BRENTWOOD SHOE & LUGGAGE REPAIR

The job was pretty straightforward and completed on time. I appreciated a reminder call when the luggage was ready for pick up.

unknown

unknown

unknown

unknown

unknown

Unknown.

.

They do great work, it just takes a REALLY long time.  I consider it worth it and would recommend to others.

Great!

My daughter & I went in for the first time and couldn't believe how
friendly and knowledgeable the staff was. Katie was very busy in the
front but took a couple of minutes to figure out what was wrong with my
daughter's boot. It was drooping on her leg and looked quite different
from the other one. Although we were doubtful it could be fixed, when we
picked it up it was perfect. I have gone to many shoe repairs shops
through the years and this one was by far the best. The retail items
they sell are also great and much better than the typical foot products
at drugstores and pharmacies. I definitely am going to take all my shoe
and luggage repairs there from now on.

I brought in my leather purse because the strap was falling apart.  It just needed a few stitches around the edges.  This is a simple job, however I do not have the tools to do it myself.  I chose this company because of their good reviews on Angie's list.  I was very surprised to find out that it would take them close to a month to perform this simple job, because they have many projects and have a long waiting list.  I decided to wait because I have many other purses to use in the meantime and the price was ok.  The lady was friendly when I went in.  She said it might be done ahead of time... I was hoping it would, because I realized that it could be done very quickly.  So 2 weeks later I called to check on the status of my job, and she had a very difficult time locating it.  She finally did, and told me it would not be done until the date that she quoted me.  ok.   So I came back about a month later to pick up my purse on the day/time it was supposed to be done, and sure enough, it still hadn't been touched!  So she scrambled to stitch it up in 5 minutes!  I feel that quality time and workmanship was definitely not taken into account.  She was rushed, and did not so a great job on the stitching.  The seams are not straight, and  you could tell it was done poorly in a quick manner.  I would not recommend this service.  It appears that they are understaffed, unorganized, and do not have enough time to do quality work.

Works great!  Brentwood used excellent inovation to provide a solution for me.  Courteous. Work was completed when they said it would.  I will be returning with other work

I would use them again for luggage repair.

Great service and very friendly staff.  The work was done nicely and ready when promised.  My only complaint is that it takes around 3 weeks to get the work completed. I would prefer a week or less.

Went very well.  Work well done.

The first time I used the luggage after the repair, the pulls they used broke.

Paid up front for the repair and given a estimated completion date.
Work was finished before estimated date.

This is the kind of "old time" family-run shop that you don't see as much in this day and age. The reason for writing $0.01 as the price I spent is that these generous folks "comped" me the job because they said it didn't take enough time to bother charging me. I went in with 4 belts to add extra holes, and they did it on the spot within a few minutes. My 2-year-old came in, and they even entertained him and gave him a candy.  The belt loops weren't perfectly even, but that was partly my fault for not putting the holes perfectly even on the belt.

I took the briefcase in to see if it could be repaired.  After examining it, they recommended ways to fix the briefcase which not only fixed it, but improved it.  The work was done on time and I am able to use the briefcase again.

I left my favorite Stuart Weitzman boots with them to fix the heels and stretch them out a bit. They did a great job on the heels. Stretching didn't seem to work on one boot so I wanted to bring it back later. The lady at the front desk said I have only 24 hours to bring them back free of charge. It was a Saturday and they weren't open until Tuesday. She told me I could leave them or pay again if I bring them on Tuesday. I needed them that night to go out. Luckily, the gentleman came from the back and heard our exchange. He told her that they can be more flexible since they're not open and it's not my fault. Thank you for that!
However, when I got home, I noticed a bunch of sticky spots on the leather, right around the knee height. It was glue! It took me a while to get it cleaned but it ruined the leather finish and took some gloss and paint off. I'm so disappointed about it because these are nice boots and I keep them in pristine condition and now they have glue spots. I did not and will not return to this place.

The owner is a very qualified individual but can be a bit cranky at times. But once you get past that, it is worth it.

We really liked them and they did good work. They shortened the strap on a purse and you can't even tell they did anything to it; it looked like it came that way. I will use them again in the future.

The turnaround time is decent and when I do actually get the service that I wanted when I drove across town, the quality of the work is above average and reasonably priced. But for me, it's just not worth the discomfort of interacting with them, and the inconvenience of traveling to the shop when they refuse to serve me-- about 50% of the time I've visit.

I've been to Brentwood Shoe Repair probably 5-10 times over the years. My experience has gradually improved with each visit. I would assume that customer response in years preceding was very strong, because it's clear that the staff are trying to be, well, nicer. In fact, it's almost painful to go in there because they're just not nice by nature... so the behavior is forced. At this point, I still find myself with such a sense of dread whenever I plan to visit the shop that I've decided to stop going.

The first clue to an experience at BSR is the front door. It's covered in aggressive handwritten signs. "Is it 3 PM yet? Shoes aren't ready till 3 PM." "Finish your cell phone call before you enter," "Payment is due at time of drop off," and so on and so forth. Are BSR customers really so rude/stupid/dishonest that they need to be informed of these policies before entering? Or is the BSR staff really just that impatient/intolerant of occasional annoyances and misunderstandings?

The next clue is the willingness of the staff to actually do the work they advertise to do. Every time I go, they are unwilling to fix/clean/repair at least one of the pairs of shoes I bring. At first I thought my expectations were unreasonable, but when I brought the very same pairs of shoes to other cobblers, they happily accepted the work and did it well. And this is important: ***every single pair that's been turned down by BSR has been fixed elsewhere without a problem.***

I guess I should be grateful that they refuse tasks when I try to drop them off as opposed to when I enter the store (AFTER 3 PM OF COURSE) and find that they decided not to repair one of the shoes and just never bothered to tell me that I'd be driving across town to pick up an item they hadn't fixed. That's happened, too.

See above.