Complaints

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  Fashion Cleaners

  3031 Leavenworth St Omaha, NE 68105-2743

  
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  Fashion Cleaners

  537 N 155th Plz Omaha, NE 68154-3775

  
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  Fashion Cleaners

  3220 Farnam St STE 210 Omaha, NE 68131-3504

  
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  Fashion Cleaners

  5007 Leavenworth St Omaha, NE 68106-1428

  
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  Fashion Cleaners

  1150 Sterling Ridge Dr STE 106 Omaha, NE 68144-1291

  

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:05/15/2023

  Type:Billing 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.

  My wife dropped off her wedding dress and veil at Fashion Cleaners****** **** ******** on 11/10/22 and paid $*** for cleaning and preservation services to be picked up on 5/10/23 (6 months later). We received a confirmation phone call and email on 5/9 at 11a and 6p, respectively, that the dress was available for pickup. The dress was not ready when we went to pick it up on 5/10 and said it would be another two weeks. On 5/11 we picked up the dress (without completing the agreed services) and requested a full refund. Fashion Cleaners****** **** ********* has refused to provide a refund.

  

  Business Response

  Date: 05/16/2023

  On 11/10/22 the customer dropped off her dress to be preserved.
  The cost to clean the dress and veil was $*** which was paid via a CC. At the
  time of drop off she was informed that our system may send out a message
  stating the garment is complete, but to please disregard that message as it is
  a “glitch” we are trying to fix that occurs randomly. She was told that we will
  call when the dress is completed on or before the due date.
  We are one of the only locations in ***** who do full Smithsonian
  Preservations locally. All dresses stay at our ***** *****Fashion Cleaners
  location for the process and are not mailed to any third parties for the
  process. With the reputation for excellence, we have developed over the last
  100 years, we receive hundreds and hundreds of dresses each year. This can lead
  to a large que of dresses waiting to be cleaned.
  The gown cleaning process takes many days, and consists of
  multiple cleaning, treating, and drying sessions depending on the level of
  staining/pollutants we may encounter.  Due to the nature of having a single
  gown specialist who cleans all of our gowns, we are subject to illnesses,
  vacations, and other variables that may cause delays. This list does not
  include outside interruptions due to power outages or water main breaks that
  may occur. This is the reason for us setting dates further out than for normal
  drycleaning. We explain this when a bride drops off her dress and we set a date
  that allows for these potential delays.
  On 5/9/23 the customer called us at 11am to check on the status of
  her gown. However, having a larger than normal call volume at that time she did
  not reach an employee. She then received one of the “glitched” emails stating
  that her gown was completed. So, on 5/10/23 (original due date) she arrived at
  our location to pick up her preservation. Our employee informed her that the
  gown had not been completed yet and apologized for the inconvenience. She then
  asked if it was possible to have more time to ensure that the process was done
  correctly. The customer was offered a $** credit to her account to make up for
  the delay, and as is customary for a delay, we would deliver the dress when
  completed. When the customer asked how much time was needed, she told her it
  would be less than two weeks. It should be noted that this employee was not the
  Gown Specialist so she was not sure how much more time was needed, but as a
  simple dress can be cleaned in two weeks typically this amount of time would be
  more than enough. The customer said that was fine and asked to be called as
  soon as it was completed.
  The gown had begun its cleaning process on 3/1/23.  It was now
  in its final stage of cleaning and was just finishing its last drying when the
  customer’s husband came in, 5/11/23, demanding to have the dress returned to
  him immediately. The employee tried to let him know that the dress was being  completed
  that day, but he would let her explain the situation. He continued to raise his
  voice and make allegations against the business and against her so she complied
  with his demands. He was given the clean dress, it was slightly damp as it was
  just finishing the drying process. He then demanded the entire amount of the
  dress be refunded to him immediately. Even though our policy states that this
  can only be done by a 1st tier manager, she agreed to return the
  funds to the card that paid for the transaction just to stop him yelling.
  However, he informed her he did not want it back to the card, he wanted it back
  in cash. We do not keep cash on hand at most of our locations and what little
  we do at the locations that do would not be a fraction of what was needed to
  refund the transaction. It should be noted that the employee was in tears due
  to how she was treated.
  The employee told him he would need to contact the corporate
  office to have a check issued if a refund was to be given. He then left with
  the dress. He called our office administrator and demanded a check be cut
  because we missed our 5/10/23 due date. Once again, the OA tried to explain we
  were just finishing the preservation when he arrived, and we may still be able
  to finish if he returned it. He stated that they no longer wanted to use us
  because we were “defrauding” our customers by not having dresses completed by
  the due date. He then demanded the full refund check be issued immediately. She
  informed him that the director would need to authorize the refund. She asked
  him when he would be available for a conference call with the director.  They sent
  emails back and forth establishing when the best time would be. 5/15/23 at 10am
  was the final time agreed upon. After this time was established on 5/12/23 the
  customer tried to call the owner’s line to speak with him. The owner, however,
  was out of town so he once again reached the OA. He then demanded to have the
  conversation immediately. She once again told him that the director was not in
  the office but would be available for the conference call previously mentioned.
  After more than 10 minutes of yelling at her he finally conceded to waiting
  until the conference call.
  On 5/15/23 the conference call occurred with the customer’s
  husband the OA and the Director. The director asked what had happened from his
  perspective. Upon receiving the account from the customer’s husband, the
  director informed him of the steps of the cleaning process. The director went
  on to explain the dress would have been ready for delivery on 5/11/23 had the
  drying process not been ended early. The customer’s husband said that the due
  date was the 10th so it was irrelevant that it would have been completed
  and delivered on the 11th. He stated that ***** **** failed to meet
  the due date so a Full Refund was all he would be accepting.  As the
  customer came at the very end of the process when all the weeks of scrubbing
  and soaking, drying, photography and the “sugar treatment” had already been
  completed, the dress was “Preserved”. It had only needed to be placed in its
  “Viewing Chest” (box) for the process to be complete. As he was now not
  allowing us to place it in its “box” we would not be able to issue a refund. As
  he was unwilling to discuss any other remedy other than a full cash/check
  refund, the director apologized that an agreement could not be reached and both
  parties ended the call.
  

  Customer Answer

  Date: 05/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   - The dress was not cleaned or preserved by 5/10 as noted in the signed agreement attached, which constitutes a breach of contract

   - The dress was not near completion on 5/11

   - We were never notified of a "glitch" or any delays

   - We did not agree to a two-week extension as Fashion Cleaners had 6 months to complete the agreed service

   - Fashion Cleaners does not claim ANY responsibility and blames mistreated customers--in this case, us--to avoid issuing a refund

   - We are having the dress cleaned and preserved by a different company; there were no salvageable services provided by Fashion Cleaners.
  
  
  
  Sincerely,
  
  
  
  Vincent ********

  

  Business Response

  Date: 05/22/2023

  We stand behind our original response. If we need to repeat the communication we can forward again.

  We will not be providing a refund due to the work and services already rendered. We would be happy to complete another cleaning and preserve the dress, for completion and to close down this past experience and ensure this bride has a "Authenticated Wedding Gown Cleaning and Preservation" to where the warranty would still be in a active status, instead of inactive to which it is currently tagged. This would require a return of the dress, with all attachments, and a respectful communication from the customer and her spouse to allow us the opportunity to professionally complete what we had agreed upon in the original documentation. If this is not agreeable with the parties involved, we will have to cut ties and no services can be rendered in the future for both parties involved. 

  We look forward to a fair resolution. 

  MGMT