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Lincoln Terrace Cleaners

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Lincoln Terrace Cleaners Reviews (2)

Review: We recently asked Terrace Lincoln cleaners to clean our shirts. 17 of them were damaged due to their cleaning. Each sleeve has 2 long shiny stripes. We asked them to repair the shirts but unfortunately we received our shirts in the same state. Some of them were new. Therefore, we asked the cleaner to reimburse the 17 shirts for an amount of 730 USD (shirts' value) + 38 USD refund for the first cleaning. They refused, claiming that on each shirt, a sticker indicated that colours could fade away. We can understand it can be the case with time but uniformly then. In this case, there are clear marks of burn (shiny lines) on the sleeves. Also, this is certainly not the first time our shirts have been cleaned by a dry cleaner and never has this issue happened.

Please find here attached 2 conversations. One with Oval service, the intermediary service where we drop the shirts to be sent to TLcleaners. The second conversation show the bad faith of the cleaner and his refusal for reimbursement. In sum, here are the 2 answers from the cleaner: Dear Mr., as I have shared with Oval Concierge, we are not responsible for material quality or manufacture defects. The UNIQLO shirts you presented to us as damaged have specific label notations that include: color may rub off, color may bleed, color may fade. A copy of the manufacturer label from your shirts is attached. I cannot reimburse you for damage that is not our responsibility." JoAnn P[redacted] LT Cleaners

"Mr., I am comfortable in defending my position that any color fading you see on your shirts is not mechanical damage." JoAnDesired Settlement: 768 USD refund (17 damaged shirts and their cleaning)

Business

Response:

Client sent 25 shirts to us claiming they were damaged/discolored only along the sleeves. We examined each shirt and could not find discoloration on any of the white or light colored shirts he returned to us. We did see color fading on some of the dark blue shirts he returned to us.Out of 25 shirts, we found identifiers on only 9 shirts showing they had been laundered with us between the beginning of September and the middle of October. We could not find identifiers on any of the other shirts.Upon examination, many of the shirts that were returned to show showed obvious signs of being worn, including fresh coffee stains and discolored armpits caused by perspiration.Most of the shirts were name brand UNIQLO. We examined the care label inside these shirts and found printed on the UNIQLO garment care labels was the warning: "color may fade, color may bleed, color may rub off".We explained this to the client and told him that the manufacturer was clearly warning about weak colors on their garments, so he should have expected color fading. We also explained that our shirt pressing machine does not use any mechanical parts to press the sleeves. The sleeves are dried and pressed through HOT AIR being blown THROUGH the sleeves. No mechanical part or iron touches the sleeve AT ALL. Not all shirt units operate in this fashion, but the modern ones do, and ours is a modern machine.We re-cleaned all 25 shirts at no charge to the client, using the exact same machine and process we use for every single shirt we launder. The client then claimed that out of the 25 shirts, 17 were still damaged, 16 of which are the brand UNIQLO.I feel the client is trying to place blame on us for discoloring his shirts when there is a clear notice inside the shirts that warns of exactly what he is complaining about.

Review: In 4 months, they have lost 2 of my dress shirts- both times returning someone else's shirt in my order, and then basically accuse me of lying about it. The first shirt was very expensive- I only happened to know which shirt of mine was missing because I only had 2 of that brand. The 2nd time, I had no idea which shirt of mine was missing. I only know that I gave them 5 shirts, and got 5 back, 1 of which was not mine. Both times, they say that the tag number on the shirt I have gotten back in place of mine corresponds to my account, and they "don't understand" how this could have happened to me, as it never happens to anyone else. The employee I spoke to said that she "personally took care" of my order, and that all the tags match up. I have called 3 times in 3 weeks asking to speak with the manager, and have left my phone number, and have never gotten a call back. They have not attempted at all to resolve this problem.Desired Settlement: I would like a letter of apology and a cash refund for my lost/stolen items.

Business

Response:

[redacted] has been a customer of our dry cleaner for about 10 months. He will call into the store, leave a bag of his garments with his doorman, and we will dispatch a driver to pick up his order, clean it, and return it to him. We count the items when they come into the store, and generate a computerized invoice. [redacted] does not send an item count or an itemized list in his bag.

In March of 2013, [redacted] sent an order in for cleaning. The bag came into our store, was counted by our Customer Service Rep, and an invoice was made. As soon as the invoice is made, the CSR took a corresponding number of identification tags and stapled one to each and every garment [redacted] sent in. His garments did not leave the counter until each one was tagged. The identification tag number was then recorded in our computer on his invoice. The garments were then processed. This is the same procedure for every client of our store.

[redacted] called our facility some time later and said he received one shirt that did not belong to him. He spoke to [redacted], our Store Manager, who identified herself to him as the Manager, and explained our process to [redacted]. She explained to [redacted] that we would need him to return the item so that we could examine the markings and determine if an error was made. We received the shirt back, still in its original packaging, and confirmed that the identification number was the same number logged into our system from when the order was originally sent to us. [redacted] responded to [redacted] and explained that the identification numbers on the shirt match what is logged into our system and reiterated our process. [redacted] was not satisfied and asked that the owner call him.

As a courtesy, I reached out to [redacted] and again reiterated that his items do not leave the counter until they are counted, logged in, and assigned identification tags, and that I felt it was highly unlikely that an error had occurred. I did also tell [redacted] that I was so sure of our process that I had received no other complaints in at a minimum the last 8 months about anyone having a similar issue. Regardless, [redacted] and I had a very professional conversation, and I said basically that I didn’t think this was our mistake, but as a gesture of goodwill, I would place a $90 credit on his store account. I felt this was the best resolution so that he could feel as though he got something for his concerns and we would keep his as a client. [redacted] indicated to me that he was very satisfied with this resolution, and he subsequently used all of this store credit.

Fast forward to July, [redacted] sent in an order of 5 shirts and 1 dress in his laundry bag. [redacted], our Store Manager, personally processed the order. In fact, the order was so carefully reviewed that [redacted] noted a button or snap was missing from one of the shirts. She even contacted [redacted] to ask if he wanted us to make the repair, which would add a charge of $4 to his order. [redacted] agreed and the order was again processed in the same manner as described above.

[redacted] contacted our store again some time later, demanding that he speak to the owner and that we lost another one of his shirts. Our store Manager, [redacted], told [redacted] that she PERSONALLY HANDLED HIS ORDER AND HAD BEEN DOING SO EVER SINCE HIS FIRST COMPLAINT, AND THAT HE WAS MISTAKEN. Again [redacted] confirmed the control numbers with him on the phone, and again reiterated that the shirt was immediately tagged with an identification number as soon as it was taken out of [redacted]’s bag. [redacted] told [redacted] again that if he thinks the shirt isn’t his, he has to return it to us for examination, exactly as the process was before, and asked him what is the brand of the shirt he thinks he is missing, exactly as was done before. [redacted] became belligerent on the phone, refused to return the shirt and demanded he speak to “the owner”.

[redacted] informed me of the various conversations that occurred, at which point I instructed her to contact [redacted] again and let him know that he is required to follow the process of returning the shirt for our review, and he can then email me, “the owner”, through the store email address. [redacted] chose not to follow this process, but instead chose to contact Revdex.com.

All of the evidence I have in our computer, [redacted]’s invoices, and the control numbers assigned to each item demonstrates to me that [redacted] received exactly what he sent in. I would be happy to submit that material as evidence.

Additionally, [redacted] refuses to return the shirt, doesn’t know what kind of shirt he is “missing”, and won’t follow our procedures for problem resolution. So at this point, I do not feel there is anything else I can do on my end to resolve this issue.

Consumer

Response:

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:

I quote from their response:

"[redacted] informed me of the various conversations that occurred, at which point I instructed her to contact [redacted] again and let him know that he is required to follow the process of returning the shirt for our review, and he can then email me, “the owner”, through the store email address. [redacted] chose not to follow this process, but instead chose to contact Revdex.com"

This is untrue. I was never contacted, nor was I ever asked to return the shirt that was given to me in error. All I was ever told was that a manager/owner would call me back, and no one ever did. At no point did anyone tell me that I was required to return the the shirt that was given to me in error.

I quote again:

"[redacted], told [redacted] that she PERSONALLY HANDLED HIS ORDER AND HAD BEEN DOING SO EVER SINCE HIS FIRST COMPLAINT, AND THAT HE WAS MISTAKEN. Again [redacted] confirmed the control numbers with him on the phone, and again reiterated that the shirt was immediately tagged with an identification number as soon as it was taken out of [redacted]’s bag. [redacted] told [redacted] again that if he thinks the shirt isn’t his, he has to return it to us for examination, exactly as the process was before, and asked him what is the brand of the shirt he thinks he is missing, exactly as was done before. [redacted] became belligerent on the phone, refused to return the shirt and demanded he speak to “the owner”.

Despite the fact that an employee "personally handled" my order, and that they believe that I am "mistaken", and that "it was highly unlikely that an error had occurred", an error in fact did occur twice, as I was given shirts that did not belong to me, and have never received my property back.

The first episode was resolved as described by their response, but no attempt has been made by them to resolve the more recent episode.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

At this point in time, since it was not clear to [redacted], I will restate what needs to happen in order for me to give further consider to his concerns:

1. He must return to the store the shirt that does not belong to him, with it's original packaging and identification tags in place. The identification tag is a small colored tag that is stapled around the button hole of the each and every shirt that is processed at our store.

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Description: CLEANERS

Address: 149 Amsterdam Avenue, New York, New York, United States, 10023

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