The Restory Reviews 229

I’m still waiting for a reply to my complaint a year ago! Paid £750 and my shoes are the same as they were when I took them into Selfridges.

I sent some Jimmy Choo shoes to be reheeled. The service was a bit slower than advertised and also I must have missed the webpage telling me there was a compulsory £65 cleaning fee before any work was done. However they checked the leather for the heels with me before doing the work which I liked. However one of the heels snapped the first time I wore the shoes- and that was only in the office not outside. I have asked for comments a number of times but no reply. Clean but unwearable shoes cost me over £300. Not happy.

They provided a DHL label and collected my Chanel bag in January and I haven't heard from them since. I've sent numerous emails, none of which have bee nresponded to :(

Awful company have basically stolen from me. Sent them an item for repair nearly 3 months ago and have had no contact from them despite sending over 30 emails.

Still waiting for the return of 2 of my items nearly 4 months later. I’m amazed the police are now not involved. Complete scam

Awful service and company to deal with, quoted and I sent my bag to be then advised it’s more than double the quote, so had challenged here, no communication for weeks and had to chase and chase only via email for any update - silence and just a fob off, to then get an email saying we can’t fulfill all our customers requests so sending bag back and I will gain a refund, still no refund now over a month and have sent 13 emails chasing, am now having to send a formal complaint to my credit card company against them, DO NOT USE! They owe me over £210!!!

Restory was a trusted company (which I recommended to friends, embarrassingly), but no longer. They received and acknowledged receipt of 7 articles of clothing. Eventually 3 were returned without repair and despite umpteen requests the other 4 are still missing. These are very expensive items and I am at my wits’ end as to what to do now. Emails and calls are not responded to. Does anyone have an answer please?

I was sent 2 links to my 2 collections in order to receive my items none of them works. I have tried to reach them several times but It is impossible to reach anyone via phone or email. I would greatly appreciate if anyone know how to reach anyone on this company.

Please can you tell me what has happened to my leather jacket which you have had since last year. Thank you. Jim Grover

I shipped my shoes with a clear explanation of what I wanted to fix. They've issued a quote, I accepted it (which was fixing the heel and cleaning) then was told that of course they didn't have that specific heel cap I was looking for (it was clearly in the pics and the query) and then proposed options that were horrendous and that I could have had at the corner shop. I tried to find a solution and whilst I understand I was asking a lot of questions, (I wanted to find a solution as to not ruin my shoes since they'd have proposed something I couldn't accept). They made no effort, didn't take the measures I was asking for and I finally said "fine put a black cap on my orange perspex shoes"
Then was told that my shoes were sent back. Hoping that the cap had been fixed and they were clean. They came back in the exact same conditions I had sent them.
I've asked why, I've told them the credit card that had been used was canceled and that I needed to get refunded on another account. I've sent 3 emails, no answer. Notwithstanding that I will never get the 10£ shipping refunded. I'm awaiting a £90 refund, and no news in 2 weeks. Shocking, don't send anything there.

My shoes have been returned 4 months later with shocking work, this was after requesting an additional charge or they would not fix them at all. The work they have done with the soles of my heels is shocking and they haven’t used the material I paid for. Customer service was disappointing and lack of communication in general.

Avoid like the plague they sent the wrong item back and haven’t had the decency to call me , have no idea what to do !!!

My items have been returned to me without any work being done. There was no explanation and I haven’t received a refund

Following the destruction of my wife's crocodile handbag, I wrote to The Restory several times since the beginning of the month without any form of explanation or apology being forthcoming. It is impossible to call anyone in the office as their numbers ring out.

I simply cannot understand how they could simply send the handbag back to us in pieces without any form of letter, phone call or email... and to exacerbate the disaster, we are left with an antique and beautiful bag that has been effectively rendered unusable.

Can anyone suggest what we should do?

Stewart McNair

I decided to try the restory to get a pair of gucci loafers resoled and a protective sole put on. I opted for the restory after a friend recommended them and had used them previously.
I submit a collection request however I was never sent a label to print. I tried to contact but the phone lines did not work. DHL came to collect the item, but I had no label. I eventually heard from the Restory who apologised and explained there was a technical issue (this should have been my first warning) but they convinced me to proceed and provided direct contact details. My shoes were collected and within about 10 days, I received a quote. This didn’t match what I had requested but they were quick to respond and rectify so I paid the c£195 for the repair and was told this would be two weeks for return.
Three weeks passed and I requested an update, I was given someone else’s contact details who said they would give me a status in 30-60 minutes. When I messaged later they said it would need to be the end of the week. The restory seems to have had its founders exit the business and another company has stepped in. They are trying to get orders back to everyone, however the communications (constantly being told it had shipped then finding out it hadn’t) were not appreciated. I tried to remain patient and spoke regularly, but ultimately when I placed this order it was clear there were significant issues and they should have been honest up front or not accepted anything further. Even if the restory is recovered it’s not a service I would trust to use again. I finally received my shoes back, and they had been repaired. The work is good but unfortunately as this started on the 27th January and it took until 10th March for my items to be returned and constantly needed to chase / thinking they would not be this is why I am reviewing as one star and explaining the situation.

The worst company! Avoid at all costs. Sent 2 valuable items and only received one back so far after waiting 6 weeks for responses. Have gone through Harrods to chase my other item and found out The Restory are having financial problems. Save yourself the stress and uncertainty and avoid.

Sent 3 items, accepted a quote, then they send an email informing that they are “working on my order” and 10 WEEKS LATER, my items come back UNTOUCHED! No explanation. Weren’t they supposedly working on it? Did they lie? Anyway, I’m asking for a full refund. I was expecting my $4K sweater to be ready and now I won’t be able to wear it because I’ll have to send it to another service provider. A WASTE OF MY PRECIOUS TIME!! This is an utter scam!

I dropped my items off at Selfridges on 14th February on receipt number 27247

I didn’t anything at all until I suddenly received both items back. No repairs carried out no explanation nothing.

I have tried to contact them by email numerous times and there is never a reply

Sent 5 pairs of shoes for repair and opted to repair 2 pairs. Only 4 pairs sent back, and only 1 of those pairs is the shoes I paid to have repaired. The other pair of shoes - which I paid to have repaired - are missing and they are not responding to emails or picking up the phone to explain where the Louboutin shoes I paid to repair, are!!!!!!!!!

Yes that’s correct, unfortunately they now have? I was told that K.G shoes repair who are based in NW1 Camden did most off the shoe repairs for the Restory.
I have tried them 3 times since the Restory has closed, and not once was i disappointed, they are very professional and helpful with all there customers?
They also provide a outstanding postal service for customers to send repairs to them, or take yours shoes direct to K.G. Shoes