Complaints

This profile includes complaints for Deluxe Dry Cleaners's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Deluxe Dry Cleaners has 6 locations, listed below.

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  Deluxe Dry Cleaners

  101 Ilsley Avenue Dartmouth, NS B3B 1S8

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  Deluxe Dry Cleaners

  114 Woodlawn Road Staples Plaza Dartmouth, NS B2W 3X8

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  Deluxe Dry Cleaners

  5201 Duke St., Scotia Square Halifax, NS B3J 1N9

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  Deluxe Dry Cleaners

  3301 Hwy 2 Fall River, NS B2T 1J2

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  Deluxe Dry Cleaners

  278 Lacewood Drive Halifax, NS B3M 2N8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:18/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company did not check and washed my wedding dress with a lipstick in the pocket of the dress. My dress ended getting thoroughly stained and took apparently 10 man hours to get to a point where they deemed it acceptable to return it to me. When I went to examine it I could clearly see faint pink staining all over the satin material. I was then expected to pay $250+tax for THEIR mistake! I have spoken to ****, one of their managers twice, and when I initially was called to be informed that they washed the dress with the lipstick, I tried to remain calm and respectfully asked questions, and was met with the statement-‘well you didn’t check the pockets either, so it’s not completely our fault’. Isn’t that one of the most basic things you do as a dry cleaner of any garment?? I was very off-put by this question and politely asked them what they were going to do to make this right, and he said they would work on it over several weeks and get back to me. I did not hear from them until 3-4 weeks later, and that was from me calling to check in and see how things were going. When I called **** after viewing my dress in worse condition than I left it, he continued to gaslight me and repeatedly told me that this was equally both of our faults and that I was still expected to pay in full because of all the hard work they put into fixing it—from an issue they created. When I brought up several talking points he proceeded to use a lot of attitude with me and eventually agreed to let me pay half price, which I still think is completely unacceptable-very poor customer service all around. My special dress is forever stained and I cannot sell it as who would buy it? This whole ordeal has been so upsetting! I would have shared photos of the dress, but they are holding it hostage until I pay, which I completely disagree with.

  Business Response

  Date: 19/05/2023

  The client left a bright red lipstick in the pocket of their white wedding dress. I have never had anyone do this before (lipstick specifically). The majority of our clients know to empty their pockets before dropping off garments as items left in the pocket can damage the garments, other clients garments, or the equipment. It is not the dry cleaners responsibility to empty the clients pockets, it is their garment and their items left in the pocket. We do inspect garments before cleaning them to look for wear, damage, stains and things like pockets so that our equipment doesn't get damaged. Unfortunately just like the client forgot about it, it was missed, both parties are humans mistakes can happen. But we do disclaim against these type of circumstances and I do not know a single dry cleaner who accepts responsibility when items are left in pockets. Most will simply tell the clients and try and resolve the problem the best they can, but sometimes you cannot fix it fully. In fact clients in the past who have forgotten items in pockets that have damaged our equipment or a garment have been very apologetic, some even offering to pay for the other garments/repairs they damaged.

  When the incident happened I contacted the client immediately. We discussed it and I told her if she could give me some time I would use my free time to work away at it and try and fix the issue the best I could. I made no promises it would all come out, but I would do everything I could. The clients was great and gave me the time, calling after about a month to check in. I gave her an update and told her a few more weeks and I think it should be a lot better. When it was complete we contacted the client to let them know it was ready for pick up. I believe the husband showed up and though it was free which was never discussed and asked we call them. I contacted **** by phone to discuss the following day. She felt this was our fault entirely, which I disagreed with. When using a service there is a shared responsibility between the consumer and the business (ex: when going to the hair dressers you wash your hair first, if you go to a restaurant you dress appropriately, if you go to the dry cleaners you empty your pockets). 

  I already offered this client to meet in the middle and offered her a 50% discount which she was going to think about. I thought this was beyond fair considering the extra time we put into the dress due to an issue caused by the client. She has not responded to me, and instead when to reviewing our businesses online and filing this complaint. It should be noted she even reviewed locations she did not visit poorly, negatively affecting team members who had nothing to do with her order. This could constitute slander legally. We did put a ton of extra time beyond what we would normally do to try and resolve the issue. Unfortunately the whole issue is avoided if the client didn't forget about the lipstick. She refuses to accept any responsibility for the fact that she left it there.

  **** ********
  Deluxe Dry Cleaners