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

“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 4 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 4 years ago

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Posted 4 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 4 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 4 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 4 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 4 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 4 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 4 years ago

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

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Posted 4 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.”

Helpful Report

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

“Spoke to Petra Customer Service. Very nice very kind. Wish all company's had same service. Very impressed!”

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Posted 4 years ago

“Medicine Hat location has the most unprofessional staff. They gave less then qualified service, unaware of products that they carry. It took 3 of them half an hour to do 1 clients purchase. Unprofessional clothing worn and personal hygiene questionable!”

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Posted 4 years ago

“Usually I don't do reviews on businesses be it good or bad, but SOFTMOC crossed that line. So, I purchased some items on the 8th and 9th Of April 2020. Please here is the ORDER NUMBERS as follow, ORDER# 5120443 ORDER# 5122307 ORDER# 5122379 After ordering online...These ORDERS were voided right away merchandise by merchandise simply because they are so SUPER INCOMPETENT to update their inventories. Now today is 13th Of April 2020 and I am yet to get my $229.39 right back into my account and which I have been contacting their Customer's service on 18777638662 to no avail. Please note that SOFTMOC will be the first COMPANY I will heard or see get rid of "Customer's Care Services" in the midst of this PANDEMIC going on. What an INCONSIDERATE COMPANY. Like seriously speaking, what Company does that? SOFTMOC I GUESS? Cause I'm a frequent online shopper so I shop from all SOFTMOC COMPETITORS from HIGH to Low cause I have dealt with returns and refunds from various Customer's Care Services during this PANDEMIC and I have never had to go through Hassle's like this. Since I had no clue where my HARD EARNED MONEY went and when exactly I will be getting it back. So, I decided to contact SOFTMOC via their "live chat". chatted with "Agent 22" or whatsoever. He/she said I have to wait for 24- 78hrs to get my money back but when I said to the "Agent 22" that it has been 6 (Six) Holy days now and I'm yet to receive my money into my account. Then He/She switched up the whole thing to 2weeks to a Month. I am like this is just INCOMPETENCE and a SCAM at its finest....So with all the PANDEMIC going on across the WHOLE WORLD where people are getting laid off work just like "SOFTMOC" LAID OFF THEIR "CUSTOMER'S CARE SERVICES" and people SERIOUSLY HAVING HARD TIME PUTTING FOOD ON THEIR TABLE IS WHEN SOFTMOC CHOOSES TO "SCAM AND RIPPED OFF SOMEONE LIKE ME OFF THEIR HARD EARNED MONEY". WHAT A SCAM. Now I simply don't know if I'm going to get my $229.39 back or not due to their INCOMPETENCE, INCONSIDERATE AND THEIR SCAMMING NATURE AS A COMPANY. PLEASE SHOPPERS BE WARNED.”

Helpful Report

Posted 5 years ago

“Don't make the mistake of using old fashion CASH for your purchases at SoftMoc. When you try to take the shoes back, they don't have the money to return to you (even at 3pm on a Saturday). This is not the first time this has happened to me at SoftMoc. They would return my purchase to a bank card, but I didn't have one on me. I phoned the customer service number and the rep was not helpful at all. When I said that when a customer pays with cash they should get cash back, the service rep said that a bank card is cash. The rep said that to get actual cash back, I would have to phone the store and get them to phone me when they have enough money in the register. What a hassle!!!!!!!! This has happened to me twice in the last month at SoftMoc. I feel like they are holding my money hostage. I wonder how many people have ended up just keeping the shoes because they do not have time to deal with the SoftMoc hassle? I will no longer be shopping at SoftMoc!! There are much better shoe companies out there.”

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Posted 5 years ago

“Don't do it. Go anywhere else! I found a pair of boots on store that I needed in a different size, I was happy enough with the assistant managers service at the mall of America store I had her ring up my sale so she could get the commission instead of ordering online myself. Surprised me when the wrong boot arrived. Call customer service wait mostly on hold for almost a half hour and they refused to honor the price the correct boot was to exchange the boots for me. Oh, and lucky for me they were so kind to refund my shipping for their mistake when they normally do not refund shipping?!? Are you kidding, you sent me the incorrect product! Do yourself a favor spend the extra money, save the headache and go anywhere else!”

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Posted 5 years ago

“Terrible customer service, went in to return shoes and the girl returned the wrong pair. After the refund was processed and I noticed the $100 price difference I asked her to return the correct pair. She was unable to do this with her system apparently and I had to repurchase the pair she incorrectly rang in and then proceed with another transaction to refund the pair I was returning. Keep in mind when credit cards are refunded it takes a few days to go back on but the purchase comes off immediately. Spoke with someone who claimed to be the district manager and she advised me she would have to make a phone call and call the store back. This was after half an hour. There were also at least seven people in the store who wanted assistance but the one employee left them all and went in the back to talk to whomever she was speaking with on the phone about her mistake. Will never shop at this store again.”

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Posted 5 years ago

“I ordered a winter boot on sale for my son online and he's all excited to receive it. Bad surprise, I just received an email stating that it is sold out. However, when going on the website, it's still showing the item available and you can order. Either they have the worst online system or something is fishy because it's a 50% off sale. Beware if you promise someone a shoe and you order on this website”

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Posted 5 years ago

“If you could offer a negative review for this place it would be more fitting. Bought boots here for a Xmas gift for my wife they didn’t fit, tried to take them back Boxing Day to the heartland location and didn’t have my card so they wouldn’t allow the return ( are they worried someone might scam them wtf same name same family are you kidding me ) we then left on vacation for New Years and retuned on January 11. We went to return them today to be told we are over the thirty days. Most stores after until the middle of January for returns but not softmoc, I guess there better then most stores in Ontario NOT, we are stuck with a $200 pair of boots and no answer. Phoned there customer service and that had to be the worst experience ever, had this kid by the name Conner which was absolutely a joke asked for him his manager Rob he is just a robot something like a broken record. I can understand why they have such horrible ratings. I WOULD ADVISE EVERYONE TO STEER CLEAR OF ALL SOFT MOC STORES. Let them go bankrupt like every other business that fails to have decent customer service.”

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Posted 5 years ago

SoftMoc Shoes is rated 1.4 based on 105 reviews