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| - First and foremost, I have to say, I have never actually come on this site to complain about anything until this moment. I am very easy going usually about service but I really feel this story needs to be told just in case others have problems with Shoe Lab. This place might quite possibly be the worst customer service I have ever gotten from anyone, ever!!
I sent my samsonite suitcase to be repaired at this shoe lab location on Highland Dr. I would say maybe a month ago. The suitcase sat there for over a week and I never heard anything from them so I called in. I would also like to notate throughout this whole process THEY HAVE NEVER ONCE CALLED ME, I HAVE HAD TO CALL THEM. Anyway, she first said it wasn't there, then came back and said it was and wasn't fixed yet. She said she would let me know the next day, so again I called them they didn't call me. She said it was fixed and then literally shipped the suitcase that evening and arrived the next morning. When I pulled it out of the box it was seriously exactly the same as It was when I shipped it to them to be repaired. They were supposed to fix the wheel as it was bending into the housing and rubbing the housing. It was still bending into the housing and all they did was basically spray WD40 on it and shipped it back to me. So I called again and asked why it was still broken and the woman who answered the phone had the nerve to ask me of I did something to it!! Mind you I seriously had just pulled it from the box and was telling her this. YES, because I have so much time in my life to be breaking the things I need fixed just so I can complain about it later!
The next thing that happened was that I had to wait till the management came back from vacation before i could get anything done to solve thos problem. It was Wednesday and I had to wait till Monday before anyone could help me. I then looked up a new place and took it there to be looked at. The man told me they did really sketchy work and also told me that he wasn't sure how they said they repaired it since they don't make parts for that suitcase anymore. Anyway, he didn't want to repair it because it was already in the computer system that samsonite covered the repair with Shoe Lab.
I called Shoe Lab back and the management said they would make arrangements to have the suitcase sent back to them. I asked her about the parts and told her that I was told they no longer make this suitcase or parts for it and she said they had extra parts. Again, after about a week of it sitting there, i called again. I was then told the suitcase needed to be replaced because THEY NO LONGER MAKE PARTS FOR THAT SUITCASE, which is what i just asked them about. The manager told told they have to contact samsonite to get them to replace the bag and that they would need a few days to get them to respond. Again, ANOTHER WEEK, I call AGAIN. Still no word from Samsonite about replacing my bag whatsoever and I am supposed to be leaving soon for a job, which requires that I have my bag. MY BAG IS STILL SITTING THERE, and they have not done ONE THING they were supposed to do. I'm not a genius, but how do you repair something that you don't have the parts to? What they should have done was tell samsonite to replace the bag(which is still under the warranty) the first time rather than PRETEND to fix something they don't have parts to and just ship it right back with WD40 on it. This is a joke and I have gotten nothing but a HUGE run-around from this company. I have worked in retail and never treated someone this way. Customer service has gone folks, it definitely doesn't exit at Shoe Lab on Highland Dr.
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