Bensinger's Fine Cleaners, Inc.

On 10/22/2015 2 were two pairs of[redacted] 501 Jeans were left at this establishment to dry clean only,when picked up the garment faded and had shrunkOn 10/22/2015 2 were two pairs of [redacted] 501 Jeans were left at this establishment to dry clean only,when picked up the garment faded and had shrunk. when speaking to [redacted] she was rude and abrupt informing me the cleaners had prior problems with these kind of Jeans. She stated the counter"girl" was not trained on these kind of pants. My complaint is if there were previoys concerns then it should have been my choice to not leave the pants. They were washed and not dry cleaned. She stated Bensinger will not pay for the pants however she will open a claim. When following up she stated she had a wedding to attend and her boss was out of town. The third conversation she stated I would not be reimbursed because she felt they did nothing wrong. She has a non caring attitude and now my grandson is out if 118.00 in jeans he cannot wearDesired Settlement118.00 plus tax and the 21.00 cost to dry clean the jeansBusiness Response Contact Name and Title: [redacted]Contact Phone: [redacted]First, we want to apologize for not handling Ms [redacted]'s complaint very well. If we have not refunded the $21 cleaning cost , we are happy to do so. [redacted] 501 jeans: It is a shame that[redacted] does not put a warning on outside labels warning of 5-10% shrinkage and color change. The inside garment care label on [redacted] 501 jeans states clearly that jeans will shrink up to 10 % and may have color variation after wet cleanig OR dry cleaning . These jeans are made to shrink up to 10% .. We recomend returning to retailer for exchange or credit . These garments should be one -two sizes larger than most garments. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)If this organization has so much knowledge relating to[redacted] jeans then why was it not conveyed to the customer giving me the option to leave the garments at my own risk,I have previously had those same Jeans dry cleaned at Bensinger with no concerns. I requested dry clean only ,it was written on the ticket and my complaint is not what is on the label but my instructions were not followed,they wahed the Jeans and dry cleaning was not perfomed per my instructions.They keep using what [redacted] put on the label and it has nothing to do with that organization,however BENSINGER did not follow my instructions.

I dropped off 2 suede leather pillow covers Sept 2014 to be cleaned. The company requires a $25 deposit on cleaning leather. The ticket showed they should be ready a month later. Their protocol is to call the customer for pick up when ready. I did not receive a phone call. I went back to the store in January. At that time it was suggested by their representative that it may take as long as 6 months to get leather back. Not pleased, I gave them the benefit of the doubt and waited a couple more months for a call. Again no phone call came. I returned on Friday May 8th. The clerk told me she would have to call the plant. It was after plant hours so she took my number and said she would call me Monday. Again no phone call. I then sent emails to their customer service email found on their website, again no response. I returned May 27th and spoke [redacted] at that location and she was able to call the plant. There I spoke with [redacted]. She informed me that after 6 months they consider the property abandoned and donate it. The claim ticket does not show this policy. She could not make decisions to achieve customer satisfaction and passed me on to [redacted]. She suggested I had moved and changed my phone number and were unable to reach me. Their practice is to call and then send a postcard if no response. I had neither moved or changed phone numbers. I even reviewed my phone records to see if I had missed a call or repeated calls. I found no record. She needed to talk to another associate. After a repeat phone call to her to find the status, again no response. Another week has passed and I am still out by covers and $25. Any assistance with this matter would be greatly appreciated.Sincerely [redacted]Desired SettlementI would like to be reimbursed for the covers and the deposit refunded. Approximate value of the covers is $300.Business Response It is not our procedure to call when suede gets back. It is not our procedure to notify a customer that clothing has been at a store for more than 6 months. I was first notified of the situation with Mr [redacted] on May 27, 2015. The email address he was using was not correct. I asked him to be patient with me as I talked to the Bensinger owner, who was out of time at the timehe contacted me. The following week, I was out due to a health isssue. Reimburment procedures can take up to a month to finish due to having to look at all of our records. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The response seems to put the blame on the customer. The claim ticket does not explain their policy of not contacting the customer or what happens after 6 months. When I inquired in January I trusted the clerk when I was told it sometimes takes months to receive leather back. The non contact procedure contradicts what was discussed when I was able to talk to someone at their main office. I was told if they were unable to reach a customer by phone a postcard should have been sent. The email address I used to contact them came directly from their own website. When I told them which one I used the response was that they were not aware that that email address was on the website. For a reputable cleaner there seems to be a lot of misinformation being dispersed. The excuses supplied for not contacting me may be valid. However, information should have been relayed to someone who can handle a response in a timely manner. The first phone to [redacted] was on May 27th. I made another phone call on June 1st and was told she hadn't yet spoke to the person with whom she needed to address the issue. I waited another week without hearing any response before contacting the Revdex.com. In my opinion, if you know you have an unhappy customer it is in the best interest of the company to resolve the issue as quickly as possible. It wasn't until the Revdex.com complaint that I got a response from Bensingers.They offered a settlement which I initially accepted prior to seeing the company response. This response tries to diminish any role the company played in the loss of my covers and put it entirely at the customers feet. I certainly should have been more watchful. I believe that the covers never made it back to the store, if they did, I believe I would have been notified that they were there. I really do not understand how they stay in business if this is an example of their customer service.As a side note, I was also going to leave some bedding as well. The clerk told me that it would take a month. Since I needed it the following week for out of town guests, if was suggested that I take it to a cleaner she suggested. I did, and they were able to have it ready the next day. I wish the company luck in their continued success. However I do not plan on using them again. I may have had a different feeling if they took this issue more seriously. Final Business Response The customer accepted the settlemnt offer whe gave him. We apologize for the legnth of time it took to get this matter settled. We have have some personell who are in charge of this out on vacation, surgeries, and a death in a family, leaving the company short staffed. We know that that is not a way to keep the customer happy, and for that we are truly sorry. As for what Mr. [redacted] was told in the store, we have spoken to the ladies to make sure they know our procedures. It only takes 6 weeks to get leather back, not 6 months. We do not call when it is ready, but we do send postcards and make phones calls after 30 days. By Tennessee law, we are only required to hold package for 30 days, although we hold them for 6 months, because we know our customers have busy lives and can not always make it in that time frame. We are sorry for the frustration Mr. [redacted] has had with this situation.

Dry cleaners lost a coat left for cleaning and refuses to replace or reimburse for the coat.Wool coat [redacted] $300) left for cleaning. Several weeks later we received a reminder card by mail to pick up coat. Two days later we arrived to pick up coat but the coat could not be found.Over the following 8 weeks the owner, [redacted], failed to return multiple voicemails as well as messages left with employees. He was finally reached yesterday and now refuses to accept responsibility for his company losing the coat.Desired SettlementReplacement of the coat or cash reimbursementBusiness Response A check for $240.00 was mailed to Mr. [redacted] on 3/25/14.

Bensinger's ruined my virtually new tuxedo and refuses to replace it.On 8/12/14, my wife took my tuxedo to Bensinger's Cleaners at [redacted] to be dry cleaned. This was the first time to be cleaned as it had been bought on 10/24/12 and had only been worn a few times. Upon picking it up on 8/21/12, I discovered iron marks on the coat's right satin lapel and the inside of the coat also. The coat in effect was ruined and could never be worn to a formal event in such condition.I informed the Bensinger desk clerk at the time that I wanted to file a claim and left the tuxedo with her with the understanding she would turn the matter over to her manager. Subsequently, on 8/27 and 8/28, I had several telephone conversations with Bensinger's co-owner, Mr.[redacted], in which I communicated my expectation for Bensinger's to reimburse me for the cost of the ruined tuxedo. Mr.[redacted] refused to take responsibility stating that he and his partner,[redacted], had examined the tuxedo and although the lapel appeared to have iron marks, a person would would need "20-20 vision" to notice. Further, Mr.[redacted] had the audacity to tell me that I had been an infrequent customer, actually citing my recent spending at Bensinger's, with the implication being that my dollar volume of business didn't warrant the replacement of the tuxedo.On 9/1/14, I sent the following email to Mr.[redacted] in an effort to settle the matter in an amicable manner. I have not received any response. "I received your check for the cleaning charge refund. Thanks. As I have said by phone, your Company ruined my tuxedo. The iron marks on the front right lapel make the coat unwearable, and I expect Bensinger's to reimburse me for my cost.I purchased the tux on 10/24/12 from[redacted]. Normal list price was $1,195.00, but[redacted] was running a promotion for a 20% discount at the time, thereby making my cost $956.00 plus tax of $88.43 or $1,044.43 total. A copy of the[redacted] invoice is attached.It is my hope that we can reach an amicable settlement of this matter. Otherwise, know that you leave me no alternative other than to file the appropriate consumer complaints and to pursue legal remedies.I will be overseas for two weeks beginning Thursday, but can be reached via email."Desired SettlementAs stated in my 9/1/14 email to Mr. [redacted], I expect for Bensinger's to reimburse me for the cost of this tuxedo, $1,044.43.Business Response We understand Mr.[redacted] concerns but we did not damage his tuxedo jacket. The problem (which is very hard to see) is possibly from a hand iron or other equipment that we do not use.We have done work for Mr. & Mrs. [redacted] off and on for several years. Some work in 2013, none in 2012, now some in June of 2014. In June 2014 we laundered a tuxedo shirt but no tux suit. In august 2014 we laundered a tux shirt and a tuxedo jacket and pants. Additionally the jacket is also very torn under the arms inside the jacket. Mr. [redacted] informed us that the jacket had been purchased in a too small size; and that[redacted] had taken apart the armholes so it might fit more comfortably. We are sorry Mr. [redacted] feels we have ruined his tux jacket, but we do not feel we are responsible for this jacket. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As stated in my complaint, the tuxedo was purchased on 10/24/12 and had only been worn a couple of times prior to this incident. The tuxedo had never been cleaned or pressed prior to taking to Bensinger's on 8/12/14. The iron marks were not on the coat when it was taken to Bensingers, but were on it when returned. BENSINGERS IS DENYING RESPONSIBILITY FOR THEIR NEGLIGENCE.Bensinger's reference to "torn" armholes is their attempt to imply that the coat was old or in poor condition. The armholes were tight when purchased and rather than altering the shoulder area,[redacted] suggested cutting the seam of the lining of the armholes as a simple solution. The armholes are irrelevant - the coat was ruined by the iron marks on the lapel caused by Bensinger.Bensinger's response does not surprise me - denying responsibility is standard modus operandi for this company. I discovered that many years ago as a former long time, regular customer. Unfortunately, I made the big mistake of giving them another try when my replacement cleaners, [redacted], closed. I find it incredible that this business enjoys an A+ rating by Revdex.com, and it is my sincere hope that you will re-evaluate this rating.Final Business Response

I took 9 pieces of clothing to Bensingers Cleaners and received only 5 back. I filed a their lost claim form on 4-22-15. No response from Company.I took 5 blouses and 4 pair of pants to Bensingers Cleaners at [redacted] with a due date of 4-7-15. I picked up my cleaning on 4-22-15 and all four pair of linen pants were missing.I filled out their claim form on 4-22-15 and re visited the store twice more. I took in a pair of identical paints to show then what they should look for. Ticket numbers are XXXXXX-XXXXXX.I received a claim ticket which did not say what items were left. I left two messages with [redacted], the manager and two messages with [redacted], the owner and have received no response.I believe the employee who took my clothes did not add my pants to the ticket and they were put with some other customers clothes.I am a senior citizen living on a fixed income and it would be a hardship to replace the garments, as they were all of my summer pants.I want to resolve this professionally and fairly but no one from Bensingers Cleaners will contact me in any way.Thank youDesired SettlementReembursment for four pair of lost pants at $74.29 each equals $297.16 . The exact pant is for sale now at J [redacted] store on [redacted] for $68.00 plus tax now.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@bensingerscleaners.comWe have talked to the client, and told her we would get back to her as soon as we finished our research. We have looked through our system and there was not 4 slacks invoiced that day at the [redacted] location. Our system allows us to look at exactly what has been put into the computer system on a given day. I understand that mistakes do happen and things are invoiced under the wrong name. However, we are able to find these missing items by using a certain report. We understand she is an elderly lady on a fixed income, but we do not show any indication that she left 4 slacks with our company. Also, our records show that Ms. [redacted] dropped off 4 blouses on 4/7/15, not 5. Ms. [redacted] stated that she left 2 messages with me, [redacted] I did not receive either message. I check my voice mail daily. She did speak with [redacted], the ownder of Bensinger's. If you have any further questions, please let us know.

Cleaning was late and faulty. I was promised phone call when ready and refund for cleaning. Received neither On Wednesday, April 1, I dropped white dress to be cleaned. (I don't normally use Bensinger's, but dress was expensive and white since they advertise "fine cleaners" I felt they would do better than average cleaning. I showed make up stains inside neck to clerk, who marked spot. I was told it would be ready Thursday, April 2. I arrived after 6:00, and was told since it had spot it was not ready. Clerk said she would call when ready. I never received call. Saturday morning, I realized I needed dress for Sunday. I paid and was leaving when I saw a blue spot on back of dress (not there previously). I needed dress for Sunday, but was told there was nothing the could do on weekend. The clerk offered for me to take it (it was not wearable). She said they would send it back and I could get refund Monday. They would call me. I never received a call.Today, I had time to pick it up. When I did and asked for refund, clerk replied "per manager, no refund". I waited 10 days with no call or apology and missed wearing the dress for the occasion for which I had it cleaned. I would think the manager would be apologetic The spot on the dress (according to the Saturday clerk, was due to it being near end of zipperthus their mistake. It was not there originally)The original cleaning tag was removed from garment. The "redo" receipt shows $0.00 as amount. I paid $14.64 on April 4, but did not take dress. The receipt is actually in my daughter's name:[redacted] as we share the same home phone number which is the account number Desired SettlementI would just like the $14.64 refunded. The clerk on Saturday explained that I would receive refund since I couldnt wear dress and they couldn't correct their cleaning error over the weekendBusiness Response To whom it may concern, The manager was unaware of this situation. Spots do take up to two days. Sometimes they are done by the next day but most of the time they are not. However, our company has no problem giving refunds but the customer NEVER CALLED the manager herself nor had any clerk at the location do a claim. Had the appropriate steps been taken this situation would have been dealt with. On behalf of Bensinger's Fine Cleaners, I do apologize for the inconvenience and for how poorly the situation was handled. If you would still like to discuss this matter feel free to call our Headquarters at XXX-XXX-XXXX. Thank you and have a great day.