Laundry Room

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was told by the previous owner that she came in to clean my wife's dressSo she had honored the gift card that she had given us, NOT you. As far as the coat goes, my wife showed you the coat; it was full of dog hairYou told me you had seen it on one of our first conversations over the phone and asked if she may have left with it and I said "no, I watched her bring it in and watched her come out with out it." Also, we have the slip that you gave us so obviously that whole conversation about my wife being in a hurry and not taking it from you is a lie. Like I said in a previous message, we realize we a partly at fault because we misread it and didn't realize you never put the jacket on there until it was too late. Also, if you would like to bring up unrelated instances, I'd like to mention that a priest at our church claims two of his jackets were destroyed while in the hands of your businessWe also heard a similar story from a client of ours with four of her suitsIt is mind blowing that you would handle these situations so poorly, given the influence social media can have on a small town. Luckily, for your business, we are above public blasting. We can only hope, for the sake of your business, that your customer service skills improve tremendouslyAnd quickly for that matter
Regards,
*** ***

Thank you for the recent inquiry regarding the concerns
raised about our business.  We recently
purchased The Laundry Room on October 1, 2014 and strive to provide exceptional
customer service. On November 10, 2014 a lady brought in a wedding gown all
bunched up in her arms while her...

husband waited out in their vehicle.  She laid it on the counter and said she had a
gift certificate to get it cleaned but she didn’t have it with her.  I told her that was okay, and asked that she
bring it in when she came in to pick up the dress.  I filled out the customer invoice (#25439)
listing the wedding gown and the instructions to clean and preserve it.  I did not write a coat on the slip because I
didn’t see one that came in with the dress.  Since the dress was white and the coat was black with a purple interior,
I would have noticed if the 2 items had been brought in together.  As she was hurrying out the door, I ask her
if she would like the pink customer copy for her records, which states customer
name and phone number, date, the items dropped off, and any special
instructions for said items.  It also
states on the back side our Conditions and Policy in accordance with state
regulations, to which she said “No, That’s okay” and hurried off.  I called her after the dress was cleaned and preserved and
she returned to pick it up on November 26, 2014, bringing the gift certificate
with her.  This entitled her to a
completely free cleaning and preservation ($130.00 value) which was issued by
the previous owner prior to our purchase of the business.  We honored the gift certificate, even though
we had no obligation to, since it was not issued under our ownership and we
were not reimbursed in any amount for the service or expenses incurred by us.She then asked, “What about my coat?”  I was rather puzzled, since it wasn’t written
on the original invoice, but told her I would look in the back to see if we had
one for her.  It would have been put on
the rack separate from where the wedding dresses are kept.  Both my employee and I looked on all of the
racks for anything that might match the description given of the coat.  Not finding anything with her name on it, I
apologized and filled out a new customer invoice (#25579) with the complete
details she provided and told her that I would keep an eye out for it.  I explained that IF the coat was brought in and mishandled, it could take 2-4 months
to re-surface, but since I have no record of it being brought in I was not 100%
certain that I ever had the coat and there wasn’t much more I could offer at
that point.A couple of weeks later the lady’s husband called asking if
we had found his wife’s coat yet.  I
apologized multiple times to the husband and told him we were still watching
for it.  He then accused me of “sending
it out with someone else’s order” and also asked if I was sure my “employee
didn’t take it”.  I assured him that I
was certain that it didn’t go out with anyone else’s order (the description of
the coat was very unique and distinguishable) and that the trustworthiness of
my employee has never been an issue – even with the previous owner.  {The employee has been with this
company/previous owner for 7 years}.  I
told him that I was very sorry, but I couldn’t give him something I didn’t
have.On January 12, 2015 the husband stopped in and again asked
if we had found the coat.  I asked “So
you still have not found it at home, in your vehicle, another dry cleaner…?” He
firmly and matter-of-factly said no, since they had dropped if off by us.  So, I do wonder if any effort was made on his
part to locate the missing coat.  Again,
I apologized and explained that I had not yet found anything with the
description his wife gave, that I couldn’t give him something I didn’t have,
and I would keep watching.That same afternoon, another man came in and presented me
with a claim slip asking for his coat.  I
had to send him to the dry cleaners down the road, listed at the top of the
slip.  On another occasion a lady stopped
by asking for her “lighthouse sweater”.  I looked on my racks for it, took her name and number and told her I
would call if I found it.  She told me
that “I had better find it because it was her favorite sweater and she needed
it for her trip Thursday.”  I called her
back a day later and she said “oh, never mind, I found it.”  Just last week, the police called asking me
about clothing that was taken from my “laundry mat”.  The officer explained that the lady reported
that she “put her clothing in my machine, left for a while and when she came
back her stuff was missing.”  I informed
the officer that no one uses our machines other than myself and my employees.  The officer apologized and stated that the
claimant couldn’t remember the name of the place she did her laundry, but this
was clearly a mistake.  I felt the need to include the above examples because we
have only owned this business a few months, and more times than just stated, it
has come to our attention that people get our business confused with
surrounding dry cleaners and laundry mats quite frequently.  Perhaps if the Revdex.com could suggest, as I did to
the husband earlier, that he check the other cleaners in the area or in some of
his personal locations, and he may find the coat.Since this wedding dress/coat incident we have taken further
precautions that instances like this do not reoccur, including, but not limited
to, installing security cameras, for everyone’s peace of mind.  We have been compliant and don’t know what
else we can do to resolve this situation, since we cannot give something we
never took in.  Please let us know if we
can be of any further assistance.Thank you. [redacted]Owners of
The Laundry RoomMarshfield,
WI 54449