Mister Minit Castle Towers

I came to this store to have additional holes punched into my belt. Jag provided us excellent and timely service. He was well mannered and I would highly recommend his services.

My very first experience with the Castle Hill Mister Minit store began with considerable frustration but ultimately concluded on a positive note, thanks to the exceptional assistance of one staff member. I had entrusted the store with two pairs of black heels for repair and was advised they would be ready within a few days. Upon returning, however, my shoes could not be located, and despite multiple calls, emails and assurances of follow-up, no communication was received for almost 2 weeks. The lack of responsiveness was deeply disappointing. When I revisited the store yesterday, mind you a few more visits were made prior, Dean proved to be an absolute lifesaver. He took the time to locate both pairs of my heels and handled the situation with professionalism, empathy, and efficiency. His exceptional customer service turned what had been a stressful experience into a much more positive one. While I am grateful for Dean’s exemplary support, I trust that Mister Minit will take steps to address the communication gaps and procedural issues that led to this situation.

Very polite and helpful staff. I had to get a few extra holes punched on a sandal strap sometime back and they did that for free. I went again last week to get two extra holes punched on a handbag strap and it was done free as well. I insisted that I should pay as I can't get free service for the second time, but the staff member was firm that they don't charge. Although it was a free service his attitude and smile were no different to a chargeable service, which was great.

I just dropped by the Castle Hill store as our garage door opener wasn't working and was helped by a lovely guy named Bastian. He diagnosed and fixed the issue quickly, and did so with a smile! This will be my new go-to place for any similar needs.

Spoke to technician called "Dean" who did an excellent job of putting new holes in 4 of my belts. He provided polite professional and efficient service. Thank you so much for your help!

I dropped off my hiking shoes for repair, clearly explaining that they need to be fixed properly because I use them in dangerous mountain areas. A strong, waterproof repair was critical. I was promised they’d be ready by Monday. I returned Tuesday and waited in line twice. The staff member (Indian male) was taking an unusually long time with a customer ahead of me and completely ignored everyone else in the queue. There was no acknowledgment, no sense of how long I would have to wait, and no attempt to check in with customers. It felt like he was deliberately taking his time. By Wednesday, I called for updates. The staff member accused me of being frustrated and initially refused a refund or proper repair, citing a "warranty" issue that had never been mentioned before, and said verbatim: "Well, I was sick, I don’t know what the hell they were doing here while I wasn’t here." When I mentioned leaving a negative review, he slightly changed his attitude, saying they could "fill in the gaps" but could not guarantee a proper fix. Few minutes later a manager called me offering a $20 refund. I decided to take the shoes elsewhere and accepted a $20 refund, telling them not to worry about fixing the shoes. Shortly after, a younger male called under the guise of "getting a transcript of events." I tried to relay the chronology, keeping my cool as much as possible, even though I was already worn down by the delays and lost time. While explaining, the B word slipped out describing the earlier warranty story—clearly, not directed at anyone. But he immediately seized on it, accusing me of swearing AT HIM and loudly talking over me every time I tried to speak. It quickly became clear the call wasn’t to hear my side, just to pin blame, so I ended it in frustration. When I finally picked up my shoes, the Indian staff member refused to listen to anything I had to say, and every time I tried to speak, he yelled over me — loud enough that the whole shopping centre turned to look. I eventually received a $30 refund, but the repeated ignoring, false accusations, interruptions, public yelling, and refusal to take responsibility make this an unprofessional and frustrating experience. They clearly lack basic customer service skills. I will not return and cannot recommend this shop. To address owner’s response: Your response is misleading on several counts: • I was never told the soles were "too deteriorated" or advised replacement. • I supplied glue and you agreed to use it — no mention of warranty until much later. • I said I wasn’t in a rush and you told me to collect Monday. I came Tuesday, waited twice in line, was ignored, and the shoes still weren’t ready. No one ever said to wait for a call. • On Wednesday I was told the work was "half done," no refund, and no proper fix — until I pressed further. • Staff repeatedly shouted over me, interrupted me, and even twisted my words to accuse me of rudeness, while ignoring their own treatment of me. Claiming you "tried to satisfy me" is untrue — the opposite happened. I paid $90, lost time, and was treated poorly at every stage.

These guys are a joke and are not fit for the roles that they are in, whether it is the actual repair or their customer service. I have attached photos and a screenshot of my bank statement so that they cannot deny that I was ever their customer! The Heels —————— They kept my heels for almost 2 months and messed me about several times. First they said that they had to order in the right colour polish for me and that it’ll take a week for the shoes to be ready and that they’ll message me when ready for collection. I went in 2 weeks after to pick up my heels (never got a call/text from anyone) and the shoes looked the same as before except that they looked a tiny bit "cleaner". No comments were made from their end other than "here are your heels". When I expressed that I wasn’t happy with how the polish looked, only then they admitted that they used a clear polish instead. I asked how come they didn’t order in a new polish as previously discussed and the man that I spoke to had no idea and took back the shoes and said that he’ll order the right colour polish and notify me once ready. Another 2 weeks went by and I went in to collect my shoes only to be told that they weren’t sure if they could order in the colour we picked together (from their own catalogue) and that it was best to pick a slightly darker/lighter colour already on the floor, so I did. Again, another 2 weeks went by and I went in for collection only to find out that they had stained my shoe whilst polishing it (see the darker patches on the side and the heel). The other pair didn’t look too impressive either. The man I spoke to agreed that they had stuffed up and offered not to take any payment on the day. The Runners ———————— Took them in for a repair and they said that the tip needed to be glued. Only wore them once and I had to go in for a re-glue. Wore them once after the re-glue and they gave away again. Never took these ones back to them as I figured that they are incapable of fixing them. The Sandals ———————— The band on top needed a repair and they suggested a glue service once again. Wore the sandals only once after the repair and they gave away within the first 10 mins. Took the sandals back to the shop to repair once again and the man I talked to said that there was no evidence of glue on the band (you’re damn right, probably rubbing spit on them instead of glue if they are not surviving a 10 min stroll). On a more serious note, the man then went on saying that it was either the other pair that they fixed or they never repaired my sandals, indirectly suggesting that I was telling fibs. Fyi, both pairs were in front of him to inspect. When I insisted that the same pair was definitely brought in for a repair and that I was getting messed around every time and wasting away my money he then said that the sandals were too old (they are not!) and even if he re-glued them they will give away again. I asked why I was not told this when I initially took the pair in for a repair and that I had paid $25 for something that he thinks should have not been repaired. He then smirked and said "did you really pay $25 for this? We only charge $15!". I said that I did and I could find a receipt for him. By this time the man was fully agitated and defensive instead of putting forward his good customer service behaviour. Fyi, I had kept calm throughout the entire conversation not raising my voice and only stating the facts. He then said that he needed to see a receipt to repair the sandals for me as he didn’t believe that I had paid $25 for it. My response was that I will find him a receipt but it will go towards leaving him a negative review online and all he said was "fine do that!", so, I have if you’re reading this 🙂 Interestingly enough when I was looking for their transactions on my bank statement, I noticed that they charged me $15 for a glue service on the runners but $25 for the sandals and given that the man was so adamant that they only charge $15 for a glue service I now can claim that I’ve been ripped off in addition to everything else!