Complaints

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• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 brought in two pairs of Louboutins shoes on March 27, 2024 at 5:41 PM to have red jelly shoe protectors put on them. I was promised the shoes would be ready Friday or Saturday. I called on Saturday and the manager **** told me the shoes were not ready because they ran out of womens protectors and would need to order more. 5-10 minutes later she called me back and said they would use mens protectors and cut them to fit and I could pick up the shoes that evening. When I arrived, they had finished one pair and then work was awful in quality. As I watched the old man work on the second pair I wanted to tell him to stop in case he ruined those too. He ended up scratching the leather of the shoes which were brand new in the box and never worn when I brought them into the store. I refused to accept the shoes in such condition and the manager told me she completely understood and would send them to the warehouse to be repaired and ask about getting me a refund. When I picked up the shoes today 4/4/24 the damage to the leather was still visible which I pointed out to her and she said they were fixed and refused to refund me or give me a discount. Instead she said she could call the warehouse manager and try to get me 10% off a future purchase as if I would ever trust them with my shoes again. They ruined a pair of brand new $1000 ************************************* heels and cant even give me a measly $75 dollar refund? I should be demanding a new pair of shoes but all I asked for was a refund on services they did not perform correctly. And I was refused outright. This is horrible customer service and I may even take them to small claims court as the shoes cost over $1000.

  Business Response

  Date: 04/19/2024

  To whom it may concern,

  All the work we do is custom and done by hand. Unfortunately, our tech felt pressure that day with the client waiting for the shoes. He made a small scratch, which we repaired. Our other tech also replaced the sole protectors to make the client happy. 

  I'm addressing this part only because the client added it to the complaint:
  It doesn't matter if we use men's or women's sole protectors since they are exactly the same thickness. The only difference between the two is the men's sole protectors are wider and cost us more. We have to cut both the men's or women's sole protectors down to the shape of the shoe it is being used for (so that is not an issue).

  When the client picked the shoes up, after we repaired them, she said they looked ok, paid & seemed happy when she left.

  If she had any other issue with the shoes, she should of pointed it out at that time so we could of delt with the issue then. 

  We never offered her a refund. Our counter lady, ******, offered her a 10% discount on her next order.

  We did the sole protectors and she took the shoes so we will not be doing any refunds.

  It is uncalled for this client to call names to our technicians here & on yelp.

  Sincerely,

  **** - Shoe Lab - General Manager ************

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21532458
  
  I am rejecting this response because: The business is claiming I left happy with my order. This is not the case. I pointed out that the patch fix on the shoes was still visible as shown in the photos I attached to my complaint. I asked for a refund and was refused. The counter lady was very rude to me. I explained to her that there never should have been any damage to the shoes in the first place. I did not put any pressure on the business to finish my order early. I called and was told they would not be ready when I expected them and I said that was completely fine and I would wait. Then 5 minutes later I received a call saying they would use mens soles to make them ready that day, so I had to rush to the store before closing to pick them up. They actually rushed me rather than me ******* their work. I would have preferred to wait and not have my brand new shoes irreparably damaged. Offering me a discount on future services is honestly insulting as it implies I would return to such an unprofessional business and give them another opportunity to provide terrible service. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/03/2024

  She did ask for the heels to be done quicker for a photo shoot. Our counter lady put her heels in front of other items to get them ready. How is that making our counter lady rude? I talked to the counter lady and she felt like she was not rude at all. 

  Like I said in my first response. The client said they looked better. She paid, pick them up and left. There is nothing else that can be said.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21532458
  
  I am rejecting this response because:
  

  The business owner is lying. I did not say they looked better, paid, and left. I had already prepaid, I asked for a refund because the shoes still looked damaged when they had been brand new, and I was refused after explaining my position multiple times. Then I took the shoes and left. I would have NEVER paid if I had a choice, and I will consider taking this matter to claims court as the shoes are worth over $1000. 

  Sincerely,
  
  *******************

  Business Response

  Date: 06/13/2024

  To Whom it may concern,

  We have one final offer for ***. Our offer is to refund the $150 for the service by check. In Return, we ask that she deletes any and all negative posts on ************ and any social media. This includes leaving a good status with BBB as well.

  If she agrees to these terms, we will issue her a check and mail it to her address After we see all negative post are deleted. Then this matter will be closed.

  She can agree with the offer here then email me directly that all post where deleted. After we have checked the posts have been deleted, we will mail the check. In the email we will need her to include her full name (for the check) and the mailing address. My email is ************************************

  Sincerely,

  ****

  General Manager Shoe Lab