Absolutely horrific customer service! They have been so difficult to deal with! They are very unhelpful and don't even reply to my concerns with ill fitting shoes. I have NEVER experienced a company that is this horrible to deal with! You won't even get any help from the owners of the company! BUYER BEWARE! Do yourself and your loved ones a favour and buy your shoes elsewhere! Will NEVER Shop here again!!! read more

I love walking on a cloud in general. I bought boots too small and need to return them for a larger size. They will not pay the shipping even though I was going to buy another pair. Terrible customer service!! I said the heck with it. read more

What an utter waste of time ! Ordered a pair of boots, waited for shipping confirmation after verifying the size, and received an email a week later that they no longer had the size in stock. They apologized and offered 20% off. Right. I'm going to waste more of my time trying to find something else (they don't even have my size in most items), only to have this happen again (from which I am seeing, is potentially likely). Either there is some major issue in accounting for inventory or staff/owners are oblivious of how to fulfill orders, maybe both. Either way, I wouldn't waste my time. It's too bad, because I try to support smaller/Canadian retailers. read more

I ordered from this company before and had few problems. In fact, the entire process was easy and efficient. This time was a different story. I ordered a pair of work shoes and a pair of boots on Nov 6th. Today is Nov 17th and I received the shoes, but no boots. The website kicks me off when I try to log in and their mailbox is full. I called them three times last week. The first time they told me that the boots weren't in stock yet and the order would take longer, but I would have it by Friday. Friday came, and no email confirming shipment. I called them and no one retuned my call. I did get a confirmation at 4pm that my order had shipped and would be in in Monday. I missed the delivery and when my boyfriend went to pick up the parcel at the store, there was only one box. So I still have yet to receive any sort of update on the boots, which cost me over $230, but I've been charged for them. This doesn't sit well with me. I'm tempted to call them and ask not to have the boots shipped and demand a refund. Terrible customer service. And returns can't be taken to the store, but have to be shipped back to North York via UPS ant the customer's cost. Not a good company. Completely negates the convenience of shopping on line. read more

Do not order from this company online. I placed an order with them for snow boots because they had the boots I wanted in stock and promised 3 - 5 day delivery. I received confirmation promptly and then nothing. A few days later I checked my order online which said "pending". So I waited. After a week I called and was told the boots were backordered, would ship in 4 days. When I asked why I wasn't notified I got, "Yea, you shoulda gotten an e-mail about that." I didn't (and I did check spam) Five days later, no communication from them and still "pending" on-line. I called again and was told that the boots were now unavailable. Again, I asked if someone thought it might have been a good idea to let me know. Again, I got "You should have been e-mailed about it." Knowing that it should be in their system if I was I asked. Nope, no e-mail ever sent but she could offer me 20% off my next order. There will be no next order. read more

The customer service from the website is by far the worst I have ever experienced. I ordered a pair of shoes at the beginning of June 2020. I was informed after about 1 week of an order backlog (due to COVID 19), which I expected. I did not hear anything from them since, so after more than 30 days (July 10 to be exact), I called the customer service line. They had not even touched my order. The customer service representative says that since the order was placed more than a month ago, the order was no longer on the system and had to be remade. They did not have any of my payment information on file. I asked: "So, if I didn't call in today, I would have not known that my order had been effectively cancelled?" And the rep confirmed that this was the case, with no care, remorse, or anything. Blatantly just like "whatever". It's not clear that this company cares at all about customer loyalty. I understand being stressed out (and the rep did say that he is the only rep...like no one else works there at the warehouse?). There was some "technical difficulties" with the system and the rep got back to me 4 days later and requested all of my payment info again to remake the order. Again, I was frustrated with the lack of customer care and again, the rep didn't give a f****. They didn't offer anything for my trouble, they didn't claim any responsibility or accountability - just said things are busy! Trash trash trash company. You have lost my in-person and online business. Can't wait for your bankruptcy! read more

DON'T BUY FROM THIS ONLINE SHOE STORE UNLESS YOU WANT TO LOSE MONEY OR HAVE TIME TO WASTE!! This was the worst online shopping experience I have ever had. First of all, the shoes I ordered were there online, and the person I spoke to at the call centre ordered the wrong shoe. I then had to waste time walking to a ups delivery location, and I have bad knees. Then another 3 weeks later I was told my original shoes were not available. I was also told originally I would have the shoes in 3 business days. Then I spoke to the manager, Mark and he talked me into buying another pair of shoes with a discount. I wish I never listened to him. First of all, I had to constantly push him every day to get my original refund for $184.00 I got it 14 days later on my mastercard. He wasn't apologetic at all about the time wasted, and did brush me off near the beginning. Then when the other shoes arrived that didn't fit, he said a full refund wouldn't happen until the shoes were returned, via shipping which he wasn't clear about. Then for the 2nd refund transaction, I didn't get the money back and I had to call constantly and email every day to get the money. It took 11 business days after the original transaction, and he ahd to send the money by email transfer. It also didn't work the first time, so I had to email him again. I literally called/emailed this company every day for 4 weeks, and the manager not once apologized for my wasted time. The worst part of the story is that when I went into the retailing walking on a cloud store they had the original shoes I wanted, and I got them no problem. Which means whoever is running and working in the online store does not know what they are doing. I thought this would have saved me time originally, but I guess not. Don't use this company or buy shoes online unless you want more grey hairs and stress in your life. Never again. read more

I'll never never never order shoes online again from this company which puts return shipping costs on the customer. I had to send them back again for a bigger size, then send them back a second time to return them because the fit it too narrow. I'm out over $30 and have no shoes to show for it. Argh!!!!!! read more

Same as many others, i ordered online because the store (Upper Canada Mall) had very few Josef Seibel shoes, but online they had tons. Never, EVER, thought they would make customers pay to return an item rather than being able to return it at their retail store LIKE EVERY OTHER ONLINE STORE with retail outlets. Never again. Will stick with Soft Moc. read more

I WILL NEVER BUY FROM THIS CANADIAN COMPANY AGAIN! 1ST, When I originally ordered the shoes online, I was told I would have it in 10 days (in time before Xmas), but then they sent me an email a week later saying it would be three weeks! It finally came in just under 3 weeks, missing Christmas completely! 2ND, I decided to return the shoes I got because the leather was scuffed up (as if it was tried on many times before in a store) 3RD, The return process turned out to be total HELL! I think they do this on purpose so you wont return it. Here is why... A. YOU have to pay for shipping it back to Canada! (which was $40 for two pairs of shoes) - which they do not refund. B. Due to store policy requiring returns only via USPS. This means GOING TO THE POST OFFICE (vs shipping from home online). They will ship it to you via UPS, but they will not accept UPS or anything else when returning it (ONLY USPS). C. Due to custom laws, you have to fill out tons of customs paperwork, sign your life away, and include the paperwork in a fancy envelope on the outside of the box. There are a ton of import export custom codes for the paperwork that you need get yourself. D. The shoes arrive at your home with NO shipping paperwork, invoice or receipt in the box - which their website says is necessary/required in order to return an item --- making it even hard to return it. If you are in the USA, DO NOT ORDER from this company if there is any chance you will need to return it ---- because returns are a complete HEADACHE! read more