Campbell's Cleaners Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
** ***

Good afternoon,
I was rather shocked to read Mr. [redacted] complaint letter.  Campbell's Cleaners has been serving the Corvallis community for 44 years.  I value the relationships we have built, our reputation for providing excellent, honest service and find the letter extremely insulting...

and highly exaggerated.   We take pride in the fact that we truly take care of our customers and stand behind any mistakes.  They most certainly can happen & I am the first to acknowledge this. 
Mr. [redacted] partner/living companion, [redacted], is the account holder and appears to be the one that brings in/picks up garments as his name and his cell phone are on the account (& only his).   Recently when picking up an order, Mr. [redacted] assertively stated to 2 of my counter attendants that we lost 2 "very full bags of garments" of his.  He then continued to say that he knows we mix up garments as he got someone else's top a while ago and just threw it away instead of talking with us.   He's the one that handled this order as well.  I certainly didn't mean to offend Mr. [redacted] by explaining this story (which he apparently knew nothing about from his partner), but I felt he needed to know since that's the owner of the account and the name on all the invoices, indicating he knows more about the garments they bring in for servicing. 
 
The sweater issue that surfaced over a week after having possession of the items they brought it seems to be yet another unverified claim.  I 100% agree that this sweater has been washed & dried in a very aggressive manner.  The wool is felted, the sweater has shrunk and it is severely pilled with dark pills, probably from another garment.  I explained the dry cleaning process that we use and invited Mr. [redacted] to visit and see the process that we follow.  There is simply NO way that this sweater was serviced with our systems.  Again, the item has clearly been destroyed by a home-style washer, which we simply do not do here. 
 
Again, I do not want to offend Mr. [redacted], but suggested that perhaps since he's not the one that handles the washing & dry cleaning in their partnership, that it could've easily been mixed up in the laundry at home and that wasn't in fact one of the sweaters that we've dry cleaned here.  
 
In hopes of making him feel better about the sweater, I did offer some dry cleaning credit for the future.  He repeatedly said that he didn't want the money, just an explanation and apology as to what happened.  I'm still willing to offer some dry cleaning credit for him and his partner to use. 
 
Best regards,
Tammy E T[redacted]
President
Campbell's Cleaners, Inc.

There are several inaccuracies regarding this situation.  We are very timely in responding to customer issues, and our store manager was doing as much as she could with the language barrier.   She did pass along the issue to me (the owner) yesterday afternoon as I just returned from a...

4 day trip.   The garment was cleaned ACCORDING TO manufacturer instructions.  Care was taken with trim (metal pieces) by placing into a mesh bag, turning inside out, and cleaning on a shorter dry cleaning cycle.  Absolutely everything was done to clean it the safest, but a piece of the trim fell off.  Being it's a very small metal "rod" it probably fell off into an unreachable area of the machine.    Had I anticipated this problem, we certainly wouldn't have cleaned it, as the law requires that all pieces of a garment be able to be cleaned safely in the same method.  In general, many large stores are able to find the trim pieces for garments they sell via the manufacturer.  Our suggestion to talk to the store is simply the next step and shouldn't be perceived as "brushing off" the problem.  My manager was sincerely trying to help as this is the best route to take.   If they can't find the trim piece (my seamstress even went to 2 local stores to see if we could fabricate something), then the STORE is responsible for the garment.  Again, it was cleaned as safe as possible according the manufacturers requirements of cleaning.  If he purchased the item at a reputable store, there won't be a problem (Saks Fifth Avenue, Nordstrom, etc).   If it's from a small boutique, then it will be more challenging as they don't have much clout with manufacturers for the most part.  I'm not clear as to where he got it, so I'm not sure what will happen.  Thank you,Tammy T[redacted]