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Camellia Cleaners Reviews (2)

We at Camellia Cleaners would like to respond to the complaint we received dated 5/24/First of all, the dress was given to us in a pink plastic bag that already had some wear and tearWe did not want to put the clean dress back in a used bag so we exchanged like for like and used our plastic
sheet garment bagWhen the client complained about the issue, we apologized for throwing out her garment bag and offered her an upgraded fabric garment bag that we normally charge for- we offered it to the client at no cost but the offer was declinedSecondly, in regards the client's dissatisfaction of the overall service including the beading work, the client inspected the dress in-store, and when the complaint was made, we explained that we cannot guarantee 100% clean due to the delicacy of the fabricWe were concerned that if we handled the fabric any further, the fabric could rip or be damagedWe normally do not refund any dollar amounts on special services such as wedding gowns and we make that clear to our clientsHowever, in order to maintain good relations and offer good customer service, we spoke with the client and offered a $discount, which was acceptedWe assumed at the time the client left our store, that all issues had been resolved and the outcome was acceptable to the client, especially in light of the fact that the fabric garment bag was refused and the $discount was acceptedWe feel that we acted in good faith from the beginning to the end of our serviceWe regret that the client was still not satisfied with the outcome but we feel we did our best to service the garment while protecting it and to address the client's concerns

Review: I took my wedding dress here to be cleaned because they were located close to my school and I could just drop it off and pick it up easily. I dropped it off in the bag I got from the dress shop. The dress was still bustled when I dropped it off. It took two weeks to clean and when I went to pick it up, my dress bag was nowhere to be found and they taped a few of their cheap bags together to try to fit over my dress. The bottom 3 inches of the dress wasn't covered by a bag. They didn't go over anything with me when I went to pick it up. Not notes on rips, no mention of not being able to get it fully clean. I took the dress home to inspect it and it's still filthy! I understand a wedding dress drags on the ground but I was expecting it to look a little cleaner than it was. It was still bustled, which I don't know if that makes a difference, but you'd think they'd pay some kind of attention to that portion of fabric. They claim to use better cleaners that are safer for the fabric, yet told me they couldn't do much spot treating because it looked like the dress was coming apart (the dress was worn for 5 hours once). Also, they took all of the beading work off to clean it and after learning this, I inspected the bead work. It's half sewn back on and falling off in places. If you're going to take it apart to clean it, put it back together the right way! I'm now going to have to take my dress with no dress bag to my alterations shop to have my seamstress fix what this place messed up, and I'm going to find another dry cleaner to clean my dress properly.Desired Settlement: A full refund.

Business

Response:

We at Camellia Cleaners would like to respond to the complaint we received dated 5/24/2015. First of all, the dress was given to us in a pink plastic bag that already had some wear and tear. We did not want to put the clean dress back in a used bag so we exchanged like for like and used our plastic sheet garment bag. When the client complained about the issue, we apologized for throwing out her garment bag and offered her an upgraded fabric garment bag that we normally charge for- we offered it to the client at no cost but the offer was declined. Secondly, in regards the client's dissatisfaction of the overall service including the beading work, the client inspected the dress in-store, and when the complaint was made, we explained that we cannot guarantee 100% clean due to the delicacy of the fabric. We were concerned that if we handled the fabric any further, the fabric could rip or be damaged. We normally do not refund any dollar amounts on special services such as wedding gowns and we make that clear to our clients. However, in order to maintain good relations and offer good customer service, we spoke with the client and offered a $50 discount, which was accepted. We assumed at the time the client left our store, that all issues had been resolved and the outcome was acceptable to the client, especially in light of the fact that the fabric garment bag was refused and the $50 discount was accepted. We feel that we acted in good faith from the beginning to the end of our service. We regret that the client was still not satisfied with the outcome but we feel we did our best to service the garment while protecting it and to address the client's concerns.

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Description: Cleaning Services

Address: 5901 Folsom Blvd, Sacramento, California, United States, 95819


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