Rick's Cleaners

I am again sorry for the outcome of this situation and understand your frustration. The disclosure was requested if you were to have chosen a repair to state that 1) You are electing to have it repaired, 2) You are receiving financial compensation for the gown in addition to the repair, 3) You are receiving full cleaning reimbursement cost, and 4) If that choice it accepted that this incident would be closed. It is not out of the ordinary to have some sort of protection if that option was to have been carried out to protect one from any further requests. It also was not mandatory that you take that route. We were simply trying to offer a solution. We are also more than happy to write you a check for the amount listed in our previous response. If you feel that smalls claims court is necessary we respect your decision and hope that this can be resolved amicably. Respectfully, [redacted]

I understand [redacted]'s concerns and his position. From the initial conversation we agreed to have the item sent back with the receipt of the dry cleaning order to the store. If [redacted] wanted to send back the original receipt as well, that was fine, but again the initial phone conversation referenced was not us refusing to accept the customer's demands but rather first receiving the item in our office before agreeing one way or another. Company policy on any discrepancy is posted clearly in our store (I have attached a picture of the sign file [not including price]) and is as follows:"Any claims and adjustments must be made within 48 hours of pick up and must be accompanied by an original invoice."The original invoice (#[redacted]) containing the shirt and bow tie was picked up 2/25/15 at 3:59pm. It was first returned to the store on 3/10/15 at 12:09pm which is well after the allotted time. We will not issue reimbursement of the bow tie, but are still more than happy to have the clasp replaced if [redacted] chooses to do so.

After initially hearing from [redacted] and [redacted]. [redacted] about the dress we did send it back to our outsourced company (located in Sugarland, TX) as [redacted] mentioned above. A repair was to be attempted with a clear nylon thread that from a normal viewpoint would not be recognizable....

However, if closely inspected [redacted] truthfully responded that yes, you would be able to find where the repair was made if you were looking for it. In addition to the repair we offered a $300 payment from the outsource company and a full cleaning reimbursement which would have amounted to [redacted] having her repaired dress back (which noted in her original complaint already had tears to begin with) in her possession as well as a check for $397.91 ($300 + $97.91 for cleaning). At this point it was recognized that there were also many other small holes in the tool of the dress which we documented with pictures prior to returning it to [redacted]. After they declined the repair, we then were willing to pay for the dress in accordance to the Fair Claims Guide for Textile** When we returned the dress to them we attached a letter in an enclosed envelope with the following information:Dear **. and [redacted],  I want to first apologize for the unfortunate outcome of yourdress. As requested, I have sent back the dress to you for pick up.  You have declined the option to repair thedress and receive a partial reimbursement. You have also forgone the optionprovided to receive $841.59. This amount would have covered the appropriatedepreciation for a wedding gown after one use according to the AmericanNational Standard Fair Claims Guide for Consumer Textile Products (provided bythe International Fabricare Institute), the full amount of sales tax paid forthe dress itself when purchased, and a full reimbursement of the priceoriginally paid at Rick’s Cleaners on 3810 Gattis School Road. The way in which a used wedding dress is valued by theNational Standard Fair Claims Guide is primarily dependent upon the fact thatthe garment is intended for one time use. Every textile product has a ‘life expectancy’according to its intended purpose, material content, and rate of change instyle or fashion.Section 6i of the guide is stated below: I. Wedding Gowns  A wedding gown is bought for a specific occasion and, unless altered toanother use, cannot be worn again except for another wedding.  It is within keeping with the philosophy ofthis Guide to regard such a garment as having substantially fulfilled itsintended purpose after the wedding.  Itsvalue is thereby reduced to not more than 50% of its replacement cost.  A new garment prior to the wedding is ratedat full value.Prior to sending your dress back we have taken numerousphotos to capture the state of the dress. The dress was received with a dirtybottom (as expected after normal use), a significant tear on the front of thelace hem line, and small holes in numerous other areas around the lace portionof the dress. The decorative floral pattern was also documented to show thelevel of construction of this dress. The threading in many of the areas seemsto be unraveling which is indicative of poor garment construction. We believe that the amount stated above accuratelyrepresents a fair value for the dress. The offer above is valid until February 13, 2015 if you do decide toaccept the $841.59. Thank you for your time, [redacted]_______________________________________________________________...⇄ proposed settlement was for $841.59. This amount would have covered the appropriatedepreciation for a wedding gown after one use according to the AmericanNational Standard Fair Claims Guide for Consumer Textile Products (provided bythe International Fabricare Institute), the full amount of sales tax paid forthe dress itself when purchased, and a full reimbursement of the priceoriginally paid at Rick’s Cleaners on 3810 Gattis School Road. We received copies of her original receipts from [redacted]. Some of the items she requested we also pay for is her veil (which was never seen by us), her original alterations prior to when she wore her dress for her wedding, and the expedited shipping she had originally paid for to receive her dress in time for her wedding (which happened some time before her wedding, and definitely before it was ever seen at Rick's Cleaners). We feel that given the condition of the dress and following the Fair Claims Guideline that the value offered was an appropriate compensation for a used, dirty wedding dress that was originally dropped off with tear, holes in the tool, stitching quality that was mediocre (documented in photographs), and a dress that had already fulfilled the standard one time use according to the American National Standard Fair Claims Guide for Consumer Textile Product** In addition the photos attached help display the stitching quality of the thread. Had the dress been repaired using clear thread, we believe that it would have been an appropriate fix given that the threading on the outside of the dress seems to be scattered to begin with. We do understand however the reasoning behind not wanting a repaired dress (even though if [redacted] wanted to wear it again or sell it it would need to be repaired on the front of the dress anyways [shown in photo with hand]) which is why we offered to pay her according to industry standard[redacted] refused the offer.Sincerely, [redacted]I am the [redacted] of Rick's Cleaners and have been working with our manager [redacted], our outsourced wedding dress company, and [redacted] throughout the entirety of this proces**

Complaint: [redacted] I am rejecting this response because: 1. The response from the company Rick's Cleaners and/or [redacted] all but confirms the issue with the bowtie regarding reimbursement or replacement Rick's Cleaners neglects to provide.Such as the following statements suggest:  "If ever an item is to be replaced, it is replaced at our discretion after we have examined the garment." and "It was originally said that this matter was time sensitive and that [redacted] needed the items back by the end of the week. The blue shirt was recleaned and looked great, and after seeing the bow tie we decided that we would not replace the item, but would be more than happy to repair it with a stronger clasp. When we called [redacted] there was no answer so we left a voicemail and took the bow tie to our alterations shop. The intention here was to get the item back to [redacted] so that it could be worn again for the event/gathering he wanted it for. The following day [redacted] called back and said that he would not accept a repair because it would void the original manufacturer’s warranty if the tie was ever to experience quality issues. The bow tie repair never happened and was picked up from our alteration shop and returned to our office."The company should have contacted me first to discuss any repair/alterations beforehand and not attempted and such actions of their own will. It was clearly stated from the beginning upon all of my contact to the company that I would not accept any alterations or repair to the item due to the warranty concerns and that it needed to be replaced with a new one or fully reimbursed for the cost of the item including its shipping hence why I included the receipts for the bowtie once I returned the items to the company. It was also previously stated how it was obvious from the beginning Rick's Cleaners was not interested in replacing the bowtie when they did not want me to provide the receipt for the bowtie at the beginning...because as they stated "Let's not worry about that now...just bring the items and the store receipt for the cleaning to the location I brought them too for the cleaning." Why not have me bring a copy of the receipt for the bowtie when I returned the items so they have it on hand? I should have waited and bring it at a later time and then wait even longer for the issue to be resolved from that point?It is clearly obvious at this point they never had any intention to replace/reimburse the bowtie...or truly listened to the customer (me)...and did not have the respect to consult with me first before going forward with anything. Leaving a voicemail stating what you did or were doing still was not talking with me directly first beforehand...and suggests lack of respect for the customer and that you did not listen to me and my wishes.The bowtie is my property to decide what and or will be done...and you should not have attempted to do ANYTHING without having talked to me directly.2. The statements below constitute lack of principle, dishonesty and deceit contrary to [redacted]'s statement previously regarding company principle and reflects on [redacted] in whole as well as reflects upon his company."Our repair would not compromise the quality of his bow tie and the same color thread would be used on the inside of the bow tie for the repair." <-- This afore mentioned statement from [redacted] along with the following statement below were said to me in conjunction previously and reflect dishonesty and deceit:"No one else would know the difference or that the bowtie will have been repaired or altered in any way...well...you would know of course and the bowtie would have a better clasp as well!" I then pointed out and stated the following: "And you would." I also stated that this constitutes fraud as it would have been altered regardless and I would not attempt to be dishonest or lie to the manufacturer or anyone for that matter as he suggested. [redacted] then later asked me about the manufacturer and if I or he would be able to send the item to them for repair/replacement and I promptly said "No!" because he was trying to shift his own responsibility to replace/reimburse the item...and that it was Rick's Cleaners responsibility and they would not replace something clearly physically damaged and or altered or changed...merely things like material or quality issues, or issues of a defective nature such as loose or improper stitching. I must also point out [redacted] also stated his awareness of the process that damaged the bowtie in their cleaning process because it has happened before...which also helps to confirm responsibility for this issue...to which Rick's Cleaners is solely responsible for reimbursing me for my bowtie.The point here is very clear...Rick's Cleaners is attempting to be deceitful and dishonest and weasel out of reimbursing/replacing the bowtie. I would think it also clear it is due to the reimbursement/replacement being more costly to them...even though as [redacted] stated "I believe replacing the existing thin clasp with a more durable one would be a very fair option considering the actual purpose of a clasp. This is not an issue of whether or not we are able to meet the demand for the replacement cost, but rather one of principle that follows company policy."I need to state the following as well: Rick's Cleaners has already performed a repair on the clasp...again...WITHOUT my consent...too which the metal was already bent and now bent back effectively making the clasp even more unstable and compromised due to its loss of its integrity...even after he said he would be sending the items back to the store/location for pickup.I wish it to be known this item was purchased originally for my wedding and was chosen because of its exact make and model...this includes the clasp it was manufactured with. Although it may be your opinion the clasp is thin and could be replaced with a better/stronger one, it is my tie after all and my opinion that is relevant here just as it was never your decision to make or anyone else's for that matter because I am the customer.In regards to customer satisfaction, I expect my wishes and opinion to be respected and adhered too without any further delay.I expect Rick's Cleaners to provide me FULL reimbursement of the bow tie of its exact make/model from the place of purchase and its expedited shipping as was filed in the claim here at Revdex.com. Note: I have attached a copy of the original purchase receipt for the bow tie...as was provided previously to Rick's Cleaners. I have also included pictures of the damaged bow tie with the Rick's Cleaners tag still attached which is contrary to the pictures attached by Rick's Cleaners that reflect their current repair that occurred without my consent and too which the bow tie was supposed to have been stopped from repair and returned to the store location as he said he did.  Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:Ricks Cleaners is refusing to take responsibility for damaging my wedding gown to an irreparable state while in their possession. [redacted] is now stating that the dress tore itself during the washing process. This logic is absurd and unprofessional; the tear is in the opposite direction from where the hook could have potentially caught on the dress and in no way is it possible for the washing process to create enough force to rip applique in half. The fact that Ricks Cleaners is now trying to dream up ways in which the dress could have ripped itself, shows that they are scrambling for ways to not accept full responsibility for causing irreparable damage to my wedding gown. The way in which we have been treated is disgusting, shameful, and unethical. This issue is one that should not take 4 months to resolve.I would like to find a resolution that is fair to both parties before our court date. Unfortunately, Ricks Cleaners only cares about their undocumented, "Fair Claims Guide" policy rather than their reputation with paying customers and coming to an agreement that their customers feel satisfied with. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1. When Rick's Cleaners was contacted about the concerns/damaged item(s), I was unaware of their policy regarding disputes other than being aware they require the tags that are usually attached to the items after servicing be returned along with the store receipt of said services be included with any dispute (mentioned at a previous visit when asked about their policy regarding concerns/disputes). However, even after Rick's Cleaners was informed I was contacting them at my first opportunity upon discovery of the concerns/damaged item(s) because the items stayed in/on their respective hangers inside the plastic coverings until they would be needed because the items would stay neat/clean/protected...and that the shirt...not properly cleaned by Rick's Cleaners prior...had been worn after the discovery since I did not have any alternative at that point...and that I expected the shirt be re-cleaned and the bow tie replaced or reimbursed for and NOT repaired...Rick's Cleaners accepted the items as disputes and did not express/explain any issue or concerns regarding said policy regarding disputes to which should have been done so then. However, Rick's Cleaners is now referencing their policy regarding disputes...after the fact...and during this Revdex.com complaint...convenient. 2. Rick's Cleaners was and is both dishonest and disrespectful towards me as a customer. They did NOT respect my instructions to NOT repair or to NOT attempt to repair my bow tie...and did so anyways...AND without discussing it with me before hand. The only attempt made by Rick's Cleaners to contact me regarding said repairs was a voicemail made AFTER they sent it for alterations/repair. It was later when I heard the voicemail and immediately contacted them to stop the repair as I had previously expressed, multiple times, and with several diffrent employees, no repairs should have been made or attempted...and especially without my consent, yet at Rick's Cleaners own initiative, they attmpted to repair the item...and later DID repair the item by bending the light/thin metal clasp/hook back after already having been severely bent. This action by Rick's Cleaners was not authorized by me and should not have been made and had further damaged the bow tie in which it can no longer be used without repair...which WILL void the manufacturer's warranty on the item of its manufacuring and/or materials should it be needed in the future to which they were advised of and told my reasoing why the item should not be repaired. The bow tie has sentimental value as it was part of and worn for my wedding...and was selected and purchased because of the materials used by the manufacturer as is and its make/model...not to be altered or changed in any way...except by the manufacturer. It is the customers decision to make or give consent if a repair should be made or contstituted...NOT at the discretion of Rick's Cleaners. [redacted] of Rick's Cleaners attempted to be deceitful/dishonest when he stated Rick's Cleaners could repair the bow tie but with a better/stonger clasp/hook in his opinion and that the same color thread could be used so no one would know...except me...suggesting deceit and dishonesty...which should never have been suggsted to a customer if you have any principles or are an honest business...and respectful of your customers. I must point out that this would be an attempt to commit fraud against the manufacturer and/or its warranty should it be needed because said repair voids the warranty because the bow tie will have been altered and putting the customer (me) into this position of dishonesty...again...this should not have been a consideration from a company regarding its care of customers or anyone for that matter with any principles or good judgment. 3. Rick's Cleaners repaired the bow tie against my knowledge and my instructions not to do so. Rick's Cleaners' unapproved repair of the bow tie will not hold and has damaged it further to the point that the clasp/hook will soon break after risk of continued use due to the integrity of the light/thin metal material used in the clasp/hook having been compromised...repeatedly. (Ex. When you bend thin metal such as a staple or paper clip or in this case a bow tie clasp/hook back and forth it will break apart at the bend or where it has been stressed and lost its integrity.) This action from Rick's Cleaners has again proved their lack of respect for their customers and lack of customer service by not listening to their customers. Final Notes:Rick's Cleaners was supposed to have sent both the re-cleaned shirt and unrepaired bow tie back to the location of drop off for pick-up when it was said they would not replace or reimburse me for the bow tie as stated by [redacted]; This was also after he was informed I contacted Revdex.com about this issue after he called to check my status after discussing this with my wife where he stated "customers usually have their items back at this point" and said he would send the items to the location they were dropped off at and they could be picked up there and that he was able to intercept the repair from being made so no repair or alterations were made at that point, however the bow tie had been repaired at some point by its being bent back...never stated to me or approved by me. All of these concerns and issues lead me to suggest Rick's Cleaners should be investigated and reviewed more thoroughly and be instructed in the meaning of customer service and what it means to be respectful and courteous to others. Rick's Cleaners should not be allowed to get away with their lack of respect for their customers (me) and their responsibility to reimburse/replace the item they damaged (twice) and have accepted responsibility for...and because repairing the item any further will alter the item in its entirety and void any warranties associated with said item. After all of the above and prior information provided in the Revdex.com complaint and to Rick's Cleaners, the only acceptable resolution of this issue is the full and immediate reimbursement for the replacement of the bow tie and most especially due to repairs having been made without customer consent...and to which said repairs have further damaged the item.  Regards,
[redacted]