Discount Dry Cleaners of Virginia

Thank you for the opportunity to reply to Mr [redacted] complaintMy [redacted] brought four garments to be cleaned and in fact there was a pink cast to the items when he picked them upWe did not realize the items were not supposed to be pinkOnce he asked us to correct the issue, we were able to get all of the pink out of each item except for the collar of one shirtHe picked up the clothes, examined them in the store and agreed they looked fine He came back a few days later unhappy with the items He and I went over each pieceThe two pairs of pants had many stains which we had not been able to get out, but the pink was completely gone The all-white shirt looked wonderful, but he was not interested in discussing anything reasonably He just wanted moneyI offered him $for the one shirt that still had a pink tint on the colorHe turned and walked out I am willing to pay for the one shirt that I could not get the pink tint out of $would be a fair price

I have reviewed the response offer made by the business in reference to complaint ID [redacted] 5, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have submitted photos of everything with a pink tint on it, they are all identical to the she offered to pay for I wear a size pants an 3x shirt so nothing I buy is inexpensive an no I would not except for item when all are destroyed an I also paid 7$ when I pick up this trash! Regards, [redacted]

Customer service is our highest priority so thank you for the opportunity to respond to this complaint
When the customer dropped off the robes, there were detachable collars which should have been taken off by the customer and rung up as separate itemsThey were not, and therefore there was
no identifying tag placed on the collar in question. The customer was aware that only two items were rung up and paid for. Unfortunately when the items were dry cleaned one of the collars came off of the robe After is was cleaned it was hung up and held aside because we did not know who it belonged toWhen the customer asked for the garment on Saturday the 13th, I recognized her description and told her we could deliver it to the *** location on Monday the 15th She insisted she needed it right away so I allowed her to pick it up from the *** Avenue location to accommodate her
I think this episode turned out very well for the customer, and for us. We always want to return every item to every customer, even when the item was not accounted for on their receipt, not paid for, and not tagged into our system
I realize this customer and every other customer has a choice of where to take their dry cleaning, and we always strive to give superior service
*** ***
Discount Dry Cleaners of VA

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There was no evidence that the collar was cleaned and pressed. It was not tagged nor was it in a dry cleaner bag. Again the real point of the complaint was it was not returned to the store in a timely manner. I tried to pick up the robe and collar on a Wed. The collar was not there. A phone call was made to the office to locate the missing collar. They knew the robe it belonged with was at the [redacted] location and by Sat. it still had not been returned. I had to drive a across town to get it. This establishment had two days to return it. It was irresponsible and poor customer service.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted]5, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have submitted photos of everything with a pink tint on it, they are all identical to the 1 she offered to pay for I wear a size 44 pants an 3x shirt so nothing I buy is inexpensive an no I would not except 40 for 1 item when all 4 are destroyed an I also paid 7$ when I pick up this trash! 
Regards,
[redacted]

Thank you for the opportunity to
reply to Mr. [redacted] complaint. My [redacted] brought four garments to be cleaned
and in fact there was a pink cast to the items when he picked them up. We did
not realize the items were not supposed to be pink. Once he asked us to correct
the issue, we were able to...

get all of the pink out of each item except for the
collar of one shirt. He picked up the clothes, examined them in the store and agreed they looked fine.
He came back a few days later
unhappy with the items.   He and I went over
each piece. The two pairs of pants had many stains which we had not been able to get out, but the pink
was completely gone.  The all-white shirt
looked wonderful, but he was not interested in discussing anything reasonably.
He just wanted money. I offered him $20 for the one shirt that still had a pink
tint on the color. He turned and walked out.
I am willing to pay for the one
shirt that I could not get the pink tint out of.  $40 would be a fair price.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This business is not accepting any responsibility for not accounting for the collar. It is not the consumer's responsibility to do their job. The whole point of the complaint is the inconvenience I endured to get the collar when they were notified Wednesday that it was missing and by Saturday it still had not been returned to the correct store. It's sad that good customer service means nothing to this establishment.
Regards,
[redacted]

Again, I am so sorry Mrs. [redacted] is not happy with the service she received.  When her order was dropped off she paid to have two robes cleaned.  When she came to pick up she asked about the collar to the robe, but since it was not accounted for on the receipt, it appeared that her order was complete. On Friday she spoke to the manager and described the collar she was looking for. It was located at the main store and scheduled to be delivered on the next run which would have been the following Monday.  Mrs. [redacted] returned to the store on Saturday asking for the collar again and insisted she had to have it for Sunday. The employee on duty called me, I spoke to Mrs. [redacted] and told her the collar was at the main store and that I would call ahead and allow her to pick it up there.
Her collar was dry cleaned and pressed free of charge, it was located for her, and returned to her.  From our perspective, we did everything possible to satisfy her.
[redacted]

Review: I put two choir robes in the sister store of this establishment which is located at [redacted]. When I went to obtain the robes on Wednesday, September 10th, I noticed the collar to one of the robes was missing. When I inquired about the collar, the clerk called the main store that is located on [redacted] Ave to determine if the collar was at that store. At that time it was not confirmed that they had it however I was told they would check on it. I returned to the cleaners in [redacted] on Saturday, Sept. 13th. The collar to the robe was still not there. A different clerk was working at that time and she again called the [redacted] Ave store to see if the collar had been located. They confirmed they had it however I was told I was to drive back across town to the [redacted] Avenue location to obtain it. This was inconvenient to me since I was on my way home which is in [redacted] I needed the robe in it's entirety for church therefore I made the trip back across town to obtain the collar. When I inquired about some type of compensation for the inconvenience I encountered, I was told by Manager [redacted], that since I was never charged for the collar that she did not think I was owed anything. It was the cleaners error that it was not included in the original sale and it was also the cleaners error that they did not return the collar to the [redacted] store after they were notified that it was missing on Wednesday, Sept. 10th. The collar was never cleaned, there was no tag on it confirming that it had been cleaned.

This establishment requires that you pay before your items are cleaned. I understand now why that is done because once they receive their money they can provide whatever service they would like no matter whether it's good customer service or not. The money that I paid for the cleaning of the robes is not the issue. The issue I have is that they did not return the collar to their sister store after they had been notified that I would be picking it up. They had from Wednesday to Saturday to do this. If additional money needed to be paid for cleaning the collar I would have gladly done that. It was never cleaned and it wasn't returned to the proper location. I had to go out my way to retrieve an item that they did not properly catalog or charge. Clearly fault lies with the cleaners and it is very disappointing that good customer service is not important to them.Desired Settlement: At the very least they should show good faith and acknowledge their error and provide a complimentary service.

Business

Response:

Customer service is our highest priority so thank you for the opportunity to respond to this complaint.

When the customer dropped off the robes, there were detachable collars which should have been taken off by the customer and rung up as separate items. They were not, and therefore there was no identifying tag placed on the collar in question. The customer was aware that only two items were rung up and paid for. Unfortunately when the items were dry cleaned one of the collars came off of the robe . After is was cleaned it was hung up and held aside because we did not know who it belonged to. When the customer asked for the garment on Saturday the 13th, I recognized her description and told her we could deliver it to the [redacted] location on Monday the 15th. She insisted she needed it right away so I allowed her to pick it up from the [redacted] Avenue location to accommodate her.

I think this episode turned out very well for the customer, and for us. We always want to return every item to every customer, even when the item was not accounted for on their receipt, not paid for, and not tagged into our system.

I realize this customer and every other customer has a choice of where to take their dry cleaning, and we always strive to give superior service.

Discount Dry Cleaners of VA

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This business is not accepting any responsibility for not accounting for the collar. It is not the consumer's responsibility to do their job. The whole point of the complaint is the inconvenience I endured to get the collar when they were notified Wednesday that it was missing and by Saturday it still had not been returned to the correct store. It's sad that good customer service means nothing to this establishment.

Regards,

Business

Response:

Again, I am so sorry Mrs. [redacted] is not happy with the service she received. When her order was dropped off she paid to have two robes cleaned. When she came to pick up she asked about the collar to the robe, but since it was not accounted for on the receipt, it appeared that her order was complete. On Friday she spoke to the manager and described the collar she was looking for. It was located at the main store and scheduled to be delivered on the next run which would have been the following Monday. Mrs. [redacted] returned to the store on Saturday asking for the collar again and insisted she had to have it for Sunday. The employee on duty called me, I spoke to Mrs. [redacted] and told her the collar was at the main store and that I would call ahead and allow her to pick it up there.

Her collar was dry cleaned and pressed free of charge, it was located for her, and returned to her. From our perspective, we did everything possible to satisfy her.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There was no evidence that the collar was cleaned and pressed. It was not tagged nor was it in a dry cleaner bag. Again the real point of the complaint was it was not returned to the store in a timely manner. I tried to pick up the robe and collar on a Wed. The collar was not there. A phone call was made to the office to locate the missing collar. They knew the robe it belonged with was at the [redacted] location and by Sat. it still had not been returned. I had to drive a across town to get it. This establishment had two days to return it. It was irresponsible and poor customer service.

Regards,

Review: I took 2 [redacted] shirts 1 solid white an 1 black an white an 2 pairs of white [redacted] jeans all only worn once to get dry cleaned an they damaged EVERYTHING by turning each and every article of clothing PINK!! And after I contacted Mrs [redacted] they not giving a last name she offered me 20$ for all of my items valued at 240$! So I'm going another route here trying to get this resolved!Desired Settlement: I would settle for 200$ to replace my articles of clothing.

Business

Response:

Thank you for the opportunity to

reply to Mr. [redacted] complaint. My [redacted] brought four garments to be cleaned

and in fact there was a pink cast to the items when he picked them up. We did

not realize the items were not supposed to be pink. Once he asked us to correct

the issue, we were able to get all of the pink out of each item except for the

collar of one shirt. He picked up the clothes, examined them in the store and agreed they looked fine.

He came back a few days later

unhappy with the items. He and I went over

each piece. The two pairs of pants had many stains which we had not been able to get out, but the pink

was completely gone. The all-white shirt

looked wonderful, but he was not interested in discussing anything reasonably.

He just wanted money. I offered him $20 for the one shirt that still had a pink

tint on the color. He turned and walked out.

I am willing to pay for the one

shirt that I could not get the pink tint out of. $40 would be a fair price.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted]5, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have submitted photos of everything with a pink tint on it, they are all identical to the 1 she offered to pay for I wear a size 44 pants an 3x shirt so nothing I buy is inexpensive an no I would not except 40 for 1 item when all 4 are destroyed an I also paid 7$ when I pick up this trash!

Regards,