If The Shoe Fits

Complaint: [redacted] I am rejecting this response because: Teri E [redacted] the owner of " if the shoe fits" response is right up there with a modern day politician, full of insults and excusesFacts are , I paid Teri E [redacted] $ on Aug26th to repair my $Frye shoesFact: Teri E [redacted] tells me AFTER I pay her she does NOT guarantee her work, so of course I don't want my $shoes ruined so I picked them upFact is Teri E [redacted] did not render ANY service what so ever, but she claims a no refund policy, is this even legal?, I agree with [redacted] on [redacted] , Maui does not deserve this kind of bad business! Mahalo for your help [redacted] , hope we can resolve Sincerely, [redacted]

This clients claim is erroneous and dramatically incomplete This is what happened:The client called our office multiple times to see if we would repair his boot We let him know we dont repair workboots He brought the boot in for me to see I told him I would not do the job because removing this type of sole would gunk up my machine He spent minutes of my time trying to convince me I told him that if he wanted to remove the sole I would put a new one on and the charge would be $ He brought it back with the sole removed but he also removed all of the stitching to the mid-sole I told him he wasnt supposed to do that and I usually charge extra to sew this type of midsole on, but since he labored over the removal of the sole, I wouldnt charge him extraNext he asked if I was going to sew the midsole on in the exact same sew holes as before I told him no I use a 1,lb machine and I would have to manually place each ole and I was not going to do that If I did, I would charge him an extra 80-and he didn;t want to pay that I told him not to leave them with me if he wasnt sure He decided to go forward with the service anyway I made sure to have him sign and initial each detail of my return policy (attached) My policy is a clear no refunds the client selected the type of sole I was to order, paid the bill and left We saw him a we [redacted] later when he came in and said that the boot company would do the job so he wanted a refund I told him he was putting me in an akward position because he clearly signed the no refund policy I told him I would compromise and refund all labor charges but not the parts and shipping He agreed When I tried to refund his credit card, my square swiper didn't recognize his credit card It was not the one he paid with and it wont let me refund if it wasn't on the same card It was taking a long time and I asked if he wanted to wait until I could get square on the phone and figure out what to do I told him it might take a while, and I would call him with an answer the next day The client wanted to leave and said, "I'll come back when the soles arrive to pick them up We can handle it then." The soles arrived, I have called him twice with no response This is the first time he has made contact I will not refund the supply cost I didn't mind the labor cost, which I will still honor, even though my staff and I catered to this man for a long time, only to end up with more time-consuming activities My staff was witness on all occassions mentioned above

Complaint: [redacted] I am rejecting this response because:What time was spent with my bag? The day I picked it up (11/2) it looked exactly the same as the day my fiancé went to check on it (10/8)She simply snipped my straps off...that's itAnd no money was spent on ordering MY particular strapsPrior to ever making any contact with her she already ordered black strapsHer words were "you know what, I actually JUST ordered these straps that could work" and they should be coming in any day nowWhich is why I initially said I would bring my bag back when they arrived, so I could also check they would match the bag before she installed themSo to say that she wasted time and money on ordering materials for me is a complete lie! Let's compare when she ordered her material 'specifically for me' and compare it with the time stamp on my sales receipt from her Moreover; the sign she attached says "store credit only, no refunds" when she actually says "no returns or exchanges" isn't an exchange a form of store credit? Where is that sign? It wasn't expressed, pointed out nor implied in any conversation whatsoever on 10/Was it under the bag I put on the counter? Had I been informed of such a policy up front I surely wouldn't have left my bag without knowing what was going on it She in absolutely NO way shape or form tried to dissuade me, in fact it was the complete oppositeShe was very adamant about paying upfront that minute because she was "giving me a quote" as if I left the store without payment, the quote wouldn't be validKnowing she is the "only service provider on the entire island" she knew she could manipulate the situation As a business owner shouldn't you have a contract of some sort? No such thing was presented, as a customer we want to trust that a business has our best interests at heart and not out there to take our money because of a "technicality." Should we as customers have to look for signs, red flags or reasons not to trust a business before giving them our money? Why tell me it will be done in weeks and tell my fiancé it would actually be done in only a week and a half when he tried to get my bag back? She told him the only reason she tells customers UP TO weeks is to give herself that extra time just incase situations like this occurBut at weeks, my simple job had not even progressed past work done on day Also, she claims she is still willing to "complete the job", how and why would I enter the store when I was yelled at to leave before I was "escorted out?" With what little "work" was done on my bag, all I was initially asking for was a simple refund! It's a shame, I can't believe it's even escalated to this pointNo respectful business would have taken it this far to prove a point, more so to protect themselves with multiple liesThis obviously isn't the first time such faulty business practices have happened with this company Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and yes I was refunded days later, and not the next dayHowever, I did not wait last minute to look for my daughters prom shoesWe were shopping around, and she was very helpful getting our order in, but at the end she was very deceivingShe did not once call me that my order was incorrect...I called her, asking if my order came inShe did not return my call until days later....bad business!!! unpleasant person to deal with, and she lies at the end!!!SHAME ON HER!!!

Complaint: ***
I am rejecting this response because:
Most of what she says is a complete fabrication of the truthThere was absolutely NO TIME to think about the decision as she saidShe pressured me into making a decision on the spotHer exact words were "if I'm giving you a quote you need to pay now"I immediately thought it was strange since she said she didn't have the parts that she said she "ironically JUST ordered" BEFORE I even made a visit to her(Although in her response, she claims she ordered the part after I left)I had asked her to call me when the straps came in and I will bring my bag back and pay thenBut her response was coercive and not suggesting me to "think about the decision" as she saysShe said she wouldn't do the job unless I paid upfront that very dayStill hesitant, I decided to leave the down payment and asked her if I would be able to bring the bag back when the parts arrived because I didn't want to leave a $bag with a strangerShe told me no, I HAD to leave itNot once in the entire visit did she EVER mention the "no return policy" she says she repetitively stated, nor even point out the sign on any counterI am a very cautious person, had I known there was no room for returns I most definitely wouldn't have paid someone who was acting as fishy as she wasAlthough she may be the only known source on maui to repair bags, there are better options off island I should have used instead, but I gave her the benefit of the doubt.
As far as the timeline goes, she did not tell me the "average" turn around time, she specifically said it will be done in weeks not giving any wiggle room for before or afterMoreover, my fiance did NOT call (as she says) upset that I left my bag, nor did he make ANY contact with her at this pointThat very night, 10/7/at 10:39pm, I, myself kindly emailed her and told her he would be by to pick up the bag before lunch(I have the screen shot of the actual email I sent)She rudely responded at 7:on 10/8/"We already started itI can not give a refund but you can pick it up unfinished or wait." The next day my fiance went to pick up the bag, but she assured him it would be done in an even shorter time, only and 1/weeks because she was "just waiting for the part to arrive" blaming it on the slowness of delivery to Hawaii My condition, pregnant or not should not have been any indication of how "emotional" I am; How dare she even use that as an excuse to treat me the way she did.
I waited the 1&1/weeks, no call or any update on my bagI waited the weeks as promised, still no callBeing a business owner myself, I'm a patient and respectful person especially when it comes to a deadlineI wanted to wait until she called, either with a status update or with a time to pick it up By Monday 11/2/15, days past her week promise, I had my fiance do a follow up call at 10:32am, almost FOUR weeks, not like she said in her responseIn a minute conversation, he did not harass her like she says, he simply informed her it was past weeks, and we hadn't heard anythingShe gave him the run around, saying she didn't know when it would be done, but whenever she "could get to it" because we were NOT "priority."
Later that day, I decided I would talk to her myself Not making a "complete fuss" at all I went in to the store, asked the lady at the counter if I could simply "pick up my bag", she asked my name and suddenly Teri, from behind the desk defensively interrupted "did we call you??"I told her "no, but it was past my weeks as promised." Firing back at my response, she began to raise her voice and rudely said "If I didn't call you, it is not doneYou can take the bag unfinished, but I'm not giving you your money back"I told her "thats not right, you didn't complete your job as promised so I deserve my money back." She pulled out someone else's black Chanel bag, tossed it on the counter and went back to her work, like she didn't want anything to do with meI told her that wasn't mine, so she pulled out my bag and threw that on the counter and ignored me againNot addressing the issue other than repetitively saying "I'm not giving you your money back" with her back against meYes, meanwhile one other female customer came in, she quickly stood up to address them, and still ignored me while I was talking to herShe did not ASK me to leave, she told me I HAD to leave or she would have me personally "removed out of the store." I told her I just want my money back! She cockily said "its not my problem, take it up with your credit card company." Her ignorance made me upset enough to call the policeShe technically ruined my property by cutting my straps off of a $bag and stole my money for a repair she didn't complete
Although she said she would still complete the job, I definitely do not and will never trust this woman with my propertyI'm at a loss not only the repair cost, but without straps, the bag is useless as wellFirst of all, at least give your customers a courtesy call, or a heads up of some sort so were not left in the blue with things were trusting enough to leave behindSecond, to talk to customers the way she does and treat customers with such disrespect is completely wrongYes, she may be the only registered bag and shoe repair business on island, but it doesn't give her the right to treat us the way she doesI think she should be trained how to treat people in general, let alone customers, or else be shut down as a businessBtw her business isn't registered with the DCCA as "If The Shoe Fits" its listed as "Maui Shoe Repair"- yet another fabrication of the truth.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
What time was spent with my bag? The day I picked it up (11/2) it looked exactly the same as the day my fiancé went to check on it (10/8)She simply snipped my straps off...that's itAnd no money was spent on ordering MY particular strapsPrior to ever making any contact with her she already ordered black strapsHer words were "you know what, I actually JUST ordered these straps that could work" and they should be coming in any day nowWhich is why I initially said I would bring my bag back when they arrived, so I could also check they would match the bag before she installed themSo to say that she wasted time and money on ordering materials for me is a complete lie! Let's compare when she ordered her material 'specifically for me' and compare it with the time stamp on my sales receipt from her Moreover; the sign she attached says "store credit only, no refunds" when she actually says "no returns or exchanges" isn't an exchange a form of store credit? Where is that sign? It wasn't expressed, pointed out nor implied in any conversation whatsoever on 10/Was it under the bag I put on the counter? Had I been informed of such a policy up front I surely wouldn't have left my bag without knowing what was going on it She in absolutely NO way shape or form tried to dissuade me, in fact it was the complete oppositeShe was very adamant about paying upfront that minute because she was "giving me a quote" as if I left the store without payment, the quote wouldn't be validKnowing she is the "only service provider on the entire island" she knew she could manipulate the situation. As a business owner shouldn't you have a contract of some sort? No such thing was presented, as a customer we want to trust that a business has our best interests at heart and not out there to take our money because of a "technicality." Should we as customers have to look for signs, red flags or reasons not to trust a business before giving them our money? Why tell me it will be done in weeks and tell my fiancé it would actually be done in only a week and a half when he tried to get my bag back? She told him the only reason she tells customers UP TO weeks is to give herself that extra time just incase situations like this occurBut at weeks, my simple job had not even progressed past work done on day 1. Also, she claims she is still willing to "complete the job", how and why would I enter the store when I was yelled at to leave before I was "escorted out?"With what little "work" was done on my bag, all I was initially asking for was a simple refund! It's a shame, I can't believe it's even escalated to this pointNo respectful business would have taken it this far to prove a point, more so to protect themselves with multiple liesThis obviously isn't the first time such faulty business practices have happened with this company.
Sincerely,
*** ***

I took a brand new pair of Frye boots to "If The Shoe Fits" to be re-soled, and the owner
charged $up front to order new soles and installAfter I paid her she said she would not guarantee her work I picked up my boots and she refuses to refund me

Complaint: ***
I am rejecting this response because:Most of what she says is a complete fabrication of the truthThere was absolutely NO TIME to think about the decision as she saidShe pressured me into making a decision on the spotHer exact words were "if I'm giving you a quote you need to pay now"I immediately thought it was strange since she said she didn't have the parts that she said she "ironically JUST ordered" BEFORE I even made a visit to her(Although in her response, she claims she ordered the part after I left)I had asked her to call me when the straps came in and I will bring my bag back and pay thenBut her response was coercive and not suggesting me to "think about the decision" as she saysShe said she wouldn't do the job unless I paid upfront that very dayStill hesitant, I decided to leave the down payment and asked her if I would be able to bring the bag back when the parts arrived because I didn't want to leave a $bag with a strangerShe told me no, I HAD to leave itNot once in the entire visit did she EVER mention the "no return policy" she says she repetitively stated, nor even point out the sign on any counterI am a very cautious person, had I known there was no room for returns I most definitely wouldn't have paid someone who was acting as fishy as she wasAlthough she may be the only known source on maui to repair bags, there are better options off island I should have used instead, but I gave her the benefit of the doubt. As far as the timeline goes, she did not tell me the "average" turn around time, she specifically said it will be done in weeks not giving any wiggle room for before or afterMoreover, my fiance did NOT call (as she says) upset that I left my bag, nor did he make ANY contact with her at this pointThat very night, 10/7/at 10:39pm, I, myself kindly emailed her and told her he would be by to pick up the bag before lunch(I have the screen shot of the actual email I sent)She rudely responded at 7:on 10/8/"We already started itI can not give a refund but you can pick it up unfinished or wait." The next day my fiance went to pick up the bag, but she assured him it would be done in an even shorter time, only and 1/weeks because she was "just waiting for the part to arrive" blaming it on the slowness of delivery to Hawaii My condition, pregnant or not should not have been any indication of how "emotional" I am; How dare she even use that as an excuse to treat me the way she did. I waited the 1&1/weeks, no call or any update on my bagI waited the weeks as promised, still no callBeing a business owner myself, I'm a patient and respectful person especially when it comes to a deadlineI wanted to wait until she called, either with a status update or with a time to pick it up By Monday 11/2/15, days past her week promise, I had my fiance do a follow up call at 10:32am, almost FOUR weeks, not like she said in her responseIn a minute conversation, he did not harass her like she says, he simply informed her it was past weeks, and we hadn't heard anythingShe gave him the run around, saying she didn't know when it would be done, but whenever she "could get to it" because we were NOT "priority." Later that day, I decided I would talk to her myself Not making a "complete fuss" at all I went in to the store, asked the lady at the counter if I could simply "pick up my bag", she asked my name and suddenly Teri, from behind the desk defensively interrupted "did we call you??"I told her "no, but it was past my weeks as promised." Firing back at my response, she began to raise her voice and rudely said "If I didn't call you, it is not doneYou can take the bag unfinished, but I'm not giving you your money back"I told her "thats not right, you didn't complete your job as promised so I deserve my money back." She pulled out someone else's black Chanel bag, tossed it on the counter and went back to her work, like she didn't want anything to do with meI told her that wasn't mine, so she pulled out my bag and threw that on the counter and ignored me againNot addressing the issue other than repetitively saying "I'm not giving you your money back" with her back against meYes, meanwhile one other female customer came in, she quickly stood up to address them, and still ignored me while I was talking to herShe did not ASK me to leave, she told me I HAD to leave or she would have me personally "removed out of the store." I told her I just want my money back! She cockily said "its not my problem, take it up with your credit card company." Her ignorance made me upset enough to call the policeShe technically ruined my property by cutting my straps off of a $bag and stole my money for a repair she didn't complete Although she said she would still complete the job, I definitely do not and will never trust this woman with my propertyI'm at a loss not only the repair cost, but without straps, the bag is useless as well.First of all, at least give your customers a courtesy call, or a heads up of some sort so were not left in the blue with things were trusting enough to leave behindSecond, to talk to customers the way she does and treat customers with such disrespect is completely wrongYes, she may be the only registered bag and shoe repair business on island, but it doesn't give her the right to treat us the way she doesI think she should be trained how to treat people in general, let alone customers, or else be shut down as a businessBtw her business isn't registered with the DCCA as "If The Shoe Fits" its listed as "Maui Shoe Repair"- yet another fabrication of the truth.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Teri E*** the owner of " if the shoe fits" response is right up there with a modern day politician, full of insults and excuses Facts are , I paid Teri E*** $ on Aug26th to repair my $Frye shoesFact: Teri E*** tells me AFTER I pay her she does NOT guarantee her work, so
of course I don't want my $shoes ruined so I picked them upFact is Teri E*** did not render ANY service what so ever, but she claims a no refund policy, is this even legal?,
I agree with ** on *** , Maui does not deserve this kind of bad business! Mahalo for your help ***, hope we can resolve.
Sincerely,
*** ***

From: *** *** *** Sent: Monday, April 27, 2:PMTo: InfoSubject: complaint id
*** Aloha *** ***, Thank you for the opportunity to address the clients complaint. The client waited until the last minute to order shoes for her daughters' VERY IMPORTANT occasion. I caught an error on her order and called the client immediately to let her know. I let her know I could still have the shoe delivered on time and offered 2day air delivery and she could borrow the same shoe for her fitting so that we could get her taken care of in time, all at no extra charge. She declined my offer and my apology. She was refunded the next day Sincerely, *** ***

Thank you for the opportunity to address this customers complaint.  The client came to my store to have her handbag repaired.  I am the only service provider for the entire island.  BEFORE I accepted her project I gave her ample opportunity to change her mind.  I encouraged her...

to re-think it because I do not give refunds, as clearly stated on my counter.  I told her I don't give refunds and if she wanted to think about it, we would encourage her to do so and to bring the bag back later if she waned to go forward.  I told her how much it would be and the "average" turnaround of three weeks.  It could be more, it could be less, thus the "average."  That is what I tell all my clients.  She still hesitated, so again, we encouraged her to think about it.  She finally decided to have the work done and paid and left her item for repair.  My staff and I prepped the bag and ordered the parts for it.The next day, the husband called, upset that his wife left the bag for repair and said he wanted it back and a refund.  I stated our policy and that he could have the bag, but we have already started the work and ordered the parts, I would be unable to refund it.  We also made it clear how we gave his wife plenty of time to decide.  He agreed to leave it and made a comment about how emotional his wife is because she is pregnant and she didn't know any better.The husband called the day before the three weeks was up harassing us about the bag.  We told him the parts had just arrived and we would be able to get to it the following Monday, but that current week we were completely booked with clients whose items were due before his.  We told him that the three weeks is an average and as with ALL our clients we would call him when it was ready and that we would put his wifes project as a priority for today, Nov. 9. The client came in later that day, making a complete fuss, threatening to call the police and complaining to other customers in the store about us and our service.  I asked her to leave. We gave her the bag, but we didn't refund the client.  I made it clear that we would still help her with the repair.  She called the police, who told her it was a civil matter.I still have the parts and am willing to finish the job.

Complaint: [redacted]
I am rejecting this response because:    Teri E[redacted]  the owner of " if the shoe fits" response is right up there with a modern day politician, full of insults and  excuses. Facts are , I paid Teri E[redacted] $ 62.50 on Aug. 26th to repair my $250 Frye shoes. Fact: Teri E[redacted] tells me AFTER I pay her she does NOT guarantee her work, so of course I don't want  my $250 shoes ruined so I picked them up. Fact is Teri E[redacted] did not render  ANY  service what so ever, but she claims a no refund policy, is this even legal?, I agree with ** on [redacted] , Maui does not deserve this kind of bad business!  Mahalo for your help [redacted],         hope we can resolve. 
Sincerely,
[redacted]

This clients claim is erroneous and dramatically incomplete.  This is what happened:The client called our office multiple times to see if we would repair his boot.  We let him know we dont repair workboots.  He brought the boot in for me to see.  I told him I would not do the job...

because removing this type of sole would gunk up my machine.  He spent 20 minutes of my time trying to convince me.  I told him that if he wanted to remove the sole I would put a new one on and the charge would be $60.  He brought it back with the sole removed but he also removed all of the stitching to the mid-sole.  I told him he wasnt supposed to do that and I usually charge extra to sew this type of midsole on, but since he labored over the removal of the sole, I wouldnt charge him extra. Next he asked if I was going to sew the midsole on in the exact same sew holes as before.  I told him no.  I use a 1,000 lb machine and I would have to manually place each ole and I was not going to do that.  If I did, I would charge him an extra 80-120 and he didn;t want to pay that.  I told him not to leave them with me if he wasnt sure.  He decided to go forward with the service anyway.  I made sure to have him sign and initial each detail of my return policy (attached).  My policy is a clear no refunds.  the client selected the type of sole I was to order, paid the bill and left.  We saw him a we** later when he came in and said that the boot company would do the job so he wanted a refund.  I told him he was putting me in an akward position because he clearly signed the no refund policy.  I told him I would compromise and refund all labor charges but not the parts and shipping.  He agreed.  When I tried to refund his credit card, my square swiper didn't recognize his credit card.  It was not the one he paid with and it wont let me refund if it wasn't on the same card.  It was taking a long time and I asked if he wanted to wait until I could get square on the phone and figure out what to do.  I told him it might take a while, and I would call him with an answer the next day.  The client wanted to leave and said, "I'll come back when the soles arrive to pick them up.  We can handle it then."  The soles arrived, I have called him twice with no response.  This is the first time he has made contact.  I will not refund the supply cost.  I didn't mind the labor cost, which I will still honor, even though my staff and I catered to this man for a long time, only to end up with more time-consuming activities.  My staff was witness on all occassions mentioned above.

Thank you for the opportunity to address this customers complaint.  The client came to my store to have her handbag repaired.  I am the only service provider for the entire island.  BEFORE I accepted her project I gave her ample opportunity to change her mind.  I...

encouraged her to re-think it because I do not give refunds, as clearly stated on my counter.  I told her I don't give refunds and if she wanted to think about it, we would encourage her to do so and to bring the bag back later if she waned to go forward.  I told her how much it would be and the "average" turnaround of three weeks.  It could be more, it could be less, thus the "average."  That is what I tell all my clients.  She still hesitated, so again, we encouraged her to think about it.  She finally decided to have the work done and paid and left her item for repair.  My staff and I prepped the bag and ordered the parts for it.The next day, the husband called, upset that his wife left the bag for repair and said he wanted it back and a refund.  I stated our policy and that he could have the bag, but we have already started the work and ordered the parts, I would be unable to refund it.  We also made it clear how we gave his wife plenty of time to decide.  He agreed to leave it and made a comment about how emotional his wife is because she is pregnant and she didn't know any better.The husband called the day before the three weeks was up harassing us about the bag.  We told him the parts had just arrived and we would be able to get to it the following Monday, but that current week we were completely booked with clients whose items were due before his.  We told him that the three weeks is an average and as with ALL our clients we would call him when it was ready and that we would put his wifes project as a priority for today, Nov. 9. The client came in later that day, making a complete fuss, threatening to call the police and complaining to other customers in the store about us and our service.  I asked her to leave. We gave her the bag, but we didn't refund the client.  I made it clear that we would still help her with the repair.  She called the police, who told her it was a civil matter.I still have the parts and am willing to finish the job.

Complaint: [redacted]
I am rejecting this response because:What time was spent with my bag? The day I picked it up (11/2) it looked exactly the same as the day my fiancé went to check on it (10/8). She simply snipped my straps off...that's it. And no money was spent on ordering MY particular straps. Prior to ever making any contact with her she already ordered black straps. Her words were "you know what, I actually JUST ordered these straps that could work" and they should be coming in any day now. Which is why I initially said I would bring my bag back when they arrived, so I could also check they would match the bag before she installed them. So to say that she wasted time and money on ordering materials for me is a complete lie! Let's compare when she ordered her  material 'specifically for me' and compare it with the time stamp on my sales receipt from her.  Moreover; the sign she attached says "store credit only, no refunds" when she actually says "no returns or exchanges" isn't an exchange a form of store credit? Where is that sign? It wasn't expressed, pointed out nor implied in any conversation whatsoever on 10/2. Was it under the bag I put on the counter? Had I been informed of such a policy up front I surely wouldn't have left my bag without knowing what was going on it.  She in absolutely NO way shape or form tried to dissuade me, in fact it was the complete opposite. She was very adamant about paying upfront that minute because she was "giving me a quote" as if I left the store without payment, the quote wouldn't be valid. Knowing she is the "only service provider on the entire island" she knew she could manipulate the situation. 
As a business owner shouldn't you have a contract of some sort? No such thing was presented, as a customer we want to trust that a business has our best interests at heart and not out there to take our money because of a "technicality." Should we as customers have to look for signs, red flags or reasons not to trust a business before giving them our money? 
Why tell me it will be done in 3 weeks and tell my fiancé it would actually be done in only a week and a half when he tried to get my bag back? She told him the only reason she tells customers UP TO 3 weeks is to give herself that extra time just incase situations like this occur. But at 4 weeks, my simple job had not even progressed past work done on day 1. 
Also, she claims she is still willing to "complete the job", how and why would I enter the store when I was yelled at to leave before I was "escorted out?"
With what little "work" was done on my bag, all I was initially asking for was a simple refund! It's a shame, I can't believe it's even escalated to this point. No respectful business would have taken it this far to prove a point, more so to protect themselves with multiple lies. This obviously isn't the first time such faulty business practices have happened with this company. 
Sincerely,
[redacted]

Attached is the return policy posted on the counter, right where all the projects are received.  i would rather have a customer take time to consider their purchase rather than have to give refunds for this exact reason.  We went out of our way to dissuade the client, not coerce.  Buyers remorse is something we have all experienced but it does not make our company liable.  We already spent time and materials on the project so I can not refund the client.  The offer still stands to complete the project while we still have the supplies that we ordered specifically for them.

This clients claim is erroneous and dramatically incomplete.  This is what happened:
The client called our office multiple times to see if we would repair his boot.  We let him know we dont repair workboots.  He brought the boot in for me to see.  I told him I would not...

do the job because removing this type of sole would gunk up my machine.  He spent 20 minutes of my time trying to convince me.  I told him that if he wanted to remove the sole I would put a new one on and the charge would be $60.  He brought it back with the sole removed but he also removed all of the stitching to the mid-sole.  I told him he wasnt supposed to do that and I usually charge extra to sew this type of midsole on, but since he labored over the removal of the sole, I wouldnt charge him extra. Next he asked if I was going to sew the midsole on in the exact same sew holes as before.  I told him no.  I use a 1,000 lb machine and I would have to manually place each ole and I was not going to do that.  If I did, I would charge him an extra 80-120 and he didn;t want to pay that.  I told him not to leave them with me if he wasnt sure.  He decided to go forward with the service anyway.  I made sure to have him sign and initial each detail of my return policy (attached).  My policy is a clear no refunds.  the client selected the type of sole I was to order, paid the bill and left.  We saw him a we** later when he came in and said that the boot company would do the job so he wanted a refund.  I told him he was putting me in an akward position because he clearly signed the no refund policy.  I told him I would compromise and refund all labor charges but not the parts and shipping.  He agreed.  When I tried to refund his credit card, my square swiper didn't recognize his credit card.  It was not the one he paid with and it wont let me refund if it wasn't on the same card.  It was taking a long time and I asked if he wanted to wait until I could get square on the phone and figure out what to do.  I told him it might take a while, and I would call him with an answer the next day.  The client wanted to leave and said, "I'll come back when the soles arrive to pick them up.  We can handle it then."  The soles arrived, I have called him twice with no response.  This is the first time he has made contact.  I will not refund the supply cost.  I didn't mind the labor cost, which I will still honor, even though my staff and I catered to this man for a long time, only to end up with more time-consuming activities.  My staff was witness on all occassions mentioned above.