James Shoe Care — Local services in London

The staff in the Canary Wharf Mall were extremely rude and unreasonable. I was told my shoes will be ready on Friday but they could not find it in the store and ask me to return on Monday. When I ask if it will be ready on Monday, they told me that ‘I am asking for promise they could not give’ and ‘he was not involved in dealing my shoes at all’. More ridiculously, the beard guy started yelling and said ‘if you put money in a bank but when you return the second day, nobody would knew where you money go because they have too many customers’, which makes absolutely nonsense. If the shoes is not ready or lost, it is the shop’s responsibility to tell me where it goes and what is the situation. Instead of being apologetic or trying to solve, two people were yelling at the customer who simply looking for the shoes and trying to say that they are not involved in the process is not acceptable and suggested the quality of customer service in this shop is absolutely below bare minimum.

David, if the above commentary is what they tried to ‘explain’, then I have no words on the standard of customer service in your shop. Additionally, as shop owner, I would be very concerned how your staff treat customers and how they try to ‘avoid’ responsibility by saying ‘they didn’t involve in the process’ and using the bank analogy, isn’t it ridiculous saying if you go to the bank and try different people, they wouldn’t know where your money is? Hope the feedback is really trying to help you as shop owner and help employees to reflect on themselves on how to protect the business by not ruining the reputation of the great history. Because I will never go back for the service, the attitude and it has nothing to do with the...

I took my watch in to the Jubilee Link, Canada Place branch to see whether the battery can be replaced. The watch was assessed and was told it can be replaced and will be ready for collection in 30 mins. I was with my 10 month old baby and hence very important to know I can quickly run other errands in Canary Wharf, come back to James Shoe Care for straightforward collection/payment and be home to attend to my baby's needs. When I came back 30 mins later, my watch was missing. Further enquiries and 20 mins later I was informed my watch is at another branch as they didn't have the battery on site and I can come back at 5.30pm/6pm to collect. It baffles me why they didn't give me a courtesy call to explain the situation on discovery (since they took my mobile number on receipt of my watch). James Shoecare's website states that the company reputation is built on quality customer service. What 'quality' customer service?! The price quoted was also more expensive than their competitors so one would naturally expect a better level of service! In addition when I politely aired my frustrations to a staff member to say the level of service is unacceptable, another staff member was very rude and alluded that maybe they should get the watch back from the other branch unfixed!! I also ended having a very distressed baby...

Horrible customer service, I will never ever go back to this place in Canary Wharf. Long time ago, I took a pair of shoes for repair on my way to work in the morning. The guy at the counter was extremely rude. I guess if a pair of shoes cannot be repaired, you can just say it in a nice way, there’s not need to be nasty about it. Anyways, I left and took them somewhere else in Canary Wharf and guess what, they were repaired. Fast forwarding to this morning, I reluctantly took another sets of shoes for repair here in this place, at the end of the day everyone deserves to have a bad day, right? (plus the fact that the other shoe repair place in Canary Wharf had closed down) so, I decided to give them a second chance. It was the same story, the guy was disgustingly rude to me to the point that ruined my whole morning. If you don’t like to deal with customers or are not a morning person, probably this is not the right place for you to work. Without taking into consideration all the bad reviews about this place on how badly they treat people’s shoes when getting repaired, it is this type of behaviour from members of their staff what has definitely consolidated my decision to never ever...