Softstar Shoes

"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!"

"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 ✨"

"I purchased a pair of Hawthorne Chukkas that began to fall apart after only 3 months of use (the stitching on the inside of the heel started to come apart). I visited the store to hopefully get them repaired, and was initially told that I would have to pay for an outside shop to repair. Luckily after some further discussion I was able to exchange for a new pair. Again, after only 3 months of use the shoes started to fall apart. This time the soles of both the left and right shoe came unglued around the toe area and the shoelaces were shredded. Again, I emailed about getting this repaired and was told I would be responsible for covering the cost of said repairs. To be clear, these shoes are worn regularly but not in extreme conditions. Softstar does have a “Happy Feet Guarantee “ that allows for repairs within 3 months of purchase, but buyer beware: make sure you report any issues before the 3-month mark is up. I waited until 6-months to report (even though the issues noted had started at or before the 3-month cut off), and was told to purchase glue to repair the shoes myself. For the sale price of $200/pair I was sorely disappointed with the quality and durability of these shoes."

"We just left the store and had a wonderful experience. Anna helped us a lot she was patient with bringing out other colors and sizes and until we got just what we wanted. The shoes feel great and it’s good to know that there’s a 45 day exchange. Just in case! We will be going back at some point to get spring shoes. Thanks Anna"