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:Product 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.

  Issues have occurred within the last several months prior to August 12, 2024. While using various other drycleaning establishments over the past 50 years, i may have had only 1 necktie slightly damaged. Over the past few months using ************************ i have ***** pieces of clothing damaged. Also, a pair of slacks to an expensive suit were lost prior to the damaged clothing. I have spent hundreds of dollars for this drycleaning service and i am completely dissatisfied. As of August 12, 2024 and several visits to Zips i have not been informed of a refund AND REPLACEMENT of damaged items. I ask that the BBB please assist in resolving this matter.

  Business Response

  Date: 10/03/2024

  Hello, My name is ********* Key- **** (**** is what I'm known as) I am the manager at **** located in ************; *************** has used our business for awhile now and has had some problems that I attempted to solve, however we have process that I have to go by, first I have to make a special ticket saying that there is a complaint ,then which if there's a piece or pieces of clothing that are damaged has to be left at the store so that the owners can see them  before making  a decision on what to do , but Mr. ******* never wanted to leave the damaged items (on more then one occasion) so that the owners could see them so that's  the reason that his items were never replaced or paid for ,  I have informed him of this.

   

   

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  Customer Answer

  Date: 10/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22134229
  
  I am rejecting this response because: I appreciate ********************* and her efforts to resolve the matter involving the clothing damage that was caused by their employees, but it is difficult to wait several weeks, or months when i have to readjust what to wear when nearly half of my clothing items have been damaged. I have left the clothing on 2 occasions and have returned with them on 2-3 other occasions, but i find it difficult to understand why i have to wait until the owners who may be out of state and maybe 200 - 300 miles away, and quite busy running this business, to have to personally and visually inspect each item before it can be replaced or compensated for. I am sure that ******** owners don't have to stop their vacation to return to their stores around the world to visually inspect each customer returned item before a refund can be issued. I am sure they have people in place to handle customer concerns. **** is an established and well-known business and i think they should have something similar in place to handle customer complaints and concerns.
  
  
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/09/2024

  Good Morning, I am one of the owners of Zips Cleaners in Bowie Md. As my manager previously stated in her response, we have processes before a replacement of compensation can be completed. As owners, we stop by each location once a month (or sooner if needed) to review all claims and at that time replacements or compensations are processed. Without the garment for us to review, I won't know what to replace or compensate. If the customers refused to ***** with **** regulations then there is only so much that can be done. The claim process is stated on the back of each receipt. We are happy to work with our customers if a claim is caused on our behalf however we can't proceed without the garment for review. I will contact the customer to explain this to him myself even though our manager has explained this process to him multiple times. I hope he understands and is willing to work with us to resolve this issue as again we are more than happy to resolve any issues in our stores. 

  Thank you,

  **** *********

  Customer Answer

  Date: 10/23/2024

  Recently i returned a phone call from **** and was told that a settlement amount was negotiated with the BBB. I am not aware of this negotiation or the amount. I will make arrangements bring the damaged clothing when someone is able to inform me of when the owner will be at this location. 

  Complaint #: 22134229

  **** *******

  Customer Answer

  Date: 11/04/2024

  I cannot accept that a lack of response from Zips could be sufficient enough reason to close this case, and for your office to do so would be equivalent to dismissing a court case against a known criminal simply because the known criminal didn't give any feedback, and decided not to show up in court. I think this case is still in the hands of the agency that is supposed mediate and or help resolve complaints of this nature.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair 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 dropped my clothes off to be cleaned 5/20/24 and picked up 5/23/24. Upon checking my clothes when I got home, I noticed my ***** sweater was ruined. I contacted the store the next day and dropped off. They told me to wait a few weeks until the owner of the store can view it. Im told from the manager the owner took my sweater to the ***** store in ****** corner to verify the authenticity of my sweater using the code on the tag. The owner said the store wasnt able to authenticate and deemed the sweater as unauthentic. I contacted ***** corporate office who told me that no store can authenticate a piece of clothing. I relayed the message to the zips manager who also spoke to the corporate office who reiterated what I told them. This was on June 13th. Since then I havent heard any messages from the owner. The owner originally offered me $90. I sent the manner my proof of purchase for $492. Something needs to be done

• Initial Complaint

  Date:08/20/2023

  Type:Service or Repair 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.

  A sweater that was damaged by a worker in the store. The store is claiming that rejected cleaning the sweater after they notice the faux leather. I have proof of a photo of the sweater that is a time stamp before it was brought into the store. Also, I took a picture of the tag on the collar of the sweater that shows the tag was rolled due to the cleaning. They are refusing to give compensation for the damage they did. This has been going back and forth since April. I have left numerous messages for the store owner to call me back and they keep saying he will call you back. I have not received a call back yet. Unable to attach the photo The photo was taken while out of town on March 31st and it was brought to the store on April 3rd.

  Customer Answer

  Date: 10/04/2023

  I got tired of the store refusing to respond back to my repeated messages left for the manager.  Each time I was told the owner will call you right back or he will call you when he comes into the store.  I went back to the store to retrieve the sweater.  Someone at the store put barbacue sauce on the back and front of the sweater.  So not only did they dry clean a sweater with faux leather a the wrong temperature or used the wrong chemical.  Which cause the leather to peel, they damage the sweater stains.