Festival Cleaners - Upper Marlboro

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The response received from this business was not sufficientRegardless of how the shirts were pressed they were overly pressed so much that they were in horrible condition when I received themWhile I am not a perfectionist I do feel that my shirts should be cared for with a substantial level of careWhile I did take a few shirts there on one other occasion to my knowledge a couple of my shirts then did not come out wellHowever, I thought that I would give the dry cleaner another chance which is why I returned As I stated previously I have never received back my dress shirts from any other dry cleaner in the area I have visited in the state I received them backFurthermore, the response from the business is inadequate due to the high level of disrespect and mistreatment I received while thereIf a customer is dissatisfied with how their clothes have been cared for the business should at least try to remedy the situation in a reasonable and fair manner In this case no attempt was made and I was instead disrespected, insulted and ignoredCustomer service is the business that they are in and they should act as suchServe the customer, provide a good service and more business will followThat was not the case here and I fear that this business may mistreat other customers who are too afraid to speak up In order to resolve this issue I would like to be reimbursed for the cost of having my shirts cleaned for two reasons which was $First and foremost because of the poor treatment I received when I brought the condition of the shirts to the business' attentionSecondly due to the poor care my shirts received Regards, [redacted]

January 5, id="docs-internal-guid-4256515b-378c-eabc-7ca3-f1a58c152f3e">To Whom It May Concern: This letter is in response to complaint ID [redacted] This customer dropped off nine shirts to be washed on 12/15/He picked up these shirts the following week on 12/22/It is my understanding that he felt that the shirts needed to be re-pressed due to some wrinkles in the backWe clean and press hundreds of these button-down shirts daily at $per shirtAfter they come out of the wash, they are placed on machines that press the collars, cuffs, sleeves, front and backThey do not receive individual attention with a hand ironTherefore, they do not come out as "perfect" wrinkle-free shirts, ALL dry cleaners press their shirts in this mannerThis customer has previously dropped off shirts to us in the past few months and I assure you that the process has not changed since that timeIf the customer desires a wrinkle-free product (ie the care and attention that dry cleaned clothing receives), the cost would be $per shirtI hope this response helps clarify the situationSincerely, Young P [redacted] Owner, Festival Cleaners

February 16, To Whom It May Concern: This is the second letter in response to complaint ID [redacted] As stated previously, we provided a service to the customer that is a customary procedure at all dry cleanersTherefore, I have no intention of reimbursing this customer in the amount of $We would not be cleaning and pressing hundreds of these shirts (or remain in this business for that matter weekly if we did such a poor job as the customer statesIn fact, many of our customers solely bring their button-down shirts to us as opposed to going to others cleaners that provide the “same” service at a lower costSincerely,

This letter is in response to complaint ID The customer who submitted the complaint (CJ) dropped off coats for dry cleaning on 11/11/Her next visit to our store was on 01/09/to drop off Some other garments and to pick up the coatsIt was at this time that we realized that her coats were given to the wrong customerWe apologized for the mistake and inconvenience and asked her to return a week later while we tried to sort things out,We determined the customer who was in possession of her coats but daily phone calls to him went unanswered and were not returnedFinally on 1/17/15, we explained the situation to another customer who is a police officerHe was kind enough to obtain the home address of this customer whom I made a visit to on Jan 22ndThis customer was unable to answer his home phone the past several days because he had just returned from vacationIn addition, he was unaware that he was given someone else's coats because he had not opened up the packaging.When customer CJ returned to the store to pick up her coats, she stated that she was not going to pay the $When she was informed that this was not acceptable, she went back to her car to retrieve the paymentUpon return, she asked for a discountWe obliged and offered her a $discount but she declined that and paid the full amount.I have been in the dry cleaning business for years and handing out the wrong garments to a customer is fortunately a rare occurrenceHowever, every other customer whom I have dealt with in this situation is actually extremely grateful when we find their garmentsThey are aware that we often have to spend many hours and sometimes go to extreme measures as in this case to locate their clothing and we will offer them a discount upfront for their patience and understanding.I hope this response helps clarify the situation.Sincerely,Young Park Owner, Festival Cleaners

January 5, 2016To Whom It May Concern:This letter is in response to complaint ID ***This customer dropped off nine shirts to be washed on 12/15/He picked up these shirts the following week on 12/22/It is my understanding that he felt that the shirts needed to be re-pressed due to some
wrinkles in the back.We clean and press hundreds of these button-down shirts daily at $per shirtAfter they come out of the wash, they are placed on machines that press the collars, cuffs, sleeves, front and backThey do not receive individual attention with a hand ironTherefore, they do not come out as "perfect" wrinkle-free shirts, ALL dry cleaners press their shirts in this mannerThis customer has previously dropped off shirts to us in the past few months and I assure you that the process has not changed since that time.If the customer desires a wrinkle-free product (ie the care and attention that dry cleaned clothing receives), the cost would be $per shirt.I hope this response helps clarify the situation.Sincerely,Young P*** Owner, Festival Cleaners

February 16, 2016To Whom It May Concern:This is the second letter in response to complaint ID ***As stated previously, we provided a service to the customer that is a customary procedure at all dry cleanersTherefore, I have no intention of reimbursing this customer in the amount of $We would not be cleaning and pressing hundreds of these shirts (or remain in this business for that matter weekly if we did such a poor job as the customer statesIn fact, many of our customers solely bring their button-down shirts to us as opposed to going to others cleaners that provide the “same” service at a lower cost.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The response received from this business was not sufficient. Regardless of how the shirts were pressed they were overly pressed so much that they were in horrible condition when I received them. While I am not a perfectionist I do feel that my shirts should be cared for with a substantial level of care. While I did take a few shirts there on one other occasion to my knowledge a couple of my shirts then did not come out well. However, I thought that I would give the dry cleaner another chance which is why I returned.  As I stated previously I have never received back my dress shirts from any other dry cleaner in the area I have visited in the state I received them back. Furthermore, the response from the business is inadequate due to the high level of disrespect and mistreatment I received while there. If a customer is dissatisfied with how their clothes have been cared for the business should at least try to remedy the situation in a reasonable and fair manner.  In this case no attempt was made and I was instead disrespected, insulted and ignored. Customer service is the business that they are in and they should act as such. Serve the customer, provide a good service and more business will follow. That was not the case here and I fear that this business may mistreat other customers who are too afraid to speak up. In order to resolve this issue I would like to be reimbursed for the cost of having my shirts cleaned for two reasons which was $22.50. First and foremost because of the poor treatment I received when I brought the condition of the shirts to the business' attention. Secondly due to the poor care my shirts received. 
Regards,
[redacted]

February 16, 2016
To Whom It May Concern:
This is the second letter in response to complaint ID [redacted]. As stated previously, we provided a service to the customer that is a customary procedure at all dry cleaners. Therefore, I have no intention of reimbursing this customer in the amount of $22.50. We would not be cleaning and pressing hundreds of these shirts (or remain in this business for that matter weekly if we did such a poor job as the customer states. In fact, many of our customers solely bring their button-down shirts to us as opposed to going to others cleaners that provide the “same” service at a lower cost.
Sincerely,

January 5, 2016
id="docs-internal-guid-4256515b-378c-eabc-7ca3-f1a58c152f3e">To Whom It May Concern:
This letter is in response to complaint ID [redacted]. This customer dropped off nine shirts to be washed on 12/15/15. He picked up these shirts the following week on 12/22/15. It is my understanding that he felt that the shirts needed to be re-pressed due to some wrinkles in the back.
We clean and press hundreds of these button-down shirts daily at $2.50 per shirt. After they come out of the wash, they are placed on machines that press the collars, cuffs, sleeves, front and back. They do not receive individual attention with a hand iron. Therefore, they do not come out as "perfect" wrinkle-free shirts, ALL dry cleaners press their shirts in this manner. This customer has previously dropped off shirts to us in the past few months and I assure you that the process has not changed since that time.
If the customer desires a wrinkle-free product (ie the care and attention that dry cleaned clothing receives), the cost would be $4.50 per shirt.
I hope this response helps clarify the situation.
Sincerely,
Young P[redacted] Owner, Festival Cleaners

This letter is in response to complaint ID 10435436. The customer who submitted the complaint (CJ) dropped off 3 coats for dry cleaning on 11/11/14. Her next visit to our store was on 01/09/15 to drop off Some other garments and to pick up the coats. It was at this time that we realized that her...

coats were given to the wrong customer. We apologized for the mistake and inconvenience and asked her to return a week later while we tried to sort things out,We determined the customer who was in possession of her coats but daily phone calls to him went unanswered and were not returned. Finally on 1/17/15, we explained the situation to another customer who is a police officer. He was kind enough to obtain the home address of this customer whom I made a visit to on Jan 22nd. This customer was unable to answer his home phone the past several days because he had just returned from vacation. In addition, he was unaware that he was given someone else's coats because he had not opened up the packaging.When customer CJ returned to the store to pick up her coats, she stated that she was not going to pay the $52.50. When she was informed that this was not acceptable, she went back to her car to retrieve the payment. Upon return, she asked for a discount. We obliged and offered her a $5.00 discount but she declined that and paid the full amount.I have been in the dry cleaning business for 30 years and handing out the wrong garments to a customer is fortunately a rare occurrence. However, every other customer whom I have dealt with in this situation is actually extremely grateful when we find their garments. They are aware that we often have to spend many hours and sometimes go to extreme measures as in this case to locate their clothing and we will offer them a discount upfront for their patience and understanding.I hope this response helps clarify the situation.Sincerely,Young Park Owner, Festival Cleaners

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The response received from this business was not sufficient. Regardless of how the shirts were pressed they were overly pressed so much that they were in horrible condition when I received them. While I am not a perfectionist I do feel that my shirts should be cared for with a substantial level of care. While I did take a few shirts there on one other occasion to my knowledge a couple of my shirts then did not come out well. However, I thought that I would give the dry cleaner another chance which is why I returned.  As I stated previously I have never received back my dress shirts from any other dry cleaner in the area I have visited in the state I received them back. Furthermore, the response from the business is inadequate due to the high level of disrespect and mistreatment I received while there. If a customer is dissatisfied with how their clothes have been cared for the business should at least try to remedy the situation in a reasonable and fair manner.  In this case no attempt was made and I was instead disrespected, insulted and ignored. Customer service is the business that they are in and they should act as such. Serve the customer, provide a good service and more business will follow. That was not the case here and I fear that this business may mistreat other customers who are too afraid to speak up. 
In order to resolve this issue I would like to be reimbursed for the cost of having my shirts cleaned for two reasons which was $22.50. First and foremost because of the poor treatment I received when I brought the condition of the shirts to the business' attention. Secondly due to the poor care my shirts received. 
Regards,
[redacted]