Name: SoftMoc Shoes
Rating: 1.32

“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 3 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 3 years ago

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

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Posted 3 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 3 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.”

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Posted 3 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 3 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 3 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!!!”

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Posted 3 years ago

“I purchased boots from SoftMoc via Amazon, I had them for less than a year and actually wore them for 6 months or so. Two holes appeared on the sole therefore resulting in water/cold penetration rendering the shoes unusable. I exercised the warranty with the year required to do so, as per SoftMoc’s warranty: “SoftMoc offers a 1 Year Reasonable Wear Guarantee on all products we carry. Our Guarantee refers to manufacturing defects in workmanship and materials and does not include general wear and tear, unintentional damage or the natural breakdown of colors and materials over extended time and use. If you are concerned you are experiencing a manufacturing defect, SoftMoc welcomes you to bring your product, along with valid proof of purchase to your nearest SoftMoc Retail location for inspection from our highly trained staff members. If SoftMoc confirms a defect within the original refund period, we will gladly provide a full refund or a product replacement. If SoftMoc confirms a defect outside of the initial refund period but within the one year warranty, we will provide store credit in the form of a gift card or a product replacement pending available inventory. Should you require any further information or assistance, please contact our customer care team.” https://www.softmoc.com/ca/customerservice.aspx. Despite the supply of the proof of purchase, the eloquent pictures of the holes and the exercise of the warranty within the required timeframe, SoftMoc Amazon Customer Service rejected my claim first stating that they “do not have a warranty on this product seeing it is from almost a year to date” and when reminded of their warranty obligations, stating that the warranty only applies to SoftMoc products specifically and not to all brands (contrary to their warranty). Neither of these answers are supported in fact or in law and SoftMoc’s failure to honor its warranty constitutes a breach of its contractual representations but also of its statutory obligations which include without limitation, Articles 41 and 43 of the Consumer Protection Act, R.S.Q. c. P-40.1. Unfortunately, they leave me no choice but to resolve this via the Small Claims Court : luckily, I know my way around the law, if you don’t, steer clear from them.”

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Posted 3 years ago

“No gift receipt despite a request for one. So gave original receipt to my son as the product was not exactly what he had been wanting. He was denied return or exchange for another product and was told he could only get a different size of the same product. During this interaction, he was dismissed by the associate to help another customer while he waited 15 minutes to finish a conversation that did not resolve the issue.”

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Posted 3 years ago

“No gift receipt despite a request for one. So gave original receipt to my son as the product was not exactly what he had been wanting. He was denied return or exchange for another product and was told he could only get a different size of the same product. During this interaction, he was dismissed by the associate to help another customer while he waited 15 minutes to finish a conversation that did not resolve the issue.”

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Posted 3 years ago

“After completing my online purchase for a pair of Black Women TIMBERLAND Kinsley winter boots. Softmoc purposely cancelled my order. It appears that they have a pricing error on their end at check out, but instead of honoring my paid order, and they lied to their customers saying it's out of stock when in fact it was in stock when i first ordered it. I wont be surprise this same boots would be back on their site within a few days.”

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Posted 3 years ago

“Ordered boots on line. Sent me the wrong shoes. Customer service took 7 days to answer my email. I also called and said they would call back and never did. Ended up ordering the correct shoes separately. Then my sister tried to order on line for a present using her USA cc and wont it accept it! Worse experience on line.”

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Posted 3 years ago

“Poor quality, faulty products. Poor service. A product I ordered online ripped completely apart after less than two weeks minimal wear, only around the house. I contacted them to let them know - return policy requires a physical inspection. They wanted me to go into a store (during a COVID lockdown), or find a way to print online receipt, buy packaging and ship it to them on the other side of the country. The only compensation they are offering (if they deem the product to be faulty) is a gift card. I have also read elsewhere online that once you send to them, they don't give you the refund anyway. Customer service extremely unhelpful. I am concerned about my health going into one of their stores at this time, so will not bother to return ad wear the cost of dealing with them. Just be warned before buying anything from them, particularly their house brand.”

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Posted 3 years ago

“Horrible dealing with their so called customer service.Should be Customer Dis-service.Constantly tried to talk over me,Been trying to get my refund for over two weeks now.Never,ever will I deal with Soft Moc again.Too bad there wasn't a rating for no stars.”

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Posted 3 years ago

“Terrible customer service. Refund was not processed on the time. The Customer service manager Rob H. was very unprofessional where he does not allow me to talk. He sounded very frustrated, seems like he took his frustration out on me. Pathetic , not dealing with them again. He was interrupting me all the time as I was about to talk . Be a good listener That is how the customer service experience is !! Never ever dealing with them again. I wonder how is the Manager of customer Service. He himself needs the skillset to develop. 0/10. Terrible services.”

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Posted 3 years ago

“Worst customer service. Got moccasins with defective laces. Asked to send me one in the mail. They are not capable of doing this little task. First and last time that I ordered through them.”

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Posted 3 years ago

“Worst customer service I ever experienced! Don't order from them!”

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Posted 3 years ago

“Do Not Order Online!! Winter Boots didn’t fit, I tried to exchange them but they refused and said they had been worn! I took them back exactly How they were sent to me and they refused them. I can’t afford to buy my daughter another pair of winter boots so she’s going to have to go without this winter.”

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Posted 4 years ago

“DO NOT ORDER ANYTHING ONLINE FROM SOFTMOC, horrible "customer service". Their website states they have free shipping. I spent over $300, certainly thought that should qualify for free shipping, but it didn't. When I questioned this, I got some vague response that they had no control over these charges. (??? are they not the owners?? And if BC does not qualify for free shipping, who does? Be transparent!). When I returned 2 out of the 3 items, they deducted the full shipping charges from my refund even though they say any shipping charges are based on a per item basis------so, what is it? Complete falsehoods on their website, much better service with Amazon, never again. J. McHale "Free Shipping SoftMoc is pleased to offer FREE SHIPPING on all eligible orders. Most items ship to most destinations for free! Once you provide your shipping address during the checkout process, SoftMoc will display any shipping charges on the final checkout page. Shipping charges are based on a per-item basis."”

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Posted 4 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Email

SoftMoc Shoes Reviews