The Shoe Cellar

Need a pair of comfy sandals with style and found what I needed here. Took a little bit to get some attention but once they realized I wasn’t a window shopper I got want I wanted and was out quickly.

Made a second trip in because the size that I paid for and was out of stock was suppose to be shipped to my home. Never received, and then when I called, never called back. Drove to store with my Amex bill in hand, and at first «Guilty as Charged» as a customer, until I found the order in thier binder. Then the store associate goes back into the stock room and comes spit with the shoe and says «here». No explanation or apology for the inconvenience of driving in to resolve. NOT CUSTOMER FRIENDLY
Oh yeah… as we walked in a female customer was on her cell phone pleading her case of her foot injury to the poor fitting shoes she bought. Thier response was «you have to take it up with Birkenstock»
BUYER BEWARE
A ‘1’ rating is overrated —- It’s a ZERO

I would give a zero if it were an option. These guys are living in the Stone Age. They could be great, but need to work on taking care of their customers. Bought a pair of sandals from them on a Saturday that were tight. Discussed with the sales guy, but he did the usual fill in whatever you need to hear. I tried them on again that night and decided they wouldn’t work. When I went back the next day, was given the run around with no returns. With some arguing, he offered a store credit but with a whole lot of BS. The same guy that sold me the shoes the day before dealt with me the next day. I was visiting from out of town and he knew it, so store credit was a waste. I will never stop by this store again.

Let’s start with the fact I am a local and really go out of my way to support Laguna Beach business.
The Shoes Cellar is one of the worst retail stores in Laguna Beach, I ordered a pair of shoes due to them not having my size.
They told me it would be in next week. And they would call.
No call came, so I called them! they had no record of my order, I watched the guy write the order down in a binder.
So I drive down and show them the receipt and the guys says… that the shoes will be in next Wednesday. We will call you. well… no call came so I drove down again talked to the same guy and he says that he doesn’t know what I am talking about. Sooooo I show him my receipt again. He goes on to tell me that they don’t have the shoes. I tell them this is getting stupid, and it’s now been going on for 6 weeks!!! he tell me to show him some respect!!! so…
I asked for my money back.
Here is my respect… I will never shop in your store, I will also like the past reviewer drive to Nordstrom’s
I will let everyone I know in Laguna how awful your business is.

My husband and I went to the Laguna Beach store today with the intent to purchase. We drove in the pouring rain specifically to go to your shop as we knew you carried a good variety of quality shoes. My husband tried on several pairs of shoes and found two (Ecco and Mephistos) that he really liked. As my husband and I were talking, I thought he was just going to buy the Ecco’s and decided to get the detailed information about the Mephistos so I could return and buy them later as a surprise for him. I wanted to be sure I got the right ones.
At that point the salesman returned and I asked the style name which he refused to tell me. I told him I wanted to be able to surprise my husband later with the shoes. Then I wanted to photograph the box with the name and he pulled it and the shoes away from me. I asked why? He said many people got that information and then bought their shoes elsewhere. According to him, the «owner» had instructed him
1. not to let people get that information and
2. they had to pay a lot in rent and inferred that we should not be able to get information about the shoes .
That definitely was not my intent. My intent was a gift for my sweet husband. He then proceeded to put away the shoes we intended to purchase. I did not understand his rudeness to a local customer nor did my husband. We had to ask him to get the Ecco shoes back to purchase them. On our way home, my husband stated that he had intended to buy both pairs of shoes.
We are saddened by the rudeness of your employee and that it has left a permanent bad taste in our mouth regarding your store. I would suggest that you change your policy and think of keeping your customers. If your service and product are good; people will return. This is evidenced by the many quality stores in Southern California that treat their customers with respect and courtesy.

I’m really surprised at the negative reviews for this store because they seem like isolated, unfortunate experiences that is not the norm for this store. I love this business.
I’ve had nothing but excellent, speedy transactions with this store. The store is gorgeous and they have an amazing stock of shoes. The owners and staff are extremely knowledgable about foot wear. They helped me to figure out the correct size and style of running shoe I really needed for my feet so that they no longer become sore or achey.
Also, if my size wasn’t in stock, then the shoes were ordered and received in a timely basis. Perhaps the long wait that someone else experienced might have been due to an outsider vendor the store purchases from? That can happen, however the store is good with communication from my experience. Also, as a bonus, I’ve been shopping from this store for a while now and the owners have kind of figured out my taste and can make great suggestions. (Clearly, I love shoes!)
Everyone needs to go to this store and check it out for yourself. It’s fantastic.

The Shoe Cellar could be a great place to purchase comfortable shoes, but not if you have to special order any shoes. I found a pair of shoes I wanted to purchase and they didn’t have my size. The owner then proceeded to tell me that I could special order them and they would be in the store in a week. So I paid for them up front and was told they would call me in a week. After 2 weeks of no return call I started wondering what was up. I called the store and the gentleman that answer the phone said he could not find my order and he would call me the next day after he spoke to the owner. Again I still received no call back on the status of my order. I then decided I should drive down to the store myself and speak to someone in person. Low and behold the owner was in that day and assured me that the shoes were ordered and they would be at the store in 2 to 3 days and he would call me so I could come pick them up. Then almost 2 weeks past and still no call. Today I decided to drive down again so that I could get them to credit my account, because this was becoming ridiculous. I explained my situation to the gentleman at the store and he still could not find my order, but they did finally have a pair of the shoes in ordered in the store so I was able to take those. The owner of the Shoe Cellar obviously doesn’t believe in providing his customers with good customer service. I was told by three different people including the owner that they would call me regarding my order and not once did anyone follow up! I guess since he had already gotten paid for the purchase he didn’t care. I definitely WOULD NOT recommend the Shoe Cellar, they just don’t value or appreciate the business that their customers bring in. From now on I’ll just go to Nordstrom’s, because they carry a lot of the same brands and they know how to treat their customers!

Well, if you find the shoes you’re interested in when shopping at the store, I agree with the previous review. But if you have to order a pair (because the store isn’t stocking your size), good luck! I paid cash money to Joseph Brown, the owner, for a pair of Gravity Defyers on Nov. 7, and was told the shoes would arrive in the mail a week or two later. At the end of Nov., having not received shoes and hearing nothing from the store, I started calling to find out what had happened. The clerk I spoke to (invariably) professed not to know anything about the transaction but said he would call me back. Which he did not. Finally, I got in touch with the owner (Joseph Brown), who said he would credit my account. Which he did not not. I finally had to file a complaint with the BBB to get a credit on my purchase. I don’t think the owner is malicious; he is simply incompetent.