SoftMoc - Lethbridge

I will never shop at this store or company again. I got a pair of boots for Christmas from Softmoc that were slightly too small, and I went into the Softmoc store here to see if they had other sizes I could try on, and because they never have stock of anything, it was suggested I ordered a bigger size online and then just return whichever pair didn't work. So I went ahead and did that, and the size I ordered ended up working better for me, so I took both pairs into the store for a return/exchange process. I explained to the employee helping me that I wanted to get a store credit for the pair that I got for Christmas, and then return the other pair that I purchased myself back onto my visa debit. I then wanted to re-buy the second pair with the store credit I got from the first pair. I was very clear about it and the employee even said that it could easily be done. Well I am not sure if she was actually listening to me or what happened, but because of her mistake I am now out $200 due to my entire return being put back onto a giftcard instead of onto its original form of payment. The employee didn't explain anything to me while she was returning the items and then all of a sudden handed me a giftcard and said "this is your remaining balance". I kindly said "Oh are these not going back onto my visa debit? because this is what they were purchased on" and she said "Oh sorry I thought you wanted both on a gift card, it can't be undone now". We spoke with the manager and the manager refused to help us or do anything. She suggested we call customer service and when we asked her if she could call for us since the mistake was made on their end, she replied with "No I can't because I am not aware of the situation" (despite it being explained to her twice) and then proceeded to say "it'll be better for them to hear the stress in your voice anyways". We even asked the manager if we could re-purchase the boots with the giftcard and then refund it back onto the visa debit like it should have been done in the first place and that was a no as well. Their return policy clearly states that refunds must be returned back onto the original form of payment (unless it is over the return date or you don't have a receipt, which I had my receipt and was returning the same day I received the item in the mail). So for it to be decided for me by the employee that my refund should go back onto a giftcard when I had my original form of payment and receipt with me in store, and then do absolutely nothing to fix their mistake is appalling. Now when talking to customer service, I am being accused of using the giftcard that was given to me when it was the store that used the gift card in the return/exchange process. I phoned customer service to try and speak with someone on the phone rather than their online chat, and I have yet to hear back from anyone. Absolutely unreal and horrible customer service. NEVER again.

Due to covid restrictions i was unsure if this location was open so i called and i was told to purchase my shoes online, that they had the shoes i wanted and i could pick up today. (Zero contact). So i selected a pair that the website said they had in-stock in the lethbridge location and i could pick up today. (Yayy new shoes!) So i paid for the order and waited a bit. When i called the store to see what time i could pick up they informed me my shoes would have to be shipped and that they dont actually have the shoes i wanted in store. That "the site doesnt always know but we will call you when its here." If i would of known that i would of never ordered online. And why tell me they had them in the store the first time?! Im probably never shopping here again. ?

Asked for a shoe size and waited for almost two hours because they couldn’t find the shoe…. And the other pair they gave me “ black “ but it was grey… staff were just chatting in the back and eating not even sure if they were even looking for the right shoes.not happy about sitting their that long.

Was hoping to get a couple pairs of shoes today.. Was not impressed with the service. Not only once but twice passed by to serve us.. We waited 20 minutes for someone to give us a moment of there time.. Finally got our shoes and waited again for someone to ring in our purchase.. Stilled waited had enough left the store, very unprofessional and rude.. Will not be back shop elsewhere.

If I could give a zero star I would, I went in to get a new pair of sandels, I was never greeted and when I did fine someone who was not on their cell phone, he was rude. I waited almost a half hour just to be told they did not have my size. I found another pair I liked and told him I need a size 10, 15 minutes he brought out a 9 and told me they did not have a 10... I was completely shocked that he had a job. .. I will never shop or recommend shopping there.

Absolutely the worst customer service I’ve ever experienced in my life. I could tell that the employees did not want to be there and I felt like I was the biggest inconvenience of their lives. I didn’t buy the shoes I wanted because of the horrible service. I went a couple stores over to Quarks and purchased the shoes I was looking for and was treated 100x better.

My husband just bought crocs for me and we get home thats not even in lethbridge and I open the box to find only one Croc ?. How does one work in a shoe store and only give a customer one shoe! Terrible place.

Terrible service. Was there in front waiting for service. Watched a girl tag boxes for 5 minutes then said someone will be right with me. I waited and watched another worker come to the till and asked to help the person behind me. Didn't even look at me. My wife and I literally dropped the slippers right there on the floor and walked out.