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
Boots arrived next day and the customer was impressed with quality.
“the boots are fabulous.”
FedEx delivery failures caused extra charges and a terrible overall experience.
“they sent me a blank photo”
FedEx used by Schuh repeatedly failed to deliver, wasting a week.
“Don't use Schuh as they use FedEx who never deliver”
Paid for next-day delivery which failed and caused holiday issues.
“ordered next day delivery, didn't come next day!”
Return delay and inconsistent customer service left refund unclear and delayed.
“staff are rude and unhelpful”
Order dispatched very late causing the delivery to miss the needed date.
“They didn’t dispatch it until Thursday evening!!”
Return rejected for minimal wear with poor communication and no ADR escalation.
“return was rejected because the soles were said to be “worn.””
Courier claimed delivery via photos but product is lost and no help provided.
“My product is literally lost.”
Courier claimed delivery via photos but product is lost and no help provided.
“My product is literally lost.”
Courier claimed delivery via photos but product is lost and no help provided.
“My product is literally lost.”
Returned boots were replaced with different boots and refund refused.
“Schuh sent her back a parcel with a different pair of boots”
Helpful staff advised without pressure and enabled a happy purchase.
“she gave good advice with what i needed”
Young staff member Joe provided very helpful, top-class customer service.
“He was so helpful and a pleasure to deal with .”
Company claims parcel was left with neighbour but provided no proof.
“they said that they left it with a neighbor and that they do not take any responsibility.”
Parcel marked delivered to neighbours but neighbours never received it.
“Schuh said there’s nothing else they can do”
Friendly staff member Vicky provided excellent, helpful in-store service.
“nothing was to much trouble.”
Trainers started peeling after three months and were not refunded.
“both SAYE trainers bought at Schuh are starting peel and looking like cheap knock-offs.”
Return refund was delayed six weeks while companies blamed each other.
“It took 6 weeks of me emailing, and practically begging for my own money”
Received used, incorrect and cheap shoes instead of paid new ones.
“I ordered shoes worth £130, but what I received were used and incorrect, cheap shoes.”
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.