The Restory Reviews 228

Worst “repair” company ever.
Will quote you one price, which will tripple when you’ve sent your bag to them.
You have to pay for the collection, erm apalling.
Customer service is apalling.
It got to the point with this company I was on the verge of calling the police.
DO NOT USE. THEY ARE A BUNCH OF CHILDISH INSTAGRAM PR WITH ABSOLUTELY NO BACKBONE.

Awful customer service. Didn't hear anything for months, then they sent back with no communication, no repair and no reason given. Have asked for a refund. Avoid them if you can. Abysmal.

I am sick of waiting for my refund you have had since November to deal with this
What is happening?
Do you want me to take this further ???

Avoid like the plague - it is a complete scam. I have been waiting 4 weeks just to get my stuff back (having not received a quote or ANY kind of service). No responses to emails/tweets/linkedin approach to the CEO. I am amazed that their partners haven't dropped them - I am contacting these retailers to let them know that their brands are being associated with such a terrible service.

Do not use The Restory company, I took 2 of my handbags to get them restored, I have an email with the quotation and asking for payment, however I wanted to talk to someone which was impossible for 3 weeks, before going ahead as it was very pricy, I got endless automated emails from them always with the same answer, it was so frustrating that I asked to return my bags ASAP before taking further actions against them, luckily I got them both back. I found out today that the company has gone burst. Thank goodness I didn’t make any payment and followed my intuition.
If you Google The restory there is an article from Vogue about the company going down

Complete con, do not use this company. Charged me £275 to restore a pair of shoes, they sent them back without any repair or treatment. Shoes were in exactly the same condition as when I sent them. They haven’t replied to my emails complaining.
DO NOT USE THIS COMPANY

I sent my very expensive bag to get repaired last week and i did not get any response from the company what so ever. They have cut all there phones of and you are now unable to send emails to them so i decided to do some digging to see why this company is stealing peoples items so i tracked down the owner who apologised and said the company is in administration she then let me know she would sort out a return of my bag however she did not and she has now just been ignoring my calls and texts DO NOT USE THIS COMPANY UNDER ANY CIRCUMSTANCES they are stealing your items which i presume is to sell to pay of the money that they owe . i am very angry they have stolen a bag which ment a lot to me however i would encourage everyone that has had items stolen from this company to report this company to trading standards and ensure that you get your items back at any cost. i would also advise turning up to the warehouse to get your items back as what they have done is unlawful as they have stolen from what it looks like not just me but a lot of people. This company is a SCAM avoid at all costs and once again everyone report this company to trading standards so we can get them shut down to prevent anyone in the future also having there items stolen. i would also advise everyone to contact SELFRIDGES AND HARRODS to let them know what this company is doing as now this will be bringing them a bad reputation as they are working with them. DO NOT STOP UNTIL YOU HAVE YOUR ITEMS BACK !!!!!!! If my items are not returned by the end of this week i will be taking this further and contacting legal solicitors to take action - order name - calvin wusu

Appalling service.

Took my money and my shoes quickly enough. Then sent back a quote for only some of the services I requested. And the comment button on the website doesn’t work so couldn’t ask about the quote there.

After spending a ridiculous amount of time trying to get a response from customer service via the website, email, WhatsApp and Instagram (whilst being continuously chased via automated emails), I had an automated response saying my order had been cancelled. When I then went to arrange a return, the earliest date was in May.

Since had emails from the courier that suggest my shoes will be returned before then. However, I can only conclude that the whole thing is a scam.

What a waste of time. Do not use The Restory!

THIS IS A SCAM- I sent my handbag in a week ago after enquiring online about the services and obtaining a price and paying to post myself via DHL, as yet I have received no confirmation my order has been received. I have tried to contact this company to obtain an update, All email addresses are now coming up as a failure notice and phone numbers invalid, clearly my details have now been blocked as they have my handbag and I have no way of contacting this company. Communication was fine until they received my bag and now nothing. I wish I had seen these reviews before I had sent my item. I am contacting trading standards and the police to have this investigated and get my item back. RESTORY - RETURN MY HANDBAG & DONT BOTHER SENDING A REPLY ON HERE ASKING ME TO EMAIL YOUR CUSTOMER SERVICE TEAM AS YOU HAVE DONE TO PEOPLE BELOW, THIS EMAIL DOESNT EXIST. JUST POST MY ITEM BACK!

I sent two bags into The Restory. I received a quote which was more expensive than expected. I tried to comment to ask a question, but the comments tab does not work, the phone number doesn't work, and I have emailed 3 times to ask for someone to call me and have had no reply. I finally gave up and so started to arrange a return of my products - the earliest date was the 1st May! This is two months away. And I note that when I arranged collection they were able to do this within days! Please can someone from The Restory contact me, or I will report your business to Trading Standards.

I dropped off my items a week ago on 7th with the name Dorothy Huang and didn’t hear anything back. I tried all the ways contacting and I’m so tired and frustrated now. I’m worried about my items so much just hope to get them back now. Can someone just contact me I have zero interest in repairing them anymore.

After hearing great reviews, which I now fear is paid PR, and looking at great brands who have associated themselves with Resotry, E.g. Harrods, Harvey Nichols, and Selfridges. I wanted to give them a try. The only thing I can say is I wish I had looked here first...

I dropped an order off a Selfridges on Jan 5th. Signed the paperwork, as on the surface I was happy with the original SLAs. I took a slight risk as it is a personalised item, but also wanted to test the water with one item before I sent larger, more extensive items to them, which in hindsight, was good judgment.

End to end, the service is said to take 6 weeks, which in honesty seems exaggerated to darn two small holes (if I were to go to a dry cleaner/cobbler it would take a few days), but hey a part of their brand promise is their experience which I feel is baseless and made up now...

Fast forward 7 weeks and I contact The Restory for an update... I did get a reply from customer service, but now I'm left with the impression my item has been lost. The reply was poorly worded and left me confused and concerned. I merely messaged them for an update, and now I have received multiple messages informing me that there is a glitch, and they know I am concerned...

All I am asking for is a date, for when I should receive my item, and after sending multiple emails I can't get this information... I would like to know the next steps and clear expectations set. Currently I am being fobbed off for a nonexistent service so far, which I feel I have paid over the odds for. There may be a glitch on an IT system, but there are other ways to get the information... And if there are not, then there is a huge operational problem and this company should not exist.

Can someone please contact me and tell me where my item is, as mentioned it's personalised and was a gift from a late relative.

And for everyone reading, do not give your money to The Restory. Support your local repair services. They are more than qualified, they just don't come with a slick brand that stands for nothing when you give a poor experience.

Disgusting company,
I am Tailor, they came to us and asked to do alterations for them and when we send them the invoice The lady works for The Restory send us feedback that they are not going to pay us £166 because some of the clothes been damage and they never show us which clothes no prove and she has written her on name in the invoice she redone the Alterations job she is not even tailor, she blocked us in WhatsApp when we ask for our money and no address from them, they steal from even people work for them tailors Cubbler not just from the customer, I don’t know how Harrodss and Selfridges fall in this trap 🪤

Once again, this company has failed to call me as promised. Please contact me today to discuss a refund of the fee I paid for this company to ruin my boots, together with the cost of replacing the boots.

Absolutely terrible service please please do not send your expensive items to The Restory. I dropped off a bag and shoes in November 2022 and have heard nothing since. I have emailed, chat box, insta DM ... no one ever helps or responds. The phone number on their website is also fake. Really trusted this was a good service via Selfridges, but seems they can take valuable items from you and never give them back and there is nothing you can do. The bag in particular has sentimental value and to think I will never have it back again is heartbreaking. You are basically robbed (legally) of your stuff - please don't send your items there!

Update - Head of CS called once to say she would personally sort this but unfortunately never did. Again I would be very cautious to send product here as now I have to look into options on how to make a claim for these products that I will most likely never get back :(

What went wrong this time trustpilot asks? Everything. Terrible terrible customer service. Plus shockingly overpriced for sub-standard work. I only managed to get any interaction on a complaint after contacting the founder via LinkedIn and was then taken ‘seriously’ for a short period to try to resolve my issues. But even then the promised service level fell apart and I never did get the entire refund amount they promised. Don’t believe the marketing hype - Instagram unfavorable comments were deleted and I even had other customers message me in what became a self-help group of despairing customers trying to get contact details of customer service team. Charlatans. A perfect case study in how not to run a customer facing business. Find an independent shoemaker locally instead.

I paid 870 on 8 August 2022. Surname Rooker.
This was to have 6 pairs of shoes/cleaned (wipe over with a damp rag I think) and a pair of laces for JC boots. Still waiting for the owner to contact me
12 Feb 2023 I haven’t had an outcome yet so what is with the email from the Restory asking for a review of their customer service? They really must stop sending these emails until they have dealt with the query satisfactorily!

I received an email from a customer service representative, asking when a good time would be to call. I replied immediately with the phone number and a time to call. I sent a follow-up email but still no response. No one has contacted me or replied to my email since. Please can someone call me? Because the bag did not have any grey dots on it which it does now. Happy to share before and after pictures. The sales assistant at Selfrdiges even agreed with me. The services that I wanted was to clean the bag not to make it worse. One of the services you offered was for color restoration which I declined as my bag did not need it and I wasn’t going to pay £945 for it. It is a Chanel bag which would hold its value if not appreciate on re-selling. Unfortunately I cannot use the bag or re-sell it. Please can you issue me a refund immediately.

They will not answer emails and when they do they're vague with their responses. They have had my sweater for over a month and a half.

What has happened to The Restory? Really unsatisfactory experience - sent brand new, beautiful heels away for stretching before Christmas. Arrived back today, apparently not even a little bigger and with no comms in packaging. Honestly no evidence of work having been carried at all. Plus, as so many other reviewers have noted, non-existent customer service throughout.

Companies House records suggest ownership and executive changes at The Restory. Not much significant social media since mid 2022. Whatever’s happened has clearly not been for the better and I wish I’d checked out TrustPilot before sending my shoes away.