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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On January 24, 2024 I left a pair of shoes with this company for repair. I paid $181.13 for the repairs. I got the shoes back a few weeks later. When I put them on, the heel snapped off immediately. I hadn't even left my closet yet, nor had I walked even a few steps in them. The shoes had never had any issues with the heels. I returned the shoes to the company on February 28, 2024 and shared my concerns. They agreed (reluctantly) to repair them. On March 7, 2024, I returned to pick up the shoes. When I arrived, they had not been repaired at all. I was told that it would be an additional $400 to repair the heel. They refused to refund the money that I paid for shoes that had not been repaired, but rather destroyed. Their philosophy states that they are dedicated to customer service, but in this case, I feel as though they didn't even try to work with me at all. I'm out of ***************** and they earned almost $200.
Business response
03/20/2024
Attached is a letter I received. This customer is not in my system nor does it sound familiar to me. Try the store in ******************************************************Business response
03/27/2024
We did repair the shoes, and when the left the store when picked up they were in good condition. What ever happened to those shoes was completely out of the store and our control. Something more than a step or two caused the break of the heel block. Again not at our store or in any way our responsibility. I'm sorry they were not worn or used more but when they left our store they were fine. JCCustomer response
04/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
12/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I took women high heel boots to have heel caps replaced. (they were worn down). date was 12/9/23. The next day I noticed the area around the ankle on both boots looked peeled or stretched and torn near the stitching. I sent email and pictures on 12/10 to ********************, and no response. I called 12/13 left message, no return call.Business response
12/28/2023
The boots were brought in for heel tip replacement. That repair is a $30.00 charge and was completed. The other problems were either not presented at the time or have since happened. And if they need to be addressed, the customer simply needs to come back and we will go over them together with her. Thanks JC.Customer response
12/28/2023
I will take the boots back to Cobblestone and let him see the boots in person and let you know what happened.Initial Complaint
04/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I took a couple pair of shoes, black and blue pair, to be shined up. The blue pair needed the heel fixed. So last Thursday I went in to get the shoes, the black pair was ready and he said he wasn&#**;t done with the blue pair. It will be 2 weeks on Thursday, April 6. I call and it goes to some factory. I just want my shoes. I already paid $150 when I took them in for this service.Business response
04/21/2023
The customer has recieved his shoes and was happy with the work done. There was more work required than originally expected and he was not charged for the extra wok. JC.Customer response
04/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.