Capri Cleaners #2

This customer has contacted the Ohio attorney general complaint # [redacted] She was given a claim form to fill out and will be reimbursed once she submits the claim back

I am rejecting this response because: Her message to me its all a lieagain she refuse to apologies for unprofessional lack of service to customersI have no idea how this establishment even has business, First of all I did not threat anyone at allI got upset cause she attacked me before even listening to my concerns and what is this about educated! The only education this individual needs is how to treat customers with respect and serviceShe needs to realize that customers is what makes the businessShe clearly needs to go back to school on how to do thatI reported this issue to all of my fellow co-workers here at *** in *** and not to mention the media and ***Again she can not take responsibility for her actions on bad service with dirty water and chemicalsIt sickens me that I have been working in *** for years and I pay city taxes every year to work in *** and we have this sort of business with bad service and lack of education on how to treat customersi will continue to report this business for as long as it takescustomers needs to know how bad of service she provides.
Regards,*** ***

Complaint: ***
I am rejecting this response because:

Mr. [redacted] came into my store complaining about being able to smell body odor on two of his gold shirts. My staff member informed him that the dry cleaning process does not remove body odor and instead washing in water would be the best option. At this point we offered to wash the shirts in water...

free of charge.  Me [redacted] did not want this solution and wanted refunded his money, so my staff member reached out to me.  Mr.  [redacted] said the same thing about the odor and then I too explained that dry-cleaning does not remove strong smells. I explained I was happy to re-do the items at no cost and he disregarded everything I was saying as if I was trying to make excuses. He then stated that he wanted his money back so I did refund him for the two garments. At that moment he said he wanted to be refunded for the 23 items and referred to three tickets sitting on the counter from a previous day when he had picked up orders. There were 20 pieces for dry cleaning and 3 pieces of laundry. I explained to him that I wasn't going to refund for 23 garments when he only brought in two shirts. I was trying to offer a solution and explained to him again that body odor doesn't come out through dry cleaning and he again continued to disregard me and told me I was ridiculous. He cussed at me and threatened me with bad reviews and said he would also be telling all his friends not to come to my store. I told him as our policy we cannot refund money without the garments and tickets being present and in addition I was trying to make it right by offering to re-do the garments. This customer doesn't have any education about this industry and it is frustrating that he refers to our low pricing as the assumption to bad quality. Routine dry cleaning doesn’t do a great job of removing strong odors from your clothes. And that's because dry cleaning is a water-less process that does not remove odors as readily as general laundry. So garments that smell of body odor, smoke, mold or even perfume need special attention in addition to the normal dry cleaning process for complete odor removal or they need to be washed, which is the option that I offered. In our store we use the most environmentally friendly solvent called HydroCarbon but most of the stores use PERC, which a very strong chemical that poses health risk to humans and a threat to the environment. PERC is more aggressive and it may reduce odors but we chose not to use it because of the health risks mentioned before. Other cleaners also choose to wash cloths without consent from the customer and again we don't do that unless we make the customer aware. I refunded the money for the garments that he brought back but I will not refund the money for the 3 tickets. Cussing at me and my staff, threatening me to ruin my business is not a mature way to handle issues. I have operated my business for 7 years and have established customers that know me and know I care about giving the best at the lowest price.

This customer has contacted the Ohio attorney general complaint #[redacted]. She was given a claim form to fill out and will be reimbursed once she submits the claim back.

The owner is agreeing to reimburse for ONE lost item, once the claim is submitted.  However, the owner denies...

that a belt was lost and the amount to be refunded has not been agreed upon.  Once I submit the complete claim form sent to me via the Attorney General, I will see what, if anything, the owner agrees to do.  This is still not resolved.  The owner has NEVER contacted me directly and only replied to a letter sent by the Attorney General.  There is no guarantee that this owner will reimburse the actual cost of the blouse and if they will reimburse for the missing belt at all.

When Ms. [redacted] dropped off her three pieces to be dry cleaned my staff informed her that her dress, which was a black and white high contrast [redacted] dress with over 3% spandex, had a high chance of fading. Which means that the darker dye would fade onto the lighter fabric. We have had so...

many issues with this particular brand being defective that we told her if she wanted it dry cleaned she would have to sign a waiver removing any liability from us. Which she chose to do. So when she returned to pick up her order, in fact the dress had released the dye, just as we had warned her. She asked to speak to a manager.  I came to the counter and told her that is why we had you sign a waiver. Additionally she started to complain about her other garment a pink blouse that had many faded worn in stains on the front of it. I told her there's nothing I can do for worn in stains it's obvious that the garment is not new and at no point does my store guarantee entire stain removal. All we can do is process garments  and pre-treat them to the best of our ability. I told her that with regards to the dress, there were a couple things I might be able to try to reverse the damage and that I would be willing to do that free of cost. As far as the pink blouse I suggested that she try washing it in warm water with [redacted] or some kind of stain remover and that perhaps it could lift water-based stains out that were not removed through dry cleaning which is an oil-based process. So she asked for her money back and I told her that I was not going to give her a refund when I rendered the service to the best of my ability. When I told her I wasn't going to refund her she threatened me by telling me "I'm going to tell the Revdex.com and the Ohio Attorney General."   There are two sides to every story.  As she continued to make threats I told her to go ahead and take the dress back too that I wasn't interested in going out of my way to perform extra services for someone who is threatening me.According to the section 2 principles of Textile Product Performace from the International Fair claims guide. Page 6 section 1:B. Textile Product Serviceability1) Implied Serviceability - A minimum degree of serviceability or quality of performance is implied inany textile product by reason of its nature, purpose, material content and customary use. Impliedserviceability has been defined by the National Retail Merchants Association as follows :‘In the sale of merchandise, there is an implied warranty that such goods will afford reasonable service inuse and, unless otherwise specified, may be cleansed and refreshed by customary methods. Failure of anarticle to wear or clean satisfactorily when soiled is justifiable cause for complaint.’A textile article that is renovated, cleansed or refreshed by an appropriate or customary method, as definedelsewhere in this Guide, is expected not to :a) Shrink or stretch out of size or shape.b) Become yellow, grey or otherwise discoloured or change physically in appearance.c) Lose or change colour, or stain other material.d) Become stiff, limp or otherwise changed in feel or touch.When a limitation or special instruction is properly affixed to a product in a clearly visible position, suchinstruction must be followed. Otherwise, the person failing to follow the instruction assumes responsibility iffailure results.When labelled instructions are carried out in accordance with appropriate definitions in the Guide and afailure results, the responsibility for failure rests with the product."According to above statement; we cleaned the garment according to the care label and the color transferred. This concludes that the responsability is from the manufacture. section G product failure:"Where a product exhibits an abnormal amount of fading or staining the problems should be explained to theconsumer and written approval be obtained from the consumer prior to drycleaning."we followed the appropriate protocol and in order o retain the customer offered to work on the garment for FREE.