JessicaSimpson.com

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Mary [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Cherry [redacted] I ACCEPT THE BUSINESS OFFER BUT WILL ALWAYS STAND BE HIND ,KASPERS SUITES ARE WELL MADE AND THE CLEANERS WAS AT FAULT

I would like to address this complaint in two parts First, the way in which my employee handled the situation, and second, the condition of the suit.The way this situation was handled by the store’s “manager” was completely unacceptable She held onto the suit without informing the people who could actually address the situation Those people being [redacted] or myself, [redacted] of the company The situation began a full month before either of us was informed For this, I apologize and I will refund the cleaning cost and the price of the suit.Second, however, is the condition of the suit It is white, was not particularly well made and has been altered The dark marks are lint inside of the cuffs of the pants and inside of the lapels of the coat How did the lint get there? I will tell you There are gaps in the stitching of the hemline on the pants and small unstitched areas on the suit coat White clothing is cleaned with other light colored clothing, beiges, light grays, etc When cleaned there is always lint Generally the lint comes off in drying or is manually removed during pressing or inspection However, a small amount of lint does get inside of almost every suit, but goes unnoticed because of the color of the suit, blacks, blues, browns, etc With white, everything shows The only way to fix the problem is to open up the hems or seams and brush the lint out Then sew the hems and seams back together with a tight surge stitch to prevent further collection of lint.If the situation had been handled correctly from the start, this would not have been an issue It was not and again, for that, I apologize The suit however, is not destroyed or ruined

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Cherry[redacted]  I ACCEPT THE BUSINESS OFFER BUT WILL ALWAYS STAND BE HIND ,KASPERS SUITES ARE WELL MADE AND THE CLEANERS WAS AT FAULT.

This customer dropped off a rug for cleaning in 2015.  She was reminded for over a year that the rug was still here and needed to be paid for and picked up.  When a service is provided payment is expected.  Yesterday when the customer stated they did not want the rug I...

did offer to put a 20% discount on the total.  The customer is stating they were quoted $50 to have it sent to our rug specialist and I am willing to honor the misquote and put the price of the rug cleaning down to the original quote of $50.00, but we would like their rug picked up within 30 days.

I would like to address this unfortunate situation in terms of facts.  The customer did bring their “Packers” leather coat to Martino’s for cleaning on December 23rd, a Saturday.  They were told it would be ready on Wednesday, December 27th after 4:00.  This is our standard asking...

time for cleaning, two business days.  The coat was not ready at that time. The reason it wasn’t ready was that the coat needed special care.  The care label states “Wipe with damp cloth”, meaning I could not clean the coat in any of my cleaning machines, but rather had to clean the coat by hand.  This takes time, 3 hours over 2 days, not including drying time.  The entire inside of the coat, plus the cuffs and waistband, had to be steam cleaned and be allowed to air dry.  The process needs to be repeated if the garment needs additional cleaning.  At 4:00 on Wednesday, December 27th, when Mr. [redacted] came to pick up, the coat was drying from its second cleaning and not ready. Under normal circumstances, the store manager would have called the customer earlier than 4:00 to request extra time, usually one day.  Unfortunately, the store manager was on vacation and the call was missed by the person covering his duties. (This has been addressed internally)  Mr. [redacted] was, understandably upset and wanted a message left for the manager.  As stated, the manager was on vacation and communication broke down.  This I will take responsibility for and apologize. As to the rest of the complaint made by the customer, I take issue.  We have multiple locations, and being only one person, I cannot be everywhere at once.  So I have video and audio recording at every store.  This is clearly marked on our doors and drive-thrus.  I have these so that I can review transactions and interactions with customers.  I have found video of both the phone call prior to pick-up and the pick-up itself.  These took place on the afternoon of Thursday, December 28th. First, the phone call.  Although I can only hear one half of the conversation, it is clear my employee was being spoken to in an unpleasant way.  She is holding the phone away from her ear and does say “There is no need to yell at me.”  She tries to tell the customer that the coat was now ready, but couldn’t get a word into the conversation.  She passed the phone to another employee who saw her distress.  The second employee also tries to tell the customer that the coat was ready and had to repeat  herself numerous times, raising her voice to be heard.  In my opinion, she does get louder, but does not yell or scream.  The phone call ended and they waited for the customer to come and pick up the coat. A short time later, a young man enters our store and waits patiently to be waited on.  After a brief wait, an employee addresses him and he places his claim check on the counter.  My employee picks up the check, enters it in the computer and retrieves the coat.  This is all done in silence.  She then tells him his total is $15.63.  he grunts and says okay, pays with a $20 bill, receives his change, grabs the coat and turns to leave.  As he is halfway out the door when he says “I will not be back”.  The door is closing as my employee responds “Don’t bother”. (This response has also been addressed internally) This is how the transaction took place.  The customers claims that 1.       Someone remarked on the state of the young man’s coat and suggested a cleaning.             2.       An employee yelled at another employee “Don’t talk to him, I will be right with  you sir” 3.       Snagged ticket out of hand  4.       Demand that we pay  5.       Staring down the husband, who wasn’t in the store  6.       Threats to call the police None of this happened.  I can provide copies of the video.  As far as reimbursing the customer $20 I will not.  I will however mail a check for $15.63 to the address we have on file.  Not calling and informing the customer we needed an extra day was on us.  However, making false claims about treatment is on the customer.

First we would like to apologize for the delay of the tailoring service from our store.  Martino's did attempt to contact the customer twice as there was a question on the placement of one of the patches.  Unfortunately, we did not get a response from the customer so the coat was left to...

the side with all the patches completed except for the patch in question.  When the customer arrived at the location to speak with the manager he requested to pick up the coat without the patches on it.  Once he saw that all the other patches were sewn on the coat he expressed that he was not going to pay for the work no matter what the outcome was and later stated just to bill him which is not something we do without a credit card on file.  After that he expressed that he wanted the patches removed while he waited in the lobby area.  Unfortunately due to the high demand of tailoring my tailor was not able to do it at the exact moment and the customer was told the coat would be ready the following day to be picked up at no charge. The customer was contacted as soon as the patches were removed, as the customer had stated he wanted to bring the coat to another establishment, and that the coat was ready to be picked up.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Mary [redacted]

I would like to address this complaint in two parts.  First, the way in which my employee handled the situation, and second, the condition of the suit.The way this situation was handled by the store’s “manager” was completely unacceptable.  She held onto the suit without informing the...

people who could actually address the situation.  Those people being [redacted] or myself, [redacted] of the company.  The situation began a full month before either of us was informed.  For this, I apologize and I will refund the cleaning cost and the price of the suit.Second, however, is the condition of the suit.  It is white, was not particularly well made and has been altered.  The dark marks are lint inside of the cuffs of the pants and inside of the lapels of the coat.  How did the lint get there?  I will tell you.  There are gaps in the stitching of the hemline on the pants and small unstitched areas on the suit coat.  White clothing is cleaned with other light colored clothing, beiges, light grays, etc.  When cleaned there is always lint.   Generally the lint comes off in drying or is manually removed during pressing or inspection.  However, a small amount of lint does get inside of almost every suit, but goes unnoticed because of the color of the suit, blacks, blues, browns, etc.  With white, everything shows.  The only way to fix the problem is to open up the hems or seams and brush the lint out.  Then sew the hems and seams back together with a tight surge stitch to prevent further collection of lint.If the situation had been handled correctly from the start, this would not have been an issue.  It was not and again, for that, I apologize.  The suit however, is not destroyed or ruined.