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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SoftMoc Inc has 23 locations, listed below.

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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:05/12/2022

  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.

  On November 27, 2022 I placed an online order with Soft Moc. The item was shipped on November 28th by Soft Moc using ***** Delivery. I live in an apartment building that does not have a security desk or concierge. This delivery service entered my apartment building without buzzing/calling me, didn’t come to my apartment door and left my package unattended in my lobby. When I saw the email that my package had been delivered it was almost 30 minutes after the fact. I went down to my lobby and my package was not there. I assume it was stolen. I called Soft Moc right away to explain the situation and they have refused to reship or refund me. They advised me that because their courier delivered my package safely they can’t do anything. It was not delivered safely. It was left unattended in a public space. If it had been delivered safely their courier would’ve come up to my apartment. They made it into my building but didn’t take the extra time to come to my door. All Soft Moc recommended is that I file a police report or go through my insurance to recoup the cost of the package. * **** ***** *** * ***** **** **** **** ********* ******** ** *** * ***** * **** ***** *****

  Business Response

  Date: 16/12/2022

  Hello from SoftMoc,
  
  We do apologize for the ill feelings caused. As mentioned during initial communications, ***** delivery services provide multiple tracking updates including notification of a general time frame for delivery, when your delivery is up next, when the driver is nearby, and again at time of delivery. These notifications are provided for customers to actively monitor their delivery.  ***** delivery stipulations for apartments/condos advise that one inside the secured building entrance, a package can be left at the concierge or mail desk, as shown in your delivery photo. 
  
  At this time as a chargeback has been filed with **** which is being disputed , we are unable to proceed with further review or resolution. 

• Initial Complaint

  Date:04/11/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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 ordered a pair of *** boots on Oct 29, 2022, Softmoc has taken my money $169.00 and when I checked on tracking the boots said shipped not picked up. I emailed softmoc and they said yes they have my money but they no longer have the boots they are out of stock. I am not getting straight answers from Softmoc and they have not refunded my money nor do they have the boots in stock anymore.

  Business Response

  Date: 07/11/2022

  Hello from SoftMoc,
  
  We do apologize for the inconvenience of an item being deemed as sold out, and your order being cancelled. While certainly not the experience we expect to provide, the last thing we want to do is provide our customers with an item that is below satisfactory standards. As your initial order was fulfilled and experienced a scanning error that is being reviewed with the courier, resolution was offered by our Customer Care Team. Sadly, remaining pairs were deemed unfit for sale,
  
  As a result of being unable to fulfill a secondary pair for your order, a refund was provided. As per standard credit card transactions, refunds generally take 1 to 5 business days to post to the account. Your refund was completed on November 3rd, 2 business days ago. To ensure you had record of this transaction, an automated refund email was sent, and a separate email with a ******* refund report was also sent. The ******* report is a verified confirmation of refund and includes a date, time, and confirmation number that can be provided to your credit card company if you have any questions regarding that transaction. Can you kindly advise what information previously provided you would like clarified ? We do apologize if you feel this wasn't a straight answer and would be happy to clear up any outstanding questions you may have. 
  
  Thank you, we wish you a wonderful day.  

  Customer Answer

  Date: 07/11/2022

  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  
  
  
  ******* *********

• Initial Complaint

  Date:03/11/2022

  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 number: ******* Timeline:
  I ordered a pair of shoes from Softmoc online. Once I placed the order, my email said estimated delivery date October 1st. I was prepared to accept this order then.
  On Saturday morning at 8:49 AM I was sent a notice of delivery window. I did not receive this notice on time.
  The package was left on my porch at 10:09 AM.
  I never received the package.
  
  Given that ***** emailed me Saturday morning and delivered the package appximtely 1 hour later, I was not aware of their delivery window and was not expecting the package. This is furthermore the case because I was expecting the package to be delivered the previous day (which is what all of the tracking information stated.) So, I was not home and ***** left my package (value $275) on the porch. I did not authorize them to do so, as if I was aware I would be unable to be home I would have coordinated an alternative time or to pick it up from their dispatch.
  
  Although their tracking says the package was delivered, it never reached me, the customer. I don't think that given their timeline it is reasonable to expect that I would be available. * ***** **** ****** need more than 1 hours notice to plan to be somewhere at a certain time. Furthermore, I don't understand how ***** could leave a package worth $275 on a porch (no security) on a busy street.
  
  I contacted Softmoc customer service to support and they said that they do not support with confirmed deliveries. They informed me that there was nothing they could do and instead advised me to file a police report.
  
  I have been a loyal softmoc customer for years. I am extremely upset with the way my case has been treated. I would appreciate some support with some resolution in this matter.

  Business Response

  Date: 03/11/2022

  Hello from SoftMoc,
  
  We certainly do apologize for the inconvenience or ill feelings this matter has caused you, *****. This is certainly not our intention, and we would be happy to review this matter again with you. While we do our best to ensure estimated delivery times are as accurate as possible, these are strictly estimates and we do list disclaimers notifying that ***** may deliver on shortened hours or not at all during weekends. Many couriers will leave packages at the door of the selected destination if the receiver is not available. At no point throughout the ordering process do we list orders require a signature for a personal address and apologize for any misunderstanding. Courier delivery workers are unaware of the cost, or the contents within the packages being delivered and follow their contracted guidelines for deliveries. 
  
  For delivery service, ***** sends automated notices prior to arrival, at the time of arrival, and provide a photograph confirming delivery location, and time. During previous correspondence you confirmed these were received in succession.  This information is sent to the contact information entered on the order and is intended to ensure customers are up to date with their order arrival time or any potential changes. As the courier can confirm this package was successfully delivered to the address entered on the order, a delivery dispute cannot be opened. As all previous orders were sent to a retail store for pickup, this may be the best option to ensure packages can be retrieved at your earliest convenience. 
  
  We once again sincerely apologize for the inconvenience this matter has caused, and we appreciate you taking the time to provide us with your valuable feedback regarding current policies and procedures. 

  Customer Answer

  Date: 03/11/2022

  I am rejecting this response because:

  The delivery should not be considered successful until it is received by the customer, which it was not. A business should we responsible for ensuring that their shipping practices verify delivery. The fact that no signature was collected and the package was left on a public street is extremely problematic and irresponsible. 
  

  Moreover, I confirmed receipt of shipping notices but these were not in fact aligned with the courrier timeline. I was not aware of the delivery schedule until much later because their notices were sent early in the morning on Saturday by email.

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

• Initial Complaint

  Date:25/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 went to the counter with 2 pair of new shoes to purchase and 1 pair to return. The teller messed up this transaction repeatedly so she charged me for the new shoes but did not credit me for the pair returned. She got the manager who admitted it was all their fault but left me at the counter for 40-45 min while they tried to put it back on my debit card but couldn’t. I offered to take cash instead but they said no. No they couldn’t return my money due to their error and no they wouldn’t give me cash. She said take a store credit as the store was now closing I had no choice as they couldn’t make the debit transaction work (because of their mistakes) and refused to give me cash. I called head office they said it was all the tellers mistake and the best they could do was send me a cheque which I might receive in 3 to 4 weeks???? I asked them to courier it as it was their fault and they said no. Between the tellers and head office it took up my entire evening for something I had no part in. Head office wouldn’t e transfer me either. I offered to go drive back to the store and switch the gift card for cash and they said no it doesn’t work that way. * *** **** **** ********* ********* *** **** ***** ** all the No’s I got but it was ok to make me leave without giving me my money? Wait for almost an hour ******* ** *****  Now have to wait 2-3 weeks for their own mistakes? I would like a cheque couriered immediately and compensation for this horrible experience!!!!!!!! And ** ******* ***** ****** ** ********** horrible customer service!

  Business Response

  Date: 05/11/2022

  Hello from SoftMoc, 
  
  We do apologize for the inconvenience caused! The store location you visited is considered a warehouse outlet and has numerous large signs posted throughout the store and across the tills advising they only accept returns for store credit. At no time would this location have been able to provide you with a full refund for any SoftMoc purchase. Details indicate you have an extensive purchase history through this location, and we apologize if you were unaware of this policy. Reviewing further details it does appear that as a customer service exception, our customer care team offered both the option of a cheque, or a forced refund to a credit card or ****** account. While the matter was resolved, our customer care team also provided you with a one time use 30% discount code. 
  
  Can you please advise how we can further assist you? 

  Customer Answer

  Date: 08/11/2022

  I have reviewed the response made by the business  and find that this resolution is satisfactory to me.
  
  
  
  
  ******* ***********