Dispute over boot repair ends in stalemate
COMPLAINT: Kristina Karakozova, Fairfax, Va.
"I brought a pair of boots to Sully Shoe Repair in Centreville, Va., for alteration because the boots would not stay over my knees. They said they would remove the stitching on both sides of the elastic, cut the elastic to narrow it according to my thigh size, and sew it back on each side. However, they butchered my boots. They cut through the suede part and overlapped it in a weird shape where each boot looked different. There were threads sticking out and the suede itself was cut jaggedly. The boot was so tight it wouldn't even go over my knee all the way. Although they agreed I didn't have to pay for the alteration, these were $675 boots. I asked them to purchase new boots for me, but they refused."
DESIRED RESOLUTION: "I would like $675 to replace my boots."
COMPANY RESPONSE: Jong Hyuk Kim, president, Sully Shoe Repair
"She asked if we could make the boots tighter. Our first response was that this couldn't be done, but she insisted that we tighten the small elastic portion near the calf. We took the job, but informed her there was no way the boots would maintain their factory shape. The stitch job was neat and professional. We gave her all the warnings when we reluctantly took the job."