Resole America

Revdex.com spoke to a representative who stated that a refund was provided to the customer on January 29,

Please see attachment??? DEC 2015Resole America 12/14/[redacted] , Revdex.comK St., NW, 10th Floor Washington, DC 20005-3404RE: ID [redacted] It's unfortuante that [redacted] 's experieince with us was so distasteful; while I'll admit that the phones this season (our busiest time by far) were not handled terrifically, we feel that the fact that the boots needed additional leather patch work added to the delay in this particaulr orderThat work is very specialized, and it just takes timeWe are sorry...Due to an increase in volume in Oct/Nov./Dec., we were forced to have all of our employees, including those representing Customer Service, out on the Productioon floor, trying to assist in getting the shoes and boots outI am personally involved in overseeing the area, and I’m dumbfounded that our employees, who regualarly check messages and emails (every hour) would simply disregard a customer's messageAgain, we apologize for that—been in the biz now almost years here, and that doesn't happen with continuoius shoddy service.John B [redacted] Resole America [redacted] • Warrenton, VA - ###-###-#### • fax: ###-###-####www.resole.com

Revdex.com spoke with a representative from the business who stated that they have no way of knowing where the stains came from, but they did pay the customer the amount it would take to replace the boots at over $They also offered to stain the boots to cover the ink stains, which she declinedHe stated that they did return the original boots after attempting to get the ink stains outThose had already been resoledIn addition they have paid to replace the boots, and will not offer any further refund

Revdex.com:
I have reviewed the offer and/or response made by the
business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Check has not been received and therefore check has not been cashed; nor have I received a response to my emailto understand how you propose to make this right
Regards,
*** ***

Revdex.com spoke with a representative from the company who said that he had spoken with the complainant's wife, and that they were going to resole the shoes and send them back, and the complainant's wife had agreed to that resolutionHe stated that the shoes were shipped on April

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have
determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Check has not been received and therefore check has not been cashed; nor have I received a response to my emailto understand how you propose to make this right
Regards,
*** ***

Please see attachment???  DEC 1 6 2015Resole America 12/14/2016[redacted], Revdex.com1411 K St., NW, 10th Floor Washington, DC 20005-3404RE: ID [redacted]It's unfortuante that [redacted]'s experieince with us was so distasteful; while I'll admit that the phones this season (our busiest time...

by far) were not handled terrifically, we feel that the fact that the boots needed additional leather patch work added to the delay in this particaulr order. That work is very specialized, and it just takes time. We are sorry...Due to an increase in volume in Oct/Nov./Dec., we were forced to have all of our employees, including those representing Customer Service, out on the Productioon floor, trying to assist in getting the shoes and boots out. I am personally involved in overseeing the area, and I’m dumbfounded that our employees, who regualarly check messages and emails (every hour) would simply disregard a customer's message. Again, we apologize for that—been in the biz now almost 20 years here, and that doesn't happen with continuoius shoddy service.John B[redacted] Resole America[redacted] • Warrenton, VA 20187 - ###-###-#### • fax: ###-###-####www.resole.com

Revdex.com spoke with a representative from the company who said that he had spoken with the complainant's wife, and that they were going to resole the shoes and send them back, and the complainant's wife had agreed to that resolution. He stated that the shoes were...

shipped on April 11.

Revdex.com spoke with a representative from the business who stated that they have no way of knowing where the stains came from, but they did pay the customer the amount it would take to replace the boots at over $300. They also offered to stain the boots to cover the ink stains, which she declined. He...

stated that they did return the original boots after attempting to get the ink stains out. Those had already been resoled. In addition they have paid to replace the boots, and will not offer any further refund.

We called the customer and left a message on her voicemail the afternoon of the 29th with instructions for the customer to send their shoes in for a repair at our cost. From what the tech saw in the pictures sent he...

believes that he can repair the shoes so that there is no visible damage to the straps. We want to give this as an option because the shoe she sent to us is no longer available through retailers, she cannot replace these shoes. Until we received this complaint we were not aware she had not received the voicemail. We will continue to resolve this with the customer.

Revdex.com spoke to a representative who stated that a refund was provided to the customer on January 29, 2016.

Revdex.com spoke with a representative from the business who stated the customer's refund of $34.50 was sent on April 8, and that the check has already been cashed.

Hello [redacted] I have attached the Check Stub for the refund. We sent this out on Monday so she should receive it today. Please let me know if you need anything else.Thank you, Jason

Review: After [redacted] recommended Resole America as a business to repair a pair of boots I have with compressing soles, I sent my boots to be repaired. They came back looking a little strange--heels were noe a glossy black and not leather--and after one wear, the heels fell apart. It was clear the boots were not reheeled but merely mended. After I exchanged emails with John, from customer service, he told me they could refund me the money or try to make it right by repairing them again. I received these back yesterday and the heels are newly glazed black again and the disrepair from the previous "fix" can be plainly seen where they have just been filled in. The boots were not reheeled again. I have contacted them via email for a full refund, though that has yet to be dealt with from the first go-round. This company does terrible work that is not skillful nor does it do the work it says it is going to do.Desired Settlement: I would like a refund of the money I sent them for the repair, at a minimum. What I would really like is for this company to pay for me to get my boots repaired at a reputable cobbler--since now they have destroyed the heel to the point that they need to be fixed again.

Business

Response:

Revdex.com spoke with a representative from the business who stated the customer's refund of $34.50 was sent on April 8, and that the check has already been cashed.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Check has not been received and therefore check has not been cashed; nor have I received a response to my email. to understand how you propose to make this right.

Regards,

Business

Response:

Hello [redacted] I have attached the Check Stub for the refund. We sent this out on Monday so she should receive it today. Please let me know if you need anything else.Thank you, Jason

Review: I first contacted Resole via email, sending pictures of my boots, to see if repairs could be made. I was told that they needed to be viewed in person so I sent them in, and was told that the turnaround time was approx. 2 weeks from date of receipt of boots. Over a month later, and many unanswered calls, I finally spoke with an employee who said that I would be charged $75 to resole and close the split toe of the boots, only if the work could be done. I received a charge on my credit card for $74.50 from Resole in mid January. Then, about two weeks later, I received my boots in the mail and the work had not been done!!! (This was never communicated to me before receiving the package.) Instead there was a weak apology note stating that I was to receive a refund as the work could not be done because they would have to tear the stitching in the process. However, the boots had been conditioned which stained them darker---about two shades darker. Had this been discussed, I would have declined the conditioning because I did not want the color to be affected. Again, poor communication on behalf of Resole. It has been another two weeks since the original charges were made and there has still not been a refund on my account. I tried speaking with an employee, Sean, yesterday about this matter. Instead of helping resolve the matter, he tried to blame me for the incident, tell me that I was not in their system, and then he hung up on me as I pressed for more information and a solution. This has been unprofessional and lazy service. Additionally, the boots have been altered and I was charged for work that was never even performed. I have no choice but to seek outside help after the poor performance of the employee yesterday.Desired Settlement: I want a full refund of the arbitrary charges made--$74.50.

Business

Response:

Revdex.com spoke to a representative who stated that a refund was provided to the customer on January 29, 2016.

Review: I originally sent my shoes for repair in August, 2015; when I received the shoes later in the fall, I noticed that they were inadequately repaired; the seems were loose and coming apart so I requested a return. The customer service department agreed to repair them again but I have not heard from them since. I have left voice messages and submitted a request via their website.Desired Settlement: I would either like to have my shoes back repaired or receive a full refund. My order number with the company is #[redacted]

Business

Response:

Revdex.com spoke with a representative from the company who said that he had spoken with the complainant's wife, and that they were going to resole the shoes and send them back, and the complainant's wife had agreed to that resolution. He stated that the shoes were shipped on April 11.

Review: I sent my boots in to be resoled. I paid $94 for this process. When my boots were returned to me, they were covered in ink. The company had me send them back and wound up saying yes, they were destroyed and apologized. They refunded me the price of the boots (as of 3 years ago) but refused to refund the $94 for the cost of the resoling even though the boots are ruined. I have phoned them numerous times and have refused to return my phone calls.Desired Settlement: I believe I should be refunded the $94 - the amount I paid for the resoling.

Business

Response:

Revdex.com spoke with a representative from the business who stated that they have no way of knowing where the stains came from, but they did pay the customer the amount it would take to replace the boots at over $300. They also offered to stain the boots to cover the ink stains, which she declined. He stated that they did return the original boots after attempting to get the ink stains out. Those had already been resoled. In addition they have paid to replace the boots, and will not offer any further refund.

I sent a pair of boots that needed a new sole. I had to resend them 3 times because the sole was not sealed properly. By the 4th time I had to send them back, I asked for a refund. The person I spoke to was not kind or professional. I will not name names, however, I feel that as a business, if I had made that many mistakes I would offer the customer a refund for their inconvenience before they have to ask me for one.

I just recently tried a resole of my [redacted] boots by Resole America and was very dissatisfied in their lack of quality control. The resoling look okay but some of my enclosed eyelets on both boots were crushed where I couldn't even get the shoelace anglets thru the holes. The only response I received from their questionable customer support was that yes it probably happened while pressing on the soles but I needed to take a screw driver and try to gently open them back up! What Service and Quality Control they provide! If I need another resole I will definitely take my business to someone else!

Review: On June 27th, I sent a pair of [redacted] sandals to Resole America to be recrafted, (wherein everything is replaced except the leather strap and buckle, both of which were in good condition). I received my sandals back on July 16th and they are ruined. The leather portion of the sandals where the cork meets the rubber sole looks like it was put against the edge of the sander or grinder and held there until it almost cut through. Note that this is on BOTH sides of BOTH sandals -- inner & outer, right & left. Upon receipt, I sent an email to the company to let them know of my dissatisfaction and offered to send photos illustrating the damage.

On the morning of the 22nd, I received an email response from [redacted] Cassell in Customer Service, stating: "I apologize for the delay, I was out sick a couple days and got behind on emails. Pictures would be great, I don't want you to go through the shipping process for something which doesn't sound repairable. I will show it to management and discuss reimbursement with them."

In response, I emailed 4 photos to them, along with the text: "Thank you for your response to my email. Per your request, please find attached 4 photos, one for each side of each sandal. I think they perfectly illustrate the damage that was done and why I am so dissatisfied. Thank you in advance for your time and attention to this matter. I greatly appreciate it."

As of the 29th, I had received no response, so I sent another email, as follows: "Good Morning [redacted], I wanted to follow up with you to see if you received the pictures I sent showing the botched repair to my [redacted] sandals. If so, I also wanted to find out whether you've had a chance to show them to management and discuss reimbursement. (If more photos are necessary, let me know & I will send more.) I feel very strongly that I am due a refund. I sent my [redacted] to Resole American with the understanding that they would be recrafted by professionals who knew what they were doing and who took pride in their work. Instead, what I got back was a pair of ruined sandals. And I paid $82 to have them ruined. This is not right. Please contact me."

As of today, the 31st, I have received no further response or acknowledgement of my complaint.Desired Settlement: Full refund of $82.00

Business

Response:

We called the customer and left a message on her voicemail the afternoon of the 29th with instructions for the customer to send their shoes in for a repair at our cost. From what the tech saw in the pictures sent he believes that he can repair the shoes so that there is no visible damage to the straps. We want to give this as an option because the shoe she sent to us is no longer available through retailers, she cannot replace these shoes. Until we received this complaint we were not aware she had not received the voicemail. We will continue to resolve this with the customer.