Factotum

I was a customer of Factotum for years. I stopped using them a few years ago because they destroyed a pair of shoes. I decided to try them again and I should have stuck with my original position that once they destroy an item never go back. These people are so rude. TheY have no clue of what good customer service is and if you question what was done they yell at you, hang up on you and kick you out of their store. Anyone looking for shoe/handbags/leather repairs stay far away from these people.



I took a evening bag in for a replacement of a hinge and instead of telling me they could not replace the hinge and the repair most likely would not fix the problem they charged me for a repair that gave me nothing different then when I brought the item in. When I questioned what was done because it look like nothing had be fixed the owner yelled at me and did not want his work questioned at all. I explained to him I had been a customer for a long time and felt that I should have been told that what I wanted done could not be done instead of charging me for nothing. The owner's answer to the problem was to, as he put it, break the hinge he fixed and refund my money and he never wanted me as a customer again.



Correct me if I'm wrong but in this economy the small business owner, which I'm also one, should be providing better customer service instead of worse service.



STAY FAR AWAY FROM THIS BUSINESS THEY ARE UNPROFESSIONAL, RUDE, AND A RIP OFF.

Overall: terrible customer service. I was lied to about the services rendered. The owners are inconsiderate and rude. Read on if you want the full story:



I am sad to say, that despite this company’s impeccable reputation, it’s employee(s) and owners (Tom and Danielle) really disappointed me.

I brought my Coach bag into the Mission Viejo Factotum store to have it evaluated for a possible re-dye of the canvas, as the black signature Coach canvas had faded. After explaining my wants and needs for the bag, Factotum’s employee (Bob) told me he could re-dye the bag, but that he could not promise that it would be restored to “factory new.” I told Bob that I didn’t mind, as long as the bag was dyed (I felt that considering its current condition, any dye-job would make it look better).

Factotum had my bag for about a month and a half. When I picked up the bag, the color on the canvas appeared to be a richer black tone. I was thrilled, and thanked Bob for his service.

After only a month, my bag faded again, so I called Factotum to ask about their dye-service guarantee. To my complete shock, the owner (Danielle) angrily responded to my inquiry with, “we don’t dye Coach canvas!” Well, despite Bob’s insistence that he sold me a dye-service (for $125), the owners of Factotum (Tom and Danielle) refuse to remedy the issue in any way. I have not even asked for my money back (which would be reasonable, since I was misled by their rep---who, by his own admission, made a mistake--). It turns out, my bag was only cleaned, not dyed.

The work-order for the bag (that specifies promised services) has conveniently been lost by Tom (co-owner). I have been in contact with Bob, who has apologized for the trouble he has caused me, but as an employee, he lacks the authority to rectify the situation.

I would NOT recommend this company to anyone. My experience was an unfortunate one, but from what I have heard, not uncommon with this company