Dry Clean Nova

July 28, 2014Dear [redacted] /To Whom it May Concern: On the same day that [redacted] sent her complaint to your Revdex.com office (June 28, 2014), we also received the same letter in our Customer Contact’s Inbox at our Dry Clean NOVA's websiteWe promptly replied to [redacted] 's letter to let her know that our store’s management team would immediately look into the matter and respond after we had the opportunity to investigate further with our alteration personnel.Two days later, our store’s manager attempted to contact [redacted] by phone in order to discuss the matterAfter a few unsuccessful attempts, the manager was able to reach [redacted] to discuss the issue and offered to remedy the situation at no extra charge, per our Customer Service Policy [redacted] agreed to our proposed resolution and agreed to bring back her alterations to the manager on Saturday, July 12th, for repairRegretfully, [redacted] did not show up for the appointment, nor did she contact us to rescheduleDry Clean NOVA takes each and every customer's complaint very seriously and always reaches out to resolve any problem with a solution agreeable to both partiesOur store’s manager is always available to answer all customers’ complaints and discuss any concerns that they may have with our servicesWhile there is no way to guarantee that every customer will be satisfied with the service they receive, we can assure you that we always respond to any complaint and try to resolve any issues.Regarding this situation, we regret that [redacted] did not give our store's management team the opportunity to remedy the situation before posting this complaint to your Revdex.com office and on our online [redacted] account.We thank you for your correspondence and for giving us the opportunity to offer you a complete and accurate response.Sincerely,Dry Clean Nova Customer Service Management Team

In response to complaint ID#***, we respectfully and strenuously disagree with: 1) Customer's assertion as to how his shirts were handled, and 2) his narrative of his visits to our store on March and 8, 2017.Disposition of Customer's Items*** *Came to Dry Clean Nova on 3/7/and
presented two dry clean receipts that were completely faded that all the relevant information was illegibleTherefore, we asked for his name and phone numberUsing that information, we searched or records and found that he dropped off men's shirts to be laundered on 04/25/2016, nearly months earlier*** *never came back or called the store about his shirts until 3/7/2017.Our Store policy, which comports with industry standards, states that we are not responsible for items left longer than daysHowever, as a courtesy to our customers and out of an abundance of caution, our practice is to take these additional measures: 1) after days, we contact the customer by telephone to let them know they have not picked up their items, 2) we telephone again at months, and 3) We make one final attempt at months, after which time we donate the items to ***In *** *.'s case, the store manager followed these proceduresHowever, each time the manager called, the manager received an automated message that the phone number that *** * provided had been disconnected/not in ServiceWe never want to donate a customer's items but, unfortunately, we do not have the resources to track down customers who provide invalid telephone numbers or the capacity to keep items for an indefinite amount of timeTherefore, we must strike a balanceIf a customer does not provide us with valid contact information and does not pick up items after six months, we have no choice but to donate the items.Customer's Visits on March and 8, 2017We treated *** *, as we do all of our customers, with the utmost respect during his visit.After Our Store manager explained the situation to *** * regarding how his month delay and invalid phone number resulted in his clothes being donated, *** * refused to leaveHe stayed for a long time and even fell asleep on the bench in the lobbyWhen he woke up, he demanded to speak with the ownerWe spoke to him and reiterated that there was nothing we can do for him because he left his clothes over months without contacting us or leaving us valid contact information. We were extremely patient with *** *, but he demanded $and repeated, "if not S200, what do you want to give me? One free month of dry cleaning? Anything? I brought shirts, polo shirts"At one point he even threatened that "I will get a lawyer and sue your as."When that did not get the response he desired, he also claimed that he came by before but did not have the receipts So we did not give him his clothesWe explained to him that this is not possible because, When a customer Comes in without a receipt, our cashier automatically looks up their order by name or phone number (the same Way We found his order when the receipts he presented us on March were faded beyond legibility), and allows the customer to pick up their items, even without a receipt, so long as the Customer signs a note acknowledging that they are picking up items without a receipt.During the same visit, *** *also repeatedly asked the owners if one of the employees (the seams dress) present in the store Was videotaping *** *The employee was standing near to *** *, but was using her phone to speak to another Customer rather than to videotape *** *Both we and the employee informed *** * that he was not being videotaped.The next day, 3/8/2017, *** *returned to our store and demanded that he be allowed to search all of the dry cleaning racks to make sure his clothes were not in the storeOut of Courtesy, our manager obliged and spent over minutes showing him the racksIn an effort to resolve the matter, on 3/7/2017, our store manager even offered to refund *** *'s $dry cleaning feeThis is not because We did anything Wrong, but in order to please a customer, which is our mission - to keep customers Satisfied.AS is clearly evident, the events that transpired are in stark contrast to what is set forth in *** *'s Complaint.Dry Clean Nova Management Team

July 28, 2014Dear [redacted]/To Whom it May Concern: On the same day that [redacted] sent her complaint to your Revdex.com office (June 28, 2014), we also received the same letter in our Customer Contact’s Inbox at our Dry Clean NOVA's website. We promptly replied to [redacted]'s letter to let...

her know that our store’s management team would immediately look into the matter and respond after we had the opportunity to investigate further with our alteration personnel.Two days later, our store’s manager attempted to contact [redacted] by phone in order to discuss the matter. After a few unsuccessful attempts, the manager was able to reach [redacted] to discuss the issue and offered to remedy the situation at no extra charge, per our Customer Service Policy. [redacted] agreed to our proposed resolution and agreed to bring back her alterations to the manager on Saturday, July 12th, 2014 for repair. Regretfully, [redacted] did not show up for the appointment, nor did she contact us to reschedule. Dry Clean NOVA takes each and every customer's complaint very seriously and always reaches out to resolve any problem with a solution agreeable to both parties. Our store’s manager is always available to answer all customers’ complaints and discuss any concerns that they may have with our services. While there is no way to guarantee that every customer will be satisfied with the service they receive, we can assure you that we always respond to any complaint and try to resolve any issues.Regarding this situation, we regret that [redacted] did not give our store's management team the opportunity to remedy the situation before posting this complaint to your Revdex.com office and on our online [redacted] account.We thank you for your correspondence and for giving us the opportunity to offer you a complete and accurate response.Sincerely,Dry Clean Nova Customer Service Management Team

Review: I had 5 pants altered and paid $120 total for the alterations. I asked exactly what I'm paying for on each pair of pants before she hemmed them and rather than give details, she tells me the charge for each pair. I get home to try them on and the hems are still too long on two pants and the zipper isn't fixed on one pair. I called and she tells me one pair she didn't hem because I didn't want it hemmed (even though she did pin it to hem them) and she tells me I didn't pay for the zipper (even though I said at least 4 times that I need the zipper fixed "yeah, yeah, the zipper" was her response.) I had pockets in the back of one pair and she said she would make a design, I agreed to have that done. Rather than a design in the back, it looks like I have one gigantic pocket across the back of my pants. have I have 6 pieces listed on my bill and I only had 5 pants that I dropped off for alterations, so she did charge me extra for something, but I couldn't get an explanation of exactly what I'm being charged for from her or the cashier. She said it's not her fault that the hems are still too long and that she didn't charge me for the zipper.Desired Settlement: I want a refund or I want my pants fixed without an additional charge, because I was very specific to what I wanted and she pinned all the pieces to the length that I wanted, only to find that they're longer than what she pinned. (I tried the pants on with flats and heels to confirm the length.)

Business

Response:

July 28, 2014Dear [redacted]/To Whom it May Concern: On the same day that [redacted] sent her complaint to your Revdex.com office (June 28, 2014), we also received the same letter in our Customer Contact’s Inbox at our Dry Clean NOVA's website. We promptly replied to [redacted]'s letter to let her know that our store’s management team would immediately look into the matter and respond after we had the opportunity to investigate further with our alteration personnel.Two days later, our store’s manager attempted to contact [redacted] by phone in order to discuss the matter. After a few unsuccessful attempts, the manager was able to reach [redacted] to discuss the issue and offered to remedy the situation at no extra charge, per our Customer Service Policy. [redacted] agreed to our proposed resolution and agreed to bring back her alterations to the manager on Saturday, July 12th, 2014 for repair. Regretfully, [redacted] did not show up for the appointment, nor did she contact us to reschedule. Dry Clean NOVA takes each and every customer's complaint very seriously and always reaches out to resolve any problem with a solution agreeable to both parties. Our store’s manager is always available to answer all customers’ complaints and discuss any concerns that they may have with our services. While there is no way to guarantee that every customer will be satisfied with the service they receive, we can assure you that we always respond to any complaint and try to resolve any issues.Regarding this situation, we regret that [redacted] did not give our store's management team the opportunity to remedy the situation before posting this complaint to your Revdex.com office and on our online [redacted] account.We thank you for your correspondence and for giving us the opportunity to offer you a complete and accurate response.Sincerely,Dry Clean Nova Customer Service Management Team