The Restory Avis 

They only tell you the turnaround time AFTER you have paid them £10 to get DHL to pick up your items for a quote.

It took them 3 weeks to get me a quote (and only after I chased them). When the quote came, it was a little bit more expensive than what I could get from walking into a fancy dry cleaner. And the timeline they gave me on the invoice was 10+ weeks. 10+ freaking weeks… does it really take almost 3 months to repair 2-3 moth holes on two jumpers?

I had already paid £10 for the DHL pick up so I figured fine, just approve it. But noted that I will never use this service again. It used to have much faster turn arounds, which is why I booked a collection. But 10 weeks? Guys, your business is not scalable ok? It’s not working. At least be transparent about your turn around times on your website.

Reply to Restory's response on Jan 30:
My order number is 26103. Review sites like trustpilot are there to keep businesses and their customer service in check, and the reality is that most consumers only take the time to review when a business is (1) atrocious or (2) above and beyond excellent. Unfortunately the Restory falls into category #1. Also, I do have two 3 star and one 4 star reviews on my Trustpilot so please do your due diligence correctly. It is not the only review site I use, and certainly on my google profile I tend to provide good reviews as well as negative ones. Your attempt to stalk my trustpilot profile to downgrade the veracity of my review also shows a lack of professionalism as a business.

In response to your proposed solution - it is a bit unfair to not provide expected turnaround times (even if it's a range) BEFORE you ask the consumer to pay £10 for DHL to collect the item. Other tailors and dry cleaners provide accurate ranges on their website. I understand that you have a small staff that is not able to keep up with demand, but then please tell people this upfront ON YOUR WEBSITE BEFORE YOU ASK THEM TO BOOK A £10 DHL COLLECTION.

What I would like is a refund of the DHL collection fee (£10), the payment (£55), and a return of my items so that I may find a local tailor to fix the issue instead.

Update Feb 18th: Thank you for returning my items and not processing them. However, you have still not refunded me the £55 for the service and the £10 DHL fee = £65 in total. If I don't receive the refund in the next week, then I will raise a dispute with Amex. Thanks.

Update March 1st: This is for potential customers coming to Restory - this company never refunded me my money despite returning my items unprocessed. Please avoid this company, this kind of customer service around payments & refunds is one of the worst I've ever encountered. It's a real shame as a few years ago, this was a good service. Don't know if they've had some kind of ownership change that has negatively impacted the service provided, but currently, this is not a reliable company.

The website doesn’t work. I received a quote and I had a query on the quote. I sent two emails and no one responded. I have tried to comment on the quote but the option doesn’t work. Now I have received an email saying the service was cancelled due to no response. All I asked was if the quote covered the gold hardware of my bag as well as fixing the structure of the bag but I haven’t heard back. I still need the service but the poor customer service is worrying. Order number 26641

I sent in my heels to get the material on the heel replaced in NOVEMBER, paid over £400! A month later, I got an email asking to pay £55 more as they wanted to replace the plastic part of the heel also - I told them I do not want this; if the heels are ready then send it back.

Since then I have sent multiple emails asking if the heels are ready yet, with no response apart from automatic replies saying they will respond within 5 days - still NOTHING. They do not answer the phone, I have called them 6 times today.

Absolutely AWFUL customer service, I'm still waiting to hear about my heels after 2 MONTHS with ZERO information on its whereabouts. Ridiculous considering the amount of money they charge - convinced they are stealing peoples' designer items - DISGUSTING to say the least.

Do not reply to emails!! Do not achieve time frames and make false promises.

I have been chasing regarding a coat i submitted for repair late oct/ early nov and was told a 10 week turnaround. I contacted them late December to ensure this was still achievable as i need the coat by the end of January for a trip. The dates that were given when i originally submitted and paid for the coat would mean that this would have been achievable with 2 weeks spare for any delays etc.

I was told that someone would contact me and i quote "mid January at the latest", however no one has contacted me and it is now likely i will not recieve my jacket in time for the required trip. This is the only email that has been responded to since submitting the coat as other emails I sent regarding questions of the repair were ignored.

Order No. 24955

Not what you would expect from a company dealing with expensive clothes who are endorsed by companies such as Harrods and Selfridges!

I have sent a few items to The Restory now, sent in a condition that I can only describe as "well loved, a little broken and a tiny bit bruised", but came back effectively brand new.

I just sent a pair of limited edition Louboutin Kates to be quoted for the suede on the heel to be repaired, a full clean, a sole repaint, and to re-dye them either in the original colour, or a darker shade. I was very surprised when the quote came back at £648.....

Now don't get me wrong, they've done an excellent job in the past and i've been happy to pay. But £213 to tidy up the heels (the heel caps didn't even need replacing) and a further £58 to repaint the soles red? The £65 cleaning fee is obligatory (and they say you can't have any other services without this being selected), and well, do the maths on how much they wanted to redye them. C'mon, really. I know you rely on expertise and to source original materials, but when the cost of the repair is more than the original cost of the shoe, you have to acknowledge that there's something wrong with your pricing, especially when you charge £10 for courier collection as well.

This time round, I chose to decline the quote and have them sent back because I really couldn't justify the cost.

To be clear, I have had nothing but great experiences with The Restory, and they've been incredibly communicative with me. I appreciate everyone's experiences are different, but on the whole I think they're fantastic and I really can't fault them for the service provided previously! My 3* is only based on my disappointment with the cost of the quote this time round.

I would 100% recommend them, and I have done to many friends, but just not going to for this repair!

Takes absolutely ages!

They aren't very good at providing a precise turnaround time. I've been informed that my shoes have been repaired but I have yet to receive an email to arrange their return, yet I can't get hold of them via email as they take at least 5 business days to reply. I'm incredibly disappointed

Originally got given a quote for a repair of around £70 ( with the understanding that it is a quote and it may go up). So decided to go ahead and suddenly the cost of repair was £262. When questioned, reply was our cost have increased. Not the best customer service.

I’m livid!! I can’t get hold of anyone at The Restory - been calling all day non stop with no answer and no response to my emails dating back over a week and they have my VERY valuable bag - is this a scam?! Is it an elaborate ploy to steal?

I sent my LV duffle bag to the company early November. Everything seemed fine and they were very quick to get in touch to send quote, follow ups etc. They sent me an email providing options 06/12/2022. I responded shortly after asking for further explanation and pricing of the options. I had no reply. I emailed numerous times to follow up and still no reply. I eventually got a reply on 10/01/2023 to say they didn’t receive my response which was on the same email thread. I resent my reply that same moment and have been chasing them since. I tried calling the number on their website and it said its not in service. The number on instagram rings but again no response. At this point I want my bag returned and my money refunded.

If I could give zero stars for customer service I would, which is such a shame because the craftsmanship on my item was amazing. I did finally get my coat back (unlike a lot of people complaining on Instagram), but the process was a complete nightmare from start to finish.

Firstly, I was 'requoted' a value 350% higher than the initial quote... sorry?! Then nothing.... crickets... tumbleweed skips past, etc.

I only received responses from the company after taking to social media, after sending COUNTLESS emails and ringing them non-stop. The phone is never answered by the way, and you can't leave a message, so don't bother.

Clearly they spend all their time uploading instagram videos and not any time at all on customer management or communication. Overpromising and underdelivering to a customer base that is simply too large for them to manage appropriately.

Avoid at all costs.

I was very impressed with The Restory. The process from start to finish was straight forward. I had a pair of Aquazzura heeled shoes which had to be repaired and the quality and craftsmanship was exceptional. They kept me informed throughout the process. Fees were appropriate to the skills and workmanship involved. I highly recommend The Rectory and will definitely be using their services in the future for any repairs. Thank you Restory.

I sent some knitware to be repaired on 1st November and paid £184 on 24th November. Sent chaser email on 6th January , automated response saying they will come back in 2 working days. Still nothing and another email has been sent. I cannot believe they have a presence in Harrods and Selfridges with such poor slow customer service.

The worst service ever from this company, dropped my shoes in November 2022was told it takes 3weeks to restore, repair any products. It’s January now the 16th I have sent several emails , made calls and no response , I am worried when asked them to return my shoes without repairing and still no luck , shocking they are allowed to operate from Selfridges with such a terrible service,I will never use and will never recommend to anyone - be careful!

I am appalled at the lack of customer service and communication which you have avoided at all cost by phone and by email. You will not respond to my numerous messages to you about my bag and fixing the strap and you are actually quoting more than Louis Vuitton quoted so I have asked for you to reduce this cost but you still have not responded. I have already paid a subtstantial amount to have the top of the bag's leather replaced and was confused as thought the cost included the straps which I feel I have to get fixed now as the bag looks odd with only one part of leather fixed. If only you had called in the first place to discuss this I would not have gone with the original quote. I would avoid this company given their other reviews it seems I am not alone.

I sent in a pair of boots for zip repair, and a bag for cleaning.

I found the communication throughout the process really bad, I sent several questions by email throughout the process but I was no responded to, only informed when the order was processed & ready to be returned upon completion.

Upon receipt the bag had no marked difference with cleaning. The boot zip remained broken, and to my knowledge has not even been attempted at repair.

I emailed the company on the 15th December to complain, received no response. I emailed again a week ago, again no response.

It was not a cheap service, I am severely out of pocket, I would not recommend.

Having to take to socials again as apparently it’s the only way for @therestory_ to respond? Promise of a call on Monday… no call & been hung up on today, again… As you’ll see from previous reply I had 1 email response promising a call that never came… also the restart, latifah only tried calling after I’d taken to social due to 6 weeks of SILENCE!

Despite several attempts and broken promises- the last one being Sunday when I was promised I would receive contact yesterday to arrange the delivery if my boots. I have still had no contact.
The only response you get is on trust pilot. However the responses are failed promises. Not to mention inaccurate “excuses”
No one answers the phone, replies to emails, social media messages.
Please do not respond to this trust pilot review to promise a reply. Please reply and send me back my boots which have been with you and paid for months ago.

Well the time taken was too long - from dropping it at HN to getting it back was 6 weeks. When i received the bag i wasn't happy with it as it doesn't appear they've done anything as the bag is just the same as when i sent it - i have emailed and whatsapped without response. I've also rung but the phone line says you're in a queue and then hangs up.

Oh and they've not sent back my dust bag either so all in all a shocking experience and i wont be using again and certainly wouldn't recommend.

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you've said send a DM but I can't see an option on here to do so.

I currently have two bags with you - I have asked for a re-quote of one but there has been a distinct lack of communication for almost three weeks now despite having called over 50 times, emailed, used Whatsapp; I've even gone to the Selfridges concession to try and speak with someone.
It's extremely disconcerting for a customer to have absolutely no communication.

Gave them a pair of Miu Miu Sandals for a quote. That was the easy part as I dropped them off at the concierge desk at Selfridges. Two weeks later they came back with ridiculous amount. I refused the quote but never got my shoes back either.
They do not answer the phone or reply to my chat, email or whatsapp messages. Criminals!
Selfridges: stop working with this joke of a company.