Green Apple Cleaners

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] We appreciate the response from the business, however, some of it is so we would like to clarify We never gave permission for Green Apple to Wet Clean our curtains and we made this point clear when we returned to show them the damageThey were linen curtains that are dry clean only, and that is what we paid $forWe could have easily thrown them into our own washing machine if wet cleaning would have sufficedWhile we appreciate the lengthy explanation of their cleaning processes, it doesn't make a difference to us in this matterThey were brand new curtains and it is up to us as the owners of them how they are cared forAgain, we never authorized wet cleaning services To the point of the [redacted] contacting [redacted] , we did not receive a call from the [redacted] until after we had called the business several times and waited about two-and-a-half weeksWe had to call the store, call the [redacted] s personal cell phone, and finally call the customer service number the store provided us after getting no answerWe even stopped by in person many times to check and see if there had been any progress The business is claiming that we did not provide them with a receiptWe have attached an email from us that was sent to Green Apple on January [redacted] after they called us requesting the receipt We wish this problem didn't have to escalate to thisHad the company responded to our concerns, phone calls, emails, messages, etcin a timely manner, and one befitting the circumstances we would have walked away happy customers We respect their policies, especially the one about customer satisfaction and would like to resolve this issue by being credited the cleaning services of $as the cost for the curtains of $(minus tax) In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
At this time, I have not been contacted by Green Apple Cleaners regarding complaint ID ***
Sincerely,
*** ***

Green Apple Cleaners received a complaint from the Revdex.com dated February [redacted] 2014 that was submitted by [redacted] residing at [redacted]. We do not have a customer in our Point of Sale...

system with such a name, but I will proceed with the belief that the customer who did transaction with us on 12/**/2013 – [redacted] - who resides at the same address is an affiliated party.
On 12/**/2013 the customer dropped off TWO – Solid White Cotton Drapes with the brand of "West Elm". The ticket that gets generated at the store when a customer drops off items indicate that the stains on the drapes were "water stains" and that we received permission from the customer to Wet Clean the Drapes.
In order to fully remove Water based stains from Cotton using environmentally friendly cleaning methods we use our Wet Cleaning System as "water gets out water". This system uses high precision computer controlled washing machines with specially formulated detergent. Green Apple Cleaners has extensive experience in cleaning in both Water (or "Wet Cleaning" Systems) and CO2 as Green Apple was established in 2006 to provide a non-toxic alternative to traditional dry cleaners who use known cancer causing chemicals ([redacted]) such as PERCHLOROETHYLENE or PERC which is used by 80% - 85% of current dry cleaners.
As a precaution to cleaning large form garments (i.e. Drapes) we ask for permission to use the Wet Cleaning System on the garment as in some rare cases shrinking can occur. If shrinking does occur Green Apple can return the garment to the original size by using our Block or Steam based stretching boards to return the garment to the original size with out damaging the fibers of the garment.
Once the drapes were dropped off at out [redacted] storefront (12/**/2013) the customer who was a First Time customer received there 10% discount and drapes were sent to our plant for cleaning. On 12/**/2013 the drapes were returned to the store and the customer picked them up in 12/**/2013 paying $43.75 after the 10% First Time Customer Welcome discount.
The customer returned the drapes to the [redacted] Storefront (where the Drapes still are) and informed the counter person that the drapes had shrunk and left the drapes at the storefront. Our [redacted] contacted [redacted] by phone to let him know how we would be able to fix the situation (Blocking and stretching is a very common practice and one that does not damage the fabric), but our manager was informed by [redacted] that they did not want them fixed and that he has already replaced the drapes with new ones and would be expecting reimbursement.
Green Apple Cleaners works very hard to ensure customer satisfaction! In this instance we feel we were never given the opportunity to take corrective measures to return the drapes to there original length – which we were never provided by the customer even after requesting it. Having the opportunity to provide the customer with a finished product is always the first option and should be the desired option for both the customer and Green Apple in a fair, honest transaction.
Green Apple Cleaners has no issues with repairing, replacing, crediting or using other methods necessary to ensure customer satisfaction if we damage a garment. We do ask that we are given the opportunity to examine and determine if garments can be repaired (or in this case simply blocked to the original size) as we are always striving for customer satisfaction (and we also use such opportunities to ensure our process is producing the best possible product).
Unfortunately, Green Apple Cleaners was not given the opportunity to properly address the situation and to that effect we were not even presented with a receipt for reimbursement (the amount was unknown until we were sent the letter from the Revdex.com). We are happy to try to rectify the situation and hope that the Revdex.com can assist us with this matter.

Please be advised that Green Apple Cleaners responded to the February [redacted] 2014 letter requesting a response to the complaint ID# [redacted] via mail (in order to include receipts and pictures) was not posted on-line.
 
This response was not posted and my calls with [redacted] on March [redacted] – where I requested [redacted] assist directly mediate this issue with the customer, were not entered entered into the communications log.
 
I am providing a copy of the original response below:
 
Dear [redacted],
 
Thank you for responding to my detailed response to the situation surrounding the cleaning of your curtains.
 
I am not sure if my explanation of Wet cleaning was clear nor the foundation of Green Apple Cleaners.  We at Green Apple Cleaners do not have conventional Dry Cleaning machines (that use Perc or Hydrocarbon cleaning fluids), a major reason most of our customers use our unique services. 
 
Green Apple Cleaners abides by the New York State mandated Terms and Conditions that can be found on the back side of all of our receipts, stating:
 
Conditions
 
We exercise utmost care in processing articles entrusted to us, and use such processes which, in our opinion, are best suited to the nature and condition of each individual article. Nevertheless, we cannot assume responsibility for inherent weaknesses of, or defects in materials that are not readily apparent prior to processing. This applies particularly, but not exclusively, to suedes, leathers, silks, satins, double-face fabrics, vinyls, polyurethanes, etc. Responsibility also is dis-claimed for trimmings, buckles, beads, belts and sequins.
 
In laundering we cannot guarantee against color loss and shrinkage; or against damage to weak  and tender fabrics. Differences in count must be reported, and this ticket presented, within 48 hours. Unless a list accompanied the bundle, our count must be accepted. The company's liability with respect to any lost article shall not exceed 10 times our charge for processing it.
 
In accordance with New York State Law: Garments not picked up within six months will be donated to charity.
 
Even though these are the required Terms and Conditions in New York, Green Apple has always tried to go further to ensure customers satisfaction. Unfortunately, Green Apple Cleaners was not given the opportunity to remedy the situation and the consumer, on there own decision decided to purchase new curtains.  Green Apple Cleaners can not, as a policy, be held responsible,  nor allow, for a blanket consumer based decisions on replacing garments with new versions with the expectation that Green Apple will reimburse the customer. This is not to say that we have not offered to purchase replacement garment in the past, but it is a mutual decision (Green Apple proposing it to the customer and the customer accepting and or vice versa). Both parties need to fairly try to resolve any garment issues. 
 
Green Apple, in an attempt to provide a resolution, is willing to refund the cleaning costs of $43.75 and return the cleaned curtains to the customer – additionally we are willing to again block the curtains to the size designated by the customer.  The curtains will be returned to the storefront at [redacted], [redacted], ** where they were dropped off, and will be held for the consumer for a period of 6 months, after which time they will be donated.
 
We hope this resolution is acceptable, as we have reached out to the Revdex.com to assistance in Mediating this claim, but were informed that the Revdex.com does not get involved with mediating.
 
Best regards,
 
[redacted] - [redacted]
Green Apple Cleaners®"
 
I hope the record on the Revdex.com can acurately reflect our commitment to resolving this and all issues.  If you would like to discuss I can be reached best via email or on my cell phone - [redacted].
 
Best regards,
 
[redacted] - [redacted]
Green Apple Cleaners®

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
 We appreciate the response from the business, however, some of it is false so we would like to clarify.
We never gave permission for Green Apple to Wet Clean our curtains and we made this point clear when we returned to show them the damage. They were linen curtains that are dry clean only, and that is what we paid $43.75 for. We could have easily thrown them into our own washing machine if wet cleaning would have sufficed. While we appreciate the lengthy explanation of their cleaning processes, it doesn't make a difference to us in this matter. They were brand new curtains and it is up to us as the owners of them how they are cared for. Again, we never authorized wet cleaning services.
To the point of the [redacted] contacting [redacted], we did not receive a call from the [redacted] until after we had called the business several times and waited about two-and-a-half weeks. We had to call the store, call the [redacted]s personal cell phone, and finally call the customer service number the store provided us after getting no answer. We even stopped by in person many times to check and see if there had been any progress.
The business is claiming that we did not provide them with a receipt. We have attached an email from us that was sent to Green Apple on January [redacted] after they called us requesting the receipt.
We wish this problem didn't have to escalate to this. Had the company responded to our concerns, phone calls, emails, messages, etc. in a timely manner, and one befitting the circumstances we would have walked away happy customers.
We respect their policies, especially the one about customer satisfaction and would like to resolve this issue by being credited the cleaning services of $43.75 as the cost for the curtains of $138 (minus tax).
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: We dropped off our linen curtains to be dry cleaned in December.When they returned them to us and we hung them up, we noticed that they had shrunk about 4 inches, leading us to believe that they had been washed, not dry cleaned. We promptly brought the curtains back to Green Apple to let them know the curtains had been ruined. They tried to tell us that we authorized washing when in fact we did not. They offered to stretch the curtains out for us, which we did not wish to do.Desired Settlement: We had to purchase new replacement curtains of the same exact kind from West Elm. We provided them with a copy of our receipt of $138 plus tax and have been calling and emailing numerous staff members and managers to no avail. It has now been over a month since the incident and we would like our refund for the cost of the curtains as well as the cost of the dry cleaning in full immediately.

Business

Response:

Green Apple Cleaners received a complaint from the Revdex.com dated February [redacted] 2014 that was submitted by [redacted] residing at [redacted]. We do not have a customer in our Point of Sale system with such a name, but I will proceed with the belief that the customer who did transaction with us on 12/**/2013 – [redacted] - who resides at the same address is an affiliated party.

On 12/**/2013 the customer dropped off TWO – Solid White Cotton Drapes with the brand of "West Elm". The ticket that gets generated at the store when a customer drops off items indicate that the stains on the drapes were "water stains" and that we received permission from the customer to Wet Clean the Drapes.

In order to fully remove Water based stains from Cotton using environmentally friendly cleaning methods we use our Wet Cleaning System as "water gets out water". This system uses high precision computer controlled washing machines with specially formulated detergent. Green Apple Cleaners has extensive experience in cleaning in both Water (or "Wet Cleaning" Systems) and CO2 as Green Apple was established in 2006 to provide a non-toxic alternative to traditional dry cleaners who use known cancer causing chemicals ([redacted]) such as PERCHLOROETHYLENE or PERC which is used by 80% - 85% of current dry cleaners.

As a precaution to cleaning large form garments (i.e. Drapes) we ask for permission to use the Wet Cleaning System on the garment as in some rare cases shrinking can occur. If shrinking does occur Green Apple can return the garment to the original size by using our Block or Steam based stretching boards to return the garment to the original size with out damaging the fibers of the garment.

Once the drapes were dropped off at out [redacted] storefront (12/**/2013) the customer who was a First Time customer received there 10% discount and drapes were sent to our plant for cleaning. On 12/**/2013 the drapes were returned to the store and the customer picked them up in 12/**/2013 paying $43.75 after the 10% First Time Customer Welcome discount.

The customer returned the drapes to the [redacted] Storefront (where the Drapes still are) and informed the counter person that the drapes had shrunk and left the drapes at the storefront. Our [redacted] contacted [redacted] by phone to let him know how we would be able to fix the situation (Blocking and stretching is a very common practice and one that does not damage the fabric), but our manager was informed by [redacted] that they did not want them fixed and that he has already replaced the drapes with new ones and would be expecting reimbursement.

Green Apple Cleaners works very hard to ensure customer satisfaction! In this instance we feel we were never given the opportunity to take corrective measures to return the drapes to there original length – which we were never provided by the customer even after requesting it. Having the opportunity to provide the customer with a finished product is always the first option and should be the desired option for both the customer and Green Apple in a fair, honest transaction.

Green Apple Cleaners has no issues with repairing, replacing, crediting or using other methods necessary to ensure customer satisfaction if we damage a garment. We do ask that we are given the opportunity to examine and determine if garments can be repaired (or in this case simply blocked to the original size) as we are always striving for customer satisfaction (and we also use such opportunities to ensure our process is producing the best possible product).

Unfortunately, Green Apple Cleaners was not given the opportunity to properly address the situation and to that effect we were not even presented with a receipt for reimbursement (the amount was unknown until we were sent the letter from the Revdex.com). We are happy to try to rectify the situation and hope that the Revdex.com can assist us with this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

We appreciate the response from the business, however, some of it is false so we would like to clarify.

We never gave permission for Green Apple to Wet Clean our curtains and we made this point clear when we returned to show them the damage. They were linen curtains that are dry clean only, and that is what we paid $43.75 for. We could have easily thrown them into our own washing machine if wet cleaning would have sufficed. While we appreciate the lengthy explanation of their cleaning processes, it doesn't make a difference to us in this matter. They were brand new curtains and it is up to us as the owners of them how they are cared for. Again, we never authorized wet cleaning services.

To the point of the [redacted] contacting [redacted], we did not receive a call from the [redacted] until after we had called the business several times and waited about two-and-a-half weeks. We had to call the store, call the [redacted]s personal cell phone, and finally call the customer service number the store provided us after getting no answer. We even stopped by in person many times to check and see if there had been any progress.

The business is claiming that we did not provide them with a receipt. We have attached an email from us that was sent to Green Apple on January [redacted] after they called us requesting the receipt.

We wish this problem didn't have to escalate to this. Had the company responded to our concerns, phone calls, emails, messages, etc. in a timely manner, and one befitting the circumstances we would have walked away happy customers.

We respect their policies, especially the one about customer satisfaction and would like to resolve this issue by being credited the cleaning services of $43.75 as the cost for the curtains of $138 (minus tax).

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Green Apple Cleaners regarding complaint ID [redacted].

Sincerely,

Business

Response:

Please be advised that Green Apple Cleaners responded to the February [redacted] 2014 letter requesting a response to the complaint ID# [redacted] via mail (in order to include receipts and pictures) was not posted on-line.

This response was not posted and my calls with [redacted] on March [redacted] – where I requested [redacted] assist directly mediate this issue with the customer, were not entered entered into the communications log.

I am providing a copy of the original response below:

Dear [redacted],

Thank you for responding to my detailed response to the situation surrounding the cleaning of your curtains.

I am not sure if my explanation of Wet cleaning was clear nor the foundation of Green Apple Cleaners. We at Green Apple Cleaners do not have conventional Dry Cleaning machines (that use Perc or Hydrocarbon cleaning fluids), a major reason most of our customers use our unique services.

Green Apple Cleaners abides by the New York State mandated Terms and Conditions that can be found on the back side of all of our receipts, stating:

Conditions

We exercise utmost care in processing articles entrusted to us, and use such processes which, in our opinion, are best suited to the nature and condition of each individual article. Nevertheless, we cannot assume responsibility for inherent weaknesses of, or defects in materials that are not readily apparent prior to processing. This applies particularly, but not exclusively, to suedes, leathers, silks, satins, double-face fabrics, vinyls, polyurethanes, etc. Responsibility also is dis-claimed for trimmings, buckles, beads, belts and sequins.

In laundering we cannot guarantee against color loss and shrinkage; or against damage to weak and tender fabrics. Differences in count must be reported, and this ticket presented, within 48 hours. Unless a list accompanied the bundle, our count must be accepted. The company's liability with respect to any lost article shall not exceed 10 times our charge for processing it.

In accordance with New York State Law: Garments not picked up within six months will be donated to charity.

Even though these are the required Terms and Conditions in New York, Green Apple has always tried to go further to ensure customers satisfaction. Unfortunately, Green Apple Cleaners was not given the opportunity to remedy the situation and the consumer, on there own decision decided to purchase new curtains. Green Apple Cleaners can not, as a policy, be held responsible, nor allow, for a blanket consumer based decisions on replacing garments with new versions with the expectation that Green Apple will reimburse the customer. This is not to say that we have not offered to purchase replacement garment in the past, but it is a mutual decision (Green Apple proposing it to the customer and the customer accepting and or vice versa). Both parties need to fairly try to resolve any garment issues.

Green Apple, in an attempt to provide a resolution, is willing to refund the cleaning costs of $43.75 and return the cleaned curtains to the customer – additionally we are willing to again block the curtains to the size designated by the customer. The curtains will be returned to the storefront at [redacted], ** where they were dropped off, and will be held for the consumer for a period of 6 months, after which time they will be donated.

We hope this resolution is acceptable, as we have reached out to the Revdex.com to assistance in Mediating this claim, but were informed that the Revdex.com does not get involved with mediating.

Best regards,

[redacted] - [redacted]

Green Apple Cleaners®"

I hope the record on the Revdex.com can acurately reflect our commitment to resolving this and all issues. If you would like to discuss I can be reached best via email or on my cell phone - [redacted].

Best regards,

[redacted] - [redacted]

Green Apple Cleaners®