I have taken my shoes and bags in for repair, every single time I have had something repaired, they are quick and professional. The owner and workers all seem to work in the positive with customers. I think that when you take something in that you have used for a period of time you need to have a reasonable expectation that it will never look like new. However, they do get it as close as they can. You can tell the repair staff takes pride in a job well done. If your not happy with their quality, my belief it that you have unreasonable expections!