SoftMoc Shoes Reviews 309

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!

My young teenage son bought me a pair of boots for Christmas 2020. 1 Size too small. Provincial wide lockdown for COVID19 took place, then extended, then within our Northern City, was extended a third time, all non essential retail closed. Finally drove 1.5 hrs to return them to be told, sorry your return period to have your money returned to you expired during the lockdown, its unfortunate but we will give you a gift card, to spend in one of our stores. Great to see how Softmoc supports their consumers. Wont be making anymore purchases during any holiday season again from Softmoc.

I bought a pair of shoes at Metrotown Softmoc last night. I went back to exchange for a smaller size today and was refused. I was explaining the reason that I wore the shoes for several minutes when I was stepping from my garage to my home, and I felt I need a smaller size. They refused to do free size exchange because they said my shoes have been worn, even it’s just one minute. Even if I return with the receipt and box and even the shoe tag, they refuse to exchange. I was shocked by their impoliteness and will never buy anything from this brand any more.

Yes, They are bad. They will charge you for Express shipping and deliver 10 days later..... I tried contacting them and they do not refund shipping cost. Yes... you are paying extra for nothing. Will not recommend.

I feel ashamed it is a Canadian company.
First time experience and never going to buy there again and telling everyone not to go either.
Bought online and return deadline for exchange was January 2nd, 2021. Lockdown was December 16, 2020 and they will not refund after lift of the lockdown February 16,2021 because it was an online purchase and I should have sent it back by email. Really? Nowhere on the packaging slip does it say that return in store are not accepted should store close (Covid started in March and by end 2020, they claim that it has not been updated: well then honor your client and issue refund! After a while, they said they would make an exception and give a gift card. As if they are doing me a favor? I did nothing wrong, I was still in time for return if it was not for Covid. No other store has refused refund using the pretext that you could have return via post (and as other mention they want you to pay for return postage)
Please go somewhere else and spare yourself the headache!

Best customer ever. I ordered the wrong size by mail and had to do a return and reorder. They paid for shipping and were extremely helpful. After being screwed on several shoe orders from other companies I was reluctant to try again but Softmoc are now my first look for online shoes.

Ordered online for curbside pickup, after a week called store to see if ready as tracking the package showed it had been at the store for 5 days ready to be picked up, no answer at store. Called 1-800 number and very nice lady told me no clue why they didn’t send me an email to pick up my order, 5 mins later got an email my order was ready for pick up! Went to the store next day and they were closed! Called 1-800 again and they said oh they’re closed on the weekend. I said would be nice to say on their email when they are open during covid for pick up. So now it will be 2 weeks to get a curbside pickup, Amazon would have been 2 days. Try to shop Canadian stores but I guess they don’t care about service.