Montclair Shoe Repair

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Customer brought in bag with a broken zipperThe problem was zipper headI told her it would be $to fix itShe paid $depositA week later she paid $when she came in to pick up the bagI showed her the new zipper head and demonstrated several times that zipper was fixed by closing and opening the zipperShe was satisfied and leftFew days later she came back accompanied by her husband demanding I fix her bag's zipper againI looked at the bag and it was not the same bag or the repair(if any) was not my workI've had this business in same location for yearsI know my work when I see itI told her this is not a new zipper head that I would useI told her I use a new zipper head when I replace an old broken zipper head and showed her a box of new zipper heads I keep in the storeShe raised her voice and demanded that I either fix the zipper or return $I told her this is not my work and again showed her a box of new zipper heads I keep and tried to explain to her I use a new zipper head when I repair a broken zipper headI asked them to leave my store because she would not hear what I was telling her or see what I was showing herAs they were leaving her husband spit on the floor of my store just because I guess he can Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Some things here are true, most are not I was in a hurry when I came to collect my purse and didn't pull the zipper up and down myself or really test itIt did work when the owner briefly tested it onceHowever both before I took the purse in to him and now, after I took it home, it works for a few minutes and the pulls apart entirelyNo change He is also correct that I don't have one of his new zipper heads on my bagI assumed either he fixed the old one or replaced it with a matching zipper headWhen I came back to say it still didn't work, the owner said that it was a different purse and not his zipper head and he knew his workI patiently tried, many times, to explain this, but he became more and more abusive and made less and less senseAt the time I thought he must have dementia and I felt bad for him, but don't feel he should continue in business if he ends up cheating customers and abusing them verballyIt was because of this that my husband, although he didn't spit, was furious and called him a liarAfter this altercation I looked up the business on Yelp and found any number of other customers with similar complaints about his behavior and his workIt is my hope that his family look into how he operates his business and they close it or oversee itI no longer want this man to do the repairs to my purse that he promised, but he does owe me a $refundAnd an apology, but I have no hopes of that

Initial Business Response /* (1000, 5, 2015/10/29) */
Customer brought in bag with a broken zipper. The problem was zipper head. I told her it would be $20 to fix it. She paid $10 deposit. A week later she paid $10 when she came in to pick up the bag. I showed her the new zipper head and...

demonstrated several times that zipper was fixed by closing and opening the zipper. She was satisfied and left. Few days later she came back accompanied by her husband demanding I fix her bag's zipper again. I looked at the bag and it was not the same bag or the repair(if any) was not my work. I've had this business in same location for 30 years. I know my work when I see it. I told her this is not a new zipper head that I would use. I told her I use a new zipper head when I replace an old broken zipper head and showed her a box of new zipper heads I keep in the store. She raised her voice and demanded that I either fix the zipper or return $20. I told her this is not my work and again showed her a box of new zipper heads I keep and tried to explain to her I use a new zipper head when I repair a broken zipper head. I asked them to leave my store because she would not hear what I was telling her or see what I was showing her. As they were leaving her husband spit on the floor of my store just because ... I guess he can.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Some things here are true, most are not.
I was in a hurry when I came to collect my purse and didn't pull the zipper up and down myself or really test it. It did work when the owner briefly tested it once. However both before I took the purse in to him and now, after I took it home, it works for a few minutes and the pulls apart entirely. No change.
He is also correct that I don't have one of his new zipper heads on my bag. I assumed either he fixed the old one or replaced it with a matching zipper head. When I came back to say it still didn't work, the owner said that it was a different purse and not his zipper head and he knew his work. I patiently tried, many times, to explain this, but he became more and more abusive and made less and less sense. At the time I thought he must have dementia and I felt bad for him, but don't feel he should continue in business if he ends up cheating customers and abusing them verbally. It was because of this that my husband, although he didn't spit, was furious and called him a liar. After this altercation I looked up the business on Yelp and found any number of other customers with similar complaints about his behavior and his work. It is my hope that his family look into how he operates his business and they close it or oversee it. I no longer want this man to do the repairs to my purse that he promised, but he does owe me a $20 refund. And an apology, but I have no hopes of that.

This issue is now resolved, thank you