SoftMoc

Sales lady has no idea what shes talking about
Apr 30th, 2023

The worst customer service ever. I was there a few weeks ago when their system shut down. I had already paid for my shoes and the receipt didnt come out as their system shut down in that moment. I used my Apple Pay so it showed the exact amount came out I showed them that as proof but would not give me my purchase. They told me since no receipt came out there is no proof I paid for it even tho I opened my bank account. They told me to come back the next day or wait till they call me back. Keep in mind I was in a rush. I later called customer service to complain and helped me to give authorization to take my purchase. Overall the manager was so rude about it, so unprofessional and didnt care about customer satisfaction. She didnt even try to call customer service to proof my purchase so I can walk out.
Mar 6th, 2023

The store was very well organized. I dealt with Meaghan the store associate. She was very pleasant and knowledgeable. It is always nice to shop where people take the time to serve their customers without rushing them. I made my purchase at Oakville Place. I love SoftMoc they always have what I am looking for and their prices are reasonable.
Dec 16th, 2022

Needed to exchange a pair of slippers for a size bigger. Purchased yesterday evening, so not even 24 hours has passed. Was told we have the wrong receipt so we couldn't exchange them. Sorry, nothing we can do. I wasn't leaving without the exchange, so the manager was called. She said the same thing. Thing is, that was the only receipt we were given. Manager was so rude, accused us of being rude and threatened to not serve us. I finally called customer service while standing in the store. Priya in customer service was so very helpful and stayed on the phone through the exchange process. Obviously the exchange could be done, so why staff said they could do nothing is beyond me. As said in other reviews, this manager is rude and very condescending, I'm not sure why she is still running a store. As we were leaving, she tried to tell me what I should do the next time I shopped there. I looked back and said there would never be a next time. What happened to a customer always being right? What if I lost the receipt I was given? They remembered us, we just wanted a bigger size, I really can't see why there was any kind of issue. We witnessed the manager's rude and condescending behavior towards another customer yesterday evening, so again, I'm not sure why she is still employed by Softmoc. I do not advise shopping at this store at all.
Feb 10th, 2023

I am writing regarding a negative experience I had at the Oakville Place location today. I had previously purchased a pair of boots for my son last week at the Mapleview location.I noticed online that the boots I purchased were on sale. I reviewed the Soft Moc Price Adjustment Policy (available on their website) and determined I met the criteria: I had purchased the boots in the last 30 days, had my receipt, and the previously purchased item was still available in the specific colour and size. I went to the Oakville Place location to obtain my adjustment as I was in Oakville for the day. The cashier asked if I have the box and boots with me. I told her I did not, but that I have both at home. She then tells me that the boots must be unworn, in the original box to obtain a price adjustment. I informed her this is not stated in their online policy. She told me there was nothing she can do; I then asked to speak with a manager. The manager came out, clearly not happy. She did not say hello, did not introduce herself and did not ask what my issue/concern was. She stood there glaring at me, not saying a word, presumably waiting for me to speak. I attempted to explain my concern but she was extremely rude and demeaning, would not let me speak, and was literally yelling at me in front of a store full of customers. She told me the reason they need the boots and box was because a customer might try to get a price adjustment on an item they have already returned (dont most stores indicate on the receipt when an item has been returned?). I told her I have no problem coming back with the boots and box to verify I still have the item, but the boots are worn. She told me they must be unworn because I would be returning/repurchasing the item and as per their return policy, an item must be unworn to be returned. I asked her why does it matter if the boots are worn or not, the store is not actually taking them back - I would be bringing home the exact same pair of worn boots that I brought in! I also tried to show her this is not stated in the online policy, but she cut me off mid-sentence telling me to call customer service. I realized I did not get the managers name so I went back into the store asked the cashier for the name. She told me she did not think they could give out their names, but she would ask her manager. I found this odd I understand not sharing your last name, but I have worked in retail management and have certainly given out my first name when a customer asked. Of course, the manager declined to give her name and did not even come out this time she sent the cashier back to tell me. I called customer service and shared what happened. I will say the person I spoke with was kind and very apologetic for the abysmal behaviour of the manager. When asked about their price adjustment policy, customer service told me the same thing you have to bring in the unworn item in the original box to receive the adjustment. I asked why this is not stated in their online policy she could not provide me with an answer. Instead, she took the details of my complaint and my contact information, told me my concern will be escalated, and a manager will contact me via phone or email. I will update this review when/if I am contacted by customer service management with the outcome/resolution of my complaint. I will finish by saying when I read other reviews for this location it seems that MANY people have had similar negative experiences with this manager. Numerous reviews say she is unprofessional, rude, loud, and condescending. She refuses to give her name when asked (possibly because she receives so many complaints?), and I even read a review where she yelled at a customer, refused to help her and then hung up on her! I have worked in retail management in the past and currently work in healthcare, and it is unacceptable to behave this way towards others. She certainly should not be in a client-facing job. The fact that she is still the manager after an abundance of complaints against her is beyond my comprehension.
Dec 13th, 2022