Cecil's Shoe Repair 6717 Odana Road, Madison, WI 53719

"Took 4 months to get my boots done when it was only supposed to take a couple weeks. No apologies no discount for the way longer time for repair. Would not recommend at all."

"I’ve taken a couple pieces of luggage here to have the zipper replaced and I was very happy with the time and quality of the work. Definitely going back for some shoe repairs this week actually."

"Had a great first experience as a customer. They repaired a pair of my favorite shoes and the cost was so reasonable that I was happy to tip on top of it. Will be back again."

"Really bad customer service experience with Diane, Cecil's wife. Had a pair of shoes to replace just the bottom part of heel, and a purse with magnetic snap. It took 3 month's and many calls. I went in because phone voice-mail was full. She couldn't find my shoes or purse. And was totally frazzled, because the place is a disorganized mess. Bags of shoes and purses everywear. Finally she found my shoes, but could not find my purse. I said I wanted my money back and she has lost my purse. She say no I just can't find it. I was very upset not yelling, but she opens door for me to leave, and says sometimes life is hard. She calls me to say she found purse and I picked it up. What a horrible experience. Do not go there."

"We heard great things about Cecil's so brought some military boots in to have a zipper replaced. Took a long time and cost almost $50, but I loved my boots, so no problem. Once they were fixed, I wore them once for a couple hours and the zipper broke again (same problem). Sometimes things are just beyond repair, so I wasn't upset. I did want my money back though. My wife brought the boots back to get a refund and was met with a horrible customer service experience. The woman behind the counter accused her of lying, said they were low quality boots (they weren't) that should have never been fixed (then why did they accept the job?), and said she already paid the repair person to fix them and she couldn't afford to give a refund. She even pulled in another walk-in customer to say "do you know what she's saying" and falsely accused my wife. She also had to take multiple breaks to deal with the "stress" of the interaction, which apparently isn't uncommon (see other reviews). I know my wife and I know how she talks to people--not harshly. She ultimately gave us most (but not all) of our money back. Incredibly unprofessional person. I'd like to say their workmanship overcame their poor customer service, but I can't. I don't know what's going on at Cecil's, but it seems to me that they need to get someone else to run the front counter and manage the store. Preferably someone with customer service skills who can handle a little stress."