schuh Reviews 

Why on earth did I order from this appalling company. If you know the shoes will fit you when ordering….fine but if you have to return them that’s when the unnecessary problems start. I have an injury to my foot so difficult to find comfortable shoes. They didn’t fit, I ordered another two pairs straight away which I knew were okay for me ( which arrived and were fine). I printed a label for the first pair and posted them. Four weeks later I still hadn’t received the £90 so contacted them. I couldn’t quite believe what they were saying…..I had returned them to the wrong address as there were two addresses to choose from! How?…… there was NO choice. I have contacted my credit card company and they have issued a chargeback (thank goodness for M & S credit card).
IF YOU VALUE YOUR HARD EARNED CASH DO NOT RISK IT. How on earth are they are still trading? If I had treated my customers like this I would have gone bankrupt and deserved it.

sizing is very poor, bought a pair of EU39, but it is much much smaller than any high street brand; when you return you will need to pay return fee, no customer service team you can write to complain or you can ask for exchange !

JUST SHARING MY EXPERIENCE, THE REFUND TOOK WEEKS TO ACTUALLY PROCESS WHICH LEFT ME CHASING THEM FOR WEEKS! WON'T BE ORDERING FROM THEM AGAIN!

Was a great experience today at Norwich chantry store . Was welcomed in store by all staff . The young lady helped me find the correct shoe and gave me lots of advice and even helped me choose the socks ! Really chatty and friendly . Just an all round really lovely girl .
Thankyou Holly !

On 1 July, Schuh took my hard-earned cash after promising next day delivery, then failed to deliver the shoes that, unsurprisingly, I actually needed the very next day!

So the order got cancelled and Schuh refunded the delivery charge as “a goodwill gesture" for heaven's sake, and advised on 3 July that a full refund would be issued when specific conditions, over which Schuh and only Schuh had full control, were met. On this basis, I should have been refunded in full on 4 July. It's 15 July - and I’m still waiting!

Schuh advised today that my refund was processed 2 days ago then admitted, in effect, that they’d lied to me and that I’d have to wait another 7 working days (or 9 calendar days) for my refund as that’s apparently how long my bank might take to credit my account!

I've never heard such nonsense! Nor has my bank which confirms that Schuh has not issued a refund and isn’t impressed by Schuh’s scapegoating!

No solvent commercial enterprise that messes up an order would take 3 weeks to issue a refund! I suspect that Schuh may have serious cash-flow problems.

Or perhaps the entire wheeze is a nice little earner for Schuh - getting as much interest as they can on money that doesn't belong to them.

The Competition & Markets Authority might care to investigate Schuh’s business model! The inordinate number of 1 star reviews indicate that Schuh routinely breaches their customers’ consumer rights and is a potential ticking time-bomb for Schuh’s US parent company!

Potential customers would be well advised not to touch Schuh with a barge-pole because, when things go wrong, which they’re clearly bound to on the basis of the reviews, you’ll have a fight on your hands to get your money back! It’s just not worth the risk!

Oh how I wish I had read the reviews before placing an order.
Waited in for my delivery which according to 3 emails from EVRI was arriving today, took time off work to do so only for the courier to decide driver does not want to deliver today.
Spoke to Schuh on chat and the person on the other end didn't want to know. Customer service is none existent with this company do not purchase from them!!!!

Very quick delivery lovely trainers delivery driver friendly and curtious would definitely order from schu again

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.