Softstar Shoes

Mar 21st, 2024

My experience with customer service was great, the elves replied quickly and were very kind and helpful. I ordered a pair of switchback boots in the light super fabric. So far they have been easy to clean and are comfortable to wear, good grip, does require a double wool sock for days below 0 degrees. Would recommend
Nov 17th, 2023

Jul 16th, 2023

I have tried very hard to like these shoes. After getting some of their leather bottom shoes that I liked ok, I decided to try a different style. Ordering the same size as before, when they arrived they were way too small. I had to pay a return fee to exchange them, and I decided to try the wide version of the same size (they have several different footprints). These were not only hideous (like hobbit shoes, or something), but they also did not fit. This time I asked that they wave the return fee as I was getting a little annoyed at the process. They did it, but made me feel bad because they are small struggling business, etc. Then I tried once more, this time ordering the exact same shoes as I had before, that fit ok (they were a little big, until I put insoles in them), but with rubber soles instead of leather. This time, when they came, I couldn't even get my foot inside the shoe, it was as though they had stretched the leather over the flat rubber sole as tightly as they could, like a drumhead. At this point we are pretty much up to date. I made another help ticket, to try to get refunded, as I'm pretty much done trying, but they either just auto responsed me, or did not read the email, because the response was just their exchange procedure, and said nothing about refunding me. At this point I don't want anything except for people not to waste their time and money on this company. they have 2 jobs, make shoes, and provide good customer service, and they fail at both.
Mar 24th, 2024

UPDATE 3/21/24: Softstar did indeed reach out to me and replaced the defective boots. The new pair are the all leather version (at my request). I have to say, the leather version is even more comfortable than the fabric version. Also, after applying some Obenauf's, the leather version seems to actually have some water resistance. My feet have yet to get wet through normal activity, being mindful to avoid deep puddles. I am mildly concerned that the thread used to attach the upper to the sole appears to be rather light duty. It is possible that I am being overly cautious here, as that was the failure point on the original pair, which may have been a fluke. Anyhow, perhaps it was just a series of compounding and unfortunate events that led to my original 1 star review. I will update this review accordingly. ---------- ORIGINAL REVIEW: I posted a 1 star review on the product page for the Switchback boots 10 days ago. It has never been visible. I waited 10 days to give them a fair chance (maybe it just takes a while to show up). But, it would now appear that the reviews are curated. That's pretty shady. Makes you wonder how many bad reviews ACTUALLY exist. It seems that this company's primary commodity is nice feelings, not quality shoes, or good customer service. Here is the review I attempted to post on the product page, copied and pasted from my notebook: Pros: -comfortable Cons: -expensive -too hot for warm weather -WILL fall apart after a few months -Softstar will not stand behind it's product The upper separated from the sole as I was walking the dogs. No precipitating damage (i.e.- cuts, tears, etc). Just *pop*, broken boot. So, I submitted a claim. Rejected! Why? Because my boots are 7 months old (mind you, I've only been using them for the last 2-3 months, since the weather cooled down. Customer service even noted the good condition of my boots.) Fair enough. You gotta draw the line somewhere, I guess. Although, it's pretty clear that issue is due to defective construction/materials, not abuse. So can I pay a nominal repair fee and have the manufacturer repair my boots? Nope! According to customer service, the repair process is too toxic for THEIR people, so I should find some old cobbler in rural Montana somewhere to do the work, because it's OK to expose HIM to the toxic process!? I was offered a $30 store credit, though, lol. After my $250 boots fell apart with 2-3 months of mild usage. Customer service says that their profit margins are too thin to offer a more comprehensive warranty. Think about that. The only way that would be an issue is if you have a high number of warranty claims. How do you get a high number of warranty claims? By selling substandard products. Slight tangent: you know how it seems to say that the boots are water resistant? Read that carefully. The FABRIC is water resistant, as in "doesn't ABSORB water." It is extremely PERMEABLE. Anyhow, the boots are garbage. DO NOT BUY THEM!! And the company seems more interested in marketing supposed virtue, than in making/selling/supporting a quality product. STAY AWAY!
Mar 21st, 2024