SoftMoc Shoes Reviews 309

I received a pair of soft moc Saginaw moccasins for my birthday. They were really cute and fit was perfect but within a week the leather on the top started to rip and the stitching came undone.

My daughter bought a pair of hunter boot liners from SoftMoc, Nanaimo location, for a new pair of Hunter boots. The salesman assured my daughter the size she needed was the size he gave her. She took them home excited to try them, found them far too big and bulky and didn't fit the boot properly. She didn't wear them out, just put them into her boot to see how they fit. And they did not fit. She tried to return them, or exchange for a proper size, in all the original packaging, respectfully and neatly packaged with receipt and she was told they don't accept returns or offer exchange on these. Terrible customer service. I see SoftMoc only accepts reviews from a person's own personal experiences; this is mine with my daughter.

I ordered boots online, when they came they looked different. I threw out the box, but have the packing slip. So i went into a store today to explain, even said i wasnt looking for a refund. I just want to exchange for more expensive boots which would be $100 more than the ones i bought. I was told flat out no because they needed the box to quarantine them. I work in retail and this is bull****. I wont be ordering or shopping in one of the stores again. All because of a box.

Buyers beware! They charge a fee if you purchase online and need to return it instore. I was charged $9. I can't believe that a company especially during these times would charge a fee for a return. It makes me never want to shop online or in store again. With most companies offering free shipping and free returns I would highly reconsider this old school policy. Charging $9 for an employee to put a box of shoes back on a shelf is absolutely ridiculous! I would also like to add as someone who has been a manager in retail for a very very long time. Train your teams to be more helpful. They should be trained on how to help the customer not be difficult and make the experience frustrating. I printed off my order information but was given a hard time saying that wasn't the right information they needed. I had to look for the original email that had been sent to me and that's totally fine bit it was the way it came across. It wasn't a helpful tone ot was almost a too bad so sad tone. I love your shoes but there are a ton of other retailers to buy shoes from and from reading your reviews as a company you should consider a new training program for your teams and a new policy for your customers. Times are hard right now...upsetting customers is a sure way to lose business!

Terrible customer service. They have changed their shipping policy to “most items”. My cart had over $200 and I was shipping to an address in a major city close to their distribution centre. I was told in order to receive free shipping I would need to pick up in store. So in order to save over $20 in shipping fees I would need to go in a mall during COVID. Terrible practices and the customer service representative was like a robot. Offered no solutions and just kept copying and pasting from their website. I’ve bought from Soft Moc for years. Will be looking for alternatives from now on.

Orederef a pair of new slides. They sent to wrong city and state. Ignored me for 10 days as if I scammed them . Would give 0 STARS 🌟 if option was available. Avoid them even on Amazon

I wouldn’t give them a 1 star. I’m standing there wanting to buy a pair of Birkenstock’s and a customer associate was standing there chatting with a friend. My husband who is with me leaves to go to the bathroom. 20 mins later when I am still standing there to buy the shoes. Nobody sees me and then I see an associate and ask for help. Tye associate says I am busy with another customer quite rudely. At that point I walk out. My husband goes back in the store to voice his disapproval.

I purchased a pair of blundstones on line March 28/29, 2020 right after Covid shut down started. I purchased them because they were on sale. Unfortunately they were too tight. I finally brought them back August 7 to exchange for a bigger size. I tried on a bigger size but they just didn’t fit me right. Told I can’t return them because I was past the return date. Didn’t seem to matter that we were in the middle of a pandemic, the stores were closed, I didn’t even think stores were doing returns initially, etc, etc. Not to mention not everyone is comfortable going into stores yet. They will give me a credit or exchange but I have to say I’m not interested in a credit as I never plan to shop here again. I have re-ordered a different size but may be stuck with an expensive pair of boots that I can’t wear. I’ve been a long time shopper at this store and am extremely disappointed in their customer service.

I have loved Softmoc for years and ordered many many pairs of shoes for myself and my husband. Recently, after enjoying free shipping, they have changed their policy with no explanation. If you go to their site it still says free shipping and returns on "most" items with no explanation of changes. I am now being charged almost 8 dollars for each pair I order ! 16 dollars to have 2 pairs of shoes shipped ? are you kidding ? I won't buy there again..I don't mind the shipping charges..but their sneaky sudden change makes me angry. They could at least be more clear about what is and isn't eligible for "free shipping" now.

30 minutes and holding on a chat that said usually responds in 1 minute. 5 minutes in to hold, someone comes on chat and says they will be right with me...and now 30 minutes and no one.... still waiting.... and they dont answer store phone and store phone number that is listed online doesnt give a store identification when voicemail comes on. Absolutely worst customer service ever.

Disappointing due to delay in shipping and failure to provide tracking information. This was the furthest thing from a seamless experience.

I ordered SoftMoc slippers from Amazon Canada in my size 6. The length was good, although a bit loose in the heels, but the width was too narrow and hurt my feet. I considered exchanging them for a size 7 but was afraid they would be too long and consequently even looser in the heels. So I requested to return them for a refund, which was granted. It was only then that I learned that my slippers had to shipped back to Softmoc at my expense, while the cost of shipping my slippers in exchange for a larger size would have been paid by SoftMoc. Unfortunately, this policy was not clearly displayed in Amazon's listing, and Amazon's link to the seller, SoftMoc, did not show the Seller's Profile (or at least I couldn't find it); had I found it, I would have seen SoftMoc's policy on returns and possibly not ordered the slippers. Instead I went ahead and ordered the slippers on the mistaken assumption that a reputable footwear retailer like SoftMoc would have a more flexible policy on returns given that buying footwear online can sometimes result in poor fits. I wrote asking to be reimbursed for the $20.80 I paid to ship them back but was advised: "Unfortunately, SoftMoc does not cover the costs of return shipping on Amazon at this time unless an exchange is being performed. While we would like to extend this courtesy to each customer, we are unable to accommodate that at this time."
Needless to say I am NOT a happy customer and will NOT be purchasing this brand of footwear online in future! Hopefully this review will help others make a more informed decision on whether to purchase this brand of slippers online.

I was worried after reading all the bad reviews ( after I ordered) but was pleasantly surprised.
Ordered on the 6th, shipping confirmation on the 7th and received them on the 9th.
Exactly what I ordered, correct size and in great shape !

I rarely leave reviews but I think this one is worth the hassle. After reading so many bad reviews (after I completed my purchase) I was scared that my order would not arrive, or arrive damaged or incomplete. To my surprise everything went perfectly. Both pairs of shoes arrived ok (condition, size, color, etc.) One pair was a day late but I received several updates via SMS. I'm very satisfied with the experience.

The shoes has been sent to me has a damage. I do not know but it was a waste of money. I just hope that it will be refunded.

Have been dealing with them for couple of years never had a good exprenise

There is nothing about this company that is efficient or customer oriented. I would never buy online again, their tracking system is awful,. Their estimated time of delivery not even worth looking at. I asked for a refund a week later since they could not give me a ship date and I am still waiting. This is why people use Amazon!

Rude.
I understand that shopping during these "Covid" days is unusual. However, staff can enforce restrictions and still be pleasant. I arrived at SoftMoc, planning to buy a pair of loafers. I was greeted at the door by a "girl" saying "What are you looking for?" I said "Shoes...." (not understanding why she is asking the question.... it's a shoe store!!) She said "what kind?" I answered "black; closed toe". I obviously had a confused look on my face and she replied "You can't come in and just browse!!" I said, well I'll go somewhere else then. IF I knew what I wanted, I would have ordered them and had them delivered. I needed to see shoes and see how they would fit. I left there and went to "The Shoe Company". I was greeted at the door and they asked that if you tried anything on to please put the boxes in a special pile, so they could be cleaned before being put back on the shelf. I tried 4 -5 pair on, some were too narrow etc. But, I left with a pair of shoes and some socks. That was a $125.00 sale that SoftMoc could have had....... I know the "girl" won't give a damn about the sale, but the owners should.

Complain about rude store staff at Richmond Centre # SoftMoc store#44 -
On June 5th , around 11am i went to Richmond Center to return my online order, i was the first customer, follow the social distancing rule and wearing masks. Sanitize my hand before entering your store.

First, a male staff took me in the store, while i was waiting 2 meters away from the counter, the female staff told me in an impolite tone “ Stay there, don’t move, until I tell you to bring the box to the counter then you need to step back to your waiting point”.

I followed her instruction. While I looking around I saw one pair of shoes looks good, while I check the price tag, she yelled at me with a very, very rude attitude” DON’T TOUCH, I SAID, DO NO TOUCH!!!!!”

I was shocked, said, “ no one told me to don’t touch anything in the store, I just check the price tag, and I was the only customer in the store, even I am not allow to touch anything, you don’t have to yell at me !?”

She repeated in a very loud tone and yelled at me: “WE HAVE TOLD YOU, DO Not TOUCH”!!

She also mentioned: If you want to return, you can do it online, no need to come to store…..”

I wonder, on your return policy, instore return is accepted, why your store staff educates your online customer don’t come to store? Is this a good attitude who is representing your company? Absolutely Not!

I was offended, feeling insulted, I feel depressed after leaving the store, feeling hurtled by an unruly staff at SoftMoc.

I am a customer, not criminal, not having covid, not carrying virus, She yelled at me just because I have Asian background and she didn’t feel comfortable serving the customer who is originally from Asia? In fact most of the Richmond population are originally from Asia, anyhow we are All Canadian and we are all humans, we shouldn’t treat each other with hate/racist attitude.

Last year before Christmas time, I was shopping in the same store, the same staff i mentioned above was using a very rude tone talking to a young couple with a child who came to store to do exchange. I still remember very clearly the impolite attitude, many people were looking at the embarrassed young couple who also has an Asian background, feeling offended and insulted in the public, I was truly surprise the same situation happened to myself a couple months later, same SoftMoc location, same staff.

No matter how much budget you put in online social media, customer’s feedback and experience matter a lot! I definitely can go ahead to post my experience on social media, however I will rather to reach out to your management first and let you know the customer’s concern.

I am not asking a discount code or a free pair of shoes. Writing a long email/message is not for any compensation. Customer need to be treated fair as we are all humans. It might be more racist case happen again in the same store/same staff. I hope your top management look into this and take further necessary action to prevent a staff damaging your brand reputation.

Note: I sent 3 email to their customer service, no reply, seems they don't even care... I will tell everyone i know -- NEVER SHOP AT SOFTMOC!!

I was hesitating when I saw the reviews, but everything was perfect.

The order arrived on time and I am satisfied. I would rebuy.