** AVOID AT ALL COSTS **
** AVOID AT ALL COSTS **
I would strongly advise others to think carefully before using Red Soles for luxury shoe repairs.
I sent my Christian Louboutin shoes to them for restoration work and unfortunately received them back in a significantly worse condition. After taking them directly to the Christian Louboutin flagship store in London, I was informed the damage caused by the repair work was so extensive that the soles now need to be completely replaced at a cost of £360.
What was most disappointing was the handling of the complaint. Rather than taking accountability, the company attempted to question the authenticity of my shoes despite me providing proof of purchase from the official Christian Louboutin boutique.
They then requested further evidence including proof of purchase, correspondence from Christian Louboutin, and the invoice for the repair costs, all of which I promptly sent across. Despite this, the company later closed the case without resolution.
They also admitted they do not use genuine replacement heel tips, something that was never made clear beforehand.
Although they eventually refunded the original repair cost, they refused to contribute towards the actual cost of rectifying the damage and have now blocked further communication.
Luxury items require specialist care, transparency, and accountability. Sadly, this experience fell far below expectations.
Antwort von Red Soles
We are genuinely sorry that you were disappointed with your experience, as we always strive to provide the highest standard of service and ensure every customer leaves satisfied.
Our family has over 150 years of combined experience in shoe repair, and our cobblers treat every pair of shoes with the utmost care and respect. If we were ever responsible for damaging a customer's shoes while they were in our care, we would not hesitate to accept responsibility and put things right.
In this case, however, we do not believe the damage occurred while the shoes were in our possession. While we acknowledge that we did not identify a service requirement that may already have existed, this is different from causing damage to the shoes themselves. For that reason, we do not believe it would be appropriate to compensate for the cost of a replacement pair.
Although we respectfully disagree with your conclusion, we did provide a full refund for the service without objection as a gesture of goodwill. We felt this was a fair resolution given the circumstances.
We value all feedback and are sorry that we were unable to reach an outcome that met your expectations. We remain committed to providing the highest level of craftsmanship and customer care to everyone who trusts us with their footwear.
Please see our 5 stars Facebook reviews for evidence as we did not until now have a Trustpilot account.