Lafrentz Road Marking

Customer brought in her pair of all white pants, manufactured by Land's EndWe sent it to be cleaned and specially noted that there was a tough stain by the navy waistbandThe cleaners we work with followed the instructions on the pants and aimed to remove the stain as well, resulting in bleeding of the navy waistbandWithout a reference or proof of value, the customer openly demands a price of $in cashWe offered to provide store credit in the amount of $which is more than the dry cleaning fee that would have been asked of the customerOur store refund policy is clearly disclosed on our signage, receipts and business policyWe had initially offered to give the customer $in store credit because to pay the client $when we had explicitly followed the instructions with the goal to remove the stain from the white pants would not be fair to usWe are a small business; we spent time and put the labor and if the customer doesn't pay, the dry cleaning cost was already covered by usOver the phone or in person, we have never called the customer a liar, nor did we raise our voice in any manner or use abusive languageWe would never hang up on our customersThat goes against our characterWe have phone records on 6/ [redacted] that document that we have reached out to Land's End Customer Service (###-###-####) in an effort to find more information on the pants as we have the pants stock identification numberWe spoke with a representative by the name of SamanthaShe tried to look up the pants but said that the pants model is confirmed to be older than as their stock inventory does not show any match to the customer's pants that dates before She said that Land's End would be happy to accept the pants and provide credit to the customer but that would be a transaction that the customer would have had to initiate it herself directly with Land's End, the pants manufacturer, as we did not have the ability to facilitate thatWith that information, we called the customer and was only able to get a hold of her voicemail so we left a message informing her how she can get a brand new pair of pants from Land's EndAfter the voicemail, we haven't heard from the customer-- We are a small family-owned businessThe stain was accidentally caused in the first place because we were trying to remove the original tough stain that was on the pants, doing our jobAccidents happen, but the labor and services were performed so we initially offered what would've been fair to both parties, $store creditOn June ***, we've reimbursed her the full $in cash via check, even though she could've seeked Land's End to acquire a new pair of pantsWe still haven't heard from [redacted] still in regards to our offerThe $credit was dropped off at her mailboxWhile we are sorry that this accident happened, we do not wish to drag this issue on over $and do not appreciate the lies and defamation of our business and characterWe would never yell or abuse our customersWe care about our customers and take pride in our service, and we have a book of loyal customers to show thatWe hope she will be satisfied with this reimbursementThank you

Dear [redacted] , Please see attached for the my copy of check that I sent to [redacted] on I have responded with the first letter within days [redacted] has responded again indicating that even after we sent her the $check for the "alleged" full value of the pants from Land's End, the case is not resolved in her opinion We would like to refute that as this is just a rude customer taking advantage of us because we are immigrants and our english is not proficient, defaming our businessShe keeps arguing that we are lying and that we were abusive when we will stand our ground and insist that is not trueWe never In her latest claim, she argues that there was no representative by the name of Samantha at Land's End and that we mailed [redacted] a return label for the pantsBoth falseWhen we left a voicemail for [redacted] about our call with Land's End, we deliveried back the damaged pants to [redacted] with the instructions we received from Land's End, detailing the return address (not return label) where she can send back the pants and initiate the redemption of creditWe called Land's End to see how they were able to help but in order to redeem for credit of pants, Land's End made it clear it was store policy that only the customer would've been able to facilitate the actual process on their ownThat is NOT something we would even have the ability to do, nor the authority to [redacted] claims we still haven't taken responsibility for our actionsBut the copy of the check attached with the mailed envelope will prove otherwiseWe have already take full responsibility despite it not being our fault, and the proof is in the check we sent to her mailbox, which she has received but refuse to admit that we have already been accountable for our actions She's the only one at this point that can't take the money she originally asked for and leave us aloneShe has the $in cash she asked for AND she can still call Land's End to get a new pair of pants or credit which would mean that the $check is a bonus to herShe can probably get two pairs of pants out of this whole situationNo one is sending her on any "convoluted" solutionIf she wasn't able to get ahold of the same Land's End representative as we did, she can talk to anyone and they can still inform her of the same store policy that we were toldWe made the call to Land's End customer service on 6/**, a call which lasted minutesWe have the Verizon bill to prove it (please see attached) Any further complaints from her, we will be considering as harassment because we already did everything we can to resolve this case and her claims are based on lies because she is so determined to make our business look badTo claim we are "verbally abusive" or that we were "raising our voice" the entire conversation is fictionIn our 20+ years of being in the dry cleaning business, she is the first person to be so adamantly determined to paint us as "abusive"Accidents may happen on clothes, but we never speak rudely or use "abusive" language to our customers, regardless of how unreasonable the requests are Please see attached for all the documentation of what we did to resolve this caseFeel free to reach out to me if there are any questionsWe would really appreciate if this case can be resolved and over with, as we have already done more than we can Thank you Susanna

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
In my opinion this is a very dishonest merchant Henry Lee called me a liar in so many words His voice was raised for the entire conversation I called Lands End after receiving his message and it turned into a lengthy conversation because they did not know who Samantha was In the end they offered to send me a mailing label to return the pants for a Lands End credit, but I did not receive the label.This has caused me to go out of my way chasing down convoluted solutions for something Lee's Cleaners did The bottom line is Lee's Cleaners did not take responsibility for their actions and Henry Lee was verbally abusive I think it is important for anyone using or considering using this cleaner to know they refuse to be accountable for their actions
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
They finally sent me a check for $60, which is what I've asked for and which I cashed.  As far as I am concerned the matter is resolved because someone needs to put an end to this nonsense.  In their latest response the continue to misrepresent things in a very vitriolic way.  I have never contacted them since my initial filing of this complaint.  I want nothing more to do with them because they are dishonest. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],   Please see attached for the my copy of check that I sent to [redacted] on 6/**/16.  I have responded with the first letter within 14 days .    [redacted] has responded again indicating that even after we sent her the $60 check for the "alleged" full value of the pants from Land's End, the case is not resolved in her opinion.    We would like to refute that as this is just a rude customer taking advantage of us because we are immigrants and our english is not proficient, defaming our business. She keeps arguing that we are lying and that we were abusive when we will stand our ground and insist  that is not true. We never    In her latest claim, she argues that there was no representative by the name of Samantha at Land's End and that we mailed [redacted] a return label for the pants. Both false. When we left a voicemail for [redacted] about our call with Land's End, we deliveried back the damaged pants to [redacted] with the instructions we received from Land's End, detailing the return address (not return label) where she can send back the pants and initiate the redemption of credit. We called Land's End to see how they were able to help but in order to redeem for credit of pants, Land's End made it clear it was store policy that only the customer would've been able to facilitate the actual process on their own. That is NOT something we would even have the ability to do, nor the authority to.    [redacted] claims we still haven't taken responsibility for our actions. But the copy of the check attached with the mailed envelope will prove otherwise. We have already take full responsibility despite it not being our fault, and the proof is in the check we sent to her mailbox, which she has received but refuse to admit that we have already been accountable for our actions.    She's the only one at this point that can't take the money she originally asked for and leave us alone. She has the $60 in cash she asked for AND she can still call Land's End to get a new pair of pants or credit which would mean that the $60 check is a bonus to her. She can probably get two pairs of pants out of this whole situation. No one is sending her on any "convoluted" solution. If she wasn't able to get ahold of the same Land's End representative as we did, she can talk to anyone and they can still inform her of the same store policy that we were told. We made the call to Land's End customer service on 6/**, a call which lasted 11 minutes. We have the Verizon bill to prove it (please see attached)    Any further complaints from her, we will be considering as harassment because we already did everything we can to resolve this case and her claims are based on lies because she is so determined to make our business look bad. To claim we are "verbally abusive" or that we were "raising our voice" the entire conversation is fiction. In our 20+ years of being in the dry cleaning business, she is the first person to be so adamantly determined to paint us as "abusive". Accidents may happen on clothes, but we never speak rudely or use "abusive" language to our customers, regardless of how unreasonable the requests are.    Please see attached for all the documentation of what we did to resolve this case. Feel free to reach out to me if there are any questions. We would really appreciate if this case can be resolved and over with, as we have already done more than we can.    Thank you.    Susanna

Customer brought in her pair of all white pants, manufactured by Land's End. We sent it to be cleaned and specially noted that there was a tough stain by the navy waistband. The cleaners we work with followed the instructions on the pants and aimed to remove the stain as well, resulting in bleeding...

of the navy waistband. Without a reference or proof of value, the customer openly demands a price of $60 in cash. We offered to provide store credit in the amount of $20 which is more than the dry cleaning fee that would have been asked of the customer. Our store refund policy is clearly disclosed on our signage, receipts and business policy. We had initially offered to give the customer $20 in store credit because to pay the client $60 when we had explicitly followed the instructions with the goal to remove the stain from the white pants would not be fair to us. We are a small business; we spent time and put the labor and if the customer doesn't pay, the dry cleaning cost was already covered by us. Over the phone or in person, we have never called the customer a liar, nor did we raise our voice in any manner or use abusive language. We would never hang up on our customers. That goes against our character. We have phone records on 6/** that document that we have reached out to Land's End Customer Service (###-###-####) in an effort to find more information on the pants as we have the pants stock identification number. We spoke with a representative by the name of Samantha. She tried to look up the pants but said that the pants model is confirmed to be older than 2012 as their stock inventory does not show any match to the customer's pants that dates before 2012. She said that Land's End would be happy to accept the pants and provide credit to the customer but that would be a transaction that the customer would have had to initiate it herself directly with Land's End, the pants manufacturer, as we did not have the ability to facilitate that. With that information, we called the customer and was only able to get a hold of her voicemail so we left a message informing her how she can get a brand new pair of pants from Land's End. After the voicemail, we haven't heard from the customer. -- We are a small family-owned business. The stain was accidentally caused in the first place because we were trying to remove the original tough stain that was on the pants, doing our job. Accidents happen, but the labor and services were performed so we initially offered what would've been fair to both parties, $20 store credit. On June [redacted], we've reimbursed her the full $60 in cash via check, even though she could've seeked Land's End to acquire a new pair of pants. We still haven't heard from [redacted] still in regards to our offer. The $60 credit was dropped off at her mailbox. While we are sorry that this accident happened, we do not wish to drag this issue on over $60 and do not appreciate the lies and defamation of our business and character. We would never yell or abuse our customers. We care about our customers and take pride in our service, and we have a book of loyal customers to show that. We hope she will be satisfied with this reimbursement. Thank you