Reviews Analysed
20
We Collect & Analyse Reviews
Schuh
Experiences & 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.
Overview & Key Metrics
Positive Sentiment
25%
Latest Review
20d
Overall Rating
1.9
Our Analysis
🎯
Service quality
Most reviews describe poor after‑sales support, inconsistent staff behaviour and delayed or unsatisfactory resolutions for faults, refunds and exchanges.
Share
Weak
23%
💰
Value for money
Customers report unexpected charges for delivery or returns and feeling out of pocket when orders fail, leading to repeated complaints about perceived poor value.
Share
Weak
9%
⚡
User experience
Frequent complaints relate to delivery failures, delayed dispatches and courier issues; a smaller number of reviews describe smooth next‑day delivery and easy collections.
Share
Weak
13%
🔧
Product quality
Several reviewers report damaged or poor‑condition items on arrival or shortly after purchase; a minority praise product quality or successful in‑store exchanges.
Share
Weak
9%
📞
Communication
Many reviews describe inconsistent or generic responses, conflicting information during investigations and unsatisfactory explanations from customer service teams.
Share
Weak
14%
⭐
Overall experience
Overall impressions are often negative, driven by delivery, product and service problems, though some customers report positive in‑store assistance and resolutions.
Share
Weak
31%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 20 verified reviews (September 2025).
Horrendous Customer Service
"Been a customer for a good few years now. Went in store to purchase Converse Chuck Taylor All Star Maddens. Staff brought out a pair with damaged toe..."
dax Milligan
Trustpilot
Sep 30, 2025
Featured for: Damaged goods; poor customer service
Do not use the website or shop here.
"I ordered a pair of shoes which were coming with fed ex. They however never arrived despite fedex saying they were delivered outside. No proof photo w..."
Jade Alderson
Trustpilot
Sep 30, 2025
Featured for: Missing delivery; refund denied
Excellent service
"Spoke to Ryan at Bluewater branch. Very professional & courteou..."
NIchola MAy
Trustpilot
Sep 30, 2025
Featured for: Positive in-store service example
Fabulous boots!
"I ordered a pair of boots on Thursday for next day delivery and they arrived on Friday through Evri. No problems at all with delivery and the boots ar..."
Matilda
Trustpilot
Sep 30, 2025
Featured for: Positive delivery and product quality
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
Filter by Rating
Filter by Source
Showing all 20 reviews
All Customer Reviews
Sources: Trustpilot (20) · Quotes shortened · As of: September 2025
S
Stephen
trustpilot.com
Sep 30, 2025
Shoe falling apart after a few days
Shoe falling apart after a few days - could be a rare fault? - but there is no way I should be expected to f...
d
dax Milligan
trustpilot.com
Sep 30, 2025
Horrendous Customer Service
Been a customer for a good few years now. Went in store to purchase Converse Chuck Taylor All Star Maddens. Staff brought out a pair with damaged toe...
J
Jade Alderson
trustpilot.com
Sep 30, 2025
Do not use the website or shop here.
I ordered a pair of shoes which were coming with fed ex. They however never arrived despite fedex saying they were delivered outside. No proof photo w...
L
LK
trustpilot.com
Sep 30, 2025
Disappointing
Disappointing. I don’t know what’s changed with this company - as a long time customer (who’s purchased many times online and collected from store; th...
H
Hayley Carruthers
trustpilot.com
Sep 30, 2025
Shoes arrived (twice) in a very poor condition
Ordered an expensive brand of shoe. It arrived in a battered box and the shoes inside were in a very poor condition. I assumed someone returned them a...
N
NIchola MAy
trustpilot.com
Sep 30, 2025
Excellent service
Spoke to Ryan at Bluewater branch. Very professional & courteou...
S
Shreya Trivedi
trustpilot.com
Sep 30, 2025
Discriminatory Treatment
I had a very disappointing experience at the Reading town centre store. I visited with my 2 year old son to check his shoe size so we could order onli...
A
Adrian
trustpilot.com
Sep 30, 2025
Schuh - Clarence Street, Kingston
Very satisfying experience in store today. I was helped in choosing a new pair of trainers by Allyson. She also he...
A
Alia
trustpilot.com
Sep 30, 2025
I would give zero if I could
I would give zero if I could. I returned a pair of school shoes that came damaged. They are refusing a refund as they are claiming they haven’t receiv...
B
Billie
trustpilot.com
Sep 30, 2025
do not buy from schuh
I ordered trainers from this comapny. I was surprised to see that they now charge for shipping. They did not charge previously. The shoes arrived, wer...
A
Anthony
trustpilot.com
Sep 30, 2025
30 cent for a paper bag come on
I ordered a pair of runners online went to collect the and was charged 30 cents for a paper bag rip of...
P
Peter
trustpilot.com
Sep 30, 2025
Good experience however staff was a bit…
Good experience however sta...
A
Adam Hickman
trustpilot.com
Sep 30, 2025
Told they had cancelled my order and…
Told they had cancelled my order and they hadn’t. Order sent out and refund not returned within time....
T
Tanya B
trustpilot.com
Sep 30, 2025
Faulty shoes exchanged easily
I bought some school shoes for my daughter and the soles split in both shoes within about 6m. I took them back today to the Romford store and Ash, the...
M
Matilda
trustpilot.com
Sep 30, 2025
Fabulous boots!
I ordered a pair of boots on Thursday for next day delivery and they arrived on Friday through Evri. No problems at all with delivery and the boots ar...
M
Martyn
trustpilot.com
Sep 30, 2025
Absolutely diabolical company wish I…
Absolutely diabolical company wish I had read the reviews now they use FedEx who are the worst logistics company known to man? They said the item had...
B
Barry Whittle
trustpilot.com
Sep 30, 2025
Don't use Schuh as they use FedEx who…
Don't use Schuh as they use FedEx...
A
Alison Boyes
trustpilot.com
Sep 30, 2025
ordered next day delivery
ordered next day delivery, didn't come next day! But accepted my money for the extra. Got some excuse about them being in the wrong warehouse for next...
J
Jayne
trustpilot.com
Sep 30, 2025
Absolutely appalling customer service
Absolutely appalling customer service. Made a purchase of Dr Martens. Shoes arrived but too big so sent them back. It’s taken almost two weeks for Evr...
R
Rebecca
trustpilot.com
Sep 30, 2025
Ordered an expensive pair of new…
Ordered an expensive pair of new balance trainers as a gift Monday evening (before 9pm) and at the time it said to be delivered between that wed- Fri,...
Conclusion
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.