Bailey Avenue Laundromat

Review: 4 Problems:1. I called this laundromat for their delivery service. I asked the price on the phone (after having to go through 3 different people) and was told about 10 dollars for my one bag of laundry. It was only after my laundry was finished that they told me they had a minimum of 30 dollars for delivery.2. I was told on the phone someone would come to pick my laundry up in about 30 minutes. It took about 3 and a half hours.3. When my laundry was delivered to me, I opened the plastic bag into which everything had been transferred to find that my laundry bag had been torn completely, and when I went through my and my girlfriends' clothes, I found that 4 articles of clothing had been ruined with bleach, all with white and orange stains and one with holes chemically burned through it.4. All of this would have been fine, but when I went in to speak to the owner and ask for a refund, she verbally abused me, yelling at me and claiming that I was lying. She denied everything even as I showed her the ruined clothes, briefly showing me a picture she claimed her employee had taken of the clothes, presumably after noticing she had damaged them. After denying me even a refund for destroying my clothes, the owner even refused to send me the picture for my own records.Desired Settlement: I would like a refund for the 30 dollars I paid for laundry, and an additional 20 dollars for the ruined clothes.

Business

Response:

To whom it may concern:

This is a follow up to a complaint from a [redacted]. We have provided excellent “drop off” service to many clients during the past 3 years, with no complaints. We separate the white, bright and dark clothing for only .90 a pound we use Tide and Shout on the laundry making it super clean and with a fresh scent.

He called and spoke with me directly a US Citizen that is bi-ligual. I spoke perfect English when I discussed the aforementioned and the $30 minimum (as posted on the website) due to rising costs. I recall he said it was his first time using a laundry service. He called 5x’s after I left for the day to verify the pricing before confirming the “pick up”. He didn’t realize that the staff was busy with other clients and were trying to squeeze his laundry in. To address the four complaints:

1) All those calls made the attendant nervous and suspicious she decided to take caution while dealing with his laundry so much that she took a photo of the clothing before washing. (Note: it is very rare we do this, but sometimes it is necessary.)

2) While we do try to get the clothes immediately a half hour is not realistic for our service offering . Most laundries give a 2 to 4 hr window of time.

3) The laundry bag was so poorly damaged that the clean clothes couldn’t fit neatly. Its standard for us to provide a clear laundry bag free of charge. We don’t use any other harsh chemicals as we are not chemists. Shout and Tide would do no harm to any type of laundry and the bleach is poured into the detergent compartment of the washer. Note he said only “four pieces were damaged” taking into consideration our laundry technique “all” of the colored laundry would have been damaged. We did not use bleach at all since there weren’t any white clothing, hence we were not negligent.

4) As for “verbal abuse” I am sorry he didn’t like hearing “no” for a refund. Our store policy on damage, loss are written on the receipt and store signage that I instructed him to read during his visit. In an effort to demonstrate good business practice and customer service I would have made an exception had he proved to me his clothes were damaged by my staff beyond a reasonable doubt. Anyone can place damage laundry in a bag and claim the attendant is responsible. As for a copy of the photo that was texted to me, I did not want to share my personal phone number with a stranger.

I honestly believe this is a case of “buyer remorse” he regrets spending money on a “laundry pick up service”.

Respectfully,

[redacted] (President)