Jim's Shoe and Boot Repair

Dear Revdex.com,I am responding to complaint #[redacted]  We have made an honest effort to remedy the issue with this customer.  We are not used to any matter reaching this point and feel we have done our best to please this particular situation.  We take pride in making our customers happy and have proven that thru our many years in service to the community.  At this point, we will stand with resolving the issue thru all monies refunded or the equal amount in future repairs.  We would love to discuss this further directly the customer would like to choose so.  Until then, we at Jim's Shoe Repair are now finished with the matter.  ..Thank you for your time.Yours Truly,HJ. M[redacted]ProprietorJim's Shoe Repair

I explained there wasn't an issue w/ any of the glue being on the shoe the issue was where she got glue on the leather & she proceeded to scrape away the glue with something that dug into the shoe causing it to be destroyed not by the glue but by her actions after she got the glue all over the shoe & couldn't remove it w/o tearing the leather to pieces,as you can see by the picture attached.I discussed this with her upon picking up the shoes she continued to say that it was just glue & nothing was wrong with the shoe when you can clearly see that she had destroyed the shoe by tearing leather pieces off where she got glue all over the show instead of trying to keep it minimal to the sole area of the shoe.@ time of pickup I didn't request her do anything as I told her I would take the shoes to my husband where he can look at the poor quality of her work & decide what he wanted to do when I contacted her via phone she began screaming vulgarities &obscenities telling me that she does not care if the shoes were destroyed in the process of her trying to reattach the sole.I believe she was careless in her use of the amount of glue which caused it to rise onto the leather much higher then it should have been & in her panic she used something to try & scrape the glue away tearing pieces of the leather off of the shoe resulting in Irreplaceable destroyed shoes,which I can not confirm but I can confirm she did poor work.Her disregard for a customer's satisfaction and the level of attitude and poor customer service along with her unprofessional demeanor including but not limited to her accosting me over the phone with unrepeatable words I believe this is a very poorly managed and owned company that has got away with probably destroying many people shoes in the process of probably fixing some too but aren't a company high enough standards to try to fix a problem caused by their inability to repair something so simple and continuing

At first you think the owners must know what they are talking about see as how they say they have been in service for years and they seem to want to explain the process in detail so you know what you will be getting as an end result, but boy was I wrong to listen. We took a pair of shoes in to have a part of the sole re glued. These shoes were purchased a while ago but rarely worn to preserve them and were kept in a box while stored in the closet. The repair didn't require glue to go anywhere near the top of the shoe where it is all suede. some how the lady managed to get glue all over the suede and when glue touches suede it is absorbed quickly and can not be removed. When I questioned her about the glue on the suede she proceeded to tell me that when glue gets on shoes she is fixing she usually buffs it off and its no problem but since you cant buff suede without ruining it she chipped the glue off. I asked her why she would chip dried glue off suede when she could clearly see she was ripping the shoe off. she said she didn't want to leave glue on shoe. I asked her how we are going to fix this as these shoes are no longer available at the store and we paid good money for the shoes and or her to fix them and she began to yell and scream at me and was very rude and said she was closing and said I must leave now. Horrible customer service and ever worse quality work. don't take your shoes here for repair unless you want them to be worse than they were before they were taken to this awful place. Years in the business does not mean they know what they are doing apparently they have just got lucky not to have enough complaints to be forced to close.

Hello,This is a response from a previous customer at Jim's Shoe Repair in Tempe, AZ.  I have read the entire complaint from this customer and would like to respond with the following.  We at Jim's Shoe Repair have been in business for over 32 years in the Phoenix metro area and...

have serviced tens of thousands of customers in that time frame.  We try very hard to make every job look as new as possible with each customer.  We realize that our customer is our livelihood and we do all we can to make them happy with the results.On approximately 2/13/2016, this particular customer came in with a somewhat common repair that required glue to remedy the issue.  In ALL our estimates, we inform the customer that we cannot guarantee a 'perfect' result.  In this case, the sole was separated from the rest of the shoe.  We informed the customer that some of the glue may show once finished to insure proper adhesion.  We told her that we would do our best to remedy that if any showed.  She agreed and we repaired the shoe.  At the end, she was not satisfied and proceeded to argue with the representative at the counter stating she wanted to have us replace the shoe in cost.  We offered to discuss and ultimately not charge her for the job.  This obviously was not good enough.  As stated above, we take pride in making our customers satisfied.  We would still like to make her happy and give her credit for the same repair estimate in future repair work but we do not feel that we should replace the shoe when everything was clearly stated upfront.  Thank you for your time,H.J. M[redacted]Proprieto