This falls under the category of "constructive criticism"....Speak to customers with honesty and respect in a polite tone of voice. If I could give this place a negative rating, I would. After returning twice to pick up my shoes, they were still not ready. They only needed stretching and a zipper pull and the "gentleman" had 3 weeks to complete the job. After expressing my displeasure politely, he began yelling a variety of excuses and statements at me, including, but not limited to...it's not his problem if I drove there from China; He didn't want to touch the shoes anyway because they're suede (after expressly telling me stretching suede was no problem); He went home last night (instead of completing the job he promised would be ready 2 weeks earlier); It's not his problem (that I needed the shoes for a wedding); Denied ever seeing me before (despite having seen me three times --once less than 24 hours earlier); and yelled even louder when I calmly requested that he stop yelling at me since I had not once raised my voice to him; and the ultimate was when he called me a B**** twice. Needless to say, I picked up my shoes and walked out the door.