I had a great customer experience, something SO RARE these days! When I entered the little shop and showed Vu my leather handbag with broken zip, he was very polite, well-spoken and informative. He told me succinctly what my options were, what it would cost to mend it, what the steps would be, how long it would take to replace and why it had broken in the first place.
I left my bag with him and he kept in regular contact by text and email, sending me photos of the various options for the replacement zip so I could choose which one I wanted.
Once I'd made my decision, he told me it would take 3 - 5 working days for it to be ready, but in fact it was much quicker than that. My bus was stuck in traffic when I went to pick up my bag, but I texted Vu asking him if he could stay open a few minutes longer than his advertised opening hours, and he did.
The bag, which had lain unused in my cupboard for well over 2 years, is now as good as new. Zip is perfect.
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