Whoever wrote that other review is probably just a terrible customer, or (benefit of the doubt) he doesn't know anything about shoe repair, and should probably research before asking those questions when yeah, a language barrier does exist. And that barrier isn't even significant. I speak only English and had no communication problems. You can see from one look inside the shop that he's super busy, why? Cause he does great work. If he tells you not to resole a pair of shoes, don't. It's probs expensive cause it's a low-quality or rare style of sole attachment, which are harder to resole. I literally just walked out of the shop, Hugo said he had a problem with the machine and that he's staying late (on a Saturday, when he closes at 3) and that he would have both pairs of boots done (for just under $100) by Monday, even if he has to do it by hand. Bottom line, visit Hugo. You'll only be disappointed if you're an impatient xenophobe with a love of cheap footwear.