The Restory Reviews 228

I sent my shoes that were in pretty good condition (worn but not damaged by an means). The quote to get very simple items fixed was £500! How they arrived at that figure is actually mind boggling - that costs over three times the original price of the shoes. Of course I declined the estimate. In short, this company is successful in terms of the media buzz and influencers it pays to promote it but in reality it’s clearly overpriced and overhyped. Will absolutely not recommend to anyone.

I really wish i have checked the review before sending my sneakers, absolutely ridiculous DO NOT TRUST this site at all. I have sent many emails and all i get is automatic reply.

I received a quote which was ridiculously high, I attempted to find out what the quote was for as they didn’t specify if it was for the pullers to be recreated or reattached .
I then rejected the quote as it was taking weeks for a response i then received my bag back … took it to a vintage and designer bag repair store on the same day which has 50 years in the industry paid for it in full which was only £170 pound including repainting the handles like I requested even though restory insisted on new handles …. Which was £700 for new handles £298 to recreate zip pullers and £90 for deep cleaning … I had explained numerous times ..I want my bag to keep all the original parts …as it will devalue my limited edition pvc dior bowling bag then restory responded weeks later that they couldn’t even reattach my zip pullers so I’m glad I cancelled my quote before a response as it was a complete waste of time. I won’t be using restory ever again in the future and I have alot of vintage bags that would need repairing in the near future.

I had a collection booked which no one showed up to collect my shoes, emailed and what’s app no reply... blessing in disguise because once I checked the reviews on here I’m glad they didn’t turn up. I got my Money back through PayPal

After over two months, I should be clear, they were very upfront about the wait, which was no issue, my Tom Ford bag was delivered back to me yesterday via DHL. The bag is as good as new, very happy. It is important to chat to them before going ahead and to be clear as to what you are agreeing to. The workmanship is excellent.

Boy did I wish I read this thread before I sent my purse off for a general clean.

I saw one of my fave youtubers recommending this service and thought brilliant, I’ll send my favourite purse off for a clean.

Sent off no problem, successfully arrived at Restory HQ With photo evidence. Great.

I paid £65 on November 10th then .. no confirmation page loads. No confirmation email .. I send an email to ask for confirmation. Nothing.

November 29th - I write another follow up email. Nothing.

Today, December 13th - I call, put on hold for 4 minutes, then told no one is there to answer. Then I notice this thread here on trustpilot …. Dear oh dear. I WhatsApp them about lunch time, email them and DM them on Instagram asking to call me by the close of business to sort this matter. Of course, nothing.

Vanessa, I have already emailed with TRUSTPILOT in the subject line. I took that advice that you have written countless times to other bad reviews. Please, don’t respond asking me to do that. I have explained the sentimental value of this item to you via email and am praying it hasn’t disappeared.

Please, please, please have the decency to respond to me and every other customer needing answers for their loved items that they have paid a premium to have restored. 🙏🏻

UPDATE: Within 24 hours, I had a DM from the founder explaining it hadn’t been done yet and do I want my money back. Hours later, I receive an email saying it’s been completed and being returned to me asap… just a shame it has to get this ugly to get things moving. 🙏🏻

This is a joke! It has been 3 weeks since I paid for my shoes repair and since then I got absolutely zero response. I have tried to contact them via WhatsApp, chats, customer service number, emails…. I got NO answer at all. This is a joke service considering how expensive their services are. Where are my shoes? When should I expect them back??????

Tried to get a quote to fix a stain on a bag. Had to email as they ignored instagram. They sent a cover email attaching my quote telling me it was valid for 10 days. When i opened it the quote there was no quote - it just said they could not do the work, and furthermore got the details of the material of the bag wrong so I am left unsure if they really can’t or not. Worst customer service.

Non-existent customer service! I had to send about 3 whatsapp messages, four IG DM's and several emails to get one response.

I then received a quote to add a missing loop in my YSL bag (YSL quoted 90EUR but i'd have to send the bag to Italy...the Restory quoted 380GBP !) Outrageously bad. What kind of profit margin is that?

Finally Refund £10 received. The end lol, never again.

Thank you 🙏

I received Restory’s quote (ref 25625) on the 23 Nov and I had a question about it. Since the 24 Nov, I've attempted to contact their customer support multiple times, almost every day using all their contact methods. However, the Live Chat functionality isn’t actually ‘live’, the phone number automatically dropped my call after a few mins wait and I can’t leave a voice message, my WhatsApp messages are left unread, and no one responds to my emails.

To date no one has contacted me or replied, and every time I contact their customer support, I get an automated email confirming they received my query and thanking me for getting in touch. I continue to get automated emails and SMS reminding me to approve their quote.

I am unhappy and frustrated with their lack of customer service and lack of concern for me as a returning customer.

It's unacceptable that myself and everyone else on here is unable to speak to anyone or get a response from the company regarding their high value items.

I booked the service 2 weeks ago and still no idea when my shoes will be ready or if I'll ever get them back...

Been trying to contact them with no luck. I do think they actually care about customer service. Weirdly I tried calling one of colleagues and strangely I got connected to Euro leathers a leather wholesaler in the U.K. not really sure why that number was provided. Makes me a bit nervous to use their service considering you are sending quite expensive items. Tried to cancel my collection but couldn’t because they don’t answer their emails/WhatsApp/calls. I would like my DHL collection refund thanks!

AVOID at all cost!!!! The worse service I have ever used!!!!
You can never get through, they take your expensive items and then do not respond to your queries.
My item was due to be delivered today at 9am and it has not arrived! I need my bag back ASAP!!!
The quotes they give are ridiculously high. My experience with Restory has been the worse I have ever experienced with any company.
I have called, whatsapped, emailed, posted on Instagram but not response.
It is very upsetting and causing me distress.

Not a great experience with the customer service, they take ages to get back to you which is frustrating but I have just received my bags back and they are incredible. They look brand new!

EDIT:

I must say the quality of their work (in my case) was actually really good, so if you are not in a rush, worth testing it out with 1 or 2 items.

You are much better off dealing with them in person or simply be prepared for a response by e-mail no sooner than ~7-10 days from the time you reach out. Don't expect an answer by phone/WhatsApp.

I finally got a response after dropping by Harrods where somebody was kind enough to keep following up on by behalf.

Would strongly suggest they hire someone to help out with calls/Whatsapp/e-mails.


Original post:
Dropped off 3 items and for over a week I have received NO quote or ANY sort of update.
They confirmed receiving my things a week ago and then….radio silence.
Tried e-mail, WhatsApp, phone - but basically seems to be ignoring all communication.
I get a ‘few days’ delay but after a week…I’m expecting at least a quote?

Was not expecting this kind of stressful experience.

I have been trying to get a reply to my 15 emails- 8 of which have been sent to Vanessa the founder as requested in my below trust pilot review. Still no response for a month now about my beautiful boots that I can no longer wear.
I have spoken to citizens advice as I have had ZERO response for the restory. Truly shocking and I am going to have to take legal action.
The response of emailing venessa the founder does nothing!!!!
I am so upset and stressed about this whole situation

Disgusted with customer service, have items left with them and have been ignored for the past 3 weeks I just want my items back i don’t even want them repairing anymore the service is enough to make me not want to return. Tried calling 7 tiems whatsapped 4 times and emailed 6 time disgusted dosent cut it!

Worst customer service I have ever experienced!!!! Looking back, all the warning signs were there right from the beginning. When arranged for the collection item wasn't collected. And as I didn't have the costumer number and reference numbet for the booking, I was unable to contact the courier to reschedule collection. Had to contact The Restory multiple times by WhatsApp and email (impossible to reach them over the phone) for them to rearrange the
collection. Which again wasn't collected. Only on third attempt it was collected. Now after making the payment (and stupidly wanting to add another service) have been trying to reach them by chat, WhatsApp, phone, email, social media. ... you name it - I tried it. No response. At. All. Nothing. In the meantime they seems to post on social media so know the company didn't bankrupt or anything, but for the life of me can't seem to speak to any actual person from the company. Very very disappointed 😞

I sent my wedding shoes here almost 2 months and ago and paid £300 to get them dyed. Since then I cannot get hold of anyone (tried phone, email, WhatsApp and Instagram). This is honestly the worst customer service experience EVER. Not only have I paid £300 but you also have my shoes worth close to £1000.

Avoid this company at all costs!!