Clean 'n' Press

My manager talked to Ms*** and tried to explain that the cleaning process DOES NOT PUT SPOTS ON ITEMS, BUT MAY MAKE EXISTING STAINS MORE VISIBLEThe drapes she brought in for cleaning had many water marks and a few dark stains that did not come out in processingMy staff is trained to
avoid any intensive spotting on household items, as they are usually not constructed as well as garments (and are EXPENSIVE to replace)After my staff visited with her and could do no more for her,I talked to Ms*** and offered to work on her drapes personally.I hand spotted all of the stains I could out of her drapes and cleaned them again in our equipmentI was able to remove most of the staining material. The drapes have been returned to Ms*** and I have heard no more, so she must be happy with the results

My investigation and conversation with Mr *** revealed that we had one staff member present at the time Mr *** dropped of an "ESS" bagAn ESS bag contains property belonging to customers, Mr *** in this case, and is identified with name and contact information Clean 'n' Press returned
all property owned by Mr *** that was delivered within the bag Our staff acknowledged receipt of the bag and its contents, but has no recollection of any additional items left outside of the bag.Staff was occupied with a computer glitch or "system issue" at the time Mr *** delivered the ESS bag and apparently there were other customers awaiting service as well At no time did staff knowingly recognize, acknowledge or take possession of articles owned by Mr *** other than those in his properly identified ESS bag Had staff noticed any other items belonging to Mr *** they would have been documented as such and returned with the balance of the order.I have no knowledge of what happened to Mr ***'s suit I do know that Clean 'n' Press did not take possession of the suit I wish we would have as cleaning suits is our business and a satisfied customer returns I do not think it appropriate to hold Clean 'n' Press responsible for property not received

*** *** was sent a claim form, we received his response and his claim has been paid based on the amount he requested

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.After months of dealing with several employees, the owner eventually called me and took the time to resolve the issueWhich, in months is all I have ever asked for

I am rejecting this response because: Clean n' Press' outline of what actually occurred is inconsistentFirst, when confronting the day-to-day store employee two days later (who is regularly present but was out sick on the day of the drop off), she mentioned the need for two employees to be present during this peak timeI was told by the owner that there were two employees present in the store at the time of drop - but only one at the front registerWith a computer glitch and a line of customers - it was apparent she was put in a stressful situation with no backup. Second, they refute the employee's nonverbal acceptance of the suit that was dropped offEye contact and a thumbs up in my opinion are clear signs of nonverbal understandingLike I mentioned in my previous note, without their computer glitch and a line of customers, I would have stayed to receive verbal confirmationI cannot speak to Clean n' Press' logging practices - however, it appears that the employee was distracted and failed to log the suit's arrivalIt would be interesting to investigate the time that my ESS bag (full of returned items) was loggedThat would determine when the distracted employee was able to attend to my belongings. Third, the resolution process was extremely difficultAfter understanding that my suit had been misplaced, I was told to write my phone number down so the store could contact me with their findingsLike I mentioned previously, their tact response never occurredI had to proactively call twice/three times per week to request assistanceDuring this process, I never raised my voice or sounded disgruntledI just wanted my suit backI was told a multitude of excuses for the time delayThey needed to call customers who may have picked it up accidentally, they needed to contact their plant, the owner was out in meetings so no one else could serve as a back upOverall, it took a month and a few days for them to finally come to a unified answer and communicate that to their customer (me). Lastly, I have been a satisfied customer of Clean n' Press' for four yearsI have dropped offed the suit in question, and other suits before without putting them in the ESS bag with no issuesThere was never any dialogue about needing to place all items in the ESS bag from Clean n' Press employeesI have no reason to be untruthful about this matterI was a raving fan of their business and programI am disappointed that I will need to explore other dry cleaners