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The first thing that strikes you about this store is the smell! It's a miasma of leather, chemicals, burnt rubber and hot, sweaty man. It can be quite unpleasant.
Customer service and quality of repair depends entirely upon who does the work. Sometimes it's been good, at other times I've taken shoes back for another go. One repair was so bad the shoes were ruined but once I had a gusset put in a pair of boots and the job was perfect.
The largest man in the store does the best work on shoes and engraving so if you go there, insist he does the work. For me ... I'll go elsewhere in future.