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October 2024 by Jolyane Jung
I recently had a disappointing experience at SoftMoc in Metrotown. I selected a boot from the display shelf, and after waiting nearly 20 minutes for assistance, an associate came back only to tell me they couldn’t find the matching box. I asked them to double-check since it didn’t make sense for one boot to be there without the box. After another 20-minute wait, they returned and told me the same thing—that it wasn’t available and suggested I order online.
The store was noticeably getting busier, and I saw several other customers waiting around for help, with no associates visible at the front of the store. Overall, it felt disorganized and unprofessional, which was frustrating as a customer. Unfortunately, this experience made it unlikely I’d want to shop here in the future.
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October 2024 by mariana l
Ben was super helpful and I found really good shoes for a good price.
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October 2024 by Esli
The staff was rude.
There’s only one Indian staff member here, and he serves Indian customers first, even when I asked him first. When I asked if there was another size for the shoes, he only checked for about five seconds and told me there wasn’t any. I wonder if he really checked.
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October 2024 by J M
Went to pick up online order. Called store from inside Metrotown mall as nearby directory not working. Received only voicemail. Finally located store and found 3 female employees standing at desk without a single customer in store.
While trying shoes I noticed there was no attempt by employees to come out from desk and assist any customers that came into store. Customer service nonexistent
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October 2024 by Eli K
lower prices when they're on sale than prices in other stores such as Browns.
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October 2024 by Kamil
Terrible employees they are lazy and very rude. I do not recommend this location at all. They need to work on their customer service.
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October 2024 by Cat Valentine
Came around 3 PM today. Two employees refused to call another store to help me find a different size of shoes. They kept saying "actually you can call yourself" then when asked for the manager, they said he was on his break, then disappeared to the back of the store. Lazy employees.
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June 2024 by Nau Jene
I recently visited SoftMac Shoe Store to return a pair of unworn shoes I bought online, and my experience was infuriating. The customer service was downright appalling. When I approached the customer service desk, a representative named Pramb flat-out refused to accept the return, arguing that the shoes smelled like petroleum. I explained that the shoes had this odor from the moment I received them, which I assume is because they were new. This is not uncommon for certain materials and manufacturing processes. This is the quality SoftMac is selling.
However, Pramb refused to listen to my explanation. I asked to speak with the store manager, and Pramb had the audacity to lie to me, claiming he was the store manager. Instead of looking up my order or addressing my concerns, he called for security. This was not only completely uncalled for but also incredibly unprofessional.
Then, a woman named Liba, who identified herself as the area manager, finally intervened. She admitted she had been watching my conversation with Pramb from the side and only decided to get involved when security arrived. Her reluctance to step in earlier was cowardly and absolutely infuriating.
Overall, I would not recommend SoftMac Shoe Store to anyone. The staff, particularly Pramb and Liba, displayed a shocking lack of professionalism and basic customer service. Save your time, money, and sanity by shopping elsewhere.
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June 2024 by Tanja Vrljanovic
Very helpful location! Great service from staff, quick and efficient. I ordered something to pick up in store and it was ready in less than 24hrs. Amazing!
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June 2024 by Sarah Combe
Very pleased with my purchase. The staff were friendly and knowledgeable about their products and check out was quick and easy. Thank you!
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February 2024 by Liam Simmonds
Tried to call 2 soft moc stores and ask about a certain brand of shoe I was looking for, neither store answered. When I walked into the metro town store I couldn’t find what I needed and staff was too busy to greet or help me. No phone service, no in store service. Don’t wonder why people choose online over brick and mortar when you treat your customers like that!
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February 2024 by Matthew Z
Absolutely ridiculous. I was told from the surrey store that they have two available shoes in stock and they put my order on hold. However, the metropolis staff told me they couldn’t find the order or matching size shoes…left me very desperate and disappointed after coming all the way to grab it…wonder what kind of incompetence could make mistakes like this…
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February 2024 by Paul G Schappaugh
Shopping with partner for a pair of all-weather hiking boots. Found what we were looking for on sale during Boxing day sale. Typical mall store.
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February 2024 by D B
Great as always, good prices, friendly staff and excellent returns/exchange policy ?.
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February 2024 by Ronnie Simp
Absolutely ridiculous. I was told from the surrey store that they have two available shoes in stock and they put my order on hold. However, the metropolis staff told me they couldn’t find the order or matching size shoes…left me very desperate and disappointed after coming all the way to grab it…wonder what kind of incompetence could make mistakes like this…
