The Restory Bewertungen 229

Terrible customer support !
I dropped my items (06) at Selfridges in early September and I still haven't gotten them back.
I finally received a link to have them returned via DHL but the nature of my work does not allow me to stay home the whole day for the delivery (they give you an 8hour window for the return in the day, not a specific slot).
I've bee trying to get a hold of the customer support team to arrange a collection from anywhere in London, i sent several emails, Whatsapp messages and called them many times but NOTHING !
I ended up booking a return via DHL, but if someone from the business is reading this, PLEASE get back to me.
The process keeps dragging on and it's very stressful because who knows if I'll ever get my items back.
The lack of communication has made me lose confidence in this business and it's a horrible feeling to wonder whether I've been scammed eventually.
To Vanessa, I dropped my items at Selfridges so I have no shipping label to find your email address on. If you are reading this, please contact me. One of the items I dropped was a red Prada tote bag, if that can help you find me in you database.

I sent a pair of shoes that needed re-heeling to The Restory. I used the drop off option at Harrods which was very straight forward and it was very easy to arrange a home delivery once my shoes were finished. The only small bit of feedback I have is that I think the communication sent to customers about turn around times could be reviewed, as it did take a bit longer than what I was told. This wasn't a problem for me as I wasn't in a rush to get my shoes back, but I understand why to others it might be. However when I did contact customer services for an update they replied really promptly and explained the reason for the delay. Overall The Restory did a fantastic job at repairing my shoes for a very reasonable price. I would definitely use them again!

Impossible to get through to anyone for the last two weeks. I have sent two emails to customer services, called them on landline, WhatsApp and life chat but no one picks up the calls or responds to messages. Trying to arrange for my shoes to be returned for collection at the department store. I sent my shoes to repairs through The Restory at Harrods and I would like to collect them from the same place.

HORRIFIC CUSTOMER SERVICE. I have paid a lot of money to have 3 items fixed and can’t get one single reply to my multiple emails. Do not use this company. Who knows if I will ever receive my items. Unbelievably stressful , definitely not worth it !

Terrible customer service.
I have sent my boots and shoes for repair two weeks ago. Still haven’t received quote/neither update. My emails are being completely ignored.
Very unreliable company. Don’t recommend

I have sent two bags, one for cleaning and one for repair. The repair quote was extremely high and I could not get anyone to speak to me about it. I have followed all of the contact suggestions, no one has ever picked up the phone, you are put on hold for a '3-4' min wait and then dropped. I had one VM but no return number to call. No response on whatsapp. This has got to be the most frightening customer service ever and they say trust is important to them!!! I wish I had not trusted my expensive bags with them. JW Anderson actually recommended them!! This has been going on since Sept 2022. Vanessa, the founder says use the email on the packing label to contact her directly - I have no packing label. Notice she does not provide her email in any of her responses.

So pleased with my repairs. The turnaround is a little slow but understandable and well worth the wait. The price is reasonable for the standard of workmanship. Great service provided by The Restory for pick-up and return. About to send several more pairs of shoes for restoration.

Avoid using this service. I must say they are taking forever to get a cost estimate and also my bag costed around 300 pounds and I received a cost estimate of 300 pounds to replace a magnet which is not even branded. I asked for a reason why this is so expensive, no reply for more than 5 working days.

I gave up so I asked them to return my bag. They said that I need to come and pick up my bag at Selfridges. I was told that I dont need to come to pick up when I asked the staff and I was also able to book a delivery date with my home address.

This is a total west of my time and money as you need to pay 5 pounds for a service to start with.

Dont use it!

I sent my Chanel bag to Restory at the end of September for a general clean. The lead time advised was 2-3 weeks. Now 4 weeks have gone passed. There is silence from the Restory. I tried emailing, whatsapp and calling several times. No one had answered my email. Whatsapp showed that my message was read, but no one responded. The telephone line asked you to wait for 4 minutes then the AI voice told me that no agent was available to take my call. The Restory, where is my bag?

Untrustworthy & very poor customer service. An Chanel bag needing slight restoration, was sent off to them for a quote. I had to chase for the quote ( with the bag in their “ care” for 2 weeks & no acknowledgement .) The quote was outrageous & when requested a breakdown, all 4 of my emails ignored. Tried to phone , left waiting for 10 minutes & then automatic response “ to phone back later “ & automatic disconnection. They are now returning a £3k Chanel bag overseas with an insurance value of £60 & by economy - total lack of respect for other peoples cherished items…… DON’T USE THEM

I was very nervous reading some of these reviews having sent off my prized Chanel handbag for colour and surface restoration. They acknowledged receipt and quoted in a timely fashion. The quote was slightly higher than I’d anticipated but still fair I think. I received my bag back this morning and it was absolutely pristine - it looked like a box fresh bag from Chanel. You cannot tell it has been restored in anyway. The surface and colour are perfect. Really thrilled with the service and will send more bags. I have some jumpers being de-bobbled too so hoping for another good experience 🙏🏻 Thank you, Restory!

The Restory brought a pair of much worn and loved hand-made shoes back to their original glory. It is no longer possible to have these made and so it was really special to have such a wonderful job done. Exceeding expectations yet again!

Terrible service. No reply to several mails about the status of my order after almost two months!!! I will definitely seek legal advise and never trust them again.

I have used the Restory before and loved the result (Manolos refurbished) so was initially disappointed not to have my latest item (a bag) collected. However, when I mentioned I had no response, the team immediately got in touch and we are arranging a new collection date.

Terrible, terrible customer service.

I’ve sent two pairs of trousers for hemming and had one email of receipt but nothing since.

I’ve emailed, WhatsApp and called (the line just rings off)

Please can you contact me and send my trousers back ASAP

My diamonte Swarovski evening clutch bag arrived back with me today…. Replacement /repair to diamonte was the repair and cost me £400!!! The bag has arrived back today without any of them repaired at all! And no communication regarding them not being able to complete the repair or a refund! Very very disappointed

I have been asked to DM Venessa the owner but no contact details to do that. Nothing has been done to replace the darkened damaged missing crystals at all. The bag has been returned exactly as it was sent to you apart from the internal clean which was &95. So why have you charged me £400. The damaged crystals are very clearly seen on the bag sent to you and now received back exactly the same minus £400. I was told it would take 8 weeks to replace the damaged crystals yet the bag was returned much much quicker as obviously no crystals have been repaired or replaced.

Update.

Nothing has been done to the bag. All the damaged crystals needing repair of replacement are still just as I sent them. All you have done is clean the inside of the bag which was £90. And I have been charged nearly £400. I have the photos of the bag before and the bag now and nothing has changed on the damaged crystals that I expected to be replaced. I have reported this now to Amex to ask them to resolve with you.

HI I dispatched a very expensive and beloved pair of shoes that were gifted to me by someone very special.

Since confirming receipt of the items you have not corresponded with me or answered any of my attempts to communicate with you.

Based on the reviews I am seeing I am becoming incredibly concerned and feel as though i may need to contact legal advice in order to get my items returned to me which is a shame. The experience from you has been poor.

Vanessa please make contact, im hoping to resolve this asap
Update

HiVaness

THank you for making contact , it goes a long way to installing faith back in your services. I see the email came in very late last night which suggest you are stretched. i know how that feels. What you have built here is good, try not to loose brand credibility because your inundated - get help. Honestly I've been there

My name is kam Davis, I have emailed you as advised

Trying get anything done with this company is like trying to squeeze blood from a stone. They don’t answer their customer service line, WhatsApps or emails. I’m trying to spend money with them and getting nowhere! The only way I’ve managed to get my order progressed is by chasing on social media for a response to my emails. I dearly wanted to love this company - the idea is amazing. Unfortunately I think this will be my first and last order with them.

I Have used the restory before with no issues.

Had issues getting my shoes collected. I had to keep emailing them multiple times to find out when my collection was. Wasted over a week. Finally collected my shoes and didn’t get a confirmation until four days later when they said I would get a quote the next BD. Well ten days later and I receive an email basically saying the same thing - they have my shoes and will send a quote soon. This is so unprofessional! Then wrote customer service for an actual ETA as this experience has been nothing but delays and I receive an automated email that they will try to get back to me with five days!!

Edit: the owner Vanessa reached out to me right after posting my review. She helped expedite my order and provided me with updates along the way. Thank you for helping to resolve the issue!