What can I say about Toms Customer Service? Totally hopeless and non-existant. If you have any sort of problem with Toms, that requires an intervention at even the simplest level (such as exchanging a size) then do not expect any help at all.
Toms have a system they call "Customer Happiness", actually it should be called "Ignore Customers at all Costs".
They have a system called Live Help, but there is no-one alive on the other end, be prepared to be alive on your end for at least an hour or two!
They have a system for e-mailing customer service - do not expect a reply within two weeks, more likely expect no reply at all.

They say that they have a team of young and savvy customer happiness professionals, I call it "sharp, beligerant dim wits".