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By jbrown2
From Bend, Oregon
Sep 18, 2012
Rock And Resole = worst customer service EVER. I just called them. I sent a few pairs to get resoled a bit ago. First they didn't even follow directions two pairs of our downturned Miuras came back FLAT as a board. Second, and this one just came up, they replaced a rand on one shoe of a pair and not the other. I have probably gotten 15 days on the shoes and the one with the replaced rand looks good but the other is blown through. I dont know why they would not make them equal. I just called to see if they would help me out to fix my shoe and they guy i talked to said i would have to pay for another resole. 2 resoles in a month? No thanks. So . . . Rock and Resole thanks for costing me 100 useless bucks. Back to Yosemite Bum I go. They are fast, nice and do and AMAZING job with AMAZING . . . wait for it. . . wait for it . . . Customer Service.

So with every complaint there should be a solution. It is minimal cost to them to JUST FIX THE PROBLEM. A little rubber a little labor and this letter would say how awesome they were instead of how crappy they are. Just to let you know.

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By Dankasaurus
From Lyons, CO
Sep 18, 2012
Look man, haters gon' hate, know what I'm sayin'?


Now, lock this bitch...admins?


PS - Cobblers gon' cobble

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By jbrown2
From Bend, Oregon
Sep 18, 2012
Just to not be labled a hater this is the letter i sent to Yosemite bum.

I just wanted to say thank you. I have sent probably 20 pairs of shoes to you all though the years and every time i get them back i am so impressed with the craftsmanship and attention to detail and customer service. I was thrilled when you contacted me to find out if i wanted my shoes down turned, i was amazed that you dont skimp on rubber and i was so happy then my shoes came back in such a short amount of time.

Unfortunately i tried to use Rock and Resole last month because they had La Sportiva rubber. The shoes came back half assed and not even resoled how i wanted. The rubber was not as good as yours and I blew through one of my shoes in 15 days thanks to them ignoring a rand of one shoe. So now i have a blown out brand new resole. Anyway enough of the bashing.

Thank you and the staff at Yosemite Bum for your outstanding workmanship and CUSTOMER SERVICE. I appreciate the work you all do and will be returning as a very loyal customer. My wife will like me better because i will not be grumpy about my shoes too.

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By Marc H
From Lafayette, CO
Sep 18, 2012
The Cathedral Spires in RMNP, left to right: Stiletto, Sharkstooth, Forbidden Tower, Petit Grepon, The Saber, The Foil, The Moon & The Jackknife.
Do you have Rock & Resole's phone number?

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By LML
Sep 18, 2012
Making Sauce...
I do not normally respond to this sort of drivel. However, I have been very satisfied by dozens of resoles in the last 7 years by Rock & Resole and feel inclined to give my two cents.

I might be missing a detail about resoles, but I don't think a shoe is ever returned exactly the way it was when it was new (including the same downturn). I also don't think that Yosemite Bum's Vibram X, or Stealth C4 is different than the Vibram XS or Stealth C4 that R&R uses (as implied in your letter). If I am wrong about these two assumptions, I might have to consider a different re-soler.

The shop seems to get plenty of business, but I don't imagine they can afford to repair shoes for free.

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By Ryan-Nelson
From Fort Collins, CO
Sep 18, 2012
NCCC
Marc H wrote:
Do you have Rock & Resole's phone number?


HAHA

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By Tom T
Sep 18, 2012
You kind of sound like a princess (if you haven't, you must search for the Rock and Resole phone number thread, you'll get the joke then).

I've had at least a dozen great re-soles from R&R and 0 bad. Every time they remind me, "that work is guaranteed." Not sure what that means...seems like they don't care about mail-in orders/customers so you're probably better served going to where you had the AMAZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZING resole.


Servicing customers has to be about the most thankless job in the world. I try to remember that when I ask some dude making $X/hr in a shoe shop (or gear store, or auto-repair, or cable company, or cell phone store) to help me out. They often have the ability to hook people up and choose not to b/c of an entitled, arrogant attitude.

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By Princess Mia
From Vail
Sep 18, 2012
Chillin' at City of Rocks
The phone number is.......... Naw that is a different thread........


R&R is the center if the universe!!!!!!!!! They have always treated me right. I will not go elsewhere. I'm sorry you had a bad experience.

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By Jeff Thomas
Sep 18, 2012
Should've sent them to Locker.

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By Josh.Wood
From New York City
Sep 18, 2012
In case anyone wants to contact Rock and Resole but doesn't know how, here's their phone number: mountainproject.com/v/phone-nu...

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By Old and Busted
From Centennial, CO
Sep 18, 2012
Stabby
Jeff Thomas wrote:
Should've sent them to Locker.

I've heard him bitch about having too much work so lets not spill the beans any more than whats already out.

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By Steve Williams
From Denver, CO
Sep 18, 2012
Positive Resoles dot com. . .

Locker's the BEST!!!!!

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By timt
From Wheat Ridge, CO
Sep 18, 2012
on lead, Mean Green Cody,WY
Steve Williams wrote:
Positive Resoles dot com. . . Locker's the BEST!!!!!


what he said.

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By scottso
From St. George, Utah
Sep 19, 2012
Yeah I sent in 3 pairs to R&R this spring. The miuars came back with NO edge what so ever. My 5.10 Anaz came back without getting the toe boxes fixed and I checked do all repairs. With in a month they were blown out and I was slipping off everything because of no edge either. And the 3rd pair I haven't even cared to use. From now on I think I'm just going to buy new shoes.

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By Alex McIntyre
From Tucson, AZ
Sep 19, 2012
I've only had one resole done by Rock and Resole, and it was marvelous. I have a second pair being resoled right now, and I have 100% faith that they will turn out wonderfully.

They aren't going to make a custom last for you so you can have your pretty downturn, either; that would be outrageously expensive and terribly inefficient. Every aggressive pair of shoes I've owned (exception being the 5.10 Teams) has lost the visual downturn after a few weeks of use, but they continue to function as advertised.

Finally, them not offering to do free work for someone who clearly has gone into the situation with an extremely negative, entitled attitude from the get-go is not "poor customer service". For all we know, they could have replaced the rand (or it could have been perfectly fine when sent out) and you just decided to rub your toe up and down the rock. Quit whining and if you don't like them, don't use them. They are a great service for most everyone else.

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By Jeff J
From Bozeman
Sep 19, 2012
jbrown2 wrote:
Rock And Resole = worst customer service EVER. I just called them. I sent a few pairs to get resoled a bit ago. First they didn't even follow directions two pairs of our downturned Miuras came back FLAT as a board. Second, and this one just came up, they replaced a rand on one shoe of a pair and not the other. I have probably gotten 15 days on the shoes and the one with the replaced rand looks good but the other is blown through. I dont know why they would not make them equal. I just called to see if they would help me out to fix my shoe and they guy i talked to said i would have to pay for another resole. 2 resoles in a month? No thanks. So . . . Rock and Resole thanks for costing me 100 useless bucks. Back to Yosemite Bum I go. They are fast, nice and do and AMAZING job with AMAZING . . . wait for it. . . wait for it . . . Customer Service. So with every complaint there should be a solution. It is minimal cost to them to JUST FIX THE PROBLEM. A little rubber a little labor and this letter would say how awesome they were instead of how crappy they are. Just to let you know.


Acctually its just you they dont like. I have had 9 or 10 resoles by R&R and every one on them came back reasonably priced and no erreor in craftmanship, the edges were sharp and no delaminations issues later. Two of my resole were on the same pair of murias two years appart. So I cant fault R&R based on your experience.

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By Colonel Mustard
From Reno, NV
Sep 19, 2012
Colonel Mustard
I've probably had 4-6 high quality resoles with a fast turnaround time from R&R. Plus, I love sportiva rubber. Bad service sounds like an anomaly?

To the OP: I'm not saying what happened to you didn't occur but that a tone that appears to be of the foaming at the mouth variety doesn't make you look reasonable or help your credibility in a case we can only judge by words. Pics?

edit:

Also, I agree that Yosemite Bum is a great resole and excellent customer service. They just didn't have the rubber I wanted.

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By Eric Robertson
Sep 19, 2012
Agree with the OP. Went once. They destroyed my technos then told me it was my fault because I wear the wrong size shoe. Funny because I don't recall them measuring my foot. Worst customer service I've encountered in years. Back to Yosemite Bum for me.

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By Scott McMahon
From Boulder, CO
Sep 19, 2012
Bocan
I wasn't overly impressed with R&R. I don't expect my shoes to come back anywear near new, but they fell apart and delaminated pretty quickly. I had them change out my velcro straps as well and they are worse than the ones I replaced. Will I go back again? Since they are 2 minutes from my house I probably will. The service wasn't terrible, but we'll see how it goes next time as far as quality of work is concerned.

That being said turnaround time was fast and they were nice. I think dealing in mediums like shoes and rubber you're bound to get alot of variations.

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By Sam Stephens
Sep 19, 2012
Top half of Melifluous
Miuras don't typically hold a down turn after a resole, and I wasn't really aware they were down turned anyway? My Katanas just came back from them looking marvelous as did my girlfriends Katanas and Sirens. My bump for a good company.

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By Nick Stayner
From Billings, MT
Sep 19, 2012
Nick Stayner near the crux. Ryan Minton photo.
+1 for R&R. I've used them probably a dozen times over the last 5 years and they do excellent, timely work.

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By Peter Stokes
From Them Thar Hills
Sep 19, 2012
Wall Street, Moab, UT
Sorry to hear about that... my experience with R&R has been pretty good over the years. No shoe is perfect after a resole, but so far I haven't had a reason to look elsewhere.

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By Zach Kling
From Indianapolis, Indiana
Sep 19, 2012
Winter bouldering gets cold.
Rock and Resole always does a great job for me. And I've always gotten...wait for it....wait for it...Amazing Customer Service!

They just resoled my Anasazis and Boosters along with my GF's Katana's. Excellent work as always. The Boosters are still downturned, the Anasazis feel damn near brand new after their 3rd resole from R&R, and her Katanas look and perform like new after a resole and rand repair.

It sucks the OP had a bad experience, but I will continue to send my shoes there and recommend them to anyone who asks where to get a good resole.

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By Sir Wanksalot
From County Jail
Sep 19, 2012
jbrown2 wrote:
Rock And Resole = worst customer service EVER. ...


Maybe they didn't like the cut of your jib. Were you acting like an ass on the phone? People in Boulder are very sensitive to negative vibes which in turn causes minor freak outs until all can be balanced with medical marijuana, espresso drinks and fruit smoothies.

+ 1 for R and R doing a good job! Never had an issue.

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By Scott McMahon
From Boulder, CO
Sep 19, 2012
Bocan
People in Boulder are very sensitive to negative vibes which in turn causes minor freak outs until all can be balanced with medical marijuana, espresso drinks and fruit smoothies.quote>

haha while I usually disagree with your Boulder stereotypes...um yeah hammer meet nail.

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By jbrown2
From Bend, Oregon
Sep 20, 2012
Well a few days have gone by. I have read everybodys posts. I'll admit my disappointment may have been a bit overblown.Im a cook and in my industry we get yelled at a lot. If a steaks over done re-do it. If the salad is over dressed, re-do it. If the ommelet is cold, re-do it. If the mashers just aren't that good, re-do em. Thats what we do. If we make a mistake we admit to it, we correct it an we move on. I love feed back. If i make a mistake i expect a person to call me out on it. I feel bad, terrible, i dwell on it for days and it makes me better. I guess i take that outlook everywhere. I'm not an ass. I don't think so at least. Ill ask around. Im no Gordon Ramsey. (actually he is a pretty fun guy i hear) Im not really fun or interesting either. So where does that leave me.

The Climbing community is small. The last thing i want to do is burn bridges. I called with the expectation of a certain thing, thinking that it would be no big deal if i were to send my shoes back that it could be fixed for me. My exact words were "could you help me out." When i was told that i could bring em by and they would "put some freesole on em," i may have over reacted but only slightly. I was expecting some give and take. You know...tell ya what, you send your shoe in and we will get a rand on there for ya. just pay shipping. That would have been heaven. But instead i may have mis-interpreted the reponse as no way. pay 50 bucks and we'll fix the problem. (that was not a direct quote)


As the conversation went on i certainly got a bit defensive as may they have. So this is where i stand right now. Customer service is really important. I don't give great customer service all the time, it takes lots of energy. But when i don't i get called out on it.

It seems that R+R do good work. My other five shoes are doing just fine. The glue is sticking, the rubber is sticking and they are standing on smaller nubbins than ever. I should thank you for that. It was well worth the 45 bucks or whatever.

So sorry for the rant. I learned something. That is i should cool off and perhaps except some variance in life and we are all human. but i hope that R+R take something from this too. Don't get taken advantage of but perhaps saying OK is better than saying no.

As the last poster so eloquently stated. I hope to put everything back in "Balance." Sorry for the minor freak out.

May we all Send in Peace.

FLAG


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