Houston Shoe Hospital

I am completely dissatisfied with the poor customer service provided to me today. Lance who claimed to be the store manager was out of line. The condition of my Balenciaga Speed Knit sneakers were not in the condition I brought them to this location. They were only worn twice and were bought Oct 2021. I scuffed one of the shoes in the back and wanted only that one cleaned but Lance stated I’d need to get both painted to match the color. When I came by the store today to pick them up they were both stuffed with tissue paper stretching them out and the knit was damaged; along with the soles being stained brown and dirty. I questioned the condition and Lance proceeded to say “No I’m not doing this, we did not damage your shoes.” He was very disrespectful and rude considering I’ve spent money on plenty of shoes at this location. I will not be using their services again.

I had my Chanel Bag cleaned and revamped. I was very happy with the results. They did a fantastic job. Lance was amazing. Great customer service

On January 15th I dropped off a total of 3 items. A purse I tried to DIY dye black and two pairs of shoes. I was quoted that the shoes would be ready 1/28 and the bag would take 4-5 weeks to have it re dyed black and conditioned. I paid for the bag services upfront and the rest when they’re ready. I call Feb 9th 3 weeks to see if the shoes are ready. One is ready – so I pick it up, all is fine. He tells me to wait a few more weeks for the second repair Chanel shoes and the bag. I follow up March 2nd almost 7 weeks to see if the bag and shoes are ready. He says they are - or so I thought. I show up excited to have my items back - I pay and go to my car. I unwrap the bag and notice THEY HAD NOT DYED MY BAG or even condition it. I go inside and express that I'm upset and how they didn’t nothing my bag. Lance could not confirm or deny if they had but said he would take the bag back and have them redo it. I leave and go back to work not thinking to look at my shoes till I got home. Boy was I disappointed in the craftsmanship they did on my Chanel sling backs. I had them replace the elastic since the it was extremely worn out. They glued it instead of stitching the leather back – see photos. I went back early in the morning and spoke with Lance – he was extremely dismissive and said verbatim my expectations were too high. He insisted I call his manager and basically just leave since he could do nothing with refunds etc. I leave call the number and was hung up on. After calling a few times again and having no one pick up the phone –I return back to the location and Lance texts his manager and tells me he is reading his messages and not responding. He then proceeds to say I will get a phone call before the end of the day. That was Thursday 3/3 and today 3/7 I have yet to receive a call or anything. At this point I want a refund and my items back. Don’t trust a company that tells you your expectations are too high for a simple job and then not even have the courtesy of answering the phone or returning a call. If you have fine luxury goods I say find yourself a GOOD cobbler – one who stands behind his work and craft.

Lance at the Sheppard Avenue branch is the best shoe master I met. He is great to deal with & does great work. Every pair of shoes looks better once he works on them. Super happy with thier customer service & quality of work !

I am so impressed with what they were able to do with my Tory Burch boots! They gave them new heels stretch them and also shine them up they look as good as new! I will definitely be back to this location as they work very quickly as well it only took a week for them to do all this to my beautiful boots!

I went in to get my New Balance 550s cleaned, guy said it would be no problem and it would cost $45. Seemed a bit pricey as the only thing dirty about them was that they had some mud, but whatever.They gave me a ticket with a return date and an order number. I came back 4 days after the date said the shoes were ready due to the holidays. I walk in, show my order number, and the guy grabs the box with my shoes just sitting there. We open it up and it is VERY obvious that they're still dirty and even had some yellow stains on them that weren't there before. What happened next is why I had to leave this review: the guy says "Oh that's not right, leave them here for another week and we'll get them cleaned up some more". So my shoes were just sitting there and nobody had looked at them to see if they were actually clean?? I ended up leaving with my shoes as is because I had to leave town and didn't have another week. Only reason the review isn't a 1-star is because the shoes, despite the yellow stains, were in good condition and probably better than I could've done myself.

The Shoe Hospital always deliver great craftsmanship and can often fix unique items. They are really good at what they do!

Amazing customer service especially from Lance. My dog chewed up one of my Wedges and he was able to restore them just on time for Mother's day. Thank you !

Whether you go in for something as simple as getting some holes made in your shoe strap or repairing a handbag like the lady next to me ,Jim and Lance are awesome! Friendly and helpful! Highly recommend them!

One of my favorite pairs of Cole Haans got ruined, not sure what or how but think something spilled on them. Dropped them off to get repainted and they look good as new.