I’m honestly so disappointed. I grabbed a boot from the rack, brought it to the sales associate, and she told me it was the last size 8. Great!!! So we bought the pair. My mother-in-law opened her gift today and there was ONE boot in the box. The manager at the till didn’t even put the second boot in. How does that even happen? Absolutely unacceptable. ??♀️
To Whom It May Concern. Racist issue at this store. I am writing to formally file a complaint regarding a deeply upsetting and unacceptable experience I had at your SoftMoc Guelph location today while shopping with my 6-year-old son. I entered the store with the intent to purchase two pairs of UGG boots. While I was browsing and checking sizing options, my son was nearby looking at some Crocs charms. He picked up a few and was walking toward me to ask if I could buy them for him — something entirely innocent and age-appropriate. At that moment, an older female employee (with thinning hair on top) began yelling at my child, accusing him of attempting to steal. My son, startled and confused, immediately handed the charms to her and ran over to me, visibly upset and asking why he was being yelled at. This interaction happened loudly and publicly, in front of other customers and children. I calmly waited in line to speak to the employee and asked why she would accuse my young son of stealing while I was clearly still in the store with him. Her response was dismissive and inappropriate. She claimed, “We get that a lot,” and then began to raise her voice at me, again in front of other customers. When I asked for her name to file a complaint, she refused, stating that she "legally didn’t have to give it." Another staff member came out, and I overheard the employee telling her not to give her name to me. I made it clear that I found her behavior completely unacceptable, not only for yelling at a child but for publicly embarrassing both me and my son. I also expressed how this incident deeply upset my son, who is now questioning why he was treated that way. Upon reflecting further, I could not help but notice that my son was the only biracial (half-Black) child in the store at the time. Given how quickly he was accused and how dismissively we were treated, I am forced to ask: Would this have happened if my son were white? Sadly, I believe race played a part in how we were treated, and I take that extremely seriously. This incident was not only traumatizing for my 6-year-old, it was disrespectful and discriminatory. I am appalled that this behavior came from a staff member of a well-known retail chain like SoftMoc. I will not hesitate to pursue this further via public platforms and media. Sincerely, Melissa
I visited the Guelph location this week and was blown away by the customer service and store facade. It was well organized and clean. Michelle was absolutely wonderful in helping me find what I was looking for, recommending different style options for the function I was attending, and was just an absolutely delight to talk to. You can really tell when someone enjoys helping people. Thank you so much Michelle, and Guelph Softmoc!
This is not the first time myself or my mom has had a negative experience in the Stone Road softmoc. Around 2:15pm on June 1st, there were 4 young girls working. Not one of them were helping the customers in the store. Even after voicing that we needed assistance, one girl ignored us and went to the back, and the rest were dismissive. They didn’t assist us in our exchange, despite watching us the entire time. It would be nice to see management encourage employees to interact with customers. It would also be nice for all staff working to be kind to customers and not simply ignore them.
Michelle was amazing! She was so patient with my indecisiveness and really made me feel better informed about the Birkenstocks I wanted to buy - absolute legend x
Although the girl that took care of us was fine, at noon on Sunday the 18th of May the young white girl working behind the counter openly mocked my wife to the young boy working beside her. My wife simply smiled and waved at them for some help with sizes. Well this didn’t suit the worker who openly mocked my very friendly wife. Awful service and I feel like we made a mistake continuing on with our purchases there. Shame on her.
Was in the store one day before school started, and the girls at softmoc were very helpful. And helped me find new shoes for my niece and nephew. Will definitely shop here again. (ACLAN)
SoftMoc is a Canadian Shoe Store based in Guelph, Ontario. SoftMoc is located at Stone Road Mall, 435 Stone Rd W Unit N9, Guelph, ON N1G 2Z8, Canada.
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