Soft Moc Inc

Hello Softmoc Customer Service Department,

The only reason that you are responding with such polite words and with promises that you will "further address these issues" is because you like to pretend that you are an honest business that cares about giving good service to its customers. Of course, this pretense of your is done only on the internet and in your advertisements. But in reality you are a company that treats its customers in an appalling way.

Where do I start? I would like to start with your outright dishonesty. You advertise that you price match. Other companies do the price match on the spot. All the customer has to do is show the salesman the website address where the product is being sold for less and they match the price on the spot. With Softmoc it is a different story all together. I am sure that many people who have not shopped at your store would be shocked to hear the following case in point.

I bought three pairs of shoes from Softmoc in Eaton Centre. I went to Softmoc in Yorkdale to exchange two of these pairs for exactly the same shoe, same size, same brand, same model. I only wanted brown instead of black. The woman in charge told me that I will have to return the two black pairs and buy the two brown pairs for more money. I tried to explain to her that it does not make sense to ask me for more money. Any other store would have exchanged the same shoe for a different color without asking for more money. She refused to exchange the shoes. So I told her that I am returning the shoes and that I want my money back. She said "no problem". After a few minutes she handed to me a gift card. I tried to explain to her that I paid in cash and that I would like my cash back especially that I have no intention of ever coming back to this store. She went inside to make a phone call and after a few minutes three security men came to escort me out of the store. But this is only the beginning of the wonderful service that Softmoc gives to its customers.

I went outside and I called the number of Softmoc head office and I asked to speak to a manager. First, as soon as they pick up the phone they ask you for your name and phone number. Second, when you ask to speak to a supervisor, they ask you for your name and the reason that you want to speak to a supervisor. Saying that you are a customer who has been treated badly by one of their stores is not sufficient. So I gave him my name and told him about what happened. He said that I should hold down until he gets one of the managers. After ten minutes he comes back to the phone saying that "the supervisor is on a break". I tried to correct him saying that apparently ALL the supervisors are out on break. He did not respond. It was obvious to me that he was being dishonest.

Meanwhile, I put an ad in the internet to sell this gift card of $140 for $120. I never received a response or any offer (no wonder). So I realized that I will have to buy shoes from that store even though I was totally disgusted with the people of Softmoc. I called them again and ask to speak to a supervisor in order to ask for a price match. If you are lucky enough to never have bought anything from this store then let me tell you how the price match works at Softmoc. You can't simply walk into a sore and show them the web page of another company who is selling the same shoe for a lower price. First, you have to write to their head office and wait for a response from them within 48 hours. Now, let's say that this does not discourage you to ask for a price match then here comes the next step. The next step is that you get a negative response. They never price match. On what grounds they give you a negative response? Following is my ordeal with them that has been going on and on.

I wrote to Softmoc indicating that I was asking for price match for Keen sandals for men. The model name is Newport H2 and the color is Navy/Med Grey. I sent them the link of shoeme.ca/products/keen-...
The price of this shoe by Shoeme.ca is $110 but they had a 25% discount on July 10, 2016. I also sent them a screen copy of the 25% discount and asked them to do the 110% price match that they advertise. Fat chance. They gave me a negative response.

Here is what they do: Softmoc website shows the shoes but they give each shoe model a different name that they make up. For example, They call the Keen sandals that I want "Navy sport sandal" instead of "Navy/Med Grey". Then they make the color of the picture different. In this case it is still blue but lighter. Then they tell you that they can not price match claiming that it is a different shoe. I called one of Softmoc stores 1001938. They gave me the model number. It is the same model number that I got from shoeme.ca 1001938. Besides if you google:
"Keen Newport H2 Navy sport sandal" you will see that it does not exist except in Softmoc website.
Shame on you Softmoc for being such a dishonest company.
All I want is my money back.