D M Hawkinson Home Improvement Inc

Ms***, a first time customer, dropped off a piece lady's suit (*** *** jacket and skirt) for dry cleaning at the Young Laundry & Drycleaning at Windward City Shopping Center on 6/23/ At the time of drop off the Counter Consultant didn't make a notation on the ticket about
any visible stains or flaws.The first week of July I received a note and the piece suit from the Windward store saying Ms*** called the Windward store asking to speak to a manager regarding her damaged clothes and that she had called 4x before I have no knowledge or record of prior calls After reviewing the ticket and examining the piece suit I called Ms*** to discuss I explained that the white spots on the right front panels and cuffs of the jacket appeared to me to be "color loss," and based on the location was probably due to spillage of a substance during consumer wear and/or storage There were also a few snags or protruding fibers on the right panels I explained that I had asked my Seamstress if she would be able to fix the snags, but she said not on a tight weave, like this fabric, which is 56% Cotton, 41% *** and 3% Spandex Ms*** disagreed with my explanation In an effort to resolve the disagreement and explain the damage, I offered to mail the jacket to the *** Garment Analysis Laboratory, on the mainland, for an independent determination as to the cause of the white spots and snags The *** Garment Analysis Laboratory report, which I emailed to Ms***, stated that:"...under UV lighting we noted a staining substance on the front right panels and cuffs These substances appear darker under the lighting which shows they belong to the tannin group of substances such a soda beverages, coffee, tea, beer, wine, fruit juices and foods These substances can be invisible to the naked eye when they come in contact with the garment but over a period of time they began to deteriorate the fibers and dyes During the care process (cleaning) the garment is subjected to heat which causes an acceleration of a chemical reaction making the substance become visible Our inspection of the garment under our microscope shows broken fibers from physical stress during wear During the care process the garment is subjected to mechanical action which further stresses the damaged broken fibers making them appear as unwoven fibers (snags).The care process is a total immersion process During this process the entire garment receives the same treatment so it would not cause this type of local fiber damage and color loss The condition of the garment is not due to the care process but from the users wear and care of the garment We can find no evidence to suggest that the garment was mishandled in the care process."Anytime there is noticeable damage to a garment after the cleaning process we look at three possible causes: the manufacturer, consumer or the dry cleaner In this case it was independently determined the cause was due to consumer wear or storage We understand it's upsetting to a customer to notice damage after the cleaning process and we try our very best to be fair In an effort to maintain good customer relations we will agree to pay Ms*** $for her piece suit Sincerely,Theresa P***Manager, Retail StoresYoung Laundry & Drycleaning

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
I just want to find out how they will be reimbursing me? Will I receive a check in the mail?
Sincerely,
*** ***

The customer dropped off a gold stretchy fabric dress for dry cleaning on January 31, 2015.  The manufacturer's care label, which is affixed to the garment, has a symbol to "dry clean" and a symbol "not to wash."  We followed the care label and dry cleaned the dress.  In dry cleaning...

the garment is fully immersed in dry cleaning solvent in a bin.  The bin tumbles during cleaning, extraction, and drying.  The garment is then removed from the bin, pressed, and returned to the store for the customer to pick up. On February 4, 2016, at pick up the customer immediately noticed there had been a change in the color of the dress from a gold to a light pink. The cleaning charge of $11.07 was voided due to the issue with the color, as we understand it was upsetting for the customer to see a problem after dry cleaning. The dress was sent back to the Plant/Office. I returned the dress on February 8, with a letter explaining the 1972 Federal Trade Commission law that a manufacturer is responsible to affix a care label recommending a safe care method for the consumer and the cleaners.  If the recommended cleaning method is followed and the garment isn't wearable, or didn't withstand the cleaning, it is the responsibility of the manufacturer, not the dry cleaners.  At drop off the dress was noted as gold, but after dry cleaning the dress and the threads used to assemble the dress are both a light pink color.  It appears that a gold dye was applied to the pink fabric and the gold dye was soluble in dry cleaning solvent.  Customer was advised to return the dress to the place of purchase for satisfaction.  International [redacted] brochures were also enclosed explaining a manufacturer's responsibility and a consumer's rights regarding care labeling. (2/8/16 letter attached.)Customer's mother called to contest the letter, saying they called the place of purchase and was told the retailer hadn't had a problem with the $176 dress.  It was decided we'd send the dress to ADCO Laboratory, an independent laboratory, asking them to determine the cause of the color change. The report states:  dry cleaning was recommend; at this time there isn't an indication that the dress was gold; there is evidence of perspiration because of the sodium chlorides on the underarm areas; there are darker staining substances that are oxidizing, but no evidence of mildew.  The laboratory's determination is that there is no evidence of mishandling in the care process and if the garment did in fact change from gold to pink the dress should be returned to the place of purchase for compensation.  (3/14/16 analysis report attached.)Young Laundry & Dry Cleaning