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 Inc

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

• 

  Soft-Moc

  100 Bayshore Drive Nepean, ON K2B 8C1

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:21/03/2025

  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 went into the store to exchange for a different size. They stated they don't do exchange without a paper receipt. I stated there must be an error when processing add I never got my receipt. I showed my credit card transaction and they denied.
  I called the 1800 number they stated the store can do a receipt search. So I went back to the store and they refused to do one. Then I emailed and explained they are refusing but no to avail as they only have one answer.

  Business Response

  Date: 25/03/2025

  Good afternoon from SoftMoc,

  I am writing in regard to the request to locate your in store receipt. At SoftMoc, a receipt is required for all returns and exchanges. We are not able to perform a receipt search with the information on your bank statement. While a bank statement is proof of purchase, it does not contain details related to the purchase within our system, and the purchase must be located for the exchange to be processed within our systems.  All customers are provided a receipt during the original transaction and we understand if this cannot be located by the purchaser. I have searched our systems via your email, and was not able to locate a purchase for the total amount mentioned in your dispute. For any future purchases, we recommend utilizing you online Rewards Account, where you can populate your purchases made under the Rewards Account and locate a copy of the receipt.

  I sincerely apologize for any confusion regarding the ability to search for the receipt. Should you be able to locate your receipt, you are welcome to reach out to our Team and they will look into assisting you with an exchange.

  Warm Regards,

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

  Online Customer Experience Manager

  Customer Answer

  Date: 25/03/2025

  I am rejecting this response because:

  I'm sure they were the only pair bought that day. I've included a picture with the scew please send my receipt promptly.
  
  
  
  ******* ***

• Initial Complaint

  Date:17/03/2025

  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.

  On March 9, I ordered a pair of shoes from SoftMoc at **** ******** Mall for home delivery. On March 10, an ***** Delivery courier attempted to contact me around 5:00 PM, but I missed the notifications. When I checked my messages about 30 minutes later, the delivery status was already marked as “Completed, handed to customer.” The courier later claimed that someone under my name had signed for the package.
  
  However, I never received it. The apartment management confirmed that no staff had accepted the delivery. The so-called “proof of delivery” photo only showed my apartment number—no package, no identifiable recipient. Security footage clearly shows the courier entering the building with the package, ********* ******** and then leaving at 5:01 PM, still carrying it. *** ** ****** ************* *** ********* ****** ******* *******, *** * **** ***** * ****** ****** *** *** **** ********** ** ******.
  
  I contacted both SoftMoc and ***** Delivery, but their responses were frustrating. ***** dismissed my complaint, insisting that “arriving at the address constitutes successful delivery.” *** *** **** ** ********** * ********** ********* SoftMoc, instead of addressing the issue, blocked my account upon receiving my complaint (********** *********, depriving me of my right to appeal.
  
  As a consumer, I paid for a product I never received and was met with illogical excuses and indifference. **** ********** *** **** ** ****** ************ ** ******** ********** **** ********* ** ****** *** ******* ******* ********* I formally request:
  
  A full refund of 104.99CAD and a written apology from SoftMoc and ***** Delivery.
  A policy revision requiring proof of delivery to show the recipient or an authorized representative holding the package.
  ** ************* **** ***** ********** ********** **********

• 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:10/01/2025

  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 Nov.27,2024. I have not received them yet. Tracking shows them still sitting in a warehouse and shipping status has not been update since Dec. 2. I have tried contacting company by phone and email requesting my money back and they refuse to do this until the complete an investigation. This has been over a week now. It took me days to reach someone as their phone system hangs up on you and email just sent a response saying they will investigate and another generic saying they are too busy to answer emails. I do understand shipping is out of their hands. But they can certainly cancel the order and return my money. They even sent me an email asking me to review my shoes. I want my money back.

  Customer Answer

  Date: 05/02/2025

  This matter was resolved. They finally issued me a refund. 

• 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:29/11/2024

  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.

  Order place Nov 9, 2024 ** * ***** **** * **** **** ** ******* ***** *** * ****** I have purchased from them for several years at various locations with no issues, until 2 weeks ago that is! I purchased 2 pairs of shoes and asked them to be delivered to 2 different locations. The first pair of heels, was delivered without issue. I received an email stating the window of delivery time, and confirmation, along with an image of drop off and we collected the package right away from the porch. The second order was a pair of runners, was a different story all together. I was sent one email stating they are out for delivery and got nothing more. I checked the tracking link and found a few days later that they were delivered. No email, no images, no knock or ring of the doorbell, no package, nothing. The package was never collected. I reached out to customer service and after their 2 week investigation, I have been told that it’s my problem. No credit, no refund, nothing. Even though we were NEVER INFORMED that the shoes were indeed delivered. If they had handled the order the same way they did the heels, there would have been no issue, we would have gone out and collected the package. But because their courier, dropped the ball, I am now being short changed! Terribly disappointed. * **** ** ****** *** **** ***** *** ** ****** ** * **** ***** ******* ***** ******** I will no longer deal with Softmoc again unless their customer service representatives can provide fair compensation.