Highlander Cleaners

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:It does not contain an offer to resolve and merely states the owners opinion Furthermore, the sweater has not been returned to it's original condition Held up to the several sweaters of the exact same brand, style and size, the sweater is still a full inch too short in overall length and is the sleeves are now over an inch too long Whether or not the owner looked at the sweater and didn't think it appeared to have been significantly damaged seems irrelevant given that This was a worn-once sweater that fit loosely on my son After one cleaning at Highland, he could barely get his arms into it they were so narrow and the length was so short his stomach showed The owner was contacted in writing as instructed by the clerk who was working at the time Additionally, this was the only way to send the receipt which I only have a digital copy of The information provided was not for an [redacted] "listing," but for the actual purchase The owner was done a favor of me purchasing off [redacted] at less than half the cost of retail Given the amount of back and forth dealing with this business owner, I should have just gone back to the department store and purchased the replacement for $rather than doing her the courtesy of purchasing a replacement at a deep discountAs a business owner, the goal should be to resolve the issue to the customer's satisfaction The owner's satisfaction isn't really the point here If she thinks the sweater is good enough, she can wear it herself Although it *may [redacted] be true that this is the first Revdex.com complaint she's had, one of the first things her clerk blurted out was that they had ruined "things that were a lot more expensive." In my original email to the owner which contained the receipt of the replacement sweater, I asked that a check be left for me at the business, payable to " [redacted] " as my name appears on my bank account I would have gone back to the business with no concerns had it just been done All this back and forth, making me beg for reimbursement for an item they damaged and did not restore to my satisfaction, it appears maybe my business' is not so appreciated Not writing a check for $one time and losing $in business from me every single month seems foolish

December 4, 2015Dear Revdex.com Representative,
Thank you for contacting our business and notifying us of a registered complaint with your bureauAfter some contemplation, we have decided to comply with our customer's requestThe circumstances leading to the need for my communication
with the Revdex.com has been a new experience in customer relationsI believe this is my first customer related contact with the Revdex.com in years of doing business.On November 19, *** *** brought a sweater into our store and told the counter staff that it had shrunkShe also indicated that she wanted to communicate by email onlyThe same day she sent us an email requesting payment for the sweaterThe amount requested was based on an *** listingWe wanted an opportunity to restore the sweater if possibleAs her attached emails indicate, she was not interested in thisSo the same day we found out about the problem, we also were informed she wanted payment for a sweater she had already purchased as a replacement.The sweater did not appear to have shrunkIt was not felted or distortedThe hand and appearance of the sweater gave no indication of shrinkageEvery manufacturer has their own size specifications for their line of garmentsWe found the manufacturer's dimentions for the sweater and agree with the customer that it had changed in sizeIt was a simple procedure to steam and block it back to the proper size dimentionsThis is the first time a customer made a garment claim in such a fashionWe were hesitant to comply with the customer's requestWe feel it was not difficult to restore the sweaterIt should be obvious that we have nothing to gain and much to lose in this situationWe are a family business with a good reputation in the communityA conversation across the counter with people who trust each other iswhat we are accustomed toSincerely,
Jay HPresident, Highlander Cleaners

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
It does not contain an offer to resolve and merely states the owners opinion Furthermore, the sweater has not been returned to it's original condition Held up to the several sweaters of the exact same brand, style and size, the sweater is still a full inch too short in overall length and is the sleeves are now over an inch too long Whether or not the owner looked at the sweater and didn't think it appeared to have been significantly damaged seems irrelevant given that This was a worn-once sweater that fit loosely on my son After one cleaning at Highland, he could barely get his arms into it they were so narrow and the length was so short his stomach showed The owner was contacted in writing as instructed by the clerk who was working at the time Additionally, this was the only way to send the receipt which I only have a digital copy of The information provided was not for an *** "listing," but for the actual purchase The owner was done a favor of me purchasing off *** at less than half the cost of retail Given the amount of back and forth dealing with this business owner, I should have just gone back to the department store and purchased the replacement for $rather than doing her the courtesy of purchasing a replacement at a deep discount.As a business owner, the goal should be to resolve the issue to the customer's satisfaction The owner's satisfaction isn't really the point here If she thinks the sweater is good enough, she can wear it herself Although it *may* be true that this is the first Revdex.com complaint she's had, one of the first things her clerk blurted out was that they had ruined "things that were a lot more expensive." In my original email to the owner which contained the receipt of the replacement sweater, I asked that a check be left for me at the business, payable to "*** ***" as my name appears on my bank account I would have gone back to the business with no concerns had it just been done All this back and forth, making me beg for reimbursement for an item they damaged and did not restore to my satisfaction, it appears maybe my business' is not so appreciated Not writing a check for $one time and losing $in business from me every single month seems foolish

December 4, 2015Dear Revdex.com Representative,Thank you for contacting our business and notifying us of a registered complaint with your bureau. After some contemplation, we have decided to comply with our customer's request. The circumstances leading to the need for my communication with the Revdex.com has been...

a new experience in customer relations. I believe this is my first customer related contact with the Revdex.com in 37 years of doing business.On November 19, [redacted] brought a sweater into our store and told the counter staff that it had shrunk. She also indicated that she wanted to communicate by email only. The same day she sent us an email requesting payment for the sweater. The amount requested was based on an [redacted] listing. We wanted an opportunity to restore the sweater if possible. As her attached emails indicate, she was not interested in this. So the same day we found out about the problem, we also were informed she wanted payment for a sweater she had already purchased as a replacement.The sweater did not appear to have shrunk. It was not felted or distorted. The hand and appearance of the sweater gave no indication of shrinkage. Every manufacturer has their own size specifications for their line of garments. We found the manufacturer's dimentions for the sweater and agree with the customer that it had changed in size. It was a simple procedure to steam and block it back to the proper size dimentions.This is the first time a customer made a garment claim in such a fashion. We were hesitant to comply with the customer's request. We feel it was not difficult to restore the sweater. It should be obvious that we have nothing to gain and much to lose in this situation. We are a family business with a good reputation in the community. A conversation across the counter with people who trust each other iswhat we are accustomed to.Sincerely,Jay H.President, Highlander Cleaners

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:It does not contain an offer to resolve and merely states the owners opinion.  Furthermore, the sweater has not been returned to it's original condition.  Held up to the several sweaters of the exact same brand, style and size, the sweater is still a full inch too short in overall length and is the sleeves are now over an inch too long.  Whether or not the owner looked at the sweater and didn't think it appeared to have been significantly damaged seems irrelevant given that.   This was a worn-once sweater that fit loosely on my son.
 After one cleaning at Highland, he could barely get his arms into it they were so narrow and the length was so short his stomach showed.   
The owner was contacted in writing as instructed by the clerk who was working at the time.  Additionally, this was the only way to send the receipt which I only have a digital copy of.  The information provided was not for an [redacted]  "listing," but for the actual purchase.  The owner was done a favor of me purchasing off [redacted] at less than half the cost of retail.  Given the amount of back and forth dealing with this business owner, I should have just gone back to the department store and purchased the replacement for $125 rather than doing her the courtesy of purchasing a replacement at a deep discount.
As a business owner, the goal should be to resolve the issue to the customer's satisfaction.   The owner's satisfaction isn't really the point here.  If she thinks the sweater is good enough, she can wear it herself.   Although it *may* be true that this is the first Revdex.com complaint she's had, one of the first things her clerk blurted out was that they had ruined "things that were a lot more expensive."   
In my original email to the owner which contained the receipt of the replacement sweater, I asked that a check be left for me at the business, payable to "[redacted]" as my name appears on my bank account.   I would have gone back to the business with no concerns had it just been done.  All this back and forth, making me beg for reimbursement for an item they damaged and did not restore to my satisfaction, it appears maybe my business' is not so appreciated.   Not writing a check for $50 one time and losing $50 in business from me every single month seems foolish.