SoftMoc

I am super impressed with the help of Mercedes in this store. She deserves a 5 star award.

Went to the store looking for a pair of boots and was helped by Mercedes who I found to be very polite, helpful, friendly and very pleasant to deal with. She made me feel very valued as a customer. Thank you so much Mercedes and keep up the good work.
Top notch service!

If I could give 0 star I’d give. As a businessman, one small advice to the owner, don’t let people work in your business who can’t smile and willing to serve people. December 2,2023 3: 00pm shift. Weird cashier woman. You had to retire 100 years ago.

They are always not accepting refunds at the last hour, or come up with whatever excuse to not do refunds. They should write on the receipt that they don’t do refunds at this location so you don’t waste your time.

The staff was very nice and helpful, they provided me with great information that helped me find what I was looking for at a good price despite the store being busy with christmas time coming up. Will be back for my next shoe purchase for sure.

Thank-you to Mercedes for the excellent service. I'm very happy with the in expected purchase and will continue to use this location. Thank-you again Mercedes.

Mercedes has wonderful customer service! And I bought the last pair of uggs thanks to her!

This location is AMAZING! Mercedes went above and beyond with her customer service! She got me my handbag I wanted as another store wouldn’t answer the phone! Highly recommend the Richmond location! Thank you so much!

I had a great time shopping. Fantastic service. Very good selection of shoes over there. Recommended.

Mercedes is a very helpful associate with all my purchases and the best service ever i experience. I really wanted to thank you her for all the good work she had provided while I was buying my shoes

The staff is always helpful and friendly. This location is always extremely busy, and the staff is always helping multiple customers at once and trying their best to serve everyone, as customers we just need to have some patience. I was there the other day when the customer was verbally abusing all the staff that day
regarding the converse shoe. The staff member told her really nicely that the size 7 in the box were two
different sizes and that someone sold the opposite sizes so they did not have the full pair of the size 7.
The staff did tell the customer they can order another pair or check another store for her. The customer
then proceeded yelling at all the staff saying " thats not my problem figure it out. " Everyone that witnessed this customers behaviour was appalled at how she was speaking to the staff. As a customer of this store I felt it was nesscary to address this because its not fair for the staff that is always helping multiple customers at once at such a busy location to be treated like this. The staff remained professional and kind from the beginning to the end. I also noticed that this person is getting their community of friends and family to leave false negative reviews. I feel really bad as a customer that I had to witness people treating staff members so poorly. They have the best prices and the best staff. I will be returning again to buy more birkenstocks for the summer!

No one to get help from. Lady literally didnt know what a chuck 70 is. Didnt even know what brand it is. She said they didnt have that brand and I'm like you legit have converse right there.

Mercedes gives amazing customer service! I love going to this location specifically to see her.
She’s helpful and consistently provides thoughtful service! ️

Such a wonderful place to shop at. I don’t know what other people are talking about because when I came the customer service was great! They were very helpful and I got what I needed right away.

Such a good store - the best CS I’ve ever experienced - very accommodating and also very good at helping me with my kids while I had a good experience with my shoe shopping:)

Would not recommend to shop at this location. If you just want to get their shoe I would say to order online and have it shipped to home. Staffs at this location are not helpful, rude and angry.

Mercedez is great! And the shopping experience is the best I have ever seen and feel! Will recommend everybody to come! Please!

I recently had the pleasure of shopping at Softmoc and was assisted by the amazing Mercedes. From the moment I walked in the door, Mercedes made me feel welcome and went above and beyond to help me find the perfect pair of shoes. She was knowledgeable, patient, and truly dedicated to ensuring I left the store satisfied.
I highly recommend visiting Softmoc and requesting assistance from Mercedes. She truly made my shopping experience a delight and I will definitely be returning to the store in the future. Thank you, Mercedes, for your exceptional customer service!

Very good service
I got today uggs boots
That I order 2 weeks ago
Mercedes was excellent

Very happy with the boots we got today, and the customer service from the lady that helped us! She went above and beyond for us, which was unexpected, given the crazy busy time of year. Will definitely be going back!:)

So I bought a gift yesterday at softmoc Richmond and the staff were really friendly and helpful. I would recommend this store. Thanks Mercedez

The worst customer service I have ever experienced shopping at Richmond Centre in my 20 years. Was completely ignored by the employees and was cut in line several times when in line to ask for my size, even though I was right in front of the counter, clearly waiting for service. I will never shop at this location again.

It's always a great experience to come to this store to buy our shoes, Mercedez one of the employees is the best, she is very helpful and nice with everyone at the store and with us too, we always receive an excellent customer service from her and we are satisfied and happy with the prices and the quality of the products, different styles for all of us, our daughter loves to come to this store and say hi to Mercedez too.

Went in today to return an online order. Manager initially didn't want to help me and tried to tell me she needed a paper receipt in order to do the return. I was confused since it was an online order and I had the receipt emailed so I challenged her on this. I provided the invoice that came in the mail as well as stood my ground.

I've worked retail for the vast majority of my life and I know when people are cutting corners and being lazy because they don't wanna deal. She (the manager) did the return presumably after I challenged her and was friendlier after the fact. Think she's overwhelmed and doesn't like her job, I get it and I've been there but if I'm spending money in your store the least you can do is process a simple return.

The female manager pays us 13.85$ hourly below minimum wage. She is racist to every customer that comes in regardless of if you’re asian, first nations, hispanic, black and especially filipino. She has no filter and does the absolute most horrendous things such as spraying customers with disinfectant spray and such more. I do not recommend coming to this store whatsoever and that is coming from and employee who works there, i will be now promoting myself to customer
all the best if you do choose to go there!

I honestly hate to do this but I would give the service here zero stars if I could. The lady that is working there is very disrespectful and very rude. The way she was speaking to me today was absolutely unacceptable and very unprofessional. I came in looking for slippers and left without even trying anything on. If there are few sales being made in this location the lady is the reason why. Better go somewhere else guys!

Worst customer service there is. Sale associates are very ignorant and rude. They give so much attitude and stare you down like you are going to steal something. I asked the associate what her name was and she said we don’t give our names. I wonder why they don’t give there names. She was an Indian lady with blue green eyes and there was also a Caucasian lady with blonde hair who I’m pretty sure was the manager. They are very snappy and extremely rude and have absolutely no customer service. The Indian girl wouldn’t bring my size to me and told me to come to the counter and get it myself while I had my shoes and socks off. I asked if the size I wanted was online because they were out of it. She said you can go online and check yourself. Extremely disgusting behaviour and rude associates. Other customers were also disappointed and saying the associates are rude and they were saying oh my god what service to me. Complete waste of time.

I went there today to bought a pair of shoes, and the clerks was greeting and was able to help me for my request. It was a great and quick experience, and I got what I needed.

Horrible customer service. Other customers were disappointed and unhappy with service while I was there. One employee wouldn’t come out from behind the shield to show a customer where a shoe was and the other employee started to help me and then went to help another girl but wouldn’t grab me the other foot because she said she was helping someone else. I have never been in a shoe store where the employee only helps one customer at a time. I won’t be buying from here again.

We take my 1 year old babe to bought shoes and sales here said let us witting for one minute and we already wait for more than 10mins but the sal choose ignore us and we talk with her and they said let me voice down. And just let us waiting here again.

I went to get a size up of my shoes which i bought the day before. The lady behind the cash register was so rude that she told me i cannot exchange as I dont have the printed receipt. But i have the receipt in my email.one sales associate said that she could print it and i forwarded it to their email and this lady (with braided hair) came and said she cannot make an exchange with the electronic receipt. She was so rude.

Horrible service and rude staff. Had asked for a size and the sales just blatantly ignored me while putting stickers on merchandise at the front. I approached her again and she replied "Wait your turn" and continued at the task at hand. There was no one else in line and the other sales was helping another customer. We won't be returning for the poor service we received.

If there was a zero star option, I would rate my experience that if i could. Very poor customer service especially this tall lady with a bun.was trying on shoes but she was automatically grumpy and it was very evident on her face even with a mask on. She was clearly annoyed. Did not end up enjoying my shopping experience and decided not to go forward with the purchase due to her attitude. DO NOT waste your time shopping here! Do yourselves a favour.

Checking the reviews and they are totally right.worst customer service! Unbelievably rude. Being nice can go a long way.

The tall-ish sales lady was very rude and unwelcoming. There was a pair of shoes I liked but decided to buy them at another store because I'm not giving my business to someone with that big of an attitude.

Went to Richmond Centre branch and was trying on shoes and the lady came up and said not to just throw things around while I was clearly just trying them on and told her I wasn’t throwing shoes around.
Going to this store is horrible and aggravating. Do not ever bother coming in to this store. Go somewhere else until they learn to be nice. What a bad experience! Never again!

Very poor customer service. One sales was busy with a customer, the other one doing nothing saw me and just pretend that she didn’t see me went back to the back chatting and ignore. Will not come back again

Just like what the other reviews said, the older lady was very rude. I went there this afternoon and some of their items were in sale. I was planning to look for sneakers but it’s so unfortunate that she was the only one in the store! The older lady just stood behind the cash register and was very “busy” with cleaning the cash register table for over 10 mins. There were several shoppers in the shop and only one “lucky” shopper was able to get her attention. I was in the store for over 15 mins and was totally ignored. Its neighbor stores even said thank you while I was leaving the store despite I didn’t make any purchase. I spent like 1.5 hours in richmond center and finally, I got my new sneakers from another store which offers no discount but excellent customer service!

The sales associate was trying to help me, but the store was super busy and it was only her working on the sales floor.poor girl she didn't get any help from other staff members. The older lady with the hat came out and was so rude. They were shoes behind the registers and she just kept throwing them out of the box onto the floor. She also kept ordering the sales associate around like how to help clients or search products when the girl already knows how. I can tell the sales associate was really frustrated but she kept it together. The older lady.was just bad.

This location is not deserving of any stars, worst customer service ever! I’ve never experienced in my life such a huge lack of disrespect and unwillingness to help out a customer! They have lost a customer for life.

The manager (?) blond hair lady is the worst retail staff I’ve ever met in my life. There are so many reviews regarding the rudeness of staff working at this branch already, but I’m adding one anyway. I’m not sure the SoftMoc head office cares, hope they do and do some action regarding disrespectful staff.have 3 things to complain.

1. My parents asked for sizes in mm, the staff was very ignoring. As a shoe retail manager, not knowing mm sizes is already unprofessional, but I can still understand that. However, the ATTITUDE is important. She can’t just say ‘I don’t know what’s 265’ aggressively and turn away.

2. When I arrived the store, my parents finished shopping and my husband was trying shoes on. He was going to try one of the shoes on bare foot. In some other stores, it is permitted, but I personally think it’s not okay, so was telling him not to do so. And the same staff above shouted at him ‘You can’t try it on bare foot! ’ And she muttered ‘non of the staff (or customer?) in this store care about the health regulations’ or something. I thought she was another customer in that store due to her ATTITUDE. If it’s your policy not allowing it, you should attach some sign regarding it, or at least you should let customer know nicer. I understand she could shout to stop my husband in hurry. But the second sentence, she can’t say like that in front of the customer. Did she say that in front of us because she thought that we don’t understand English? Because we’re Asian? I can interpret her attitude as RACISM. What do you think?

3. My husband decided not to buy anything in the store because of her. He left the shoes there because he doesn’t remember where they were. And, we were afraid even to TOUCH the shoes because of the staff. (Well, she treated us like a germ) When we were paying for my parents’ shoes, the staff started kicking away the shoes on the floor. She clearly did so to show her ANGER to us. I couldn’t believe how come she act like that. That is a totally ignoring customer. And also, it’s NOT HYGIENIC as well. Trying them on a bare foot is not okay, and kicking and smashing the shoes with her own shoes is okay? Other customers will touch the shoes with their hands.

I didn’t want to bother to speak with her, because clearly she is not a person to listen. I strongly ask to train her again of proper manner to customer. She needs to watch her language and behaviour.

I already sent an email to your customer service and waiting for the reply. I want you to take this seriously.

There was only one staff and as I came in I tried on a couple of shoes and the staff notices and she tells me in a rude manner that I am supposed to wear socks which I responded that I was unaware since no one had told me in the first place. If there were more staff to attend to customers there wouldn’t be this problem. So she TOSSES me a sock and goes back to being sweet to the male customer at the register. I then wait at the cashier for 10 minutes to get a size and although she noticed she did not acknowledge me. Because of that I had left because this establishment was rude and did not seem to care for their customers. Don’t think I’ll visit this location again. I had just seen the other reviews and yes it was the older lady with the black hat who was rude. I never write reviews on stores in a mall, but this lady was very off putting. Based on the consistent negative reviews I don’t think headquarters has taken any action to resolve these issues. So definitely check out other soft moc locations to avoid encountering “this” unprofessional staff.

Super rude older lady. I left frustrated and aggravated because she refused to answer my questions.just giving me the same answer over and over like a child. As I left she commented rude remarks. I'll never shop there. EVER! I'm so offended.

Same experience with the others. The lady in softmoc richmond center wearing hat was very rude. Came in the store twice, i feel so bad with how she acted.she supposed to be helping customers looking for a shoe size, but wow really rude. So i left the store.

The older Lady at this store is the rudest I've seen yet in Retail.

We patiently and painfully waited for her to finish Arguing with another customer about a pair of rain boots. The customer asked if there was different size? The employee told her no thats all and they will not work for ur child. Then told her that the only way she will sell the boots to her is if her son was here to try it first. I was annoyed at this point. While she knew we were waiting she decided to spend some time organizing her backend stockroom with a store fairly full (at least 4 or 5 other customers). Finally she came out after 5min.my Wife proceeds to ask a simple question. "Do you have this boot in size 11? " the Employee lady immediately tells me wife those boots are for babies. My wife and I were previously in that store with our daughter who tried on and loved those boots (my daughter is 6years old). Only my wife and I came back 3 days later (today). When my wife responded and said "Yes i understand but do you have size 11" the Lady continued to say they are for babies (which obviously they are not if my 6year old daughter tried them on). My wife tried to explain that she wnted to see a bigger size this lady refused to help her.and told us no repeadly that they are for babies and she would not sell them to us.

This happened on September 8th 2021 approximately 13: 00.

My opinion, this lady employee was extremely rude and just wanted the customers to leave. Its unfortunate. I do not recommend this store.and I hope the regional manager or head office sees the large amount of bad reviews I see here as well and does something about it.

We decided to order the boots (which do have size 11) directly from the Manufacture instead of buying right there at the store. (same price)

I went in to order shoes and the lady helping me out (Mercedez) was extremely helpful! She was super patient and very determined to help me find the shoes I needed. Even though the pair I was looking for was out of stock, I got them ordered online and delivered with express shipping. Overall fantastic customer service and friendly staff: D

The worst customer service experience I ever had. My experience was similar to the other horrible reviews about this location. The older blonde lady wearing all black with the magician-like hat was very unhelpful and rude to my friend and I. When we were about to leave the store, we heard her say some rude things about us. If you are planning to ever shop at Softmoc, I suggest that you go to another location where you can receive good customer service.

I have the same exact experience with the people who reviewed 1 star. They don't even deserve to have a star. The Richmond Centre, Richmond BC store is the home of rudest staff ever. I used to work in retail so I make sure that when I talk to staff, I am extra polite.

I was lined up outside with 2 sets of people in front of me but thought it would take longer to get inside. So I patiently waited for a staff to come near and asked if I should still be lining up just to pick up my order. Soon as I said, "excuse me" to catch the staff with the hat, she cut me off and told me there is a line up. I stayed calm. Then I asked another one who is almost upset by just calling her and again I was snapped out and told that I need to be in the line "regardless".

Finally, I got to go inside and pickup my order and was assisted by the snappy staff. I showed her the email I got but unfortunately she wanted to see a picture ID for a $20 shoes. I did not have my ID that time. I wasn't aware that I need to show an ID. The snappy staff told me that ID is required, "no exceptions". Then I was trying to find a digital ID on my phone but can't find one when the snappy staff asked me to step aside. I finally gave up on finding a digital ID so I decided to cancel the order. So I asked the lady with the hat because she is not doing anything at that time if I can cancel in store. Of course she cut me again and told to wait for my turn. That I should stay behind the customer being served. So I told her I was there before that customer. Then she said, we still need your ID to cancel. No flexibility with this store. I am glad I didn't ask to speak with the manager as I read from other reviews that they are rude too! Why is Softmoc Canada not doing anything to the people in that store? Someone should report the reviews they got to the higher ups.

The worst experience of customer service.
We have been waiting for almost an hour to just enter the store.
In the store there were only 2 customers.
Staff even didn’t explain about their policy to us at all

Never go to the Richmond Centre location unless you want to experience the worse retail service imaginable! The woman serving us was rude to the point of irritation. I brought my own Birkentsock's that I had purchased from the Metrotown store a month ago and asked for a similar pair. She said they do not carry that style, didn't want to check the computer, didn't want to offer an alternate solution or recommendation.

I then asked for men's sizes for my dad who was with me. She seemed to be in a hurry, wouldn't let me finish my sentences, and was rushing me through the process. The men's sandal sizes were to large so I asked to try on a larger women's shoe size. She refused, said a man's foot is different from a women's, and it was not possible for a man to try on a women's shoe. I then told her that I will pay for the women's shoe so that my dad could try it on. At that point, she refused to serve us and called the male sales clerk to attend to us.

The male clerk was about to echo the female clerk's sentiment about a man trying on a women's shoe size when I cut him off, told him the shoe was for me and he should bring the size I was asking for. He repeated that they did not carry that style. I pressed him to check if another Softmoc location might have it. Instead of checking another location, he went to Softmoc.com and said they did not carry the style. At this point, my dad and I were sufficiently irritated with the substandard, incompetent, offensive, gender-biased treatment we received and we exited the store.

I phoned the Metrotown location. Saqib (he/him) answered the phone and was happy to help me. He looked up the sandal based on my description, told me the Metrotown had only a size 38, but Park Royal, Guildford and Coquitlam had both 38 and 39. He also said I could order online and have it delivered to my home or to any location, and there was no problem returning it if the size was not correct. He went further to give me the Item Number so I could find it more easily online. Now that is customer service!

Each visit to the Richmond Centre Softmoc has been a horrible experience. Today was my final visit. From this point forward, my family, friends and I will NEVER shop at the Richmond Centre Softmoc again. The Metrotown location is an infinitely better shopping experience.

The customer service from the older white lady makes you want to leave before you ever even look at the shoes

Worst service ever store says capacity 10 ppl during covid they have 5 people In store have a line up for no reason the manager is one of the rudest people I have dealt with I went for a size change ended up just getting my money back will never give a dollar to a store with people who have no sense on how to talk to customers don't go here and spend money

The staff was more concerned with their personal lives than a customer standing in front of them. I stood in front of them for a solid couple minutes holding one shoe. There was a trainee standing next to the two seasoned employees who hesitantly wanted to help. Finally, I was assisted. They didn't have my size so I asked to have it shipped. I left without being given an ETA. A month later, the shoes finally arrived. The silver lining is that their online customer service is helpful. The store needs some serious review from upper management from the looks of my experience and the other reviews below.

Takes forever to get staff attention, they kept ignoring customers who needs help for the shoes sizes. And the staff are painfully slow. Going as far as standing around chatting while holding the shoes that you’re waiting to try on. Very unprofessional.