SoftMoc.com Reviews

I read the reviews and was a bit scared. I bought my shoes on May 28 and received them on June 1st. Super fast and the shoes are exactly what I was expecting!

Bought a pair of vans skate shoes online at Softmoc. After about 1 month of light use, the soles started coming away from the shoe. As per instructions on their website, I took them to the local store at seven oaks shopping centre in Abbotsford. The store manager rejected the return and said that these shoes are not for everyday use, a claim that is not stated on either the Softmoc website, or on the Vans website. I tried contacting their "customer service" online and they said that it's normal wear and tear. These shoes are 1 month old. This is disgraceful customer support and a shameful management approach.

I love Softmoc weather you go in person or online, it is a great customer experience. Now they even offer payment plan through their website, so that you can pay off with 4 payments which is so great! With my last order I actually had a $40 Reward that I could use toward purchase. They are just awesome.

I was gifted Blundstone boots from SoftMoc in Dec.
Wrong size, so I went to the store in Jan to exchange. Store had no stock in my size. No problem. Here’s where the bad experience starts:
1. That night, the clerk was only able to give a gift card (apparently my wife’s version of our shared credit card was used, which of course, I didn’t have on me).
2. The gift card amount wasn’t in the same amount that the pair of boots cost. (My wife was the original purchaser. She used a $10 (loyalty?) amount given to her for providing the clerk with an email address. This couldn't be refunded. Now I have to bother my wife again when they do come in stock so that I don’t have to spend more money just to get the right size.)
3. Clerk couldn't tell me when they'd be in stock.
4. I asked "can you log my size request, and when the DO come, just sit a pair aside and call me?” No. Apparently – not possible.
5. I was told to "keep checking". Call every local store, every day, since this style sells out almost as fast as they come in.
6. Another alternative given to me by chat agents was to keep checking store stock every day on the web site. Nobody has time to do that.
7. Initially was told stores would get replenished Feb 15th. I called on the 16th, and apparently replenishment happened on Feb 1st and were sold out just as quickly.
8. I tried checking with chat agents multiple times. They can't tell me when a store will get stock.
9. Finally, with customer service center agent on Feb 19, they said "just place it online - we've got your size now". Well - what about shipping? What about that $10 loyalty piece that I now have to bother my wife about? Chat agent couldn't help me out at all.
Overall, this is a HORRIBLE experience. It's 2021. It shouldn't be this hard/this much effort to get another size.
The way I see it:
* supply chain is broken
* demand planning is broken
* return/exchange processes are broken
* customer service is broken
* loyalty program is broken
* brick-and-mortar vs. digital experience is wildly disconnected
I also sent this detailed complaint directly to the CEO and 3 other Sr. level executives who I assume would want to hear about these issues. Not a single response or acknowledgement. I've worked at an executive level for big international corporations before, and at all of them, executives would certainly take action on these types of things (even if they delegated the response to someone else). It's unacceptable.
How can this be fixed so that your customers can achieve what they need quickly, easily, and efficiently, in way that makes sense in 2021?

Hello,
I recently visited the Richmond Mall location in BC, and had the pleasure of receiving exceptional service from Mercedez.
She goes above and beyond in meeting the needs of all her customers, using a calm and centred approach in addressing the needs of her clients!
Thank you!

Yes, They are bad. They will charge you for Express shipping and deliver 10 days later..... I tried contacting them and they do not refund shipping cost. Yes... you are paying extra for nothing. Will not recommend.

I ordered a pair Of boots and accidentally put the wrong email address in. When I did not receive a confirmation but saw the charge went through on my visa I contacted customer service. They told me no order went through in my nameAnd that the visa charge was just pending and it would be reversed. It was not reversed and the boots showed up. However due to the difficulties ordering I had already purchased the boots from another company. When I contacted Soft Moc with my situation they said I could return the boots but I would have to pay for the shipping. Given the circumstances I thought this was a ridiculous option. This back-and-forth of emails took about a week and offered limited information each time. I will never again order from Soft Moc.

Ordered a gift 1 month before Christmas and they lost it in the warehouse and continued to lie about it into the New Year. Obviously never got it. Customer service was the worst I’ve ever experienced and the associates on the phone and also the ones handling emails shouldn’t have a job. Never order from SoftMoc.

Received a pair of Sketchers as a Christmas gift. The shoes were purchased on Nov. 20, 2020 (via Amazon) and received on Dec. 25, 2020. Received size 8 need an 8.5. Return/Exchange refused as past the return window. POOR CUSTOMER SERVICE. BUYER BE WARE.

I bought a pair of faux leather boots. While walking dogs I went through some water on the road. My feet were suddenly wet. They leak at the sole edge! I went back to the store and was told "yeah, they are fabric. They aren't waterproof". Boots? I won't be back.

We saw the boots my daughter wanted at the Deerfoot Meadows store but they didn't have her size. They then sent us across the city but when we arrived they didn't have the size either but kept saying it's ok if this isn't the right size because the lengths are the same. This size is just really wide to which I replied,...I wanted this size because my daughter has a narrow foot. They said we could order them online from the store so we did that and now it has been two weeks and no boots. I really wish I had read all these bad reviews first. ughhh.

Ordered burgundy combat boots by Steve Madden and I was so excited to receive them....they never showed after 3weeks of waiting! Delivery was local. SoftMoc customer service did absolutely NOTHING re my bad experience ordering online....and just offered a refund ????