softmoc.com

Had an issue with delivery; not their issue, was an issue with Canada Post. When I called Soft Moc Customer Service they stayed on the line until the issue was resolved with Canada Post. I was at the Canada Post outlet when I called as Canada Post said they did not have my package, but, Soft Moc confirmed they did have the package and they were correct, Canada Post had the package.

Terrible customer service, went in to return shoes and the girl returned the wrong pair. After the refund was processed and I noticed the $100 price difference I asked her to return the correct pair. She was unable to do this with her system apparently and I had to repurchase the pair she incorrectly rang in and then proceed with another transaction to refund the pair I was returning. Keep in mind when credit cards are refunded it takes a few days to go back on but the purchase comes off immediately. Spoke with someone who claimed to be the district manager and she advised me she would have to make a phone call and call the store back. This was after half an hour. There were also at least seven people in the store who wanted assistance but the one employee left them all and went in the back to talk to whomever she was speaking with on the phone about her mistake. Will never shop at this store again.

If you could offer a negative review for this place it would be more fitting. Bought boots here for a Xmas gift for my wife they didn’t fit, tried to take them back Boxing Day to the heartland location and didn’t have my card so they wouldn’t allow the return ( are they worried someone might scam them wtf same name same family are you kidding me ) we then left on vacation for New Years and retuned on January 11. We went to return them today to be told we are over the thirty days. Most stores after until the middle of January for returns but not softmoc, I guess there better then most stores in Ontario NOT, we are stuck with a $200 pair of boots and no answer. Phoned there customer service and that had to be the worst experience ever, had this kid by the name Conner which was absolutely a joke asked for him his manager Rob he is just a robot something like a broken record. I can understand why they have such horrible ratings. I WOULD ADVISE EVERYONE TO STEER CLEAR OF ALL SOFT MOC STORES. Let them go bankrupt like every other business that fails to have decent customer service.

Don't make the mistake of using old fashion CASH for your purchases at SoftMoc. When you try to take the shoes back, they don't have the money to return to you (even at 3pm on a Saturday). This is not the first time this has happened to me at SoftMoc. They would return my purchase to a bank card, but I didn't have one on me. I phoned the customer service number and the rep was not helpful at all. When I said that when a customer pays with cash they should get cash back, the service rep said that a bank card is cash. The rep said that to get actual cash back, I would have to phone the store and get them to phone me when they have enough money in the register. What a hassle!!!!!!!! This has happened to me twice in the last month at SoftMoc. I feel like they are holding my money hostage. I wonder how many people have ended up just keeping the shoes because they do not have time to deal with the SoftMoc hassle? I will no longer be shopping at SoftMoc!! There are much better shoe companies out there.

VERY DISAPPOINTED. DID NOT HAVE MY ITEM FOR A SIZE EXCHANGED AND REFUSES TO GIVE ME A REFUND. WHEN THEIR MISSION STATES: We had a vision to create meaningful customer experiences through service and unsurpassed quality of product." So, tell me more about how your mission statement is aligned to how you treat your customers that are seeking solution to a problem initiated because you don't have an item in stock? VERY UNFAIR TREATMENT TO A CUSTOMER THAT FIRST: DECIDED TO GO TO YOUR STORE INSTEAD GOING TO THE COMPETITION; SECOND: ALL WANTED WAS AN EXCHANGE OF SIZES WHICH YOU DON'T HAVE; THIRD: ALSO DON'T RETURN THE CUSTOMER MONEY TO GO PURCHASE IT SOMEWHERE ELSE. Feeling very frustrated.

Usually I don't do reviews on businesses be it good or bad, but SOFTMOC crossed that line. So, I purchased some items on the 8th and 9th Of April 2020. Please here is the ORDER NUMBERS as follow, ORDER# 5120443 ORDER# 5122307 ORDER# 5122379 After ordering online...These ORDERS were voided right away merchandise by merchandise simply because they are so SUPER INCOMPETENT to update their inventories. Now today is 13th Of April 2020 and I am yet to get my $229.39 right back into my account and which I have been contacting their Customer's service on 18777638662 to no avail. Please note that SOFTMOC will be the first COMPANY I will heard or see get rid of "Customer's Care Services" in the midst of this PANDEMIC going on. What an INCONSIDERATE COMPANY. Like seriously speaking, what Company does that? SOFTMOC I GUESS? Cause I'm a frequent online shopper so I shop from all SOFTMOC COMPETITORS from HIGH to Low cause I have dealt with returns and refunds from various Customer's Care Services during this PANDEMIC and I have never had to go through Hassle's like this. Since I had no clue where my HARD EARNED MONEY went and when exactly I will be getting it back. So, I decided to contact SOFTMOC via their "live chat". chatted with "Agent 22" or whatsoever. He/she said I have to wait for 24- 78hrs to get my money back but when I said to the "Agent 22" that it has been 6 (Six) Holy days now and I'm yet to receive my money into my account. Then He/She switched up the whole thing to 2weeks to a Month. I am like this is just INCOMPETENCE and a SCAM at its finest....So with all the PANDEMIC going on across the WHOLE WORLD where people are getting laid off work just like "SOFTMOC" LAID OFF THEIR "CUSTOMER'S CARE SERVICES" and people SERIOUSLY HAVING HARD TIME PUTTING FOOD ON THEIR TABLE IS WHEN SOFTMOC CHOOSES TO "SCAM AND RIPPED OFF SOMEONE LIKE ME OFF THEIR HARD EARNED MONEY". WHAT A SCAM. Now I simply don't know if I'm going to get my $229.39 back or not due to their INCOMPETENCE, INCONSIDERATE AND THEIR SCAMMING NATURE AS A COMPANY. PLEASE SHOPPERS BE WARNED.

Don't do it. Go anywhere else! I found a pair of boots on store that I needed in a different size, I was happy enough with the assistant managers service at the mall of America store I had her ring up my sale so she could get the commission instead of ordering online myself. Surprised me when the wrong boot arrived. Call customer service wait mostly on hold for almost a half hour and they refused to honor the price the correct boot was to exchange the boots for me. Oh, and lucky for me they were so kind to refund my shipping for their mistake when they normally do not refund shipping?!? Are you kidding, you sent me the incorrect product! Do yourself a favor spend the extra money, save the headache and go anywhere else!

Softmoc comes across as a store you can't lose at - they have free shipping and also boast of free returns (with an asterix). So I made my purchase and receiving my order,but they were not what I expected. No problem I thought, they have that free return policy. No! What I get is a number to write on the box which states they gave me the green light to return, but the cost is my obligation to pay. When I look into the FAQ about this, it states that free returns must 'qualify', but doesn't come anywhere close to saying what it means to qualify. Is it a roll of the dice if you qualify? Who knows? Now I must pay $17 to return a $60 pair of shoes, and if I want to return it to a store and not pay shipping, I need to drive an hour to get there. Buying from almost any American stores, online or not, you won't get this disrespect. Softmoc's 'customer service' people are not exactly oozing with people skills just to make it worse. Sad to say, but I will continue to buy American because they know how to treat a customer as someone they appreciate, rather than a Canadian store that treats you like a burden or an annoyance.

Worst customer service, terrible customer service @ Heartland store, the customer service staff at the store not even ready to acknowledge my concern, I will never go to any Softmoc Store, not even interested now to do online shopping with Softmoc.

Medicine Hat location has the most unprofessional staff. They gave less then qualified service, unaware of products that they carry. It took 3 of them half an hour to do 1 clients purchase. Unprofessional clothing worn and personal hygiene questionable!

DO NOT ORDER ANYTHING ONLINE FROM SOFTMOC, horrible "customer service". Their website states they have free shipping. I spent over $300, certainly thought that should qualify for free shipping, but it didn't. When I questioned this, I got some vague response that they had no control over these charges. (??? are they not the owners?? And if BC does not qualify for free shipping, who does? Be transparent!). When I returned 2 out of the 3 items, they deducted the full shipping charges from my refund even though they say any shipping charges are based on a per item basis------so, what is it? Complete falsehoods on their website, much better service with Amazon, never again. J. McHale "Free Shipping SoftMoc is pleased to offer FREE SHIPPING on all eligible orders. Most items ship to most destinations for free! Once you provide your shipping address during the checkout process, SoftMoc will display any shipping charges on the final checkout page. Shipping charges are based on a per-item basis."

I have been shopping with SoftMoc for many, many years, in-store and online. I like that they have a wide variety of brands that they offer and their shipping/delivery time is incredible! I purchased something recently from softmoc.com and received same day shipping! It's amazing. I've always received the items I paid for and never had issues with items not being the right size as I usually play it safe and buy shoes from brands I'm familiar with. I will say that in-store shopping isn't as awesome as shopping with them online and I usually just order online. The main reason for that is because almost every store I've ever been to is understaffed and anytime I just need to ask a question it's difficult because they typically only have one representative manning the cash register as opposed to someone walking around to assist customers. That can be tricky seeing as their shoes are all display and you need someone to go and get the shoes you want to try on from the storage room. That might seem pretty minuscule on the scale of things retailers might do that seem unappealing, but for someone like myself who has severe social anxiety it sucks to have to stand in line at the cash register just to ask the person for some shoes to try on and I've been forced to do that at multiple SoftMoc stores. Aside from their brick and mortar stores being understaffed, SoftMoc is a great company and I will continue to purchase items online!

I ordered a winter boot on sale for my son online and he's all excited to receive it. Bad surprise, I just received an email stating that it is sold out. However, when going on the website, it's still showing the item available and you can order. Either they have the worst online system or something is fishy because it's a 50% off sale. Beware if you promise someone a shoe and you order on this website

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