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 removedThis is very baffling that she came back and brought more pairs of shoes after picking up four to five shoes already and waited almost a week before letting us know she wanted adjustments doneUnfortunately we will not be issuing a refundOn 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 withIt is our store policy that we do not refund any paid service work at allThe choice R.L made to take them elsewhere was then taken out of our capable handsR.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
Initial Business Response / [redacted] (1000, 11, 2015/07/16) */ When the order was received she did not give me a prescription for the shoe adjustmentShe verbally told me 1/4" was what she wantedI called and verified the order before doingWhen she returned to the shop she had the prescription and her son was with herHe was verbally abusive and threaten physical abusive I had to call mall security and they were required to leave the shopIf she will call and make an appointment with me (without her son) I will work to fix the shoe for herAsk for Greg [redacted] at [redacted] Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/08/06) */ ***response has been scanned in and is available using the online complaint system Final Business Response / [redacted] (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 generalI did not have the prescription, she did not show it to meI did the repair according to her verbal directionsAgain, I want the opportunity to do the job according to the prescriptionShe can call the shop and/or drop off the shoes and prescriptionI am confident that I can do the job Final Consumer Response / [redacted] (3000, 24, 2015/08/27) */ The customer has stated that she does not feel comfortable returning to the store for any further servicesShe 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
hello, this afternoon I will send a formal email for customer purposesBeing closed for memorial day we are quite busy this morningOn the very rare occasion that we run into a issue like this we well document everythingSo in the formal letter there will be pictures, emails and text messages of communication through the business phone to R.LAgain a formal email will be sent but to bring you up to speed here is a very short versionR.L had picked her first batch of shoes and dropped additional pairs offShe 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 expecton 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 exposedShe 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 leftI had asked her if the employee had gone into details with her and she stated her husband dropped them offThe employee told me he did indeed go over with her husband what to expectNone 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 sealantnot interiorKnowing she was already upset I did her heel repairs personally to ensure perfectionWhen 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 heeledI 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 dayDue to heel designs you can get as close to the heel as the material allowsWhen 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 storeAt this point she declined to have the sandal glue removed or the heel replaced and stated she would take them to another shopI 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 shoesShe left the store screaming and swearingLater that afternoon her husband came in the store in a similar fashionI 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 likingHe 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 serviceworkHer 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 phoneI later sent out a trespass notice due to the behavior of the husbandUpset customers or wanting work redone is not a problem and we will even deal with swearing or irate customersWhat we do not deal with is theft and when the husband reached over the counter pulling at the register then unfortunately security was calledAt this time the list of items ill send in the second email include: Email complaints we responded to via our merchant (square) 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 reasonsFirst and foremost is our no service work refunds only modifications, secondly the heels were done superbly and pictures were taken to ensure qualityThe 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 satisfactionWe currently are still receiving phone calls from R.LOnce 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 themAfter 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 reasonsWe respectfully decline any refund or rework on the shoes due to their behavior including attempted theftMultiple 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
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 removedThis is very baffling that she came back and brought more pairs of shoes after picking up four to five shoes already and waited almost a week before letting us know she wanted adjustments doneUnfortunately we will not be issuing a refundOn 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 withIt is our store policy that we do not refund any paid service work at allThe choice R.L made to take them elsewhere was then taken out of our capable handsR.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
Initial Business Response / [redacted] (1000, 11, 2015/07/16) */ When the order was received she did not give me a prescription for the shoe adjustmentShe verbally told me 1/4" was what she wantedI called and verified the order before doingWhen she returned to the shop she had the prescription and her son was with herHe was verbally abusive and threaten physical abusive I had to call mall security and they were required to leave the shopIf she will call and make an appointment with me (without her son) I will work to fix the shoe for herAsk for Greg [redacted] at [redacted] Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/08/06) */ ***response has been scanned in and is available using the online complaint system Final Business Response / [redacted] (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 generalI did not have the prescription, she did not show it to meI did the repair according to her verbal directionsAgain, I want the opportunity to do the job according to the prescriptionShe can call the shop and/or drop off the shoes and prescriptionI am confident that I can do the job Final Consumer Response / [redacted] (3000, 24, 2015/08/27) */ The customer has stated that she does not feel comfortable returning to the store for any further servicesShe 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
hello, this afternoon I will send a formal email for customer purposesBeing closed for memorial day we are quite busy this morningOn the very rare occasion that we run into a issue like this we well document everythingSo in the formal letter there will be pictures, emails and text messages of communication through the business phone to R.LAgain a formal email will be sent but to bring you up to speed here is a very short versionR.L had picked her first batch of shoes and dropped additional pairs offShe 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 expecton 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 exposedShe 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 leftI had asked her if the employee had gone into details with her and she stated her husband dropped them offThe employee told me he did indeed go over with her husband what to expectNone 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 sealantnot interiorKnowing she was already upset I did her heel repairs personally to ensure perfectionWhen 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 heeledI 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 dayDue to heel designs you can get as close to the heel as the material allowsWhen 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 storeAt this point she declined to have the sandal glue removed or the heel replaced and stated she would take them to another shopI 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 shoesShe left the store screaming and swearingLater that afternoon her husband came in the store in a similar fashionI 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 likingHe 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 serviceworkHer 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 phoneI later sent out a trespass notice due to the behavior of the husbandUpset customers or wanting work redone is not a problem and we will even deal with swearing or irate customersWhat we do not deal with is theft and when the husband reached over the counter pulling at the register then unfortunately security was calledAt this time the list of items ill send in the second email include: Email complaints we responded to via our merchant (square) 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 reasonsFirst and foremost is our no service work refunds only modifications, secondly the heels were done superbly and pictures were taken to ensure qualityThe 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 satisfactionWe currently are still receiving phone calls from R.LOnce 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 themAfter 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 reasonsWe respectfully decline any refund or rework on the shoes due to their behavior including attempted theftMultiple 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