SoftMoc Shoes Reviews

Name: SoftMoc Shoes
Rating: 1.38

1.4 Rating 105 Reviews

9 %

of reviewers recommend SoftMoc Shoes

Company Reviews

Questions

Metrics

1.4

Based on 105 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 35%
Accurate And Undamaged Orders	Greater than 66%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Returns & Refunds
Returns Process	Could Be Better

Visit Website

Write Your review

Tell us how SoftMoc Shoes made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Had bought a pair of Soft Moc’s men’s brown boots, model Sheldon Size 9. Had worn them sparingly, the leather uppers are still great but the rubber sole disintegrated. Worse quality.”

Helpful Report

Posted 3 years ago

“Beware of this awful company. Had an awful in store experience at carlingwood. Associates there avoid customers and i spoke to each of them since they kept walking away to tidy shoes or do nothing instead of helping a customer. Of you ask for a name they let you know they don't give names or wear tags. So we can't even address the associates as human beings. Despite them not having a good price adjustment policy within a few days of purchase I was more appalled by there awful in store service. Especially since it was the store manager I last spoke with who also refused to give a name just that she was the manager. My partner and I left and bought online instead. We contacted customer service to let them know of our experience and ask some follow up questions. Their associate let me know she was an assistant manager and couldn't answer all my questions. She offered a coupon and said she would have her manager contact me by phone. Instead I get a horribly rude email from a male rep stating they answered all my questions and provided a coupon. I tried advising again the rep could not answer all my questions and I would like the coupon honored on my purchase that had not shipped yet. The rep again responded aggressively and rudely stating I could not have the coupon honored on worn products. The item hadn't even shipped yet! I submitted a BBB complaint and shockingly they allowed that same rude rep to aggressively and rudely respond the same way. The BBB agent handling it was also surprised. The resolution asked for was to honor a coupon or call me. Company wouldn't do either. Honestly worst customer service I've ever seen. BBB is more than happy to post the issue and their rude response for all to see. I recommend submitting complaints there to help wake this company up. Also, the CEO is on LinkedIn.”

Helpful Report

Posted 3 years ago

“I bought a pair of moccasins from SoftMoc online and after less than 30 days the lace holding the whole thing together broke. Since I don't consider this to be something that should have happened so soon I attempted to return the product to the store. Although the employee admitted I was within the required time frame I did not have a box and he could not accept it. I would add, that there was no mention of having the original box in the return policy. Although I had returned it in less than 30 days, their are actual online return policy is 75 days. Would one be expected to keep the original box for that length of time? I still have the moccasins after spending an additional amount of money for the new leather laces. They will not get my business in the future.”

Helpful Report

Posted 3 years ago

“Terrible customer service and return policies. In mid December, 2021, I placed an online order, on behalf of my spouse, for a pair of boots, as a Christmas gift, to be picked up in store. I got the boots the next day. My spouse received the boots that day. The boots were the correct size, fit her feet, but were unfortunately very uncomfortable to wear. My spouse elected to continue wearing her old non-waterproof boots, instead of these pooly assembled Softmoc boots. After Christmas, I tried returning the uncomfortable pair of boots to the Ottawa Place d'Orleans store. The store employee took almost 30 minutes in correspondence with virtualbcustomer service, to process my refund. Although the return was for an unused subpar product, with the receipt, withing the allowable return time frame, the return could NOT be allowed without the original box? There was no mention of this box/original packaging requirement within there return policy, on the store receipt or online. I tried calling customer service several times, but kept getting hung up on, with the automated phone system? My 6 year kid was also becoming more and more restless, adding to my stress. In the end, I foolishly elected to take a store gift card, instead of returning home to seek out the stupid box. I figured my spouse would find another more suitable pair of boots from Softmoc. The store rep never told me that the store gift card was non-refundable, if no other store product could be found. Unfortunately, my spouse could NOT find any other boots from Softmoc that she was interested in. Also, the original boot box was found. Upon my return to Place d'Orleans Softmoc, a few days later, I was informed on the non-refundable gift card policy, by the same useless employee, after another lengthy virtual consultation with virtual customer service. My calls to customer, on another phone line than the website, actually quickly led me to a customer service rep, who repeated their inability to refund me the value of the gift card. The manager repeated the same line, like a parrot, hiding behind the inflexible internal policies. Softmoc is by far the worst shoe store I have ever had the displeasure of being associated with. The products are of poor quality. The staff are not very knowledgeable or helpful, and customer service are absolutely pathetic. Please avoid associating with them. If you do anyway, hold on to your receipt AND THE BOX!!!”

Helpful Report

Posted 3 years ago

“Terrible customer service, would save yourself the headache and get your shoes/accessories elsewhere. My partner had ordered me blundstones for Christmas on December 19th 2021, and paid express shipping to receive it on December 24th. The total was $304 with taxes. After checking it day after day I called customer service on January 6th, they said that FedEx had not picked it up yet. So they at least reimbursed by parter 25 % of the total cost and $20 for shipping. So they said that it had a note on it to be shipped quicker so it should be shipped the next day or Monday after the weekend. Still it hadn’t arrived, so I called Tuesday and they apologized and got a different courier(UPS) to deal with it. So I waited all Thursday(13th) for it to arrive and to my luck it never did, but on the tracking page it said delivered. The next morning I called softmoc and they said they needed to start an investigation to see what happened. Weird thing was that it said delivered to a different city 3 hours away. She said it was UPS at fault and it would take another week for us to find out and then I’d have to wait again for shipment. At this point I’m super frustrated and mad and she has no compensation to offer anymore. Just a refund after it gets investigated or wait again for shipment. So I call UPS to try to speed it up. And funny enough the lady on the phone says, softmoc had given them a different box and then gave me the tracking number for a random person’s item. I called softmoc back and the lady kept insisting it was UPS again, taking no accountability for their screw up. Then repeatedly kept trying to cut me off and would not listen. Furthermore, tells me to just wait another week for them to find out with no compensation for time wasted. So, at the end of the day I called back and demanded a refund and fortunately went to a store that did have them in stock. Please don’t waste your time with softmoc because if you do happen to wait or they make a mistake they do not compensate you at all. As well as their customer service skills are extremely lacking.”

Helpful Report

Posted 3 years ago

“Absolute worst staff in the history of the planet. Literally will tell you to get out if you don’t have a mask on and that they don’t take exemptions, they ask for your private medical information, they literally will make a scene in front of everyone, and lie that a different boot is the same as another one. The email blocks complaints and if you call, this evil company offers nothing back other than to basically validate their shitty, discriminatory treatment. I wouldn’t send my worst enemy to buy shoes from them. Absolutely disgusting behaviour, know nothing about the products they have, and have abysmal customer service right from the head office.”

Helpful Report

Posted 3 years ago

“Considering the price point of most of their items their customer service is one one of the worst I’ve dealt with. I placed an online order for a Christmas gift. 2 weeks after my order was due to arrive I checked the tracking. It was only in the “label printed” phase. I contacted customer service and received nothing but excuses and more delays. Another week goes by and I receive a call from a man stating my shoes were in his package and because my personal information was in the box he was able to contact me. I was lucky, he was really nice and offered to drop them off at my house. I contacted customer service again to notify them and honestly they could care less. Very disappointing. The customer service they offer was completely useless.”

Helpful Report

Posted 3 years ago

“softmoc has the worst customer service I have ever dealt with. I bought a pair of slippers for $65. Within three days of wearing them the sewing started coming apart where the soul meets the slipper. I was told by their customer service that I had to pay for their return and then they would decide after that whether I would be entitled to a reimbursement or not. They would not send me a prepaid mailing envelope. Absolutely disgusting that I paid $65 for a pair of slippers that are falling apart. I will not buy from Softmoc again, and I am making sure that everybody I know including all my families and friends about your horrible customer service. And I will post everything that I can online to make sure that not only have you lost me as a customer but you will lose many customers. You would think in this day and age with everyone suffering in their business they’d want to keep their customers happy.”

SoftMoc Shoes 1 star review on 1st December 2021

Helpful Report

Posted 3 years ago

“Sold me defect products TWICE, sent a pair of shoes, one shoe was defective. Returned first pair, they sent me replacements, open box, both shoes where defective in the same way, they refused to send me prepaid shipping labels. Agent hung up on me, with no solution. STAY WELL AWAY FROM THIS COMPANY AND PRODUCTS. Poor quality, poor/no customer support. Read the negative reviews they are all true.”

Helpful Report

Posted 3 years ago

“SoftMoc discriminates nobody should shop there!!! They are awful! I have had many friends go in and they were also discriminated against! I would have ginven them a zero but the lowest is 1!!! I Do Not recommend going to soft Moc”

Helpful Report

Posted 3 years ago

“Terrible customer service. I ordered a pair of moccasins and it’s been over 20 days since they shipped them from a location 2 hours away. They aren’t willing to refund me and I’ll have to do a chargeback. They claim it’s not their problem anymore. I highly encourage others to do a chargeback. Companies like this need to be taught a lesson that they can’t steal from consumers and expect to get away with it.”

Helpful Report

Posted 3 years ago

“SoftMoc hires the cheapest courier companies. I ordered a pair of shoes Friday morning 4:30am at work, the order quotted Monday shipped, so I placed being someone from my household would be home Monday, and I get home from work (split) to an email saying it was shipped and a missing package! delivery date of said item is dated 3 days after actual drop off, and the updates are not accurate, Item was stolen and SoftMoc offers 15% off 😂😂”

SoftMoc Shoes 1 star review on 9th October 2021

Helpful Report

Posted 3 years ago

“BUYERS BEWARE. No refund issued for supposedly half price merchandise. Please read the very small print!”

Helpful Report

Posted 3 years ago

“I ordered a pair of shoes and received an email to come and pick up but when I arrived the order was refunded without my request. The store refunded the money and I reordered my shoes after that. As of today, I come to the store three times and get my shoes but there was another problem when I buy three different pairs with the price tags as $9.96 each and the store did not honor that price.”

Helpful Report

Posted 3 years ago

“Their new policy of not able to do price adjustment after March 2021 is ridiculous. I just don't understand the logic of not able to do price adjustment during the first 30day period. If you are able to bring the shoes to return and exchange in the first 30 day period, then why we need to bother to bring in the shoes to "refund" and then repurchased a new pair at the discounted rate? Especially now, after the whole pandemic, why would they want to promote people to return the shoes that they bought just for the sake of price adjustment???”

Helpful Report

Posted 3 years ago

“I have purchased a pair of sneakers at soft moc West Vancouver, Park Royal South. I tried it at the store it seemed to fit although a bit loose. later at home I tried it again, but it felt much bigger than it appeared at the store. I went back to the store to exchange it with a pair of smaller shoes, the same brand and model. I could not believe how rude and unprofessional were those 2 girls at the customer service from the moment I arrived. their excuse was they cant resell the shoes while it was used. & said if I dont leave within 3 seconds she will call the security. the shoes were never used. I have them & want to show them to someone responsible at the company to see the false accusation & I would appreciate if the owner of the store have a look at the footing of store camera from sometime between 3:00 to 4:30 pm on July the 15th to see for themselves how those girls were performing their job.”

Helpful Report

Posted 3 years ago

“I went today to buy a pair of shoes with my friends and they had terrible service it took 30 minutes for them to wait on us and took another 15 minutes for them to get our size shoe!!!! VERY DISAPPOINTED!!!!!”

Helpful Report

Posted 3 years ago

“If I could give them less than 1 star I would. Their customer service is appalling. Been waiting a month for them to ship shoes out. The customer service rep told me ‘you’ll just have to wait’ total BS. They have accepted money and not sent a product, no email stating they are working on it. Nothing. Service is slow and rude”

Helpful Report

Posted 3 years ago

“worst customer service. I returned my order +2 weeks ago, I only got update by contacting the customer service like 3 times asking why I wouldn't got any update, not even that they got the return right, nor when I'll get the refund. They keep being sorry but in the meantime I still have absolutely no idea when i'll hear from them nor get my money back. I understand pandemic slows everything down but hey, it's been more than a year now and every other websites have it figured out by now and make it work. Pandemic is not the excuse to everything.”

Helpful Report

Posted 3 years ago

“Terrible customer service and return fees. Still waiting for a refund and a reply one month later.”

Helpful Report

Posted 3 years ago

SoftMoc Shoes is rated 1.4 based on 105 reviews