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December 2024 by Kiranvir Kaur
I visited the store on boxing day. Bought a pair of uggs. Sales associate who helped me was very rude. Asked me if i have an account and i said no and asked for my email anyway. And said there is no account under this email. I told him again that i don’t have an account. He showed me his hand and said ok, fine and rolled his eyes at me. I found it funny.LOL
But from customer service perspective they need proper training. This was very unprofessional.
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December 2024 by Sick Stickss
I had called ahead about a pair of Steve Madden shoes I couldn’t get in Guelph. The woman on the phone was very helpful and set this shoes aside for me.
When I arrived the store was VERY busy. But a gentlemen approached me almost immediately to help me out. After trying the shoes on they were a little big and I asked for a half size smaller. Even with it being so busy he helped me again immediately and with a smile.
Another gentlemen was working the cash register. He was also very friendly and helpful I signed up with their rewards program.
I didn’t get any names of the 3 employees but they all deserve a raise!
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December 2024 by Louisette Lanteigne
I told the staff I am looking for comfortable black shoes with arch support for my work and they found me the perfect pair first try. Friendly staff and they know their shoes.
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December 2024 by Amy R
I bought shoes here and tried them on around my house and quickly realized they were defective. Upon returning to the store within the return date, with receipt and proper packaging, was told by the store manager that I could not return them because they were ‘worn’ and could not be resold. I explained I did not wear them outside of the home trying them on, and also that they should be not resold because they are defective. I called the manufacturer of the shoe, and was told they should be returned in the store as ‘defective’, and that this should not be an issue in the store. Do not buy any shoes here as you won’t be able to return in the chance there is an issue with your shoe. Terrible customer service.
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November 2024 by Wanruo Zhang
I have a really bad experience here. The supervisor does not respect customer and being very mean. The shoes I received online are not brand new and have signs of wearing. She refused to take the return. Disappointed. Online store solves my issue. Avoid this retail store!
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November 2024 by Vicki Jenks
Found shoes I like. The sales person was helpful.
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November 2024 by Pearl Joy Lacson Berte
I really like the comfort of UGG even its quite expensive but worth it. So happy to have this! The one who assisted me was great, kind and helpful.
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September 2024 by Ashley Olheiser
Poor customer service. I am not one to complain, but I had a problem of disgusting smell with the shoes I purchased for $100 and the staff there did not even take a look at the shoes but rather passed me off to call the customer service number while I was in the store. They didn’t seem to care whatsoever and said they never had someone complain about this issue so they are “trained” to not accept this “type” of return. Without even looking at the product! Bogus. I purchased a pair of shoes “Asics” a few weeks ago and after I started wearing them, I noticed a horrible odour coming from them. Believe me, I thought it was my feet causing this and attempted to remove the odour in multiple ways. Even after washing them they still had this horrible smell coming from them. I also noticed that it was not my feet but the shoes creating this odour. It smells like ammonia! I wear other shoes and have never had this problem. I feel like it is the material or something. I explained all of this to the staff at which they did not care to perform an inspection. Customer service on the phone said I needed to drive to another location that would perform the inspection or send the shoes in to be inspected at which they can deem if the shoes have a defect. I’m telling you they do have a defect! Do you need multiple people to come in complaining about the same defect to give a care on the 10th person? Or you need a physical break on the shoe to refund or exchange the purchase? I would have been better off to drive over the shoes for you to care I guess. What kind of procedure is that? This wasn’t an online purchase! It was an in store purchase and should be dealt with in store, not handed off to the customer to bare with the whole issue online and mailing because they are lazy. Now I have to wait, for an examination where I had to mail them, on fricking shoes that clearly smell for no reason. I’m shocked at how little these people give a damn about their own customers. Just so you know, you will be losing business from a good customer. Bad customer service greatly impacts sales. Do better honestly.
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September 2024 by Siby Abraham
Zero costumer service.Also the tall guy in the store is very rude and disrespectful.
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September 2024 by SARA K BIJU
One tall guy is very rude and no one was helping us in the store.
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September 2024 by Patrick Brown
Don’t go here
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September 2024 by Maureen
Manager of this Conestoga mall softmoc location was abusive and unprofessional when I tried to return a pair of shoes that were sent to me damaged. The manager refused a return because I did not return them the same day they were shipped to me which is unacceptable and a violation of their return policy. I was returning them one week after receiving them. She also accused me of wearing them all week despite being brand new clean never worn shoes. I didn’t even untie the laces or try on second shoe. When I asked to speak to someone else to assist me, she told me to call customer service or go to another location. The male sales associate also working that day was rude and said to me “I will get in trouble if I let you return these” without even looking at the shoes. I have been a long term customer and returned/exchanged many online purchases in the past and have never been treated so poorly. I will never return to this store. However online customer service was great and I returned the shoes via ups and was refunded.
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July 2024 by Tenzin Yangzom
One employee was very rude, that feminine looking tall Indian guy! Once happened in winter while buying uggs and again today during summer shopping! Don’t know why I went again lol
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June 2024 by Sinem Özkardaş
We visited SoftMoc last week to get a pair of sandals for my 2.5-year-old. As any parent knows, shopping with a toddler can be quite the adventure! When our little one had a tantrum over some ill-fitting sizes and models, Kishore saved the day. Thanks to his amazing talent, we left with a pair of magical unicorn sandals :D that made both our LO and us very happy. Thank you so much, Kishore, for your outstanding service!
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May 2024 by Mohamed Ashraf
The employees were rude and they charged for the bags (who does that?)
