Espadrilles Toms

Tag line ... this vow to provide to a child in need swayed a choice purchasing. Photograph: Alamy

We purchased a pair of TOMS espadrilles costing £34.95 through the organization’s UNITED KINGDOM web site. Its plan of donating a couple of shoes to a child in need for every single purchase swayed my decision.

The footwear arrived quickly, but I became amazed that they were transported from the Netherlands. They were too little. The parcel included no returns slip or label. The bottom of the order offered an 0800 number to ring to start the returns procedure. Calling quantity wasn't recognised therefore the connections given were Dutch.

I returned to the UNITED KINGDOM web site and attempted the helpline without success. Then I emailed them to find out steps to make a return together with a sudden acknowledgement: “We’ll reply quickly – pinky swear”. Up to now, absolutely nothing. But We Have ascertained that I'll Be responsible for shipping them returning to Holland, that will cost about £15. It does state this on the internet site, but only once you look for it. Making apart the reality that i'm I have perhaps not been treated well by an organization, which makes such of its ethical stance, exactly why is its circulation from the Netherlands? SP, Walpole, Suffolk

Such when it comes to “pinky” vow – even more a deafening silence– and disappointing for an organization which pulls customized by boasting of the honest qualifications.

The TOMS conditions and terms state it accepts returns within 45 days of on line acquisition, provided the things haven't been worn. Products it views is used is going to be at the mercy of what it calls a “restocking fee”. Nevertheless, it seems extraordinary that your particular attempts to merely get a totally free comes back label had been thwarted.

TOMS has actually emailed you after our input and stated that, to apologise when it comes to inconvenience caused, it could give you a totally free delivery label so that you can return the shoes without additional expenses. It said it would be delivering this label by mail, with guidelines, within two to three working days. The reason why it could take this lengthy is beyond united states.

The company said in a statement: “We simply take every TOMS consumer experience to heart and always make an effort to resolve any problem if when it does occur right and immediately. In this case, we’ve offered to provide a free delivery label to streamline the return procedure for client. We’re always grateful to our neighborhood for supporting the TOMS action … and also apologised toward buyer regarding inconvenience caused.”