German Leather and Shoe Repair, Inc.

I am rejecting this response for the following reasons:
(1) The work performed was well below expectations, and this has been confirmed by another shoe repair company that has excellent credentials and customer responses(German Shoe Repair has had a prior Revdex.com complaint made against them for the same reasons as mine: shoddy repair work, yelling and screaming at customer, and refusal to make good on their serviceThey also have a poor rating by prior customers on Yelp, which those reports from customers state that the owner and his son both have yelled, sworn, and screamed at customers)The owner's son only offered to repair the one shoe -- not all of the others, and began berating me in front of another customer, and then started to serve her because he was frustrated with meHe then *refused* to repair his work because (and I quote) "You won't be happy no matter what I doYou just want to be unhappy." No -- I wanted my shoes to be repaired decently and correctlyNot asking for too much there
I will have to pay the other shoe repair company to completely undo the work done by German Shoe Repair, and then repaired as they were supposed to beI am MORE than happy to include actual photos of all of my shoe 'repairs' done by German Shoe, and they will show beyond a doubt that the workmanship is substandard and very poorly done(Please let me know if you would like this photos -- I would be happy to send them immediately.)
(2) My husband and I never became verbally aggressive, nor accosted any employee at German ShoesMy husband did not reach across the counter...and there is NO cash register at German Shoes! They use the square which is hooked up to the son's cell phoneSo -- more lies
(3) We immediately contacted the General Manager of the Maplewood MallShe informed me that they have had multiple complaints against German Shoes for disorderly conduct with customers that she point-blank said included swearing, yelling and beratingI have her emails and texts from the day that I was in the store -- she informed me to send ALL correspondence from German Shoes to her, which she promptly submitted to the Maplewood Police Department the next day, as she perceived it as harassmentIf you review the emails that German Shoes included, you will see that I had to repeatedly ask him to STOP contacting me and that I consider it harassmentI have had absolutely no contact with German Shoes or any employee there after the day of the incident, which my phone and email records reflectI gave negative feedback on the Square purchase receipt, which came the same day or the day afterSo -- again more lies
(4) The General Manager informed us that she had already made the decision to not extend the lease of German Shoes due to their poor customer service, rarely being open, and poor workmanshipShe said that due to the complaints they had received prior to mine, she had already met with the owner of the mall and informed them of her decision to have German Shoes removedAgain, I have texts and a phone conversation with her to prove all of these claimsI am more than happy to forward them to you
I want the amount returned in fullThe work was not done to satisfaction, nor within the parameters of the field of shoe repair, which has been verified by a reputable shoe repair company with no negative customer feedback or complaints against them
We will take this further, given the amount of evidence we have for the poor work construction, former complaints to the mall of the same types of harassment, poor customer service, and workmanship, and libel for the onslaught of lies that the owner and his son continue to project
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Initial Business Response /* (1000, 11, 2015/07/16) */
When the order was received she did not give me a prescription for the shoe adjustment. She verbally told me 1 1/4" was what she wanted. I called and verified the order before doing. When she returned to the shop she had the prescription and...

her son was with her. He was verbally abusive and threaten physical abusive I had to call mall security and they were required to leave the shop. If she will call and make an appointment with me (without her son) I will work to fix the shoe for her. Ask for Greg [redacted] at [redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/08/06) */
[redacted]response has been scanned in and is available using the online complaint system.
Final Business Response /* (4000, 22, 2015/08/20) */
I had sent in a settlement which I am now withdrawing. [redacted] has now filed a complaint with the attorney general. I did not have the prescription, she did not show it to me. I did the repair according to her verbal directions. Again, I want the opportunity to do the job according to the prescription. She can call the shop and/or drop off the shoes and prescription. I am confident that I can do the job.
Final Consumer Response /* (3000, 24, 2015/08/27) */
The customer has stated that she does not feel comfortable returning to the store for any further services. She would like the company to abide by their previously offered settlement of a refund and stated that the check can be sent to the Revdex.com to be picked up by her.

Please also note that R.L picked up a batch of shoes with no complaint then a few days later came back to drop off more shoes, then called a day before the second batch of shoes was completed asking for glue to be removed. This is very baffling that she came back and brought 5 more pairs of shoes after picking up four to five shoes already and waited almost a week before letting us know she wanted adjustments done. Unfortunately we will not be issuing a refund. On multiple attempts we have tried to redo anywork for R.L even after she left the store in chaos when her husband came in asking for a refund we still asked if he would be willing to let us the two pair she was unhappy with. It is our store policy that we do not refund any paid service work at all. The choice R.L made to take them elsewhere was then taken out of our capable hands. R.L has refused any rework initially due to us asking for another day instead of on the spot waiting which is proven in the sense that she brought the sandal for glue to be removed.

hello, this afternoon I will send a formal email for customer purposes. Being closed for memorial day we are quite busy this morning. On the very rare occasion that we run into a issue like this we well document everything. So in the formal letter there will be pictures, emails and text messages of...

communication through the business phone to R.L. Again a formal email will be sent but to bring you up to speed here is a very short version. R.L had picked her first batch of shoes and dropped additional pairs off. She had called later in the week asking for excess glue to be removed on a pair we had glued for her, when we do work for customers we go into detail on what they can expect. on the particular pair a product called shoe goo was applied on a black pair of sandals (goo is also black) and it serves as a sealant so it is exposed. She had asked for it to be removed and I had told her not a problem when she came in to pick up the other items left. I had asked her if the employee had gone into details with her and she stated her husband dropped them off. The employee told me he did indeed go over with her husband what to expect. None the less if she wanted the glue removed I told her it wouldn't be a problem but would definitely take some of the strength out of the repair due to its purpose of being a exterior sealant.. not interior. Knowing she was already upset I did her heel repairs personally to ensure perfection. When she came in with the sandals to have adhesive removed she said she was not happy with one pair out of five that she was picking up to have re heeled. I had told her that if she wasn't happy with the one pair I would have to redo them which was not a problem but she would have to come back that evening or in the morning the following day. Due to heel designs you can get as close to the heel as the material allows. When she found out she would have to wait for a redo of the one pair she become very upset while I was trying to appease her with multiple customers in the store. At this point she declined to have the sandal glue removed or the heel replaced and stated she would take them to another shop. I told her if that was her choice to decline us to fix any work that she was unhappy with as is our instore policy offering no returns on any repair work, I could no longer assist her when she started yelling but did indeed ask for a moment to take pictures of which I shall attach in a second email of the shoes. She left the store screaming and swearing. Later that afternoon her husband came in the store in a similar fashion. I again even though he was yelling at me with customers in the store asked if he would like to bring in the shoes to have them modified to her liking. He had told me that they would not allow us to fix any of the shoes and wanted a full refund, again I explained the instore policy and showed her husband our sign letting him know we will alter or modify any of our work that doesn't meet satisfaction but due to labor costs as well as materials we do not offer refunds on servicework. Her husband then attempted to reach over the counter and grab the cash register at which time I called security and asked him to please leave, which he did when I picked up the phone. I later sent out a trespass notice due to the behavior of the husband. Upset customers or wanting work redone is not a problem and we will even deal with swearing or irate customers. What we do not deal with is theft and when the husband reached over the counter pulling at the register then unfortunately security was called. At this time the list of items ill send in the second email include: 1. Email complaints we responded to via our merchant (square) 2. Text messages via business line to R.L's cell phone 3.Pictures taken when she said she refused to let us do any re satisfaction work To show that quality work was sent out We will not be refunding R.L due to multiple reasons. First and foremost is our no service work refunds only modifications, secondly the heels were done superbly and pictures were taken to ensure quality. The biggest reason she will not receive a refund is both her and her husband on multiple occasions refused their right to have work done over for satisfaction. We currently are still receiving phone calls from R.L. Once a customer refuses us to exercise the right to correct any mistakes at that point with all the reasons stated above we can no longer assist them. After receiving many messages and complaints ( all of which have been responded to) her and her husband are not allowed in our storefront for obvious listed reasons. We respectfully decline any refund or rework on the shoes due to their behavior including attempted theft. Multiple attempts had been made to satisfy R.L and unfortunately after being declined multiple times and their behavior they will not be allowed back at our store.   Sincerely President of German Shoe and Leather Repair