I'm not sure if this is the right place to post this but since I know a lot of you user B Nelson for shoe repair I figured it can't hurt here. Let me share my story:
I live in NYC so B Nelson is local, and has been mentioned here many times before.
I have never had to resole anything before. I rotate my shoes enough that over the years things have worn evenly throughout my lineup and nothing gets overused. Last week I finally decided it was time to resole a pair of Clark's desert boots. Nothing fancy, but this was my test bed. If this went well then all my Aldens would go there as well.
I walk in and was greeted nicely. The guy, who was clearly very busy, still had time to look over my shoes and ask me what I needed done. I was getting a complete resole at a cost that was more than what my Clark's originally cost, but that was fine with me as these were broken in and still in very good shape in spite of a cracked and worn sole. He gave me a ticket and said it'll be a week. Fine, no problem.
Six days later I get a call saying that the stitching is going to require more labor (by hand, rather than a machine) then he originally had thought. I asked him why, six days later, he now noticed this. He explained they were very busy - he just kept repeating it. He also explained that it was going to be $30 more. I told him no thank you. At this point the resole would have been $60 more than what I even paid for the boots. Flash forward a scant hour, and I caved. The shop is about 20 blocks from work and I didn't want to walk up, pick them up, and walk somewhere else. So I called back and talked to some one else and said you know what - go for it. The boots were there and what's $30 in the grand scheme of things. He said "I'll take care of you." I said thank you and that was that.
So today I call them (this is the day they were supposed to be done as per my ticket). And I got the same guy on the phone who I gave the OK to do the work yesterday. First of all, he couldn't find my boot. He asked me what the ticket number was (I gave it to him) what the make of the shoe was (I gave it to him). Five minutes on hold and he finally finds it and says that they're not supposed to be done till NEXT week. That's two weeks from the initial drop off. I explained to him that no - I have the ticket in front of me and it says today. He responds with that since I said no, and then called back an hour later, that my shoe had been put to the back of the line. I was flabbergasted. After much back and forth I said the hell with it don't touch em, I'm coming to pick them up for a refund.
I pick them up today, untouched, and asked to speak with the person with whom I dropped them off. I explained to him the entire situation, he apologized, but kept asking "what do you want me to do about it? I'm busy." Over and over again he kept apologizing for the added cost. I had to explain that I didn't care about the extra $30, what I cared about was my shoe being put in the back of the line after an hours worth of downtime after it sat on a shelf for six days. "I'm too busy", he offered. My first three jobs were in retain customer service and for a small shop being "too busy" is never a problem. You hire more people, you accurately quote times, there are ways around too busy.
I got nothing out of him - I didn't want anything. I kindly grabbed my shoes and started to walk out. Here is where it get's interesting. The other gentleman, the one who I OK'd the work to on the phone, was also there. He came over to me with another pair of Clark's that they had put a leather sole on, and he showed me the price tag: $210. He said "the $160 you were paying, we're losing money on it. See what he is paying?" I responded to him with "I don't think you understand, it's not the price that I cared about. I would have paid the $210 if I thought they would be done in a week. But you didn't even tell me it was going to be another seven days before I could pick them up on the phone." He sat there and said nothing. No apology, no nothing.
All in all, these guys might do quality work, but their customer service is horrendous.
I went there with a friend who had her boots resoled (you could stick a finger through the things into the boot itself). And when she got them back the holes in the inner lining were still there. She asked why that was and the same guy who tried to point out the $210 price said "you should have told us to replace the lining, too." Now, she's also never had shoes resoled and assumed, incorrectly, that that was part of the sole since it was under her feet. Now she's stuck with a $95 bill and a hole in the leather lining.
I am never going back to them with any of my shoes.
Sorry for this being so long.