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Watts was recommended to me to replace the worn out soles of my Wolverine boots. They replaced them with a poorly applied sole that was peeling along the edges and had an incredibly thin tread that had little grip and wore out quickly - which I guess means repeat business but it wont be with Watts.
I used this shoe store for the first time, to have the zipper replaced on one boot of each of 2 different pairs of my favourite boots. On one of the pairs I asked for the brass metallic zipper pull to be matched with the other of the pair. The zipper was replaced but both zipper pulls changed to plain brown. On the other pair, the zipper was replaced but they did not use the same contrasting coloured double stitching that had been there previously, which meant the stitching looks quite different to what's on the other boot. It wasn't that the quality of the workmanship was poor - both zippers were replaced securely and are completely functional. My disappointment with the outcome is related to two things:
1. Lack of attention to detail - matching what was there previously and taking care with the things that matter to the customer i.e. that the brass zipperread more
I have bought my children's shoes here since they were very small but will never return after today's experience. Their stock of children's shoes has dwindled to virtually nothing - so much so that the sales assistant refused to even bother measuring my child's feet, as we had not picked out anything specific to try on and I had mentioned the word 'internet'! It is a missed opportunity for this shoe retailer - there are very few children's shoe shops in Melbourne and someone enterprising could make a killing in this area. Not to mention the good will generated by measuring a child's foot - even if a customer doesn't buy this time because of a limited range, they are more likely to return if they experience a gesture of good will. Instead this shop has lost my long-standing custom.
Just went there today. Staff were very helpful, measured my child's feet (as always), and provided helpful advice on leather care products for my old coat. You must have gone on a bad day!