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Reviews 883
James Denville
Sep 06,2023Shoes purchased for my daughter to return to school. I haven't received my order yet. UPS sent an email saying to expect delivery between 8:30am and 11:30am nothing arrived when checking the UPS tracking site delivery had now changed to 11am to 3pm at 4pm it changed to end of day and now all it says is on its way delayed. So I wasted a whole day of leave from work making sure I was home and nothing has arrived. So disappointing! No update why does this always happen with UPS deliveries. Therefore I cannot in good faith recommend Schuh to my friend when they use UPS such an unreliable delivery service.
Myles Moorby
Sep 03,2023So I bought some shoes for work that fell apart with in a couple months, not great. So I go to return them but they want a receipt. They were surprise to email me one but I never got it. So I get in touch to get the shoes returned online. They deny ever taking money off the card I used to purchase them. Very upset with the quality of products and service. After being my main shoe retailer I’m now done with them and would highly recommend everyone else to avoid.
Leanne Morse
Sep 03,2023Wonderful staff, really helpful, set me up with the app and I got double points! Merry hill store!
Bethanu
Sep 01,2023Absolutely shocking ordered 3 items, one arrives and the others not to be seen?! Contact customer service and apparently they couldn't find my address to deliver so refunded me without telling me. Even though you sent the first pair of shoes to me perfecting fine with no issues with my address. Useless and won't be bothering again.
Vikki Howell
Sep 01,2023Delivery shocking - no idea when getting parcel and they don’t know either. Customer service unhelpful Won’t use again. I’d advise shop elsewhere
Mrs Hastie
Aug 29,2023I ordered a pair of shoes at 4pm on Monday in the Buchannan St Store and, they were delivered the following morning to my home. Brilliant service.
Samar
Aug 29,2023Gaby was incredibly helpful. My kids and I visited the store on Oxford Street to buy school shoes, and Gaby's patience, accommodation, and positive energy were truly remarkable.
Paige Cook
Aug 28,2023First time ever buying shoes from this company bought my shoes in store on Thursday 24th. I had 2 pair and 1 pair had to be delivered I was told 2-3 days for delivery and the next day being the 25th I will be able to track my order 4 days on and I can still not track my order and keep on being told they will be picked up tomorrow and I can track was told will be done today still not done! I will definitely never be ordering or buying from here again.
Jamie
Aug 26,2023Not too happy with the experience im having with this company, i ordered some kids hunter wellie socks to be delivered to my home as i went in store in churchill square brighton and they dont stock them in store. Since purchasing the socks via the stores order online service iv not received 1 email from the company to even be able to track my order, all i were given were a paper receipt from store when they ordered them on their till for me. So i have no idea which company is delivering my item or how long its going to take, am i just expected to wait in every day until my package arrives or?…. And i went to ring the customer service number on my receipt the number ending in 1515 and that line is no longer in use. I then phoned the store I purchased them from and they have no clue how to help me track my order or why I haven’t received an email so all in all no one knows what their doing and its a really rubbish service in my opinion, im not happy one bit considering i gave a mobile number and email to the lady when she were processing my order. Cashier 037 beth. So if i don’t receive my parcel for what ever reason the only proof i have of purchase is the paper receipt. No emails confirming my address or nothing. I dont have much confidence that im going to receive what i ordered at this rate in all honesty.
John Fisher
Aug 24,2023Fantastic service from the staff at the Trafford Centre, Manchester. We bought a pair of shoes for our granddaughter, who was on holiday in Devon and had asked us to pick a pair up for her before a party at the weekend. We sent her a picture of them, but half an hour later we got a message back that they weren't quite what she wanted. We went straight back to the shop and within minutes we had been fully refunded. We had spoken to 3 different members of staff during our 2 brief visits and they had all been very efficient, friendly and helpful and had been perfect ambassadors for Schuh. Top marks for customer service! :)
JD
Aug 19,2023Sent pair of shoes back (unworn, wrong size ordered and fully tracked return) to store 31 days ago but still no refund. When contacted Schuh to find out why, they told me it's not them that issue the refund (despite having ones off then in the past) and to contact Klarna to discuss. Now, problem is I paid by debit card not by Klarna and do not have a Klarna account so they have obviously said they'd nothing they can do as the order was not processed through their system and to contact Schuh directly. So I'm down a decent size chunk of money and Schuh won't entertain giving me it back.
Antony J
Aug 19,2023Brought some puma ca pros really nice trainers. Find the staff in the derby store hood always polite and they are always happy to grab more sizes etc.
Joanne Jacques
Aug 19,2023What a fantastic company! I had an issue with some boots that I bought and they went out of their way to help me, found my receipt number, arranged a collection and replaced them in less than 24 hours, giving me a refund because the price had dropped on the item since I bought them. Faultless!
Dawn
Aug 17,2023I was a victim of fraud and they've failed to help me. I've contacted them after noticing three charges of £75 from my account while on holiday. They reassured me on chat that they the payments on pending would disappear after checking and confirming that my card was used for payments but the name and the address didn't match. They wouldn't tell me who frauded me or even which country is the address registered at. More than 10 days later, the pending payments are taken out of my account and I've never received a refund. Unless they are complicit, I would like my money back.
lauren belair-rouleau
Aug 14,2023Really horrible product quality. The straps on both shoes fell apart after less than 10 wears, and their customer service refused to help, so I’m thinking this is probably common for them. My first purchase and definitely my last. Do not buy!
scott
Aug 13,2023After Schuh's mobile site failed to allow me to view my order in the cart and make a purchase. I gave them a second chance and decided to reserve a pair of shoes for collection via their desktop site. As their website stated the shoes were in stock in my chosen store. I headed into the city whilst I awaited my text to say they were ready to collect. Instead I received a text to say " we're sorry but your reservation is NOT available to collect, The item can still be ordered online for delivery" You would think a large shoe chain like Schuh would be able to provide customers with accurate stock levels for each branch so that they can make online purchases/collections. But no. After reading other negative reviews on Trustpilot regarding delivery of online orders by Schuh, I'm not prepared to risk buying from them. After reserving the shoes on their website, I was asked for immediate feedback by Schuh. In hindsight I would not have left a positive review and I would warn others to be wary of the positive feedback they proudly display on their site which has been given by people prior to Schuh fulfilling their order.
Catherine R
Aug 12,2023On Monday 7th August I rung the Schuh helpline for an update on my return, and at the end of the call I was asked if I would complete a text message survey on the level of service I had received; I willingly obliged. The service I received from the call handler was exceptional, and I know how important feedback is for staff bonus etc, so I wanted to complete the survey with positive comments. I have since found out that I was charged for the text messages. At no point was I advised that the text message survey would cost money to complete, and I feel that this is something that should have been explained by the call handler as I wouldn’t have participated if I had known that. It was a premium number that is not included in any phone package. I assumed that if it was a premium rate number, I would have been advised of this as this is common practice amongst most businesses. I contacted Schuh via ‘Complaint Resolver’ to advise them of my dissatisfaction. I did this in the hope that they would apologise and remind/advise staff to explain to customers that it costs money to complete the survey, or even consider adding a disclaimer to the initial survey text, and was instead told to basically ‘go away’. I was told it is my responsibility to find out if a number I am contacting is a premium rate number. I regularly complete surveys for company’s after I use their services and this comes out of my standard unlimited free text allowance; I assumed a huge company like Schuh would be the same. I suspect many people have been caught out by this and strongly believe that Schuh should make customers aware when staff ask them to complete the survey. I will not be using Schuh ever again due to this poor experience. It is a shame as I was a first time customer and the product/service for purchase was fine and I intended to use them again.
Hayley Ellis
Aug 12,2023Went here for school shoes for my two children , we had a very friendly extremely accommodating young girl called Becky she has not been there long think she said 1 month , it was a very pleasant shopping g experience , purely because of a Becky she engaged with my children and had such warmth and a genuine interest in chatting whilst looking at shoes .
Guest
Aug 11,2023Appalling customer service. Wrong information provided in store re-returns policy and the store won’t honour that. Need the same card to return the shoes purchased but my aunt bought them as a gift and was assured they would be returnable. We live 400 miles away so not possible to get her card!
1 Neilson Square, Deans, EH548RQ, Livingston, GB
http://www.schuh.co.uk
Martha Eley
Sep 08,2023Extremely dissapointed. My Doc Marten sandals developed a fault after 3 months, annoying but these things happen. I brought them back to the store, the manager assessed them and agreed it must've been a manufacturing fault and apologised and I was offered an exchange or store credit on a gift card, I opted for the exchange. I was then told the shoes had increased in price since I purchased them 3 months ago so I would have to pay the difference. I said I was not prepared to do so as I was exchanging faulty shoes, it's not that I wanted to change them just because I fancied it, they were broken! I was told there was nothing they could do as they can't remove the charge on the till and I'd already had 15% off when I purchased them originally....? Laughably, the shoes also had a price sticker on the sole, with the price I originally paid for them (£109 on the sticker, they were now £119 apparently...) Complete lack of customer service. The manager was not using her 'listening ears' and just seemed to want to argue. I had to ask 3 times what my other options were before she actually addressed my question rather than trying to hammer down how I'd already got a discount before, they can't change the price on the till, I could have the difference off but not the 15% as well etc. etc. Perhaps Schuh could have offered me an exchange for a different pair of shoes altogether, I really don't know and it was definitely not explained to me. I felt this manager wanted me to leave as soon as she could get me to. I therefore left pretty dumbfounded and with a gift card for the amount I purchased the shoes for. I will spend that with Schuh and never purchase from Schuh again after.