Mulberrys Garment Care

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ Ms [redacted] had a jacket cleaned at Mulberrys, and returned it saying that the white stripes had faded to a dull gray and that the black button had become grayWhen she returned the jacket to Mulberrys, we began assessing it to determine what had gone wrong and what we could doAfter fabric testing, we found that dry cleaning as specified on the garment's care label had resulted in the loss of brightness on the white stripesThe loss of color in the button was caused by the loss of a paint coating that was not manufactured in a way that was safe for dry cleaning, despite the lack of indication on the garment's care labelMulberrys attempted to restore the brightness of the garment but was unable to do soIn cases where a garment sustains damage despite being cleaned in accordance with its care instructions, it is Mulberrys policy to help the customer to seek redress from the manufacturer, which we did in this case as their labeling did not provide the customer with accurate instructions for safe handling of the jacketWe called Ms [redacted] to explain the situation, and returned the garment with a signed letter explaining the situation and asking the manufacturer to provide her with restitutionGiven that this damage is not the result of an error made by Mulberrys during cleaning, but is the result of faulty labeling by the manufacturer, it is company policy to assist the customer in seeking a refund from the manufacturer, who provided her with inaccurate instructions that rendered the garment unsafe for cleaningMulberrys is committed to helping Ms [redacted] seek redress from the manufacturer for this error in any way that we can, and we have communicated this process to her Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not believe that I should be asked to go through this process and having to negotiate with a manufacturer regarding a garment that could have been treated differently by Mulberry'sGiven their experience with a wide array of fabrics as well as decorative elements, it would seem that they could have protected the unique button and also used chemicals that would treat the fabric appropriately Moreover, it seems that - given that I have already had to purchase the same garment again (because of an occasion to which I need to wear the garment) - I cannot wait for the back and forth that will be required to wrangle with the manufacturer to seek a resolution I have left the invoice from my purchase and continue to request a refund of $from Mulberry's to cover the cost of my repurchase for the garment so that I can attend the event and wear the replacement garment as planned Final Business Response / [redacted] (4000, 9, 2015/06/04) */ Mulberrys works to make sure that every garment is treated with the best possible care, and to do so, we rely on the garment's care label for accurate safe handling instructionsWhile Mulberrys takes great care to treat each fabric according to industry standards, we are not able to determine whether a garment's care label and fabric composition information is accurate just by looking at the garmentIn this case, the label was inaccurate and Mulberrys had no way to know that cleaning according to the stated instructions was not safe for the garmentThe manufacturer of this jacket is liable for that mistake, and we have repeatedly offered our assistance to Ms [redacted] in seeking compensation from the manufacturerMulberrys policy is to assist in this process, but not to provide compensation on behalf of the manufacturer who made the errorMulberrys is happy to assist Ms [redacted] in seeking compensation at any point

In June 2017, I placed a pair of white slacks in a Mulberry bag, for pickup, cleaning and delivery in the package delivery room of my condo building The slacks were never returned to me I telephoned the company or perhaps even times, speaking to Jake [redacted] Initially he said that he would "look for them" and call me back After 2-weeks, I called again This time he claimed that his records indicated the slacks had been delivered I wondered whether they had been retrieved mistakenly by another customer in the building and he said that he would contact all of them Independently, I emailed all of my neighbors Several replied, telling me that they did not have my slacks and also commenting that they had not heard from Mr [redacted] Later, another neighbor emailed to say that her husband had found a pair of white slacks in his delivery and that he had returned them with a note to the package delivery room Calling Mr [redacted] , he told me, after "checking,"

Mr [redacted] called in to Mulberrys saying that his delivery was missing one shirt on Thursday, April 14th We have checked our intake records from the time the order was picked up on April 13th, as well as our camera records, and there is no record of a shirt coming in with the order I spoke with Mr [redacted] this morning to inform him that the shirt was not in the laundry bag picked up by Mulberrys, but that we would conduct a full search to see if there is any chance that it could be in our facilities We are conducting the search currently and will make sure that we search every possible location and find the shirt if it did come in to Mulberrys

There was no damage to this garment resulting from Mulberrys cleaning process, but we are willing to pay the claim to resolve it We have reached out to the Ms [redacted] to resolve the claim and are waiting to hear back

I would rather give stars if I couldWorst experience EVER!!!!!!!!!!! It was the first one and it would be the LAST oneBrought my fur coat to ask whether they will be able to clean the yellowish from the white minkWas told that they will need to send to specialistBut at the same time I told them - I don't need you to clean the coat unless you can get rid of yellowish colorOn the agreement I wrote down - Call before cleaning!!!!!!!!I told and explain to the woman there what I needDo you know what she wrote in the computer as a note??? Call customer IF there is any problem with the cleaning due to fur has a yellowingI didn't say that!!!!!!!!!!!!!!!!!!!!!!!! Unfortunately I saw it already when I was taking the coat back and she printed the receiptShould I tell you that nobody ever called????????? I got the email that it's doneI'm sorryThe coat looked as if they took it, let it hang there for weeks and just returned it to meThat's itI said I asked to call before cleaning and nobody didThe woman said - do you want me to call the specialistI said - perfect, do it right now!!!!!! She said - I can't do thatIt's not how it worksI can call them and leave a message and then they will callI left the coat for another weekShould I tell you that NOBODY CALLED BACK????? I should call every day, nobody caredThe only thing I heard - Specialist didn't call us back

Purchased pants for $295+$tax in Oct +$to shorten themHad them initially dry cleaned at Hallmark Cleaners in Edina with no issueDec 6, dropped pants at their SLP locationPicked up on Dec (pre-spot tag attached, didn’t ask for that)Dec tried on & noticed the fabric was offThey were 2x the size: 3” too long and waist is 1” too bigStopped at SLP that day & said I just want Mulberrys to do the right thingAssociate’s suggestion was to alter the pants, I said a new pair will need to be createdHe finally flagged the manager, Jeff McAlpin (MN Director of Stores) Jeff was apologetic, said this happens on occasion & once he heard they had been dry cleaned at another place, incident-free, said he’d take care of it & reimburse meI emailed him my pant receipt, he gave me his card & kept the damaged pantsJan emailed Jeff for a statusHe briefly responded, I called himHad the same conversation & he said they’d send me a c

In June 2017, I placed a pair of white slacks in a Mulberry bag, for pickup, cleaning and delivery in the package delivery room of my condo building The slacks were never returned to me I telephoned the company or perhaps even times, speaking to Jake *** Initially he said that he would "look for them" and call me back After 2-weeks, I called again This time he claimed that his records indicated the slacks had been delivered I wondered whether they had been retrieved mistakenly by another customer in the building and he said that he would contact all of them Independently, I emailed all of my neighbors Several replied, telling me that they did not have my slacks and also commenting that they had not heard from Mr*** Later, another neighbor emailed to say that her husband had found a pair of white slacks in his delivery and that he had returned them with a note to the package delivery room Calling Mr***, he told me, after "checking,"

I dropped off two pairs of pants for dry cleaning in Mulberrys after hours secure drop box attached to their store in late August The pants had been cleaned there before and had Mulberrys' own ID stickers attached inside the waistband Mulberrys lost both pairs pants, made me wait weeks while they searched multiple facilities looking for them, and initially offered up either a store credit or a check so I could replace them They made this offer over the phone the week of October 8th-12th I told them I wanted a check to replace the pants I called back today to see if a check had been written and mailed, and was now told that because there is no record of me dropping them off, they can only offer store credit I really just want to replace the pants and am very frustrated at not only the outcome but the process I have been a customer of Mulberrys for several years I was often put on hold when I called to check on the status and at one time waited over ten minutes, hung up a

The stores are great and they do wonderful job cleaning your clothes

Sent garment in to be dry cleanedI notified where there was one stain on the garment located on the right wrist at the bottom of the sleeveI also stated I wasn't sure the stain would be able to be removedThe woman noted the stain and said they'd take a lookThe garment returned with stain removed, but left and right sleeve damaged in stain removal processDamage resulted in frayed material on both sleevesEmployer said it looked like they scrubbed garment too hardGarment returned to be fixed and reviewed by customer service employeeSpoke to this person who said alterations department would repair and I would get refunded the $for cleaningOnce returned for the second time, the garment was still damagedSpoke with customer service rep again who said that it was repairedI told him it looked the same and was not repairedI requested reimbursement for my damaged item and he said they could only give me a credit to Mulberry's storeI said that I wasn't interested in a c

I had articles of clothing (pants, sweater, shirt) which needed dry cleaning I put the clothing into the bag which Mulberry's provides and had the bag picked up for cleaning When the bag was returned, the shirt was missing
I called Mulberry's to let them know that the shirt was missing and provided a description (Banana Republic shirt- light blue with navy, white, orange checkered pattern)
I received a call the next day stating that the shirt was never in the bag and that Mulberry's received only articles of clothing, not (and no shirt)
I called Mulberry's to complain and let them know that I either wanted my shirt to be found or I would need to be reimbursed for the cost of the shirt Mulberry's let me know that because they never picked up the shirt there was nothing they could do

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms*** reported these two items damaged in May, and we had attempted to follow up to resolve the issueWe have repeatedly attempted to return the customer's calls in recent weeks, but have not been able to connect with the customer by the
number provided (although we have left voicemails)Mulberrys is happy to provide restitution for these damaged items, and as soon as we are able to speak with Ms*** will can process this claim
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would be more than happy to speak with Mulberry's to resolve this issueHowever, my phone records show that there have been zero incoming calls from Mulberrys (and therefore no voicemails left), so I am surprised to hear that Mulberrys claims to have left voicemails for meEach time I have called and left a message with a Mulberry's customer service representative, the person has repeated back to me the phone number on record in my account where I would like to be contacted, which is correctOne potential area of confusion may be that my area code is 512, while a common Minneapolis area code is However, the phone number linked to my account is clearly the phone number
As I stated in my initial complaint, I have been trying to resolve this issue since May and have always tried to speak with a managing representative at MulberrysI only sought the Revdex.com's assistance because I never received a response from Mulberrys on my ownI have checked my phone records going back to May 2015, and I have documentation of every phone call I made to Mulberrys and its durationI also have evidence that Mulberrys has never attempted to call my phone number on file with my store accountI am receptive to resolving this issue amicably with Mulberrys as long as they actually contact me at the correct phone number
Final Consumer Response /* (3000, 20, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly there is problem with the outbound phone call from Mulberrys to my phone numberIs the voicemail prompt where Mulberrys is leaving messages automated or personalized? Since I seem to have no difficulty reaching Mulberrys when I call their number (612-886-2348), I am willing to schedule a time and date where I call the store and speak to the appropriate person in order to resolve this issueIf this is amendable to Mulberrys, please suggest a few days/times this week
Final Business Response /* (4000, 22, 2015/08/18) */
Mulberrys would be happy to settle this matter at an appointed timeI am available at (651) *** on weekdays before about 3:00, and by email at [email protected] have attempted to leave another voicemail message today, and the greeting was a personal rather than automatedPlease call or email at your convenience and we can get this matter resolved as soon as possible
Thank you

Mulberrys has spoken with Ms*** regarding this complaint and offered to
assume the responsibility to pay her full claim in the form of a check as requested Ms*** asked that Mulberrys accede to the claim that damage to the sweater was caused by Mulberrys' process While we respect Ms***' opinion, we do maintain that there was no damage caused by an error on Mulberrys part, as we had treated the sweater in accordance with its care label instructions We are happy to provide a check for the full value of the sweater at any time if that will be sufficient to resolve this claim

I went to get my zipper fixed at this locationThey took a monthJust to let me know they couldn’t fix the coatThey also broke off a part of it that, now its hard to get fix by another placeThey also promised to fix the coat for free but the didn’t fix itThey threw it in a coat bag and had us think that it was fixed

I dropped off a brand new silk blouse for dry cleaning, along with other itemsAfter picking up my order on April 25, I discovered the blouse was missing and called Customer Service to report itI spoke with Jake who said he would look for it and get back to meAfter hearing nothing for a few days, I called again and the customer service rep said they would continue to look and get back to meAfter again hearing nothing for a few weeks, I went in person to the Minneapolis store to complain which resulted in a voice mail from Jake saying they were still lookingOn June 13, I wrote to request reimbursement of $and included a purchase receipt for that amountIn response, Jake replied that the blouse did not get checked into their systemBecause they did not have record that I dropped off the blouse, they refused to reimburse meI assured him that I did drop off the blouse since it was the one item I needed cleaned to wear to a meeting; the other items in my order were all of

Mulberrys had delivered a pair of pants under Ms***'s account to the package deliver room at her building as stated. When she contacted us to inform us that she could not locate them in the delivery room, we began a search through our records, and began contacting other clients in the
building, as did Ms***. Another resident had mistakenly taken the pants with his order and stated that he returned them to the deliver room as noted by Ms***. We have confirmed with him that they were delivered there. While we are happy to do what we can to help locate this item, we have confirmed that it has been delivered to the correct address as confirmed, and there is very little that we can do to locate it from that point on. Mulberrys does not take liability for items after we have delivered them to their correct destination

I am rejecting this response because: Mulberry's refuses to take responsibility for damaging my garment Mulberry's continues to claim they did not damage my garment, which is not trueTheir own employee saw the damages and acknowledged these damages from the cleaning process

Initial Business Response /* (1000, 5, 2015/06/03) */
Ms. [redacted] had a jacket cleaned at Mulberrys, and returned it saying that the white stripes had faded to a dull gray and that the black button had become gray. When she returned the jacket to Mulberrys, we began assessing it to determine...

what had gone wrong and what we could do. After fabric testing, we found that normal dry cleaning as specified on the garment's care label had resulted in the loss of brightness on the white stripes. The loss of color in the button was caused by the loss of a paint coating that was not manufactured in a way that was safe for dry cleaning, despite the lack of indication on the garment's care label. Mulberrys attempted to restore the brightness of the garment but was unable to do so. In cases where a garment sustains damage despite being cleaned in accordance with its care instructions, it is Mulberrys policy to help the customer to seek redress from the manufacturer, which we did in this case as their labeling did not provide the customer with accurate instructions for safe handling of the jacket. We called Ms. [redacted] to explain the situation, and returned the garment with a signed letter explaining the situation and asking the manufacturer to provide her with restitution. Given that this damage is not the result of an error made by Mulberrys during cleaning, but is the result of faulty labeling by the manufacturer, it is company policy to assist the customer in seeking a refund from the manufacturer, who provided her with inaccurate instructions that rendered the garment unsafe for cleaning. Mulberrys is committed to helping Ms. [redacted] seek redress from the manufacturer for this error in any way that we can, and we have communicated this process to her.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe that I should be asked to go through this process and having to negotiate with a manufacturer regarding a garment that could have been treated differently by Mulberry's. Given their experience with a wide array of fabrics as well as decorative elements, it would seem that they could have protected the unique button and also used chemicals that would treat the fabric appropriately.
Moreover, it seems that - given that I have already had to purchase the same garment again (because of an occasion to which I need to wear the garment) - I cannot wait for the back and forth that will be required to wrangle with the manufacturer to seek a resolution.
I have left the invoice from my purchase and continue to request a refund of $138.95 from Mulberry's to cover the cost of my repurchase for the garment so that I can attend the event and wear the replacement garment as planned.
Final Business Response /* (4000, 9, 2015/06/04) */
Mulberrys works to make sure that every garment is treated with the best possible care, and to do so, we rely on the garment's care label for accurate safe handling instructions. While Mulberrys takes great care to treat each fabric according to industry standards, we are not able to determine whether a garment's care label and fabric composition information is accurate just by looking at the garment. In this case, the label was inaccurate and Mulberrys had no way to know that cleaning according to the stated instructions was not safe for the garment. The manufacturer of this jacket is liable for that mistake, and we have repeatedly offered our assistance to Ms. [redacted] in seeking compensation from the manufacturer. Mulberrys policy is to assist in this process, but not to provide compensation on behalf of the manufacturer who made the error. Mulberrys is happy to assist Ms. [redacted] in seeking compensation at any point.

There was no damage to this garment resulting from Mulberrys cleaning process, but we are willing to pay the claim to resolve it.  We have reached out to the Ms. [redacted] to resolve the claim and are waiting to hear back.

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.