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:09/24/2024

  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.

  On April 3, 2024 we dropped off a silk blouse to the cleaners. There was a small stain, but not black and not mold. We picked up and the blouse was covered in black spots and they told us it was mold and couldn't do anything about it. There was no resolution, no remorse, and no other explanation. I would like a refund of the blouse price (approx $90).

  

  Business Response

  Date: 09/24/2024

  We will redo garments with which the customer is not satisfied. We do not guarantee stains coming out.  We had cleaned the exact blouse multiple times, to no avail. We put a note on the garment saying that we could not clean it anymore for fear of damage to the blouse. We did not put a stain on the blouse.  It came in with a stain to be removed.  When we couldn't safely remove the stain, we returned the garment. Silk blouses are dry cleaned. There's solvent involved, no water from our side.  No way that we get mildew on a dry cleaned garment.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22331251
  
  I am rejecting this response because even though there was 1 small stain, but it was not a mold stain. The blouse was covered in mold after the first cleaning and even more the second time. Mold can be caused on clothing at a dry cleaner and this could happen for the following reasons:

  - Clothes are not completely dried: If garments remain damp after cleaning, whether from water in wet-cleaning processes or from the environment, mold can grow.

  - Improper storage: Clothes stored in a humid or poorly ventilated environment after being cleaned may develop mold.

  - Contaminated equipment: If dry-cleaning equipment or the cleaning environment isn't well-maintained, it might contribute to moisture buildup or introduce contaminants that could promote mold growth.

  I believe one of those reasons above was the cause for the additional stains that were mold that kept spreading. I look forward to a resolution with you on this. 

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

  

  Business Response

  Date: 09/26/2024

  We do not dry clean any one piece in a vacuum.  We clean at a minimum 25 pounds in a the dry clean machine.  Clothes go in dry, solvent is introduced; the clothes are cleaned.  Solvent drained out, the clothes are dried before they come out.  There's a sensor to ensure garments are completely dried before the machine stops automatically. Clothes don't come out of the dry clean machine damp, as the sensor is there to prevent the operator from being exposed to the solvent. Hence the likelihood of a damp dry clean garment is almost impossible.  Moreover, if it was the case,  this wouldn't have happen to just one piece.  All of the pieces cleaned with your blouse would have had the same problem. Unfortunately, no one else complained about this. 

• Initial Complaint

  Date:07/11/2023

  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.

  This business' policies are unfair, quality control is one sided and owner's attitude is bad. They have damaged two of my shirts, one recently. For the first incident, the damage was rather minor. I continue to wear that shirt for more than 6 months and I did not file a complaint. The newer experience took place about 3 months back. I saw a minor hole on the shirt in the morning. Similar to my earlier reaction, I decided to wear the shirt to work. By the time I returned in the evening, there were 5 or 6 other holes which had developed. I filed a complaint this time but the manager ***** refused to make amends because I had not brought the issue to their attention prior to wearing. She even replied after 3 weeks of waiting and after me leaving her a reminder. I asked to speak to the owner who lives in *********. ***** stated that he or she will call me. That conversation took place on Memorial Day weekend. I have yet to hear from the owner and am still waiting for a resolution.Store's policy appears to be buyer beware after the dry cleaning is done. Whereas on the incoming side, they check the clothes and highlight any prior issues to the customer. Fairer policy would be to implement a similar quality control on the return side. In my second experience, it definitely feels that the store knew about the created problem before they returned the shirt to me. I have a feeling that they tried to hide the issue. There's no reason that only one hole was visible in the morning and more holes showed up after just half a day of wearing.Attached are a photo from my earlier incidence and a copy of complaint. I am requesting BBB assistance in resolution as well encouraging this business to adopt a fairer business practice.

  

  Business Response

  Date: 07/26/2023

  We process about 25 lbs to 55 lbs if shirts at a time.  There is no way one shirt out of 50 will come out with this type of damage, leaving all the other shirts unscathed. Moreover, by industry standards, the lifespan of a commercially laundered shirt is two years (50 washes). Clothes like everything else depreciates. This shirt is $20 and is three years old. There is no replacement value as such whatever we give this customer will be a good will gesture. 

  I will reach out to the customer and offer him in store credit as a goodwill gesture. I hope he finds that acceptable. 

  Customer Answer

  Date: 08/09/2023

   
  If possible, please do what you can and forward this response to CD One Price Cleaners.
  - I accept the fact one shirt out of so many can get damaged. No issue with that statement. This can be a human error.
  - But I will not accept any implication from them that they have no responsibility to check the shirts before they return these to the customers. This quality check should be implemented internally.
  - Instead of implementing a "buyer beware" policy, they should catch these errors ahead of time and call the customer to let them know before they pick up the clothes.
  - By not doing that, they are in a way trying to hide the situation from the damaged customer.
  - Also, there should not be this much effort required for the business to make amends.
  - Upon my initial complaint, the Manager did not call me for 3 weeks and then refused to take responsibility. And owner did not call back despite the promise made to me.
  - Only after my BBB complaint, they have relented and grudgingly offered a recourse.
  - I don't accept their statement that a shirt life is only 2 years. I am sure that this statement is not based on any scientific research. This is just a business person's way of minimizing the depreciated cost.
  - The reimbursement cost I have asked for is for 2 shirts. Photo of the yellow shirt with the torn collar was included in the BBB complaint.
  - If they want to provide a credit, then they should provide credit for both shirts, not one for which I filed the initial complaint.
  - While the depreciated value may be less, the post-pandemic replacement costs have gone up substantially. Plus I buy these shirts in *****. There's effort involved in buying these as well. These facts should be taken into account for the shirt valuation.
  - If the business wanted to offer a credit, why is that amount not included in their response. Despite the credit offer in their response, no one has called me either.
  - They need to figure out a way to treat harmed customers fairly and ethically.
  - To encourage them to think about this fairer policy, I wanted the business to donate some money to BBB. They should seriously consider this request.
  
  I will appreciate it very much if you forward this delayed response to the merchant. Hopefully they will reconsider their offer and resolve this issue in an acceptable way. If this does not happen, I will be fairly disappointed and not encouraged to return to this business. Let's hope for some fairness and justice. Please call me if you have any questions. Thank you very much for your kind assistance.
  
  ***********************
  **************

  

  Business Response

  Date: 08/22/2023

  Like I wrote in my last response to this customer, through your ************ willing to give him a credit toward future dry cleaning.  I think $10 credit toward future dry cleaning is more than fair for a three year old shirt that cost $20.  I will reach out to the manager to call him on Thursday 8/24.

  Customer Answer

  Date: 08/28/2023

   
  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. Please note that the business has now paid me the amount I asked for damaged shirts. It took me a persistent 3 months effort for One Price CD Cleaners them to pay up. Thanks to Better Business Bureau for helping out
  
  Sincerely,
  
  ***********************