Gibert's Instant Shoe & Leather Repair

Review: On/about Saturday 25 May 2013 I picked up a pair of Rockport deck shoes that I dropped off at Gilbert's Shoe repair the week prior. I needed new heels and wanted the shoes reconditioned/cleaned.When I picked up the shoes the heels were completed. However, the reconditioning job had, in essence, ruined the shoes: They came back mottled, unevenly discolored, and significantly lightened.(I had service done here in the past so I was utterly shocked at the poor quality of this current job.)When I raised my dissatisfaction with the the proprietor he told me that he said the shoes might come back a shade or two lighter when I dropped them off (which I don't really recall ever being said -- and it certainly wasn't given in writing). Besides, the color of the shoes when I picked them up was totally discolored; I could live with a shade or two lighter, not a total discoloration.Desired Settlement: I respectfully request a refund for that portion of the job which is unsatisfactory, namely, the cleaning/reconditioning of the job, seeing as how the shoes are now ruined and, essentially, unwearable in public.

Business

Response:

My

Response to Mr. [redacted],

Re: Repair Issues:

Mr. [redacted] here at Gilberts Shoe repair we pride ourselves in providing the best

customer service possible, after being in business for over 20 years, anytime we

shampoo a customer's shoe/s we always let our customer know that depending on

the type of material that your shoe is, there could be a change in color to a

certain degree. However, we do advise you before we proceed. All the chemicals

we use in our business have a warning on the bottle which we do sell to our

customers where it clearly specifies the potential of a color change depending

on the material. I believe that we did advise you of the possibility as we do

with all of our customers and it is your option to have your shoes

repaired/shampooed etc.... please keep in mind that your shoes where obviously

not in the cleanest condition therefore you asked for us to shampoo your shoes.

I strongly believe that we committed to what we advised you of on 05/14/2013.

Therefore, there will NOT be a refund. It is your personal choice to

continue being a customer of mine.

Thank You,

Yours

Truly,

Gilbert's Shoe Repair

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As originally stated, the clerk noted that there might be a slight lightening in the color, not a total and mottled change of color. The service provided by Gillbert's rendered the shoes virtually useless.

Regards,