Reviews show recurring issues for online orders: delivery problems, courier failures and delays are frequently reported, often followed by frustrating refund or investigation outcomes. Product condition on arrival is a common complaint, with several customers receiving damaged items; some report successful in‑store exchanges when staff intervene. There are also positive reports of helpful in‑store service and satisfactory deliveries, indicating inconsistent performance between channels and locations. Consumers considering Schuh should check delivery options, keep tracking and returns proof, and consider visiting a store for immediate inspection or exchanges when possible.
Examples from available reviews (May 2024 – Feb 2026).
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”
Ryan at Bluewater branch handled call and order professionally and swiftly.
“Very professional & courteous.Handled my call & order swiftly.”
Boots arrived next day and the customer was impressed with quality.
“the boots are fabulous.”
Most reviews describe poor after‑sales support, inconsistent staff behaviour and delayed or unsatisfactory resolutions for faults, refunds and exchanges.
Customers report unexpected charges for delivery or returns and feeling out of pocket when orders fail, leading to repeated complaints about perceived poor value.
Frequent complaints relate to delivery failures, delayed dispatches and courier issues; a smaller number of reviews describe smooth next‑day delivery and easy collections.
Several reviewers report damaged or poor‑condition items on arrival or shortly after purchase; a minority praise product quality or successful in‑store exchanges.
Many reviews describe inconsistent or generic responses, conflicting information during investigations and unsatisfactory explanations from customer service teams.
Overall impressions are often negative, driven by delivery, product and service problems, though some customers report positive in‑store assistance and resolutions.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (19) · Quotes shortened · As of: February 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 operating an online shop alongside multiple physical stores across the UK and Ireland. It sells branded shoes and accessories and supports online ordering, in‑store collection and returns. Consumers researching Schuh reviews typically look for information on delivery, in‑store service, product condition and the returns process.