Extremely disappointing experience
Extremely disappointing experience – poor workmanship, excessive delays and unacceptable customer service.
I would strongly caution anyone considering The Cobbler in the UAE, particularly for expensive shoes, custom orthotics or specialist work.
What was originally supposed to take approximately 10 days extended to nearly two months, despite the company being aware that I was leaving the UAE. The delays meant I was unable to collect my shoes before departing.
Worse still, the company disposed of my original insoles without my knowledge or authorisation. Rather than acknowledging this and offering reimbursement, they have subsequently claimed that I agreed no refund would be provided. This is simply untrue. My initial willingness to compromise was a gesture of goodwill, not permission to dispose of my property or an agreement to waive reimbursement.
Despite repeated complaints and formal escalations, the company has failed to meaningfully address the workmanship concerns, the custom orthotics or the unauthorised disposal of my insoles.
Their latest response effectively tells me to return to the UAE to collect my shoes, despite my having explained that I am unlikely to return. They have also threatened to move my shoes to off-site storage within 24 hours while continuing to refuse any refund.
What is particularly frustrating is the complete absence of accountability. Rather than addressing the original failures, customer service repeatedly focuses on delivery arrangements and attempts to place responsibility on the customer.
I initially tried to be understanding and cooperative, but that goodwill has achieved nothing.
For a business positioning itself as a premium specialist, I expected considerably better workmanship, communication, professionalism and respect for customers’ property.
Nearly two months of delays, unresolved workmanship issues, original insoles disposed of without permission, and no meaningful resolution.
Based on my experience, I cannot recommend The Cobbler. I would advise prospective customers to obtain written commitments regarding completion dates, workmanship, handling of their property and refund arrangements before entrusting this business with anything valuable.