Review Time
I ordered the Caddy Lee heels from SCHUTZ Canada and paid $25 in shipping and $86 in duties, bringing the total to around $330. I was willing to take the risk because the shoes looked beautiful online — but do not trust their marketing photos.
When the shoes arrived, they were damaged in multiple areas and appeared pre-worn, which is completely unacceptable at this price point. On top of that, they did not fit at all.
I followed SCHUTZ’s explicit sizing advice to size down. I didn’t rely on guesswork — I double-checked with their live chat customer service, who also told me to size down. That guidance was flat-out wrong. The shoes were far too small.
When I contacted customer service, they attempted to place the burden entirely on me — telling me I would be responsible for return shipping and that I had to absorb the original shipping and duties, despite the fact that:
• the shoes arrived damaged
• the sizing issue was caused by their incorrect advice
• and the product failed basic quality control
I work in retail, so I understand very clearly when a company is choosing to be unhelpful rather than unable to help. SCHUTZ did the absolute bare minimum, despite the issue being entirely of their own making.
For Canadians especially: please don’t waste your time or your money. Between the misleading sizing guidance, poor quality control, and refusal to take responsibility, this was one of the worst customer experiences I’ve ever had.
There are far better options that actually stand behind their products — Browns, Nine West, or Dolce Vita are much safer places to spend your money.
If you purchase something from this company, be prepared to not get a response if there is a problem with your order. They sent me the wrong shoe, I have emailed them several times. Not even an acknowledgment has been sent to me. They will not take your return nor will they refund you. It seems this is an AI ran company programmed to never refund only give you store credit. They cannot be reported to the BBB because they are based out of Brazil. You’ve been warned.
Update on my nightmare with this company. I returned the wrong shoes they sent me, over a month ago. They still refuse to refund my money and insist that I take a credit/gift card. I explained I no longer live in the country so I cannot use it and don’t want it. I had to open a case against them. I will never waste my money at Schultz. Still waiting for my money. It’s been months.
PayPal denied my claim although I returned the shoes to Schutz, an all around circle of thieves. Now I don’t have the shoes I returned nor do I have my money. If you purchase from this company you will never see a dime of your money back. PayPal will side with advantageous sellers every time, even if they are in the wrong. I will also stop using PayPal to pay for online purchases.
One-Star Review – Schultz Shoes / Respite
This has been one of the worst customer service experiences I’ve ever had.
I originally ordered a pair of shoes that didn’t fit. I wasn’t eligible for a return, so I had to exchange them. Unfortunately, this happened right before Christmas when everything went on sale—meaning most replacement options were either more expensive or marked “final sale” and not returnable. On top of that, their sizing is wildly inconsistent.
I emailed asking what to do if I ended up paying more for something I still couldn’t wear and received no response. I went ahead and ordered anyway. When the shoes arrived, the sneakers themselves were fine—but the inserts didn’t match, making them unwearable. The other pair I received was damaged.
After multiple back-and-forth emails, they finally told me I could return one pair and that they would send matching inserts for the other. I returned the defective shoes over a month ago. I still have not received my refund, and I still have not received the inserts. When I try to follow up, they keep referring me to a “previous email” that doesn’t exist.
It’s been a nightmare. At this point, they should simply issue a refund or send a replacement pair. We will never shop here again.
My recent experience with purchasing shoes was very frustrating. The first pair was uncomfortable and didn't fit, and I could only exchange them, which forced me to spend more money. The exchanged order had several issues, including uneven inserts and missing embellishments. When I tried to return them, I was told they were not eligible due to a sale, even though the site was discounted when I bought them. I reached out multiple times with no response. Now, I'm left with costly, damaged shoes and no support. This feels deeply unfair and disappointing, and I won't order again.
I used to be a fan of this brand, but my recent experience with their website has been terrible. I ordered boots in my size, but they felt much larger. After returning them, I received store credit and tried ordering another pair in the same size, only to get a much smaller size instead. When I attempted to return them, my request was rejected. Customer service informed me that my exchange was under review, but my calls were not getting through. While the shoes aren't overly expensive, I cannot afford to lose over $200.
I had a very disappointing experience after paying full price for shoes. The first pair was uncomfortable and didn't fit. When I tried to return them, I could only exchange and ended up with a credit that required me to spend more. The replacement order had several issues: inserts of different thicknesses made them unwearable, and another pair was missing details and was much larger than expected. When I tried to return or exchange again, I was told it was no longer possible due to a sale. I have multiple emails unanswered and am now stuck with expensive, ill-fitting shoes and no support. I won't order again.
I ordered a pair of shoes, but they were never delivered. This experience with the company has been exhausting and frustrating. Each time I reached out to customer service, I received different excuses, indicating poor communication with their delivery services. I've sent over 20 emails and made five calls, each with long wait times, yet there's been no resolution. This has been a terrible experience overall, and I do not recommend buying from this company.
I've encountered awful service for the second time with this brand and their delivery provider. My recent order of boots never arrived, yet the delivery service claimed it was delivered. Instead, I received a mangled package with incorrect details. The brand accepted the delivery service's word without verifying. I've stopped payment, but no one has reached out to explain. I highly advise against ordering online.
I strongly advise everyone to steer clear of this brand and their website. They seem to have shifted from a reliable brand to something resembling a scam. Their delivery service is unreliable, and customer service offers no solutions. Many others are facing the same issues, but their social media seems to ignore or delete complaints. It's a frustrating situation where products are ordered but never received.
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Defined by a confident, bold, and purpose-driven attitude, Schutz shoes lead the conversation, delivering fashion at your feet, one head-turning pair at a time.
