Complaints

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

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  Citywide Cleaners, Inc.

  838 1st Ave NE Cedar Rapids, IA 52402-5002

• 

  Citywide Cleaners, Inc.

  3102 Mount Vernon Rd SE Cedar Rapids, IA 52403

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:05/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 daughter's wedding dress in on January 4th to "Stay Wild Gifts" in ***************, they use Citywide Cleaners. My dress was picked up by Citywide Cleaners I was told it would be back in 2 weeks. The dress was not back in 2 weeks, it was not back for me to pick up until the week of April 8th. When I got the dress home my daughter wanted to try it on we took it out of the bag and noticed there were black scuff marks all over the train. I took photos at that time and contacted Citywide Cleaners they said to bring it back in and they would re-clean it for free. They guaranteed a one-week turnaround as we are Nearing the date for her wedding and we needed to get alterations done. I dropped the dress off that time in ********** at ********* grocery store because it's close to my work. I was contacted one week later (4/10) stating the dress would be ready to pick up on April 11th. On April 11th I went to ********* to pick up the dress a cashier named *** helped me, I explained the issue that I had she said "they're notorious for that that's why a lot of people don't even use them anymore". I said do you mind if I open it here and take a look at it she said "no please do". With her standing there as a witness I noted the same black scuff marks all over the train. I took pictures in ********* grocery store with *********************** there. I also contacted Citywide in front of *** on my cell phone. They told me to send them the photos to an email address. I sent the photos and requested a refund at that time, as I will need to take it somewhere else to have it cleaned after alterations, because we are running out of time. I have been in contact every week since then, at least two times per week, trying to get a hold of **** who they say is the boss. Left several messages for him with no return call from him. The two people that answer the phone told me he would offer me a half refund and wants another chance to make it right, this is unacceptable I want a full refund.

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 taken my brand new coat to be cleaned on March 1st and picked up on 14th , the cleaners advised two week for pick up . The fur on the coat was damaged during the process . I pickled up my coat and the cleaners will not accept responsibility or accountability for the mishap. The picture with the scarf and sunglasses is the original look of the coat and the second photo shows the coat where the fur is to now look like carpet

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  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 had taken my dry cleaning in on Monday October 3rd and they said it would be ready by Friday Oct 7th by 5:00pm. I didn't go pick it up until that Monday Oct 10th. At the time of pick up they said it wasn't ready yet and I could come back after 5:00pm that day. When I went to pick up the dry cleaning on Tuesday I noticed they had shorted me a shirt, when I asked where the other shirt was at they said it was still in process. I told them I needed that shirt for a competition this weekend and to have the manager call me. The manager finally called me back after my husband had to call and she said they had damaged the shirt and I could go get new buttons and they would have their seamstress put them on. I called back on Wednesday early morning and left a message that I didn't have the time to go searching for buttons and to either have their seamstress get something that would match close to what was originally on shirt or that I could order another shirt and have them reimburse me. I did not hear anything back from them so I called today (Thursday) at 7:30am and they said they never got my message. I told her the options for resolving the damaged to the shirt and she said she would talk to the owner and get back to me within the hour. I called yet again at 10:00am today had to leave another message because she did not call me back within the hour. The lack of communication and getting our issue resolved in a timely manner is unacceptable to me.

  Business Response

  Date: 10/31/2022

  A women's blouse was dropped at the cleaners, a long with other garments on Monday October 3, 2022, the garments were processed on Thursday October 6th, 2022. The blouse was processed according to the attached care label, using the standard cleaning process. Post cleaning, it was discovered that the blouse could be professionally cleaned, but the attached buttons were not constructed of material able to be cleaned. That same Thursday or Friday morning the retail store lead was contacted by the dry cleaner, and asked to contact the customer immediately, to inform them the garment could not be cleaned per it's stated care label, the buttons were damaged. However as a courtesy, our seamstress would ******* buttons on at no charge. We asked that the customer to select buttons she likes because there are so many varieties. Our staffs best guess *** not be satisfactory for the customer. 

   

  It was not know by management that statements were made regarding delivery dates/times, and that information and follow-up communications were not being properly handled, both to the customer and internal managers. Once it was communicated that the customer wanted an immediate solution, even though the garment damage was not caused by improper cleaning, but rather a mis labeled care label, full cost replacement cost was authorized.

   

  Upon researching the communication issues, management agrees with the statement "...lack of communication and getting our issue resolved in a timely manner is unacceptable ..." Of note, the company is facing staffing challenges and at times staff *** be burdened to provide timely responses. However, that should not be a customers concern. 

   

  We are very sorry this customer received a much less that perfect experience, one that should have been a quick communication/ solution.

   

  Sincerely,

   

  Citywide Cleaners Management