Trying to replace a pair of Mukluks. I had bought some at the Granville location, but didn't try them on until I was home. They were too small at size 9. I decided to go for the same ones - only in the waterproof/ winterized model. They went up to a size 10. I had went online before coming here to make sure they had my size. Staff was unenthusiastic ( this seems to be a pattern at the 4 different locations I visited in the past 2 weeks ) The girl got me the black & grey ones. I asked to see the all grey as well, but she didn't seem like she wanted to go look for them at the back. When she did come back with them- I noticed that both pairs had flaws in the fur. Of course these were the only 2 pairs they had. I returned my size 9's and asked how long the sale was on for. She claimed to have no clue ..... read more

A VERY RUDE RUDE RUDE RUDE employee at this location.. MERCEDES. Literally I kid you not, BEWARE of the employee/manager, "Mercedes." Now you're probably thinking.. darn.. which one was she.. is the the woman who wears a mask and has purple hair? Or blonde? Because I'm pretty sure she wears different wigs. But anyway... THAT IS CORRECT. The audacity of how rude she is is actually freaking absurd. If you have a concern about a shoe for example, she will just answer you very rudely as if you're the one who has disturbed her precious day.. or shift should I say. Her tone in the way she speaks is just.. SO unprofessional. I know for a fact that all of these "positive" reviews about her is because she's guaranteed people to write a review for her to get 10% off their purchase!! She'll make you do it at the check out and watch you do it too. She asked me to do it once and I was like oh wow you are CLUTCHINGGGG. Customer service PLEASE go to this location and see her for yourself. I promise you've lost countless customers due to her, or the very least you've lost respect. read more

Stood at the desk for an insane long time without help... unreal! Totally ignored! Slowest service in the world

Softmoc at Richmond Centre there is a very rude, unfriendly and unhelpful saleswoman. She intentionally says something under her breath while moving the shoes and her attitude was terrible. I hear a lot of customers complain about her obnoxious behaviour. Talking down to the customers is bad for business. She needs to be out of that place. Sorry never will I enter that store again. read more

It's difficult to understand why this location is so lacking in customer service skills. It's as though the staff just can't be bothered. Does head office ever look at any reviews online? I have had much the same experience as others while shopping with my teenagers there recently. Sarcastic attitude from what appears to be the manager and zero interest in selling any shoes. I left, walked down the mall to Browns and purchased my teens two pairs of shoes from a very nice sales associate there. Shoutout to Browns for their awesome staff. What a shame Softmoc missed out in this sale for no reason other than their inability to treat customers with respect. read more

I agree with the person who commented about the rude clerk at Richmond Center. I think I unfortunately encountered the exact same clerk! She made me feel so uncomfortable and bad about myself. I love this store but will definitely be avoiding it from now on (at least at Richmond Centre). read more

I visited the store today. I could not get any help. I was holding two pairs of shoes in my hands and not one salesperson offered to help me. I went up to the cash where I was met with a very rude staff member who was standing behind the till. She told me that I had the last pair of one of the shoes and then added with such a sneer "it says that right on the bottom of that shoe". I was puzzled because I did not see that on the tag. I asked her nicely if she could please tell me where(so I would know next time). She just kept saying it was right there...finally she says "LP", rolls her eyes and says LP means last pair. Well I did not know that LP meant that. She just looked at me like I was so stupid. No smile just attitude. So I just said never mind on the other pair. It's not like the store was packed. The store was empty. In this day and age of sky rocketing prices, I would think that customers should be treated professionally even if we do not know the basics. read more

I bought a pair of slippers at the SevenOaks store in Abbotsford. After a short two.months of owning them the stiching started to fail.Because I didn't give my email at the time of purchase that supposedly guaranteed a refund I'm out of luck. If you don't cross your tee's and dot your I's and all the stars and planets are perfectly lined up with this company tough luck for you.They have lost my business. read more

The manager, Nadia, promptly called me after a feedback I provided BUT she was not genuine and just made EXCUSES instead of acknowledging my concerns. Small store and prices are HIGHER for the same shoes than the Softmoc outlet. So don't go to the Rmd Center and go to the airport outlet instead. read more

Terrible customer service! I was standing right by the cashier with a boot that I required a size for, and 3 employees kept on walking by. Not even an acknowledgment that I was waiting there for 15 minutes! A couple of them were helping other customers, but at least an "I'll be there in a moment to help you" would have been nice. They didn't even make ANY eye contact with me, as if I were a ghost. The manager seemed like a very abrupt person, super rude to customers as well! I just left after 15 minutes. I don't even think they knew I was there even though, I was standing right beside them. Just terrible. I ended up going to Journeys in the same mall and purchased the same $250 pair of boots that I was going to purchase here. So they not only lost a sale, they also tarnished their reputation...seems like it's a very common complaint about this store! read more

Complain about rude store staff at Richmond Centre # SoftMoc store#44 - On June 5th , around 11am i went to Richmond Center to return my online order, i was the first customer, follow the social distancing rule and wearing masks. Sanitize my hand before entering your store. First, a male staff took me in the store, while i was waiting 2 meters away from the counter, the female staff told me in an impolite tone " Stay there, don't move, until I tell you to bring the box to the counter then you need to step back to your waiting point". I followed her instruction. While I looking around I saw one pair of shoes looks good, while I check the price tag, she yelled at me with a very, very rude attitude" DON'T TOUCH, I SAID, DO NO TOUCH!!!!!" I was shocked, said, " no one told me to don't touch anything in the store, I just check the price tag, and I was the only customer in the store, even I am not allow to touch anything, you don't have to yell at me !?" She repeated in a very loud tone and yelled at me: "WE HAVE TOLD YOU, DO Not TOUCH"!! She also mentioned: If you want to return, you can do it online, no need to come to store....." I wonder, on your return policy, instore return is accepted, why your store staff educates your online customer don't come to store? Is this a good attitude who is representing your company? Absolutely Not! I was offended, feeling insulted, I feel depressed after leaving the store, feeling hurtled by an unruly staff at SoftMoc. I am a customer, not criminal, not having covid, not carrying virus, She yelled at me just because I have Asian background and she didn't feel comfortable serving the customer who is originally from Asia? In fact most of the Richmond population are originally from Asia, anyhow we are All Canadian and we are all humans, we shouldn't treat each other with hate/racist attitude. Last year before Christmas time, I was shopping in the same store, the same staff i mentioned above was using a very rude tone talking to a young couple with a child who came to store to do exchange. I still remember very clearly the impolite attitude, many people were looking at the embarrassed young couple who also has an Asian background, feeling offended and insulted in the public, I was truly surprise the same situation happened to myself a couple months later, same SoftMoc location, same staff. No matter how much budget you put in online social media, customer's feedback and experience matter a lot! I definitely can go ahead to post my experience on social media, however I will rather to reach out to your management first and let you know the customer's concern. I am not asking a discount code or a free pair of shoes. Writing a long email/message is not for any compensation. Customer need to be treated fair as we are all humans. It might be more racist case happen again in the same store/same staff. I hope your top management look into this and take further necessary action to prevent a staff damaging your brand reputation. Note: I sent 3 email to their customer service, no reply, seems they don't even care... I will tell everyone i know -- NEVER SHOP AT SOFTMOC!! read more

Has a notorious reputation for bad customer service. Went in to buy a pair of rain boots and it took them quite a while to figure out I was even in the store. Sales associate came by after a very loud conversation with the other employee and proceeded to tell me that none of the boots would fit me, without asking for size or checking in the back. Would not recommend. read more

had the worst customer experience ever there, the sales people didnt care to help me, they where to busy price tagging items then helping out customers. not even a friendly smile. read more

The store manager and her associate at the Richmond Centre SoftMoc store were rude and disrespectful in addressing my concerns re previous purchase. Be forewarned! read more

Beware of the manager at this store! It was Friday morning, and I wanted to buy replacement work shoes for my older ones and the woman helping me was so rude and right away, she pretty much revealed everything to me when she bent down, if you know what I mean. Intentionally, I ignored her most of the time because she was speaking to me in a horrid tone. She would not stop suggesting insoles even though I clearly have my own custom made insoles. She even went on to insult my insoles and orthopedic physician, claiming that her stores brand is ten times better! Fed up, I asked the only other sales associate present at the time who the manager is here to complain and my goodness, it was the woman helping me! Checking how I looked in the shoes in the mirror afterwards, I overheard the manager threatening to write up her employee just because she measured a clients foot size! That's not good work behavior as a manager to threaten your own employee for her good work ethic and customer service. I'm shocked as I can't understand how a manager could treat customers AND her own employees like this. When I finally decided on a pair, I was waiting to pay and all of a sudden, she's standing right behind the sales associate, whom is trying to finish my transaction payment and LOUDLY insisted I buy some shoe care for the shoes. She even interrogated about my own products I have at home when I answered I have newly bought shoe polish and water repellent spray. Again, she continues to insult me, saying the products I bought will destroy the shoes and that the products at softmoc will keep them better looking and it will be my fault if my shoes, in her words, "became mucked up." I was only in the store for about 30-40 minutes and already, I could not forget how terrible the manager is at this store. It was my first time hearing so many insults and rude remarks toward myself and my lifestyle choices. It was also the first time I've heard a manager openly threaten her own employee for trying to help a customer figure out her foot size! My husband told me not to bother filing a complaint as the public will not see how rude and ill-mannered the manager is at this store. If I could rate zero stars, I would, but the stores appearance was pleasant and the other poor sales associate present at the time made my shopping experience much better with her politeness and generosity. Otherwise, it was my first time shopping there and it may even be my last! THE MANAGER HERE IS CRAZY!!! read more

I went there to buy a pair of birkenstocks, and this butchy girl with short hair, who looked MISERABLE, was extremely RUDE and unprofessional. As I was looking to purchase, she refused to get me my proper size and forced me to buy TWO SIZES TOOOOOOO BIG. I was getting frustrated and purchased it anyway to see whether I liked her recommendation. Of course, it was too big and I had to go back and exchange. When I went back for my PROPER size, she began to argue with me in front of her customers and other staff about the SIZE of the shoes. If I am a purchasing customer and KNOW what I want, she should have just let me purchase them and been more professional at handling the situation. I've had a couple more friends purchase from her and she had not been helpful at ALL. She has the same attitude, condescending tone and miserable demeanor. You CANNOT go to her for help. She's an AWFUL sales associate. read more

I ordered a pair of shoes online for in store pick up. They were supposed to arrive within a week. When I hadn't heard back by the supposed "delivery by" date, I called the store just to see if they had received it. I was told by the person on the phone that if she had my shoes, she would contact me. Some more days passed and I was wondering where these shoes were, so I decided to check the tracking status online. It turns out that the shoes were delivered TWO DAYS after I ordered them. I contacted the store again and indeed they did have my shoes. Quite frankly, I am unimpressed with the service and the telephone etiquette from the three times I called were more on the rude side. I am not interested in using this particular location again. They need some heavy training done on customer service. Thanks but no thanks. read more

This store is a big joke. I purchased a pair of hunters online and after 3 days I found something i liked more in their store so I waited for my hunters to arrive so I could refund and purchase another pair. Day arrives and sadly the shoes i liked didn't have my size in store, so I asked to order them. On my previous order I had a 10% off coupon and so I thought I returned the shoes thinking I'd still get the 10% off.. WELL unfortunately not because apparently its a one time coupon.. I used to work for this company and we have a sheet of codes for 10% off when stuff like that happens. The associate proceeded to tell me they can't do anything when obviously he can. Good thing my friend was there to get the 10% off since she works for BC ferries. Do not buy from this company, everyones rude and just want to make a sale so they could make commission. They will suggest you the most expensive uncomfortable shoes so they could make a sale. This is why I left! People that work at this company are a bunch of cats! DO NOT BUY. PLEASE. read more

I tried to return a pair of shoes that were TERRIBLE in build quality and sizing, which I had purchased the previous day. The SA had told me the shoes would break in... more like break apart completely. The customer service was terrible. The SA was friendly to me before realizing I was making a return; she then hurriedly passed me off to the manager, who was not at all friendly. She refused to refund or exchange my shoes based on their "unworn condition" policy. I understood the policy regarding returning items in resellable condition; I wanted her to understand that it was extremely unprofessional to sell a customer crappy shoes telling them they will "break in" and then forfeiting any responsibility when they fall apart A DAY LATER. They have lost a loyal customer, along with my friends of family, who know of my experiences there. It's a shame to lose a customer over something like this. Know the store return policy before you buy, or just don't buy from a store that will tell you anything to make a sale, and ignore you when you need customer service. read more

Sales people just huddled at the till even when its dead. No greeting or assisting. Asked if they have removable insoles, sales person looked bored and disinterested. After 5 minutes of me browsing through most of the shoes and checking each one for removable insoles she tells me no most of their shoes have their insoles built in. Thanks for wasting five minutes of my life that could've been spent elsewhere. Fine whatever, not like I wana buy your granny shoes anyways. read more

I went in to the store to buy a pair of birks. Told the girl with short hair that I wanted a size 39. (I tried them on before and I knew that was my size) she asked me "Are you an 8 or an 8.5" In a really rude tone. I said I'm an 8.5. She said "well then you are a 40 I will get you your actual size" she comes back with them and they are way to big. Then I told her ok I know the 39 fits so I want that one. She proceeds to talk to me like I'm stupid in a rude tone. Telling me she's going to be blunt with me and that these are not a fashionable shoe and if I want something fashionable I should get something else! Excuse me? Is that how you get sales by talking down to your customers. How do you know I don't think these are a fashionable shoe? Maybe I think they are fashionable! Anyways I asked her to put the shoes I wanted on hold and she says to me she wont put them on hold. So I left and came back the next day.. This other girl was friendly helped me out and got me the correct size which I asked for in the beginning. AND PUT THEM ON HOLD FOR ME!!!! Anyways do not take any advice from the extremely rude girl with short hair. She doesn't know what she's talking about and she's an asshole) sad to say I believe she is the manager. 1 star for this rude bitches attitude! read more