Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I left my Coach purse there on August 10, 2023 to have one of the straps reattached and paid upfront, as usual. I was told they were backlogged but the latest pickup date would be in October and I would be notified if that changed. After inquiring on October 10, 2023 via text, I was told it should be ready for pickup on October 17 by the time they reopened. I have since been unable to reach anyone via phone or text, and when I stopped by on October 25th, the door was locked.They are no longer responding to my texts and not available via phone.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my Doctor ******* Ranger model diabetic boots on Sept 6, 2023, to have a few stitches repaired/re-sewn on the toes. I paid the $50 repair fee up front. Within a few minutes I received a text message telling me that my "appointment" to pick them up would be Sept 22nd at 10:15. I was unable to make that appointment, but on Sept 27th I arrived to find the shop "boarded up" -- doors locked and numerous paper signs telling people that the place was being renovated/repaired and would re-open October 17th. I sent a text message requesting my boots back ASAP. NO RESPONSE.On Oct 17th I again visited the shop -- still boarded, still with signs saying 'under renovation'... I did some checking with next door businesses who told me that no renovations work had been going on -- no contractors, no construction materials, nothing. I sent a text message stating my dissatisfaction with the situation and requesting my boots back ASAP and stating that I would take legal action if necessary to recover my property if it was not returned by 23 October. NO RESPONSE That morning I met another person there who was trying to pick up shoes, who told me the cobbler "*****" was battling cancer. Now however, the renovation signs were gone, just a sign saying they were no longer taking any new customers. SO the renovation turned into a cancer??? Sorry -- something is rotten in the State of Denmark, as they say... I smell fraud.On Oct 23 I approached the Lee County sheriff's office about filing Fraud charges against the company and it's employees. The desk officer tried contacting the company and got some complicated message that had nothing to do with cancer or renovations. They told me that I should come to the BBB and attempt resolution through you. Here I am.BTW I have the complete Text Message string between Sept 6 and Oct 17 not sure how to upload that ...

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 12 I dropped off a black leather coach crossbody purse to have the strap repaired I paid for the repair at that time, in full, I was given a scheduled date of 10-13-23 for pickup of my item. On ***** I went to the location to get the purse, the door is locked, there are several signs on the door and you are asked to call the number ************, you get a recording that is somewhat disturbing, the signs on the doors ask that you not pull on the door, that they will call you when the item is ready, and that they are not taking calls, so I have texted the number several times with no reply from anyone at sole mate shoe repair, at this point I want a refund and my item back , I have expressed this to them, but again no reply from anyone at sole mate, how am I to get my item back, or if they have started the repair I am fine with that I just need to get the item and move on from here, I feel that this is Horrible customer service, the fact that they ask you to text them, they don't answer the door or the phone and they don't reply to text messages, is not acceptable to me, as I am in the customer service business myself. This is not acceptable, please guide me in how I am to get my item, I am leaving town on Nov 4th and I need to take this item with me fixed or not,

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Left a pair of needlepoint shoes to be repaired on May 2, 2023. Paid $37.18 on my **** card. Were supposed to have been repaired by the middle of June. I am still waiting!There is brown paper on the door and windows. Supposedly they were closed for renovations. Every week go back and they keep changing the date they will reopen. There is no activity going on inside the shop. I called and texted the phone number, but have gotten no response.

• Initial Complaint

  Date:10/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 27, 2023 I brought a brand new right foot sandal to have a 3/4" lift installed. I was asked to prepay the repair and charged $93.07 for it. It was promised for July 21. (receipt attached).Sometime in early August I called to find out if the sandal was ready. No one answered the phone and there was a voice recording that the owner had taken sick. This went on for days and I have a text exchange from August 11 that he was running behind and that it should be ready by the weekend. Subsequently both text messages and phone calls remained unanswered. I stopped by the store on August 24 to find a sign at the door that the owner was in the hospital. On August 28 I received an answer to one of my many text messages that they were running behind but those who text would get priority. I got another text answer after I had sent several messages on Sept 20. I received another answer on October 13 and another subsequently to that which was unsent by Solemate Shoe repair so i don't have the text anymore. Yesterday October 16 I asked to pick up my shoe so I can take it someplace else and the text said they would relay the message and I haven't heard anything since. On August 24 when I stropped by the store I encountered another frustrated customer and together we went to the leasing office to ask for access to retrieve our shoes. We were given the business card of the leasing agent to whom I subsequently sent an email asking to be able to get my shoe. He responded that Solemate Shoe Repair was current with the rent and he had no legal authority to go in and return my shoe.I'm an ************************************************************************************************* sandals. I buy expensive brand sandals because of the cost involved to make the adaptation. So I have roughly $300 invested in this pair of SAS brand sandals that I have never yet worn. I desperately need help either getting my sandal back and a refund of $93.07 of the modified shoe ASAP.

• Initial Complaint

  Date:09/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solemate accepted my boot drop off for a sole replacement on 04/21/2023 (image attached) and accepted my payment of $104.30 (image attached). I requested a speaclity sole with high heat resistance if one could be located and also stated that the standard Vibram sole is acceptable if the speciality one can not be obtained for a reasonable price. They stated there could be a delay due to a backlog of repairs.Days after the expected pick up date (image attached) I was informed that the specialty sole was still being located. I again stated that the standard Vibram sole is acceptable.During an in-person visit the owner told me that he has had health issues with numerous medical appointments. He also said that he had other cobblers assisting him with a backlog of work. At this time I was also informed that my ticket was hanging up and would be finished in a matter of days. I did not receive a call or text.A sign is posted on the store door to text the provided number (image attached) because the store door is locked and the lobby is no longer freely accessible to customers.Many days later I called this number and successfully connected after numerous attempts. During this call I spoke with the Manager and was told the cobbler will have my boots completed that weekend and that they will allow me to retrieve my boots outside of business hours. I did not receive a call or text.I have also texted the provided number several times and have had very few replies, one of which clearly stated my boots would be done soon and that there is no excuse for the delay.It has been five months since I dropped off my boots for repairs. Solemate has not fulfilled their end of the transaction nor their statements of having my boots completed soon.Now I simply want my footwear returned to me regardless of completeness so I can have them repaired elsewhere and use them for work. I don't require a refund, just my boots.

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/06/2023 my husband dropped off two of my shoes for soles at this shop. Seven weeks later we still do not have the shoes and we don't have a refund despite having been in four times (We were required to pay $153 up front). We have asked to just pick up the shoes and get a refund but that doesn't work. The owner starts making excuses, saying they are "almost ready" and "we will call you tomorrow" which never happens. The owner gets angry and starts yelling if you demand your shoes back. Recent ****** reviews show that one person even called the police as the owner got so aggressive when the customer wanted their shoes back. I am scared to go into the shop anymore.