SoftMoc Shoes Reviews 309

“Beware of this awful company. Had an awful in store experience at carlingwood. Associates there avoid customers and i spoke to each of them since they kept walking away to tidy shoes or do nothing instead of helping a customer. Of you ask for a name they let you know they don't give names or wear tags. So we can't even address the associates as human beings. Despite them not having a good price adjustment policy within a few days of purchase I was more appalled by there awful in store service. Especially since it was the store manager I last spoke with who also refused to give a name just that she was the manager. My partner and I left and bought online instead. We contacted customer service to let them know of our experience and ask some follow up questions. Their associate let me know she was an assistant manager and couldn't answer all my questions. She offered a coupon and said she would have her manager contact me by phone. Instead I get a horribly rude email from a male rep stating they answered all my questions and provided a coupon. I tried advising again the rep could not answer all my questions and I would like the coupon honored on my purchase that had not shipped yet. The rep again responded aggressively and rudely stating I could not have the coupon honored on worn products. The item hadn't even shipped yet! I submitted a BBB complaint and shockingly they allowed that same rude rep to aggressively and rudely respond the same way. The BBB agent handling it was also surprised. The resolution asked for was to honor a coupon or call me. Company wouldn't do either. Honestly worst customer service I've ever seen. BBB is more than happy to post the issue and their rude response for all to see. I recommend submitting complaints there to help wake this company up. Also, the CEO is on LinkedIn

Recieved a pair of black sheep skin slippers, the slide on kind for Christmas. Terrible quality, do not buy these slippers. The colour leaks my feet after one wear were black!! I then wore sox and it turned them black. Also the piling inside the shoe balls up and falls off what a mess! 2 months in still blackening my feet all the piling is gone, so very uncomfortable garbage now. I am sure they were not cheap so sad my daughter wasted her money.

Terrible customer service and return policies.

In mid December, 2021, I placed an online order, on behalf of my spouse, for a pair of boots, as a Christmas gift, to be picked up in store.

I got the boots the next day. My spouse received the boots that day. The boots were the correct size, fit her feet, but were unfortunately very uncomfortable to wear. My spouse elected to continue wearing her old non-waterproof boots, instead of these pooly assembled Softmoc boots.

After Christmas, I tried returning the uncomfortable pair of boots to the Ottawa Place d'Orleans store. The store employee took almost 30 minutes in correspondence with virtualbcustomer service, to process my refund. Although the return was for an unused subpar product, with the receipt, withing the allowable return time frame, the return could NOT be allowed without the original box? There was no mention of this box/original packaging requirement within there return policy, on the store receipt or online. I tried calling customer service several times, but kept getting hung up on, with the automated phone system? My 6 year kid was also becoming more and more restless, adding to my stress. In the end, I foolishly elected to take a store gift card, instead of returning home to seek out the stupid box. I figured my spouse would find another more suitable pair of boots from Softmoc. The store rep never told me that the store gift card was non-refundable, if no other store product could be found.

Unfortunately, my spouse could NOT find any other boots from Softmoc that she was interested in. Also, the original boot box was found.

Upon my return to Place d'Orleans Softmoc, a few days later, I was informed on the non-refundable gift card policy, by the same useless employee, after another lengthy virtual consultation with virtual customer service. My calls to customer, on another phone line than the website, actually quickly led me to a customer service rep, who repeated their inability to refund me the value of the gift card. The manager repeated the same line, like a parrot, hiding behind the inflexible internal policies.

Softmoc is by far the worst shoe store I have ever had the displeasure of being associated with. The products are of poor quality. The staff are not very knowledgeable or helpful, and customer service are absolutely pathetic.

Please avoid associating with them. If you do anyway, hold on to your receipt AND THE BOX!!!

I received 3 items from softmoc as Christmas gifts, despite having the original receipt for ALL items I was refused any refund because the original receipt was on someone else's bankcard…additionally the other receipt for boots purchased on dec 03 was also denied a refund as their Christmas refund period ended Jan 3rd.. seriously considering they have a regular 30 day exchange policy not much of an Christmas return policy. I was 3 days past this date and refused a refund. As an essential worker I had no time off until today to return the boots or slippers. I will be telling all my essential worker peers to shop elsewhere!!! Who doesnt give a refund with a original receipt, they claim they will be charged with fraud if they refund it on another card. Any other store gives a refund, Ive done it! They suggested i take the boots and slippers back and try to sell them on marketplace or online to try to get back some money.. like are u kidding me?? When would you like me to do that, I have no days off as is! Now i have a gift certificate for $423.00 and thats after taking another pair of $269 boots home as an exchange. I will NEVER shop here again and advise everyone else not to. Spend your money elsewhere!!!

I was looking at a pair of doc martens for myself online that were on sale but the website said absolutely nothing about when the sale was ending. I decided to phone every available store where I live, none of them had picked up so I phoned customer service to ask my simple question. The person who had picked up was beyond rude and continued to avoid my question, eventually they hung up on me after only 7 minutes of completely avoiding my question of when a sale ended. I phoned again and got a different person thankfully but they still were unbelievably rude and avoiding any questions, I even told them about the person that had previously hung up on me and they began to avoid my questions just as the previous person had. Customer service is terrible and I wouldn’t recommend contacting them at all especially about sales because apparently they know nothing!

Horrible customer service. Ordered a pair of shoes and it was delivered way before the shipping date. If I knew that was going to happen I would of went to the store and purchased the shoes. Long story short they left it and my door and it was stolen. SoftMoc basically told me it was my loss :(

Absolute worst staff in the history of the planet. Went to the Willowbrook Langley location, in BC Canada. Literally will tell you to get out if you don’t have a mask on and that they don’t take exemptions, they ask for your private medical information, tell you they don’t care about the human rights code, they literally will make a scene in front of everyone, and lie that a different boot is the same as another one. The email blocks complaints and if you call, this evil company offers nothing back other than to basically validate their crappy, discriminatory treatment. I wouldn’t send my worst enemy to buy shoes from them. Absolutely disgusting behaviour, know nothing about the products they have, and have abysmal customer service right from the head office.

Purchased some converse for my niece tagt were very hard to find. I noticed there was no tax when i went to check out (yay) ad free shipping!!! They arrived when promised and cut her perfectly! Customer service was geat!

The staff at the store in Richmond center are terrible!! They are very rude and unfriendly. They act Like they are doing you a favor by talking to you. They refused to give me a refund on shoes I just bought as I paid cash. They said all they can do is give me a gift card back after I said I would be happy with it going back on my debit card if they didn't have cash.
I ended up going to the store at the outlet mall near the airport. The staff there were fantastic. Very helpful and friendly. Will never go to the one at Richmond mall again!

⁴³⁸⁻³⁴⁹⁸I purchased from bomenaa.com - false advertising, The size is only stated on the box. The shoes I received are too big when I tried them on and I know they are a full size larger when I compared them to my existing shoes. All of this is below the reputation of this company. I tried to deal with trusted companies I gave 2 stars only because they responded to my emails in a timely manner and the shoes look like the pictures.i was trying to return this shoes back to the company so iwent online and i found their help dial which is ⁸have great customer service Finally got the return address to return this shoes back to the company When ordering you dont know its from China until after the transaction goes through and you see it on PAYPAL. DO NOT BUY FROM THEM EVERDO NOT BUY FROM THEM EVERDO NOT BUY FROM THEM EVERDO NOT BUY FROM THEM EVERDO NOT BUY FROM THEM EVERDO NOT BUY FROM THEM EVER

The online customer service from SoftMoc I received via Facebook Messenger was outstanding. The people were very kind and very helpful when it came to my concerns. Excellent company would recommend to anyone!

The manager at Metrotown has the worst customer service I have ever experienced as a consumer.

I love softMoc I almost always find what I am looking for. Clean and bright store
Friendly staff

SoftMoc has a horrible return policy. I purchased a pair of sandals about 3 weeks ago and paid with my debit card. Shortly after, I misplaced my card and had to get a replacement.
It turns out that the sandals did not fit properly so I decided to return them. Because I did not have the same debit card, I wasn't able to get a refund. Instead I have to wait several weeks for a cheque to be sent via mail. The reason I was given for this absurd policy is that it is for security reasons. I have to add that I still had access to my old debit card in my phone and was able to prove that it was my card that was initially used. I had to return another item at Winners and did not have any issues. I strongly doubt that there are that many security issues with fraudulent returns.
I am extremely disapointed and upset that I now have to wait weeks to get my refund. You can be assured that I will never step foot in another SoftMoc store and will inform others of the poor policy they have
.

Softmoc has the poorest and worst customer sercive in the whole retail industry in canada. Today i ordered two shoes which i needed them urgently thats why i
I chose the ‘’ pick up today’’ and i supposed to picked them up in the softmoc eaton centre. I went to the store and they told me the order is not even shipped yet! (Without even notifying me by email) I explained that i chose the ‘’pickup today’’ option because i need those shoes immidiately. After long debate asked them to just cancel the whole transaction because im not be able to come and pick them up in upcoming days because my working hours has conflict with their store hours. They told me that they cant refund my money since they dont have physical shoes!! I asked to talk to the manager and he/she refused to come and talk to me. At the end, i was told that our work is different than the website!!!!!
So the lesson is this: customers should never trust the website at all! I recommend everyone not to buy from this brand even if it is so cheap. It was disaster. Never ever buying from softmoc. I wish i could have given them 0 star.

I don’t know what everyone is complaining about. The New Sudbury Centre one had all new employees but they were really knowledgeable and got me everything I wanted. The return policy is not great I’ll admit it I think it’s only 30 days but you know what it’s lower prices than a lot of other stores and the employees are super nice and know what they’re doing. Good shoes good people good store.

After I wrote a complain addressed to shoes at softmoc dot com ... an amazing
Customer Care Assistant Manager named Sarah, replied timely advising me to visit another softmoc store to have a second opinion. I visited the 2633 Granville Street branch in Vancouver, & was approached by the nicest customer service gentleman named Mackenzie at that branch.
He was a patient & professional listener & with his kind and warm personality & approach he healed the awful experience I had previously with the customer service at softmoc parkroyal branch.
He checked the shoes and confirmed that they were not used at all despite the false accusation of those girls at the park royal store & he gave me store credit in return, which I used right away to buy a pair of shoes for my granddaughter.
Mackenzie's approach made me change my rating online from 1 star to 5 star ....

I ordered sandals during the Lockdown. I picked them up in store and knew right away that I did not like the colour. I tried to return right away, but they wouldn't let me and told me to wait until the stores are fully opened. When the stores finally opened I went in and they refused to give me my money back because it was longer than the policy states (even though the stores were closed due to COVID). I will not be buying anything else from this store. It's very bad customer services, especially during Covid times.

Horrible experience! Don’t recommend! The staff is not polite and not helpful! No begs! No cash! Slow moving ladies that stay beside the desk and don’t help! Never go there again!

Hillcrest Mall location. Richmond Hill Ontario

I placed an order June 8. Was returned June 10 for exchange. Just spoke with customer service and they won’t bother processing the return/exchange until mid July, claiming delays from covid. There has been no proactive communication from the company confirming receipt of the return or explaining processing delays. Customer service is defensive, one agent last week said ‘you just have to wait’ - waiting nearly a month for a company to process a return is IMO unacceptable. The rude customer service just aggravates the situation further. I will not shop with them again