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

  32900 South Fraser Way Abbotsford, BC V2T 4M5

• 

  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:03/04/2025

  Type:Service or Repair 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.

  Hello.
  
  On April 28, 2024 I purchased a pair of ** ******* from SoftMoc's online store for $207.19 CAD after tax. After ~6 months of casual wear, the outer strap of the right shoe came off completely on October 30, 2024. I checked SoftMoc's website to see if they had any warranties, and found clearly stated on their website that they had a 1-Year warranty for manufacture defects. ******* *** * ********* ******* *** *** ******** *** ****** ***** I did not rush to go in to submit a warranty claim.
  
  Yesterday on April 1, 2025, I went into the *** ****** SoftMoc in Victoria BC to submit a claim, and was told that the company had recently changed their warranty policy to 6-months, and therefore they will not replace my shoes. Today, April 2, 2025, I contacted their customer care chat on their website and was told the same thing, and that the policy was "effective immediately" as put in place by "upper management".
  
  This seems ********* *** unfair to me that they are refusing to uphold the terms of the original warranty, that was in place at my time of purchase. * **** ****** ***** ** *** ***** ** ************* ****** *** ***** ** ** ********** *** ****** * **** ******** *** ********* ** **** ********** * * ********** ** ***** ******* **** *** ******** ********* ***** ******** ** ***** * * ********** ** ***** *** ********* ***** ****** ***** ** ***** * * ***** ** ** ******** ******* ***** ** ********* * * ***** ** *** ********* ****** * * ********** ******* ******* *** **** ** *** *** *** ***** ***** *** ** ******* * * ********** ** ** **** **** ******** **** **** ****** ***** ** ***** * **** ******* *** ** *** ****** ****** ******** ******* **** ***** **** * ****** ******** ** ********* ********* *** * ** ****** **** **** **** ******* ** ******** ****** ******** * ******* **** ******* ***** ** ** **** *********** *** ***** ************ ******** *********.
  
  Thank you.

• Initial Complaint

  Date:16/03/2025

  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 received a gift card for Christmas and ordered 3 pairs of shoes from SoftMoc online. I had to return one pair and received a store credit. When I went to use my credit, I was informed the company no longer ships to the US, and they cannot honor my credit nor transfer it to another form of payment. I received no notifications, and when I contacted the customer service department, I was told there was nothing they could do. **** ** ******* * ********** **** ****** **** ********* ****** *** ****** *** **** ** ** ***** ********** **** **** ** *** ** ***** *** ********** I DO NOT RECOMMEND SHOPPING WITH THIS COMPANY!

  Business Response

  Date: 25/03/2025

  Good afternoon from SoftMoc,

  I am writing in regard to the dispute received regarding a purchase at SoftMoc USA.

  The company of SoftMoc USA has ceased operations and is no longer in business. SoftMoc Canada is not obligated to honor any outstanding gift cards, e-gift cards, discounts or similar items, and we truly apologize for this inconvenience.

  Warm Regards,

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

  Customer Experience Manager

• Initial Complaint

  Date:21/02/2025

  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 returned a brand new pair of unworn boots to their warehouse and now they are refusing to provide me with the agreed upon financial return.

  Business Response

  Date: 25/03/2025

  Good afternoon from SoftMoc,

  I am writing in regards to the dispute of $135.59.

  I do see that your order was received by our Online Returns Department and was refunded to an E-gift Card on March 11,2025. The refund was not processed to a credit card or debit, since the purchase was originally paid for via gift card. All refunds are processed back to the original method of payment.

  It is also noted that the gift card issued to your email, was used to purchase *********** on March 16, 2025. Since the gift card issued to you and then used towards a purchase, there is no refund to issue in the amount of $135.59

  I sincerely apologize for any confusion this has caused, and hope this response brings you clarity. Thank you for choosing SoftMoc, we truly value your business and wish you a wonderful day!

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

  Online Customer Experience Manager

• Initial Complaint

  Date:16/02/2025

  Type:Delivery 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 placed an online order for a pair of shoes on 1 February which were supposed to be delivered to me February 5. The tracking information they provided me had zero updates on it so on February 10 I contacted their customer service and asked for an update and they told me that they would open investigation and I had to wait 3 to 5 business days but they would contact me back. I heard nothing so on the 15th I reached out to the sophomore customer service again and asked where ** ***** my shoes were asI still hadn’t heard anything. They told me that they were delivered on the 11th. I assured them that they were did not delivered to me. They told me had proof of delivery from the courier company, so I asked them to send me the pictures. They sent me the pictures and it is not my house or my address. I’m not sure why they were delivered there. The address on the order was correct. They just dropped them off at some random address somewhere in the city apparently so I asked the ********* customer service agent send me out a new pair. I was told no I had to wait another 3 to 5 business days for them to reach out to the courier company and ask them to go back to the address that they delivered them to and try and retrieve them. I said this was not satisfactory. I wanted a new pair sent out to me. It was not my problem that they chosen *********** courier service I asked to have my case sent to a manager. The manager responded and told me the same thing **** ** *** **** *** *** ** and I would have to wait another 3 to 5 business days while they did another investigation, I again told them that that is not right.You’ve had my money since February 1 and I would like my shoes. Secondly, I do not want a pair of shoes that was left at random person‘s house. How do I know they haven’t been wearing them that is not right to expect me to wait yet again it is 17 February. I still do not have my shoes and I have no idea when or if I’m going to be getting them.

• Initial Complaint

  Date:13/12/2024

  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 ordered 4 pairs of shoes. The website says free shipping all over it.
  Unfortunately I can't prove the price I agreed to, because they only emailed a total cost reciept. I feel like ******* you need to provide an itemized reciept.
  My shoes came and they charged me $8 per pair of shoes. A price I know I would not have agreed to.

• Initial Complaint

  Date:13/12/2024

  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.

  Date of Transaction: Oct 4, 2024
  Amount paid to the business: $268.79
  Details: Bought a pair of winter boots from the company. Their chosen delivery company left the package without any notices nor authorization to a common area of my apartment lobby which was then lost by the time I went to look for it. Company didn’t provide any up to date tracking information. Company’s own tracking system provided incorrect information which resulted in significant delay of noticing package delivery status. Reached out to the company via email first asking for a refund or reshipment. Request was denied. Reason of denial was the delivery company refused to take responsibility which was later found out * *** after I contacted the deliver company myself. Was told that the delivery company had never received any investigation request from Softmoc. Asked softmoc for a file number they created with the delivery company, was denied to provide that information. Also called the company after receiving the email denial trying to further solve this issue. The answering agent was willing to process a reshipment for me after listening to my case, but was later stopped by her manager during the process. Called again to request to talk to their manager, but the second answering agent refused to put me through. After a few requests, she put me on hold to talk to the manager herself and then returned back to me claiming she had to end the call. Had a few more email conversations after the phone calls asking for their standard policies and investigation file number with the courier, all were denied. And the email communication channel was closed by softmoc ********.
  Expected solution: A full refund from Softmoc.

• 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: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: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