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March 2024 by H4Food
If I could give them ZERO STARS, I would! They don’t even deserve 1 star.October 2022, I dropped off, approximately, 9 sneakers. I was told I couldn’t just get them painted or glued, although I just picked my shoes up from being cleaned, I would be charged for the entire process. No worries! Prior to April 2023, I picked up my sneakers and at least 1 of the soles began coming off. April 2023, I made my “final” pickup & shortly after, I called and left a message. Had they acknowledged my message, they would’ve known the soles on more sneakers began falling completely off during my first wear following pickup. Today, I still haven’t received a call back. I followed up, because I planned to use their services on a pair of shoes until I realized they never returned my previous call.I called, again, 2/8/24 and spoke with a lady who relayed my info to the manager, who was to call back after a client. Three hours later, I followed up and received no answer. Instead, I immediately received a text stating “we sent a message requesting that you state the problem that needs to be addressed. For more timely response, text is the better option. Currently, we are short staffed and answering phone calls cannot always be made in a time that matches your urgency.” Since when do businesses, especially a manager, blatantly not answer or return calls? & the fact that she answered and told me he will call back, and didn’t, is even worse. Instead of them answering or calling back, they continued to avoid my calls while texting. They unnecessarily made a minor issue major, without even knowing the issue at hand. Feels like a slap in the face from a business I recommended and trusted following my initial visit.“Per company policy, any edits to service or discrepancies are to be addressed within 3 weeks of you receiving your item.” which is impossible when the company doesn’t answer or return calls. The outcome of my sneakers were POOR! I paid for the complete service & sneakers that needed glue, look as if they never been glued. Sneakers that needed painting, terrible paint job. Soles separating during the FIRST wear. Fabric repair job was HORRIBLE, leaving me to wish I never got it repaired to begin with and that sole began to separate on top of it all.I typically don’t leave reviews, but after this experience? I wish a review would’ve saved me from paying for a nightmare. I didn’t even leave a review for the business who initially cleaned my sneakers, and that experience was just as bad. However, customer service is important & Santana’s customer service is the reason I’m here. They’re too busy to call, but not too busy to repeatedly text. Understood. I rather take my support somewhere it’s appreciated and where good customer service is practiced.
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February 2024 by linda long
I had them fixed after another shie cobbler messed them up. Santana's made my shoes look brand new. Worth the price I paid.
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February 2024 by Justin Patton
I've used Santana Leather Care twice now, and received a great customer experience both times. They provide great communication, and the product quality is top-notch.
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February 2024 by Angela P
I’d give a 0 if I could! This had been a terrible experience for me! I’m constantly being told an extended time frame to pick up my stuff after being told it’s ready and then they tell me they need weeks more to complete it! I’ve had a bag there waiting since beginning of November and told every week next week! As soon as my stuff is back NEVER using this place again! Highly Wouldn’t recommend !!!!
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January 2024 by Peter Zimmerman
Santana is run extremely well, they do incredible work and are the best. Their customer service is wonderful and knowledgeable. They have fixed shoes, purses and even restyled a bag of my wife’s. The restored her Grandmother’s Gucci bag and we would trust no one but them. If we are not happy with any, they handle the concern right away.Atlanta is lucky to have Santana.
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January 2024 by Phil Armijo
Amazing gentleman in here!
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January 2024 by Sarah Herzig
On July 5, 2023 I dropped off two high end wallets to be repaired at Santana Leather. I was told it could take up 4 weeks for the repairs. I agreed with that timeline and paid the $369 price for the repairs. I never like paying for something before I can see it, but I was told I had to pay in advance - not a good deal for the consumer ... this business yes, but not the consumer! Over the next several months I called a few times to inquire about the repairs and twice asked to speak with a manager, but no one ever called me. On November 9, 2023 I was able to pick up my two wallets. I asked to speak with a manager but there was no one to speak with. I asked for a refund because I paid $369 in July for the repair and it took about 4 months, not the 'up to 4 weeks' I was told. I ended up needing to purchase a new wallet because those were my wallets and 1, 2, 3, 4 months is a long time to go without a wallet. I spoke to the person at the register and he put in a escalation ticket for me. I saw the escalation ticket in a email on November 9, 2023 and was told it would take 2-4 weeks for someone to get back to me. We are beginning week 5 and no one has gotten back to me.Hopefully this will get resolved and I can change this review ... but for now I am unhappy and would not recommend this business to anyone.
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December 2023 by Sarah H.
I have had several high end wallets repaired at Santana Leather and have had a bad experience. I dropped off the two wallets on July 5, 2023 and was told it could take up 4 weeks for the repairs. I agreed with that and paid the hefty price for the repairs. Over the next several months I called a few times to inquire about the repairs and twice asked to speak with a manager, but no one ever called me. On November 9, 2023 I was able to pick up my two wallets. I asked to speak with a manager but there was no one to speak with. I asked for a refund because I paid $369 in July for the repair and it took about 4 months, not the up to 4 weeks I was told. I ended up spending money on a new wallet because those were my wallets and 1, 2, 3, 4 months is a long time to go without a wallet. I spoke to the person at the register and he put in a escalation ticket for me. I saw the escalation ticket in a email on November 9, 2023 and was told it would take 2-4 weeks for someone to get back to me. We are beginning week 5 and no one has gotten back to me. Hopefully this will get resolved and I can change this review ... but for now I am unhappy and would not recommend this business to anyone.
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July 2023 by Erin Boehme
ZERO STARS IF I COULDI will preface my review by saying this is the first negative review I’ve ever written and I am so compelled because of the horrible treatment I’ve received. I am not only out for the repair, but they left my shoes in worse condition than they were.There is ZERO communication, consideration, or care for their customers. I left my shoes with them in July of last year, was given a 2 month estimation, and after not hearing from them for 4 months I went in. My shoes were still in repair. Kyle promised a refund for the long wait…I did not get a call when they were ready, I had to reach out. When I picked them up, the repair was a poor job, Javier ensured a refund by check in the mail was on its way in 6 weeks…I wear my shoes twice and the heel separated from the sole! They did not put it back together properly!! So now not only was a poor repair job done with no refund, they are broken!After no communication about a refund I call. Porsche lets me know my case needs to be reviewed for refund. I ask how can this be, I’d been promised by two people. I request to speak with the owner for a resolution. The owner NEVER called me. After a case like mine had been ongoing for nearly a year!I then received an email from customer service that I would not be given a refund. I’m at a loss for words. I tried to be so understanding and cooperative… I was so nice about the whole thing. I know you get more with honey than vinegar. I really wanted to give them the benefit of the doubt.But no… I was treated like complete sh**. Like I didn’t matter. My money didn’t matter. My shoes didn’t matter. Unacceptable and despicable. If you’re reading this Raphael, you don’t deserve to own a business.
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July 2023 by Alex
I personally loved their customer service and follow through with quality versus just getting the job done. I have been a returning customer following them with different locations.
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May 2023 by Helen Casey
Fantastic work. On the expensive side BUT worth it. Takes 3-4 weeks so I took they’re super busy from that timeframe, and good at what they do!
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May 2023 by Heather Barclay
Buyer beware!!! I left 3 pairs of extremely expensive shoes with them, 2 pairs were Chanel. I has to go away for a few months for work and when I returned they said they had disposed of the shoes (the be precise they initially said they had taken them apart to use the parts on other shoes??). When I stated that made absolutely no sense, they said they couldnt afford the storage space for them.. they are shoes?? I felt absolutely sick at the fact that my precious shoes were just gone, when I had entrusted them with these people and they hadn’t even had a conversation with me about it. Very, very unscrupulous business.
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February 2023 by dion kevin
Over priced and mediocre on the repairs. The shoes are not repaired there. It's a glorified drop off center. They bundle up the shoes and send them to a place in north Carolina. There's a guy in Lennox mall that's onsite repair much better workmanship
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December 2022 by Chad V.
Came in to have an extra hole punched into one of my designer belts. Awesome customer service. Friendly, fast and would highly recommend them!
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November 2022 by Liddy Strickland
I have always recommended Santana to anyone that needed any sort of leather or shoe repair until now.They were unable to repair an expensive pair of shoes and then disposed of them without any notice. Prior to this incident I had received no updates from them about the shoes and had to reach out multiple times to be informed they were unable to be repaired. When I went to pick them up I was told they had been disposed of as it was past their holding threshold. I understand I was in delayed in pickup; however, I received no notice and that there was nothing they could do. A total loss. Extremely disappointing as I will not be able to replace them.
