Quality Leather Restoration, Inc

★☆☆☆☆
  • 847-719-2934

About Quality Leather Restoration, Inc

Categories
  • Leather Goods Stores
  • Leather Repair Shops
  • Luggage Repair
  • Shoe Repair
Hours
M-Su 24hr
Special Offer
Call Today!
Emails
  • rknelson3@comcast.net
Payment Options
  • Cash
  • Check

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Luggage & Leather Works

228 N Hicks Pl Palatine, IL

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Luggage & Leather Works

228 N Hicks Pl Palatine, IL

1.0 1
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If I could give ZERO stars that would be a fitting rating! I contacted the company about a leather purse with a small tear in it. I was told that they absolutely could repair the purse. I e-mailed back and forth with Kathy (because no one ever answers the phone when you call). She initially told me to leave my very expensive purse on their front porch. I told her I was not comfortable doing that and wanted to schedule a time to drop it off with someone. After giving her an initial day and time I didn't hear from her until an hour before the scheduled time and at that point I would not have made it there on time.

We chose another day and time and I pulled up to their home (as it is a family business), rang the door bell and who I would assume was Kathy opened the door part way, stuck her hand out and grabbed my purse. I again confirmed that it would take 1-2 weeks for repair as she had stated in an e-mail and she said yes and that she would call me when it's ready. I was left feeling a little uneasy about how she barely opened the door and quickly took my purse and quickly closed the door. However, I did hear dogs barking and chalked it up to her not wanting them to get out.

Fast forward three weeks to hearing NOTHING from them about my purse. I e-mailed Kathy asking for an update and a possible finish date since I was initially told 1-2 weeks. Her response was "it's not ready yet, I will e-mail you when it's done". OKAY...so I continued to wait.

Fast forward a month into them having my purse and I e-mailed Kathy on May 5th asking if there was an issue with the repair of my purse. Especially since we were now double the original quoted time. No response for 3 days until I e-mailed her again saying I was coming to pick up my purse since I had no response from anyone. I also called and left a voicemail telling her I would be there to get my purse that afternoon. A few hours later I received an e-mail saying "It's not done yet, but you're welcome to take it" seriously?! Almost 5 weeks into a 1-2 week repair?!

I asked her why it has taken so much longer than anticipated and that I was disappointed because had I known the true timeline I would have taken it elsewhere. She then responded by telling me that repairing small items is not their main business and they only take these items to do when they have other cancellations but they have been very busy. She then tells me that my purse is partially complete...moments after telling me it's not done. I let her know that I understood it's not their main business but as a customer I would have appreciated some communication about what was going on. It may have been a small job to them, but to me it's an important one. I also let her know that I felt as though I was getting the run around because she had just told me it was not done and now is saying it is partially complete. I asked her how much longer it would take to complete. That is when I got the response that I should come and pick up my purse because they obviously cannot give me the prompt service I am looking for.

Prompt service would have been completing the job at the estimated time, not over double the expected time. I was completely appalled that she basically told me they would not complete the job. Part of the reason I went with them is because they are a smaller company and typically, you receive better customer service from smaller companies. Not the case here! I have never been treated so poorly by a business owner! My advice is to stay far away from this place, especially if you expect to be treated with respect as a consumer. I now need to take my partially repaired purse somewhere else to be finished...5 weeks after I had dropped it off!

1
★☆☆☆☆

If I could give ZERO stars that would be a fitting rating! I contacted the company about a leather purse with a small tear in it. I was told that they absolutely could repair the purse. I e-mailed back and forth with Kathy (because no one ever answers the phone when you call). She initially told me to leave my very expensive purse on their front porch. I told her I was not comfortable doing that and wanted to schedule a time to drop it off with someone. After giving her an initial day and time I didn't hear from her until an hour before the scheduled time and at that point I would not have made it there on time.

We chose another day and time and I pulled up to their home (as it is a family business), rang the door bell and who I would assume was Kathy opened the door part way, stuck her hand out and grabbed my purse. I again confirmed that it would take 1-2 weeks for repair as she had stated in an e-mail and she said yes and that she would call me when it's ready. I was left feeling a little uneasy about how she barely opened the door and quickly took my purse and quickly closed the door. However, I did hear dogs barking and chalked it up to her not wanting them to get out.

Fast forward three weeks to hearing NOTHING from them about my purse. I e-mailed Kathy asking for an update and a possible finish date since I was initially told 1-2 weeks. Her response was "it's not ready yet, I will e-mail you when it's done". OKAY...so I continued to wait.

Fast forward a month into them having my purse and I e-mailed Kathy on May 5th asking if there was an issue with the repair of my purse. Especially since we were now double the original quoted time. No response for 3 days until I e-mailed her again saying I was coming to pick up my purse since I had no response from anyone. I also called and left a voicemail telling her I would be there to get my purse that afternoon. A few hours later I received an e-mail saying "It's not done yet, but you're welcome to take it" seriously?! Almost 5 weeks into a 1-2 week repair?!

I asked her why it has taken so much longer than anticipated and that I was disappointed because had I known the true timeline I would have taken it elsewhere. She then responded by telling me that repairing small items is not their main business and they only take these items to do when they have other cancellations but they have been very busy. She then tells me that my purse is partially complete...moments after telling me it's not done. I let her know that I understood it's not their main business but as a customer I would have appreciated some communication about what was going on. It may have been a small job to them, but to me it's an important one. I also let her know that I felt as though I was getting the run around because she had just told me it was not done and now is saying it is partially complete. I asked her how much longer it would take to complete. That is when I got the response that I should come and pick up my purse because they obviously cannot give me the prompt service I am looking for.

Prompt service would have been completing the job at the estimated time, not over double the expected time. I was completely appalled that she basically told me they would not complete the job. Part of the reason I went with them is because they are a smaller company and typically, you receive better customer service from smaller companies. Not the case here! I have never been treated so poorly by a business owner! My advice is to stay far away from this place, especially if you expect to be treated with respect as a consumer. I now need to take my partially repaired purse somewhere else to be finished...5 weeks after I had dropped it off!

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