Horrible service, I have purchased many shoes from sister company and recently purchased a pair from this establishment. Shoes were uncomfortable and when I called the clerk informed me to bring them back for a full refund. Upon my arrival the owner began lecturing me about how to allow shoes to wear down and would not give me a refund. NEVER GOING BACK, lost a loyal customer. read more

Quality shoes, phenomenal customer service! I have 'problem feet' with overpronation, and I have to be very careful about the shoes I buy. The salesman was able to help me find the best shoes for my needs, and even broke open two different pairs of orthotic inserts so I could try one in each shoe to get the perfect fit! I was very impressed with the selection of shoes, but even more so with the customer service that went the extra mile to make sure I'd be comfortable in my new shoes. read more

I still can't believe this happened. My wife and I were on a date night enjoying each other. As we were in a different store, my wife's shoe broke. We walked into this store with only one shoe on. No one else was in the store. There were two people working there and no one even gave us the time of day. Aside from hello and goodbye, they were either talking to each other or on their phones. We actually felt awkward and out of place. We walked into a shoe store with broken shoes and they did not even try to make a sale. AMAZING. read more

So, I didn't know that there was a shoe heaven. It is here at Shoelace Inc. Found here also is the shoe God himself. I wandered into this store looking for a pair of Crocs. I am quite a fan. I bought a pair a couple years ago at a friends recommendation. She raved how wonderful they are to walk long distances in. She did a three month stint in Dominican Republic, which has some rather rugged terrain, and these were her shoe of choice (might I add they are the shoe of choice for most who visit there as she has.) I decided why not? I'm definitely not going to to DR anytime soon, but I AM going to Great America. And one probably covers that same amount of mileage in a day there. OH Wonder of wonders!!! See, I am accustomed to the end of day foot pain from walking round and round the park, and not to mention the long sessions of standing for rides that last a minute. Not so with my Crocs. I was astounded. No achy feet and no achy legs! Naturally I then came to the conclusion that I need MORE CROCS!! After all they come in so many wonderful styles and colors now. You're no longer limited to looking like you just stepped off the plane from the Netherlands. That's where me and the shoe God had a little "dispute". I guess Crocs are a sinful word at this establishment when you mention them along the lines of "being good for your feet". Sure they have a selection of them........if you call three styles a selection. Yeah, me neither. Number 1. "Crocs are CERTIFIED by the U.S. Ergonomics Council and the American Podiatric Medical Association.....These shoes were designed specifically to eliminate plantar pain and achy feet" Might I quote yet again? Methinks I will.. Number 2. Roxanne P. Toole DPM "I encourage patients to wear crocs after their surgery..." Should we put in a number 3? Why, yes, yes we should. Harold Glickman Chief of Podiatric Surgery at Sibley Memorial Hospital, "praises Crocs." BOOM. It appears that Crocs being good for your feet ISN'T just a notion that ONE doctor had that the public took off with......as you seem to think. I believe you now stand uncomfortably.....corrected. read more

Probably the first time I have ever in my life written a review but the lady who owns this store is absolutely horrible. Totally should not be in a business dealing with costumer service. There will be NO ONE I would ever refer to this store. The return policy is basically their way of accepting NO returns. Might as well not even have a return policy... Says 10 days on the receipt & I tried returning 8 days later and the owner was so rude to me, and closed the box my boots were in and asked me if I would wear a pair of boots that were returned and would not accept my return. I am in shock this place is even open. read more

By far the worst customer service and return policy I have ever experienced. I payed a lot for a pair of shoes that made my wife's feet bleed after wearing them for an hour. They would not do anything for us. They would not even talk about any solutions. Worst business ever!!!!! read more

Terrible first and last experience with this store. Horrible customer service!! Purchased boots for a trip to Ireland after much research and wanting to pretty much take one pair of shoes for touring/light hiking, etc. After finally deciding on a pair of $200 boots, made my purchase and left. Was gone for two weeks, and didn't end up wearing the boots at all. We returned on a Tuesday and I made my way to the store on Friday. I knew I was past the 10 day full refund window, but was hopeful to make an exchange and spend the money in the store in another way. I was told, after a phone call to Bob, the store manager, that they were not planning on carrying that boot anymore so he would not even offer an in store exchange!! Furthermore he said I could call the shoe company and maybe they'd help me. What?! Soooo it's my fault you're not carrying that style anymore??? As the store is extremely expensive, I was willing to spend the same, if not more in the store, but could not believe that they would not honor the exchange. Of the 30 days that are offered for an in store exchange, I was out of the country for 14 of them. I left my name and number for Bob to call me, and 5 days later, no call. I called the store again and the associate said, "uhhh...yeah, we don't know when he'll be in, so you can maybe like try again at like 5:00." Do NOT give this store your hard earned money!!!! read more

Walked in and the girls working greeted me right away. They helped me locate the brand I came in for and asked if there was anything they could help me find. After I found a pair to try I didn't even have to ask to get them in my size. The girl asked my size and brought out 2 sizes and explained they run a little small so she got my size and one size up. I went through trying on about 6 different shoes and finally picked 2. The girl explained they didn't have the color of one I wanted in my size but could special order it for me. She informed me they needed a 50% down payment to order which I was ok with. She placed the order and rang up the other pair I bought. She told me the discount amount I've built up on a future pair of shoes too (Yippee!) This is the 2nd time I've purchased shoes from Shoelace and I've always had a pleasant experience. One piece of advice is to be sure you understand the return policy. Don't buy shoes, wear them, then expect a full refund. :) read more

I have no problem with the service but their return policy is terrible. I bought a pair of shoes and spent just over $100, I paid in cash. I asked about their return policies, I was told if brought back within 10 days I could get my return back in the way I paid. I went back 3 days later and wanted to return my shoes, I was told I couldn't get my cash back they would have to give me a check. It was their policy because they don't have that kind of cash in the store. They will have to issue me a check. The kicker is that they only cut checks on Mondays. today is Wednesday so I have to a week for my refund. No where is this posted for a customer to see nor do they tell the customer about this. read more

**Buyer beware-do not think of buying gifts here*** Being the early Christmas shopper I am I went into Shoelace Inc. on December 10th explaining to the salesperson I was looking for Ugg boots for my daughter that were black with brown fur. She pointed me to two different styles which I picked one right away as the other I bought for my daughter two years ago. She explained sizes go fast so if they don't fit, come back right away. I told her they were a Christmas present but I wasn't too worried as we have bought four pairs of Ugg boots (three from Shoelace Inc) and the size should fit. Fast forward to Christmas, my daughter received them, loved them and tried to put them on. The shaft of the boot was so narrow she couldn't fit her foot into the boot. I return to the store December 26th and explain to Delaney (she said she was the store manager) that the shaft is too narrow and my daughter can't even put the boot on. I asked if she had a bigger size. The store didn't have a bigger size, I asked Delaney if there were any other boots that were black with brown fur. She too showed me the Maddie boots (again we've already bought those two years ago from them). I asked if I could just return them and she said yes but as a merchandise credit!!! She said because it was over ten days she could not return them for refund. Wait a minute what happened... the boots obviously have a design flaw and she can't do a refund because it's over ten days and against store policy, EVEN AT CHRISTMAS! It's a shame as I believe in supporting small business owners as I have with Shoelace Inc. for the last three years. If they can't understand sometimes there are situations that they may have to "bend the rules" to keep their customers happy AND COMING BACK. Then shame on them as they just lost yet another customer! I don't foresee them being in business much longer with their outdated policies and constant focus on their bottom line versus customer service. read more

Great customer, great selection of shoes. The special order process went smoothly with my first pair of shoes, when I went back for another pair they didn't fit exactly right instead of the customer service rep getting annoyed he stayed with me until I was completely positive with the sizing. Great quality and worth the drive if you aren't in the area, make the drive to go here! read more

Save yourself time and headache and go else where. They are very nice and polite when selling you shoes but if issue rises due to defective shoes not employees or owner of the store wants to help. They will blame everything on you. My wife got me pair of Ugg Beacon from them and after wearing them 10 times soles of the shoes tore due to moisture not being able to get out (socks have been worn with them). Even after I tried to dry shoes off for 4 days they still stayed wet. It never happened to Any of my previous boots. When we tried to exchange them due to them being clearly defective (what shoes soles fall apart after being worn ten times?) owner of the store never called us back even though he said he would. One of his employees called saying that there is nothing they can do that somehow it was my fault that moisture was stock in the boots. Between owner not calling me back even though he said he would and employee being rude ( telling my wife that she would call police on her just because my wife asked to speak to the owner) we will not be coming to this store again. When I told employee (jill) that I would like to talk to the owner because I feel she is being rude her response was ( sir please don't threaten me in don't have to talk to you if you threaten me! my response was how am I threatening you I simply said if you can't help me then I would like to talk to the owner. her response was, that's a threat. As I said no costumer service what so ever when it comes to dealing with issues. The reason we went to the store instead of shopping online is because we like to help out local stores but with this lack of service and miss treatment I will continue shopping online where it's actually cheaper. As I said they are nice when selling you shoes but minute those shoes are sold owner of the store washes his hands off the costumers. Thats why so many small businesses go under they are in it to make a quick dollar. Once they sell you something they don't want to deal with you again and no matter the issue they will blame you for it. Like the saying goes sometimes you have to lose money to make money. I do right by your costumer and they will come back and bring more shoppers with them! I cant believe this store is still in business . Between rude employees and owner that does not want to deal with costumer with defective shoes. You will have better costumer service shopping online and not only that you will save some $ as well. Any business with rude employees and owner that does not call back should not be supported by any local community. BTW, the Ugg company exchanged the shoes without any problems (service that should have been honored by the store). It cost me additional shipping charges... They don't deserve a single star, but Yelp gives you no option. All I can say , BEWARE!.... read more

Algonquin friends beware. Horrible customer service at the Shoelace, Inc. in the commons. My good friend ordered her daughter a pair of Birkenstocks for her birthday...the store ordered them in because they did not stock the stone color. They ended up being to big. My good friend and her daughter went to exchange for one size smaller. The OWNER did not believe they were to big, made her try them on again (clearly to big) made her try on the smaller size (that fit her) and flat out REFUSED to let us get the smaller size, telling us we were wrong and the size she got "is" the right size. WHO does that? They ended up returning and getting my money back because he FLAT OUT refused to order us the size smaller size. He lost a sale and I will never shop there again along with my good friend ... word travels fast!! You always want to support local stores, but when you're treated like this ... if you can't have customer policies to do the right thing, maybe you should consider a new career/business where you don't deal with people! read more

No wonder this store never has any customers shopping there! I bought a pair of sandals a few weeks ago and told my saleswoman that I was going on a trip for a few weeks. I asked her if they could please extend the return policy from the 10 to 30 days just in case I changed my mind and she assured me it was not a problem. I assumed she let the manager (Bob) know but no such luck. This past week I returned with my husband to bring back the shoes within that time frame only to have a very rude girl tell us that we could only get a credit. When we asked to speak to a manager we were told he is off on Sun & Mon and cannot be reached nor does anyone in the store have any authority to help us. The saleswoman never let anyone there know or put a note in the computer for me seriously?? We were beyond upset and were told to bring back the shoes on Tues when the manager is working. She even told us she would call security if we did not leave the store what a horrible comment to make to an upset customer??? That was the last straw & we left with the shoes. Not only will I never shop there again but I decided it was not worth even dealing with these people to return my shoes so now I am stuck with them. I do not ever shop at stores with such a ridiculously short return policy and this experience has most definitely made me more determined than ever to stick to my policy. This has to be the worst retail experience I have ever had and I only hope the karma train comes back around when the store ends up closing its doors for good! read more