We apologize to Mrand Mrs*** for any inconvenience this incident may have caused themThe item was a scarf not a shawl which is years oldThe scarf came with several coffee stains and one can argue not even wearable but all possible attempts were done to clean the stains, unfortunately
some stains are embedded into the fabric and may not be removed unless a "wet Cleaning" process is performed due to their fragile natureMaybe Mr*** didn't understand the process but in the industry wet cleaning is a method even if the item indicates Dry Clean onlyThe clerk did explain this to Mr***. The care labels always indicate minimum requirementsMost green Dry Cleaners wet clean 90% of the item and the items come out completely fineUnfortunately, there is no way to force or predict this out come.We made every reasonable efforts to resolve this matter for Mr*** and took responsibility, no matter who is right or wrong We followed the best practices of the *** *** *** *** as approved by the *** *** *** in arriving at a fair market value for the scarfThe market value actually came out at 10% of the value but in our phone conversation as a courtesy we offered $which is 20% of the purchase price Unfortunately, every item has depreciation from cars to gold, and the price is based on the age of the item when it is damagedWe have been very flexible and can not provide replacement value for a scarf which is years oldOur final offer is $
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/02/11) */
We apologize to Mr*** for any inconvenience he may have incurred due to this eventAt the time of the missing garment, 2-5-2015, we had written a missing garment report #*** which Mr*** was given a copy for his record at the
storeWe immediately started the process of locating his garment and was determined to be in the possession of a customer with similar names and the garments had been accidentally switchedThe customer was contacted the same day and understood our concern of resolving the issue for both partiesThe other customer returned the garment within a few hours and we contacted Mr*** that we have his pants in our possessionMr*** was at work and could not return back to the store so in order to resolve the matter the same day the store manager physically dropped off the pants at 4:pm on 2-05-and gave them to Mr*** at Remington RdThis matter was resolved and pants returned the same day of the incident
Initial Consumer Rebuttal /* (3000, 7, 2015/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, store manager did call me explaining they have days before they need to find the missing garmentsI informed the manager that I am calling their franchise customer service hotline and leaving a complaint on Revdex.comOnly then did manager make it a priority to drop off my pants, he suggested that they were in another customers possessionPants were dropped off without being dry-cleaned and with strands of white dog hair on itI do not own or live with any petsIt was very obvious that the pants had not been dry-cleaned and I'm not sure where they located themI showed him the dog hairs and missing creases- I asked him if it had been drycleaned, he could barely muster up the courage to say yesHe admitted that the work quality did not meet their standards and wasn't sure why it had never been ironedHe offered to apply credit back to my transactionNever heard from him again and didn't see any credit applied to my Visa credit cardPoor customer service and deceitful business practices
Final Business Response /* (4000, 9, 2015/02/18) */
The recollection of events by Mr*** are unfounded and getting more and more bazaarIt would be comical to think after a mishap of switched garments we would then return uncleaned pants back to the customerWe will send a check for $2.79, the cleaning Mr*** paid, to the address aboveWe do not store credit card date and therefore can not put any credit back on the card
We apologize to Mr. and Mrs. [redacted] for any inconvenience this incident may have caused them. The item was a scarf not a shawl which is 6 years old. The scarf came with several coffee stains and one can argue not even wearable but all possible attempts were done to clean the stains, unfortunately...
some stains are embedded into the fabric and may not be removed unless a "wet Cleaning" process is performed due to their fragile nature. Maybe Mr. [redacted] didn't understand the process but in the industry wet cleaning is a normal method even if the item indicates Dry Clean only. The clerk did explain this to Mr. [redacted]. The care labels always indicate minimum requirements. Most green Dry Cleaners wet clean 90% of the item and the items come out completely fine. Unfortunately, there is no way to force or predict this out come.We made every reasonable efforts to resolve this matter for Mr. [redacted] and took responsibility, no matter who is right or wrong . We followed the best practices of the [redacted] as approved by the [redacted] in arriving at a fair market value for the scarf. The market value actually came out at 10% of the value but in our phone conversation as a courtesy we offered $90 which is 20% of the purchase price . Unfortunately, every item has depreciation from cars to gold, and the price is based on the age of the item when it is damaged. We have been very flexible and can not provide replacement value for a scarf which is 6 years old. Our final offer is $90. Sincerely,[redacted]
We apologize to Mrand Mrs*** for any inconvenience this incident may have caused themThe item was a scarf not a shawl which is years oldThe scarf came with several coffee stains and one can argue not even wearable but all possible attempts were done to clean the stains, unfortunately
some stains are embedded into the fabric and may not be removed unless a "wet Cleaning" process is performed due to their fragile natureMaybe Mr*** didn't understand the process but in the industry wet cleaning is a method even if the item indicates Dry Clean onlyThe clerk did explain this to Mr***. The care labels always indicate minimum requirementsMost green Dry Cleaners wet clean 90% of the item and the items come out completely fineUnfortunately, there is no way to force or predict this out come.We made every reasonable efforts to resolve this matter for Mr*** and took responsibility, no matter who is right or wrong We followed the best practices of the *** *** *** *** as approved by the *** *** *** in arriving at a fair market value for the scarfThe market value actually came out at 10% of the value but in our phone conversation as a courtesy we offered $which is 20% of the purchase price Unfortunately, every item has depreciation from cars to gold, and the price is based on the age of the item when it is damagedWe have been very flexible and can not provide replacement value for a scarf which is years oldOur final offer is $
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/02/11) */
We apologize to Mr*** for any inconvenience he may have incurred due to this eventAt the time of the missing garment, 2-5-2015, we had written a missing garment report #*** which Mr*** was given a copy for his record at the
storeWe immediately started the process of locating his garment and was determined to be in the possession of a customer with similar names and the garments had been accidentally switchedThe customer was contacted the same day and understood our concern of resolving the issue for both partiesThe other customer returned the garment within a few hours and we contacted Mr*** that we have his pants in our possessionMr*** was at work and could not return back to the store so in order to resolve the matter the same day the store manager physically dropped off the pants at 4:pm on 2-05-and gave them to Mr*** at Remington RdThis matter was resolved and pants returned the same day of the incident
Initial Consumer Rebuttal /* (3000, 7, 2015/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, store manager did call me explaining they have days before they need to find the missing garmentsI informed the manager that I am calling their franchise customer service hotline and leaving a complaint on Revdex.comOnly then did manager make it a priority to drop off my pants, he suggested that they were in another customers possessionPants were dropped off without being dry-cleaned and with strands of white dog hair on itI do not own or live with any petsIt was very obvious that the pants had not been dry-cleaned and I'm not sure where they located themI showed him the dog hairs and missing creases- I asked him if it had been drycleaned, he could barely muster up the courage to say yesHe admitted that the work quality did not meet their standards and wasn't sure why it had never been ironedHe offered to apply credit back to my transactionNever heard from him again and didn't see any credit applied to my Visa credit cardPoor customer service and deceitful business practices
Final Business Response /* (4000, 9, 2015/02/18) */
The recollection of events by Mr*** are unfounded and getting more and more bazaarIt would be comical to think after a mishap of switched garments we would then return uncleaned pants back to the customerWe will send a check for $2.79, the cleaning Mr*** paid, to the address aboveWe do not store credit card date and therefore can not put any credit back on the card
We apologize to Mr. and Mrs. [redacted] for any inconvenience this incident may have caused them. The item was a scarf not a shawl which is 6 years old. The scarf came with several coffee stains and one can argue not even wearable but all possible attempts were done to clean the stains, unfortunately...
some stains are embedded into the fabric and may not be removed unless a "wet Cleaning" process is performed due to their fragile nature. Maybe Mr. [redacted] didn't understand the process but in the industry wet cleaning is a normal method even if the item indicates Dry Clean only. The clerk did explain this to Mr. [redacted]. The care labels always indicate minimum requirements. Most green Dry Cleaners wet clean 90% of the item and the items come out completely fine. Unfortunately, there is no way to force or predict this out come.We made every reasonable efforts to resolve this matter for Mr. [redacted] and took responsibility, no matter who is right or wrong . We followed the best practices of the [redacted] as approved by the [redacted] in arriving at a fair market value for the scarf. The market value actually came out at 10% of the value but in our phone conversation as a courtesy we offered $90 which is 20% of the purchase price . Unfortunately, every item has depreciation from cars to gold, and the price is based on the age of the item when it is damaged. We have been very flexible and can not provide replacement value for a scarf which is 6 years old. Our final offer is $90. Sincerely,[redacted]