Complaints

This profile includes complaints for SoftMoc Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Soft Moc

  3 &4 - 1400 Hopkins St Whitby, ON L1N 2C3

• 

  SoftMoc Inc

  17600 Yonge St Newmarket, ON L3Y 4Z1

• 

  SoftMoc Inc

  1 Bass Pro Mills Dr Concord, ON L4K 2M9

• 

  SoftMoc

  1218A 4700 Kingsway Burnaby, BC V5H 4N2

• 

  SoftMoc Inc

  188-1 Kingsway Garden Mall NW Edmonton, AB T5G 3A6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:28/10/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of ***** from Soft Moc in the ****** ******** in Brantford on September 20/ 2024, I tapped my purchase of $56.49 it came out of my account. Then I was told that the system went down in the store straight across Canada and was told I couldn’t take the shoes or get my money back, so I said you want me to leave the store with no shoes and no money and no receipt other than my debit shown in my account, received a phone call on Saturday the next day asking me if I wanted the shoes or my money back I said I wanted my money back the person on the phone Said they would notify head office. I waited about a week went back in the store and was told by an employee that was present the week before that it was processed Monday or Tuesday so it takes up to 10 business days, well here it is October 26, 2024 and I still haven’t received my $ 56.49 yet *** * ** **** ***** ***** *****

• Initial Complaint

  Date:31/05/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a couple problems with a shoe that’s was purchased *** ** ******** and when I received it in the mail it was the wrong box , wrong shoe size and just the hassle I had to go through driving here and there to only have to had the shoe sent back to me via the mail again and the run around that I’ve received is very frustrating and to know I’m only being offered 20 discount on a future is very disappointing *** **** ** **** ** *** ****** *** *** ****** * ***** **** *** ***

• Initial Complaint

  Date:25/04/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought boots on Dec. 28, 2023. On April 26, 2024 the sole of one boot completely broke in half. I have the photos. There were numerous issues trying to escalate the problem to a supervisor. There were also numerous issues trying to return the boots to the store of the original purchase. I had to go to an inconvenient location. I was told that because of the serious defect, I would get a refund rather than a credit (which is their regular 3 month policy). However, when the asst store manager tried to process it, he was told I could only get a credit. ** *** ****** ** *** ** The defect was on a SoftMoc brand. I was sold defective shoes and, after at least 4 hours of trying to make it right, the company has ******** my money. I’ve been a customer of theirs in two cities, Vancouver and Montreal. ** **** ******* * ***** ******** ****** ******** **** after this, I do not want to buy from them again. *** ****** ** ******** I have no faith in their products and their ability to be accountable. I also tried to call Head Office following the experience to resolve this without going through BBB, but I my request to speak to a supervisor was refused unless I provided all the details to the front line customer service agent. This would have meant more time wasted and I’d have had to repeat it all to the supervisor. *** ** ***** *** ************* **** ******** *** *********** *** **** *** ** ****** *** ***** ** *** ***** ** *****

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of ****** boots from Soft Moc online. When I received the items I noticed that a price tag was stapled to the bottom of the boot. The price on the tag is significantly lower than the price that I was charged online, so I requested that they honour the sale price. I attached both my invoice and the tag on the boot to **** email *****. The store claimed that the tag for the lower price was for a different boot. I entered the item # into the Internet and found the exact same item online as a clearance item. I sent this to them and they still claim that it is not the same item. It was their tag and it was stapled (*********** ********) to the bottom of the boots. * ******* **** *** ********* *** ***** ** ********* *** *** *** **** ** ***** ** * ****** *** ** **** ***** ** ******* ** *********. It's there tag and boots. * **** ********** ****** *** *** **** *** ********* ***** **** ********* ** not honouring the price on the boot.

  ********** ************ **** ** ********** *********** *** ******* **** ** ********* **** ******** I am hoping for the price difference of $80.19 (this includes the discount and taxes) to be refunded.  * ******** *** ******** ****** ** **** product, product box, item numbers in the boots, on the box, the affixed price tag, and the receipt I emailed to SoftMoc customer service.  At first they offered me 20% on my next purchase and then eventually a $25 e-gift card to spend, but never the refund for the difference on the item that they sold me or its equivalent value.  I requested a refund for the difference charged. 

• Initial Complaint

  Date:15/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** **** *** ***; I got a gift card **** **** in November 2023 to purchase a pair of *********** from your store (***** * *** ***** ****** ******* **). So I proceeded to your west Edmonton location and was served quite well. They helped me pick out a pair of rustic brown’s and convinced me that a 12UK would be the perfect fit. They were so good that they convinced me to purchase the ********** sponge to oil the boots. While cashing out, they asked for my phone number to register the purchase. Of course this was a great idea. I provided them my number and was assured I no longer needed my receipt.
  
  Fast forward to 2 weeks ago when I’m wearing the boots and my foot gets wet. I noticed a small separation between the sole and the leather towards the heel.
  
  So I called ********** to see what to do, and they said that SoftMoc actually covers it for the first year. Great! No need to ship anything.
  
  I head to your ******** mall location, and am greeted by this (**** ****** ** *** ****) great associate. I explain my situation and she advises me to leave my boots with her so the store manager could check them out and confirm the defect. I left my phone number and email with her to find my purchase and went hope with the promise of a call back within a few days.
  
  After 4 days of not hearing back, I head to the store. At this point both associates working advise me that there are no boots there and they cannot locate me in the system. WHAT? They lost my boots and “apparently” can’t find me in the system. They mentioned that they may have been discarded by accident as a pair that had already gone through warranty.
  
  What am I to do now? No one in the store could help, and they can’t **** give me back my own boots.
  
  **** ** ****** ******* **** **** ******** *** * ** ****** ******* *** ********** **** ****** *** **** ****** ** ****** ****** *** **** ***** **** *** ** * **** *** * ******** **** **** ** **** ** ****** ******* *** **** **********

• Initial Complaint

  Date:24/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pair of Softmoc Women's ******* 4 Waterproof Boots in March 2022, and started wearing them in mid-November 2022 (as they're winter boots). Mid-December I noticed they were falling apart at the sides and letting snow in. I sent them for inspection, and received a replacement pair on March 07 2023. The first day of wearing them I noticed they had started to crease in the same weak spot as the first pair, and only wore them a handful of times after this and noticed it getting worse, so I relied on other boots until I had time to address this with Softmoc. I have been liaising with Softmoc about a refund for these boots since May 14 2023, and the Assistant Manager I have dealt with will not, after repeat requests, put me through to higher management. They keep citing that they, after inspecting the boots, will only offer a credit or replacement boots as per their policy. I respect store policies, but am unhappy with this ** ***** ** ********* * ************* ***** **** **** ***** *** I do not want to use a Softmoc product again. If their boots are faulty, why should I not be refunded?Please can you help?

  Business Response

  Date: 23/08/2023

  Good afternoon from SoftMoc *****,

  I have received your BBB complaint regarding your purchase of our ******* winter boots. I am terribly sorry to hear of the issues experienced with our product! I did note that you had been in contact with both our store level staff and our Customer Care Team, and that the policy for our defect inspections was correctly followed by our staff. At SoftMoc, we do stand behind our product and our Canadian name, and we want you to be happy with your purchase! In saying that, as a one time exception, I have issued a full refund to your original method of payment. Please allow up to 30 days for your financial institution to process the funds back to your card. Thank you for your patience and understanding in light of your recent experience *****. 

  Warm regards,

  *********

  SoftMoc - Customer Experience Manager

  **************

   

   

• Initial Complaint

  Date:20/07/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 11 2023 I placed an online order from SoftMoc for a pair of Shoes (********* ***** * *******************). The order total was $115.49
  
  July 12 2023, I checked back and SoftMoc was selling my exact same shoes, same brand and size, for a discounted price of $90.00
  I immediately contacted the seller SoftMoc directly, and sent them a screenshot of their discounted price, and asked for a refund of the difference
  
  July 13 2023 SoftMoc replied stating that they would not provide a price adjustment
  July 18 2023 I waited until the shipment arrived, so that I could start the return process.
  SoftMoc sent me a return label, but did not prepay for it – even though they state that prepaid return labels are provided in their terms of service page, and even have “Free Returns” printed on their shipping box. **** ********* I escalated to ****** customer service, which contacted the seller directly requesting a Prepaid Return Label to be provided.
  July 19, 2023 SoftMoc declined the request for a prepaid return label
  
  SoftMoc ** ******* ******** ** ** * ********* ** neither providing a refund for the difference in their sale, and by not providing a prepaid return shipping label.
  They know that it will cost me over $20 to pay for shipping myself, which offsets any savings for returning the shoes.
  The original shipping box has not been opened, and SoftMoc is limiting any attempts to rectify this purchase.
  
  I am seeking either a refund for the difference in their sale, for an amount of $25.49, or for SoftMoc to provide a Prepaid Return Shipping label and provide a full refund without any further hassles.

• Initial Complaint

  Date:19/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pair of shoes/sandals there last week.  I was told they were cork, may shrink a bit, but was good to exchange in 90 days if I needed a different size.  I had them for a week, wore them once walking ** *** *or 10 minutes, determined they were to small and went to return them the next week.  The person behind the counter **** ******* ** ******* *** **** ** ** ****** *** said she was acting as the manager) refused to accept my return on the basis the showers were to worn.  The shoes were worn so little that they still; have the clear plastic sticker on the bottom, thats how little wear there was, but she refused to take them back and now I am out $70 ******* ** **** ******** *******.  Whats the point of a 90day return policy *** **** *** ***** *** ****** ** *** ***** ****** **** ***** ******* **** *****

  Business Response

  Date: 20/04/2023

  Hello from SoftMoc,

  Thank you for taking the time to provide us with your feedback.

  We can certainly look into this issue for you further. We ask that you please reach out to us at *****@*******.com with your purchase number/information as well as the details referencing this complaint. A member of our management team will then be corresponding directly with you in order to assist in resolving this matter.

  We look forward to hearing from you.

  Best wishes,

  Customer Care Supervisor
  SoftMoc Customer Care Team
  

  Customer Answer

  Date: 20/04/2023

  I am rejecting this response because:

  I did reach out to the email address you listed.  They simply said they cannot overrule a store and I should try my luck at another store.  This is very concerning to me as it implies your polciies **** ** ******* ********* *********** *** are drsatically different from store to store.  Not only does this not resolve my issue, it make me concerned as a consumer that you are not applying your return policies consistently across stores.
  
  
  
  
  ***** ******

  Business Response

  Date: 20/04/2023

  Hello from SoftMoc,

  Thank you for your response.

  We have now escalated your concerns and a Supervisor will be reaching out to you directly by email in order to assist. If it has not yet been received, you should see that within the next few minutes. We thank you for corresponding with us further so that we can assist in resolving this matter for you.

  Best wishes,

  ****** **
  Customer Care Supervisor
  SoftMoc Customer Care Team 
  

• Initial Complaint

  Date:21/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 pair of shoes *** ** ******** on Jan. 27/2023 , I was told these would arrive by Feb.3/2023 and they did not , I contacted the company on Feb.5/2023 via phone call asking about my order , they informed me it was shipped and they were going to reach out to the courier.
  
  My purchase finally arrived Feb.12/2023 and in the box that was packaged at the Softmoc location there were 3 invoices and only 2 pair of shoes .
  
  I called Softmoc they said they created an investigation and they would get back to me . A week later they let me know that it was the couriers problem because it shows in their system they shippe D the boots . I said yes it shows that because there were 3 invoices scanned into my box but only 2 pair of shoes got put in there .
  
  No one at the company is willing to help me by either shipping me the boots or refunding me . As it sits right now I have paid $80.00 for a pair of winter boots *** ** *** and a month later still do not have them. **** ** **** *********** ******* ** ***** ** ***** **** *** **** *** **** *** I am out $80.00 ** ** ******* ***** **** * ******** ** ******* ********** ** * ****** ****** ******* *** **** *** ** ******* *** *** ******** *
  My order number that’s missing is *******

  Business Response

  Date: 23/02/2023

  Hello from SoftMoc, 
  
  We do apologize for any ill feelings or convenience caused during the investigation time frame for a potentially damaged package. Through correspondence with our team it was explained that we had verified internal inventory counts with the location that shipped your package, which often means the package may have been opened or damaged in transit and re-taped by the courier. With each courier we use, we follow their requirements for investigation protocols. While certainly not the length of time we hope to see, this damage claim has now been closed with the courier, and a refund has been issued for order number *******. Our management team continues to review this situation in entirety to determine where corrective changes can be made. This is not the experience we wish to see for any of our customers, and we again apologize for the inconveniences this may have caused. 
  
  We appreciate your patience and understanding, and hope you have a wonderful day. 

• Initial Complaint

  Date:07/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Date: 29-12-2022
  Order Number: ******* Good Ordered: *** ******** ******* BOOTS, black, women, size 7.5
  Total Paid: $174.18
  I passed an order with Softmoc on December 29, 2022, for a pair *** boots. I did not receive any notification from them after that. However, on Dec. 30 at 5:15pm, I received an email from the delivery company contracted, *****, saying that my package would be delivered that same day between 9:15pm and 12:15am. ***** did not proceed to deliver the package on Dec. 30 and did not provide any updated delivery window. The next day, Dec. 31, I received an email at 1:49pm that my delivery had been completed at the same timestamp, without any prior email to announce the package was out for delivery. As I had not been notified, I was not then at home and the delivery person allegedly left the package outside my condo door and provided a picture of a box in front of my door. When I got home at around 8:00pm, there was no box in front of my condo. I live in a small building with only 8 units in total ** * ******* **** ** ********** **** *** *** ****** ** ***** *** ******** ****** **** **** **** *** ** ** *** ** ***** ** *** receive packages often and this is the first time a package goes missing *** *** ** **. ** ***** ****** *** ******** ****** **** ********* ** ******* *** *** *** **** **** *** On January 2, 2023, I contacted Softmoc to explain the situation and ask for a replacement, which they declined, although it was not delivered in person, because of the so-called proof of delivery **** ******** ******* **** ****** ******** *********. I also tried contacting ***** by email and phone several times, but I never got a reply. *********** *** **** ** *** ******* *** *** ***** ** ********* ******** **** **** ***** ** **** ** *** **** **** ******* ************ ** ******* ** ********* ***** ***** *** ******* ** ***** ******** *** *** ** ********** ****** ** ****** * ****** *** ** ** *** ********, I would like to get a refund for my order.

  Business Response

  Date: 20/02/2023

  Hello from SoftMoc, 
  
  We do apologize for any inconvenience or ill feelings, *********.  Reviewing details of your concerns, we have addressed this with our courier representative directly. As standard with *****, the notification process is a three stage email process. The first email notifies you that your package is in transit, the second email notifies you that are you up next for delivery, and the third email confirms delivery has been made. ***** has confirmed all three automated emails were successfully sent, and we do apologize if you only received the first one and the last one. 
  
  To confirm delivery has been made to the address selected by the purchaser, ***** submits photo(s) verifying the address number, and the package being left. The uploaded pictures by ***** do confirm the correct address and door with the item being left next to a pair of shoes. As ***** verified with photographic proof that successful delivery was made, the responsibility for package security is no longer theirs. As more and more couriers transition to methods that provide proof of delivery, their qualifications/eligibility for package investigations and claim payouts with retailers is changing. It is strongly recommended if ordering items online to ensure you are at the location selected for delivery. SoftMoc is happy to offer numerous delivery options including instore pickups, UPS access points, and Canada Post pickup locations for our customers to ensure their orders are safely delivered. 
  
  Reviewing details we do see you have multiple previous purchases through SoftMoc retail stores, and as a one time exception for customer appreciation we would be happy to resolve this matter for you. Please note that while happy to review any type of order concerns you may have in future, we will be unable to issue a refund or replacement without a claim being issued by the courier. We strongly recommend using our instore pickup feature where our store staff will happily assist when picking up your package. 
  
  A refund will be issued within 24 hours and a confirmation email will be sent. Should you have any questions or concerns, please do not hesitate to reach out to us.