[4.18.16] UPDATE!!! THREE STARS FOR EFFORT! After emailing the business and writing this review, I was contacted by the owner/manager. She apologized, gave me a reason why the repair didn't work and offered to repair the shoes again at no charge. I declined the offer because the shoes got ruined and I'm not going to wear them anymore. Then she called me and offered the free repair, and to reimbursed me the $20. I declined again. But my super amazing boyfriend overheard the conversation and decided to surprise me. He took the shoes back to be glue and get the money back!! :) Unfortunately, she couldn't fix the shoes because of the material. Which is something they could've told me at first, and we could've avoided all this mess. However, I appreciated she took the time to contacted me and to fix the issue. So Three stars for effort! [4.1.16] MINUS FREAKING FIVE STARTS!!!! I brought in my shoes to get the soles glue. I picked them up last Friday (3.25.16) I wore them for the first time,today. And three hours later the soles coming unglued!!!! I haven't even walk more than 20 feet!!!! I also had to clean them up before wearing them, because there was glue all over the top. They charged $20 for "GLUING THE SOLES" and I paid gladly. But The quality of work, or better the lack of, isn't worth $20. This place SUCKS. Their work SUCKS. The people working there SUCK too. And they robbed me, simple as that. read more

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This place is a total ripoff. I took in a suitcase. He repaired the handle (did not replace) and still charged $40. I only paid $100 for the suitcase brand new. I would have never paid that if I knew. Beware of bringing items here!! read more

I'm really disappointed. This shop is a family run shop and has been in the area for MANY years. Quality Of there work has gone down hill. Had heal taps replaced on two shoes - one pair was worn only ONCE - leather was in Excellent condition when I bought them in - totally not when they gave them back to me. I was NOT happy. Not only Did they charge $20 a pair for the taps, but my one pair went in in great condition and came back to me in another. The small Store is PACKED with stuff everywhere --- hope your item doesn't get lost if you decide to use them. Wish I had read some of the other reviews before trying them again - even though there aren't that many. read more

10/22/14 Currently the same experience as Fred F. United Airlines broke the wheel on my luggage and had me send it here. They've had my luggage for a week and keep saying that the technician isn't there and that they'll call me back which they don't. I just called again and they claimed they don't see my luggage there and that the technician isn't there and will call me back. I had to point out that they already gave me that story last time and did not call back. I had to get rude and mention that I intended to call every hour each day until I got some answers, then they miraculously found my luggage and said it would need to be replaced. That it can't be repaired. I'm guessing they knew this when they first received my luggage. Again they claim they'll call me back. I'll update when I get resolution on this matter. 10/29/14 The technician did call me back and then offered a handful of replacement options. Received a luggage replacement and am happy with it (about the same size and same quality). So I've upgraded my review from 1 star to 3 stars. Kept 2 stars off for the initial run around, delay, and hassle. read more

Worthless when it comes to customer service for luggage repair. This is one of two authorized Swiss Army luggage repair shops in Sterling. Luggage left for two weeks. to repair wheels and a "add a strap" luggage strap that was ripped off by the the airlines during international travel. After repeated calls to get the status of reparirs since I heard nothing from them, they kept telling me they ordered the parts from Swiss Army but they hadn't arrived yet. Each time when I asked if they woulld contact Swiss Army to get the status of the repair parts they agreed to call back with an update. In 3 times, it never happened. I called Swiss Army customer service directly and they shipped the wheels to my house. Said the strap was no longer available. After 2 weeks I went back to Sterling and picked up the bag. They said the part had been ordered but just hadn't been received yet. When I asked who they spoke to they said Swiss Army Customer Service. I informed them that after speaking to SA Customer Service directly (Crissy P) they informed me the part is no longer avaialble. So....who's telling a story??? Don't waste your time here! Go somewhere else. read more

Worst customer services experience for luggage repair. I agreed other negative feedbacks here. The lady is very unkind.

DO NOT BRING YOUR SHOES HERE!!! I brought my snakeskin sandals in for repair of the strap, along with another pair of women's shoes. Only the 2nd pair was ready when I was told they would be, so I waited to get the call on the repair of the snakeskin sandals. Never came. I admit I forgot about them for a while, but when I went in to pick them up at first they were unable to find them, and then once discovered shoved in the back of the storeroom, the snakeskin was shredding all over the shoes. They destroyed them and then said it wasn't their fault. I actually had them trash the shoes right there, as they were unwearable. I stupidly then brought in my husband's boots to be resoled and heeled. I paid $65 for this. After only a few wearings the heels started to lift off. I had since started bringing all my shoe repairs to Countryside Shoe & Leather Repair (who I highly recommend, by the way). I brought the boots to Countryside (thinking that they had done the repair), and they immediately told me that that was not their work. They could tell and show me specifically how poor a job Sterling Shoe & Luggage had done, from the stitching to the sloppy workmanship. Interestingly, Countryside told me that they often have customers bring them items that Sterling had completely messed up. And they are related (brother-in-law or something), so it's not about trashing the competition. In addition, their customer service is absolutely pathetic. They treat you like they are doing you a favor, and everything there is in disarray. Seriously, save yourself the hassle and the headache, and avoid this place. read more

I took two pair of Allen Edmonds shoes there to be resoled. The leather was somewhat damaged, but the shoes came back sticky and discolored, with black smudges all over the upper. The new soles were, it appears, hand sewn onto the upper with an irregular and ragged stitch that is visible from the top, and the upper on the welt was broken or cut in three places on each shoe. In all, $50 per shoe to replace a half sole and heel and they completely ruined two $325 pairs of shoes. When asked, I was told this was the best to expect considering the state of the shoes previously. There were stitches that zigzagged back and forth, though. This was not a professional job. If these were work boots, it would be fine, but these are fine dress shoes and now they look like they were sewn together by an elementary school student in art class. Thanks a bunch. read more

Outstanding!!!! I came to them with a very specialized issue and they were able to exceed my request promptly and accurately. I cannot thank them enough! They listened to my needs and gave input and together we came up with a solution that I could not be happier with! Personal service with outstanding results!! read more