Pilgrim Dry Cleaners, Inc.

Initial Business Response /* (1000, 5, 2015/08/26) */
To whom it may concern, I have called and discussed this issue with our customer ***She agrees to a check in the amount of $We have apologizedWe had given her a credit when a check is what she
preferred
Daphne
Supervisor
Pilgrim Drycleaners
8-26-
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Actually Daphne is incorrect, againThere was never a credit issuedProof of that was a dress I had dry cleaned after the shirt incident that I paid for with my credit cardThe only reason I used this cleaner again was because I truly thought Pilgrim Cleaners would take care of the shirt they damagedI will accept this offer, if we receive the check by 9-1-
I have been told before they are sending money and obviously that has not happenedI think that is very reasonable since they ruined my husbands shirt almost two months ago

I am rejecting this response because: I have been told on other occasions that the shirts are fine. I have seen the shirts multiple times when Pilgrim said they removed the stain .The settlement was reached when it was determined Pilgrim damaged the shirts and could not remove the stainsI have numerous emails documenting the fact that Pilgrim agreed and would be sending a check I have no reason to believe that the 4th time is an different.-May 26th shirts went to Pilgrim for the first time.-June shirts returned with damage. Shirts went back to Pilgrim same day.-6-Shirts returned with stains and a note that they could not get them out without damaging the fabric. Claim filed 6-136-30 I was asked to return the shirts in order to receive compensation. 7-shirts came back with spots7-Chris called to say that the claim would be paid in the amount of $Pilgrim agreed that they were stained and they they were liable. As you can see, the shirts have been cleaned numerous timesEach time, I was assured they were ok. The shirts had no stains when they went to PilgrimThey came back damagedPilgrim made an attempt to remove the stains, but was unsuccessfulThey tried again, and I was told , "In my opinion, they are gone." This is not a matter of opinion. When I received them, the stain remainedIt feels as if Pilgrim is trying to get away with damaging my clothes. After fails, I am done playing this game where they say the shirts are ok, but Pilgrim again failed to remove the stains. I have a huge number of emails with Pilgrim documenting this back and forth for monthsI reject this response. I have seen the shirts multiple times when Pilgrim thought the stain was fineThe settlement was reached when it was determined Pilgrim damaged the shirts and could not remove the stainsI have numerous emails documenting the fact that Pilgrim agreed and would be sending a check -May 26th shirts went to Pilgrim for the first time.-June shirts returned with damage. Shirts went back to Pilgrim same day.-6-Shirts returned with stains and a note that they could not get them out without damaging the fabric. Claim filed 6-136-30 I was asked to return the shirts in order to receive compensation. 7-shirts came back with spots7-Chris called to say that the claim would be paid in the amount of $Pilgrim agreed that they were stained and they they were liable. As you can see, the shirts have been cleaned numerous timesEach time, I was assured they were ok. The shirts had no stains when they went to PilgrimThey came back damagedPilgrim made an attempt to remove the stains, but was unsuccessfulThey tried again, and I was told , "In my opinion, they are gone." This is not a matter of opinion. When I received them, the stain remainedIt feels as if Pilgrim is trying to get away with damaging my clothes. After fails, I am done playing this game where they say the shirts are ok, but Pilgrim again failed to remove the stains. I have a huge number of emails with Pilgrim documenting this back and forth for months.Melissa LovettI have seen the shirts multiple times when Pilgrim thought the stain was fineThe settlement was reached when it was determined Pilgrim damaged the shirts and could not remove the stainsI have numerous emails documenting the fact that Pilgrim agreed and would be sending a check -May 26th shirts went to Pilgrim for the first time.-June shirts returned with damage. Shirts went back to Pilgrim same day.-6-Shirts returned with stains and a note that they could not get them out without damaging the fabric. Claim filed 6-136-30 I was asked to return the shirts in order to receive compensation. 7-shirts came back with spots7-Chris called to say that the claim would be paid in the amount of $Pilgrim agreed that they were stained and they they were liable. As you can see, the shirts have been cleaned numerous timesEach time, I was assured they were ok. The shirts had no stains when they went to PilgrimThey came back damagedPilgrim made an attempt to remove the stains, but was unsuccessfulThey tried again, and I was told , "In my opinion, they are gone." This is not a matter of opinion. When I received them, the stain remainedIt feels as if Pilgrim is trying to get away with damaging my clothes. After fails, I am done playing this game where they say the shirts are ok, but Pilgrim again failed to remove the stains. I have a huge number of emails with Pilgrim documenting this back and forth for months.Melissa LovettI have seen the shirts multiple times when Pilgrim thought the stain was fineThe settlement was reached when it was determined Pilgrim damaged the shirts and could not remove the stainsI have numerous emails documenting the fact that Pilgrim agreed and would be sending a check -May 26th shirts went to Pilgrim for the first time.-June shirts returned with damage. Shirts went back to Pilgrim same day.-6-Shirts returned with stains and a note that they could not get them out without damaging the fabric. Claim filed 6-136-30 I was asked to return the shirts in order to receive compensation. 7-shirts came back with spots7-Chris called to say that the claim would be paid in the amount of $Pilgrim agreed that they were stained and they they were liable. As you can see, the shirts have been cleaned numerous timesEach time, I was assured they were ok. The shirts had no stains when they went to PilgrimThey came back damagedPilgrim made an attempt to remove the stains, but was unsuccessfulThey tried again, and I was told , "In my opinion, they are gone." This is not a matter of opinion. When I received them, the stain remainedIt feels as if Pilgrim is trying to get away with damaging my clothes. After fails, I am done playing this game where they say the shirts are ok, but Pilgrim again failed to remove the stains. I have a huge number of emails with Pilgrim documenting this back and forth for months.Melissa LovettI have seen the shirts multiple times when Pilgrim thought the stain was fineThe settlement was reached when it was determined Pilgrim damaged the shirts and could not remove the stainsI have numerous emails documenting the fact that Pilgrim agreed and would be sending a check -May 26th shirts went to Pilgrim for the first time.-June shirts returned with damage. Shirts went back to Pilgrim same day.-6-Shirts returned with stains and a note that they could not get them out without damaging the fabric. Claim filed 6-136-30 I was asked to return the shirts in order to receive compensation. 7-shirts came back with spots7-Chris called to say that the claim would be paid in the amount of $Pilgrim agreed that they were stained and they they were liable. As you can see, the shirts have been cleaned numerous timesEach time, I was assured they were ok. The shirts had no stains when they went to PilgrimThey came back damagedPilgrim made an attempt to remove the stains, but was unsuccessfulThey tried again, and I was told , "In my opinion, they are gone." This is not a matter of opinion. When I received them, the stain remainedIt feels as if Pilgrim is trying to get away with damaging my clothes. After fails, I am done playing this game where they say the shirts are ok, but Pilgrim again failed to remove the stains. I have a huge number of emails with Pilgrim documenting this back and forth for months.Melissa Lovett

Initial Business Response /* (1000, 5, 2015/12/15) */
I had left a voicemail for Mr. [redacted] on October 5th, asking if we could put in a $45 store credit or if he preferred a cash reimbursement for the lost shirt and hadn't heard back from him on the decision, until now. I have left him a voicemail...

with my apologies and let him know that I will turn in the claim for $45 and he should receive a check within a weeks time. I will also put in some store credit for his trouble.

Final Consumer Response /* (2000, 6, 2016/01/26) */
Pilgrim Cleaners has satisfied my needs, please cancel the complaint against them.

Initial Business Response /* (1000, 5, 2016/02/17) */
The day after we delivered the order, we acknowledged that there was one pair of laides' dress pants missing (gray Limited). When we were unable to locate them we gave her a claim form to fill out so we could issue her a check. We received the...

claim form back from her in December when we had given it to her in October. On the claim form, they added a second pair of pants of her husbands and claimed they were $599. (The most expensive two piece suit in his suit brand is $249 at the location he claimed to have purchased them several years ago). Pilgrim has several emails from the wife confirming that they are only missing her pair of gray ladies' Limited brand pants. Four months after the original order was delivered to them was the first time we heard about him missing his pants. Our item tracking system shows they were delivered and picked up, and the wife also confirmed it was only her pants that were missing. Additionally our company policy says any claims regarding lost or damaged items must be made within 30 days. Because the husband began threatening the company saying he would report us to the Revdex.com and tell everyone in his company to never use the service again, we decided to end the debate with the customer and just pay them the requested $450. A check has been issued and sent to their home address for the full $450.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the fact that they are willing to accept responsibility and take care of their mistake. I would like to address the inaccuracies to their statement. The acknowledgement of the lost pair of pants was made by a voicemail Derek left on 10/21/2015 at 10:45 AM. In the voicemail which I attached to this claim, he states these were the Pronto Uomo Pants. It was a few days later that Pearl had a verbal conversation with Jim via phone regarding a second pair of pants being lost, which we were able to confirm when we arrived at home. We confirmed these were Pearl's pants. At this point we were told that we would be contacted when a claim form was dropped off at the Company Store. Pearl received notification via text message from the route driver Jim (attached) on 11-17 that the form was available. I picked up the form however soon lost the form and requested another one. In the meantime I was attempting to get proof of purchase of my suit. Since the pants were part of a complete suit, I was expecting value of the suit which they confirmed they would provide via a phone conversation with Pearl. With the holiday we were very busy and forgot to follow up with Pilgrim since we had not heard back. On 1/26 Pearl followed up with Pilgrim at which time Derek got involved and we went back and forth regarding the value. At NO time did I threaten them. I told Derek, "At this point, I have no other choice than to submit a complaint with my corporate office as well as with the Revdex.com" (email thread attached). I never once threatened to tell anyone in my company what had happened besides submitting a complaint with our manager that handles amenities on campus. As for the value of the pants, I was able to confirm on at least two different websites the price of the suit with other consumers. We were asking for about 51% of the full price paid of the entire suit, since it was unusable. The first time we have heard that they will be paying the request is reading the response to this complaint. At this point, once I receive the check I will be satisfied.
Attachments
- Screen shot of original voicemail from Derek on 10/21 confirming Pronto Uomo pants are lost.
- Both Txt and Outlook copy of the latest email trail with Derek regarding value, etc.
- Copy of text messages from Jim regarding the claim form delivery date.
Timeline
10-2 notified Pilgrim of missing pants
10-6 Jim contacted Pearl via phone to discuss a 2nd pair of pants being missing
11-17 - notified a claim form was available at Company Store
12-1 - notified Jim we lost form, requested another
1-26-16 - follow up asking where claim was

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. The information from Lisa wasn’t quite the content of the discussion held earlier.  I do accept their apology and the...

offer of a refund.  I appreciate the assistance of the Revdex.com in obtaining a resolution to this problem.

Hello [redacted] and [redacted],   I am following up on the Revdex.com complaint number [redacted].  I have the Armani and Hugo Boss shirts on my door and they are stain free.  I called [redacted] last week and left a voicemail letting her know that I can meet her at our North Oaks store, or I...

could hand deliver them to her house at her convenience so we can verify in person that the stains did in fact come out.  The agreed upon settlement that [redacted] is referring to was in the event that we were unable to remove the stains.  Since we removed the stains, there is no need to issue a check.  We need to deliver the shirts in person because we do not see where the customer believes there is a stain.  I can be reached on my Cell:###-###-#### or on my email: [redacted] to arrange for me to drop off your two shirts in person to confirm that there are no stains remaining on your garments.  I look forward to hearing from you as it has been over a week since this same information was left on [redacted]'s voicemail at ###-###-#### which is the number that she provided to us.   Thank you,   Derek [redacted] VP, Director of Route Services Pilgrim Dry Cleaners, Inc. Cell: ###-###-#### Email: [redacted]