Unfortunately I have to give one star in order to leave a review! I had just done a email review that was sent to me by softmoc ranting and raving about the amazing service I got at this location previously now to come in with my family (hubby & 3 kids) to be met with such rudeness and annoyance by the store manager (LAURA)!!! She was annoyed when we showed her what shoes we wanted but we’re unsure of our kids size (as kids grow so fast) and she told me to measure them and where to find the measuring thing!!! How am I supposed to know how to use this thing when I don’t work here??? When I think I figured it out I asked if she had the shoes in two different sizes she flat out told me NO without even checking!!! In fact every shoe we asked for was out of stock in this store and was told to just buy it online and have it shipped to my house!!! In all honesty if you don’t like your job you shouldn’t be doing it!!! I wish Nicole was still here it would have been very smooth purchases I will definitely not be back to this location!!!

I bought a pair of shoes at another Soft Moc location and after 3 weeks they were damaged. I happened to be close to this location, I went in to inquire if anything could be done. I did not have the receipt! The service was the most unpleasant, condescending and disrespectful. I thought that not having the receipt was the reason. Luckily, I found the receipt and went back the next day. It went from bad to worse. I could write a few pages of a book example of horrible customer service from the sales staff to the store manager. Here is just one example, when the refund was being reimbursed on my credit card, the store manager asked me if I had the same credit card that the purchase was done. I said yes, I own only ONE credit card. I had it in my hand, when she grabbed the card from my hands without asking for the permission! I have never felt so humiliated and disrespected! I hope that Head Office reads these reviews. Not to mention that I am a mature working professional in customer service field.

I have been to this location a few times over the years, and have unfortunately been disappointed every time. Not sure if it’s the manager, but the reception on her behalf is cold at best. Overall I have a hard time finding shoes in my size, and I was immediately shut down the last time I went in there that “no we never carry 11’s, just so you know most stores don’t”. Well, I’ve been getting shoes my whole life so that’s just not true. As I was finally just walking out the door she offered to order something online if I wanted it. I said I would do that myself. I just wanted to leave the store. Before all this, one staff walked right by me without greeting me (in fairness he was helping someone), so I stood by the counter where the manager was and she took a few minutes to look up from what she was doing at the computer to even acknowledge me. I will not go back to this location, and I don’t recommend.

No one asked me if I needed help. I had to go to the counter to ask for my size on a shoe. The blonde woman working seemed annoyed that I was asking for something. After telling her the shoe I tried on was too small and I'd like to try a size up, she went to the back, got the next size, handed it to me and walked away to go back to the counter. If she had left to help someone else I would have understood, but to walk away to go back and hang out with the other sales associate was a clear sign to me that she was not interested in selling anything. I had to keep going to the counter to ask for what I wanted. There were other people in the store and no one was being helped by the staff. I left empty handed and will never return. There are many shoe stores in Toronto. I'll happily give my business to a place that wants it.

I placed an order online to pick up at this store. I wondered what could possibly explain the 3.something stars. Well, now I know. When I walked in, there was no staff in the store. I could hear the staff in the stock room having a discussion - one of them was complaining about someone - while there were about 10 customers in the store milling about, trying shoes themselves. It took about 5 minutes before a staff member came out from the stock room and she gave me a look of contempt. Is it too much to expect the staff to look customers in the eye, to try to help, and to say thank you? Is it too much to ask for there not to be garbage spilling out of the garbage can and on the floor, or for shoes that customers have tried to be put away?

Item was marked down to a sale price of 49.97. At cash, the item rang up as 99.97. The nice cashier told me she had to call corporate customer service to get me the price adjustment. Customer service told her she would be sending the discount codes. We waited for them to send the codes and called again because it was taking a long time. We were then told that they couldn’t honor the price and could only price adjust to 64.99. This type of bait and switch shouldn’t be legal. We were forced to pay the higher amount after 2 hours of waiting at the store while the cashiers argued over the phone with soft Mocs customer service. Sad that a Canadian company can’t do right by their customers over 15 dollars.

This location does not deserve one star. Visiting it was the worst customer service experience I can remember having in any shoe store, SoftMoc or otherwise. I was offered no assistance—or even acknowledgment—after being in the store with a display shoe in my hand, for half an hour. After waiting another 15 minutes for information on a shoe size, when the service person did not reappear, I left without having been given even an opportunity to make a purchase. Also, justifiably angry over the waste of my time, and the oblivious and dismissive staff. I have had problems trying to deal with SoftMoc both before and during the pandemic. I won't be bothering to try my luck with the company again.

I have never experienced such terrible customer service. I went to the store to exchange a pair of shoes. However, apparently SoftMoc has a policy that you cannot exchange the exact same shoes for the same price if they are different colours. The manager said that she was unwilling to help, even after she admitted that the size and colour I was originally looking for wasn't being made anymore (thus my need to get the size I needed in a different colour!!!!). Now I am stuck with a pair of shoes that don't fit me (as they were a gift). Her only suggestion - return them. Good work Softmoc - take back your sale from the customer and guarantee that they won't EVER want to return again.

My wife and I drove all the way downtown to this location because it had the most shoes in stock compared to others (according to the website). We were looking for comfort Fall shoes but had little idea of what we wanted. The store was busy and it was close to the closing hour, and we must've tried on dozens of different shoes... The staff were extremely friendly and kindly took their time to tell us more about comfort shoes, which my wife and I had little knowledge of. We were happy with their service, it was very pleasant shopping experience. Although the store is far from us, we will be coming back again. My wife and I found the perfect pairs of comfort shoes.

Great service by Bree. I was greeted with a cheery hello as soon as I entered the store. Bree gave me a few minutes to browse around before asking how she could help me find something. I was looking for stylish boots to keep my feet warm. Bree showed me several different styles, and I selected 2 pairs. She also went out of her way and took time to call SoftMoc head office to get me a store credit for shoes that I had purchased on-line over 2 months ago -- all in the midst of a busy Sunday sales afternoon! And, Bree kept on smiling! Thank you for making me feel welcome and assisting me in my exchange.

Staff is super rude. A customer was waiting to speak to someone when the manager looked up and said “I’m busy”…it was so rude the rest of us in store noticed. That customer commented on the poor service and said she was leaving and as she was doing so the manager said “good riddance.”Absolutely appalling. The three customers in store who witnessed this complained to head office. Not sure what they plan to do with this individual and the obvious string of negative comments/experiences below. Will never go there again.

I was trying on shoes when I witnessed a customer at the cash register trying to pay for shoes and getting the manager's attention who was on the phone with another customer. The manager's response was racist. Instead of saying something like "I'm with a customer thanks for your patience, I'll be with you in a moment" or better yet putting the other customer on hold, the manager said "I'm with another customer, we don't interrupt people in this country", attacking the lady for her accent.

The store is ok…but customer service isn’t. My husband went to the store to make a return and got there right at closing (literally 7:00 on the dot). He held up the bag and motioned for them to please let him in…but they just shooed him away with dismissive hand gesture. They didn’t even have the courtesy to open the door and speak with him. Gone are the days when customers are so valued that a little extra goes a long way. It’s too bad really. We won’t be going back there.

They are not being able to pick item up service now. They said there was no notice from head office. So some people was there for picking up, but they couldn’t get it, also me,too. I got mail that there were ready for pick my order up, and msg, too. That’s why I went to there, really need to get toddler boots. So disappointed that. Even though they should call the head office first and answer right away, but they told just excuse. So unprofessional customer service.

I walked in yesterday (Mar 4 2022) and the 3 women behind the counter stared at me as if I were interrupting their conversation. It made me so uncomfortable I actually had to leave after about a minute. They didn't say anything to the customer that came in right after me either who also promptly left. Management: training your staff on good customer service (i.e maybe saying hello to customers instead of just staring) might go a long way!

The service was awful and very confusing. It should not have been this complicated. And it took for ever to cash out plus I was being ignored. I don’t know what was going on. This seems to be an on going thing at this location. Really disappointing since it’s one of the few shoe stores on bloor. I had another experience where a girl opened the shop 15 mins late so she could have a cigarette out front. I’m fed up. And never going back.

The staff at this location is rude, unfriendly, unprofessional and unhelpful. Including the manager. Living close by and with kids that often need new shoes, too bad we have to avoid shopping at this store. I see responses to other reviews advising to email to customer support. If you care about your business, you have enough information to address the obvious problem, why to ask people to duplicate the reviews into email??

Horrible customer service, staff is incredibly rude in particular an older woman with short blonde hair has the worst attitude I’ve ever come across, she will be sarcastic and rude when you have questions, avoid her at all costs. Staff will tell you an item you want is not in stock when they have it in the back, you really have to stand your ground to get them to do anything, completely useless store. Won’t be returning.

Terrible service. We bought two pairs of different sizes specifically to try at home and bring one back. I brought one back but was not refunded only because I did not have the original debit card with me. My wife had it at the time. There is no mention of this requirement in the receipt. Thanks. Don’t shop here. “Credit/debit card refunds will gladly be processed to the original card”. No they won’t.

As others noted, terrible customer service. There were 4 staff at the cash talking while I was standing right in front of them holding a shoe. I had to interrupt them to ask for a size as they did not seem like they were going to acknowledge me. If you want to go to the SoftMoc, go to the Eaton centre location where the salespeople have customer service skills.

What a joke. Store staff has zero customer focus or any sort of decency of friendless. Asked for a shoe and lady was rude - no eye contact and says "that's the last pair" , asked for other model and without even checking the system says no stock. Walked out and never again to return. Store manager - teach your staff about some retail experience and courtesy!

This store does not have a good selection of styles or shoe size. It's a shame as location conveniently licsted on Bloor Street West. Unfortunately, the staff are inconsistent as it relates to customer service. I have observed that customers can walk in without acknowledgement from staff. I would recommend one shop at the other SoftMoc locations.

Came in today around 2PM with every intention of purchasing a pair of Uggs. Asked the sales associate for help with sizing and the attitude that I received back completely threw me off. It was unnecessary and actually caused me to walk away empty handed. I know we all have rough days but that was super unfortunate and disappointing.

Would never go to this store again. Very small and busy and only 2 staff working on a Saturday. The girl who served us was obviously unhappy with her job, and was rude, unprofessional and unhelpful. Seriously if you hate your job so much then leave, because you were not meant to be in the customer service industry!

I had a very frustrating experience trying to buy some ankle boots. I was going to buy but the sales attendant disappeared and left me with one shoe. I asked the lady at the cash if she was coming back and got a vague answer. I finally just left the store after wasting 20 minutes or so being patient.

Many times, the sales associates do not even acknowledge that there is someone in the store..no Hello. .how are you? I do not like when a sales associate ask me as soon as I walk in a store...how may I help you? But at least say hello or just smile. Nice convenient store close to home to shop.

Great selection and display. Store manager very friendly and helpful. Was helped by a blonde associate (believe the name was Keller?) who was super helpful and had great suggestions. Honestly the best Soft Moc I’ve been to and will definitely be coming back

I felt bad from the moment I walked in the door, the customer didn't answer any questions, and the attitude was very, very, very bad... I wondered if this was racism... There are two female employees .. This store doesn’t deserve even a single star.

Worst customer service. Employees don’t acknowledge you and when you ask for help, they make it seem like you’re inconveniencing them lol. Deal with the problem and hire better staff - quit copy and pasting the same response to every complaint. xo

Staff are rude and disrespectful! They have zero clue about the customer service…store smells like weed, usually in the evenings! I occasionally found the staff smoking pot at the door with friends! Don’t go here they’re not helpful at all.

They always have my favourite shoes brands (often on sale). The staff was extremely helpful when a shoe that was listed online as being in-store appeared not to be. They tracked them down for me in the basement. Thanks so much.

My wife and my 2 kids went today evening around 4pm to the store to buy some shoes. Unfortunately the yong customer service lady with the blonde hair Treated my wife badly . We won't come back again to this store anymore.

Worst service ever, paid for the shoes which they supposed to order, two weeks later i called them to check what is going on and lady over the phone told me that they forgot to order them!!!!!! Never again going there.

Terrible customer service. The manager is rude and unprofessional. Was sent there with defected item. She didn't even want to hear me. Had to go to Sherway location, where all my questions were politely answered.

Have gotten several pairs of shoes here, staff pointed out all shoes with removable soles when i mentioned i wanted shoes that i could wear with orthotics. Very helpful, busy sometimes, be patient if so.

Consistently terrible service at this location. Long waits. Staff talking to each other and ignoring customers. Location is convenient but service is so bad I will now go out of my way to shop elsewhere.

This is a good SoftMoc store to avoid the Dufferin Mall location, staff are nice. Only problem with this location is there are some rude people who come here and don't move when I say '' Excuse Me ''.

I got better service from a fellow customer than the staff. I used to go to the Sudbury store when I lived there and always got fantastic service by Adele. Too bad the service isn't as good here.

I wish could give them zero stars. Absolutely rude n disappointing customer service. The lady at the cash used abusive language and displayed racist behaviour. Please do not visit this store.

We bought shoes for my son and my wife here. They had great selection for all of us and have every size in stock that we asked for. The prices were good and the checkout experience was quick.

At this store my wife couldn't find any shoes in size 6. When she asked for size six a young woman at the front cash declared "we are only a small store!". Sorry about your luck soft moc.

Have been here quite a few times as I used to work down the street. Every time I have been in, no one greets me, and getting a sales clerk to help me try on a pair is almost impossible.

First time shopping at this location. My experience today was good. Hailey one of the workers helped me find my style of shoe. She was very kind and friendly towards me and others.

Used to go to Soft Moc Dufferin Mall to buy my shoes but since Hailey moved stores, I relocated to this store just to buy shoes from her! She is helpful, fun, fast and reliable!!

You can see so many reviews regarding poor customer service at this location below. I just stopped by to confirm all of them. Never ever again will come back to this location.

First time in this store, the staff was great, really friendly. I had a few questions and the manager was especially helpful. I will be shopping there again. Great service

This is entirely for the staff member at this location not wearing a mask, for a person who works indoors they should be wearing a mask - even when doing curbside pick up.

The service was very slow, and the sales person seemed more interested in going outside for a cigarette than helping me find the right size shoe in the style I wanted.

I was in there looking for a few different pairs of shoes. After 20 minutes without any of the 3 sales people acknowledging me I left. Won't ever go back either.

Just went to the store for what I thought a quick return. They even didn’t let me to the store as they were closing half an hour earlier. Not happy about that.

Very bad customer service. The stuff where Very rude to us. They should have more experience how to deal with customers. Never come back to the store again .

Great selection and different types of shoes available, I had been looking for some pretty black boots for a while and I could find the perfect pair here.

I got what I needed, but why are the sales persons so rude and unprofessional? Maybe because it is hard to find staff and that's all they could get?

Staff here at this location r very rude ..very unprofessional!! Took them almost half hour to ask me anything..won't go there again …

If you want great customer service this Soft Moc location gives you just that. Special thanks to Emma for all your patience and help. :)

The girls here are so friendly and knowledgeable! My favorite softmoc location. They go above and beyond my expectations everytime!!!!

Very poor customer service. One should not wait for hours, if there are just few people in the line. That’s how you loose customers.

Unhelpful staff my wife came by pressed on the handicap button, didn’t work staff looked right at her and continued on with her day.

It was quick and productive. Sales person was helpful. Lots of selection to choose from .left the store satisfied with my purchase.

Had great service with my curb-side pick up today from this nice lady at the store. Thank you for handling my order very nicely!

Sales person was helpful and not pushy or rude. I ended up not finding the shoe in my size so I decided to order it online.

Good selection of shoes. I bought online and picked up in store, you see all the deals that way. Staff was friendly.

Unprofessional salesperson. Overtly rude. Maybe time to find employment that brings you more enjoyment in life...

Shockingly understaffed. I felt bad for the poor 1 employee trying to serve 6 customers at once. brutal.

I come here every season for footwear for my family. I always find good deals and a great selection.

Disgusting customer service The young lady with blonde hair is very disrespectful very bad attitude

I'll never pick up another item at that store. It's quite obvious they have no respect for others.

Great prices and selection on shoes. Store was a bit messy I'm sure due to holiday shopping.

Une boutique mixte avec des Shoes de qualité et de surcroît Abordable ! Vendeur très sympa !

The sales people here are trying hard, however, I cannot say the same about the manager.

Love that you collect points for future discounts .. Great summer sales on now!

A little light on staff but the one person doing everything was terrific.

Good selection and friendly staff. Thanks to Laura and Daniel …

Need more staff, but the ones they already are great and helpful

Decent selection of shoes and boots custom service seems ok.

Pathetically small selection for men. Not worth the effort.

Staff are welcoming and friendly! Great variety of shoes

Great selection - super kind and very helpful staff.

Not impressed. Staff appears disinterested in sales.

It seems very stressful or unpleasant to work here.

Good selection... good prices... friendly staff.

Amazing, understanding and professional workers!

Amazing service, better prices than downtown.

My mom loved it, Soft Moc for life!

Excellent selection of footwear.

Terrible customer service.

Great selection for kids

Very helpful service.

Very rude people

Terrible Service

Great prices