Cobbler Concierge - Luxury Leather/Shoe Repair Company New York City — Local services in New York

When I tell you dealing with this company was the worst decision of 2025, I mean it. My insured package (bag + service valued at $1,000) was lost via UPS. UPS approved the claim and confirmed they mailed the refund check to the company on September 10, 2025, yet I have still not received it. Instead, the company has ignored my messages, lied to me, and has not sent my refund check. I am filing in small claims court because this is not only wrong financially, but also on principle. • August 13: Package was supposed to be delivered. • August 19: Claim with UPS started. • From that point, I had to chase down every update—emails ignored, texts unanswered, only occasional responses after multiple follow-ups. I CONSTANTLY have to call or text!!! • September 17: I asked for an update. Jims told me “we are still working with UPS” and that I’d hear by the end of the week. Waited. NOTHING from them. • September 22: I called UPS directly and was told a check had already been mailed to the company on September 10. I WAS LITERALLY SHOCKED! I verified again the next day with a different UPS rep. Both confirmed the same thing.

Why would you tell me Wednesday that you are still working with UPS, if by then they have already mailed the check! I was sooooo livid! I called them and spoke with one of the managers. The entire time it has been waiting on UPS approval to send me my refund. Now when I call he states, yes UPS approved but now they are waiting on ShipIt to approve their claim??? They NEVER mentioned this previously. Typical goal post being moved and more reasons not to mail me my refund! I paid insurance through UPS, they lost the package, they mailed the check, and now it’s something else?!?! At the end of the call, I ASKED HIM SPECIFICALLY WHEN MY CHECK WILL BE MAILED, he stated they would follow up with me by the end of the business day. Like you expect….NOTHING. No follow-up. NOTHING PER USUAL!

I have screenshots, call logs, and written evidence of every interaction. The dishonesty is blatant: they told me on September 17 they were “still working with UPS” despite UPS already sending them the check a week earlier. This is proof of bad faith, lack of transparency, and intentional delay in refunding me.

From CJ to the entire Cobbler Concierge team, the experience has been lies and runaround. Their communication changed the moment they got my money for my order. Early on, they were quick to respond. After payment once the package was lost, communication severely decreased. I also question the validity of their 5-star reviews because my experience is the exact opposite—dishonest and evasive. If they refuse to mail my refund, I found them through a large Reddit group and plan to share my experience there and on TikTok so others won’t be scammed once I’m done with small claims. Out-of-state customers should be especially cautious: even with insurance, you may never see your money back.

At this point, the only way to resolve this is through small claims court and a bank dispute for the service charge. I suggest others who may be going through what I am going through to do the same. I also started a dispute with my bank for the service charge once I realized the company had no intention of doing the right thing. Do not let this company steal from you and ghost you. It’s not okay. Filing for small claims court is very inexpensive, may be a little time from your day but it’s worth sticking up for yourself! Disgusting companies like this need to be held accountable! They cannot take money, ignore customers, and lie about refunds without consequence.

Do not trust Cobbler Concierge. They have shown zero integrity and zero...

If I could rate 100 stars I would! Absolutely beyond satisfied with my purse repair, if i had known how easy cobbler concierge makes this whole process, I would have had my bag fixed ages ago! A local high-end consignment shop first recommended CC to me, they have used their services in the past to refurbish designer hand bags and are always happy with the results. I was apprehensive at first to use an online resource in a different state, but let me tell you, they have gotten what they do down to an art form. I opted to ship my bag myself to their store, and texted them some pictures for an estimate on the damage. I wondered how a robot would give me a good idea of the cost to repair- imagine my surprise when i received a response moments later, starting with “good morning, holly.” This was a real, live, person responding to me! They were so helpful, so informative, and answered all of my questions, even down to which logistics company was safest to ship with. Happy with the conversation I shipped my bag, and CC received it a few days later. They messaged me (and i got an email!) that my bag had arrived, they confirmed the amount we had previously talked about (and let me tell you, EXTREMELY fair prices!!) plus return shipping, i paid online, and they got to work on repairs. This all took place about a 7-9 days ago, and i just received my bag back - SHE IS REBORN. It looks better than when i originally purchased it! Absolutely perfect, and it’s fixed and ready for more adventures! I cannot recommend this company enough, from their initial customer support to the end returning of the product, I am still in disbelief at how easy they made this for me. I learned they are a small, family-owned business in NYC, and they deserve all the success in the world. I will absolutely trust you again in the future for repairs, and I will recommend you to everyone I know!! CC, Thanks so much again for your kind, quick, professional and...

0 stars if I could. This happened in 2023 but I’m still upset about it because I still haven’t worn my bag after getting it back from Cobbler Concierge due to stitching my flap back on crookedly. This whole process took about 5 months.

I sent in a vintage Gucci handbag in September 2023 to have my 1. Strap repaired and to repair the outer lining of the flap. The flap had to be taken off and restitched back on for a total of $531. I confirmed the repairs and it took 3 weeks for them to finish repairs which was great.

When I received my bag back, the flap was reattached and noticeably crooked. See pics. I emailed customer service. They replied quickly to apologize and I sent my bag back on 10/13. Time goes by and I don’t hear anything but I’m trying to be patient.. on 11/18, I follow up asking for an update. They apologize and said they’re shipping out my bag the following Monday and I get a tracking notification on 11/24. I get my bag back and… nothing has been fixed?! I email them again and I send it back on 12/13 with CJ promising to expedite the repairs. I don’t hear anything again and I follow up on 1/29 asking for an update just asking for them to return it so I can get it repaired elsewhere.

They finally return my bag claiming the bag looked fine. “The logo and setting of the binding did not appear uneven to me however for the many challenges of you having to send back your Gucci throughout the fall we will issue a $100 refund towards what you have spent.” And a $200 credit for a future repair. Any person with eyes can see that the bags alignment is not straight and worse off than before I sent it in. A poor quality repair AND poor communication is the reason why I do not recommend sending your precious item to them or Jim’s...