Cosmo Cleaners

Review: I went to Cosmos on 9/3 to drop off two high quality faux-fur blankets, one down comforter and a silk duvet for drycleaning. I mentioned to one of the two men present that I was sorry for the smell my dog had been sick on them and that was why I was bringing them in for drycleaning. The second of the men inspected the items in the bags while the first quoted me $20 for the comforter and $30 for the blankets and duvet. No prices are listed for drycleaning. Having previously brought the two faux-fur blankets here for a quote and was quoted $30 for the pair I had expected to be charged more. When I told the first of the men that I didn't mind the price cut but that I thought I was being under charged given my previous experience. He told me not to worry about it. I asked about same day pick up he said yes by 6. I paid and left.Come 6pm a pleasant woman greeted me and handed my items, all four folded into the same bag. As I got home I noticed my duvet was quite rough and starchy. When I fully laid it out there was a dryer sheet in it. I then checked the smell and noticed it smelled heavily of detergent. So I called Cosmos to ask if it had actually been drycleaned.Over the period of the phone conversation I spoke with both men who said they didn't hear me say drycleaning so they laundered it. If it was for drycleaning they would have sent it out and charged more. I told them that I had initially mentioned the decrease in price and one of them giggled and asked why I would do that in the first place (because apparently being an honest human being isnt good enough). I asked if there was anything they can do to restore the silk. They asked me how they should go about that. I mentioned that I didn't know but by being a laundromat & drycleaners that perhaps they would have tricks of the trade or the ability to recognize silk. The men hung up on me once, put me on hold when I called back and then proceeded to tell me it was my fault because they heard it needed to be cleaned. Not once did I get an apology as to the miscommunication, quite the opposite in fact the voice on the other side of the phone continued to grow in volume. When I mentioned getting my money back for the laundering I was told no because it was my fault for telling them that it needed to be cleaned.Desired Settlement: I'm only asking for replacement for the duvet, the other three items while damaged in the washing and drying process I am just taking as a loss. The duvet I brought in is from Arhaus ([redacted]) and worth $399 at full retail before tax, I paid $358.88 after tax, on sale. I am negotiable to other options but they irreparably burned raw silk. It no longer has a sheen or soft luster, the weave is rough and itchy.

Business

Response:

Wednesday, September 25, 2013

To whom it may concern:

A customer came into the establishment and dropped off four items. The customer said I need these to be washed. I, [redacted], the assistant manager, looked in the first bag and saw only one comforter, which I then quoted her $20.00 to wash. [redacted], the owner, helped with the second bag. The customer apologized for the smell after **. [redacted] had opened the bag; and shared that her dog vomited on the items in the bag. The owner quoted $10 each to wash the two blankets and the duvet. The customer did mention that last time we charged $30 for the 2 blankets. I replied stating the items are small so the owner quoted $10 each. The customer requested same day service, paid the $50 total, left, and then came back to pick up close to 6pm. The customer received a white pick-up ticket.

The items were washed right away due to the strong odor. I then put the items in the dryer on low tumble heat. After the items were dry, I folded the items and placed them into a bag. The items were not burned. They were ready when the customer had arrived to pick them up.

The customer called and accused us of burning and damaging the items and demanded we pay $500 for the damages.

We did provide the service that was requested. The customer requested the items be washed, and did not specify dry cleaning. Otherwise, we would have asked which items require wash and fold service or dry cleaning service. The customer did not mention dry cleaning during the whole transaction. The customer did not mention dry cleaning when entering and dropping off items, not when apologizing for the smell caused by the dogs’ vomit, and not during the discussion about the price quoted.

The dry cleaning service we provide is subcontracted with a dry cleaning company who picks up and drops off all the dry cleaning items. We do have a price list for dry cleaning service, however, the customer did not ask for dry cleaning. We are given a set price list by the dry cleaning company and we do not make adjustments to those prices. We do not offer same day service for dry cleaning. Dry cleaning pick-up tickets are pink.

Our wash and fold service goes through a process and we have a standard for washing them. We use cold water to reduce shrinking, fading, and bleeding. We always make the greatest effort to serve our customers; however, it is the expectation for the customer to specify whether any item requires special care.

Regards,

Assistant Manager