SoftMoc

Had a very unpleasant experience here while shopping yesterday. A lot of the workers weren’t friendly. When my mother in law saw a pair of shoes she wanted the price wasn’t honoured on the sticker and she took it to the back room and never gave it back. We asked to speak to manager and even the assistant manager didn’t honour the price and only offered to call customer service.

Experienced very horrible customer service. One man was talking with a young lady forever, although there were many customers needing help. Another woman came out and she said she was available, said Hold on, and disappeared without saying anything. Finally a 3rd lady came out from the back and served me. She had no smiles, no apologies, and looked very unhappy to help me with my questions. I won't be happy with buying shoes at this store.

It took ten minutes to purchase one (1) pair of flip flops. There was no lineup ahead of me, and I had already located the item I wanted to purchase.

I'm giving two stars instead of one because the item I wanted was in stock, and the staff were able to find it for me. But the very basic process of "efficiently processing payment for an item" posed some difficulty.

Terrible service. Tried to return a pair of shoes I had bought two days before only to be told I had worn them outside. They had not been worn outside and had no wear on the bottom. I asked to talk to a manager and was told there was no point as they wouldn’t be able to be returned. I was told to call customer service who then told me they couldn’t override what the store had said even though at the store they said they could. I took them to the Steve Madden store (the brand of shoes) and they told me they noticed no indications of being worn outside and to try another store and escalate the issue if needed. I went back to the store I bought them from on Granville street and was able to return them no problem. I will not be returning to the downtown store again and I will be thinking again before buying my shoes from softmoc

Never buy Shoes from this Shop. If it, s broken after one week you don, t get a new pair of Shoes or your Money Back!

I had an amazing experience at this store with the girls who helped me with my store pick-up and refund. From 6: 30 to 9: 00 pm, they were friendly, patient, and found the best way to return my items. They even called me multiple times to inform me about the pick-up and helped me issue the refund through phone. Their assistance made the whole process smooth, and I truly appreciate their help. Thank you all for the outstanding service!

The store was a real mess, seems that the staff are way too overworked and can't handle the capacity. Nonetheless, the server was prompt, friendly and approachable and found my online order pretty quickly.

I visited this store last Wednesday. I was helped by the staff. They were incredibly busy but managed to assist me. I want to give credit to Nav/Naz? She assisted me with my online order and other specific needs. She was very patient and kind throughout. Thanks for your help! Keep it up!

Feb 23,2023, @ 4PM.

New to Vancouver & was looking for a new pair of shoes & found a couple of shoes that caught my eye. The employee with dark hair, tanned skin, glasses, & slim build gave the absolute worst customer experience I've ever had in my 25+ years in Canada.

1) Shoe #1 i was interested in had a sale tag on it meanwhile another of the same shoe did not, after inquiring about the actual price the employee literally ripped off the sale tag infront of me & said its not on sale, unnecessary & zero respect or sympathy to the customer.

2) I let it slide & asked for sizes about the two shoes I was interested in, he informed me that Shoe #1 only had a size 9 at max, & that Shoe #2 was available in the size I wanted & proceeds to go to the back, a few minutes later he tells me that they dont have the size.

I got suspicious about the service & told him not to bother & proceeded to checked the shoe on display, it was a size 10, the guy lied about available sizes! He might as well have lied about availability too, never again going to this location.

I’ve had an amazing customer service with Mercedes helping my daughter purchase her moccasins. We are from Haidagwaii and love soft moc.
Thank you again and we will see you soon.

Lack of staff. Their service is very slow and uncaring. If there is another location in downtown I would prefer going there than here. I hope they fix staff issues during busy holiday season

If I could give zero stars I would…. All three workers ignored me upon walking in. I tried to get their attention so I could find something in my size but they avoided me.

Thanks to them I walked out and went to Browns further down in the same mall and got a nice pair of real leather boots, and with friendly service too.

Won’t be coming back to Softmoc.

Got bad advice on breaking in shoes that turned out too small (they didn’t give in any bit even though they were supposed to be leather) and I had to pay again for a size bigger. Customer service also ignored my request for a refund. I liked the selection they have here so I felt pretty disappointed by this experience.

Very nice and helpful worker served me.she was helping so many customers at the same time. Thank you and I love my new Addidas shoes