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February 2024 by Hannah Durance
While shopping at the store, I witnessed an altercation between a male customer and a manager. From what I understood, the customer wanted a refund, but since he paid on gift card, the money was going to be refunded on the gift card, and he was unhappy about that, as he wanted the money back for himself. The manager was handling the situation as best she could, despite the customer being really rude towards her.The manager (Kelly), then went on to help me. She helped me find a pair of shoes and was patient with me when I kept asking for different sizes. She was super attentive and very nice, kept asking me questions so I could winter boots that suited all of my needs.Kelly was awesome, with both me, and handling that difficult customer! And overall, I think people need to start treating those who work in retail with some respect, instead of shouting at them when things don't go their way. Yelling at staff won't make them change their store policies, they are doing the best they can.Will definitely come back based on the customer service I received!
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February 2024 by real estate
I purchased waterproof shoes from this store, and to my dismay, my feet got completely soaked in the first rain. I went back to the store to express my concerns and even showed them photos of my wet feet as proof. The manager, Kelly, was unresponsive and rudely suggested contacting customer service.Explaining that I urgently needed shoes and didn't have an extra pair, a male worker kindly called customer service on my behalf. After a discussion, another employee named Jannet informed me that, since I had the shoes for more than 30 days, they could only offer a gift card, not a refund.I was willing to exchange for different shoes or pay a bit more for a better waterproof option. However, the disrespectful manner of Manager Kelly and the employee Jannet, who even knocked her finger on the table while talking, left me extremely dissatisfied. I've lost faith in this store's customer service and hesitate to return, not just for waterproof shoes, but for any purchase from Soft Moc due to this disappointing experience.
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February 2024 by Tiya Chen
Stupid place, no one answered the request and keep watering my time
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January 2024 by Charles
Store needs to hire more employees! The staff are overworked and stressed. Visited with my mom and they were very busy.
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January 2024 by Valerie Le
I went in on Dec 19th at 5:30. A taller Caucasian man with glasses allowed 2 people to cut us in line. When I told him you should have markers and pay attention instead of calling to people that came after his response was "yeah it's a crazy store sometimes people are always cutting in line" how is it people budding in line if you aren't paying attention and call them over? There were literally 4 people in the store. Is that what you consider to be "crazy"? How are they going to survive the Christmas rush a boxing day. Terrible customer service
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December 2023 by Nanor
Staff is scant and tend to no be mindful of the whole store and closing time. Is tough for them I realize, there's usually a few people waiting to be served, but I also notice poor time management on their part and poor communication with customers. Its jams up the shopping experience.
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November 2023 by Suyeon Diana KIM
I visited the Fairview Mall location I grabbed the chestnut coloured pairs of moccasin, and the short grey coloured ugg boots, the staff member were kind enough to assist and able to find the sizes that I am looking for. I would love to come back to this place.
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November 2023 by Yogi S
This location always seems to be understaffed, there should be more staff on the floor assisting people, especially when it gets busy, lots of customers ended up waiting a good 15 minutes looking around for someone to help them. This slows down service.Other than that they’ve got some great deals right now for Black Friday with Winter boots, bought a Columbia boots and so far it fits great.
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November 2023 by Sarah Pencharz
Have been in the store twice in the past week and both times ALL the staff were behind the counter looking at their phones - they do not acknowledge you until you go and speak to someone. They could barely answer the questions I had about their Ugg cleaning products so I just went upstairs to Browns to get what I was looking for - really really bad representation of what I've known as I good shoe chain- used to go to the Yonge and St Clair store that was mowed down for another unnecessary condo
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November 2023 by Soniette Henry
Excellent customer service. Very knowledgeable staff clean store. Lots of black Friday sales .will definitely go back was in and out the store in less than 10 minutes
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October 2023 by Natasha Dem
This location needs to make some MAJOR staffing changes. Everytime I go in there is NOBODY to help. This store has missed out on about 3 sales from me alone. Last time I was in the store there was one person on the floor, one behind cash, and about 20 customers, most of them needing assistance. Forget getting a size here, you will wait at least 30 minutes before someone even notices you. I blame management for not having more staff to serve customers.
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October 2023 by suha al-shuwayhat
On September first Lady was not helpful in an attitude way when we return an uneven pair of soft moc slippers with her lady manager I guessed and the other 2 men refused to give us back the first receipt or even a copy, just the refund receipt,
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August 2023 by Anthony Bach
I used to work retail. In any store, you are NEVER allowed to leave the floor unattended, and if you absolutely have to, it should only be for a very short time.Been to this location multiple times now and every single time, all employees have abandoned the floor at least once during my visit and for a lengthy period of time. Been constantly having to wait for somebody to come out to help find my size, at which point, a long line has formed of people waiting because workers were in the back so long.
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August 2023 by Luna Catalan
Location gets super busy when the sales signs are posted up. Mauti went above and beyond and upsold me a pair of white Birkenstocks. I absolutely love them! Will be coming back
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May 2023 by Taher A
Coco was very kind & helpful. She took the time to answer all of my questions and went above and beyond in making sure that I was satisfied with the two pairs of shoes that I bought. Very happy with the customer service at this store.
