SoftMoc Shoes Reviews 309

Absolutely horrible customer service. Stay away from SoftMoc. I had very dissappointing experience and never ever buy anything from them again. Paid extra fee for express delivery but never got my order on time and never got refund for express shipping they charged me. Customer service was rude, horrible, helpless and interrupted me all the time

Very poor distribution model. The customer service reps are nice enough - its the online delivery model that is broken. Will never ever order online from this store again. Ever.

Do I have to pick one star? There is no customer service from soft moc- especially if you order online. I was horrified by my experience ordering a pair of boots, picking them up only to find that the price on the boots was less than what I had paid online. Asked the store to fix it, they said to come in to store. Went into store, they said they couldn’t do it. Called a manager the next day and was told I had to call customer service. Called customer service, got a robot saying they couldn’t take my call and then hung up on me multiple times. Finally got a human, provided all my info, they asked for me to hold for a manager and then hung up on me. I was sure they would call me back as they had all my order details- Nope. So went to the store. Again. The storefront couldn’t do anything except type in the chat for over an hour and it still wasn’t resolved. I gave up and left the store. Terrible experience. Shocking.

Horrible customer service! Ordered Timberland men’s boots as a Birthday gift for a family member (over $200+ on line and got confirmation they were shipped with a delivery date expected from a location close to my home. 4 days later they still had not arrived and the tracking still said shipped. Called their customer service line that took days to get through to someone and had two different people who said they could only see it was shipped- no other info if a courier had picked up yet! Shockingly poor customer service from a huge Canadian owned Company. I am so disappointed.

I ordered a pair of shoes for my daughter in Nov 9. Their delivery options were free in store pickup with no estimated date, free ship to house with a date of Nov 14, or pay for softfleet 2 day delivery of Nov 11. I paid the (cheap) delivery fee and got the email with delivery date of Nov 11. On the night of the 11th I got an email that said sorry but your delivery is delayed. It hadn’t even shipped. On the 13th it was shipped but still 1 province away, with the delivery date still saying Nov 11. I did a live chat asking for a refund of the shipping fees, since I could have done free shipping with the same time frame. After waiting 6 minutes for them to look at my account, they said they wouldn’t refund because it’s a normal processing time. I reiterated they literally call it “2 day shipping”. I ordered nov 9 and it shipped Nov 12, that’s not 2 days. Was just delivered today on Nov 14, same time frame as the free shipping. If I do order from them again, I will never pay for the faster shipping. I’ve had it delivered faster with the free shipping, or even with in store pickup. Save your money.

My experience at SoftMoc in Scarborough Town Centre was incredibly disappointing. The customer service was poor, and the store was disorganized from top to bottom. There was no one available to help on the floor, and I ended up waiting in line for 30 minutes just to get assistance with trying on a single shoe. When I finally did, they could only locate one shoe and spent the next several minutes running around the store looking for the other foot, only to never find it.

To make matters worse, the store’s management seemed to lack basic leadership skills. I witnessed a manager shouting at employees from the front of the store instead of offering guidance or trying to help with the issues customers were experiencing. The whole environment felt chaotic and unprofessional.

Overall, I wouldn’t recommend shopping here if you’re looking for any kind of service or efficiency. This was one of the most poorly managed and disorganized stores I’ve visited, and I won’t be coming back.

On the website it shows only the regular version of the shoes, but once I placed an order, it shows the wide version of the shoes instead on the receipt. I double checked that there was no wide version indicated or available on their website. Good thing I caught this error before it was shipped.

Returned Clark's 9w casual shoes ordered online, after consulting with customer service about the procedure. Great service at Softmoc Carlingwood when I bought size 8 1\2 wide and returned the size 9w.
I had concerns because of negative reviews about Softmoc returns.
Over the years I have always had good experience at Softmoc at Carlingwood and Bayshore, but unfortunately, I have had very stressful, negative experiences at Billing's Bridge location. Kudos to Carlingwood

Absolute garbage when it comes to shipping. SoftMoc gives the option to ship to a registered UPS access point for pick up. What they DON’T tel you is that when you get notified by UPS your parcel is ready for pick up you have to provide a six digit release code given by SoftMoc to release the parcel. Regardless that it’s linked to your account that it was shipped to an access point where they verify your identification to give you your parcel. Useless customer service is garbage it took over an HOUR to obtain release codes because these clowns shipped foot insoles in 10 different boxes from the exact same location!!! Not different stores. The SAME location in giant boxes.

What a colossal waste of material, not environmentally friendly and just plain stupid shipping fabric insoles individually into separate HUGE boxes rather than all of them into one box or bag coming from the exact same Pickering warehouse.

Complete idiocy. Never order to an access point send orders directly to a store let them figure it out. Clowns.

24 hour express delivery!!!!
This retailer is so slow, don’t understand how they are in business. It’s been a week and the package has not shipped. And they call it express shipping!

Had a bad experience in one of SoftMoc Inc. #46, 2266 Bloor St, West to be precise, customer service is very bad, lot of discrimination and hate going on. I sized a shoe and ended up buying one. The lady brought the shoes from the back took out one shoe and replaced it with the one I sized from the shelf. She had the audacity to ask where I had put the shoe😮. She literally swapped it with the new shoe

The store and it's marketing is deceitful.

One would assume the sticker shows the original price and the sale tag attached would be discounted from the sticker price. That is not the case, the sticker price already includes the percentage off, leading you to believe you're going to get a better deal than the sticker price.

It's a shady practice. Plenty of other spots to go to.

Disappointed in poor quality. Bought a pair of Soft Mocs that felt like they were custom made for me! The soles started to detach, and one fell off while I was at work. Had to tape it together to get through my day, most inconvenient! Although there was virtually no wear on top, and I had the receipt, the store wouldn't repair or replace them because I had purchased them seven months earlier.

I purchased a pair of Uggs boots online. First they sent the wrong size. Then they sent the correct size but the shipping box was damaged and so was the shoes box itself. The size was not as described. Upon asking for a return, they informed me my return would not be accepted because of the damaged boxes. I should have reported earlier. The delay of a couple of days after delivery is where their problem is as if we all have time to immediately login to customer service to complain.

DO NOT purchase from this company! Their courier delivered to the wrong address…I provide proof … pictures and all and STILL they refused a refund or re ship of the item… so essentially they stole my money lol they did offer a disgusting 10 % off my next purchase … take your discount and shove it

They juste don't care and they just want your money. Good experience in store but not so much with the company. Looks like the store close early every day ( got pics to confirm) but it was my last day to return a Christmas gift that didn't fit but they have my size in store so I wanted to order online, but they were close when I arrived at 5h45, cause I finish at 5h30 so I went the day after explaining the situation, the lady was super nice but when she ask for the code at softmoc canada they refused even explaining the situation. I even called and they completely refused. So I'm gonna make a complaint at the customer protection about the situation cause i was before the closing time that is shown on the internet about that store and I will NEVER by anything from them again.

Its a bad store, they are on there phones in front of us

Unfortunately my package from Softmoc was delivered but stolen.
Checking the tracking number over the week showed the same status as “in Transit”. It never said delivered until I inquired about the package which I was then informed had been dropped of at the door and obviously stolen.
I wrote to customer service several times and was merely fed some saccharine human relations management word salad.
After stating that I would be putting this in public review, they offered me a whopping 15% discount if I should ever decide to crawl on back.
Take this review as a warning.

Beware of SoftMoc selling on Amazon for products greatly inflated than on their website. I unknowingly ordered a pair of boots which cost over $140 off of Amazon. Only to find out the seller was SoftMoc. When I went on their website, I found the same boots in my size as well, selling for $85! When I messaged the "seller" on Amazon their reply was Amazon doesnt price match!! I replied, I want to be refunded the difference NOT by Amazon but by my seller, SOFTMOC. What a sleazy, price-grabbing company. BEWARE!