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:03/03/2024

  Type:Product 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.

  I brought my wifes jacket which was in excellent condition to the Zips in *******, MD to have dry cleaned. After delivering the item to Zips and paying for the service, I later went to obtain the jacket a few days later. While getting the jacket, the representative advised me that it was damaged. I was advised that they did not follow their policy and prior to dropping the item off, they should have supplied me with a waiver form (which they did not). They continued to advise that they were keeping the jacket and the manager would contact me.The manager later called and said, I need to provide a receipt of the clothing in order to be reimbursed for the jacket and that they failed to provide a liability form for the jacket upon delivery. I advised the jacket was approximately $200 when purchased and no longer have a receipt. She then advised I needed to do more research to prove price of jacket, which I did and provided. She then later contacted me and advised they will only reimburse me for 35 dollars for the jacket. I told her the jacket was in excellent condition with no damage when it was brought in, and was there to just be cleaned. I also told her I wanted to obtain the item, which she advised she would not release to me. In summation, the item was in excellent condition when delivered. It was damaged under the care desk f ZIPS. In addition **** failed to provide a customer with a liability form (if known would not have had dry cleaned). A unfair reimbursement offer was provided that would not even come close to paying for an item similar to the one damaged. An attempt was made to obtain the jacket as evidence in preparation of further legal actions, which the establishment fails to provide. In addition they did not reimburse the cost of having the article dry cleaned

  Business Response

  Date: 03/11/2024

  Hello, 
  Our terms and conditions outline our policies regarding our processes and are provided at the point of sales. We have no way of knowing in advance how a garment will respond to the cleaning process as many variables (age, exposure, etc) can affect the outcome. We follow strict adherence to the garment care label provided by the manufacturer. This garment says DRY CLEAN ONLY, which it was. Although our liabilities are limited, our customer service team will at times and at their discretion recompense for damages. It is not an admission of fault and is done with goodwill and should be seen as such. We asked the customer to provide a receipt however none was provided. Used garments are not replaced with new garments. If the customer is not satisfied with our remedy, we suggest they contact the place of purchase or the manufacturer and file a claim for defective garment. 

• Initial Complaint

  Date:08/28/2023

  Type:Customer Service 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 dropped off an authentic 70s vintage dress for the bottom to be repaired. The top layer had a tear. The seamstress said 7 days. I picked up and asked for the slip under the bottom part to be repaired too. Seamstress said 7 days. About 2 weeks went by, heard nothing about pick up. Called last weekend to check. Employee said my dress had been picked up?! I left message for manager to call me. Lette returned my call, caught her up and hoped she would find my dress. Later that evening she left me a message stating she found it. Earlier this week I picked up my dress. I called Lette to speak to her about the damage on my dress that was not there when I dropped it off and since it is irreplaceable at the very least I would like to request a refund. Lette said she had to review footage. I explained to her I was not lying but she explained it was protocol. My dress was there for 3 weeks. I knew Lette was helpful but overall this service caused more inconvenience than I could imagine. I left a honest review on google under their business profile. Some time after Lette had called and left me a message. I returned her call hoping she saw I was telling the truth about the damage which occurred within their possession but instead she argued with me?! Accused me of bashing her online, etc. The conversation was so argumentative that I asked if she was calling me to argue? I added I thought was she calling to inform me of my dress? Lette went on to be argumentative so I told her thanks for calling and hung up. Following I tried calling corporate but they were closed. So I emailed them, updated my google review to include my argumentative conversation with Lette, and now filing this complaint. Customers pay for a service which should be professional and accommodating not insulting and an inconvenience. Now I am left with my first experience at their location being my last, a damaged/irreplaceable vintage dress, and no refund. Inexcusable behavior for any business!

  Business Response

  Date: 09/18/2023

  Store policies listed in-store and back of receipts that allow for 30 days to investigate and resolve issues. Store manager reached out to customer to and asked they not disparage the business online as they were still attempting to remedy issue. Customer insisted there was no remedy because the garment was vintage. 

  Customer Answer

  Date: 09/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because that is not why the manager called me. She initially said to me that I’m bashing her on the internet and proceeded to argue with me. I wrote a review complaining about my experience prior to her help and praised her online for her current help with my ruined vintage dress. Your manager is not being transparent about her conversation with me. I had to hang up and seek another resolution for my destroyed dress due to yet another issue with my first experience with this zips location. Hence why I reached out to corporate. When corporate was closed I contacted the BBB. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Customer Answer

  Date: 09/19/2023

  Attachments accurately show my review before and after my conversation with the manager, Lette whom unfortunately chooses to not be transparent about our conversation. Never was I told it will take 30 days for her to review the footage. The dress is irreplaceable. Therefore a refund is the least the business can do considering my review initially/mostly was about my bad customer experience prior to the dress damages until Lettie’s surprisingly unprofessional behavior.

  Customer Answer

  Date: 10/02/2023

  My dress was damaged within the 30 day window because it was less than a week after I picked it up and complained to Lette about the damage. Why is the company not reimbursing me over a dress they definitely damaged and cannot be replaced since it is authentic vintage?

• Initial Complaint

  Date:05/08/2023

  Type:Product 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.

  On 3/11/23 i dropped a pair of maroon wool drapes, 91 inches wide to be dry cleaned and paid $40.00. On 3/29/23 I went to the cleaners to pick up my drapes and was informed they had a problem. When the employee, (Leti) brought the drapes out to me I could see the wool drapes were at least 3-4 inches shorter than the lining.I was told they washed my drapes. My drapes were professionally made by ******* Drapery Den who I tried to contact but is no longer in business. The drapes are about 5 years old and match a custom window treatment. I finally went back to Zips 4/15/23 to talk to the manager (*******) and was told she needed to speak to the owner who would probably write me a check for the damage. 4/24/23 again back in Zips and told the owner would call later, called before 7 PM and spoke with ***** who would relay to the message to manager. I was called by an employee on 4/24/23 and offered $60.00 for settlement because my drapes were damaged.. I refused this settlement and told them I could not replace the drapes for $60.00 Since that date I have had no response from Zips Dry Cleaners. Sad to say I cannot find a receipt for the drapes. I have received a refund for the $40.00 charge for cleaning and pressing.

  Business Response

  Date: 06/02/2023

  Contacted the customer to discuss resolution. Am waiting for reply back. 

  Customer Answer

  Date: 06/09/2023

   
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/15/2023

  Type:Product 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.

  To Whom It May concern,
  
  I am growing deeply concerned about the resolution of this situation.
  
  My wife and I have waited approximately 5 month for a resolution to a problem that is not our fault.
  
  My name is Dr. **** ****** and my phone number is ###-###-####. On Saturday, August 6th, my wife visited your Bel Air location to drop off clothes to be cleaned and one suit jacket to have a button sown on.
  
  So, we paid for my first transaction with 20 pieces (Claim Check #: ****** for $59.80), which was scheduled to be ready by Monday, August 8th. Then, she took the jacket to the seamstress who then provided the necessary information, charged us for the alternation and dry cleaning the suit jacket and gave me a second ticket (Claim Check #: ****** for $10.99), which was scheduled to be ready Monday, August 15th. Unfortunately, this ticket was associated with a different customer (******* ***** - ###-###-####).
  
  On Wednesday, August 10th, I, Dr. ****** picked up the clothing associated with the first ticket. My wife came on Thursday, August 18th to pick up the second ticket (the suit jacket). During this visit, we learned that someone picked up the item. At this time, after repeated attempts to either retrieve the suit jacket with no resolve, I believe we may need to count my suit as loss. Therefore, I would like to request compensation for the lost suit. My suit is a tailored "1905 ********** **** *** * ****" (3 piece suit) jacket **** ******* ** **** that cost me apprx $1,100.
  
  From a customer service perspective, I am not satisfied with Zips communication or sense of urgency. One of the reasons why ****** * ***** suits are so expensive is because they ensure the jacket and pants are cut from the same cloth. So, we can not just replace the suit jacket, i must get an entire new suit. I have been extremely patient and the store is no longer communicating with me. At this point I have 5+ emails and no resolution.
  
  Thank you for your time.

  Business Response

  Date: 02/28/2023

  Hello, I am the owner at ZIPS Cleaners in Bel Air. I have been made aware of the situation by my staff and have reached out to and spoken to the person that is in possession of the sports coat. They have assured me they will have it returned to the store on 3/11. I intend to follow up with them prior to ensure this happens. My first priority is to ensure the garment is returned and then I will with Mr ****** to accommodate him for the terrible inconvenience.