Complaints

This profile includes complaints for Austin Shoe Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Austin Shoe Hospital has 10 locations, listed below.

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• 

  Austin Shoe Hospital

  720 Congress Ave Austin, TX 78701-3217

• 

  Austin Shoe Hospital

  306 S Bell Blvd Cedar Park, TX 78613

• 

  Austin Shoe Hospital

  8211 Burnet Rd Austin, TX 78757-7713

• 

  Austin Shoe Hospital

  6812 North FM 620 Austin, TX 78732

• 

  Austin Shoe Hospital

  1911 W Ben White Blvd Austin, TX 78704-7649

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I left a belt to be shortened 4 inches at The Austin Shoe Hospital on Burnet Rd. The cost was to be $24.95. When I went to pick it up on July 8, 2024 it wasn't shortened by the requested amount. The employee told me he would have to charge me again to shorten it more. He cut the stitches on the belt to show me how it measured compared to the piece that was cut off and that they did remove 4 inches. Actually, the belt was only shortened by 2 inches the way he measured it. I tried to explain that the repair was not done to my satisfaction and that I should not have to pay for unsatisfactory work. After a heated discussion, I took my disassembled belt and buckle, and attempted to leave the store. One employee blocked the door to my car and threatened to call the police. When I took out my phone to call the police myself, another employee yelled from the door that I was banned from the business forever. They did not offer any resolution for the problem, but wanted me to pay for the original cost and an additional cost to remedy the situation. I just want the work completed as discussed when I left the belt to be shortened.

  Business Response

  Date: 07/29/2024

  An Austin Shoe Hospital manager with *********************************** detail how we shortened the belt 4 inches and proved this fact to her. We even saved all the original components to prove this fact. Customer just could not grasp or understand the process and no matter what we showed her or told her, she refused to believe the facts presented. Customer actually walked out without paying and stole the job. We are more than happy to put the job back together or even shorten the belt more if she wants, but only if customer pays for initial 4" shorten job. I cannot help someone that refuses to accept the obvious data and facts presented before her by professionals in their profession. 

  Respectfully,

   

  *************************

  Owner

  Customer Answer

  Date: 07/29/2024

  Complaint: 21957594
  
  I am rejecting this response because:  I want to clarify some issues. It was the 37-year experienced employee that recommended shortening the belt by 4" after I showed him how it fit my waist. I simply wanted the belt to fit and I relied on his experience to complete the job appropriately.  Further, he took apart the work that was done, thereby destroying that work and basically leaving nothing to pay for.  He also said I would have to pay to have the belt shortened more.  That is what led to the confrontation. Reaching no compromise,  I took my disassembled belt and buckle and left. I did not steal anything!!! I have been a customer at ******************** for over 15 years, and have always been satisfied with the work.  Actually I had another belt shortened recently with no problems.  I will gladly pay for the work, with the guarantee that I will not be charged any additional costs to shorten the belt so that it fits my waist, as I initially requested.

  *************************

  Business Response

  Date: 07/30/2024

  Please bring the belt back in and have the manager send the belt to my attention for evaluation. I cannot make a decision on this until I have actually personally evaluated the belt and the work we have done.

   

  *************************

  Customer Answer

  Date: 07/30/2024

  Complaint: 21957594
  
  I am rejecting this response because: I will take the belt to the shop tomorrow,  July 31st as requested. I will reserve my final acceptance/rejection until after ************** has evaluated the situation at hand,  and made a determination about settling this unfortunate matter. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/18/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother recently dropped off a brand new pair of shoes to have the caps replaced for a rubber cap to prevent slips. Today 4/17/2024 we stopped in to pick up the shoes and were helped by ****** we explained to the associate that the caps they did were exactly the same as the last time. He proceeded to get hostile and derogatory. Stating that they arent fixing shoes for Beyonc. I stated that there was no reason to become rude especially because he was speaking to my 67 year old mother in that way. I told ****** that simply if that if rubber caps is not the type of product they use to replace the cap then its something they could have stated so that we would have made a different choice. The associate doubled down and said that hes not used to having to talk to sensitive people because clearly Im a f***** and that Im not used to talk to a real man. He took back the shoes and I told him that there was no need to send them back. He gave us the price which was different than what was on our receipt. He tripled down and said that in ******* we pay tax. My mom handed stated that she wanted her shoes so we could leave. He stated that he wasnt giving us anything until we paid. She had the card out for him to charge us for his service. I asked for the number for the manager or the owner so that I can talk to them. He refused. I proceeded to call ***************** because he was attacking my Mother and being verbally abusive. While we waited for the Police to arrive the associate got on the phone with someone. He stated to the caller that he would take care of it because the ***************** officers are likely one of their customers. What is clear is that this individual is a poor representation of any business. His hostile and abusive behavior is uncivilized. I hope the owners dont stand for this representation of racism, homophobia, and the most offensive of all attacking a senior citizen.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off a pair of shoes to Austin Shoe Hospital on 8/14. Simple sole separation repair with a few other cosmetic touch **** I was quoted around $86 and told they'd be ready in a week and a half. A week and a half comes and goes and I call about my shoes. I'm told "if they're ready, we would have called you, so no need to call us." I leave for a trip and return expecting to have missed a call. I call the store on 9/13 and am told they can't locate the shoes, they'll call me back. They don't call back. Same script given on 9/14 with yet another unnreturned call. Again on Friday, 9/15. Finally I get a call from the manager, ***, on 9/15 before closing who says its priority #1 on Monday (9/18). No call on Monday. On Tuesday (9/19) I finally got a text they were ready. I was again traveling and could not pick up until today, (9/22). I called before I came because I was hoping there was something the manager could do in terms of price to make the situation right. I was having to jump through crazy hoops to get a $200+ pair of shoes back over a month after expected to be due. The manager initally offered $15 off (less than 20% off) for almost entirely losing my shoes. I noted I was not happy with this offer. He offered $25 and asked if $25 off would keep my business. When I responded no, he said "no discount then". I asked to speak to the owner, who was unreachable. I paid full price for the service today because I wanted it over with. I noted I will be leaving poor reviews due to the terrible customer service experience and *** exclaimed "Well aren't you nice!" in front of another employee and customer. Beyond embarassing. Overall, I'm not jumping with joy over the repair that has been made. However, my real complaint lies with the complete runaround I was sent on to try to retrieve my shoes. This business treats customers very poorly and has no concept of customer service. Never once was an apology offered. Call log information attached.

  Business Response

  Date: 09/25/2023

   This particular job was giving my 30 year master cobbler trouble. He could not get the original sole to adhere properly so we had to redo the job several times until we were finally able to complete the job. Shoe Repair is not an exact science. We repair 1000's of different brands and all the shoes and boots are constructed in a variety of ways and with different components and materials. Simply put, this job took longer than normal due to the EXTRA and uncharged for work we had to perform. That is the truth concerning this matter.We never give hard due dates because of this factor. We always will try to give estimated repair time frames, but we can never guarantee these estimates. 

   

  Respectfully,

   

  *************************

  Owner 40 years

  Customer Answer

  Date: 09/25/2023

  Complaint: 20644777
  
  I am rejecting this response because:

  The time frame alone is not the main concern. No one who I called gave me any sort of information regarding the repair, nor status updates on the job. In my opinion, 1.5 weeks turned to 5 weeks deserves an update without the customer having to call repeatedly. Everyone I called made it seem like they could be lost; there was no one who told me that they were being redone several times.

  I would have been very understanding if there had not been such a run around. Considering theres plenty of reviews that are similar to mine (shoes/accessories being made to seem lost & then magically reappearing), I think its a larger pattern.

  It is single handedly the worst customer service experience I have ever had.

  Best, 
  *******************

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought a pair of mens' hiking boots to be have the soles glued back on. The first time I wore them the soles fell off, leaving me to walk six miles with no soles. Painful! Manager refused to apologize, offer a refund, or repair the boots correctly. I am deeply dissatisfied with their customer service. Thank you for helping.

  Business Response

  Date: 08/10/2023

  Please bring the boots back to the store you dropped them off and have the manager send them to my attention. I will inspect and evaluate the job and call you with a solution. We should be able to effectively redo the job.

   

  Respectfully,

  *************************

  Owner/40 years

  Customer Answer

  Date: 08/10/2023

  Complaint: 20339129
  
  I am rejecting this response because: While I was on a backpacking trip in rural ********, I was without boots because the soles fell off of the boots that had ostensibly been repaired just before the we set out. Not only did I have to hike back to basecamp with no protection for my feet, resulting in much bleeding and sores, I lost a two day of vacation going to town to buy new boots. I am requesting ***** dollars for time lost, 500 dollars for pain and suffering, 350 for new boots, an apology, and a proper repair of the boots that were not repaired properly. $1850 cash, apology, and proper repair of my boots. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/11/2023

   All we can do is inspect the customer claim concerning this "no guarantee repair job" and will most likely redo the job to the best of our ability for no charge. If the hiking boot manufacturer cannot guarantee the original sole to never come loose, neither can we. We generally always inform customers of this fact when they drop off this type of job, but are generally always willing to do the job again for no charge if need be. This is the final and only offer we can or will present. 

   

  Respectfully,

   

  *************************

• Initial Complaint

  Date:06/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The proprietor lost my shoe. After four months, he offered no restitution or apology. He was also incredibly rude and unprofessional. He said that he would find my shoe only if I was "nice," which sounds a lot like sexism and gender discrimination.

  Business Response

  Date: 06/27/2023

  The shoe has been delivered repaired to ****************************This issue has been rectified and customer is satisfied.

   

  Respectfully,

   

  *************************

  Owner

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************