Get It Clean Laundromat

Review: I wanted to give myself a treat so I could spend all day with my son, so I decided to try out their full laundry service to free up some of my weekend. When I picked up my laundry, I saw some of it on a cart and was informed it still was not done. So I spent 30 minutes trying to kill time with my 20 month old son. Near the end, the guy asked if I wanted some pants folded or hung. I told him I didn't care, just stuff it in a bag because my kid was getting antsy and I had to go feed him dinner. He helped me load the bags into my car, and we left.

I didn't unload the laundry until the next day, because I was unable to carry it all upstairs with my kid. So I waited until my kid's nap the next afternoon. When I unloaded it, I noticed that my clothes were mixed up with somebody else's. There were clothes on hangers that weren't mind, tied together with another person's clothes on hangers. I then began emptying out some of the bags, and noticed that underneath my kids clothes (in the same bag) there were other people's clothes. So I went through all of the bags trying to sort out what was mine and what wasn't, then I called and reported the mix-up. I told them that I had a bunch of clothes that weren't mine, and that I was missing a few of my clothing articles. They responded that they would look around for my clothes and call me back. Some guy shows up on my doorstep about an hour later, who knocks and rings the doorbell. He was apparently one of their employees. They did not call me before he came to say he was on the way. I let him in, showed him the clothes of mine that I had sorted out and gave him back all of the other clothes which I'd sorted into a large plastic tub. I ask if they found any of mine, and he said they were still working on it but I should've got all of my clothes. I advise that I didn't receive all of my clothes, and that I was missing my work pants. I call about an hour after he leaves, and inquire again. The lady, who says she's the owner, told me that what I was saying wasn't true and that the clothes would not have been mixed together....but they were.....obviously. She then stated I would've got all of my clothes or none of them. I said, well is it possible that this other person got back my clothes. She said no. I began crying because she continued to imply I was lying and that I already had all of my clothes. I tried to explain that these are all of the clothes I own, and that I needed the clothes for work. I could not afford to buy a whole new wardrobe. So then she said she'd look over the surveillance tapes and get back to me. I was very upset, so then I had my dad call, to which the lady told him that I was lying again. She continued to state that the clothes would've been kept separate, even though I pulled my clothes out of the same bags that this other person's clothes were. Even the hangers that I got were tied together with this other person's hangers that had two lacy tops, a green tank top, and another green shirt that were not mine. Then she said she'd keep looking. Hours later, she calls and says I received all of my clothes. They continued to tell me that I was lying about the whole situation, even though I wasn't and I had returned all of the clothes that weren't mine. All I wanted was my missing work pants.

They belittled me and made me feel like the mistake was my fault. They kept trying to ask me trick questions to corner me, and then when I got confused they tried to use that as proof that I was being dishonest. They never apologized for this mix-up, never acknowledged their mistake, and never offered me a refund or any sort of compensation for my troubles or my missing clothes. I have never felt so bad about myself after dealing with a company. I felt like they didn't treat me as if I was an important customer because I was obviously not the upper-middle class customers they were used to dealing with (all the clothes I returned that weren't mine were designer, and my clothes were clothes that I'd bought at thrift stores over the years). I wanted to do this to treat myself, and it ruined my weekend. On top of it, they made me feel like I was a criminal and a liar, and they told my dad that I was dishonest. I hope that they have to suffer some sort of repurcussions for this, because it's not right for them to be able to make a customer feel like this when the customer had done nothing wrong to deserve this. I saw an error, reported it, returned what wasn't mine, and then was treated like dirt for wanting my missing items back, which I have not received (they deny they're missing).Desired Settlement: I did not appreciate how they continued to imply I was dishonest, and continued to try and play mind games with me. They kept asking me trick questions, trying to corner me and prove I was lying. I was not lying. I was telling the truth, and they made me feel like I was just dirt beneath their feet. Like I was some sort of criminal. I can deal with the lost time and even with the few missing articles of clothing, but the worse part of this situation was that they made me feel bad, called me a liar, and then told my dad I was dishonest. They should not be allowed to make customers feel this way. I may not have as much money or as nice of clothes as the customers they're used to dealing with, but I'm a good person. I did not deserve to have this experience. They never apologized. They tried to make me feel like this whole situation was my fault. They kept saying it was because I pointed to a cart of clothes and said they were mine. They were, at least the shirts and pajama pants that I'd pointed at. Later, they acknowledged that those clothes were mine, but said that the mix up was because I was in a hurry...they told me to arrive at 5 to pick up my clothes, I didn't get to leave until almost 5:30...I was in a hurry to feed my son who was with me and getting fussy. I just felt really bad after dealing with these people, and they need to realize that it's not okay to make honest people feel this way. This was their business's mistake, not mine. And they need to acknowledge that and stop trying to call me names and revert their mistake as my fault.

Business

Response:

ID [redacted],

Unfortunately I don't think there is a resolution to the matter in question. We take pride in having a well organized process for completing laundry orders. We work hard and take pride in doing a great job. We do a large volume of drop off and never had a mix up in clothing. All orders are processed, washed, dried and folded completely separate of any other orders. After spending hours trying to resolve the matter researching what truly transpired we found that [redacted] saw an opportunity to extort money or new clothing from us and when confronted with the truth she became verbally combative and threatening. Despite what [redacted] says, we were apologetic from the very beginning that there was some type of mix up AND thanked her for letting us know she received someone else's clothes. We asked for [redacted]'s address (which is not something we obtain for a drop off laundry order) so our driver can pick up the clothing that was not hers while we researched what happened with the mix up. She was not cooperative from the very beginning, combative and demanding we find her clothes immediately. We continued to apologize for the mix up and we would need some time to research the matter. She did not want to give us any time to figure out what happened instead pressuring us to return her clothes or compensate her. She originally told us she was missing all of her clothes and only got a few of her kids clothes. When our driver arrived to pick up the clothes she demanded her clothes first and went so far as stating she was not going to give the clothes back until she got hers. Our driver asked if he could see what she got back of hers, which she showed him about 4 pounds of kids clothes on the bed. She said that was all she received of hers, everything folded and nothing hanging. She did let him bring the clothes back which she put in a large bin because she went through all of the clothing even though the order was not hers. What she was missing changed several times over the course of the afternoon. Originally from not getting any of her personal clothing back and only a few of her kids clothes to only missing a pair of black slacks.

During our research we looked at several things and interviewed the attendant on duty at the time [redacted] picked up. We jot down notes on the ticket when we process the order for time, what machines used, etc to help research any situation that may arise. We have 16 cameras within the laundry both for security and for monitoring our attendants. We have a camera over the table where orders are sorted and processed, we have a camera on the washers that are used for drop off purposes, we have a camera on the dryers used for drop off purposes and we have a camera over the table where orders are folded and bagged. After doing our research we discovered [redacted] dropped off approximately 14 pounds of clothes in one small blue laundry bag just before10am which is our same day cut off. The laundry order that [redacted] is stating had her clothes mixed up in was already washed, dried and in cart in line to be folded. [redacted]'s order was started shortly after she dropped off. All of the tickets for the orders are posted on the wall behind the table used for folding clothing and color coded. The order that [redacted] claims contained her clothing was folded and bagged and put away into the office ready for pick up about 1pm. [redacted]'s order was in the dryers at this time. The mistake was made when [redacted]'s ticket was put onto the completed order for the other customer. There was no mixing of clothing as [redacted] is stating. When [redacted] came in about 45 minutes early for pick up, the attendant on duty recognized the name and said, "oh yea I think I already put yours away". He brought out the order previously put away with the wrong ticket and put on the table. She then said she saw some of her clothes in a cart. Yes we made a mistake and yes we told [redacted] several times we admit to the mistake but it was only to switching of the tickets. The clothing was NEVER mixed. So the attendant at this point got confused because he thought the order was already done but [redacted] was telling him what was in the cart was only some of her clothes. [redacted] was pressuring him to finish her clothes because she had to go feed her kid. Our attendant stopped what he was doing to immediately finish her order. She hung around the laundry watching him finish her order. It only took about 20 minutes to fold as it was only 14 pounds. The last item he had was a pair of women's slacks that he asked, "do you want me to just fold these or hang them up." She stated, "those are my work pants, hang them up". While our attendant was putting the last item (black slacks) on a hanger and putting in a bag, [redacted] began taking out the bags of clothing from the other order that was still on the table. Our attendant NEVER helped [redacted] to her car as she states in her letter. The last item she came in for was the hanging which included the black slacks he just finished hanging. So [redacted] left with 4 bags and hanging items totaling over 60 pounds of clothes. Keep in mind she brought in 1 bag that she was able to carry in 1 arm while she carried her kid in the other arm. The entire situation could have been fixed before she even left the premises. Obviously it was way more clothing than she brought in. She could have told our attendant that the clothes already bagged did not belong to her and we could have figured out the tickets got mixed up as the other ticket was still on the board. Instead [redacted] either saw a way to get free clothing (but it turned out not to be anything she could use) or saw a way to extort money or new clothes from us. When we made several attempts to explain to [redacted] what was observed by the security cameras and our attendant on duty, she would yell, scream, curse on the phone and not let us speak. When we asked if she took any pants home on a hanger, she said NO. Despite telling our attendant to hang her pants up because they were her work pants. [redacted] became combative, cursing and threatening so at this point we told [redacted] she was a liar and she received all of her clothes and we could not help her.

[redacted] has subsequently smeared our reputation all over the internet, on Facebook, Google, and the Revdex.com. Her accusations are false and she should be held accountable for slander.

In addition, her father said he was going to be in town on the following Monday and said he was going to come watch the security video in which we welcomed him to do so. Needles to say he never showed up.

Consumer

Response:

I have reviewed the response 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.

Again, they are refusing to acknowledge their mistake and trying to make me the culprit. When my dad and I asked to view the surveillance videos, we were discouraged to do so by being told that there were four hour of video. The business also is omitting the fact that their attendant had carried bags to my car after directing me to which ones were mine. The clothes were re-bagged and mixed up, so I did not notice that there were clothes mixed in that weren't mine.

I think it's extremely bad business practice to first deny a mistake made by their attendant, second push the blame on the customer who called in to report being given clothes that were not her own (please note: I called them to report that they'd mixed in somebody else's clothes with mine, they did not call me. I pointed out this error that they had over-looked during their lack of diligence), and third, rather than make an honest attempt at finding my missing clothes (which went missing during this whole mix-up), they call me false names and shrug their shoulders.

Again, I have yet to even hear an apology for the wasted time this took from my weekend, my missing items, or the continuous rude treatment I have received since I reported the error they made. A business that would treat any customer the way I have been treated, does not deserve to be in business. I will never forget the way the owner and her employees have, and apparently continue to based on their reply, spoken to me. Any business that would refuse to apologize to a customer after they've experienced such a mistake, is not worthy of the local community. They did not make an attempt to locate my missing clothes, they never even took my inquiry seriously - in spite of the fact that there had been an obvious mistake on their matter. They continue to claim their process is fool proof, when it most obviously is not or I would never have had to separate my clothes out from another's, nor would I have had to replace multiple pairs of work pants.

I am appalled at the business practices of this business, and of the owner's lack of commitment to the quality of the business' customer service.

Regards,