Mephisto Resole

If I could give 0 stars I would. For the cost of these shoes I would expect better customer service– or any customer service for that matter. I sent an order for refurbishment and four months later I still have not received my shoes. They will not return my e-​mails and if you call the 1 – 800 number it just goes to voicemail and they don’t return calls either. THIS IS UNACCEPTABLE MEPHISTO. I understand that this is a «hand crafted shoe» and that it is not something that they can just flip over, but I would at least appreciate some contact and communication. This sadly is the last pair I will buy which is too bad because it is a great shoe otherwise.

5 stars for workmanship, 0 stars (if that were an actual option) for customer service. I’ve sent shoes to Mephisto Resole twice. The first was for a warranty repair (yes, Mephisto actually offers warranty on their shoes). The upper lip of a brand-​new pair of shoes was uneven, and it was cutting into my foot. The shoe was unwearable. After repair, the lip is perfectly smooth and even.
The second set of shoes I sent in were my daily shoes for ~2 yrs. The shoes were badly scuffed and the soles and were completely worn. After being refurbished, the shoes look nearly brand new. The did, however, replace the insole with a thicker version that means the shoe is now less spacious. However, the insole itself is more supportive.
Why the poor rating for customer service? First, you can’t purchase shipping insurance when you mail in your shoes (the UPS person explained the prepackaged mailer makes purchasing insurance impossible). It’s a very odd experience to send off your $ 400 shoes and to simply hope that they arrive safely.
Second, they don’t respond to e-​mails… Ever. I e-​mailed them multiple times to ask for an update on my second pair of shoes (since the «Order Status» link stated that they had no record on my shipment).
I don’t mind that they take 6 – 8 wks to repair a shoe (no offense, but if you can afford to spend $ 300 – 400 on a pair of shoes, you probably have enough money to purchase a second pair of some other, cheaper brand shoe to wear while you wait for the repair).
However, when I’ve paid $ 300 – 400 for the shoes *and* an additional $ 100 for refurbishment, I expect the company to answer e-​mails (not even in a timely fashion, but simply to give a response AT ALL).

Mephisto Resole has exceptional customer service and is always willing to help make some sad looking Mephisto shoes look brand new! If you want a few more years out of your favorite Mephisto shoes I would recommend Mephisto Resole.

SLOW!
Why does it take 8 weeks or more to resole shoes? Makes no sense at all. When you pay the prices they charge, one expects better service than they provide.