Soft-Moc - Richmond

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"SoftMoc is the leading lifestyle footwear destination with convenient locations in every major city across the country. We offer the best brands for women, men and kids such as Birkenstock, Converse, Vans, Clarks, UGG, Sorel and our iconic SoftMoc Moccasins. Shop online 24/7 and ship to your home or pick up for free at any SoftMoc location. Collect SoftMoc Reward points on every transaction and save today."

Address: 6060 Minoru Boulevard , Richmond V6Y 2V7, BC, CA

Phone: (604) 232-1159

State: BC

City: Richmond

Zip Code: V6Y 2V7

Opening Hours

Monday: 09:30-18:00
Tuesday: 09:30-18:00
Wednesday: 09:30-21:00
Thursday: 09:30-21:00
Friday: 09:30-21:00
Saturday: 09:30-19:00
Sunday: 11:00-18:00

Update Info

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Reviews

I am super excited and happy with the service I received. The store was so busy and I did not mind waiting. When it was my turn I got got amazingggg customer service. The store is clean which I love the most. The girls were so nice and helpful with me finding the right pair of boots. I’m definitely going back. Thankyou SoftMoc Richmond centre.

-Staffs greeted me and my family as soon as we came in the store. One lady in particular I believe her name is Mercedes was the one who helped us choosing a runner for my 5-year old daughter. My daughter can be picky about her shoes and I was impressed with the staff's patience and understanding. I normally don't do google reviews but our whole experience was so amazing that I feel like the store deserves a 5-star review. My daughter wouldn't stop talking about the cute shoes and the friendly lady ever since we shopped there.

This location of soft moc has the best service out there! Some might get frustrated that they have to wait for a longer duration of time to get serviced but I recommend waiting! You will get quality assistance, it’s not rushed and the lady who works there takes her time to help you order what you need online or find your right size in the store make sure it’s the right color. She wants to make sure she saves you the hassle of having to drive around to several locations to find the correct shoes. She asked me why I was getting this particular shoe and I told her it was because I was going away in a couple of weeks and she said oh you know what let me expedite the shipping for you! She also provides great prices! She takes time to talk to you about how your day is going, what your plans are and gives you advice on sizing and styles of shoes. And she even remembers you! I hadn’t been in the store for a good nine months and she remembered me and my family, it always makes you feel warm inside when somebody remembers you after so long. she told me but if I came back with my family she would take care of us! Additionally, the store is clean, organized and has a great selection! All in all the maybe 10 minutes I waited when I got there outweighed the two or more hours it would’ve taken me to visit other locations and then ultimately have to order online later when the second location didn’t have what I was looking for. Thanks for a very nice experience, it really made my day!! :

The lady here is terrible. There is absolutely no customer service.  I was wearing my winter boots when shopping at the store. When I was trying on other shoes in the store, the blonde lady with black hat came around, took away and checked my winter boots without permission. I thought that was weird and I said “Sorry that is mine.” She didn’t even look at me, didn’t even say sorry or anything and just walked away.  Does she feel like a queen in the store? Shouldn’t she know she cannot touch customers’ personal belongings without permission? Why she behave like she hate me?  Will never walk in the store again.

Skinny sales girl with braids is very nasty and is causing customers to leave store without purchasing.  She has zero people skills.  She ignored customers waiting for assistance or wanting to purchase while she chatted with a couple with baby like they were known to her.  Then she snubbed everyone in line for help.  The other salesman was in the back most of the time.  Very poor sales service.  A few weeks later, last Friday,  I brought my elderly friend to store to shop for boots and there were no other shoppers in store.  There were two salespeople behind counter, one being girl with braids, and neither salespersons assisted us.  The girl with braids stared at us and ignored us.

*After talking with customer service, and customer service management, I was told that this complaint would be sent to the district and regional manager, but I am not able to follow up on how this will be rectified due to "company policy". As a customer, and person I am heartbroken that this situation has gone on for so long and nothing has been done to resolve this. I genuinely hope the district and regional managers see the abundance of negative reviews about this employee and find the proper training for this employee. To be honest, I'm doubtful that anything will be done. Shameful to know that this company would support and protect an employee such as her.  Oh man, I wish I read all the reviews here before making a purchase, and returning at this location. What humiliating, degrading service I received, I feel bad for anyone that has to deal with the employee that helped me.  I went in store to return boots I purchased for my mom for her birthday. The lady at the till thoroughly inspected the unworn shoes and upon close examination stated "You wore these outside, you can't return them". My mom did not wear them outside, she wore them in the living room when she tried them on when I gave them to her for her birthday. If I knew SoftMoc required customers to try shoes on with a towel underneath so no dust can get on the soles, I would've never purchased from them in the first place. I wish I took a photo to show everyone because it was CLEAR that they hadn't been worn outside. We went back and forth because she would not let me return them. After going to the back and calling the employee that helped me purchase them on her day off! to confirm she DID inspect the soles before I purchased the shoes, she came out and said "she'd let me return them this one time because shoes are not allowed to be worn outside and then returned".  I felt absolutely embarrassed and humiliated as this entire ordeal occurred in front of the whole store. The employee did not take accountability for her tone, or her lack of rational judgement. What if I did not fight back? What if I left and just kept the unworn shoes and wasted $300? This lady bullies people into not returning their shoes, and I empathize for non-confrontational people that will have to deal with her in the future. I've worked in customer service my entire life and I would never dream of treating someone the way this employee did.  After consulting peers who've worked at other shoe retail stores in this same mall, I now understand that her attitude and reasoning are not normal. She either needs to be educated on how to give customer service, or how to properly assess shoes for outside wear, because her judgement is obviously skewed as you can see with all the other 1 star reviews. Probably both.  I sincerely hope someone from the SoftMoc team at Richmond Centre or SoftMoc Corporate sees this post and all the other reviews about this same employee and sees the need for change. This event occurred on Monday November 21st at around 5:30pm and there were only 2 employees on shift. The employee in question is a caucasian lady that seems to be middle-aged. I was unable to get the name of the employee because she was not wearing a name tag, did not give me the full receipt with her name on it, and when I called in to ask, said she could not "due to privacy and personal reasons". I encourage no one to go this store, you will feel like less of a human with the way you'll be treated.

The lady who worked in the afternoon of 3rd April gave really bad attitude to customers.  Very rude and I’m very upset of what happened.  I had been to many Softmoc store but this one really surprised me.  I never seen a salesperson could be this rude without any reason.  I feel like she probably feel I cannot speak English, so she can say whatever and I cannot even make complain about her.  I was just in the store with my mom and my baby. I haven’t even ask for salesperson’s help. she already said to my face front of other 3 customers. “ as u can see I am helping the other customers so u must wait.” Well, I must say the tone she said it’s not friendly, and I do not get it why she only said that to me.  I haven’t ask for her help even! it’s more like she is with a lot of anger or something.

The staff is always helpful and friendly. This location is always extremely busy, and the staff is always helping multiple customers at once and trying their best to serve everyone, as customers we just need to have some patience. I was there the other day when the customer was verbally abusing all the staff that day regarding the converse shoe. The staff member told her really nicely that the size 7 in the box were two different sizes and that someone sold the opposite sizes so they did not have the full pair of the size 7. The staff did tell the customer they can order another pair or check another store for her. The customer then proceeded yelling at all the staff saying " thats not my problem figure it out." Everyone that witnessed this customers behaviour was appalled at how she was speaking to the staff. As a customer of this store I felt it was nesscary to address this because its not fair for the staff that is always helping multiple customers at once at such a busy location to be treated like this. The staff remained professional and kind from the beginning to the end. I also noticed that this person is getting their community of friends and family to leave false negative reviews. I feel really bad as a customer that I had to witness people treating staff members so poorly. They have the best prices and the best staff. I will be returning again to buy more birkenstocks for the summer!

I recently had the pleasure of shopping at Softmoc and was assisted by the amazing Mercedes. From the moment I walked in the door, Mercedes made me feel welcome and went above and beyond to help me find the perfect pair of shoes. She was knowledgeable, patient, and truly dedicated to ensuring I left the store satisfied. I highly recommend visiting Softmoc and requesting assistance from Mercedes. She truly made my shopping experience a delight and I will definitely be returning to the store in the future. Thank you, Mercedes, for your exceptional customer service!

I would give 0 star to this store if could. I went to return a pair of unworn boots, no one was on the floor for 5 mins. And then a sales finally showed up. I believe she is a part timer because she told me she has no authority to do returns, and I will have to wait for the manager.  I really didn’t want to go back there again so I just waited. I waited AN HOUR for the manager. She is the blonde hair lady in a bucket hat. When she finally came back, I said hi to her and she just ignored me and went directly to the back. After 5 mins, the manager finally came back and decided she wanted to talked to me, I told her I wanted to return these boots. She started examining the boots by THROWING AWAY the stuffing cardboards and tissues from the box. I was so shocked because I payed for the boots and the packaging. Why would you even throwing what I payed for before giving me a refund? What kind of store does that. And then the manager started telling me some ridiculous excuses about why I can’t return my shoes at this location. So I just told her I want my stuffing back and will return them in another store. Somehow, she finally decided to give me a refund after hearing that. But, after the transaction, she refused to give my ORIGINAL RECEIPT back! She claimed it belongs to the company now. I was so done, so I asked can I at least take a picture of it? She told me WE DON’T DO PICTURES IN THIS STORE!!! What kind of company are you softmoc? Was that even legal?

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