Security Square Shoe Repair

To make a long story short, they upped the price on me when I went to pick up the shoes. When I objected, they refunded my money but ripped out the soles they had installed, leaving me with a ruiined pair of shoes that I had really liked. I am now in a credit card dispute with these dishonest people. I bellieve a recent change in personnel may be responsible in that they have now a younger man running the show who has no people skills and even worse shoe repair skills.

My shoes were ready on time and polite service. I did have to wait a little while longer than expected to pick my shoes as the worker went through the shoes hanging that were being stretched. I am amazed at what they do in such a tiny space.

Today, I experienced the worst customer service I’ve ever received. I have regularly taken my shoes to Security Square Shoe Repair to be repaired and polished for over 5 years. I have received excellent customer service and have had no complaints until today. On Saturday, February 11, I dropped off one pair of shoes and a purse that needed repairs. I paid the repair cost, was given my ticket and receipt and told the shoes would be ready on Thursday, February 16. I went to pick up my shoes and purse today, Saturday, February 18 at about 3:45pm. When I stepped up to the counter, I noticed my bright red purse hanging on a hook with several other bags. I was immediately concerned that it had not been repaired, because items ready for pick up are stored in bags with the corresponding ticket. When I turned in my portion of the ticket and the attached receipt, the woman behind the counter went to look for my shoes. I was told she couldn’t find my shoes and asked if I could come back next week. I asked if my purse was ready and identified it as the red one on the hook. The woman tried to just give me the purse, but I pointed out the repairs had not been made. She confirmed this and asked if I could come next week and pick it up. I told her no, I wanted my purse and shoes now, since I was told they would be ready on Thursday and today was Saturday. She said she would have the purse repaired in 40 minutes. I asked for the shoes and she said I could pick them up when I came back for the purse. From the way she was looking around, it was obvious she was having trouble locating my shoes. At this point it was 4pm. I waited 40 minutes and returned to the store at 4:40pm. I waited in line again and asked if my shoes and purse were ready. The woman got my purse and tried to give me a pair of shoes that were not mine. When I told her they weren’t mine, she insisted they were and I told her again that they weren’t. I gave her a detailed description of my shoes and she started searching again. The man behind the counter searched as well. After about 10 minutes, the man told me they couldn’t find my shoes and he’d call me when they turned up. I said no, I wanted them to find the shoes now, especially since I had already paid for the repairs. The woman continued looking for my shoes while the man ignored me and starting serving other customers. One customer was there to pick a pair of shoes that were supposed to have been ready on Thursday. They had difficulty finding her shoes and at one point the man said to her «Your twin sister came in and picked them up». They did eventually find them. The man refused to write tickets for several customers who wanted to wait for their shoes saying, «If I don’t write a ticket, I won’t be responsible if the shoes get lost». He told all of them their shoes would be ready in 30 minutes. When some of them expressed their doubts, he said «Well maybe 35 minutes». I have no idea how he could have possibly repaired all their shoes, while waiting on customers, in 30 minutes. I felt he was making guarantees he could in no way keep. One customer refused to leave her shoes with him after he made a snide comment to her. When another customer came to pick up one shoe, he said the glue wouldn’t hold and he couldn’t repair it. Then, right in front of her, he took the sole and nearly ripped it entirely off the shoe. The customer was very upset and said that by doing that he damaged the shoe worse than it was when she initially brought it to him. She demanded her $ 4 repair fee back, which he gave her. At about 5pm, I asked for my shoes again and was told he couldn’t find them and that he would call me. I demanded my shoes, stating that not only I had paid for services not rendered, he was refusing to give me back my property. He said he was «only human» and that he was «being nice here» and sometimes they «get very busy» and can’t always return shoes by the date promised. I said that wasn’t my problem that I wanted my shoes now because he said they would be ready on Thursday. He then turned away from me and started to repair other customer’s shoes. All this time, the woman was looking for my shoes and could not find them. I then had to ask twice for my purse (which had finally been repaired) and demanded they refund the repair fee for the shoes since they hadn’t been returned to me. When I asked him how he planned on compensating me for the retail value of the shoes ($ 60) if he couldn’t find them, he said they were «used shoes» and he would only give me 10%-15% of their retail value. The woman refunded shoe repair fee and asked me to provide my name and phone number, which I did. I have a feeling I will never receive a call about my shoes. I don’t know what’s happened to this business. If you care about your shoes or purses, do not take them to Security Square Shoe Repair. One star is too much for them.