Cuffs — Local services in Chagrin Falls

I am not one to shame businesses, much less people and I am all for shopping local. But I felt the need to share the incredibly shameful, embarrassing, and disgusting treatment that I received as a long time customer of CUFFS in Chagrin Falls, Ohio. Not only have I been an incredibly loyal customer of theirs for years, but I have referred many of my friends to their store being that they are an official retailer of Hermes. 8 months ago(in December) I brought my bag to their store to get cleaned. Ebony told me that it will take 3 to 4 month and the cost will be $200-$250 and it would be in impeccable condition(like new). For 8 months I try to get my bag back, every time with excuses. I ask for any information from Hermes(confirmation number or email) with an answer “Sorry but we don’t give any information, your bag will get back soon”. Finally after I start to call everyday they told me that my bag is ready for pick up. When I came into the store, to my surprise, the bag was in the same, inside is much worse condition than I had originally given to them, and they told me it would cost $335. Inside of pocket it was a bunch of dust and small pieces of paper I forgot to clean before I gave bag to Cuffs. I would’ve been happy to pay if the bag had been cleaned as promised. When I explained to the owner’s son that I refuse to pay $335 for a bag that isn’t cleaned at all, and in fact, even more dirty.. he proceeded to laugh in my face and tell me that he “knew I just didn’t want to pay to begin with.” Clearly, I was hurt and horrified. This is a store where I spend a ton of money and the mistreatment was nauseating. He took the bag out of my hands, refused to let me take pictures of it and continued to be nasty. He sad with sarcasm “You’re not getting your bag back until you pay or I will send bag back to Hermes, for another 7 month”. Roger(an owner) came back a week later and ended up returning the bag to my home only if I paid the money. When I ask him for apology from his son, he support his son. Clearly I paid because I didn’t want them keeping my bag in their possession. He completely backed his son’s nasty behavior and did absolutely nothing to rectify the situation. It is incredibly pathetic, hurtful, and bad business to treat customers in this matter. I urge you to only shop at businesses that treat their customers with dignity and respect. I will never again step foot into CUFFS. Shame on them. I’m dealing with Hermes now...

Stopped in while in the area on business. I was running low on one of my trusted Aēsop products and Cuffs is the only retailer in NE Ohio who carries it. My only regret is that I didn't have more time to browse because Cuffs has a great selection of footwear, apparel, and home accessories. I'd like to address one of the other reviews with claims that they did not receive acceptable service due to their race. As a Black man, I usually enter high-end retailers in the US and abroad extremely guarded due to numerous experiences of profiling and unfair treatment. At Cuffs I was treated very well. The sales associate was warm and attentive without being intrusive. I wish I could remember her name. When I'm back in Cleveland I'll definitely carve out more time (and room in my luggage) to shop for a Hermés scarf and cashmere blanket my wife has...

I wanted to take time out of my day to write about the experience I received from one of the sales rep here by the name of Emma. Emma has been very courteous and manner full along with being knowledgeable with products the store has to offer. The best build relationships are not just based on weather a sale is made or not, but the consistency of working hard for customers to obtain what they are looking for and at times offering items which consumers may not know about. Just reaching out to customers asking if they are having a good weekend, how’s the weather, or just a hi, etc. is what shows a business is not just after the money or making more sales. This is how I was treated from Emma and I will continue to support Cuffs because of her professionalism. Ty for making my wife happy, as the saying goes happy wife,...