Cobblestone Quality Shoe Rpr

I can't tell you how incredibly frustrated I am with this business!!! I took my favorite ostrich skin boots in to be resoled and refurbished on 4/9/08. Today is 5/2/08. The original pick-up date was Saturday 4/19/08. I picked them up that day and when I got home and took them out of the box I noticed a HUGE scuff mark on the right toe that wasn't there when I dropped them off. The left heel had two nails sticking UP through the bottom of the boot...INTO MY HEEL!!! I took them back on the following Monday (4/21/08) to be repaired. The lady looked at the scuff mark and said it looked "like they missed glazing that part of the boot" and said they could fix the nails. She said to pick them up on that Friday (4/25/08). Came back Friday and inspected them before I left. As I took them out of the box...surprise, surprise...no change at all with the scuff mark. I looked a the guy, pointed at the scuff mark and said, "That's what I brought these back for" to which he replied, "That wasn't there when you picked them up". I put my hand in the left boot and the nails had been fixed. I thought about dropping the issue until he accused me of lying. I demanded they fix the scuff mark. He said they'd likely be done on 5/1/08 but he'd set 5/2/08 as the pick up. Went today and he said, "oh no, they'll be ready on 5/6/08...you misunderstood." What should have taken 10 days is going on one month and I've been accused of lying twice already. DO NOT DO BUSINESS WITH THIS COMPANY!!! They have horrible customer service, drastically ineffective organization skills and do bad work. I pray my $500 boots don't now have a permanent scuff on one toe that I paid $145 to get!!! Man, the nerve of some businesses these days!

Letter I sent to them recently -

I would like to inform you of the service I received at Cobblestone Shoe Hospital located at Mockingbird and Central on Saturday, December 15th.

On the previous Monday (Dec. 10th) I turned in a single boot for the heel to be rewrapped. I was told it would be ready on Saturday. On Saturday I visited the store and waited approximately 15 minutes in line to speak with a service associate. When I got to the front of the line the woman asked me for my ticket. Unfortunately, I could not find my ticket at that time. She asked for a description of the boot and my last name. I told her this information and she proceeded to say well, If you had your ticket I could find it. She then asked for the next person in line to step up to the counter. I could not believe the disrespect. She not only disregarded what she had just said she dismissed me as a customer. I promptly left the building to go look for my ticket.

I searched and searched for this ticket but was unable to find it. I decided it would be best to call the store give the description again and ask that they look for it so I could return at a later time. The same woman answered the phone after I was on hold for over 7 minutes. I described the boot to her and she once again refused to look for it. Simply stating it is not there and try back next weekend.

I needed the boot for a trip on the following Tuesday so this answer was unacceptable. Thus, I returned to the store on Monday Dec 17th and the service associate found the boot within a few minutes.

After this experience I will never visit any of your locations again and will not recommend your service. This was THE worst customer service I have ever received. I would suggest improving your filing system as well as recommending a little more effort exerted on her part. Tickets are lost it is a part of life.