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Reviews 883
Abbie
Dec 17,2024I would give zero starts if I could!! Ordered a pair of trainers for my 3 year old daughter and when I’ve received an email saying delivered and got home there was NO parcel. Asked my partner when he got home AFTER me and he hasn’t seen any parcel. Checked our ring doorbell and surprisingly NO delivery driver had been to the house. No delivery, no item, I never signed for a parcel but yet it said I did. The courier said delivered and they obtained a signature, I’ve requested this and they’ve not responded! Schuh customer service don’t even get back to my numerous emails!!! I spoke to someone on chat who said they’d open an investigation which could take 48-72 hours which was nearly a week ago and not heard a peep!! If this isn’t resolved I will be taking this to trading standards, absolutely appalling service!!!
Juliette Hartigan
Dec 15,2024Well done COLCHESTER STORE!, really helpful young male sales assistant. Then had difficulty using one4all gift card at the till. Exceptional help/ advise, sorted out what could have been a very stressful situation, 2 young males polite / helpful knowledgeable staff. Our experience was excellent and would highly recommend..thanks guys!
abby smith
Dec 15,2024The staff at the Wigan store were lovely from start to finish. I have odd size feet so never have a true fitting pair of shoes. I walked into the store and asked the girls about the single shoe scheme (I'd heard about this on social media) the manager Petra organised a request for me and although it took a few trips (my fault for not getting the right size straight away) the staff were really helpful in changing the shoes. I've used Schuh before and will definitely be using again in the future!
Shane Lucking
Dec 15,2024While shopping in the Basingstoke store the staff would not take Scottish money which I found very upsetting
Ole Bo Larsen
Dec 14,2024We returned a pair of shoes, but they ended up with H&M, and now Schuh washed their hands, helping to rectify their flawed return process. We must contact H&M customer service to try to find out where our shoes are. We have tracking proof of having done to instructions and should be reimbursed. Schuh must then liase with H&M to retreive the boots. If they are not success it's simply the exemplary customer service to provide—a shameful experience.
John Dobbie
Dec 14,2024Fed up with trainers that get dirty, fake leather, fabric and soles that come apart. I went to Schuh and found real leather 'shoes' at a fraction of the price that I would have paid for replacement trainers.
Phil
Dec 11,2024If I could give zero stars, I would. I ordered a birthday gift for my wife from this company last week, and somehow it was sent to the wrong address. This address has no connection to me whatsoever, and this was my first time ordering from them. There’s no way I could have entered the wrong address. I contacted their extremely unhelpful customer service team through their website, which initially connected me to an utterly useless AI chatbot. After a frustrating wait, I finally spoke to a representative, only to be told I should go to this random address to ask for my parcel (Customer Safety). I did this morning, only to be told—unsurprisingly—that they hadn’t received anything. I then reached out to them on X (Twitter), hoping for a faster resolution. While they responded quickly, I was told it’s now a civil matter, and they are unwilling to assist further. So, I’m left with no product, no present, and £150 out of pocket—not exactly ideal at this time of year. NEVER BUY FROM THIS COMPANY. It’s no surprise they don’t showcase their Trustpilot score.
P W
Dec 11,2024Kann mich nicht beschweren. Wäre bestellt, Lieferung hat 5 tage gedauert
Andy
Dec 11,2024Worst Customer Service I have ever experienced. Ordered 2 x Pairs of boys school shoes for next day delivery. 1 x Pair was delivered, have tried to go on their online help centre but it constantly says "connecting" without going anywhere. Have tried calling but after 30 mins of waiting there's no one to answer. Have emailed them but no response. I honestly believe there is nobody working in customer service. Absolute con artists.
Joana
Dec 09,2024If I can give 0. I will. I have ordered trainers last week, Monday the 2nd of Dec which was said to be delivered 6th to 9th of December. Come the 6th FedEx called me saying they cannot locate my parcel so I contacted Schuch. They told me they’ll send replacement and will use other delivery company. Next hour I received email saying it’s with FedEx again. The only update I’ve got from FedEx was it was labeled. Come today, still don’t know when my parcel will arrive!
Mish
Dec 09,2024Ref 2672278201 item supposedly delivered by EVRI, photo shows dumped at bottom of an stairwell, yet says left with number 16! Neighbour doesn't have it. Schuh won't refund, evri reckon they've reached out to me for further info! They haven't, they are liars. Before you ask me to contact customer service, I already have, numerous times! I get told evri have to investigate. By reading these comments, it seems it's happening to loads of ppl! Why are schuh still using evri?! I've raised with PayPal so hopefully I'll get a refund as schuh have zero customer service!
Chelsea
Dec 08,2024Two orders undelivered as I cannot be home for fed ex to have a signature second order from the 18/11/24 still not refunded 7/12/24 fed ex still says out for delivery on Monday. Avoid. Joke
Jon
Dec 07,2024TL;DR: I have still not received my item and I have not received a refund. Edit: Schuh are still refusing to refund me or send a replacement simply because they say they haven't heard from Evri (even though they previously admitted that the parties have spoken to other). Stock answers and zero care for a customer who has spent a lot of money and hasn't seen my order or refund for 25 days at this point. Businesses like this eventually die! I ordered a pair of running shoes from Schuh as they had the best price available. There were many issues with Evri which aren't relevant to Schuh but Schuh have been awful. I will be raising this with my credit card provider and also PayPal, with a view to getting my money back through them because Schuh don't offer any timelines, they have not offered a refund or for a new delivery to be sent out and don't actively update me; I have to keep chasing them. It's been about 2 weeks now. This is no way to treat customers and certainly not a way to encourage anyone to come back.
Verne
Dec 07,2024Ella in Trafford centre store is super helpful, patient and gave great service
Garry Shepherd
Dec 06,2024I placed a order which has gone missing for over 1 week. I have emailed and got no response. Phoned 3 times to sit on hold for over 30 minutes on a 0207 number. I have tried emailing through social media and again got no response. I have never dealt with such a shockingly poor company. No wonder retail stores are in such a bad way with customer service like this.
Lynda Oconnor
Dec 06,2024I placed an order last Wednesday for a birthday present this Saturday. It stated it would be delivered by the 02/12. The order tracking states still at the depot. I have contacted Schuh but not received a reply. I am really disappointed by your customer service
SmcS
Dec 04,2024Ordered on the Black Friday sale and saved £30 on the shoes with free delivery and the item came on the day in excellent condition. No problems whatsoever
Hugo Matito
Dec 04,2024I purchased a pair of sneakers in the website. Everything went well untill I received an email yesterday from the delivery company (Fedex) saying that my parcel was delivered but it hasnt been, at least at my door or any of my closest neighbours neither. The problem is when today I've been trying to reach the customer service by phone calls for over 2 hours which they keep waiting with an automatic message untill I decided to hang up. Furthermore I used their whatsapp number too and still havent been replied. Really poor customer service from this company, so just be careful if you getting something from this website.
MK
Dec 04,2024Now on the second day waiting for the delivery, despite emails promising delivery slots. The customer service experience is dreadful…it feels like it’s designed to be as unhelpful as possible. Edit… the package did arrive, with a broken box and shoes with no tags on, just stickers on the soles. They weren’t properly wrapped in the box and look like they are an ex display pair…really bad, especially as they were a gift. I’ve told customer services, and guess what…no response.
1 Neilson Square, Deans, EH548RQ, Livingston, GB
http://www.schuh.co.uk
Rachael coulson
Dec 17,2024If I could give zero stars I would, ordered a pair of converse for my niece, had an email to say the order was processing and then nothing, had to try and track parcel myself which said it had been delivered by FedEx, I have had no text or email or card through the door, currently waiting on a response! Will not be ordering from them again.Quick update… after sending a few WhatsApp messages and emailing fedex I received a full refund.