Very bad service They charge twice for 1 item When I told them they said come other time or wait because ours manager not here They make me wait 1 hour for refund
I ordered two pairs of boots from Soft Moc online and did not receive the email confirmation despite my credit card being charged. I ordered them a second time, and again my card was charged and no email was sent. I called the customer service phone number and after being on hold for close to 30 minutes, was hung up on. Called back multiple times and each time, was hung up on. I tried chatting with an agent and a bot responded and was no help. I emailed the customer service address and received an automated response. Finally I called the Soft Moc store at Bramalea City Centre and the manager Manpreet was extremely helpful. Despite not placing the order from her store, she stayed well past her shift to connect with her colleagues and had the confirmation email sent to me. Their phone was not working and so we got disconnected a few times and she called me back each time with a status given that she was using a messenger tool to connect with her colleagues. As I had only recieved one of the emails, the following day she called me to check in as to whether the second one came through. Truly appreciate the outstanding customer service from Manpreet who went above and beyond despite the horrible customer service coming from their head office. This employee should be recognized for making a very frustrating experience much better. Also, the head office needs to look in why their staff refuses to answer the phone - completely ridiculous and unacceptable. This would have been a zero star review otherwise.
I recently visited the Softmac Brampton location and had a very disappointing experience that I feel needs to be shared. The staff were not attentive to customer concerns, and the overall service felt unprofessional. I was discussing an issue with one staff member when another employee suddenly jumped into the conversation without knowing anything about the matter. Instead of trying to understand the situation, she spoke over us with a rude tone and an ‘I know everything’ attitude, which was completely unacceptable. When I politely asked for her name, she refused to provide it and continued interrupting the conversation. As a customer, I expect basic respect, patience, and professionalism. Instead, I felt ignored, disrespected, and talked down to. The behaviour I experienced makes it very difficult to trust their customer service, and honestly, after this incident, I feel like I won't be revisiting any Softmac location. I hope management takes this feedback seriously, reviews the situation, and provides proper customer service training so that other customers do not have a similar experience
I visited this SoftMoc location on October 25th without reading the reviews, thinking that maybe the manager just needed some training or additional guidance — after all, no one is perfect and there’s always room to learn. However, if I had read the reviews beforehand, I probably wouldn’t have gone, since there are more than 17 negative reviews mentioning the same manager. I came in to return a pair of shoes I bought online, hoping to either get a refund or store credit. I was told nothing could be done without the original box — which, when it arrived in the mail, was damaged and in poor shape. The staff also gave me a hard time for not having a physical receipt, even though I had the barcode and proof of purchase on my phone. In an era where most companies issue email receipts to “save the earth,” I found it strange that SoftMoc would have such rigid policies — or maybe they just wanted to make things difficult. After wasting time trying to explain that I should be eligible for store credit, the manager told me she’s been working there for a year and “knows what she’s doing.” I ended up going to another SoftMoc location, where — within three minutes — my return was processed, and I received store credit with kindness and professionalism. The employee there even mentioned that the manager at the previous store did have the authority to make that decision but chose not to. I don’t usually write reviews because I don’t want to sound petty, but this experience really turned me off from SoftMoc. In a time when companies like Amazon can pick up returns from your doorstep without a label or box, I don’t expect SoftMoc to do the same — but as a customer who made the effort to come in person, with proof of purchase, I don’t think I deserved the unnecessary hassle or poor treatment. Maybe training is needed? I’m not sure
Make sure you give your email at payment. Comes handy to return defective item even if you lost the receipt. My Clark's shoe was defective and I got it replaced without any hassles because one of the employee mentioned about the receipt I got in the email. Thank you?
We visit today at soft moc , kushpreet was here she was so kind so helpful she helped me lot coz , I was confused to choose my shoes she is such a nice girl thankyou so much kushpreet for your help , just bought shoes from here .
Had such exceptional customer service at this store today. I was helped out by Shay. She is a great associate. Very paitent and informative on helping me choose what safety shoes to buy. Will visit again. Thank you so much
SoftMoc is a Canadian Shoe Store based in Brampton, Ontario. SoftMoc is located at 25 Peel Centre Dr Unit 520 / 521, Brampton, ON L6T 3R5, Canada.
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