Complaints

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• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair 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.

  Brought in a brand new dress for a family wedding with tags still on the dress to get steamed. I asked to not wash, (I didnt want to run the chance of it to be ruined) just steamed to get a few wrinkles out since it was a silk like fabric. I go to pick it up . There were vertical lines that are evenly placed throughout the dress. Looks like the fabric was pulled. You can tell it was because of them and the process they used to clean the dress. Was told to come back on Friday the morning of the wedding so they can try and fix it and the owner would be there. I come back Friday, its still damaged. The owner admits to cleaning it twice to get wrinkles out. He back tracked and said he didnt clean it when I reminded him I asked not to do that. Then proceeded to blame the department store for a faulty dress that it could have been like that and they didnt notice it when receiving the dress (they cut the tags off of the dress there and inspected it before taking it) and that I just didnt realize it was ruined when I bought it. I immediately noticed when I picked it up so why wouldnt I notice it when I bought it and tried it on? He did not take responsibility for ruining the dress but proceeded to yell at me that he has been washing clothes for 20 years in ******** and blamed me. He gave me 15$ refund for the cleaning I didnt ask for but would not pay for the dress. I had to buy another dress as it was that day and had no time to argue. I explained I would report this and he said please go right ahead.

  Business Response

  Date: 08/11/2024

  Sorry to hear that customer is not satisfied.

  At first I could not even see the line until the customer pointed out the line. it was barley noticeable. I inform the customer this could not happen in dry cleaning process and looks like a fabric defect. However, she was so sure it was done at our store because it was new, but I inform the customer we clean well over 10 thousand clothing in a month and to have only one dress that have that distinctive pattern on the fabrics is almost impossible. Just because it is new does not mean it could not have defect. Before the Dry Cleaning business I ran a retail Fabric store at ********, ********, for ten year and I often find defect in the fabrics. I could not say 100 percent that it was not done at our facility since one in million chance that dry cleaning could cause that defect. However, it has a lot higher chance that it was from a fabric defect. Since, customer was not happy, I return the cleaning fee and told her to return the dress to the store. She told me it was bought at department store and almost all department store happily take a return on defected product. Even if the dry cleaning cleaning cause the defect, the store have to take the return because the dress label instruction inform me to dry clean the dress.