Complaints

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

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  American Cleaners

  13960 Manchester Road Ballwin, MO 63011

• 

  American Cleaners

  5452 Telegraph Rd Saint Louis, MO 63129

• 

  American Cleaners

  7501 Delmar Blvd Saint Louis, MO 63130

• 

  American Cleaners

  8034 Big Bend Blvd Saint Louis, MO 63119

• 

  American Cleaners

  2211 Lemay Ferry Rd Saint Louis, MO 63125

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:05/05/2025

  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.

  I brought a new blazer to American Cleaners on March 19, where the tags were removed and was advised by American Cleaners to clean it. The dye bled during cleaning, damaging the blazer. Despite multiple treatments, the issue couldnt be fixed. Though American Cleaners acknowledged fault and promised no charges and follow-up, I was later told ******brand items are prone to bleeding and American Cleaners denied me reimbursement. I am seeking full reimbursement from American Cleaners for damaging my garments.American Cleaners ********************************** ************** Headquarters $89.44 was the amount of the garment that was destroyed.Blazer was purchased on 3/10/25.They offered to give me a credit for the amount of the cleaning expenses, but I declined because the blazer is completely destroyed due to negligence on their part and they are blaming ***** citing a manufacture defect.

  Business Response

  Date: 05/27/2025

  We understand how frustrating it can be when a garment fails.  The ************************ requires garments to have a care label that states how to safely clean that garment. We follow those care label instructions.  If that garment fails while following those care label instructions the manufacturer or retailer is responsible to that consumer.  It is assumed that the care label is a warranty of care. If the garment fails after following the care instructions, the consumer has a right to refund or exchange from the retailer or manufacturer. Dyes that run are considered manufacturing faults caused by the manufacturer failing to test their product.

  Our clerk gave Ms. ***** her $48.00 order at no charge.  Due to ******* negligence, we are out $48.00, and Ms. ***** is our $89.44.  We cannot get our money back from ****** but Ms. ***** should be able to get hers.  Ms. ***** should pursue reimbursement from ***** for her garment that failed. She should also consider making the ************************ aware of the problem with her garment as there are others out there having similar problems with garments from that manufacturer. 

• Initial Complaint

  Date:02/07/2025

  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 this Christmas, I baked a cake and made a powdered sugar glaze for it, when I was carrying it in a cake holder, I didnt realize that the glaze was dripping on the sleeve and front of the coat and it hardened I was at dinner with attorneys and judges and I was very upset about the icing that I couldnt remove from my jacket, I have names and numbers, I took my coat to American Cleaners on Tesson ferry and told them what I wanted removed, I was called about a week later and told that if they cleaned my coat, it would damage it, I said dont touch it, Ill come and pick it up, when i received the coat it was totally clean, but the fur was missing and everyone noticed it immediately, I had only worn the coat a few times, ***** in customer service said that when she saw the coat it was clean and the fur was coming off, someone lied to her about not touching my coat before they showed it to her, the fur wasnt coming off and the coat didnt clean itself 

  Customer Answer

  Date: 02/07/2025

  I attached a picture of the tag on the coat tagged 1996 and a pink tag saying savage left front y inside,I wasnt charged because she claimed that they never did anything to my coat 

  Customer Answer

  Date: 02/07/2025

  There was no charge because the ****** store called and said that they could possibly damage my coat and I told them not to touch it and they did something to it anyway or before they called 

  Customer Answer

  Date: 02/07/2025

  There was no charge because the ****** store called and said that they could possibly damage my coat and I told them not to touch it and they did something to it anyway or before they called 

  Customer Answer

  Date: 02/07/2025

  There was no charge because the ****** store called and said that they could possibly damage my coat and I told them not to touch it and they did something to it anyway or before they called 

  Customer Answer

  Date: 02/09/2025

  The ****** store called me and told me that they had my coat,I dropped it off at the ****** and ******** store 

  Business Response

  Date: 03/03/2025

  We are sorry to hear there is an issue.  When we call a customer with a concern that cleaning the item could cause a problem, we wait to hear from them before processing.  In this case, the customer was called and told the fur may come off and the brown finish could crack, peel, or ******.  The customer did not want to take the risk, so the garment was returned to the store not cleaned.  The store where the customer dropped off this garment does not have cleaning equipment, it is drop off and pick up location only. When the specialty garments are delivered to the main plant, they are sorted and anything with a concern is set aside to wait for permission to be cleaned.  No garments are automatically cleaned.  

  When we do get permission from a customer to clean a garment there were concerns about, if it fails in processing, we call that customer to make sure they are aware.   Often, when a garment fails in processing when the care instructions are followed, they should return that item to where is was purchased as the *** requires all garments sold have a permanently attached tag with cleaning instructions with which the item, including its trim, may be safely cleaned.  The retailer often has recourse with the manufacturer. 

  Customer Answer

  Date: 03/06/2025

  I see that American Cleaners are just refusing to investigate and admit that my coat was cleaned anyway,resulting in damage,I know where the coat was taken and I know why I brought it in,it had a glaze all over it,***** said that it wasnt there by the time that she saw the coat and its not there now but the fur is falling off,you are the most dishonest people that I have ever had to deal with and your employees know what happened,I have already bought a new coat,I hope that they leave this complaint up so that people will know exactly how you do business..,,,

• Initial Complaint

  Date:08/09/2024

  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.

  I put a shirt in the H3334**30313633383031H 2 months ago. When it was put in, there were 0 spots on the collar, however, I received the shirt back with a spot on the collar. They sent it back to the main factory, and the spot was still there. They resent it and when they got it back. They said they could not remove the stain from the collar so they would order me another shirt. I told them how much it costs (125) and they would order the shirt. 3 weeks pass, I called up and spoke to ***** and they told me that macy&#**;s did not have that shirt in stock. She was the one who told me she had the shirt and would replace it. I have gone back and forth for 2 months now. Since they cant seem to find it, I asked for money back and she did not want to hear it. I was trying to talk to her about this and she hung up on me. My wife is also having a similar problem. I put a king size down comforter in and when I got it back I got yellow stains. I showed them and said it was not on it when the comforter was put in. Much like with the shirt, they were sending it to get fixed. This was the end of June. Every time I called back, they tell me it is at the location but when I get up there it isn&#**;t there. Im wasting gas and time. ***** was also working with me on this and also gave me the same run around. Our ticket numbers were 1025 and 1024, this was at ********************************************************************

  Business Response

  Date: 08/26/2024

  This is in response to your letter dated Aug. 9th which we received on Aug. 22nd.  We will be reaching out to both customers to settle this issue.  We do not guarantee that we can get out every spot but will always work on spots or redo an item at no charge if spots do not come out the first time through.  We understand the frustration of making multiple trips to a location.  Please give us a couple of days to take a look into this and get it settled.  We will be contacting both customers listed on your letter and resolve the issues.  Thank you for your assistance.

• Initial Complaint

  Date:05/14/2024

  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.

  They were suppose to clean and preserve a wedding dress. The first box was broken when I got it. The second box was the wrong one. After 2 months one of the managers stated she would order the correct box and refund my money. 2 weeks later I called back to see where we were with things. **** and/or ***** said no one else could help me and the other person was out sick and no idea of her return date. **** and ***** are rude, they call themselves managers, but really they just answer the phone.

  Business Response

  Date: 05/20/2024

  Today we received your letter dated May 14th.  A refund check was issued on 05-16-2024 to the customer.  A replacement box was delivered to the store last week for her to pick up at her convenience.  We apologize for the inconvenience that this delay has caused.  We are still experiencing supply chain issues on getting supplies, even the wedding gown preservation box we special ordered for the customer.  She is correct in that we had a team member out due to a serious medical issue that resulted in a few extra days in getting her refund to her.  

• Initial Complaint

  Date:04/17/2024

  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.

  I am writing to express my dissatisfaction with the dry cleaning service provided by American Cleaner on April 12, 2024.On that date, I entrusted my Suit Supply blazer to your establishment for dry cleaning. However, upon receiving the blazer back, I was dismayed to find that it had been improperly laundered, resulting in shrinkage, color change, and complete ruin. As a result, the blazer, which originally cost me $580.29, is no longer wearable.This incident has caused me considerable inconvenience and financial loss. I rely on my blazer for professional and personal occasions, and its ruined condition has left me without a vital wardrobe piece.I kindly request that American Cleaner take responsibility for this error and provide appropriate compensation for the damaged blazer. I believe reimbursement for the full cost of the blazer, $580.29, is a fair resolution to this matter.Please let me know how we can proceed to resolve this issue promptly. I appreciate your attention to this matter and look forward to your prompt response.Thank you for your understanding

  Business Response

  Date: 04/30/2024

  We received two letters from you dated 04-18-24 and 04-25-24 in today's mail.  We will be glad to work with the customer in settling the issue with his jacket as soon as we have the jacket back so we can confirm that we cleaned that item, and that damage has occurred.  We will be contacting the customer again this week to work on this issue.  Thank you for your assistance. 

• Initial Complaint

  Date:03/12/2024

  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 went to the store located at ******************************************************************** last month. I put a white business shirt in. I noticed a had a spot on my shirt where it would be tucked into my pants. She gave me the number of someone who can help me with this. I did speak to the woman. First they said the spot must have been on there when I brought it in. I explained that part of the shirt was always tucked in, so it did not have anything on it. They said it had to be sent out to get it clean. They called me eventually to pick up the shirt. It was supposed to be ready on Friday. They called to let me know it would not be ready due to equipment issues, come on Monday instead after 4. I arrived on Monday, but they did not have it yet. When I showed her the ticket, she couldn&#**;t find the shirt. She thought I picked it up already. I let her know it was a no-charge for this shirt. They did not call me to tell me the shirt would not be ready on Monday. I wasted my time coming to get the shirt. The ticket number 4618.

  Business Response

  Date: 03/25/2024

  Thank you for contacting us about the shirt for our customer.  We apologize for our clerk not locating the shirt when the customer came in to pick it up.  The shirt has been available and ready for pick up for at least a couple of weeks.  It has been hung to the side so it is easy to locate when the customer comes to pick it up.

• Initial Complaint

  Date:12/15/2023

  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.

  June 26 I took a Evan Picone 2 piece black and white checkered suit to the cleaners and was due to pick it up on July 3. When I arrived it was not there. I spoke with a Hispanic male early 20s, and he told me it was not there. He told me he would continue to look for it. On July 10 I took another another Evan Picone 2 piece all black skirt suit to this cleaners and asked them about my previous items. I was told they hadn't found it and they are still looking. I picked up my second suit on July 24 and they gave me the skirt and not the jacket. I was told that they couldn't find the my jacket. He told me that he would call me when he find it. Ive been going through back for months after and he's still giving me the same the store that he does not know where it is. I paid $250 for the black and white suit and $260 for the all black suit.

  Business Response

  Date: 12/23/2023

  We are sorry to hear that there is a problem that has gone on a long time.  Our Customer Service rep was not aware of this issue.  We have turned this over to customer service and will be in contact with the customer after the holiday to resolve the problem.  Please feel free to call our office at ************ and ask for Customer Service.  

• Initial Complaint

  Date:05/17/2023

  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.

  I am a 90 year old disabled marine veteran and I bring my clothes here and I took a linen jacket to get cleaned and I went to get it and they told me they ruined it.  They washed it instead of dry cleaned it. No one called me and no one put a tag on it to tell me they were going to wash it They did so without my permission. So they ruined it and they told me to call the main office after making me wait a week.  So when I called the main office she was abrupt and arrogant and told me I needed to take the jacket back to the store I bought it from because it was defective, which is a lie.  The cleaners clearly ruined my linen jacket and now do not want to take responsibility for their mistake.  

  Business Response

  Date: 05/24/2023

  We understand how frustrating it can be when a garment fails to hold up as it should.  The customer states he brought in a linen jacket.  Our records indicate that the jacket that failed in processing was a ladies white polyester jacket with black faux leather trim.  The faux leather trim failed in processing.  Faux leather, which is usually polyurethane, separated from the base fabric.  We always follow the manufacturers care label when processing a garment.  According to the Federal Trade Commission's Care Labelling Rule, all garments must be able to withstand the accepted or recommended care process.  Therefore, the manufacturer should be held responsible when a garment fails when following the recommended cleaning method.

  We would be glad to offer analysis from an independent lab to determine the cause of the product failure if that would satisfy the customer. 

  Thank you for your assistance.

  Customer Answer

  Date: 05/31/2023

  I reject the business's response because :  I think they should have called me before they did anything with it.  I think they are treating disabled veteran's lousy.  

• Initial Complaint

  Date:03/02/2023

  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.

  I took a garment, a two-piece black suit, to the American Cleaners at the Saint Charles location (**** ***** ******* **** *** ******** ** *****) on December 31st. It was to be ready for pick-up on Wednesday, January 4. I returned on Saturday, January 28, which was within the warranty timeframe stated on the receipt ticket (NOT RESPONSIBLE FOR ITEMS LEFT OVER 30 DAYS). The attendant said the garment could not be located in the store and I would have to contact the main office. I contacted the main office the following Monday, January 30, and spoke to *****. ***** said she would have to investigate the concern with the other 20 stores, which could take up to 30 days before a response could be given. After exchanging my contact information, I was not contacted by ***** or anyone from American Cleaners. I reached out to American Cleaners again on Friday, February 10 and spoke to ***** again. ***** stated she had investigated the cost of replacing a suit from the clothier the suit was purchased - *** ** **** - at $299. I asked that tailoring be included in the costing as well. ***** said she would respond within a week with a verification from management of how the garment would be replaced with in a week. I did not hear back from her. I called the main office again on February 23, but ***** was not in. Again, I did not receive a response. To date, American Cleaners has not generated any communication towards replacing the garment. I have provided my contact information to the store location as well as with ***** at the main office. This is not an acceptable business practice and I want the suit replaced.

  Business Response

  Date: 03/07/2023

  We apologize for the miscommunication with the customer on this missing team.  We have turned this over to another manager in the company.  A call was made to the customer today, but we had to leave a message.  We will continue to reach out to the customer to make sure this is resolved quickly.  Thank you for your assistance in this matter.

   

• Initial Complaint

  Date:02/16/2023

  Type:Customer Service 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.

  This is for the location at **** ****** ***** *** ****** *** ***** **** ******** 
  I took 3 pair of pants and one pair of pants needed a zipper. I asked if the pants with the zipper install would they be cleaned a gentleman stated yes. I did not receive the total for the amount for the zipper, and cleaning. They should have included the price of putting a zipper in. I come back to get the pants the two pair pants were clean, but the pairs with the zipper where not back yet. I returned to get the pants for the zipper at a later date. I returned to get the pants
  They should have wrote the amount done on the ticket that of how much to put the zipper in. They should have wrote that on the ticket. I was quoted of $18.00. I called cooperate and I was informed that putting in a ticket would cost 13.00. The total price for one pair of pants including a zipper install was $25.00
  
  I asked in the beginning how much the pants would cost with the zipper install, but could not get a price, but I could get a price for everything else I had cleaned.
  I would like for them to get the total correct, so I can pick up my pants is it $13.00- or $18.00.

  Business Response

  Date: 02/22/2023

  We do not know where the confusion about the pricing originated.  The price for cleaning and pressing the jeans is $5.50 and the price to replace the zipper in the jeans is $13.00, making the total order $18.50.