Grove Fashion Dry Cleaners

Initial Business Response /* (1000, 10, 2016/05/04) */
***,
*** (Owner) of Grove Fashion Cleaners has spoken to customer and will be replacing her duvet as she has requested
Thank you
Initial Consumer Rebuttal /* (2000, 13, 2016/05/04) */
***
11:AM (minutes
ago)
to me
***
He advised he would be replacing my comforter in the next couple weeksI will let you know if that happens
Thanks!!
***

Hello,    I would like to Inform that this complaint has been resolved very successfully with the business, and that this complaint was a premature reaction on my part to a situation that was handled extremely well by the business. (In short this official complaint was not...

needed)    The business was able to accommodate the issues and explain where the discrepancies had been so we could determine a solution to move forward with. The overall quality of work and service is excellent and I would do business with them again.Thank You,[redacted]

Initial Business Response /* (1000, 5, 2015/11/30) */
[redacted]
Owners, Grove Fashion Dry Cleaners
200 McLeod Ave
Spruce Grove AB T7X 2K5
November 27, 2015
[redacted]
Marketplace Counsellor, Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton...

AB T5P 0L3
Dear, Mr. [redacted]
Subject: Complaint Activity Report - Case ID: [redacted]
________________________________________________________________________________...⇄ /> First off, we would like to apologize to [redacted] for the lack of clarity, which lead to her unsatisfied response to our services. We have been in the dry cleaning business for over 30 years, and we dry clean many unique wedding gowns every year. It is common protocol, when formalwear comes into the store, to remove all beading, appliques, rhinestones, sequins, etc., as they cannot be dry cleaned. Not only can these add\ons be damaged in the dry cleaning process, but the entire garment could be jeopardized if they are not removed.
We value each and every one of our customers we serve at our store, and our goal is to ensure that our patrons are completely satisfied with their dry cleaning experience. When [redacted]'s dress was brought into our store on September 14, 2015, she was served by two of our long\term employees. After receiving [redacted]'s complaint, we spoke with both employees who had been dealing with her and requested they write statements about their interactions with her. In both statements, our employees confirmed that they did not recall discussing the removal of the belt, nor do they recall the belt being mentioned whatsoever. It is common practise, when a garment requires special attention or a customer has a specific request, an instruction note is pinned to the garment so the matter can be dealt with accordingly. There was no concerns brought to our attention before dry cleaning the dress, therefore, we were not aware of [redacted]'s concern with regards to the removal of her belt.
In accordance with our proper dry cleaning etiquette, we gently removed the belt from the dress so it would not be ruined during the dry cleaning process. The belt was only attached to the dress by two (approx. 2\3") small seams at the very back of the dress on either side of the zipper. Once the dress was sufficiently cleaned, it was sent to our contracted seamstress to re\sew the belt in place. We are aware that [redacted]'s dress was not ready for pick\up on the date stated on her invoice, and for that we apologize. The delay in the process should have been noted and [redacted] should have been made aware of the postponement. On November 12, 2015 when Mrs. Mueller was able to pick up her dress, it was clear that she was not impressed with the sewing job from our seamstress. After speaking with [redacted] about her concern, and understanding her discontent, we offered her 100.00 to have her seamstress (who had originally sewn the belt on) re\sew the belt to her satisfaction.
We are a family\run business that has been serving our community for many years. We thrive to keep our customers happy by conducting reputable business practices. We are willing to provide [redacted] 100.00 to have the belt professionally repaired by her seamstress of choice (as mentioned in her complaint). We believe that this proposition is more than reasonable in order for us to reach a fair resolution.
Sincerely,
[redacted]