Boy, do I wish I had done more research and read the company reviews (all extremely poor, from different website such as Yelp, Glassdoor, BBG.org, Reviews.io & Trustpilot) before ordering online from SoftMoc. Despite the ongoing pandemic and state of emergency here in Ontario, I have recently had to go back to work out of financial necessity. My new job is in the Hospitality sector, and I am working very long shifts on my feet. I needed to purchase appropriate shoes, and after researching different brands and styles I decided on the Croc Literide Clogs. I compared different prices online via Amazon, Nordstrom, Crocs.com and decided to purchase from Softmoc because I THOUGHT they were a reputable retailer and hey, why not support a Canadian company? That being said, I will NEVER order from SoftMoc again, or set foot in another store. My order was placed around 11pm on January 16th. I selected the in- store pickup option as I needed the shoes before my next shift, and, according to the website, the shoes were in stock at the location closest to me. I received the confirmation email and thought all was well. The next morning, I received 3 consecutive emails- all 1 minute apart. The first one said that the shoes were not in stock and would have to be shipped to the store, and did not give any information regarding shipping times. It did not give an option to cancel or pick up from a different location. The second one said that there was a problem with my billing information and that the order could not be processed until I clicked a link that would presumably take me back to the payment form. The third (received less than a minute after the second) said that my order had been cancelled and gave no other information. Not only could I have just purchased the shoes from ANY other store if they weren't in stock, but I paid for the order via Visa Debit, and the money (70$) had already been taken out of my account. In a time when extra 'spending money' is not something that many people have, it isn't feasible to just make a second purchase while casually waiting for a refund that may or may not come. I called customer service, and was "helped" by a woman (unfortunately I don't remember her name) who (unsurprisingly) could provide little to no insight on the matter. She couldn't tell me what the billing issue was, or why the order had been cancelled. She couldn't tell me how long it would take for the funds to be deposited back into my account, and said it could take up to a month? Having worked in customer service for 10+ years, it is my understanding that debit refunds usually take around 3 days to process, but can take anywhere from 7- 10 days at the longest depending on your bank. Unfortunately, I realize that many merchants don’t have as much motivation to process a refund as they do to process a purchase that will put money in their pockets. That's reality. However, the lack of knowledge or support from SoftMoc's so- called 'support' team is laughable by any standards. I do not know if I will receive the refund, as I've read many similar reviews from people who never did. I hope this review will deter others from making the same mistake. The company PRIDES itself on being "the first Online Shoe Store in Canada, and one of the first in North America", and for offering "a fully transactional eCommerce experience". They also claim to offer "a unified experience" for their online customers. Perhaps the company should focus more on re- evaluting the human aspect of customer service.