Waterloo, Canada
550 King St N Unit B15B
N/A
+1 5198830220
Kerbside pickupIn-store pick-upIn-store shopping
Wheelchair-accessible car park
I have shopped at SoftMoc for years and always had great customer service there! Daniela has helped me out many times and I would recommend everyone to go see her there!
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I was looking for highly comfortable "vegan" shoes. The staff was kind and helpful and I was able to find what I needed. Great experience. Thanks so much!
I went to Conestoga Mall Soft Moc on Black Friday and had very pleasant service.
I bought two pairs of Birkenstock’s for nearly 400. I had to come back to exchange my pair because one of them was the floor model which was very noticeably lighter in colour and scratched up from people trying it on. When I returned to make the exchange, instead of saying anything understanding or apologetic, the man with the blonde highlights said “Well it’s still the same leather”. I don’t understand why there’s a point of pushing back since there was a brand new pair in stock and mine looked ridiculously different. When I said “thank you, have a nice day” he said “yeah”. Just an extremely unpleasant experience. I suppose people come here for the shoes not the customer service anyway.
Got a pair of boots as a gift at the end of February, the gift receipt showed it was bought mid-February and SoftMoc's return policy is 75 days. I wanted to return the boots and tried to return them towards the end of March, it was then that I found out SoftMoc was closed for the time being due to covid-19....so I called the corporate headquarters and they said because I could not go to the store due to covid, they would honor their return policy once things opened up. As you can probably guess, they refused to give me a refund because it was purchased in February but I physically couldn't return them because they were closed due to covid. To their credit, they gave me in-store credit, which is useless because I can't buy food with SoftMoc's in-store credit. In summary, the refund period ended during the time when everything was closed due to covid and even though Softmoc's headquarters told me they should honor their refund policy, this branch did not. Avoid this store at all costs.
I like the selection at SoftMoc and I have no issues with the store, but the staff at this location brings it down to a 2. With the exception of one employee, the rest are unhelpful, lazy, and seem to like their phones more than the job. I found a pair of shoes I liked that would've been perfect a half-size up, but I was just told they didn't have them. I tried ordering them myself and got the wrong style. When I exchanged and asked if they could ORDER my style in a half-size up, it was available. I could've gotten my shoes so much quicker if the first girl just told me they could order them in the first place. The manager should teach his employees basic customer service, it isn't hard!
Incredibly slow staff. Poor inventory. A manager who hides in the back. Even the quality has steeply declined in years, I can only guess their Chinese factory workers have forgotten what feet look like. Did my Christmas shopping here, bought a duplicate I'm not stuck with because they won't do returns. Manager was unhelpful and not even willing to raise this issue with head office.
Went here yesterday at about 3:00 going to blow 250.00 on a pair of blundstones. I picked one up and was met by some lady with dark hair saying "what?" I asked for a size 12 or 13 in men's, she just said "they're unisex". Then she came out, shoved the box at me and said "here's a 12". I just knew they had blundstones and not many other places did, for any other reason I would never come here. I actually can't believe I'm about to spend so much money and just get treated like garbage.
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