I visited Soles in Motion in May, as directed by a staff member on a telephone call a few days prior, to resolve an issue of substandard footwear (sandals), purchased in June 2025 as a Christmas gift to myself. The soles split partly on one and totally across the diameter on the other after minimal use - walking around my residence in early spring to break them in for the summer. They had been unused to this point and stored in a closet.
While waiting in line behind other customers, we began discussing why we were each bringing back items. The manager arrived and walked behind me barking "come here". I asked if she was speaking to me and she nodded yes. I asked if she could speak in a more courteous manner then the conversation declined due to her stressed, annoyed, waste of her time manner. After stating the circumstances above, she declined to consider any resolution or upgrade, stating "we don't carry that brand anymore" and they were worn, which I had just explained, as above. It should be noted that the manager also refused to identify herself other than as "the manager" when asked her name, but the company website identifies her as Niki Storms, Operations Manager.
Immediately, she yelled "get out of my store" repeatedly, in an aggressive, loud tone, just inches from me, invading my personal space, walking me through the store, the double set of exterior doors and to the sidewalk. She continued screaming on the sidewalk outside not to talk to shoppers present outside. I asked her to call the police as she has no legal authority to continue screaming at and verbally harassing me outside. I had continued to attempt a conversation, as security cameras can verify, throughout this entire abusive process, but the manager was out of control.
As a 75-year-old disabled senior with invisible injuries that leave me unable to quickly process information or walk quickly, I found this behavior unprofessional and totally lacking customer courtesy. I was publicly disgraced, embarrassed and verbally abused in front of customers both inside the store, in addition to outside the premises, while standing on the sidewalk, where prospective customers had to walk around her to get into the store while she yelled. A customer who left the store after this incident approached to tell me she didn't buy anything after seeing the manager's behaviour.
I contacted the owners, Jen Estabrooks and Dr. Mark Fletcher ( https://www.ratemds.com/doctor-ratings/97394/Dr-Mark+Andrew-Fletcher-Dartmouth-NS.html/ ), about their manager's outrageous behaviour, but neither addressed their Operations Manager's actions.
I once would have easily reviewed this company highly, as many others do, however; the only satisfaction this disabled senior will get is accountability for an abusive manager. The company and owners are responsible for her actions as well. In the meantime, I will take steps to expose what is considered acceptable behaviour by this company's owners and manager.
My advice to health care workers who purchase products at Soles in Motion, remember, you give your career and sacrifice to help seniors, especially disabled seniors. Read my story and possibly consider choosing to purchase footwear and other products elsewhere. read more
