REGENCY CLEANERS

Complaint # [redacted] did bring pieces for dry cleaning, according to her she claims that we ruined threeof her pieces Here Is our explanations to what happened The black and white blazar had a tag Instructed the operator to dry clean the garment only It is exactly what the dry cleaners did, the black bled and turned to a silver color Each garment has a code number attached to the garmentI looked It up on the manacfutures web siteand found out that the garment was manufactured In Bangladesh, unfortunately all dyes used in thesecountries are vegetable based and thus tend to bleed, I explained it to the client and instructed her totake it back to the store with a letter from the cleaners and she should be able to get her money back, Ialso advised her not to buy the same garment again as It will bleed again The blue pants did have a blue dry transfer on it which most properly game from the 1st jacket that bled,I did take the stain out and returned it in satisfactory condition to the customer The third was a pair of plaid pants that had color loss in the crotch ,she claimed that it was not therebefore, I asked her if she had a stain there prior to bringing It in for cleaning ,she said no it did not have astain .The only way that could happen at the cleaners was lfthere was a stain and we tried to get it outand may have pulled the color, since It came with no stain and we had no reason to spot It ,It seems thatthe stain was already there, It looked like a bleach stain and dry cleaners do not ever use bleach, it alsocould be an old blood stain [redacted] is saying that I hung up on her, that is absolutely true, I was explaining to her that many timesclothes made in third world countries are mislabeled that If she takes it back to the store they willrefund her money ,to this ash replied "I am not interested In your bt,"l felt that lines ofcommunication have been broken and any further discussion would lead to an argument ,so I hung upon her I also offered to send the garments to an Independent Lab In Washington DC at my expense, and havethe problem analyzed, If WFI states that we are responsible for the damage than I would buy her a newjacket, she refused the service and wanted her money refunded for the cleaning I did refund her money for the cleaning, had she talked nicely and produced her receipt I would havebeen happy tcqake the jacket to the store and had her money refunded back

Initial Business Response / [redacted] (1000, 10, 2015/10/12) */ On 7-27-Customer dropped off a bag with their cleaning in itThe customer had an order to pick up that had been there since 5-11-it was laundered shirts which the customer did not pick up at this timeWe detailed the order that was dropped off in the bag and there were laundered men dress shirts and pantOn 8-1-all the orders were picked up including the order that had been left there for 1/monthOn 8-17-the customer came in to drop off an order and stated to the Customer Service Repthat she thinks that she is missing some shirtsThe CSR checked but there was nothing left at the store and she filled out a customer inquiry, the customer said that she was also going to double check at home since they had been on vacationThe CSR told the Manager the next morning and the Manager doubled check to make sure there was nothing left at the store to pick up and waited to hear back from the customer to see if they found them at homeOn 8-21-the Customer came in to pick up her order that she dropped off on 8-17-(Friday) and said that she is missing of her TopsThe CSR relayed the message to the ManagerThe Manager doubled checked everything again and also did an inventory and ran an Activity Log which is a description of anything that comes in the store and goes outOn 8-25-(Tuesday) after doing all her research the Manager called the customer and explained that we do not have any record of her tops and that she received everything that she dropped off on 7-27-the Manager went into detail about the research she did and explained our procedure and that we count all the items and that we require our customers to double check when they pick upThe Manager asked why she did not say anything when her order was picked up she said that her husband picked up and that we were closed on the weekend the Manager told her that she could have called and left a message (we have hour phone messaging service) instead of waiting 1/weeks before contacting usShe said that she knows it was in the bag because that her closet is color coded and she is missing themThe Manager told her that maybe the customer made a mistake or took them to another cleaners because they usually just bring in her husband's clothes and that they will leave the clothes here for a long time (customer has been in timesin the entire year, dropped order on 10-06-14, laundered shirts dry cleaning picked up months later 5-11-dropped off 2-2-did not pick up 10-6-order and also picked this order on 5-11-after we had to contact them to come and pick upOn 5-11-they also dropped off laundered shirt and did not pick those up until 8-1-15) The customer still insisted that we pay her for her shirts even though there was no record of it, the Manager told her that she would have to speak to the Regional ManagerAfter speaking with the Regional Manager the Store Manager left messages for the customer to contact her, the customer and the Manager spoke on 9-8-the customer was told that we would not pay for the itemsThe customer then wanted to speak to the Regional Manager and called the Office on 9-11-(Friday) and left a message for the Regional ManagerThe Regional Manager returned the customer call on 9-15-15(Tuesday) the Regional Manager explained to the customer the same as the Store Manager had and that we could not pay for her items the customer was upset and hung up the phone without finishing the conversation ***Previous correspondence was sent to the wrong address.***

Initial Business Response / [redacted] (1000, 5, 2016/05/03) */ Mr [redacted] brought the shirt in on Friday 4-15-and came to pick up the same dayWe had an issue with one of his shirts that we were trying to get a stain out that a malfunction with our equipment had causedHe came back on Monday 4-18-to get his shirt and the Manager [redacted] told him what happened and that she could not get the stain outThe Manager told him that we would reimburse him for his shirt and gave him a claim for to fill outMr [redacted] stated on the claim form that he paid $for the shirt and that he purchased it on 4-1-I received the claim form on 4-21-and because it was not indicated on the claim form where it was purchased and it did not have a receipt attached we verify the value of the item as it states on the claim form that the Customer signs and authorize us to verifyDoing my research I found different price for that shirt Men's Warehouse for $99.99, [redacted] A [redacted] for and on overstock.com for $We contacted the customer on 4-22-and ask for the receipt of the shirt to further verify that he paid $for itMr [redacted] brought in the receipt on 4-25-and on the receipt it states that he paid $for the shirtWe sent a check for $to the store 5-2-for the customer to pick upWhen Mr [redacted] came in he was very unhappy that his check was only $Since I was there I spoke with him and explained that we reimbursed him what he paid for the shirt and that I cannot pay him $when that is not what he paidI also explained that during the research I found the shirt significantly cheaper and under the fair claim guide we would only have to pay him fair replacement value of $but that we wanted to reimbursed him what he paid for the shirt since it was our fault and I wanted to make him wholeHe said that he went and bought the shirt and that he had to pay $to replace it and I again explained that I could only pay him what the value of the shirt was and also on his receipt he did not pay $because that price was marked down even moreThe purchase was tie and shirts totaling $and the amount paid was with tax $because of other promotionsI checked with Men's Warehouse on 5-2-and they are selling the shirt for $and 50% off the next shirt and other promotionsAt this point I feel we have gone above and beyond to do right by the customer since this was our fault but settling a claim is about making you whole not winning the lottery Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Contrary to the Ms [redacted] sarcastic response, this former customer is not trying to win the lotteryInstead, I was trying to leave the store with the shirt I entrusted to themShe fails to understand my point: I cannot replace one shirt for the price I paid due to the sale, and so I was forced to pay full retail priceThis was her company's fault, not minePeriodAs I told her, she could keep her money, go out and find the exact same shirt for the price she claimed to find the Internet, clean it, and provide it to meThis would have saved her moneyShe refused, stated "she was done" and sent me on my wayHer character is clear to me, it was never about the money, I am still out $35, and I do not need any further interaction with herI only hope her actions reflect poorly on her Better Buisness Rating, as I still feel her choice of action and tone with a customer were unacceptable Final Business Response / [redacted] (4000, 9, 2016/05/06) */ As a business we have tried everything within reason to resolve this issueYes it was totally our fault for the stain on the shirt that the malfunction with the equipment causedThe Manager talked to the customer within the next business day when it was apparent that we could not remove the stain and had the customer fill out the claim formWhen Mr [redacted] came in to pick up his check and I (also my name is [redacted] not Robles it was correct in the original complaint) spoke with him, Mr [redacted] did not say we could buy him a new shirt for the lesser price but he instead stated that he had just bought a new replacement shirt earlier that day which he also stated to the Revdex.com in his first responseMr [redacted] said that he had to pay full price and they were not running a sale anymore which is also untrue because I verified with the Men's Warehouse that same day that they were still running specialsMr [redacted] did say he did not want the check for $but that he wanted a check for $when I told him that we could not pay him more for the shirt that is when he took the check and he then tried to bully me with threats of the Revdex.com and his lawyerWe were more than fair with Mr [redacted] I did not even get into telling him that he technically only paid about $for the shirt after all discountsAt this point in time I do not believe that we could salvage the business relationship with all the incorrect statement and the inaccurate information that Mr [redacted] has made on the claim form and in person which I do have the paperwork to proveI believe it is best to sever ties

Hem was out We offered to fix it at no charge Consumer said I need this PROFANITY right now The husband was embarrassed The consumer continued to use profanity Those things happen I don't know when the hem came out She could have brought it in that way But she wanted it fixed right now The lady who does the alterations was not in right then We advised the consumer to bring it back and we will fix it for you

Revdex.com:At this time, I have not been contacted by Regency Cleaners regarding complaint ID [redacted] .Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the business has provided is incorrect They check the garments when they are dropped offHad the hem been damaged it would have been identified at that timeThe dress was not dropped off damaged as alleged There was no profanity on my partAlso my husband was not presentHe was at home so I'm unsure how he would be embarrassed The employee indicated I would need to speak to the manager about repairs as she couldn't guarantee when or if they would be done I am restating my request for a full refund, plus reimbursement for the cost of having another business complete the necessary repairs Sincerely, [redacted]

We are new ownership just 10-days ago Sorry about that

Hi, I went to this dry cleaners to wash my ***After I picked up my *** I found out my coat's fur was totally broken badly! I believe it was made when they cleaned my coatI have called them, they told me it happened sometimesHowever, they did not tell me this problem will happen in advanceIf they told me in advance I would never asked them to wash my coatThey suggested me to ship to *** Factory to fix itI did what they told me and paid the shipping fee myselfNow, I'm asking them to return my cleansing cost or my shipping cost, but they refusedThey have a very bad attitude, and try to cover the truthI felt like I'm be deceived!!!

Initial Business Response /* (1000, 10, 2015/10/12) */
On 7-27-15 Customer dropped off a bag with their cleaning in it. The customer had an order to pick up that had been there since 5-11-15 it was 3 laundered shirts which the customer did not pick up at this time. We detailed the order that was...

dropped off in the bag and there were 2 laundered men dress shirts and 1 pant. On 8-1-15 all the orders were picked up including the order that had been left there for 2 1/2 month. On 8-17-15 the customer came in to drop off an order and stated to the Customer Service Rep. that she thinks that she is missing some shirts. The CSR checked but there was nothing left at the store and she filled out a customer inquiry, the customer said that she was also going to double check at home since they had been on vacation. The CSR told the Manager the next morning and the Manager doubled check to make sure there was nothing left at the store to pick up and waited to hear back from the customer to see if they found them at home. On 8-21-15 the Customer came in to pick up her order that she dropped off on 8-17-15 (Friday) and said that she is missing 2 of her Tops. The CSR relayed the message to the Manager. The Manager doubled checked everything again and also did an inventory and ran an Activity Log which is a description of anything that comes in the store and goes out. On 8-25-15 (Tuesday) after doing all her research the Manager called the customer and explained that we do not have any record of her 2 tops and that she received everything that she dropped off on 7-27-15 the Manager went into detail about the research she did and explained our procedure and that we count all the items and that we require our customers to double check when they pick up. The Manager asked why she did not say anything when her order was picked up she said that her husband picked up and that we were closed on the weekend the Manager told her that she could have called and left a message (we have 24 hour phone messaging service) instead of waiting 2 1/2 weeks before contacting us. She said that she knows it was in the bag because that her closet is color coded and she is missing them. The Manager told her that maybe the customer made a mistake or took them to another cleaners because they usually just bring in her husband's clothes and that they will leave the clothes here for a long time (customer has been in 5 times. in the entire 1 year, dropped order on 10-06-14, 12 laundered shirts 6 dry cleaning picked up 7 months later 5-11-15. dropped off 2-2-15 did not pick up 10-6-15 order and also picked this order on 5-11-15 after we had to contact them to come and pick up. On 5-11-15 they also dropped off 3 laundered shirt and did not pick those up until 8-1-15) The customer still insisted that we pay her for her shirts even though there was no record of it, the Manager told her that she would have to speak to the Regional Manager. After speaking with the Regional Manager the Store Manager left messages for the customer to contact her, the customer and the Manager spoke on 9-8-15 the customer was told that we would not pay for the items. The customer then wanted to speak to the Regional Manager and called the Office on 9-11-05 (Friday) and left a message for the Regional Manager. The Regional Manager returned the customer call on 9-15-15(Tuesday) the Regional Manager explained to the customer the same as the Store Manager had and that we could not pay for her items the customer was upset and hung up the phone without finishing the conversation.
[redacted]Previous correspondence was sent to the wrong address.[redacted]

Complaint: [redacted]I am rejecting this response because: the business has provided is incorrect.
1.  They check the garments when they are dropped off. Had the hem been damaged it would have been identified at that time. The dress was not dropped off damaged as alleged.
2. There was no profanity on my part. Also my husband was not present. He was at home so I'm unsure how he would be embarrassed.
3. The employee indicated I would need to speak to the manager about repairs as she couldn't guarantee when or if they would be done. 
 
I am restating my request for a full refund, plus reimbursement for the cost of having another business complete the necessary repairs.
Sincerely,[redacted]

Hem was out.  We offered to fix it at no charge.  Consumer said I need this PROFANITY right now.  The husband was embarrassed.  The consumer continued to use profanity.  Those things happen.  I don't know when the hem came out.  She could have brought it in that...

way.  But she wanted it fixed right now.  The lady who does the alterations was not in right then.  We advised the consumer to bring it back and we will fix it for you.

Complaint #[redacted]
[redacted] did bring 12 pieces for dry cleaning, according to her she claims that we ruined threeof her pieces.
Here Is our explanations to what happened
The black and white blazar had a tag Instructed the operator to dry clean the garment only
It is exactly what the...

dry cleaners did, the black bled and turned to a silver color
Each garment has a code number attached to the garment. I looked It up on the manacfutures web siteand found out that the garment was manufactured In Bangladesh, unfortunately all dyes used in thesecountries are vegetable based and thus tend to bleed, I explained it to the client and instructed her totake it back to the store with a letter from the cleaners and she should be able to get her money back, Ialso advised her not to buy the same garment again as It will bleed again.
The blue pants did have a blue dry transfer on it which most properly game from the 1st jacket that bled,I did take the stain out and returned it in satisfactory condition to the customer.
The third was a pair of plaid pants that had color loss in the crotch ,she claimed that it was not therebefore, I asked her if she had a stain there prior to bringing It in for cleaning ,she said no it did not have astain .The only way that could happen at the cleaners was lfthere was a stain and we tried to get it outand may have pulled the color, since It came with no stain and we had no reason to spot It ,It seems thatthe stain was already there, It looked like a bleach stain and dry cleaners do not ever use bleach, it alsocould be an old blood stain.
[redacted] is saying that I hung up on her, that is absolutely true, I was explaining to her that many timesclothes made in third world countries are mislabeled that If she takes it back to the store they willrefund her money ,to this ash replied "I am not interested In your bt,"l felt that lines ofcommunication have been broken and any further discussion would lead to an argument ,so I hung upon her.
I also offered to send the garments to an Independent Lab In Washington DC at my expense, and havethe problem analyzed, If WFI states that we are responsible for the damage than I would buy her a newjacket, she refused the service and wanted her money refunded for the cleaning.
I did refund her money for the cleaning, had she talked nicely and produced her receipt I would havebeen happy tcqake the jacket to the store and had her money refunded back.

Revdex.com:At this time, I have not been contacted by Regency Cleaners regarding complaint ID [redacted].Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/05/03) */
Mr. [redacted] brought the shirt in on Friday 4-15-16 and came to pick up the same day. We had an issue with one of his shirts that we were trying to get a stain out that a malfunction with our equipment had caused. He came back on Monday 4-18-16 to...

get his shirt and the Manager [redacted] told him what happened and that she could not get the stain out. The Manager told him that we would reimburse him for his shirt and gave him a claim for to fill out. Mr. [redacted] stated on the claim form that he paid $99.99 for the shirt and that he purchased it on 4-1-16. I received the claim form on 4-21-16 and because it was not indicated on the claim form where it was purchased and it did not have a receipt attached we verify the value of the item as it states on the claim form that the Customer signs and authorize us to verify. Doing my research I found different price for that shirt Men's Warehouse 2 for $99.99, [redacted] A [redacted] 2 for 89.99 and on overstock.com for $24.95. We contacted the customer on 4-22-16 and ask for the receipt of the shirt to further verify that he paid $99.99 for it. Mr. [redacted] brought in the receipt on 4-25-16 and on the receipt it states that he paid $66.00 for the shirt. We sent a check for $66.00 to the store 5-2-16 for the customer to pick up. When Mr. [redacted] came in he was very unhappy that his check was only $66.00. Since I was there I spoke with him and explained that we reimbursed him what he paid for the shirt and that I cannot pay him $99.99 when that is not what he paid. I also explained that during the research I found the shirt significantly cheaper and under the fair claim guide we would only have to pay him fair replacement value of $24.95 but that we wanted to reimbursed him what he paid for the shirt since it was our fault and I wanted to make him whole. He said that he went and bought the shirt and that he had to pay $99.99 to replace it and I again explained that I could only pay him what the value of the shirt was and also on his receipt he did not pay $66.00 because that price was marked down even more. The purchase was 3 tie and 3 shirts totaling $464.47 and the amount paid was with tax $178.56 because of other promotions. I checked with Men's Warehouse on 5-2-16 and they are selling the shirt for $99.00 and 50% off the next shirt and other promotions. At this point I feel we have gone above and beyond to do right by the customer since this was our fault but settling a claim is about making you whole not winning the lottery.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Contrary to the Ms. [redacted] sarcastic response, this former customer is not trying to win the lottery. Instead, I was trying to leave the store with the shirt I entrusted to them. She fails to understand my point: I cannot replace one shirt for the price I paid due to the sale, and so I was forced to pay full retail price. This was her company's fault, not mine. Period. As I told her, she could keep her money, go out and find the exact same shirt for the price she claimed to find the Internet, clean it, and provide it to me. This would have saved her money. She refused, stated "she was done" and sent me on my way. Her character is clear to me, it was never about the money, I am still out $35, and I do not need any further interaction with her. I only hope her actions reflect poorly on her Better Buisness Rating, as I still feel her choice of action and tone with a customer were unacceptable.
Final Business Response /* (4000, 9, 2016/05/06) */
As a business we have tried everything within reason to resolve this issue. Yes it was totally our fault for the stain on the shirt that the malfunction with the equipment caused. The Manager talked to the customer within the next business day when it was apparent that we could not remove the stain and had the customer fill out the claim form. When Mr. [redacted] came in to pick up his check and I (also my name is [redacted] not Robles it was correct in the original complaint) spoke with him, Mr. [redacted] did not say we could buy him a new shirt for the lesser price but he instead stated that he had just bought a new replacement shirt earlier that day which he also stated to the Revdex.com in his first response. Mr. [redacted] said that he had to pay full price and they were not running a sale anymore which is also untrue because I verified with the Men's Warehouse that same day that they were still running specials. Mr. [redacted] did say he did not want the check for $66.00 but that he wanted a check for $99.99 when I told him that we could not pay him more for the shirt that is when he took the check and he then tried to bully me with threats of the Revdex.com and his lawyer. We were more than fair with Mr. [redacted] I did not even get into telling him that he technically only paid about $30.00 for the shirt after all discounts. At this point in time I do not believe that we could salvage the business relationship with all the incorrect statement and the inaccurate information that Mr. [redacted] has made on the claim form and in person which I do have the paperwork to prove. I believe it is best to sever ties.

Review: A blazer from Zara was brought to the dry clearness to be dry cleaned. When I brought it in the male employee looked at it and said it was okay to dry clean. I later received two calls from them telling me my blazer was ruined because they proceeded to dry clean it. The male employee blamed me and said I cut out the dry clean tags and would not give me a refund. The have horrible customer service and basically made me pay for the mistake. The blazer is new from Zara and they would not give me the money for a new blazer.Desired Settlement: I would like to be refunded back to my credit card for the service; not a store credit. I would also like money for a new blazer.

Consumer

Response:

At this time, I have not been contacted by Regency Cleaners regarding complaint ID [redacted].Sincerely,[redacted]