Alex Shoe Repair Service

The storefront is messy and depressing. The clerk is unfriendly. The repair was done poorly and two days after the promised date. The older couple who used to own the shop were sweet, and this is a local business, but I think I’ll take my shoes elsewhere.

Let me begin this by saying how insanely important good customer is to me when making a decision to give a service based organization my business. This holds true for me all of the time but especially when it is a service provider specializing in something I know nothing or very little about. That said, the ability to communicate is paramount! SO a major part of the decision making dynamic for me is clear, professional and gracious communication.
I’ve been looking for a good place to have some of my favorite shoes repaired. In one afternoon I visited or called NO LESS than 5 local area shoe repair locations. With each one I either encountered someone that (a) I couldn’t understand a word they were saying, (b) was incredibly rude, © was appalled that I wanted something done within the time frame I was requesting or (d) a combination of the above.
In the instance with Alex Shoe Repair in Upper Arlington it was all of the above. I was spoken to rudely, told if I wanted service that day I had to get my shoes there within 30 minutes because they were closing early and they couldn’t make any promises to have them done within the time frame I requested. When I asked when they could have them done I was told «it depends» to my reply upon what I received «need to see the shoes» — mind you I was having tips replaced on the heal. TIPS not the heel themselves. I was stunned as they had been recommended by some people I know that have used them before. I later learned upon sharing my story with them that there has apparently been a change in either management or ownership. Apparently not a change for the better which is sad because as I understand it, Alex’s was a service staple in the UA community for a number of years.
I was lucky enough to happen upon information that Enchanted Shoe Repair was opening a Hilliard location the very day I was looking for someone. I called and was greeted by a pleasant voice — THAT I COULD UNDERSTAND on the other end of the phone which I later learned was Jeff White, the Cobbler/​Store manager. i explained the type of repair I needed and the time frame in which I was hoping to have it done. Unlike the rude & put off response I received from the employee at Alex’s, I was not made any promises but very graciously encouraged to visit so he could evaluate my need. I arrived at the store within 10 minutes and an hour later my repairs were done beyond my expectation and at an affordable price.
I am thrilled to have FINALLY found someone that not only provides great customer service but seems to have an immense pride in what they do!
I highly recommend anyone that values customer service in their experiences to visit Enchanted Shoe Repair of Hilliard.

Won’t be going back again! First they tried to tell me they couldn’t fix my shoe but after telling how it had been done before he agreed but acted completely put out. When I came back 2 weeks later with my ticket I was told to go back and find my own shoes-​REALLY??? There were shoes piled everywhere! Unbelievable– first and last visit there.

Always a quality product! I take all my shoes for maintenance and repair here. While the owner is not «warm and fuzzy», he is professional and a craftsman. He put a new sole and heel on my grandmothers vintage booties, and they are like new! Turnaround time is great. I often get a polish while I wait. I like to give my business to this local small business!

HORRIBLE! As a fellow UA alum, I love to still use the local businesses. Not in this case. Dave, one of the owners has been rude and not clear in the time it would take to repair my boot. I dropped off my boot and was told it would take a week to get it. It would be finished right after thanksgiving. I waited a week before I stopped by to get it. Nope not ready, the guy who does the zippers wasn’t in. Stopped by again a few weeks later, nope not done now their sewing machine broke. Each time not saying when they expected my boot to be finished. Meanwhile I am 8.5 months pregnant and have a toddler and go on maternity leave. My mother stopped in there and told her it wasn’t done yet. My sister called and they said it wasn’t done yet. More than a month later they call and say it was finished. I have a friend pick it up for me after I received a NASTY phone call to come get the boot now because it’s been there too long, ha. Finally, Dave said that it was never going to be done in a week like quoted and that they meant a month from the ticket date. Had they only mentioned that the five times I called/​stopped in there then it wouldn’t been a different story. Dave, I will never come to your store again. You must work on your customer service it sucks! And I still had to pay full price after all. Worst ever!

First the big guy who has helped me twice has no clue what customer service is. Both times he made me feel like I was bugging him by asking simply for help. Then this last time I dropped off my wife’s one pair of heels on Monday and was told they would be ready on Sat. Mind you she only needed the one small heal replaced. My wife shows up on Saturday with her tix but to her surprise, not only could they not find them, but when they finally did, they were sitting under the pile of shoes they were throwing and I mean throwing the incoming repairs on. So yes, they didn’t even fix them. Worse service ever. Dont know how places like this stay in business but they will not be having our patronage ever again and if you care about being treated like your business is appreciated they shouldn’t get yours either.