SoftMoc Shoes Reviews

Name: SoftMoc Shoes
Rating: 1.38

1.4 Rating 105 Reviews

9 %

of reviewers recommend SoftMoc Shoes

Company Reviews

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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

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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

“Worst customer service ever!”

Helpful Report

Posted 3 years ago

“Soft Moc took another label which indicates size 6.5 and covered over the actual size on the box, which is a 7. KIND OF DISHONEST! I would not ordered on line from this company ever again!! If I wanted a size 7, that's what I would have ordered in the first place. Do they do this with teenagers who want a shoe so bad, they change the size hoping they'll keep them?”

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Posted 3 years ago

“I will never order from SoftMoc again. Their store inventory isn’t updated online or in the store. I even went as far as calling the store that I was going to pick up my shoes to make sure they were in stock before I ordered them snd she said they have them and they would set up my pick up time as soon as I submitted the order. I never heard back from them at all. I called the store the following day and she said that they have to be shipped in from another store and she conveniently forgot the conversation when I called to check the stock. I asked if I could pick them up at the other store because they never got them in their delivery today and she said they don’t ship on weekends so they won’t come in until next week sometime. She we gave me the customer service phone number because she couldn’t change the pick up. I called customer service and they were of NO help. He said the shipping label had already been processed so even though they are sitting in the store that I would gladly go to pick them up he said they can’t change the order because the shipping label was processed and he also said they don’t ship on weekends so it will not even be shipped until next week sometime. I will never order from SoftMoc again and especially when I can get the same product for pick up on the same day elsewhere.”

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Posted 3 years ago

“After only one month of wearing my soft moc slippers, the right slipper lost a lot of the fur. I only wore them indoors very minimally.”

SoftMoc Shoes 1 star review on 27th May 2021

Helpful Report

Posted 3 years ago

“Make sure when you use softmoc reward points that you choose your shoes carefully. If you buy multiple pairs of shoes on one receipt, softmoc will only apply the discount to one pair and if you decide to return those shoes, the discount goes back into your softmoc account which is fine unless you wanted the discount applied to the other pairs that you bought and kept. Softmoc will not accommodate you unless you bring all the shoes on the receipt back, return them all, and then re-buy them. What a hassle. Very unimpressed, especially during covid when store visits should be minimized.”

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Posted 3 years ago

“If I could give no stars, I would. It has been 5 months of me trying to get a refund on a pair of Hunter Boots that I returned. They repeatedly tell me the refund has been "declined". I call and give my card number again, and still no refund. I will never buy anything from here again, ever.”

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Posted 3 years ago

“I purchased 4 pairs of boots online and only received 2 of them. It has been close to two months and I still cannot get the shoes or the money return!! I will never shop there again!!!”

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Posted 4 years ago

“I bought kirk tn sandals. They have raised "pads" all over the bottom and these actually hurt. I can only hope they flatten out very soon or they will be thrown out. I wear sandals year round and these are undoubtedly the most uncomfortable I have ever owned. Size and width are good. MADE IN CHINA! The lady who wouldn't wear a mask deserves what she gets.”

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Posted 4 years ago

“Went to their Whitby Hopkins Street store and was asked to used sanitizer which I did, walked in the store and then the door greeter followed me and asked me to put on a mask. I explained politely that I have an exemption and they refused me entry and threatened to call the police, told me they didn't want my money. Door greeter yelled across the store to the manager, Michelle, "THIS WOMAN WON'T WEAR A MASK". I chatted on line with their chat bot and got no further. Called another store and was told the same BS about keeping their staff and customers safe blah blah blah. Meanwhile, their door greeter guy stood so close to me I could touch him, his mask kept slipping off his nose and Michelle's mask was so big it looked like a saggy diaper hanging off her face.”

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Posted 4 years ago

“Purchased two pairs of men's slippers at the beginning of December for Christmas presents and neither pair arrived. On investigation I was refunded for one pair and on the other they stated: "SoftMoc cannot accept liability for packages not received due to an address error entered by the purchaser. Due to this, we are unable to provide a replacement or refund for your order. I do not believe the address error was on my part, the address error was made by their shipping department. Will never make another online purchase with Soft Moc. The customer service I have received has been shocking it has taken 3 months for them to come back with this lousy response. Buyers beware!!!!!”

Helpful Report

Posted 4 years ago

“BUYER BEWARE!!! This company advertises a 1 year reasonable wear guarantee. Then they proceed to explain that they don’t cover any wear at all! Under their reasonable wear guarantee, they only cover defects. I have a pair of shoes that are only worn to an office, to sit at desk and the tread is worn right through at just 9 months old. I would consider unreasonable. I have never in my life worn right through a shoe in 9 months.”

SoftMoc Shoes 1 star review on 9th March 2021

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Posted 4 years ago

“websites that list stores as open only to arrive and find out that they are closed, mailbox full on their customer service line, emails to customer service that go unreturned, automated COVID excuses. When will Softmoc come out with the truth and say "hey we simply cannot get our act together and assist our customers. Please shop somewhere else".”

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Posted 4 years ago

“The staff at the Niagara on the Lake Soft Moc store did a great job helping me exchange my slippers I got for Christmas. I did not have the receipt but they traced the purchase back and made my exchange for a different size. Thanks so much. Barb A.”

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Posted 4 years ago

“Purchased a pair of winter boots in spring of 2020. Wore them for the the first time December of 2020 and an eyelet broke off. Since stores were closed due to Covid, I was told to return them via courier to Whitby, ON, they received the boots on January 14th! So now, one month later, and weekly online chats, I still have no idea when or if I will receive my return refund! So disappointing!”

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Posted 4 years ago

“Love the moccasins and the boots! Have bought several!”

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Posted 4 years ago

“So obviously I was extremely concerned and skeptical of the SoftMoc website due to the amount of negative reviews. It was very risky... and I feel really bad for the company. But I purchased brand name shoes online from the site and I had a great experience. My shoes were shipped same day of purchase and arrived in TWO days. Came packaged fine and brand new in box. Again was very skeptical and concerned about the company or shoes being messed up but the price for these brand name shoes and the site and shipping turned out great.”

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Posted 4 years ago

“Firstly I purchased blundstones January 3 received them a few days later and had to return them as they weren’t the right ones. They told me ten days and I would be refunded the 265$. My CC was comprised immediately I contacted soft moc to let them know they said ten days again for my refund, but it may take longer as they are very behind in returns. So your poor choice of laying off too many people that you can’t keep your current few customers satisfied I now have to wait even longer. I called today and they are now telling me it would be 30 days from the date I changed my CC info. Firstly if I only waited 10 days my card wasn’t compromised until after those ten days. Secondly when I called and explained to the unhelpful agent about my situation yes I was angry and I said to her I am sorry I am not angry with you I am angry with your company. She told me calm down it takes 30 days from when your info was changed WTF are they doing. It’s not like these were 30$ shoes. Worst experience ever never am I shopping there again even when they are open. Please shop anywhere else.”

Helpful Report

Posted 4 years ago

“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.”

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Posted 4 years ago

“Terrible! Purchased off Amazon with a 2 day shipping time. It’s been well over a month, I’ve contacted the courier who said they don’t know where the parcel is, yet Softmoc still won’t refund me! Don’t shop here!”

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Posted 4 years ago

“If I could have given them 0 stars I would have. This place is the biggest rip off I have encountered. They advertise free shipping and then when you want to buy an item that is on sale they make up for it by charging exorbitant shipping fees so that you end up paying even more for the shoes. Their customer service is sooooo bad, I tried emailing, calling, chatting and no one returned my call or email. I was finally able to chat today and they were no help at all. If you live near a store it may be ok, but I can tell you, you will end up paying more than full price if you try and purchase something on sale with the shipping. THEY ARE A HUGE RIPOFF!!!”

Helpful Report

Posted 4 years ago

SoftMoc Shoes is rated 1.4 based on 105 reviews