Jim's Shoe Repair — 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...

I can’t say enough great things about Jim’s and the amazing people who work there! As someone who has an ever growing collection of high end designer shoes (that I wear extensively though the wretched streets of NYC) I struggled for years to find a cobbler who I could trust to not ruin my shoes (not to mention someone who could repair them to almost perfect original state). I would go as far as taking an extra suitcase full of shoes to Los Angeles when I would visit to my trusted cobbler there but that was getting to be beyond unsustainable. Then came Jim’s! Jim’s was referred to me by the lovely Gucci Soho store reps who I trust extensively - they told me that most of the high end designer stores, including Gucci, swear by Jim’s and boy are they right to! I cannot articulate enough how consistently blown away I have been by their incredible craftsmanship, transparency, and attention to detail. They can solve and repair almost any shoe problem you may have! I super appreciate the time they take to go through your items in detail to discuss the issue, what you want, and provide you with transparent options and pricing (they are very honest about what can be done, what results you can expect, and the cost upfront). Their pricing isn’t cheap but neither are they, additionally they are great at working with you to provide multiple options at variable prices. With that said I have never felt like their prices were unreasonable or unnecessarily marked up (they pricing is comparable to my trusted cobbler in LA). You absolutely get what you pay for with Jim’s and that is unparalleled quality and customer service. I have taken in 15+ pairs of designer shoes and handbags to Jim’s to repair, clean, adjust sizing, and protect and every item has come back exceeding all expectations! I am so happy I have found my forever shoe repair go-to and I walk way more comfortably in my (sometimes uncomfortable) heels knowing that they are protected and repaired by Jim’s! Thanks...

The interaction with your front desk staff was, unfortunately, one of the most negative customer service experiences I’ve had in quite some time. The woman at the front desk was unhelpful, condescending, and even made comments that felt uncomfortably discriminatory. I left feeling both dismissed and disrespected, which is the last thing I expect when paying for a service.

Not only was her attitude problematic, but her communication skills left much to be desired. She did not thoroughly explain the repair process on my shoes, and as a result, one of my shoes was fixed in a way I didn’t want or expect. Had I been properly informed about the procedure, I would have requested a different approach—or possibly chosen not to proceed with the repair at all.

I strongly recommend considering a change in your front desk staff to ensure a friendlier, more professional, and respectful environment for customers. Additionally, some retraining on effective communication could make a big difference in how your staff explains service options, which would ultimately lead to happier, more informed customers.

Unfortunately, based on my experience, I cannot recommend your store. However, I hope that with a few changes, future customers will have a much more...