Complaints
This profile includes complaints for Dry Clean Express's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/10/2022
Type:Status:ResolvedMore 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 took my Louis ******* white shirt priced at $879.73 which I only used once to Dry Clean Express Waipio on 8/27/22 at about 1:58pm, I then picked it up on 9/3/22 to find that the shirt had a pinkish tint. I emailed the owner to let him know and got no response. I did call him and left a message where he returned my call and told me to drop off the shirt and something red or pink may have bled on it. I dropped the shirt off once again, went to the store 9/17/22 to pick up the shirt and was told to call owner. ***** said through text message their spot specialist was returning and they would let me know when it was ready. 9/30/22 Owner states they tried to get it lighter and I could pick it up. 10/4/22 I pick up the shirt and lift up the bottom of the shirt and it looks better. The lady working there starts yelling at me that the shirt was brought in pink and that the ribbing near the neck is not pink like the rest. I state I do not know how it got pink in the first place as it was white before it was brought there. I told her I brought it as well as all my items in the past and they were not pink. I then called the owner who also told me that the plant said it came in pink. (maybe this lady wore my shirt and then made it pink upon returning it for the plant to clean it....I do not know). When I got home and looked at the entire shirt, only the bottom front part looked better but the entire shirt looked the same with the pint tint. I called other dry cleaners and they stated that they could not get the pink out as the company probably cleaned it with red or pink items.I would like them to pay full price for shirt which is $879.73. Please let me know how we can resolve it. Perhaps they should not take high priced items to clean in the future.
Business Response
Date: 10/11/2022
Hi **********,
I'm contacting you on behalf of ***** and Dry Clean Express regarding your recent experience with our team. I understand there's an ongoing dispute concerning the condition of your white top that you dropped off on August 27th. I kindly request that you drop it off at our Waipio location to be inspected by a 3rd-party professional at no cost to you. The 3rd-party will examine your garment, determine where any damage came from, and provide a report on its findings. Based on the report's results, we can work together on the best path forward and avoid further conflict.
I also know you had a poor customer experience when dealing with our retail service team. I apologize sincerely; here at Dry Clean Express, we always strive to deliver quality service and excellent customer experience. Hearing about your experience is disappointing, and we will continually work with our teams to provide a better experience.
Please let me know if you have any questions or comments, and I will be happy to address them as best as possible. Also, if you are open to providing the garment for inspection, please let me know when we can expect the garment.
I look forward to a fair and expeditious resolution to this issue.
Best regards,Dry Clean Express
Customer Answer
Date: 10/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************
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