Houston Shoe Hospital

This customer left their item since They were contacted via email on occasions from April of until August of They were also attempted calls made during that time periodWe reserve the right to dispose of items left after daysWe waited for months for the customer to pick upThey never came to collect during that time periodWe were stuck with the bill , months of storage , inventory , calls made , emails sent , labor and materials and finally payroll to do the job without payment from this customerUnfortunately that happens often in our business and we have no choice but to write off the incurred expensesWe wouldn’t consider it sensible business practices to pay customers who leave their items for nearly a year to lose not only out costs but also to pay them for items left that they are personally responsibleThis customer only has themselves to blameIt’s hard to imagine how someone can leave a item for almost a year and then think its ok to complain or expect to be compensated regardless of the value of a itemWe have records of the emails sent and the original ticket with notations where we calledAlso the customers claim stubs say they have days to collectAdditionally I’ve spoken personally to this customer already Wendell [redacted] GM Houston Shoe Hospital

We are in contact with this customer directly and working with the customer to redo the job and resolve the situationWe will keep you updated once we come to a conclusion

Mr***:I don't want to continue this argument. I will offer to resole your boots at no charge and I will handle myself in order to please you. Please advise. *** ***

We are waiting for the customer to come in the address any additional concernsThe consumer has my direct* for assistance in scheduling a appointment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I've stated that I will never let the destructive hands of HSH touch my boots ever again. The first time I went to HSH to complain in person I requested they redo their terrible work, but now it's too late for thatThis whole experience has left me loathing their company, and their terrible customer serviceWhen I first brought up having them redo their work I was laughed atI wouldn't trust them to lace my boots now, so I won't trust them with second chance resoleIt would come out worse than the first time. I will continue to write reviews reflecting their work and customer service on online forums, input a complaint with the attorney general for consumer rights of texas, and I will file a small claims court case for the amount of a new pair of boots, the refund of the resole, and the court fees

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I have provided my call logs proving how I have been in constant communication with Houston shoe HospitalMy boots were not just left without any correspondence from my endOut of the months I received call from them(I checked my call logs)Per the GM he stated they emailed meClearly I didn't get them if I have not picked up my boots. I would think the location, would have marked it down, since I had been showing and calling the location since January It is the responsibility of the consumer, because it shows poor customer serviceA customer has been in contact, why didn't you try to call me, leave a voicemailThe fact you say many people leave things, it shows how your turn around to fix shoes is long and communicating with the customer to pick it up isn't efficientI do not accept responsibility because I did my part by calling and communicating with the employees at that location starting a month after I dropped off my shoeWhy wasn't it return as many times as I left my name and number.Policy is days, it took you over days to fix the bootTo me that is no longer validI even spoke to the location after thatI am not driving to pick up a shoe that isn't in there, because each time I did, my name and number was taken with no call backI've even asked for the details/support to where my boots were donatedI am still waiting on thisIf this is done quarterly, the support should have been given to me when I called and went in back in September and October but it wasn't until November I was told it was donatedAnd as of today, still no details to whom?As much as I want my boots back, it is more about the principleYou can't call or email a customer advising them, that their shoe would be donated by this dateThat's like taking your clothes to the cleanersyou never hear of them donating clothes because they contact their consumer by phone or let them know this is our final email after this we will assume you no longer want your itemsNow hurricane hit, we are donating everything old, even after a consumer has been in contact with usA note should have been left on them or a final call saying you have until this date to pick up

Dear Revdex.com:In reference to this issue, I personally met with Mr***. Here are my notes:- Boots are Redwings and heavily worn- Customer wears boots on gravel pavement at a flee market which would probably work through stitching very quickly- Stitching on the upper welt was perfect- Since the
sole was rubber, the bottom stitch is not set into the sole as the rubber sole will grab the knife of a stitcher and potentially make the upper stitch not be attractive- Bases look like they were changed probably due to very heavy wear when initially received. - One emblem of the Vibram sole is a little off center when you turn the boots over- Old original nails were coming through the inersole as the inersole is deteriorating from years of wear and the original nails were coming up inside the boot at the heel area. I showed Mr*** this and he acted like he understoodAfter a long discussion, I offered Mr*** the following and he accepted:- remove old original nails from inersole. Make new leather heel pads (added cushion) at no charge-soften the leather inersole at the ball of the foot and press to try to smooth out any humps that are originally created when the boots are worn for years.- I suggested he wear the boots as the uppers look fantastic and that I would resole them once they're worn at 50% off.- If bases are a little long I will glad replace at not charge right now. Kind regards,*** ***

We are not responsible for items left after daysThe customer is responsible for this lossWe cannot accept responsibility for items left for months as this item was left for that long The customer must make a effort to collect their item within a reasonable amount of timeThey were contacted on multiple occasions via phone and email and didn’t collect their itemWe think days is enough time for customers to drive to our location , pay for their items , and pick up their repairsUnfortunately many people leave items and never attempt to pick them up and businesses are stuck holding the bag and all of the costs associated with uncollected itemsHouston Shoe Hospital will not remove the customers responsibility for their own loss in this instance

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and
have determined that this proposed action would not resolve my complaint.
Sent: Sunday, February 18, 11:AMSubject: Re: You have a New Message from Revdex.com Regarding Complaint***
[...]
The matter has not been resolvedI have not been able to contact with the business to do any repairs [...]
Regards,
*** Tran

We are in contact with this customer directly and working with the customer to redo the job and resolve the situation. We will keep you updated once we come to a conclusion.

Revdex.com:
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  1) The boots are fine, they still have a lot of life in them if I can get them resoled by a cobbler worth their salt  2) I do not work on gravel pavement, and if I did proper stitching and thread would last more than a day in a retail environment  3) The stitching on the welt both bottom and upper portions had loose thread, knots, short uneven stitches, long loose uneven stitches, if the stitching was perfect it would have lasted more than one weekend  4) The stitching came out unattractive anyway since the thread tension was loose and there are knots all along the welt  5) The heel base is supposed to be a matching set with the sole made of the same materials.  6) The Vibram emblem is not "a little off-center" if it was I would have over looked it. It is too far to one for it to be acceptable  7) The only reason I noticed the nails was because of the inferior thin heel pads that were inserted by his workers.  The "long discussion" as kelly puts it was really him condescendingly trying to pass off his mule of a resole as a premium race-horse. There are leather shoe aficionados who agree that the resole performed by HSH is subpar. The first link is from when I first got my shoes back from HSH, and the second one is after I went to complain about the shoddy workmanship in person. The links are at the bottom. I will continue to make forum and social media posts showing off the terrible quality of HSH resoles until this is resolved.  1) I did ask for them to remove the old nails (even though in a standard resole old nails are supposed to be removed), and I did ask for thicker heel pads which were added the second time, but cushioning was never mentioned at all when I handed my boots back over to be worked on. I believe cushioning makes a good shoe feel cheap. I had to remove the cushioning myself.   2) The lumps were created when the factory line replaced the old cork in the midsole of the boots. If the lumps were created from years of use the boots would be comfortable, not painful to walk in. Even after kelly attempted to smooth out the sole of the boots they are still too painful to perform day to day activities. Especially since the heel stack is not the right size or angle. I'd also like to add that I've only had these boots for 3 years. This man is making it sound like I have neglected them for decades.  3) There is not a chance in hell I will ever let HSH touch any of my shoes ever again. I'd like to point out that earlier in kelly's response he called my shoes "heavily worn," and now he is saying that they look fantastic. That to me is hypocrisy.  4) HSH has already done enough damage to my shoes. There is no way I am stepping foot in that place ever again.    If my issue cannot be solved through the Revdex.com then I WILL file a complaint with the attorney general of Texas for consumer protection, and I WILL file for small claims court which will only waste even more of everyones man-hours. 
[redacted]

Revdex.com:
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
We spoke on the phone with no resolution. I still do not have my belonging or the money to compensate with what I lost.
You do not have the right to donate anyone belongings. These were thigh high boots(who donates this type of item). it took you as a business over the normal time of a month to fix a heel (4 months since it was ready in April per you). That right there voids the 90 days rule you mentioned. Please show me where your company returned my calls on the status of my boots after I call multiple times( I can provide phone records) reaching out to the company on the status of my shoes, expressing the importance. I also gave them my name and number. (NO ONE called me). As a company you took longer than extended time of a month. If you reach out 5 times by email and I had not responded(why didn't you call). I called the first week in September when I saw the alert, no one had called me since( my phone records support that as well). why wasn't I called? why wasn't a voicemail left? why wasn't anything stating you have til this date to pick up your shoes. why not an apology saying we took longer to fix your hell and you followed up frequently lets call her back to make sure she is aware it is ready. I dropped them off in the winter.. I totally forgot, because they are thigh high boots and as many messages and calls I made someone should have called me. Why would I harass them for months to than say oh I don't want my shoes. As a business you voided whatever 90 day rule you came up with when you took over 90 days to fix them because it didn't say that within my email. And if the ticket did(it didn't) you took over 90 days to fix the shoe again void. I am not to blame, the business is. When I called in September(proof in my phone records) my shoes was there. the clerk should have made note that this person is coming for their shoe as she said over the phone she will pick them up but it will be a few days since we just incurred a hurricane. Was this marked down? This should have been noted. This is when they should have said if you don't come by this date we will have to assume you don't want your boots. None of this was done, instead I get an ok they are here to pick up, than I show up no one can find my shoe?? Instead I give again my name and number for no one to call me back. Does this sound like a business who cares? You couldn't even tell me exactly where my boots were at the time or that it was picked up taken to inventory, when it was taken back or that they have been donated or who it even was donated to so I can track it down myself, just spam emails that went out and clearly I didn't get or I would have picked up my boots that i had been harassing your business for. But since its not your personal property you don't care, right?  The same way no one cared to ever call me back telling why my boot was taking longer to fix or that it was donated. I had to follow up. I can agree had them for 10 months of storage if it took you over 4 months to fix it. if you incur this problem all the time of people leaving shoes as a company that tells you how poor your service (turn around time in repairs, not following up properly, speaking to the customer making they know to come pick up their item) sending emails as if emails don't spam, emails change. It will be my fault if I gave no communication but I have been since January 13, 2017. My Resolution...I want my boots back or the money back from this company. If you donated..who did you donate it to? provide me with the paperwork and find who has my boots. Im sure as a company you will write off the donation. Houston shoe hospital dropped the ball when they didn't follow up properly when I started calling in January. If you wrote down when we spoke, you will see I call 7 times between Jan- april(shoe still isn't ready) and  I know I stopped when I went out the country but started again I called Aug & Sept( my shoe was still in your inventory) and that's not including the many times I went in there to give my name and number. Please show me the records of your business calling me personally. Whydonate them(to get your money that you claim you lost). The value doesn't equal the value of someone's else property. You win, we lost. Why not charge people for the storage fee since you feel you are losing out.  this is acceptable,. I can provide you with multiple calls to your business . I never heard of a place who is states they have many shoes left behind and doesn't think it was a problem, nor make efforts (calls since clearly emails didn't work) making sure consumer get their personal property.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

This customer left their item since 2016. They were contacted via email on 5 occasions from April of 2017 until August of 2017. They were also attempted calls made during that time period. We reserve the right to dispose of items left after 90 days. We waited for 10 months for the customer to pick...

up. They never came to collect during that time period. We were stuck with the bill , 10 months of storage , inventory , calls made , emails sent , labor and materials and finally payroll to do the job without payment from this customer. Unfortunately that happens often in our business and we have no choice but to write off the incurred expenses. We wouldn’t consider it sensible business practices to pay customers who leave their items for nearly a year to lose not only out costs but also to pay them for items left that they are personally responsible. This customer only has themselves to blame. It’s hard to imagine how someone can leave a item for almost a year and then think its ok to complain or expect to be compensated regardless of the value of a item. We have records of the emails sent and the original ticket with notations where we called. Also the customers claim stubs say they have 90 days to collect. Additionally I’ve spoken personally to this customer already  Wendell [redacted] GM Houston Shoe Hospital.

To whom it may concern ,This order was taken in as a call when ready 6 to 8 week completion estimate as well as a pre pay per our company policy. The repairs were quoted were based upon previous repairs and a conversation between the customer and the store staff. The repair was incorrectly...

priced and subsequently recieved in our factory after a few days.  Once the repairs were assesed and deemed incorrectly quoted we attempted to contact the customer to exsplain why the cost was higher and request an agreed additional amount for the repairs we were unsuccessful in reaching the customer initially but Once the customer was successfully contacted we explained the situation fully , apologized for the misunderstanding , offered to return the items in their original condition along with a full refund or continue with the repairs and the additional costs associated with doing the orthopedic work. The customer insisted we do the job and we came to a agreement to do the job for 1/2 of what we were requesting additionally to satisfy the complaint. The job was completed within a week , the customer was contacted and they picked up both pairs and paid the additional 55.00 without complaint. Honestly we don't understand this complaint. We thought this was resolved. We can't help that the customer doesn't understand the costs associated with completing this repair and we offered to let them go elsewhere with a full refund. They refused and insisted we proceed with the repair. We've done what was agreed upon by both parties.

Dear Revdex.com: In reference to case # [redacted]We repaired the customers used shoes 3 times to the best of our abilities in a attempt to satisfy the customer expectations. We were unsuccessful in our attempt to satisfy the customers' expectations on the shoe repair. We resolved the...

situation as follows : We returned the shoes to the customer - refunded the full repair cost he had paid - and paid him the full cost for a brand new pair including sales tax for the used shoes in a attempt to satisfy this customer. Best Regards ,Wendell [redacted] Houston Shoe Hospital         " Since 1906 "