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 has 23 locations, listed below.

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  American Cleaners

  13960 Manchester Road Ballwin, MO 63011

• 

  American Cleaners

  8637 Olive Blvd Saint Louis, MO 63132-2503

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  American Cleaners

  10655 Saint Charles Rock Rd Saint Ann, MO 63074-1618

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  American Cleaners

  10000 Manchester Rd Saint Louis, MO 63122

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  American Cleaners

  15372 Manchester Road, Ballwin, MO 63011

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:11/01/2022

  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.

  The young lady that works there gave me clothes that didn't belong to me. They belonged to my friend and I was not authorized to pick them up. She gave me her clothes and they didn't give me all of my clothes. I let her know they didn't belong to me. They haven't given me all of my garments and didn't give me all of my friends garments either. They claim there is nothing they can do about it. They didn't ask me for an ID or my phone number. I am not authorized to pick up my friend's clothes. She just gave me the items. They didn't follow their protocols. Then they called the police on me and told me to take it up with the owner. The police said it was a civil matter.   I called corporate and they told me I needed to address it with the person that owns the clothes and not American Cleaners. They told me to bring my friend's clothes back.

  Business Response

  Date: 11/14/2022

  This customer, Ms. L. brings in and picks up orders with two friends.  Sometimes they come in together, other times they come in individually.  All those orders have been left with Ms. L's name and number, even if it is one of her friends doing the dropping off and picking up.

  On 10/15/22 a friend of Ms. L's dropped off 10 orders under Ms. L's name and number.  On 10/20/22, another 3 orders were dropped off under Ms. L's name and number.  On 10/10/22, those 13 orders were picked up.  On 10/25/22, one of Ms. L's friends brought back 5 of those orders for a redo.  On 10/26 at 3:46 pm, those 5 orders were picked up by Ms. L. at the same time she dropped off another order.  On 10/31 in the evening, Ms. L. came into the store claiming 10 pairs of her friends' pants were missing and demanding they be returned to her.  She refused to leave the store.  She was intimidating and threatening to the teenage clerk.  Ms. L was asked to please call customer service the next day during business hours so we could get the needed information to look into her claim.  The next day, instead of calling our customer service representative, she went into the store and again started to demand her friend's pants that she had picked up the week before.  She was harassing and threatening the staff, so police did come and ask her to leave.  She did finally speak to our customer service rep several times.  Ms. L. was asked to bring her friends pants back as she insisted, she should not have been given the pants, even though they were in her name and phone number.  She did bring back some of the pants and picked them up on 11/5/22 at another one of our locations.

  We have audited the orders written and picked up to make sure there were not any additional orders for Ms. L or her friends.  We have looked through every item hanging in the store to make sure there is nothing else there that belongs to them.  Our records indicate that everything Ms. L and friends have brought in have been picked up by Ms. L and friends.  We do not send out incomplete orders.  We do have signage in the store stating that once you leave the store with your order we assume it is satisfactory and complete.

  Customer Answer

  Date: 11/14/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: store clerk Ms ****** stated that the order  I picked ked up on 10/25/22 was not completed  the oder was 30 trousers and 20 was ready the the original  $300.00 order I paid for on 10/15/22 was incorrect  because  of the creases in the trousers I have been coming  here for years getting dry clean with no creases the new 15 year old clerk made a mistake  so all trousers had to come back  I recorded  ****** stating the oder wasn't complete  the 15 year old ****** then stated Ms****** should have just counted the items and it wouldn't  been a problem she then was cooperative  and pulled out all the tickets  And I took pictures  of the hard copies 30 trousers  on five ordersI also recorded  our conversations  for my own  record I entered  store next day 11/1/22 to speak with ******  because she took the order in of 30 trousers and the 15 year old  new clerk  ****** sent them out I recorded  her conversation with ***** at customer  service she explained  to her she told me the order wasn't complete  it was 30 trousers and that my family  and I had been coming  for years and ***** insist  I leave the store or she would  call the police instead of trying  to figure  out the problem  police where called by ***** in a different  location  alleging clerks where being  threatened  No calls where made from the actual  location  where occurred but I waited for police so I can file a report ***** then wanted to make an arrangement  to get the clothes back so she can audit and that she would return them that following Friday  she never said I would have to pick them up from another location  I called *****  Thursday  to follow up she stated there where only 20 trousers  from the hard copies and that she had the original  copies that there was never 30pairs I tried to explain to her ****** the 15 year old showed me everything  the day before  and said it was 30 trousers on 5 tickets she refused to listen  called the police again  I had to file a second  report and I also recorded  it **** the manager came he talked very inappropriate  to me he stated he wanted me to leave and AND THAT I  couldn't  get the clothes I brought  back until Saturday  before 12pm which was very inconvenient   after they promised  them that Friday  he also stated the order was not 30it was 20 trousers   all in counters where recorded  by me and law inforcement one week prior to this incident  my pillow cases came up missing  ******  claimed they wasn't there and another Co worker  for at least a week straight   on 10/25/ I walked in the store and told ******  that there was my pillow cases I had been looking for all along I paid for them 10/25 along with the redesign that where free because  of the Mistakes  made by ****** the new 15 year old clerk this matter is now in process  of  small claims with St.Louis County courts 

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

  Business Response

  Date: 11/22/2022

  When the customer came in to the store to pick up orders not related to this complaint, she was asked if she wanted to pick up her friend's orders that were left in her name.  Those orders were not due until the next day, so our clerk said they may not all be ready yet.  When our clerk checked, all of the orders were ready.  So, she gave those orders to the customer.  All five of the orders in question were complete and given to the customer on 10/26/2022.  We think it is likely that when our clerk told the customer she wasn't sure if all the orders were back, that the customer misunderstood that to mean items were missing rather than the orders may not be ready before the date they were promised.  We do not send out incomplete orders.  Since the customer stated they were missing items, we thought it may be possible that there were other orders not picked up under her name or her friend's name.  We have audited all orders dropped off and picked up in that customer's name and have found that everything dropped off has been picked up.

  Thank you for your assistance.

• Initial Complaint

  Date:10/06/2022

  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 picked up my dry cleaning and was told one item was missing and they believe their tag feel off. I was told to contact them in a few days. I gave the clerk a description of the item. I called back in the afternoon to give more detail about the lost item and was told it would take them weeks to try to locate my missing item as they have 22 locations and it couldve gone to any one of them.

  Customer Answer

  Date: 10/07/2022

  My complaint has been resolved. Received a phone call from the cleaners today, 10/6, that my item was found and at the cleaner location. I picked it up today, 10/6.

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