Bella Cleaners

Hello,As per my complaint, none of the below is trueThey ruined two sweaters, never offered any refund, lied to me about ownership, and accused me of lyingThey owe me a refund for both sweater washes and the value of both sweaters that they ruined--both of which I have photos ofI asked for the value of the dry cleaning because it was less than the total of cleaning two sweaters and the cost of the two sweaters, however, if they are going to continue to misrepresent the situation I will request the full value of the sweaters as well ($is what they owe me for the cleaning of two sweaters and replacing those ruined sweaters vthe $I requested).I am not demanding the value of a new sweater for a used one, I am demanding the price of two sweaters which had been lightly worn and never washed before and were in like-new condition, but were completely pilled and ruined after being "dry cleaned" by Bella'sThey even admitted they had new machines, which they clearly are not familiar with using properlyThe fact that they continue to misrepresent the situation speaks to the dishonesty of this establishment and how little regard or care they hold for their customersThe fact that they threaten legal action, when in fact, they are the ones who are in the wrong, further speaks to a lack of accountability and honest dealingI am in disbelief that ONLY when the Revdex.com was involved dud Bella's decide to be polite and represent itself as cooperativeThe owner (who again, dishonestly portrayed himself as merely an employee), was anything but cooperative (see: his accusation that I was a liar and went around to all the dry cleaners in town trying to swindle them out of money)It is sad, but the response from Bella's is a sanitized version of a truly awful customer experience made to portray it as the victim when I am the one with ruined clothing and lost work hoursRegards, [redacted]

Hello,This is Kye [redacted] L [redacted] from Bella CleanersWe recently received the complaint from our customer regarding the damage of the customer's sweater in our care.This is what we have in record and our response:• 2/- First time customer used our service• 2/- Customer picked up the clothes• 2/- We received a call from the customer, regarding the problem with the sweater, but we were unable to properly answer via phone because we were busy at the time with other customers.• 3/- Customer came into the store, wearing the sweater in subject; she complained that the sweater piled after the wash o She then went on to demand full refund back for the total dry cleaning ($57.85) not for exclusively the sweater ($8.20)o We said that we could not refund the whole order, but we would be happy to take it in and re-wash it for herHowever, the customer was uncooperative and once again demanded for full refund on the whole cleaning serviceo Our employee said he would get back to her after talking with the owner• 3/- Customer once again came in during our business hours in the morning, so we told her that we could not give her the full refund in cash for her sweater damageHowever, we offered her complementary credit for future washeso Again, she denied the offer and only wanted full cash-back for the entire service, not just the sweater.We believe that it is unfair for the customer to bring in a used sweater and compare it to the price of a new sweater, only demanding for the full refund of the whole cleaning service.We can refund her the amount for the sweater cleaning service ($8.20) or offer her a complementary dry cleaning for her sweater again; however, we do not feel it is fair to refund her money on other materials as wellI have attached a picture of the receipt, which shows that she also came in with a dress, sweaters, and a tank top for dry cleaning.We have been in business for the past years and this has never happened beforeIn addition, we have proof and solid evidence that a sweater cannot get piled and bumpy with a dry cleaning machineWe apologize for the miscommunication in the process and dissatisfaction with our serviceHowever, if you cannot agree with the following compromises, we will talk to our lawyers for further action.Thank you.Best,Kye [redacted] L**

Complaint: ***
I am rejecting this response because:I understand the language barrier, however, the alleged employee stated that the owner was a "she" and that if I came back on the second day "she" would be there to speak with meHe repeated multiple times that someone who could help would show upDespite having to take time out of my work day, I returned the next day and "she" was not there, he would not call "her," and he refused to give me a way to reach "her." This is not a language barrier, this is dishonesty and evasion.I am changing my original request (1) because you are being difficult, and (2) to better align with how you believe charges should be refunded so as to get this issue resolved more quicklyYou misstate my second request, I asked for $in my last email, and NOT $as you have stated in your responseThis is the cost of both sweaters to be dry cleaned and replacedThis is the amount that I would claim in small claims courtThe original request was for the full dry cleaning and the sweatersI requested this because almost EVERY business I have ever encountered values customer service and repeat business over a couple dollars and would have just refunded my full purchaseClearly that is not how your business operatesYou would rather insult your customers and not have them return and keep a small fee than encourage good relations and repeat business. I understand fully that you do not believe that you ruined my sweaters, however, even your alleged employee acknowledged at one point that they were pilledI brought them in and they were clearly pilledYou cannot look at a pilled sweater and tell me that it has not been pilledThat is like looking at a cat and telling me it is impossible that it is a cat because they don't come into your shopI get that you don't believe it possible, but it happened, so it is possibleYou ruined my sweatersI can no longer wear them to work as I had because they look pilled and old after I left them with you to dry clean and when they had never before been washedIf it was not possible for you to wash them properly then you should not have tried(Your alleged employee also at one point claimed that it was the sweater's fault, by the way).I did eventually get frustrated with your alleged employee, the reason: he told me to my face that I was a liar and that he knew what kind of person I was and that he believed I went around to other dry cleaners trying to swindle them out of moneyIt is clear from your first response that you possibly also believe this (your first bullet point in your initial response email is that I was a first time customer)It is reasonable to get worked up over thisThis is rude and it is slanderousHe repeated that I was a liar and continued to tell me that I was making up the pilling despite it being right in front of himThat would be frustrating to anyoneI got frustrated the second day because he had lied to me that someone who could help me would be there, meaning that I had been deceived into taking time out of my work day to resolve this when clearly there was no intent to help me resolve this at allI got further frustrated on the second day because he repeated his insultsThat is not how to treat a customerI refuse to money to a business that thinks it is appropriate to ruin someones clothing without taking responsibility and then also thinks that it is totally okay and to insult someone when you have ruined their clothing Let's also be clear, I was NEVER offered ANY compensationYou have claimed that I was, but I have never been offered anythingEven your last email does not offer a future refund, but still claims one was offered--it never was.Further, you again threaten legal action but I am not sure what forYou have ruined my clothing and kept my moneyI cannot but think this is your business continuing to NOT take responsibility or care about more than a few dollars rather than customer experience and proper tendering of services
Sincerely,
*** ***

Hello,As per my complaint, none of the below is true. They ruined two sweaters, never offered any refund, lied to me about ownership, and accused me of lying. They owe me a refund for both sweater washes and the value of both sweaters that they ruined--both of which I have photos of. I asked for the value of the dry cleaning because it was less than the total of cleaning two sweaters and the cost of the two sweaters, however, if they are going to continue to misrepresent the situation I will request the full value of the sweaters as well.  ($67.96 is what they owe me for the cleaning of two sweaters and replacing those ruined sweaters v. the $57.85 I requested).I am not demanding the value of a new sweater for a used one, I am demanding the price of two sweaters which had been lightly worn and never washed before and were in like-new condition, but were completely pilled and ruined after being "dry cleaned" by Bella's. They even admitted they had new machines, which they clearly are not familiar with using properly. The fact that they continue to misrepresent the situation speaks to the dishonesty of this establishment and how little regard or care they hold for their customers. The fact that they threaten legal action, when in fact, they are the ones who are in the wrong,  further speaks to a lack of accountability and honest dealing. I am in disbelief that ONLY when the Revdex.com was involved dud Bella's decide to be polite and represent itself as cooperative. The owner (who again, dishonestly portrayed himself as merely an employee), was anything but cooperative (see: his accusation that I was a liar and went around to all the dry cleaners in town trying to swindle them out of money). It is sad, but the response from Bella's is a sanitized version of a truly awful customer experience made to portray it as the victim when I am the one with ruined clothing and lost work hours. Regards,[redacted]

Hello,This is Kye [redacted] L** from Bella Cleaners. We recently received the complaint from our customer regarding the damage of the customer's sweater in our care.This is what we have in record and our response:• 2/21 - First time customer used our service• 2/27 - Customer picked up the clothes• 2/28 -...

We received a call from the customer, regarding the problem with the sweater, but we were unable to properly answer via phone because we were busy at the time with other customers.• 3/1 - Customer came into the store, wearing the sweater in subject; she complained that the sweater piled after the wash.  o She then went on to demand full refund back for the total dry cleaning ($57.85) not for exclusively the sweater ($8.20). o We said that we could not refund the whole order, but we would be happy to take it in and re-wash it for her. However, the customer was uncooperative and once again demanded for full refund on the whole cleaning service. o Our employee said he would get back to her after talking with the owner• 3/2 - Customer once again came in during our business hours in the morning, so we told her that we could not give her the full refund in cash for her sweater damage. However, we offered her complementary credit for future washes. o Again, she denied the offer and only wanted full cash-back for the entire service, not just the sweater.We believe that it is unfair for the customer to bring in a used sweater and compare it to the price of a new sweater, only demanding for the full refund of the whole cleaning service.We can refund her the amount for the sweater cleaning service ($8.20) or offer her a complementary dry cleaning for her sweater again; however, we do not feel it is fair to refund her money on other materials as well. I have attached a picture of the receipt, which shows that she also came in with a dress, 4 sweaters, and a tank top for dry cleaning.We have been in business for the past 12 years and this has never happened before. In addition, we have proof and solid evidence that a sweater cannot get piled and bumpy with a dry cleaning machine. We apologize for the miscommunication in the process and dissatisfaction with our service. However, if you cannot agree with the following compromises, we will talk to our lawyers for further action.Thank you.Best,Kye [redacted] L**

Hello,Again, we apologize for the miscommunication and poor experience with us. However, we believe that we tried to communicate our side with you as best as we could. A key component to this is that there is a huge language barrier between our employee and the customer. I am not sure if there was a miscommunication in the refund offer that we provided through our employee due to the language barrier, but that is what we understood was communicated.In addition, you complained that our business is lying to you about the ownership. If you take a look at the owner of this business, it is under "Kye [redacted] L**" which is myself. I am the owner for this business and therefore, our employee, Dae, could not provide you with the right answer the first time. You are also changing your original request of claiming $109.85 for the damage to $57.85? I am not sure if you are suddenly changing your demand because we brought in evidence that your dry cleaning was not worth the amount that you claimed. Yes, it is a fact that we got new machines for dry cleaning; however, this further supports the fact that there is no likelihood of piling. It would have been more likely if it had been an old machine that had been worn out. We have gone through months of training and working with the new machines, so the customer has no evidence whatsoever to claim that we have no expertise in this matter. And like I had mentioned in the previous response, we have never had this kind of complaint or experience from a customer before. We are also hearing from our employee that he was disrespected and yelled at, which is not a proper way to communicate with someone providing service. We tried to provide the customer with proper measures of compensation, but if she continues to demand for money on clothes that we did not ruin, then we will have to go to our lawyers for further details.Thank you.Best,Kye [redacted] L**