Hallak Cleaners

Review: I sent a [redacted] sweater for cleaning in April 2014. This sweater cost $1775. The ivory sweater was damaged and discolored: it became a dark green/brown color. I returned the sweater on 4/**/14. Over the next few weeks, Hallak cleaners tried to restore the color. The sweater was not restored to the original color. A representative from Hallak Cleaners supposedly compared the sweater at the [redacted] store with someone named "[redacted]." This representative stated that this sweater was from a prior season (which it was not--it was purchased on 2/*/14), he did not have the same sweater in the store. From his "recollection", he thought that the sweater was "similar" in color. The sweater was then returned to me on 6/*/14.

On 6/*/14, I took the sweater to the [redacted] store, where I had purchased the garment. This store had the same exact sweater that I had originally purchased. The [redacted] sales representative, [redacted], at the [redacted] Mall can certify that this sweater is no longer the same color. Photos of the damaged, discolored sweater were taken next to the original colored intact sweater. [redacted] from [redacted] asked to forward her card to [redacted] in the event that he want to speak with her regarding the sweater. I forwarded this information, with the photos, and the damaged sweater to [redacted] on 6/*/14.

I called Hallak cleaners on 6/*/14 and 6/**/14 without any response from [redacted]. On 6/**/14, I called again. The [redacted], then returned my call to state that [redacted] would issue a check to replace the damaged sweater. [redacted] called that same day at about 6pm stating that this would not be done; he instead wanted to obtain a replacement sweater from [redacted]. He felt that he could obtain the sweater at a reduced rate from [redacted].

On 6/**/14, apparently, [redacted] spoke with [redacted] at [redacted]. Then, [redacted] emailed my husband to state that he would "send a representative with the sweater to the [redacted] store on Wed 6/**/14 to view the 2 sweaters and if the difference is as much as what it showed in the picture, we will be purchasing a new one. "

I contacted [redacted] on 6/**/14 and 6/**/14 --no Hallak representative went to compre the sweaters. The [redacted] called [redacted] on 6/**/14 and 6/**/14, left voicemails twice to return calls--he too was unable to reach [redacted]. My husband sent an email on 6/**/14. I called and left voicemails and sent [redacted] an email on 6/**/14 without any response.Desired Settlement: New replacement sweater from [redacted] or a check to cover the sweater.

Consumer

Response:

At this time, I have been contacted directly by Hallak Cleaners regarding complaint ID [redacted], they have repurchased the sweater from [redacted]. It was sent via FedEx. I received a replacement sweater. This should conclude this case.

[Your Answer Here]

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Sincerely,

My cleaning process too too long and was lied to multiple times. If you want something done seamlessly, do not use Hallak, but rather go across the street to [redacted]'s (I've used them with no issue). What should have been a high-end, seamless experience turned into over a two month ordeal.

I bring my Burberry trench into Hallak at the recommendation of Burberry for an annual cleaning. The staff suggest that I pay an extra ~$50 to have all of the buttons removed prior to cleaning. This was were the problems began.

To make a long-story short, when I first received the coat back, buttons were missing. I brought the coat back and was assured that they had them and would be promptly replaced. Instead of replacing them with the actual buttons (as I believe they likely lost them), they replaced them with cheap, plastic buttons that were clearly different. I was given the run around the next time I brought the coat back, saying they would get the buttons. They eventually had to send the coat to corporate and work with Burberry to get similar replacement buttons.

Bottom, line I was lied to by the front line staff regarding the coat, it took over two months to get my garment back, and they lost buttons after THEY recommended that I have them removed and reattached (to protect them during the cleaning process).

I think they do a fine job dry-cleaning, but if you run into a problem you could get the run around and be without your garment for 2 months. They did refund my cleaning fee and gave me a credit for a future cleaning (haven't decided if I will take them up on the offer).

Review: On November [redacted], I dropped off my wedding dress to be cleaned at Hallak's Hackensack, NJ location. During the drop off, I was quoted by Marc, that it would cost 1025.00 dollars to clean my dress and it would take approximately a month to finish. I told him I would like to be charged 500.00 dollars during the drop off, and I am to come back after the dress is cleaned to inspect the work that they had done, and the remaining balance would be charged to my card at that time. I specifically stressed that I would need to be called to see the dress first before any shipping takes place because 1) I would like to see my dress before it's put into the preservation box 2) I would need to ensure that they ship the dress back to me with insurance, tracking, and signature required upon delivery (this dress plus veil cost 8,000 dollars). Receipt that I received that day clearly stated that "contact owner to see dress before shipping". On December **, American Express alerted me that 525.00 dollars was charged to my card. Since I work from 7am in the morning until 9:30pm, I was unable to call Hallak until Wednesday December [redacted](my day off). After inquiring about the charge they notified me that they had shipped my dress and it should have been at my door Tuesday December **. I had never received my dress, further Hallak made ZERO attempts to contact me that my dress was finished being cleaned and that my dress was shipped. They provided no tracking number, no insurance, and shipped my 8,000 dollar wedding dress with no signature required (which meant they just left it on my porch). I have requested that Hallak refund me the 1025.00 dollars since they did not follow any of the directions I had given them during the drop off of my wedding dress, and because now I am also without my wedding dress due to their negligence. Hallak refused to refund my money, even though they have made me lose more than just the 1025.00 dollars I have paid them.Desired Settlement: Refund of 1025.00 dollars paid to Hallak Cleaners. Refund for 8,000 which is the cost of my wedding dress and veil that was lost in the incident (which could have been avoided if Hallak Cleaners made an attempt to notify me about the shipment, provide me with a tracking number for my dress, and request for signature to be required upon delivery of the dress by UPS.

Business

Response:

We were first made aware of the situation on December **, 2013 when [redacted] called to question a charge to her credit card. We explained that her card had been charged prior to shipping her gown via UPS to her home address in Somerset, N.J.

She stated that she did not receive her gown.

We immediately contacted UPS and who investigated and confirmed that her gown was in fact delivered to her residence. Since UPS had delivered another package to her on the same day, at the same time – which [redacted] did acknowledge receiving; UPS takes no responsibility for the matter. Even if they had accepted a claim for loss, the basic liability in the absence of additional purchased insurance would be $100.00.

[redacted] believes that her gown was stolen from outside her home after being delivered by UPS.

We have advises [redacted] to report the theft to her local police department, and to advise her homeowners insurance company of the loss. We have also requested a copy of the police report to be forwarded to us for the benefit of our insurance company.

We are continuing to work with [redacted] in resolving this matter and believe we are taking the appropriate steps to do so.

[redacted]’s main complaint lies in a lapse in communication wherein we did not follow her instructions to hold the dress for viewing prior to shipment. She also questions our shipment without indicating, “signature required”.

While we have been shipping wedding gowns in this manner – uneventfully – for over 40 years, this incident has compelled us to re-evaluate our protocol for shipping gowns going forward – specifically with regards to additional insurance and signature requirements.

This far, we have refunded the entire bill for services (total amount of $1025.00) to her credit card. [redacted] is also requesting that we pay for the cost of the gown. It is our position that this theft is a criminal matter and the loss relating to the value of the dress will ultimately be resolved by insurance in one form or another.

We apologize again for this unfortunate situation and we will continue to work with the client to resolve this matter in a manner that is fair and reasonable to both parties.