SCHUTZ Reviews 143

If I could give zero stars, I would. SCHUTZ has some of the worst customer service I’ve ever experienced.

I received a defective pair of shoes that I couldn’t even wear. I contacted them within the return window and was told I’d receive a return label. That never happened. After multiple follow-ups, they completely dropped the ball and then turned around and denied my return altogether.

So let me get this straight—you sell a defective product, fail to provide the promised return label, ignore multiple attempts to fix the issue, and then refuse to take responsibility? That’s unacceptable.

I’ve spent money with this brand for years, and this is how they treat loyal customers. Poor quality, worse service, and zero accountability. I’m done with SCHUTZ for good.

Their customer service is horrible their boots are terrible. I ordered a size 7 I got their size 7 was 2 inches too big. They won’t let me return I tried they are making me take another pair in exchange. Please do not do business with this un-reputable company Quality is crap.

I ordered several pairs of boots from this company, and I love the quality and style. Unfortunately, one pair was too big, and I couldn't wear them. The company would not refund or credit my purchase. So, I'm stuck with a pair of boots that I can't wear. At least with a store credit, I could purchase another pair, and they would have the opportunity to sell the returned merchandise.
Oh no, it's store policy that they do not make exceptions even if it's a couple of days after the 30-day mark. It was sixty days or ninety days. Not even store credit, just terrible

I paid a fortune for the Enola Sporty Sandals because it’s described as leather. The front of the sandals ( both) have cracked after 2 summers of use. I contacted Schutz and provided them with my receipt and order from Revolve but Lisa from Schutz is telling me that they are unable to assist me because I bought my sandals from an authorized retailer. Make it make sense! Don’t buy their overpriced shoes.

Bullshit , untrustworthy and scamming customers all customers. My order claims to be delivered in Florida. My shipping address is CA. I have never been to Florida and have no desire to visit. Why was my package delivered in Florida. I’m unable to get a refund or the item reshipped to my correct address. Companies do not care about repeated customers. Just a dollar at the moment. Awful customer service and company

Most frustrating company I have ever ordered from. Terrible customer service, poor communication, impossible to talk to anyone and zero common sense. They made error on a return and cannot understand their error. Shipping times are way off and returns are a big hassle. Do not buy from the website!!

Every time I requested assistance with a return, exchange, or refund, I received excellent service, both by phone and email, with great care and attention to the customer. Thank you very much.

My husband bought boots for my birthday, they were supposed to be delivered on my birthday. They were instead changed to a few days later, then when they werent recieved that day, i went to check tracking and it said that the 'address was deserted' and had to be returned!! WHAT?! we are always home and if not, companies leave deliveries by door. So calling the company they cannot even locate my delivery or return and said they will look into it?! Mind you this is a $300 order!

They don’t even deserve a star but I had no option to select that. If you like the style of the shoe purchase only if you know it will fit you because the return/ exchange process is a nightmare. Customer service is the worse I ever experienced and I buy online a lot. My first experience with them was last year when I had to return an item due to the fact it was too big( boots sizes seemed to be way off, like 1 size too big); initially I wanted to exchange for a smaller size which I initiated but the pair I received was still too big and at that point the size I needed was out of stock so I asked for a refund. Refund was eventually approved but my money was refunded only when I contacted them after a month. This year I bought another pair of boots from them ( obviously I ignored my last year experience because I really liked the boots), I bought them half size smaller than I usually wear to begin with , but again they were too big. I really liked them so I wanted to exchange for a smaller one which at the time I initiated the exchange was in stock but because I didn’t receive anything from them after a week I called them to find out that my exchange was not approved ( didn’t receive anything from them saying that) due to the fact that apparently when I started the exchange process I wrote there that the boots are worn ( why in the world I would do that, they were exactly the way I received them, NEW, I started the exchange process right after I received them). Long story short, they made me sent pictures to demonstrate the shoes are new. The duration of verifying process was more than a week and of course by the time they approved the exchange the size I needed was out of stock so they offered me me a store credit. They even had the nerve to say that they are doing me a favor giving me a store credit because I was not entitled to ( even though my purchase qualified for an exchange at the price I purchased the item). So at the end of the this process I was so fed up that I didn’t even return the boots, it’s a $200 loss for me but I will never again buy anything from them again!

Let me tell you something. When everything goes according to plan customer service looks good because everyone followed the rules so to speak. Kinda like being a star batter when the ball is thrown right over the middle of the plate. The real test is how the batter handles an inside breaking curve ball. That is what Schutz did for me. They handled an inside breaking ball. They went out of their way to help me with a purchase my wife made. We gave them a difficult pitch and they stepped up. The true test of great customer service!

I ordered a pair of shoes a month ago, and unfortunately the size was too large. I contacted the company immediately after receiving them, and I was told an exchange would not be a problem. They provided a return label, and I shipped the shoes back the very next day.
It has now been weeks, and I have not received an exchange, a refund, or any update. The purchase was made through Affirm, and I am still being charged despite returning the item. The company has also failed to notify Affirm that the return was processed.
Customer service has been extremely unhelpful and unresponsive. This experience has been very disappointing and frustrating.

★★★☆☆ (3/5 Stars)

It took almost three months, but I finally did receive a replacement pair of sneakers that fit correctly, and I didn’t have to pay any additional money. (over the additional money I recently had to pay.)I truly appreciate that SCHUTZ ultimately made things right, and I do like the shoes.

However, the process was far more difficult than it should have been. These were originally a gift, and not only did I have to deal with the replacement process, but the person who gifted them to me also had to be involved extensively. It was extremely hard to get in contact with anyone, and it took weeks just to receive an initial response.

While I’m grateful it was resolved in the end, the amount of effort required was frustrating, and because of that experience, I won’t be shopping here again.

I always buy my girlfriend sandals from Schutz because she thinks they're cute, and I really have to agree, they fit her really well.

I've had a little trouble with sizing here and there when I order, but their customer service is great to deal with. They never make it a headache to sort out an exchange.

Definitely recommend it if you want to make your girlfriend happy.

I ordered the Caddy Lee heels from SCHUTZ Canada and paid $25 in shipping and $86 in duties, bringing the total to around $330. I was willing to take the risk because the shoes looked beautiful online — but do not trust their marketing photos.

When the shoes arrived, they were damaged in multiple areas and appeared pre-worn, which is completely unacceptable at this price point. On top of that, they did not fit at all.

I followed SCHUTZ’s explicit sizing advice to size down. I didn’t rely on guesswork — I double-checked with their live chat customer service, who also told me to size down. That guidance was flat-out wrong. The shoes were far too small.

When I contacted customer service, they attempted to place the burden entirely on me — telling me I would be responsible for return shipping and that I had to absorb the original shipping and duties, despite the fact that:
• the shoes arrived damaged
• the sizing issue was caused by their incorrect advice
• and the product failed basic quality control

I work in retail, so I understand very clearly when a company is choosing to be unhelpful rather than unable to help. SCHUTZ did the absolute bare minimum, despite the issue being entirely of their own making.

For Canadians especially: please don’t waste your time or your money. Between the misleading sizing guidance, poor quality control, and refusal to take responsibility, this was one of the worst customer experiences I’ve ever had.

There are far better options that actually stand behind their products — Browns, Nine West, or Dolce Vita are much safer places to spend your money.

I loved my shoes and the customer support was top tier! Love it!!

Horrible experience! Order 4 pairs of shoes, I only received 2 pairs, one of the pairs I did not order. I was charger for all 4 and they wouldn't refund me for the ones not received nor would they refund me for the wrong item I sent back. I have now emailed them 5 times as of today. You can't call them and their chat system is absolutely worthless. Not to mention the product is barely average. Just stay away from their website. Don't bother, you will regret it. (order received 1/13/2026 and I'm still fighting for my refund)

If you purchase something from this company, be prepared to not get a response if there is a problem with your order. They sent me the wrong shoe, I have emailed them several times. Not even an acknowledgment has been sent to me. They will not take your return nor will they refund you. It seems this is an AI ran company programmed to never refund only give you store credit. They cannot be reported to the BBB because they are based out of Brazil. You’ve been warned.

Update on my nightmare with this company. I returned the wrong shoes they sent me, over a month ago. They still refuse to refund my money and insist that I take a credit/gift card. I explained I no longer live in the country so I cannot use it and don’t want it. I had to open a case against them. I will never waste my money at Schultz. Still waiting for my money. It’s been months.

PayPal denied my claim although I returned the shoes to Schutz, an all around circle of thieves. Now I don’t have the shoes I returned nor do I have my money. If you purchase from this company you will never see a dime of your money back. PayPal will side with advantageous sellers every time, even if they are in the wrong. I will also stop using PayPal to pay for online purchases.

Don’t do it! - Shame on me for not checking reviews first would have never been in this predicament! - I am now out money and boots - incredibly unhelpful - I requested names of mangers twice and not once was I offered correspondence with one - there are so may legit companies from where to invest you money - do not chose this one!

After initially having a difficult experience dealing with their customer service, Ana Reis, their supervisor stepped in. She helped resolve my issue to full satisfaction. I was offered the refund, we clarified the charges and other than the shipping cost, everything was refunded as agreed. It took a lot of back and forth but we finally got there. The company tried hard to make sure I was satisfied and sent follow ups to ensure everything was correctly processed. Thank you Schutz.

The experience was absolutely amazing despite the language barrier.
I was in the store on 13/11/25 and I would like to urgently get a receipt for the purchase i made for 3, 405. I was assisted by Luiza Nemitz.