4Ever Clean

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:So while I may not be an expert in the dry cleaning process, I do have a chemical engineering degree and I 100% understand how chemicals work So I will not allow for my intelligence to be undermined in this case.As for an expert when it comes to vomit, yes I could classify myself that Between pets and kids, we have seen our share of vomit and other bodily fluids We have also brought over multiple items for cleaning with stains on it previously that have never had a problem till now, including this same comforter last year.As for the stain traveling, basically what you are saying is that if I would wash something in my own personal washer, the stain would travel to a different spot on my clothing or to another article of clothing I can say that has NEVER happened for all the times I have done wash Why even have a washer if that was the case or a dry cleaner?!?! I even soaked clothing and let it sit there to remove stains and never had them travel to another area or article of clothing I can admit, that I have had stains dry in a spot, and never come out from that spot.You have stated multiple times that when items come in with vomit on it are washed separately Looking at this whole thing, even when I bring an item in for dry cleaning, I never say why I am bringing it I just say “comforter for dry cleaning or suit for dry cleaning” Also, I was not asked if there was anything specifically wrong with the item when it is brought in You can see the attached receipt from when I originally brought the comforter in, along with two pieces of clothing for alternations There are no comments for the cleaning of the comforter (nothing about vomit), only comments for the two alternations The blue area had a stain from it, but no vomit chunks or residue So up until my complaint, there was no way of knowing why the comforter was brought in outside of basic dry cleaning Previous items that I have brought an item in for dry cleaning I never mentioned that they had to be cleaned due to grass stains, vomit, pen marks, etcand all of these items were cleaned and returned perfectly The only time I have ever pointed anything out was for alterations or hems, and for the recent red mark on the comforter, which all of these comments come up on the other receipts Regards, [redacted]

August 17, 2015Dear [redacted] ***,, The customer who submitted the complaint was talking to my business partnerTherefore, unfortunately, I have not had the opportunity to see the shirt in questionHowever, I have discussed the issue with him, and he has requested that I respond to your letterIn these types of situations, we always send the garment to an independent textile analysis laboratory for an unbiased analysis and opinion as to the cause of the damage (In this case a stain)This is the only way we can resolve this issueIf the result of the analysis indicates that we are at fault, we will fully compensate the customer for the garmentIf the result indicates that the stain was caused by some condition of consumer use (such as something being spilled on the garment by the customer), then we feel that we cannot be held responsible.Please encourage the customer to return the garment to us so that we can have the analysis done and resolve this issueRegards,Richard E

August 17, 2015Dear [redacted] ***,,The customer who submitted the complaint was talking to my business partnerTherefore, unfortunately, I have not had the opportunity to see the shirt in questionHowever, I have discussed the issue with him, and he has requested that I respond to your letterIn these types of situations, we always send the garment to an independent textile analysis laboratory for an unbiased analysis and opinion as to the cause of the damage (In this case a stain)This is the only way we can resolve this issueIf the result of the analysis indicates that we are at fault, we will fully compensate the customer for the garmentIf the result indicates that the stain was caused by some condition of consumer use (such as something being spilled on the garment by the customer), then we feel that we cannot be held responsible.Please encourage the customer to return the garment to us so that we can have the analysis done and resolve this issue.Regards,Richard E

This customer brought this comforter in originally for cleaning and had animal vomit on itStains are not guaranteed to be removed from every pieceIt is stated in our policyWe recleaned this comforter times after (with nothing else in the machine) and the stain is just not movingWe
cannot keep wasting time and money servicing an item that is not making any progress nor was it our fault to begin withThe customer even states in his complaint that it was brought in with vomit on itWe are not responsible for this

Sounds like Mr. [redacted] is an expert, maybe in cleaning vomit but not washing stains. even if the stains where day before taken to Zips, once the wash cycle start the sati get wet again and the item move around inside a tube full of water, at the time we have no control of what part of the item touch what part and there for the stain could spread to and part of the item not just the area that was stained originally.IN ANY CASE THAT THERE IS VOMET ON AN ITEM IT IS ALWAYS CLEANED BY ITSELF NEVER WITH ANY OTHER ITEM.and that is the way this item was handled by me personally. it was washed by itself. not all stains are possible to remove and this is one we can not remove.the red color probably originated from the vomit once it got wet again.therefore it is impossible that the red stain was generated in the wash cycle it was dropped off with a stain on it that turned into a reddish color stain on the white part of the item.and really the color is not important blue, gray it is nonsense.the point is the reddish stain is now permanent and can not be removed it will get lighter with feather washes. Thank you . Guy N[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:So while I may not be an expert in the dry cleaning process, I do have a chemical engineering degree and I 100% understand how chemicals work.  So I will not allow for my intelligence to be undermined in this case.As for an expert when it comes to vomit, yes I could classify myself that.  Between pets and kids, we have seen our share of vomit and other bodily fluids.  We have also brought over multiple items for cleaning with stains on it previously that have never had a problem till now, including this same comforter last year.As for the stain traveling, basically what you are saying is that if I would wash something in my own personal washer, the stain would travel to a different spot on my clothing or to another article of clothing.  I can say that has NEVER happened for all the times I have done wash.  Why even have a washer if that was the case or a dry cleaner?!?!  I even soaked clothing and let it sit there to remove stains and never had them travel to another area or article of clothing.  I can admit, that I have had stains dry in a spot, and never come out from that spot.You have stated multiple times that when items come in with vomit on it are washed separately.  Looking at this whole thing, even when I bring an item in for dry cleaning, I never say why I am bringing it.  I just say “comforter for dry cleaning or suit for dry cleaning”.  Also, I was not asked if there was anything specifically wrong with the item when it is brought in.  You can see the attached receipt from when I originally brought the comforter in, along with two pieces of clothing for alternations.  There are no comments for the cleaning of the comforter (nothing about vomit), only comments for the two alternations.  The blue area had a stain from it, but no vomit chunks or residue.  So up until my complaint, there was no way of knowing why the comforter was brought in outside of basic dry cleaning.  Previous items that I have brought an item in for dry cleaning I never mentioned that they had to be cleaned due to grass stains, vomit, pen marks, etc. and all of these items were cleaned and returned perfectly.  The only time I have ever pointed anything out was for alterations or hems, and for the recent red mark on the comforter, which all of these comments come up on the other receipts. 
Regards,
[redacted]

August 17, 2015Dear [redacted],,The customer who submitted the complaint was talking to my business partner. Therefore, unfortunately, I have not had the opportunity to see the shirt in question. However, I have discussed the issue with him, and he has requested that I respond to your letter. In...

these types of situations, we always send the garment to an independent textile analysis laboratory for an unbiased analysis and opinion as to the cause of the damage (In this case a stain). This is the only way we can resolve this issue. If the result of the analysis indicates that we are at fault, we will fully compensate the customer for the garment. If the result indicates that the stain was caused by some condition of consumer use (such as something being spilled on the garment by the customer), then we feel that we cannot be held responsible.Please encourage the customer to return the garment to us so that we can have the analysis done and resolve this issue.Regards,Richard E

In reference ID [redacted], the customer dropped off 2 pairs of pants and 6 shirts on 02/17/17. When he picked up his garments, he realized that he received the wrong pair of pants. He returned to our store with 1 pair of pants with our ticket that clearly reads "2." When we looked into this issue,...

we realized that when the store tag was placed oh his garments, the wrong ticket was placed only on one pair. The second piece was tagged correctly we have video footage of the drop off, when it was processed by out taggers, as well as him picking up his garments, You can see in the video footage that there were two pairs of pants in the bag at pickup. We also assign all of our 1 piece garments to a special location on our conveyor, which is not where his order was assigned. Along with the video footage of all the steps in our process, there is plenty of evidence that he received both pair with only one pair not belonging to him. When we corrected the mix u?, we mailed his pair of pants to him.We are well aware of this incident and it was corrected. As far as We are concerned, this issue is complete. If you have any further questions about this, please contact me Via email zips:[redacted] zips.com or via telephone [redacted]. Thank you.Guy N[redacted] (owner)

August 17, 2015Dear [redacted],,
The customer who submitted the complaint was talking to my business partner. Therefore, unfortunately, I have not had the opportunity to see the shirt in question. However, I have discussed the issue with him, and he has requested that I respond to...

your letter. In these types of situations, we always send the garment to an independent textile analysis laboratory for an unbiased analysis and opinion as to the cause of the damage (In this case a stain). This is the only way we can resolve this issue. If the result of the analysis indicates that we are at fault, we will fully compensate the customer for the garment. If the result indicates that the stain was caused by some condition of consumer use (such as something being spilled on the garment by the customer), then we feel that we cannot be held responsible.Please encourage the customer to return the garment to us so that we can have the analysis done and resolve this issue.
Regards,Richard E

Review: I have been a regular customers at the ZIPS Dry cleaning location in [redacted] for the past two years. The quality of service this past year has been unacceptable. Over the past year the ZIPS [redacted] location has lost two pieces of clothing, damaged one piece of my clothing, and pressed creases and pleats into my pants after I've continually asking them not to when dropping off the clothing, essentially ruining them. I still have not been reimbursed for the 1st piece of clothing lost 6 months back. I don't know if the staff and management are generally incompetent or in the case of my two lost designer shirts, out right theft of property. Regarding customer service, I haven't received much in the way of an apology and the staff at the location acts like this business as usual and that I'm just another disgruntled customer. I cannot and will not return as a customer or recommend them to others until significant changes in there service has been made. Until them I will warn people to avoid this location for dry cleaning services.Desired Settlement: Overall, I would like reimbursed $65 dollars for the two designer shirts lost and would like there corporate management to investigate the [redacted] location for other instance's of possible theft or general incompetence or lack of due care in there dry cleaning process. Finally I would like the corporate management put out an apology letter to the customers for the unsatisfactory services performed by the franchise over the past year and there assurance that they will improve in the future.

Business

Response:

November 19, 2013

Greetings,

In response to the complaint ID above, we at ZIPS apologize for any and all Inconvenience **. [redacted] has suffered. With our state of the art software

technology and training we make every effort to avoid situations such as this. Hojwever, there is always the element of human error which we cannot prevent. No matter how much we train our personel, we all make mistakes.

On October 21, two days after he submitted the complaint, **. [redacted] was reimbursed in the amount of $30.00 for one of the shirts. My partner indicated that he had not mentioned anything about a second shirt, from "6 months back", or he would have been reimbursed for that one as well.

In addition to a copy of this letter, I will forward a "[redacted] Loss Form" for him to fill out and return to us so that we can finalize this situation.

Best regards,