Complaints

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:03/29/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I went to the dry cleaner to have my fiance's wedding suit to be dry cleaned on Feb 28th. When my fiance picked up the suit on March 4th, he found three holes, one on the collar and two on the upper sleeves. The suit has also shrunk. The dry cleaner said he will fix it, and what he did was covering the holes with dark coloring. The dry cleaner only wants to refund the 20 dollar dry cleaning fee after they ruined a 700 dollar suit. We found a fabric reweaver who can really fix the suit, they charge 140 but the dry clean is not willing to pay as of today.

  Business Response

  Date: 04/06/2023

  Customer dropped off an old, roughly 5-6 year old, very worn suit for dry cleaning. At the time it was mentioned that it was a worn garment. Customer was also contacted last week, on March 30 to further discuss and was supposed to reach back out on April 1st however all communication was ignored. 

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19870452
  
  I am rejecting this response because:
  The business owner is lying. I am the one who kept reaching out to them and as you can see in the screenshot, the manager never texted me back. They never called me either, everytime I have to call or come in the store. Ask the business to show proof of them reaching out to me. I have attached my call history and you can see everytime is my outgoing call.

  My suit is worn less than 3 times Since I bought it new from BrooksBrothers and you can see in the picture its in good condition. I have a video I took after the damage but it shows you the overall condition. Let me know if you need that. Its a suit my fiance plan to wear to our wedding, how is that possible he plans to wear a worn and torn suit?

  I offered a solution for them to pay for the repair cost of sending the suit to a professional reweaver they declined to pay the full amount of $140. Now they told me their tailor can fix it so I left my suit there for their tailor to work on. Not sure how that turns out. Please continue to monitor and communicate about the case. I really appreciate BBB for guarding fair business practices and consumer laws.

  Sincerely,
  
  *****************

  Business Response

  Date: 04/20/2023

  The business has provided the customer with a refund and additional compensation. Photo of signed receipt from 4/18/2023 attached. 

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19870452
  
  I am rejecting this response because:
  The refund is only partial of what I am demanding. The business first promised $70 compensation plus $50 store credit and now he changed mind to only $50. Also, he later reversed the refund of $50 and I don't see it in my transaction anymore. He is commiting some kind of crime by deceiving the consumer that I will get a refund (it's not even the amount I demanded for a $700 suit) and then he reversed it. Please keep monitoring the case. 
  Sincerely,
  
  *****************

  Business Response

  Date: 05/04/2023

  We have processed a refund as seen with the receipts provided. The customer should follow up with their card provider to confirm this refund. We are happy to help them with this. 
  

  In order to keep the customer happy, we initially offered a store credit and additional refund, they declined it. Ultimately they agreed to the refund on their card (previously provided proof), we are not in a position to offer any additional compensation or credits regarding this service. 

  
  We dry clean over ****+ items each month and have no problems, this customer was explained that the garment would not clean to new and yet opted for service. We take pride in the work we do and the services we provide. We are sorry but we have done everything we can to appease the customer when we are not at fault. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19870452
  
  I am rejecting this response because:

  The business owner makes no sense when he said he tried to please the customer when they have no fault. They damaged my suit that worth 700 hundred dollars plus. And they have no fault? It Is not fair to just provide 50 dollar back for the damage and they even refuse to issue the 20 dollars I paid for the dry clean service. 

   

  The business owner lied to me and he is lying to BBB. It is not about whether the suit can be cleaned to 'new' condition or not(I never asked nor was I "explained" about this), It is about the damage (three holes) they made to my suit. 

   

  They initially told me they can provide 70 dollars compensation plus 50 dollars store credit. I told them I want my suit fixed by professional reweaver, who charges $140. The business owner declined and said they will try to fix it.

   

  The did not fix it, the holes are still there and very noticeable that I won't be able to wear again. The guy issued a 50 dollar refund and told me he will ask his boss about more compensation or store credit. And now they try to send me off with just 50 dollar for my 700 dollar suit. Please help! I can send back the 50 but I would hope the dry cleaner pays 140 reweaver repair cost.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/22/2023

  We have responded numerous times to the customer, as well as providing a goodwill refund. We will not be providing or doing anything further. We told the customer that the suit cannot be restored to brand new when it was initially dropped off and to be blamed for their worn garment is unacceptable. We have also provided documentation of the refund that the customer agreed to, for them to now demand and ask for more is not acceptable. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 19870452
  
  I am rejecting this response because:

  ************** agreed $50 refund plus $70 store credit and later changed mind. This is unacceptable resolution. I am not asking to restore the the suit to brand new, I am asking to fix the holes/damages caused by the dry cleaners' unprofessional work.
  
  Sincerely,
  
  *****************