Pat's Lee Cleaners

Hello, My name is ***, and I am not the owner (I never said I was.) I am the manager she spoke to at the timeI never told her I would fix the trim at all, I just told her, on the phone when she initially called, to bring the coat back so we can look at it before I can say anything about itSo
I looked at the coat the following day, and nothing is ruined on the coat except that the faux-leather trimming began to crackI read the label again, and very clearly the label states "professional dry clean only"That's itIt says nothing about the trim, so we, as drycleaners, have to trust the manufacturer's label in regards to cleaning the entire garmentWe purely followed the care instructionsWe are under no obligation to refund money charged for the services we provide if the customer is unsatisfied with the outcome, since the outcome depends on: the materials/the quality of materials the manufacturer originally used on the garment, the age of the garment (which claimant revealed it was purchased at a thrift store), the treatment of garments during previous washes and cleaning of garment unknown to us, and in this case, the care instructions provided by the manufacturerIn the store, two clerks read the label and said the label reads it may be drycleaned, which is all we didWe did not spot treat it with any chemicalsWe purely dry cleaned it one time, then hand pressed it as usualI began telling this to the claimant on the phone and she became disrepsectful, cut me off, and would not hold a conversation with meI tried to explain that she may take it back to the store she bought it from, or to call the manufacturer for a refund or replacement, as their label did not say anything about the trimming or the fur. Furthermore, on the back of every customer invoice they recieve, it states we are not responsible for buckles, beads, sequins, TRIMMING, etcI even tried to explain how she may be able to treat the trim at home with some oil or other garment-safe product to moisturize the cracked trim and help maintain it, but as I was trying to help her she hung up on me. Again, we did what the label describedWe are not responsible for refunding money for a service we provide if said service's outcome if tainted by manufacturer faults, age, and other factorsThe coat is in perfect condition to be worn with the exception of a 1/4" trimming on cuffs, hood, and one line down the frontIt is in no way "ruined", just a little cracking on the trim. As a mom and pop store we do try our best to satisfy our customers, and we are not too prideful to refund money when we are at faultWe do not believe we are at faultI took some photos of the coat when she dropped it off, as well as the dry cleaning label we used as instructions, if she has any questions, we will be happy to point out the label to her again. I suggest she contacts the manufacturer, as their label was obviously wrong in regards to the trim. Manager of Pats Lee Drycleaning, ***

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 filed a complain this month and was unable to respond to it since it is the holidays and I see that it was dropped by the Revdex.com this company that is PAT's Cleaner's is acting like they are a pour mom and pop company, so the lady *** I spoke to did portray herself as the owner of the business and she did not tell me to put oil on the coats trim when I called her, her pictures do not do the coat justice I will take pictures and show you more of the coat sleeves it's so crackly and hard, My complaint with this company is I specifically asked the clerk that works there ; if they could clean the coat I specifically asked them about the trim, The dry cleaners are suppose to be the expert on cleaning your garments not me when I worked I was an expert at my job and there was also another older gentleman in the business that chimed in and say sure we can clean the coat; if you thought you could not clean it you never should have, I should have received a phone call, the fact that I got the coat from *** *** which is a higher end resale store has nothing to do with the fact that the coat was damaged beware of this company I guess on the back of their receipts they hold themselves responsible for nothing they told me to contact the manufacture really what a way to treat your senior citizens, I plan on telling everyone about my horrible experience, I already told friends that go there about there horrible service.
I want my money back for the coat and the $they charged me.
Regards,*** ***

I have received the claimant's responseIn regards to what I said previously, I again repeat myself thoroughlyNo, I never implied we are a "pour (poor) mom and pop store" I just said a mom and pop store, meaning we are not a franchise, meaning we are local to our community.Ms*** claims I never recommended using oil, etcWe had a good minute conversation of me trying to explain that all we did was follow the label and explaining the two clerks at the drop off store would never say "yes we guarantee it will perfect"I just explained that they read the label and told her their opinion (which was the right opinion in according to label instructions)We are not supposed to be manufacturer guru's. We do not know by simple waving of the hand if a garment is drycleanableThat's what a label is forWe are not supposed to "be experts" when it comes to how a manufacturer makes an itemYes, we are experts on cleaning garmentsWhich is what we didWe cleaned it.Ms*** wouldn't have heard me recommend using oil because she was too busy yelling at meShe kept repeating to me "I'm on a fixed income! It's ruined! I want dollars or or a new coat!" As I was trying to tell her suggestions and explain myself, she kept cutting me off and specifically as I was telling her to use oil, she abruptly cut me off and said "why are we still talking! Are you going to give me money or not! If you're not going to help me then why are we still talking!?" I replied "I AM trying to help you but you're not listening to me.." And she said "I'm calling the Revdex.com" and hung upMs***'s anger wouldn't allow her to hold a conversation.I am not going to continue to repeat myself all over againI'm not sure what else to say.Had Ms*** gone to another drycleaners she would have had the same resultIf I can remember correctly, I believe she told the clerks at the time of drop off that other drycleaners said they wouldn't clean it due to the furShe came to us after being turned down at other storesShe never mentioned the vinyl trim, and that is why the second clerk read the label in the first placeFor the FUR trimThat was her concernThe fur came out fine, as the clerks said it wouldSo if we had not washed it, her coat would be unwearable now anyways since no one but us would even tryPeople like Ms*** is what made the previous drycleaners turn her down in the first placeEveryone expects their garments to come out perfectAnd everyone blames the drycleaners, not the store, the manufacturer, their treatment or lack thereof of garments, etcAnd because of this, the next elderly lady on a fixed income who has been turned down at other places and comes to us for help because can't get her only coat cleaned, will be turned down by us as well from now on