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
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 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.