SoftMoc

Terrible experience picking up an online order today. I ordered 5 items online for Christmas gifts. Walked up to the counter and none of the 4 girls working up there looked up and asked if they could help for probably a full 2 minutes. Once they finally asked I told them I'm here for an order I made online. They asked for my name and started looking for the items. I could see my name on two shoe boxes in the giant toppling over pile of items behind them... absolutely no organization - boxes were falling off the pile, my two items that I could see right off the bat were not grouped together and many items didn't appear to have any name tag on them.They ask what brand of shoe I'm picking up and I tell them I ordered 5 items all different brands. They find the two items I could also see and give me my receipt and try to send me on my way... I remind them I ordered 5 items. They all just blankly stare at eachother and at the pile and don't seem to have any interest in looking for the other 3 items?? Keep in mind there at 4 girls working up there and only 1 other customer to help who is also picking up an online order.After an awkward pause they start to shuffle around and look through the pile again.. boxes are literally toppling over while they do it and they find 2 more of my items. Then they TRY TO SEND ME ON MY WAY AGAIN!? I have to remind them for a third time I ordered 5 ITEMS!! They all act confused and one girl actually comes around the desk to count the items I have in my bag....It is just unbelievable that it took 4 staff members over 20 mins to get my order for me. The lack of organization and efficiency was ridiculous. How hard would it be to keep items from the same order together for easy pickup!?!?! Will not be placing an online order with them again.

Zero stars, tried to return an item in January, that was purchased for Christmas and was told we could only gt a store credit because thir Christmas return policy is January 2. We had covid and were unable to return our item but the store still refused to give us our money back, only a store credit. I guess they would prefer us to come in with an illness and infect their staff and customers rather than return our money. What has happened to customer service?

While the young woman who helped us earlier today was very helpful and friendly, we needed to think on our purchase of a pair of steel toe workboots. When we returned an hour later there were two employees in the store. My husband was holding a shoe facing the counter, and was fully ignored. Another customer walked in and they were asked straight away if they needed help. We were continually ignored. So we left without making our $250 purchase.Experiences like this make clear why more people shop online rather than in a store, where customer service skills are severely lacking. Please train your staff better.

We had a mixed experience. On one hand, we got great shoes ladies and men's. On the other hand,the policies put a sting to a wonderful experience.When I could not find my University Alumni card to get an additional 10% off, I was told that I would have to bring the UVIC Alumni card after I can find it and the shoes back in a box to get the 10% refund. When I said why can't I bring back the box with the bar code without the shoes, the young woman serving me said that it is part of the protocol to bring the shoes back too.It does not make any sense since I have already paid for the shoes. Why not bring just the box with the bar code?

Sales reps were on their phones instead of helping customers. The store was an absolute disaster. When I did get help they gave me the wrong shoes three times!

Awful experience. Staff looked bored; not friendly. I would not spend my money there.

went into the store a cpl times since January to get help returning/exchanging my blundstones (270$) 3 staff and only 1 on the floor working, with a dozen people in the store?? really??. so i left all 4 times. then i tried calling.and asking when is the least busy time or day. and the Lovely girl on the phone was kind. but whoever she was asking about a least busy day was so rude. so that at least made it easy to decide to NOT go to this location again. and I wldnt recommend them.

I can not remember ever having received such bad service as I did today at the SoftMoc store in Mayfair Mall. I tried to exchange slippers which my husband had purchased 3 months previously because the stitching was coming undone on both slippers and they could no longer be worn. Even though the product was obviously defective and they had another pair in the back, they would not give me replacement slippers. The clerk helping me said this was because we had purchased using cash and no longer had the receipt. I could possibly understand this if the product was a brand sold in many stores but this was a SoftMoc brand. The manager refused to come out to the sales floor and talk to me. I left the useless slippers on the counter and left the store empty handed. Obviously, I will not shop at SoftMoc in the future.

Really poor experience here today. Stood for about 20 minutes just trying to get a size of a sneaker. I eventually went up to the counter where 3 staff members were huddled behind making sure not to make eye contact with anyone. The girl who spoke to me refused to actually move from behind the counter and had me going back and forth bringing her display shoes to scan and check for sizes. Can’t really see any reason at all to return to this location. There apparently wasn’t any sizes in stock besides the display shoe in any of the items I was interested in. I think the staff member just didn’t want to go to the back and actually grab sizes. They showed size availability online. Yuu

I went at 11am on a Saturday and there were only 2 staff members on the floor, one was their first day I believe, so with training it was really only one staff member. They seemed a bit overwhelmed with training and not very keen on helping customers (I had to approach counter each time to get sizes or different colors of $200 shoes I wanted to purchase). To be generous, I would like to think the poor customer service was due to understaffing. The trainee was friendly as we finally completed the sale.