Park Avenue Cleaners

As I stated to the customer the problem that she is having with her garment is not due to the cleaning process In the case of this particular item it appeared as though she could have had some minor pre-existing damage that may have been exaggerated during the agitation of the cleaning process and not caused by the cleaning process She stated the garment was "fairly" new - that does not mean that it was brand new and never worn I can assure you that the employee she spoke with at Macy's is not an expert in garment care I am an expert in garment care I am fully aware of what damage can happen during the cleaning processOur store takes full responsibility for items we have unintentionally damaged I do apologize that she has had a bad experience using our services but the damage that she sees on her clothing is not something that I am capable of causing It would be impossible for me to recreate that type of damage if I tried

We are very sorry for the problem you experienced here at Park Avenue Cleaners Everyday we strive to please our customers with the best service possible Regarding your shirt, the stains on the cuff and front of the shirt were not caused by our cleaning or finishing process Therefore there will be no authorization of a refund for shirt or services.Sincerely, [redacted] , Owner

Complaint: I am rejecting this response because: Sincerely, [redacted] [redacted] AGAIN my items were NOT cleaned my your cleaners.My items were Not clean, your employees saw that my items were not cleaned, your employees admitted to them not being cleaned, because that service is not an optionSo why would I leave my items there again to do what? When your employees ALL admit that this service is not offeredYou have stated that you were NOT going to return my money as requested, so I am NOT going to continue going back and forward with you about a service that you DID NOT RENDEREven your employees confirmed this!PARK AVE CLEANER HAS REALLY BAD CUSTERMER SERVICE!

THE CUSTOMER BROUGHT JACKET WITH THE YELLAW STAINS WE CLEANED IT FOR HIM THE STAINS DID NOT COME OUTHIS WAFE COME THE SECOND TIME SHE SAID IT WAS FOOD STAINS WE TOLD HER WE WILL TRY ONE MORE TIME AND WE DID NOT CHARGE HER
HE IS MORE THAN WELLCOME TO TRY
ONE MORE TIME WE WILL CLEAN THE JACKET AGAIN BUT THE STAINS MIGHT NOT COME OUT

Ms *** obviously misunderstood my reply We DO clean comforter s and curtains and we DID clean her comforter and her curtains She was not happy with the way they were cleaned, we offered to reclean them She refused that option She was offered the option to return to speak with the owner in person, she rejected that offer The employees DID drop the ball because they obviously did not explain the situation appropriately and there was some miscommunication between an employee at the Calder location and an employee at the Phelan location - calling multiple locations would not have solved her problem, all of the employees will give her the same answer I cannot offer a refund over true phone without seeing the problem and in this situation I was two hours away and could not SEE the problem, but offered to handle it when I could actually SEE the problem It WOULD be bad practice for me to take a customer's money for a service and NOT perform the service, THIS however is NOT what happened Her items WERE cleaned, however, we could not remove ALL of the soil and offered to do it again We do not Guarantee that we can remove all stains, but we do guarantee that we will clean the items dropped off and if they are NOT cleaned we CALL the customer and explain why we could not clean the items and at that time we DO offer a refund I am sorry Ms *** was displeased with the service she received and the quality of cleaning - I however cannot not make it right if she does not allow me the chance I am not going to refund money without first being given the opportunity to make it right You can understand if we had a policy like that in place everyone would simply say they did not like the quality or service and would get their cleaning for free all the time it is not an issue with the amount of money she spent at the store, it is a matter of principle and standing behind our service and our policies on how to handle situations like these when they arise very infrequently

Complaint:
I am rejecting this response because:
Sincerely,
*** *** The owner of Park Avecleaners admitted in his response twice, that his employees dropped the ballThe employee failed to inform me that the cleaners DOES NOT clean comforters or curtainsSo, I don't understand, if you openly admitted to your employees dropping the ball twice, and stated how it could have been handled better, why won't you refund my money? The employee even called the Calder location, asked them why it was not cleaned and the answer to her was we don't clean comforters and curtainsThe employee then apologized to me for taking my money and NOT being aware this service wasn't offered.I would like to also address the statement I was REMOVED from the propertyI was NEVER REMOVED from that property of any other propertyI have the police report that I will gladly provide, stating what happenAs a matter of fact, the officer encouraged me to handle this matter with the Revdex.com and commented "How can he offer to redo your items when the employee I just spoke with said they do clean comforters or curtains." This is NOT as the owner stated about me "getting my way" its about customer serviceClearly he is NOT showing customer servicesAgain, I just want my money back, because services that I thought was getting done, DID NOT

Mr*** brought his shirt to Park Avenue Cleaners to be dry cleaned During the check in and tagging process it was noticed that there was a stain on the garment Our staff appropriately marked the location for pre-treatment After the original cleaning the stain was still on
the garment and Mr*** asked for the garment to be re-cleaned We happily agreed to re-clean the item (free of charge) with the hopes that we would be able to remove the original stain Unfortunately we were not able to completely remove the stain from the garment Mr*** then asked that the shirt be sent through a third time It was that third time that we returned the garment with an apology that we simply could not completely remove the stain There are times that we can not remove the stains entirely Mr*** is under the impression that the stain was "put on the garment" by our staff in some way We explained that the stain is a "protein based stain" and we are unable to cause such a blemish Further more the stain was on the garment when it was processed originally as pointed out and marked for treatment by our staff We try to provide the best service possible and wish that we could remove all stains from all garments but unfortunately that is simply impossible There is nothing more we can do for Mr*** We appreciate his customer loyalty and just as he stated "this has never happened before in the number of years he has used our business" and that is because it cannot happen

This matter has been resolved with the customer

Complaint: 10954208
I am rejecting this response because: The stains clearly occurred while at their facility.   The front desk attendant can even verify this. 
Sincerely,
[redacted]

Complaint: 12214826
I am rejecting this response because:
Sincerely,
[redacted]AGAIN my items were NOT cleaned my your cleaners.My items were Not clean, your employees saw that my items were not cleaned, your employees admitted to them not being cleaned, because that service is not an option. So why would I leave my items there again to do what? When your employees ALL admit that this service is not offered. You have stated that you were NOT going to return my money as requested, so I am NOT going to continue going back and forward with you about a service that you DID NOT RENDER. Even your employees confirmed this!PARK AVE CLEANER HAS REALLY BAD CUSTERMER SERVICE!

We are very sorry for the problem you experienced here at Park Avenue Cleaners.  Everyday we strive to please our customers with the best service possible.  Regarding your shirt, the stains on the cuff and front of the shirt were not caused by our cleaning or finishing process....

 Therefore there will be no authorization of a refund for shirt or services.Sincerely,[redacted], Owner

Business states that they apologize for the customer service provided and would like the consumer to return to the store where item was damaged. There they will  fill out a claim form so the business can proceed in resolving the situation. Once the claim form is received, the business will...

review it and take care of the necessary reimbursement. Sincerely,Manager [redacted]

As I stated to the customer the problem that she is having with her garment is not due to the cleaning process.  In the case of this particular item it appeared as though she could have had  some minor pre-existing damage that may have been exaggerated during the agitation of the...

cleaning process and not caused by the cleaning process.  She stated the garment was "fairly" new - that does not mean that it was brand new and never worn.  I can assure you that the employee she spoke with at Macy's is not an expert in garment care.  I am an expert in garment care.  I am fully aware of what damage can happen during the cleaning process. Our store takes full responsibility for items we have unintentionally damaged.  I do apologize that she has had a bad experience using our services but the damage that she sees on her clothing is not something that I am capable of causing.  It would be impossible for me to recreate that type of damage if I tried.

It is unfortunate that Ms [redacted] received the service that she did.  Unfortunately we are dealing with several employees that dropped the ball and have been informed of how the situation could have been better handled.  When Ms [redacted] originally dropped her comforter and curtains off...

at the Phelan location the comforter was "filthy" (according to the store employee who took the time in).  The items WERE cleaned and returned to the Phelan location.  When an item cannot be cleaned (due to material , manufacturer's recommendations etc) the customer IS refunded their money.  If we do not perform a service we refund the amount the customer paid in full.  In this particular case the items WERE cleaned, however, we were unable to remove all of the previous soil , and in that case we do not offer a refund.  We cannot and do not guarantee that we can remove every stain from every garment.  Ms [redacted] was offered two options #1 leave the items to be re-cleaned and allow me time to look at the items myself or -#2 return with the items in Monday so that her and I could discuss a mutually agreeable outcome.  These two options were not enough for her.  I did not have an employee working at the time time that could have possibly offered her anything else.  I will not refund a customer's money without first being given the opportunity to make them happy.  It is unfortunate that I could not return her phone call on Friday evening as I was not where I could.  I simply asked for a little more patience from Ms [redacted] so that I could address the issue properly.  We can both agree on one thing, my employees did not handle the situation appropriately, however, Ms [redacted]' version of events differ by quite a bit from even what I was told on the phone with the officer I spoke with and from my employees.   The bottom Tom line is this - she was not happy with the cleaning she received and I offered to do it again before I would entertain anything further.  We cannot allow our employees to be bullied into doing anything that is against our protocol.  I am sorry she felt it necessary to call the police when she didn't get her way, but she was removed from the property.

Business states that we have misplaced his pants and ask to be given time to find them. We didn’t locate his pants so I offered to reimburse him the pants. But he got very upset. And he was asking for a very high amount. I was trying to negotiate. He was asking for $175 and I offered to write a...

check for $75. On the receipt and sign it says if anything is damaged or lost we will give 10 times of the cleaning. But I offered him more than that. I’m still willing to offer the $75 and if we find the pants we will return them.

This business ruined a brand new designer dress and chose not to replace it or compensate me in any way. They shrunk it, the fabric sheen is gone, left chemical stains, and made two huge creases across the front that are now permanent. Four times, the clerk said the manager would fix it. Each time I came back it was the same They did nothing The manager never spoke to me, left the cashier to deal with it. Not only do they not take responsibility for what they do, but they had me go back and forth to their location five (5) times before they admitted there is nothing they can do and they would not pay for the new dress. Terrible behavior on their part.

Review: On May 16, 2016 I wrote a letter to Owner - Park Avenue Cleaners,

With reference to the subject, I have submitted claim for my dress slacks lost from your business. This is the second time it has happened to me. I was told by your staff that they gave my pants to someone else. I am requesting you to take personal interest in settling my claim. Since this kind of irresponsible act has happened two times in a row, I will not be doing business with you any more. I am reporting this incidence to Revdex.com, [redacted] and [redacted] also.

[redacted]Desired Settlement: Pay for my pair of slacks which coasted me about $179 as it is a wool pants. So far I have not heard from the owners.

Business

Response:

Business states that we have misplaced his pants and ask to be given time to find them. We didn’t locate his pants so I offered to reimburse him the pants. But he got very upset. And he was asking for a very high amount. I was trying to negotiate. He was asking for $175 and I offered to write a check for $75. On the receipt and sign it says if anything is damaged or lost we will give 10 times of the cleaning. But I offered him more than that. I’m still willing to offer the $75 and if we find the pants we will return them.

Review: I had a [redacted] Track Jacket that I only wore twice and took it to The Park Ave Cleaners to be cleaned. I picked up the Jacket a week later and not knowing that it was damaged took it home. I went to wear the jacket over the weekend and found the back of jacket was damaged. The back of the jacket had the word "BRASIL" on the back like a letter man jacket. These six letters were missing. When I called the cleaners the lady told me to bring the jacket in which I did and she said she would talk to her manager. Two days later I had to call as I got no call back and they said again they would call me. A week later I called and a lady there told me they found three of the six letters that were missing. I asked why didn't someone tell me that my jacket was damaged or noted on the p/u tag. She had no answer but advised me that they are not responsible for damaged clothing. I asked for the managers # and I called the # on 1/27/15 and left a message and the employee told me that the manager would call me back and she never did.Desired Settlement: I for one just want an apology for the crappy customer service and two to be reimbursed for my jacket which is $150.00 and was special jacket made for the world soccer cup.

Business

Response:

Business states that they apologize for the customer service provided and would like the consumer to return to the store where item was damaged. There they will fill out a claim form so the business can proceed in resolving the situation. Once the claim form is received, the business will review it and take care of the necessary reimbursement. Sincerely,Manager [redacted]

Review: The manager and business owners do not take responsibility for their mistakes. My husband dropped off 1 of 3 pink/gold girls pageant dress for service. When I pick up dress the next day the color was no longer pink but nearly white. It took a few days to get in touch with the manager to file complaint. I showed manager the other pink dresses that had not yet be cleaned, all the same style, and compared it to the one they serviced that was nearly white against the other dresses. She was shocked and said she needed to show this to the business owners before she can make a decision on what to do. I told her I need to purchase a new dress now because the group of girls are all supposed to be wearing the same dress and this one is a completely different color now. After several more days of waiting for word on the dresses, I finally met with manager again. She said that they followed the care label before cleaning and the care label said "Dry cleaning may cause color to fade" I asked why, if they read the label before, would they still do the dry cleaning without contacting me first? She said they should have, but they were too busy. I told her I need to purchase a new $138.00 dress because of their mistake and she said there is nothing they can do to help me. Their service is unprofessional and disrespectful to the needs of customers.Desired Settlement: This pageant dress cost $138.00 plus shipping and handling. All I ask is they replace the cost of the dress. I don't need the refund of the $6.00 cleaning service that ruined the dress.

Review: Baby dress and bloomers were taken to be cleaned. Baby bloomers were not returned.

On 08/27/13 I dropped off a mens shirt and a baby dress and bloomers (Burberry brand) at Park Avenue cleaners to be dry cleaned. When I went to pick them up I was only given the mens shirt and the baby dress and no bloomers. I asked the employee and she stated that they would look for them and call me back the next day. I did not receive a phone call so I called them in the afternoon and the same employee said that she didn't know and was waiting on the place where items are taken to be dry cleaned but would have an answer the following day. I waited 2 days and called her back at this point she didn't even want to talk to me all she kept saying was "I don't know, call back in 5 minutes I'm busy". When I called back she said the exact same thing. I called back and she just kept repeating that she didn't know so I told her that I would give her another day. Today 09/05/13 it was my wife [redacted] who called and spoke with the same woman and she asked why no one was returning our calls and asked to speak to someone in charge since the employee just kept saying that she didn't know. The employee, whom I believe is named [redacted] per the receipt, said that she is waiting to speak to the woman who is in charge of cleaning the clothes and was there the day the clothes were cleaned and that she would be in the next morning. My wife asked what is the next step they would take since it seemed like they lost the piece and it is a dress worth over $150.00. Again the employee said that she didn't know so my wife asked to speak to the manager/owner since she didn't know what to do. She was told that he was not there and would be in the next day. The employee said that she would call my wife tomorrow by 10 am. This is the same thing I was told various times by the same person. I really want them to make the effort and find the missing piece to my daughters dress and if not they need to pay me for what they lost. Desired Settlement: I would prefer to have the baby bloomers back as it is part of the dress. If not I need to be reimbursed for what they lost. I am willing to settle for $35 to replace the bloomers. Although I know it will be more to do so.

Business

Response:

Initial Business Response

we Have Resolve The Matter With customer