Shoppers often praise named staff for quick, helpful service in store. Complaints focus on online orders: missing parcels, slow refunds, and deliveries marked as received despite disputes. Several buyers also mention weak durability or getting used or incorrect items. Reviews split sharply between strong in-store experiences and troubled online purchases.
Examples from available reviews (May 2024 – Mar 2026).
Kieran handled my returns quickly and arranged everything effortlessly over the phone.
“waited 2 mins to speak to a real person called Kieran”
Boots arrived next day and the customer was impressed with quality.
“the boots are fabulous.”
Parcel lost, Schuh insisted delivery was successful and refunded minus delivery fee.
“Schuh repeatedly insisted it had been “successfully delivered””
Expensive trainers fell apart within six months, suggesting poor quality.
“Within 6 months of wear, they fell apart.”
Many reviews describe online fulfilment going wrong. Customers report parcels going missing or to the wrong address, repeated courier problems, and long waits for refunds. Other reviews single out specific store staff for fast, attentive help in person.
Reviewers complain about extra costs for delivery, returns, and small in-store fees. Reports of shoes breaking quickly or arriving used make the prices feel less worthwhile. A smaller number praise boots for good quality and meeting expectations.
Ordering and returns frustrate many reviewers. They mention long waits on calls or chat, investigations that go nowhere, and repeated requests for evidence. Fit and sizing issues come up occasionally but less often than fulfilment problems.
Several customers say products fail quickly, from trainers peeling to shoes falling apart within days or months. Multiple reviewers report receiving used, wrong, or damaged items. A smaller group say their orders arrived in excellent condition and matched expectations.
Customers say they were told parcels had been delivered without clear proof. Reviews describe long email back-and-forth, ongoing investigations, and blame shifting between the retailer and the courier. Separately, some highlight clear, helpful communication in store from named staff.
Reviews show a stark split: high ratings for in-store visits and low ratings for online orders. Missing deliveries, unresolved refunds, and product failures drive most negative accounts. Strong praise for store staff appears often but does not outweigh recurring online issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (19) · Quotes shortened · As of: March 2026
Rhys at Colchester branch was accommodating and very helpful with sizes.
“served by 'Rhys.”
Expensive trainers fell apart within six months, suggesting poor quality.
“Within 6 months of wear, they fell apart.”
Returned boots with proof but Schuh refused a refund claiming incorrect return.
“Schuh refused a refund saying the item “was not returned correctly””
Non-delivery issue led to bank dispute after Schuh failed to support customer.
“No support for honest and genuine customers”
Received only one trainer and faced billing threats despite providing postage proof.
“I had only been sent one trainer!”
Returned an order in-store but refund still pending after eighteen days.
“We’re on day 18 now and still no sign of my money”
Matthew at Oxford Street provided exceptionally kind and helpful service.
“He was the sweetest, the kindest, the loveliest soul !”
Sent display or used shoes and replacement items were different poor quality.
“sent out shoes that were visible used for the shop display”
Parcel delivered to wrong postcode and Schuh relied solely on courier's word.
“FedEx has now confirmed it was delivered to an entirely different postcode”
Received a refund but later asked to pay after Schuh claimed delivery.
“and now they are requesting payment?”
Ordered size 6 shoes but they fitted like a size five instead.
“More like a 5.”
Kieran handled my returns quickly and arranged everything effortlessly over the phone.
“waited 2 mins to speak to a real person called Kieran”
Returned items delivered to Schuh but refund not processed or located yet.
“they can't locate the items”
Received heavily worn boots and store returns were rejected or mishandled.
“They were heavily worn”
Millie in Southampton provided friendly, outstanding customer service without pressure.
“Millie was really helpful”
Long wait for a refund then Schuh opened an investigation without care.
“Oh we'll raise an investigation”
Parcel marked delivered to neighbour but Schuh dismissed customer concerns repeatedly.
“successfully delivered”
Parcel lost, Schuh insisted delivery was successful and refunded minus delivery fee.
“Schuh repeatedly insisted it had been “successfully delivered””
Received wrong items twice, threatened with debt collector and still no refund.
“threatened me with a debt collector”
FedEx delivery failures caused a ten day delay and missed gift deadline.
“Fed Ex keep sending emails saying attempted delivery”
Received wrong item and experienced useless online chat and long phone waits.
“Wrong item received”
Never received items and promised refund has still not been issued.
“Still no refund !”
Prompt dispatch undermined by unreliable Evri deliveries and poor delivery options.
“Thier choice of courier lets them down hugely!”
Kelliann at Romford provided friendly, patient and genuinely caring service.
“she really cares about her costumers.”
Kelliann at Romford provided friendly, patient and genuinely caring service.
“she really cares about her costumers.”
No confirmation email although payment taken and FedEx failed to track delivery.
“No tel number to ring to get help.”
Shoes fell apart after a few days and returns impractical.
“Shoe falling apart after a few days”
Received damaged shoes twice and customer service offered inadequate response.
“We can give you 10% back, or you can return for a full refund”
Courier marked parcel delivered but Schuh refused refund after investigation.
“we unfortunately would not be able to provide a refund or replacement on this occasion”
Unreliable courier and stock issues left me without goods or timely refund.
“they were no longer in stock”
Received two pairs in poor condition and customer service were uninterested.
“The second pair that came were EVEN WORSE than the first”
Ryan at Bluewater branch handled call and order professionally and swiftly.
“Very professional & courteous.Handled my call & order swiftly.”
Employee singled out family and made them feel racially profiled.
“this felt like racial profiling”
Allyson helped choose trainers and reminded me of my available discount.
“reminding me of my available discount”
Returned damaged shoes but refund refused despite tracking proof and hardship.
“they are claiming they haven’t received the item back”
Now charges for shipping and returns so I paid to try shoes.
“So I paid £8 to try on a pair of shoes!”
Charged 30 cents for a paper bag and experienced rude staff.
“was charged 30 cents for a paper bag”
Overall good experience but staff were rude and pushy.
“staff was a bit rude and pushy”
Order cancellation confusion caused dispatch and delayed refund.
“Order sent out and refund not returned within time”
Manager exchanged faulty school shoes promptly and refunded a small difference.
“exchanged them for a new pair”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Schuh is a UK footwear retailer selling branded and own-label shoes, boots, and accessories. It runs an e-commerce site as well as high-street stores across the UK and Ireland. Product pages show images, sizing details, and the stated delivery and return options. Support is available through store teams and online contact channels. Ranges include seasonal lines, casual trainers, and school shoes.