Heritage Cleaners

Initial Business Response /* (1000, 6, 2015/09/21) */
I spoke with the customer and I believe this has been resolved

Very unprofessionalRoofers loudly cussed in a neighborhood with little childrenThey threw cigarette butts everywhere and carelessly threw the old heavy roof tiles from the roof down on top of our shrubs, killing rhodies and small pine treeSaid they would correct the issue but never did

Hello,
When looking into this I see you had paid for all the items with your credit cardThe pants where split from the order due to a production delay and it was on its own separate ticket in which was paid for with your credit cardAs for the skirt it was with the blouse you had dropped off
and was also paid for with your credit cardAll of the items you dropped off were paid for on 5/1/and months later we are just now hearing about thisThere is no further action needed in regards to this and I am sorry for the lack of followup about this but there is nothing more we can do on this issue as it is well over months and we show you did pay for all your items you had dropped offSincerely

Hello ***,
With our system we have to scan each item before you payYou had payed for separate orders on the same dayBoth the orders you had payed for in which shows us you received your items per previous response to this case
Warmly,

Complaint: ***
I am rejecting this response because: There was never an offer to test the garment, in fact, the woman who dropped off my damaged regalia in the hotel lobby said that I would need to take the garments to a place to have them examinedThis business has no ethicsI gave my phone number, which could have been used to call me and warn me that you did not know what the fabric wasI spoke to hundreds of people at the graduation who said they have taken their regalia into dry cleaners and never had an issueYour unwillingness to address what you did and how you handled this situation will cost you much more than the $I am asking for to replace the damaged hoodI will not stop pursuing this as I have contacted the various regulators in Denver who will be contacting youI have also been advised by our university to sue youI wanted to avoid this by allowing you the chance to make good on what you did to my garmentsSince you consider this closed, I consider this open seasonI will continue to see restitutionMy university has agreed to fight with me since they paid for a costly flight, hotel, car, and graduation, to which I was not able to participate inThey are advising me to sue for all of the cost and they are willing to represent me in court since I am in another state This is far from over, and I am amazed that you do not see your fault in this, and would stoop to lying about what was saidI never refused, I was told to find a place to examine my garment to determine why YOU RUINED IT!! What is that? Seriously? Since that was your directive, I will certainly take my garments to another cleaner and continue to build my caseThis will end up being very costly to you, both in reputation and monetarilyIt would have been easier for you to simply pay for your mistake at $100, but that is your choice
Sincerely,
*** ***

A check in the amount of $75 was issued to [redacted] for the [redacted] sweater. Client was informed it could take up to 21 business days to receive check at the address that was provided by the client.

Hello [redacted] I am so sorry to hear about the lack of follow-up. I am going to look further into this with the owner and the manager and we will get in touch with you shortly after they have reviewed this incident.  Warmly,[redacted]Administrative Assistant

Thank you for bringing this matter to our attention and for the opportunity to improve. We value our customers and appreciate the feedback regarding our customer service. We always strive for 100% customer satisfaction and are constantly improving our communication and processes to reach our goal....

We apologize our customer did not receive our valued 100% customer satisfaction. The email address we had in our system was incomplete, resulting in our customer not receiving her digital photo gallery. We were not aware of this issue until speaking with the customer on the phone. At which time, the email address was updated and the gallery was emailed and received correctly. Again, we would like to thank our customer for her business and the opportunity for customer satisfaction improvement.

Initial Business Response /* (1000, 6, 2015/10/01) */
After speaking with Mr. [redacted], I believe this issue has been resolved.
The root of Mr. [redacted]'s problems lie in training. Ironically, we promoted internally someone to be in charge of training this afternoon. She will be working closely...

with the manager of our northern operations for the next several weeks until we are confident things are being run with the systems that we have had in place for years.
This job function has been lacking recently and it especially became obvious when our customer service manager was no longer available due to an unfortunate personal issue.
Mr. [redacted]'s feedback was invaluable in underscoring the importance of solving the problem we had identified.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We apologize that our customer did not receive her digital photo gallery in a timely manner.  We are continually working to improve our customer satisfaction. As a way of satisfying our customer, we are emailing her digital images free of charge.

Hello [redacted], I have looked into this and spoke to our manager who assisted you on this issue and was told there was no care label found on the item so we use our best judgement when cleaning but there can always be issue when cleaning when no care label is found. The manager had stated she would...

be willing to send your item off to our garment analysis to get tested to see who fault it was, we never make you do this so I am thinking there was a misunderstanding of what was said during the conversation. I was told you were not willing to let us take it to them and refused to leave the item so we could do so. This case is closed due to this and your order has been written off and noted.  Warmly,Heritage Cleaners

Initial Business Response /* (1000, 8, 2015/12/01) */
The pants are in fact lost. We left customer a message on 11/24/2015 at 2:25pm to let us know the cost with tax as we will always issue a full refund including the tax to our customers lost items. Still waiting for her to give us a call back to...

advise.
Sincerely

Initial Business Response /* (1000, 6, 2015/09/11) */
Hi [redacted],
My name Is [redacted] I'm the General Manager for Heritage Cleaners. I Apologize for the inconvenience this has been, I've called a number that was left for me to call you, I left a message stating that your Suit and...

blouse were found, I also said I would hold on to it till I hear from you so I can deliver it to you myself.
Once again Heritage Cleaners and I Apologize for the inconvenience.
[redacted]
XXX-XXX-XXXX

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]il1)We never spoke on the phone because my phone calls went unanswered, With no return phone calls. I didn't not receive a call until I posted a complaint with the Revdex.com 2) There was no missing information regarding the email address, the company stated themselves that they had he correct information and was unclear why I didn't not receive the photographs in the original time frame , and watch my email for another email with information to view my photos

Initial Business Response /* (1000, 6, 2015/08/20) */
I spoke with the customer and this should be resolved as soon as he receives the check. It is being sent out today, [redacted] to [redacted] S [redacted]

I took my comforter here to be washed. Three of their own set deadlines and fifteen days passed before I got my (unwashed) comforter back. My husband and I bought our first home in Wake Forest over the summer, after which we received a package of coupons to encourage us to try local businesses, including a one for Heritage Cleaners. With no minimum purchase or restrictions, it seemed like a great chance to have our comforter cleaned after the move. I dropped it by on a Saturday morning (8/23) and was advised it would be ready on Friday, 8/29.The lady who in took the comforter made no remarks or expressed any concern about the business' ability to clean the comforter which is about five years old and has been dry-cleaned twice with no problem. The following Sunday (8/31, two days after it was supposed to be ready), my husband went to pick it up. I had left my phone number with the cleaners but received no communication that it would not be ready when indicated. However, when my husband arrived, he was first told they had to "find" the comforter because they didn't know where it was. Following several minutes of waiting, he was advised the comforter wasn't cleaned yet--hadn't even been started--but would be ready the following Wednesday (9/3). No reason was given.Knowing Monday (9/1) was a holiday, I gave it a couple extra days--again--before calling the cleaners to let them know I was picking it up; again, I had received no communication to indicate otherwise but wanted to doublecheck after the first attempt to pickup. When the lady answered the phone, I advised that I was calling about my comforter--which they had had for 13 days at this point--to make sure it was ready after previously coming in and finding it wasn't. The lady said, "You must be [redacted]." and I perked up, saying, "Yeah, that's me," thinking she knew about my situation because they had been trying to diligently resolve it.Imagine my shock when the next words she said were, "Yeah, it's still at the plant. Let me give you the number so you can call and find out what happened to it."I responded by politely asking if that was not her job--to find out where the comforter I had entrusted to them was and if it was ready or not--to which she huffily responded, "I'm just trying to cut out the middle man!" I advised her I could understand cutting out the middle man if she was not being PAID to BE said middle man. She tonelessly apologized that I "took her comment rudely" and said she would call me back before hanging up on me.The owner called me back that afternoon and said she didn't know that the plant STILL hadn't cleaned the comforter until that day because they "never told me." I was just quiet and let her talk; she seemed nice and apologetic for the mix-up so I figured AGAIN that I would forget about it. She nicely offered to drop the comforter off at my house and asked for my address. I started to give it to her but my 14-month-old admittedly started yelling and making it very hard to hear. She interrupted me to say she would call me back and confirmed my number before quickly hanging up.Over 24 hours later, I still hadn't heard anything. I tried calling the owner back on the number from which she called me. I didn't get an answer and the voice mailbox was full. Finally, I was livid. I texted her to tell her that it was the single worst experience of my life with a business; I advised her I was writing this complaint; and I told her I would pick up my own comforter based on her lack of follow-through and accountability. She called me back right after I sent these messages, but at this point, I was so irate, nothing productive could have come from a conversation so I ignored the call and blocked the number. When my husband finally picked up the comforter today, Monday (9/8), the owner rudely said she was "sorry for the miscommunication" in a tone that clearly indicated she wasn't. He told her that the experience was unacceptable and that we wouldn't return to which she rudely said, "Good." Consumer unfriendly didn't even begin to describe this experience.Desired SettlementAccountability for their rudeness and failure to have the comforter cleaned (only after having it for THIRTEEN days did they advise they couldn't clean it) and for even having accepted it in the first place which demonstrates their incompetence at their own business. I would like an apology but won't expect one and doubt that can even result from such a complaint. I would like to point out that this experience was so incredibly negative, I didn't lose any money and still felt the need to report it. I have worked in customer service for over ten years and, therefore, never complained due to understanding its difficult and tricky navigation. I have never complained to a manager, a website or the Revdex.com until this. I am not trying to be vengeful; I am seeking some accountability.Business Response Thank you for the opportunity to respond to Mrs [redacted] complaint. I do sincerely apologize for the [redacted]' experience. I have called her 4 or 5 times, left messages, and texted her, trying to deliver her comforter and resolve this issue. We did not clean her comforter when it was promised. Our employees did not let us know this in a timely manner, For all of this, we are very sorry. The comforter isn't sewn into sections or tacked well. Our experience with comforters made in this manner, when cleaned, can have the filling shift making it lumpy, etc. We participate with "Our Town", a business marketing company that sends new residents a coupon for $10.00 of free cleaning. When the comforter wasn't ready, the [redacted] asked for a further discount. Once I was informed of our mistake, I called Mrs. [redacted] and was apologetic; told her I would check on the comforter and call her back. When I called back, I explained and offered to deliver the comforter. She was driving with her child, so I offered to call again to get directions and her address. I called back twice that same day, left messages both times, and called the next day. In the messages I left my number, and offered to let them use the coupon on something else. I also texted the next day. We have been in business over 20 years, we value our reputation and try very hard to communicate with our customers. I have talked with the employees involved about customer service.However, we take responsibility for the service. We wish we could change what happened. Please keep us informed in this matter. I would like to know that you have received this e-mail please. The number where I may be reached is [redacted]. Thank you. Sincerely, [redacted] Heritage Cleaners [redacted]