INCOMPLETE SERVICE, POOR CUSTOMER RELATIONS

Date of Visit: December 17, 2024 Location: Canal Walk Shopping Centre, Cape Town, South Africa

Service Requested: Repair of tactical boots (replacement of both zips)

Experience: I visited the Barksole branch at Canal Walk Shopping Centre to have my tactical boots repaired. The issue was with the zip line on the boot, which had torn by the material. I requested that both zips be replaced. The owner, who assisted me at the time (though I did not know he was the owner), assured me that the repairs would be completed by the next day.

– Zak Marais Day of Disappointment When I returned the following day to collect my boots, I was informed that they were not ready and that I should come back after 5:00 PM. This was frustrating as it had not been communicated to me the previous day. I returned on December 31, 2024, to collect my boots, only to find that the zips had not been replaced as requested. Instead, only a repair had been done on one of the boots.

Frustrating Follow-Ups Irritated, I requested a refund since the repairs were not carried out as agreed. The assistant on duty that day, who was different from the previous one, informed me that he had only been instructed to repair one boot. I completed a refund request form and handed it over to the assistant, who said he would inform the owner and that the refund would be processed within three days.

On January 4, 2025, I contacted the store via their WhatsApp number to inquire about the refund. Unsurprisingly, the payment had not been made, and I had to follow up again. Instead of receiving an apology for the poor service, I received no response. It was only the next morning that I finally received my refund.

Recommendation: 1 out of 5 ⭐☆☆☆☆ (1/5) I find this service absolutely unacceptable. For a company like Barksole, which is well-known in Cape Town and presumably across the country, this is not the level of service I expected. Instead of replacing the zips as requested, they only performed a partial repair on one boot. I cannot recommend this business or their services.

Barksole’s reputation in Cape Town does not align with the service I experienced. The lack of clear communication, failure to follow through on repair requests, and poor customer service in handling the refund process left much to be desired. This experience has led me to strongly advise against using their services at Canal Walk for any shoe repair needs. I rate my experience at a dismal 1 out of 5 stars. There are undoubtedly better alternatives for quality and reliable service in the area.

https://zakmarais.co.za/2025/01/05/review-of-barksole-shoe-company-1-out-of-5-%e2%ad%90%e2%98%86%e2%98%86%e2%98%86%e2%98%86-1-5/