SoftMoc

While shopping at the store, I witnessed an altercation between a male customer and a manager. From what I understood, the customer wanted a refund, but since he paid on gift card, the money was going to be refunded on the gift card, and he was unhappy about that, as he wanted the money back for himself. The manager was handling the situation as best she could, despite the customer being really rude towards her.

The manager (Kelly), then went on to help me. She helped me find a pair of shoes and was patient with me when I kept asking for different sizes. She was super attentive and very nice, kept asking me questions so I could winter boots that suited all of my needs.

Kelly was awesome, with both me, and handling that difficult customer! And overall, I think people need to start treating those who work in retail with some respect, instead of shouting at them when things don't go their way. Yelling at staff won't make them change their store policies, they are doing the best they can.

Will definitely come back based on the customer service I received!

I purchased waterproof shoes from this store, and to my dismay, my feet got completely soaked in the first rain. I went back to the store to express my concerns and even showed them photos of my wet feet as proof. The manager, Kelly, was unresponsive and rudely suggested contacting customer service.

Explaining that I urgently needed shoes and didn't have an extra pair, a male worker kindly called customer service on my behalf. After a discussion, another employee named Jannet informed me that, since I had the shoes for more than 30 days, they could only offer a gift card, not a refund.

I was willing to exchange for different shoes or pay a bit more for a better waterproof option. However, the disrespectful manner of Manager Kelly and the employee Jannet, who even knocked her finger on the table while talking, left me extremely dissatisfied. I've lost faith in this store's customer service and hesitate to return, not just for waterproof shoes, but for any purchase from Soft Moc due to this disappointing experience.

Excellent customer service. Very knowledgeable staff clean store. Lots of black Friday sales.will definitely go back was in and out the store in less than 10 minutes

Have been in the store twice in the past week and both times ALL the staff were behind the counter looking at their phones - they do not acknowledge you until you go and speak to someone. They could barely answer the questions I had about their Ugg cleaning products so I just went upstairs to Browns to get what I was looking for - really really bad representation of what I've known as I good shoe chain- used to go to the Yonge and St Clair store that was mowed down for another unnecessary condo

I visited the Fairview Mall location I grabbed the chestnut coloured pairs of moccasin, and the short grey coloured ugg boots, the staff member were kind enough to assist and able to find the sizes that I am looking for. I would love to come back to this place.

This location always seems to be understaffed, there should be more staff on the floor assisting people, especially when it gets busy, lots of customers ended up waiting a good 15 minutes looking around for someone to help them. This slows down service.

Other than that they’ve got some great deals right now for Black Friday with Winter boots, bought a Columbia boots and so far it fits great.

They carry a wide selection at good prices. The staff that they do have are very friendly and helpful, but seems like they are always understaffed for the amount of customers they have.

I have bought sketchers shoes. It started tear in two months. Worst quality by #skechers and customer service is worst. They didnt even replied me. 1year warranty is for nothing. Highly disappointed

This location needs to make some MAJOR staffing changes. Everytime I go in there is NOBODY to help. This store has missed out on about 3 sales from me alone. Last time I was in the store there was one person on the floor, one behind cash, and about 20 customers, most of them needing assistance. Forget getting a size here, you will wait at least 30 minutes before someone even notices you. I blame management for not having more staff to serve customers.

Coco was very kind & helpful. She took the time to answer all of my questions and went above and beyond in making sure that I was satisfied with the two pairs of shoes that I bought. Very happy with the customer service at this store.

Visited Softmoc shoes store at the CF Fairview mall, the staff members were really friendly, able to assist to find the size for me with kindness. The shoes I purchased was comfortable and cute. I would like to come back to CF Fairview mall Softmoc shoes store.

All employees were So RUDE!
I personally never wanna go back to this store. They have no respect for the customers (people who pay for the service).

They should try to find another job if they don't want to work in customer service.

Great collection under single roof. Excellent service and return support. Prices are competitive but I found few items over prices at times. Not sure if they do price match or not.

Been to this place mulitple times, nice and friendly staff however, A cashier named “DEE” (I maybe pronouncing incorrectly) who was working on April 15 (Saturday) at 4: 00 pm was very rude and unprofessional. We went to checkout and she was standing there. We put a shoe on the counter and she threw it behind her (where they put all other shoes). Upon informing her that we are waiting for checkout and if she or someone can get us a pair. She said “which one”, I replied the one you just took away upon which she replied, Be specific because I put a lot of shoes there and I don’t have enough time to be wasted on people. We approached the Manager on Duty, He was very helpful and apologized on behalf of her. As a manager, he handled everything calmly but the associate’s behaviour has to be friendly since it is a customer oriented service. Absence of CCTV also allowed them to act rudely since there is no record.
I hope the management takes a look into this matter seriously and takes all the necessary actions. In my opinion, DEE should not be working with the customers.

3/5

Ordered shoes at store as we didn’t have the size we needed. I got to the store for pick up and they couldn’t find them. Shows they are not very organized.

After searching they found it! Phew
They are saved this time. Other than that no complaints. Nothing out of ordinary either.

Loved the experience I had, Julie was so patient, helpful and overall really kind to me!
10/10 customer service!

I recently visited this store and I was thoroughly impressed with their exceptional customer service. Despite not having my son's size in stock, the staff went above and beyond to help me find a pair that was suitable and even ordered it for me. Highly recommend this store for all your footwear needs! March 1,2023.