I don't understand the good reviews. I drove here out of my way because of the ratings. I drop off my shoes to get extra grip put on my shoes, and my straps tightened. They tell me when to come back and when I did only the soles were completed. I wish I had just said to dock that off what I paid uprfront and gone elsewhere. I went today to pick them up and when doing the straps they tore the heal of my shoe and did a horrible job fixing it. There was an indent and hard bump. The solutions they were giving to fix it after I pointed it out would have messed with how the shoe fit now that the strap was tightened, and one of the reasons I like this shoe and wanted it fixed was I loved the padding.
I'm a massage therapist, if I work on someone and fix the neck, but strain and injure their hamstring while I'm working on them because I'm neglectful when stretching them, I'm not going to have them pay for their service. I'm also not going to try to offer to fix it. I'm going to in fact be expected to compensate for what it will take to fix the injury I created by someone they feel is capable and they can trust.
No one offered me a refund, for all the mistakes make, and now I have to fix my shoes again. I actually called and said hey I really don't want you guys to fix this after my experience I would rather have a refund ( I had to pay up front) for at least the strap repair, so I can have it fixed by someone else. He said to trust them and they would fix it because refunds are against company policy! He then said the would fix it and if I didn't like it they would consider giving me store credit...for real if you can't do anything satisfactory why would I want credit to bring more things to your store?! And why would I want to risk you damaging my shoes further?