Air-Lee Cleaners, Inc.

I took a french cuff dress shirt to them and got it back with the cuffs with ripplesThe material had separatedI have only worn this shirt twice and now it can't be fixed!
I would not recommend this place at all!

I had a conversation with the customer. The company maintains that we handled the Item correctly using best industry practices. However we could have done a much better job of handling and educating the customer. As a result we have reached an agreement with the customer.

I...

have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The dress was not cleaned per manufacturer's care instructions and that IS the cleaner's fault. They should accept responsibility. I pointed out to their employee the make up stain and manufacturer's care instructions that said to wash in cold water.  I was VERY specific in asking if they could accept and clean an item that was not labeled as dry cleanable. I was assured that they cleaned similar items all the time and could handle it. The fabric is not to blame. This was a brand new, good quality, Ralph Lauren dress that I had worn for only about 3 hours. It was left looking like something from the [redacted] when Air Lee got through with it. The cleaner's did finally pay me in full for the dress, but not until they received my complaint from the Revdex.com as well as a complaint from the manager of the store I purchased the dress from ([redacted]. [redacted] is a customer of Air Lee and threatened to take his business elsewhere because he felt they were implying that the product his store sells is not good quality and he also felt that they were treating me unfairly.  I was  willing to do as many online reviews as possible telling people what happened, and I had contacted Ralph Lauren to send me a letter stating that the fabric is color fast and the fabric was not the problem. [redacted] did not call or speak to me until AFTER I had gathered all this information in my defense. I had to jump through hoops to have my dress paid for, even after I provided an original receipt for the dress. I can not replace this dress--it sold out in my size. The least Air Lee can do, in addition to paying for the dress, is accept responsibility and admit they made a mistake. I will not be returning as a customer.
Regards,
[redacted]

Review: I have dealt with the [redacted] Cleaners on [redacted] in Salem for years. They were bought out several years ago by the Air-Lee Cleaners on [redacted] and all on-site operations were moved to the [redacted]. location with only drop off and pick up done at [redacted]. As most cleaners they advertise same day drop off and pick up. This had been an on going issue since the operations move to [redacted]. I have complained to the store staff at [redacted] but I realize it is not their fault. I wrote a letter to the owner at the Air-Lee [redacted]. address and little was done. One day at the [redacted] store a person from [redacted] was there and said if only part of the order was ready they would send it. I told her that would help. That has occurred a few times but now we're back to the previous poor service. On Friday, Dec. 4, 2015 at 07:05, I dropped off 6 pairs of pants to be pressed and one shirt to be laundered. My wife went in around 09:00 on Saturday Dec. 5th to pick up the clothes and found they only had the shirt. They called the [redacted]. store and were told 4 pairs of pants were ready (no idea why they weren't out on the Friday evening delivery truck) and my wife could drive to [redacted]. to pick up that part of the order as they had no driver on Saturday. My wife was a bit angered by the poor service as was I when she called to report it to me. I called the [redacted]. store and asked how much of a discount I would receive for driving over there to pick up my order. The young lady I spoke to was not authorized to make that decision which I understood. I also tried to relay that my anger was not with her but with her boss and owner. As it ended up, my wife paid for the entire order at the [redacted] store and drove crosstown to the [redacted]. store and picked up the 4 pair of pants that were ready. By that time my wife was a little angrier as could be understood. My best estimate is this is somewhere between the 12th and 15th similar issue I have had since 01/01/15.Desired Settlement: I would just like the owner to deliver the promised service. I have no issue with the people in the [redacted] store. They are friendly and easy to work with. The owner should realize this is happening to others as well and his employees are getting fussed at by customers for things that are out of their control. He needs to take action to keep these things from happening. I have contacted other cleaners about providing the same service. They are a little more out of my way but if they are more reliable it will be worth it.

Business

Response:

Individual is a long time valued customer. The problem is that he is asking for a non-standard service and expecting same day service. This happens with many things, comforters and other household items, hats, restoration, heavy soil, and bulk items to name a few. Several Customer service representatives and the former manager have tried to explain this to the customer. Customer is requiring wet pressing of pants. For this to happen the pants have to go through a lengthy process culminating in the pants being place on a press in sections until dry. Certainly we don’t mind doing this process as the customer likes. However, it ties up machinery and personnel that could be handling dozens of standard service items. Simply put, there is not always enough time before transportation has to leave to get this done. The only resolution to make this happen is to purchase and install additional machinery (multi-thousand dollars) that is not feasible. We have tried to explain that we cannot guarantee same day service on these non-standard items. We do however usually get them back the same day or at least a portion of them. We just can’t always do it as work flow may not allow. As much as we would like to say that it always will. It’s sometimes not physically possible without putting many other standard service customers at risk. Standard service is a viable option and is a nice product. We would certainly recommend that. Allowing 2nd day service on non-standard requests would also resolve this. We want to continue to provide service for this customer and will do an order at no cost as a token of this sentiment. Unfortunately, at this time we cannot promise same day service on these non-standard requests.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

No one from the business has ever referred to this as a "non-standard" process. Quite the contrary. The employees who I have dealt with have been very sympathetic towards my complaint and don't understand why same day service cannot be achieved. To my knowledge, no one I have ever spoken to has ever been a part of management. One employee did tell me they would advise those at the plant to send whatever part of my order was completed and that instruction has not always been followed either. This is why the response from the business is unacceptable to me. This was never an issue prior to the new owner taking over the business. [redacted]

I took a french cuff dress shirt to them and got it back with the cuffs with ripples. The material had separated. I have only worn this shirt twice and now it can't be fixed!

I would not recommend this place at all!

Review: I purchased a Ralph Lauren dress. I wore it for 3 hours. Noticed a small smudge of make up on the collar when I took it off. I took it to Air-Lee the next day,January 26th. I ask the guy behind the counter,[redacted], if they could remove the make-up stain safely since the care label said to wash the garment,but didn't say that it could be dry cleaned. [redacted] assured me that they could. I showed him the make-up stain and the manufacture care label. I came back to pick up the dress on the 28th. I ask [redacted] if the make-up came out. He told me that it had and it looked fabulous. I lifted the clear plastic covering to find that the make-up stain was still there, the white material had turned a dingy yellow-tan color, and there were large yellowish-tan spots all down the front, on the sleeves, and across the back. They assured me they would try to hand clean the dress. I came back on the 2nd of February. [redacted] was the employee behind the counter. The dress had been hand cleaned but looked the same. She told me they would hand clean it one more time. I came back on February 7th. The spots were much, much lighter, but not entirely gone. The white fabric was still discolored. It looked like the dress was 5+ years old and the fabric shows wear because it had been cleaned so many times. [redacted] said that the manager told him that it looked just like it did when I brought it in and I should be satisfied.I ask to speak to the manager;[redacted] has not been available to speak to me at any time.Instead,[redacted] came to speak with me. She said they dry cleaned the dress instead of following the manufacture care instructions and they should pay for my dress.I called back on Feb 9th and was told by [redacted] that the manager didn't want to pay for the dress.[redacted] said once again that they were responsible and should pay,but [redacted] didn't want to.He was looking online for a replacement.I had already looked and my size is no longer avaliable.I'm tired of being jerked around.Desired Settlement: I would like for Air-Lee Cleaners to pay me back for the dress.I want them to reimburse me exactly the amount that I paid for the dress. I wore it for 3 hours.It was good quality fabric and they didn't follow the manufacture's care label when cleaning it.

Business

Response:

I had a conversation with the customer. The company maintains that we handled the Item correctly using best industry practices. However we could have done a much better job of handling and educating the customer. As a result we have reached an agreement with the customer.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The dress was not cleaned per manufacturer's care instructions and that IS the cleaner's fault. They should accept responsibility. I pointed out to their employee the make up stain and manufacturer's care instructions that said to wash in cold water. I was VERY specific in asking if they could accept and clean an item that was not labeled as dry cleanable. I was assured that they cleaned similar items all the time and could handle it. The fabric is not to blame. This was a brand new, good quality, Ralph Lauren dress that I had worn for only about 3 hours. It was left looking like something from the [redacted] when Air Lee got through with it. The cleaner's did finally pay me in full for the dress, but not until they received my complaint from the Revdex.com as well as a complaint from the manager of the store I purchased the dress from ([redacted] is a customer of Air Lee and threatened to take his business elsewhere because he felt they were implying that the product his store sells is not good quality and he also felt that they were treating me unfairly. I was willing to do as many online reviews as possible telling people what happened, and I had contacted Ralph Lauren to send me a letter stating that the fabric is color fast and the fabric was not the problem. [redacted] did not call or speak to me until AFTER I had gathered all this information in my defense. I had to jump through hoops to have my dress paid for, even after I provided an original receipt for the dress. I can not replace this dress--it sold out in my size. The least Air Lee can do, in addition to paying for the dress, is accept responsibility and admit they made a mistake. I will not be returning as a customer.

Regards,

[redacted]