SoftMoc Shoes Recensioni 309

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

I ordered a pair of shoes that ended up being too small, I was glad they have "change size"or return for free, I ask for the other size, had to print myself the return sticker.
My return arrived quickly but I never got and notification from them that they actually got it, I had to check with my tracking. Then, 2 weeks later still not even 1 email, nothing. I live chat with them saying th e delays are longer cause of the pandemic, usual excuse in 2021, they confirm that they got it tho. well.
I waited few more days and finally live chat back to them and asked for my money back instead of the new paire, they did that ; proof that my initial demand was not even close to be process !

People, if you want an exchange with them, go in store OR ask for your money and place a new order right away, it will save you alot of time :)

I would absolutely not recommend this company, they’re terrible. I would give them zero stars if I could. I ordered sandals online over 6 weeks ago and I have yet to receive my order but they gladly took my money. I contacted them several times to get a status on my order and they kept throwing the blame at Canada post saying that they have my package but after opening a case with Canada post to find out softmoc didn’t give them the package!! They are taking orders that they can’t fill and keep your money. I have yet to see my refund. Stay away it will save you grief with having to deal with HORRIBLE customer service.

I read the reviews and was a bit scared. I bought my shoes on May 28 and received them on June 1st. Super fast and the shoes are exactly what I was expecting!

I'd a return via UPS. and they told me money will be back in my credit card in about ten business days. In seven days I'd found the money returned in my credit card. excelent service tks

Store clerk offered to get my shoes from another location as they were out of my size. I paid. Five days later they notify me that they are out of stock, bring my receipt in and my debit card and they will refund my money. I went in and they request to see the email. I show them and they tell me I need to now send it to the clerk ... I ask why and she says she doesn't know but maybe for inventory. I find that weird and decline, write to their customer service and they answer that they will refund via credit card. I call them, they take my information and....weeks later, emails and phone calls later, still no refund. They sent me an email today advising me to read my receipt, refunds will take up to thirty days. Like what?! I never had a pair of shoes in my possession. They are rude on the phone, dismissive in email communication and still have my money.

The reviews scared me a little but i couldnt find the shoes i wanted anywhere else so i ordered them and im glad i did they shipped quick and the price was good i would definitely buy from them again.

Bought a pair of vans skate shoes online at Softmoc. After about 1 month of light use, the soles started coming away from the shoe. As per instructions on their website, I took them to the local store at seven oaks shopping centre in Abbotsford. The store manager rejected the return and said that these shoes are not for everyday use, a claim that is not stated on either the Softmoc website, or on the Vans website. I tried contacting their “customer service” online and they said that it’s normal wear and tear. These shoes are 1 month old. This is disgraceful.

Worse customer service I have ever dealt with!!! Complete disaster, if you you ever have to deal with them for a refund or exchange!!! EXTREMELY DISAPPOINTED

This company is an absolute disgrace.
I called in January in regards to local stores still being closed due to the pandemic and I was instructed not to worry about time frames and to return my product with no issues when able to do so.
Yesterday I went to return a Christmas gift and they would not refund the shoes. Meanwhile they have no sizes, no stock, NO inventory even of that shoe and still forced me to get a gift card. What would I ever buy from you now?
Let me mention I did 3 other returns that day from Christmas and had absolutely NO issues, positive and pleasant staff to deal with - it was amazing.

I called head office today and they told me they changed their return policy to 2 weeks once the stores reopened. I asked how I was ever suppose to know that and was told "you should have called customer service again". Absolutely pathetic. This is the exact reason large stock stores do not deserve and will no longer get the support local stores do. Your business disgusts me.

If I could give this rating less than one star I would. I ordered a pair of shoes online in my regular size (hasn't changed in 20 years). No free shipping included as I did not spend enough. When the shoes arrived, they were very tight and uncomfortable. I promptly went online to register my return. On their website they state 'Free Returns!' so I was not concerned when I did not get a shipping label. I mailed the shoes back and paid the shipping fee, assuming I would be refunded. My refund was processed today: SoftMoc did not refund the amount I personally paid to return the shoes and the amount refunded was less than what I originally paid. Apparently, because I did not qualify for free shipping initially, I did not qualify for a free return and was not refunded my initial shipping charge either. Bottom line, barely broke even and still have no shoes. Zero loyalty to customers or care about customer service. Will not be shopping there again.

I was gifted Blundstone boots from SoftMoc in Dec.

Wrong size, so I went to the store in Jan to exchange. Store had no stock in my size. No problem. Here’s where the bad experience starts:

1. That night, the clerk was only able to give a gift card (apparently my wife’s version of our shared credit card was used, which of course, I didn’t have on me).
2. The gift card amount wasn’t in the same amount that the pair of boots cost. (My wife was the original purchaser. She used a $10 (loyalty?) amount given to her for providing the clerk with an email address. This couldn't be refunded. Now I have to bother my wife again when they do come in stock so that I don’t have to spend more money just to get the right size.)
3. Clerk couldn't tell me when they'd be in stock.
4. I asked "can you log my size request, and when the DO come, just sit a pair aside and call me?” No. Apparently – not possible.
5. I was told to "keep checking". Call every local store, every day, since this style sells out almost as fast as they come in.
6. Another alternative given to me by chat agents was to keep checking store stock every day on the web site. Nobody has time to do that.
7. Initially was told stores would get replenished Feb 15th. I called on the 16th, and apparently replenishment happened on Feb 1st and were sold out just as quickly.
8. I tried checking with chat agents multiple times. They can't tell me when a store will get stock.
9. Finally, with customer service center agent on Feb 19, they said "just place it online - we've got your size now". Well - what about shipping? What about that $10 loyalty piece that I now have to bother my wife about? Chat agent couldn't help me out at all.

Overall, this is a HORRIBLE experience. It's 2021. It shouldn't be this hard/this much effort to get another size.

The way I see it:

* supply chain is broken
* demand planning is broken
* return/exchange processes are broken
* customer service is broken
* loyalty program is broken
* brick-and-mortar vs. digital experience is wildly disconnected

I also sent this detailed complaint directly to the CEO and 3 other Sr. level executives who I assume would want to hear about these issues. Not a single response or acknowledgement. I've worked at an executive level for big international corporations before, and at all of them, executives would certainly take action on these types of things (even if they delegated the response to someone else). It's unacceptable.

How can this be fixed so that your customers can achieve what they need quickly, easily, and efficiently, in way that makes sense in 2021?

Worst company. Horrible customer service. DO NOT WASTE YOUR TIME SPENDING YOUR MONEY AT THIS PATHETIC STORE. They are crooks.

I wanted to order two pairs of kids sandals, order total was $54.97 before taxes and shipping. When I got to the shipping window they wanted to charge me $45 for shipping. I went onto the live chat in which the rep told me to call soft Mac and they could apply codes to reduce shipping. I have ordered adult boots and other shoes from them in which AT MOST I was charged $7.98 (sometimes even free shipping). I called the number and the rep spoke with her supervisor who authorized a $10 coupon so my shipping would still be $35. I asked how this is possible and was told it’s because the items I ordered are children’s items and on sale. So another words, they reduce the cost of the items and then tack on an obscene amount of shipping to recoup the cost of the discounted shoes. I will NEVER order from soft Mac again. That is absolutely ridiculous.

Hello,
I recently visited the Richmond Mall location in BC, and had the pleasure of receiving exceptional service from Mercedez.

She goes above and beyond in meeting the needs of all her customers, using a calm and centred approach in addressing the needs of her clients!
Thank you!