I do not write reviews like this lightly, but my experience with JT Leather Crafter was poor enough that I feel obligated to warn others. I paid $80 for Jen to repair the handles on my bag. Within 28 days of receiving it back, the handles were already falling apart and began failing upon first use. Instead of using leather in the correct color, she used the wrong color and painted over it, which is not what one would expect from a professional repair. This was particularly upsetting because she charged me 25-50% more than the prices advertised on her website, citing increased material costs, and then proceeded to take shortcuts and use the wrong materials anyway. The issue was not limited to the quality of the work. The repair also took weeks longer than originally quoted. I was understanding about that delay because Jen said she was dealing with a personal emergency. But when the repair almost immediately began to fail, I requested a refund. She refused. Instead, she initially suggested that I drive the bag back to her home so she could attempt the repair again, which would have required over an hour of driving on my part. Since my husband and I are in the middle of a major move, this made that proposal particularly unreasonable. Only after I objected did she offer to cover shipping. By then, my confidence in her work was gone. I had no desire to send the bag back, and only agreed because I no longer had the time or energy to continue a completely unnecessary debate over an $80 repair that had already failed. What followed was an exhausting exchange in which she remained far more committed to defending her "policy" than to resolving a problem she had created. At one point in her extended messages, when I explained that I wanted a refund because having to go to the post office to send the bag back for another repair attempt would be very difficult, she responded, "I have nothing to do with your situation on moving to a different state." Later, she criticized me for not showing enough sympathy for her personal emergency, even though I had shown her nothing but understanding in my earlier messages. In fact, I had written, "I'm sorry you're dealing with so much right now and I completely understand. Please take care of what you need to, and whenever it's ready I'll come by and pick it up." What became clear is that Jen expects customers to extend grace and make allowances for her personal circumstances, but is unwilling to show the same consideration when someone else is in a difficult situation. During this exhausting back-and-forth, she repeatedly defended her refusal to refund the money, even though the repair had already failed. When I finally told her I was done discussing it, she continued messaging me until I explicitly asked her to stop. The most telling part of this experience was not just the poor workmanship. It was the complete unwillingness to take accountability afterward. Anyone can make a mistake. What matters is how they handle it when their work falls apart. In this case, the answer was excuses and refusal. Small businesses often ask customers to value craftsmanship and personal service. That cuts both ways. If you want people to support a small business, you also have to provide competent work and fair customer service. I did not receive either. The bag finally came back after Jen's second attempt to repair the handles, and, once again, the workmanship is subpar. The color is still wrong, and each handle was supposed to have a double leather strap--something I explicitly told her when I dropped the bag off. Instead, she only added a single leather strap to each handle. I would never use JT Leather Crafter again, and I would strongly encourage anyone considering leather repair in the Denver area to look elsewhere. I would rather pay someone else to redo the repair properly than deal with this business a second time. In summary, Jen's ethical failures are threefold: she accepted payment for a repair she did not actually deliver, she attempted to shield herself behind a policy that does not absolve her of responsibility for defective work, and then she shifted the cost and inconvenience of her own mistake onto me, the customer. read more