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| - Warning: This review is going to sound like a made up story; it's not. This is a tale of how businesses should not operate.
A few days ago, on the recommendation of a friend, I dropped one boot off at Sole Survivor in Kensington to replace the zipper. The store clerk quoted me $35, wrote it down on a yellow receipt and explained that I should pay when I pick it up in 2 weeks time.
A few days later I get a phone call from the shop and was shocked to discover the reason for the call. The store clerk told me that the sales lady had quoted me a wrong price to fix the zipper on my boot. Instead of $35 the price was now $50 + tax and that's what I will need to pay upon arrival.
Naturally I was frustrated. I was quoted a price (in writing) and now, days later they were calling to tell me that they will NOT honour the original quote. I was already of the view that $35.00 was pretty steep however, it was a local business and I wanted to support them.
I, patiently, explained how unfair I thought that was and the store clerk said she would speak to the owner then call me back.
Fifteen minuets later she calls me back to confirm that I will still have to pay $50 end of story. Now I was very upset! How can a company quote someone a price in writing (aka a contractual agreement) and then have the audacity to call the customer days later and say that because the store clerk "made a mistake" that means I must now pay this new random price to fix my boot which I would have never agreed too in the first place!
Horrendous customer service if you ask me. And wait it actually gets worse! After a detailed discussion the store clerk agreed to try one more time with the owner.
Saturday morning I get a third call from Sole Survivor, to tell me that I was being "pushy" over the phone. PUSHY!? I did nothing wrong except try to give a small, local business in Kensington market my money. I answered all their calls (calling me throughout the day while I was at work) and simply explained to them that I felt it was unfair to change the price days after it was agreed in writing.
It's shocking. Any professional business would have just sucked it up, after all we are talking about an extra $15 to make a customer satisfied. They should really be embarrassed.
They took no consideration into how changing the agreed price would effect their customer. They showed no sympathy, no consideration, were not apologetic and what's worse; turned the situation around on me to make it seem like I was the one at fault! Unbelievable. I feel, quite rightly, taken advantage of and am very upset with how they thought name calling and unjustly pressuring me into paying more money would make this situation okay.
Sole Survivor went out of its way to make an enemy out of what could have been an ongoing and good customer.
My advice to readers; Stay away from Sole Survivor in Kensington. I don't want anyone else going through what I had to endure! There are so many friendly, family owned shoe repair shops around Toronto and the GTA who actually are in this business not to "sole"ely make money but to actually help out their community. Buyer/Customer beware!
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