I got two pairs of shoes repaired at this location. When I picked them up today after two weeks, one pair of shoes had not been repaired. I asked to speak to a manager/owner and I was told he wasn't there. I spoke to Samantha who repaired my shoes, but only after I asked to get it done now. Her response is ""that things get overlooked"". She never apologized for the job not getting done. I paid my bill and left the shop, knowing that I would not be doing business again with them due to the poor customer service.
However, 5 minutes later, I received a phone call from an employee telling me that I was ""banned"" from visiting their shop. He then hung up on me. When I called back to actually talk to the owner, I was told again by Samantha that she was a Messina, so I didn't need to talk to the owner.
I have never experienced such poor customer service in Grapevine. I'm appalled at the lack of professionalism from their staff. I too run a family business and I know it's only as good as your reputation. If I was a Messina family member, I would be embarrassed at how this customer was treated. I have filed a complaint with the BBB on the very poor customer service by a ""family member"".