Leather Spa

Revdex.com:
At this time, I have not been contacted by Leather Spa regarding complaint ID ***
Sincerely,
*** ***

Review: Additional Nature of your Review:

Failure to respond to phone calls or written requests for assistance or support.

On December [redacted] I dropped off a pair of sandals to be steam cleaned. On January [redacted], I received the shoes that were shipped from Leather Spa to my home in Miami. To my shock, the fabric on the soles of the shoes had eraser-tip-sized holes. Holes that did not exist when I brought the shoes in on December [redacted]. I called Leather Spa to tell them about the unsatisfactory condition of my shoes. I was instructed to email them pictures of the damaged shoes. They apologized for the inconvenience and said they would repair the shoes if I sent them back and that the would reimburse me for the shipping cost.

My shoes arrived at Leather Spa on January [redacted]. On January [redacted], I received a call from the [redacted], with an abrasive, unprofessional tone, stated that she looked at the shoes and declared that there is no way Leather Spa damaged the shoes ("We do not do work like that") and that there is no other explanation for the holes other than I must have brought them in like that and simply didn't notice. I tried to explain to her that I inspected the shoes before I brought them in and I reinspected them while I was there dropping them off. They only needed to be steam cleaned. Should there have been any holes in the fabric, the gentleman who rang my order up when I dropped them off would have mentioned it to me and/or written the details in my order. I have the original receipt and no such details were ever written on the order.

Should there have been any holes in the fabric of the sole of the shoe, I would have had the fabric replaced. [redacted] said: "You wouldn't have done that because you didn't know we offered that service." To which I responded, in fact I did know they could replace the fabric of the soles because they had done it on that exact pair of shoes before. I asked her to review the history my orders to confirm. She didn't care. She refused to hear what I was saying and said "let's just agree to disagree" while offering no solution. She then said the only way she will fix the shoes is if she sees a picture of the shoes before I brought them to LeatherSpa.

On January [redacted], I called Leather Spa and left a message for [redacted]. She never returned my call. On January [redacted] I emailed Leather Spa and notified them that I could not find the pictures of the shoes [redacted] was requesting and asked how to proceed, requesting to be contacted via email moving forward. I did not hear from anyone at Leather Spa, for 4 days, so I emailed to follow up on Feb [redacted]. I STILL did not hear from them for another 3 days. So, on Feb [redacted] after I emailed them AGAIN regarding how to proceed and should they not respond in a timely fashion I will be left no choice other than to contact the Revdex.com for they undoubted lack of professionalism. I heard back from them immediately. They apologized and said they are in the middle of Fashion week and would get back to me "soon."

A couple of hours later that day, I received a voicemail from [redacted] (after I repeatedly ask them to contact me via email ONLY) stating that although they are sure they did not do the damage on the shoes they will replace the fabric of the soles with suede or leather free of charge as long as I pay for the shipping when they are finished and that because they are doing this repair, they will not reimburse me the shipping expense they originally said (on Jan **) they would reimburse me for.

That day (Feb [redacted]) I responded via email: "I got your voicemail. To reiterate what was said in your voicemail: Leather Spa will not reimburse me the FedEx charges for shipping the damaged shoes back to Leather Spa from Miami. In exchange, Leather Spa will replace (free of charge) the damaged fabric with either suede or leather, whichever one to be selected will match the color of the shoe. I will then have to pay for shipping from LeatherSpa to my home. Is this correct? If yes, I would like the damaged fabric of the shoes to be replaced with suede that matches the color on the existing color of the suede straps. I will pick up the shoes in person, no need for my FedEx number.

For future reference, please only contact me via email."

I did not hear from them so Feb [redacted] I followed up with them via email. I did not get a response. Feb [redacted] I followed up with them via email. Again, I did not get a response. I called this morning (Feb [redacted]) and spoke with [redacted] (Customer service). She stated: "the reason why I have not responded to your emails since Friday is because [redacted] and [redacted]) have instructed me not to. They are trying to figure out the situation because you want a confirmation in email form." I said that this does not make any sense especially since all I am asking for is confirmation via email of the information Leather Spa left me via voicemail on Friday; this way both parties clearly understand what Leather Spa is responsible for and what I am responsible for. I wanted to know when the shoes will be ready as they never told me. I asked if I could speak to [redacted] and she said "No!." She said to email her so she could forward the information to [redacted] and [redacted]. Ironically, they prefer to be emailed about this situation but refuse to email me in return. Any how, I emailed them this morning. I stated if they do not get back to me via email by 3pm today, I will be contacting the Revdex.com and this is getting our of hand and not to mention neglectfully abusive.

At 2pm today, I received a phone call and voicemail from [redacted] , the [redacted] again against my wishes to be contacted via telephone. On the voicemail he mentioned nothing about confirming my email email. I called him back, thinking he would have more professionalism than [redacted]. Sadly, I was wrong. He said he has been in the business for 50 years and it is simply "wear and tear" and that I probably didn't see the holes. He also say that he will not respond to confirm my email as he does not want it to look like he is admitting Leather Spa did the damage (even though that is not what I was asking for). Contrary to what was previously promised to me, he said he would absolutely not replace the fabric on the shoes as it is " obviously wear and tear." That is the second time Leather Spa committed to something a retracted.

This is dishonorable and downright wrong.The way Leather Spa has handled and continues to handle this situation is completely unprofessional and the furthest thing from decent customer service.Desired Settlement: I would like to be reimbursed for the following:

1) Initial charge (including shipping) for steam clean : $59.43

2) Fed EX Shipping (was promised I would be reimbursed to send my shoes back) $10.54

Consumer

Response:

At this time, I have not been contacted by Leather Spa regarding complaint ID [redacted].

Sincerely,