manufacturer and the Schuh warehouse in question doesn’t deal with returns so it could not have been the wrong shoes in the box despite me showing them pictures to prove it. They then asked again was the outer packaging tempered with, I said no, so they then implied as I could not say the parcel was tampered with then they cannot claim from the courier and they could not help me further and I could not have a replacement or a refund and they were sorry I was disappointed with that outcome! I certainly wasn’t prepared to lie so I am left without the product I paid for and with no help whatsoever from Schuh. I could have just sent the boots back for a refund with the returns label and be done with it but I thought I would reach out and tell them what had happened in case it was a problem in their warehouse with staff thefts, this has sadly left me without any other option than to hope my back will help me with a chargeback case for them supplying me with counterfeit UGGs instead of just getting help from Schuh customer services like I should have been able to do as a genuine and honest customer.

Very disappointing experience with online shopping. Have been trying to track a missing parcel for 10 days now. Extremely poor customer service.

Worst company I have ever dealt with! Ordered 2 pairs of trainers only one got delivered. When I phoned to ask where the other pair were they told me they hadn't been dispatched. So I cancelled and after numerous emails still no refund! They never answer the phone! Beware of this company total scammers!

Dreadful company. Had to return a pair of shoes and they provided me with the wrong QR code twice and as they have not received the shoes they are refusing any responsibility or further help. Avoid!

This is the worst company I have ever dealt with. I ordered an item that I did not receive. When I started to look for the location of my goods, they said that they left it with a neighbor and that they do not take any responsibility. I asked to send a picture, they ignored my request. You sent a delivery history where neither the street nor the apartment is specified, only the district. Not even a zip code.
Shame on the Shuh company.
BE CAREFUL BUYING FROM THIS COMPANY!!!

I’d give it a -5 if could, I tried the shoes and had to wear them around to make sure they suited me but I came to the conclusion they’re not right for me I returned them. Got a call to say you can’t return them as it’s used, well how else m I meant to check their suitability without trying them out. Worst customer service and product sold and bought by me. Would not recommend them to anyone.