I chose Nushoe to resole my well-loved Birkenstock Arizona sandals because I wanted to repair them…read moreinstead of buying a new pair. I dropped them off on 12/15/2025 and was told the turnaround would be 6-8 weeks. After more than two months, I received someone else's shoes instead of mine. When I called, the representative implied this kind of mix-up happens regularly, which was concerning. I returned the incorrect shoes and was told that if mine weren't found, they would send a replacement. Unfortunately, that process dragged on for weeks with repeated delays, little communication, and no urgency, even after my sandals had been missing for more than three months. When replacement sandals finally arrived on 3/25/2026, they were the wrong model (narrow width with a standard footbed instead of the wide soft footbed I had originally owned), forcing me to start the replacement process all over again. I didn't receive the correct shoes until 4/14--nearly four months after dropping off my original pair.
The customer service experience was just as disappointing. Emails were never answered, and I often couldn't reach anyone by phone because the company regularly switched to voicemail well before its posted closing time. On multiple occasions I called more than an hour before closing and was either transferred to voicemail or couldn't get through at all. I was repeatedly promised updates and shipping tracking numbers that never arrived, and every step of the process required me to follow up myself. While the company ultimately made things right by sending replacement sandals, the lack of communication, repeated mistakes, and extremely slow resolution made this an incredibly frustrating experience that I can't recommend.
