Royal Majestic Dry Cleaners & Laundry

I am sorry that the customer has missed the point in the last responseNo allusion was made to her coat being a ragI am sorry if she took an off-hand, general comment, and applied it to her circumstanceNo harm was intendedShe obviously hears what she wishes to hear, and jumps to conclusions to escalate this issue furtherI offered to "make her whole" by buying the replacement buttons and sewing them on for her at no chargeShe rejected that offer out of hand This issue is clearly a manufacturer's or retailer's defect issue; and/or failure on their part to properly communicate care label information as required by the [redacted] Care Label lawThe recourse is back to the original manufacturer, retailer, or boutique Two files are listed below to help clarify this issue further, and put it to rest once and for allClick on them or paste them into a browser to read themThis issue has been clearly documented, researched, analyzed, and disseminated by the Dry Cleaning & Laundry Institute International Textile Analysis labThis is a recognized authority [redacted] Customers must take some responsibility for their own clothing choices as well"Universal garment care" is not a requirement or feature/benefit that dry cleaners should or must shoulder as an expectation or responsibility of the customer satisfaction equationThis garment was handled according to the care label, acceptable industry procedures, and was not mishandled in any negligent mannerCircumstances that are not forseeable cannot be automatically attributed to cleaner errorThat position has been supported repeatedly by the ***Emotional attachment or circumstances under which a garment is purchased have no bearing to this discussionI hope that this helps to put this issue to restHave a great day!

Complaint: [redacted] I am rejecting this response because: I chose Royal cleaners because I thought they would handle my coat with care and it was convenient for me to drop off at my employer's mail room for pick up serviceSeeing that they have recived the 'Super Service Award [redacted] through [redacted] listI could not imagine how this mishap came aboutThe owner has been very insesitive to the fact that I am customer who assumed a risk in choosing his cleanersHe also assumed the risk when he took the coat and attempted to clean itHe likend my coat to 'rags', when he said "you'd be surprised as to the rags people drop off here every day to be dry cleaned"I did not like that, he also said, "the detail (buttons) were 'shoddy workamanship'The bottom line is I sent my coat to Royal with buttons on and received it back with buttons "Chopped off' Sincerely, [redacted]

Here is the excerpts from two e-mails that I sent this lady yesterday: "Sorry that your experience was not satisfyingWe are a trusted, professional, and quality dry cleaner, which is why standard procedure is to inspect incoming garments, especially with leather or fur trim, to evaluate them for processing choices and safety.Yours is the first complaint that we have had from [redacted] in the time we have been a vendorI will try to help you with this issue.I have pulled the record of your invoice ( [redacted] ) and it indicates that one of the buttons was damaged, and one was missing upon intake It is unlikely that any of the buttons were "cut off" your coat without notification or permission from youOccasionally, “specialty” buttons on a [redacted] knit, for example, are removed for safety, then resewn after processing Leather buttons are often wrapped, but not cut offUnfortunately, we cannot accurately foresee every manufacturer’s defect, shortcut, or poor decoration choice as they design and/or assemble a garmentWe follow the [redacted] Care Label law exclusively, to protect and process your garment as safely as possible, given the visible cues and written instructions with which we are presentedUnfortunately, our guarantee is a satisfaction guarantee, not a money-back guaranteeThat assumes that you give us the opportunity to “make it right”! I felt that it was an equitable offer to purchase your chosen “replacement” buttons, and sew them on at no chargeI apologized in my first response to you; but you had not (taken) the opportunity to read it when we spoke Problem solving is a negotiation; and fair customer service is rooted in what is reasonable.Dry cleaners can only be responsible for what they know or see, given their skill and experienceThey cannot be responsible for what they don’t know or cannot seeThis piece was handled according to proper standards and procedures according to the care labelWith the inspection notes documented upon intake, it was returned in a “best possible” conditionMy apologies for someone not recognizing that something was “unusual” before delivery.You are welcome to send it back or bring it by; and we will ...sew on a new set of buttons.She refused and demanded the full cleaning price be refunded We are a quality oriented, reputable, Certified Green dry cleaner (of only in Chicago)with an [redacted] rating on [redacted] (the only one in Chicago) and winner of their Super Service Award for [redacted] You don't get to that level of acclaim by careless, negligent practices as is alleged in this story; that has changed a couple of times in subsequent renderings! First it was buttons affected; then it was buttons; next, they were cut off and returned without buttons; then we find they had become unglued in the processing without any corresponding care label directions or instructions to the contraryThe bottoms of these glued buttons were still on the coat; and looked like cork buttonsIn light of the original invoice of damaged and missing buttons being documented, the inspector passed it by as being received in less than pristine conditionI offered to re-glue the original button bask together; but cautioned that the same thing would happen the next time whomever would dry clean this item with these defective buttonsThat was not satisfactory eitherI have saved the pictures that she alleges are "before" and "after" pictures; I have saved the original buttons for further review and analysis with the textile laboratory at the Drycleaning & Laundry Institute International of which we are professional membersWe can go further with this, but a shoddy inappropriately labelled garment is just that; and something which we are not will ing to rectify beyond what has already been offeredThanks for your timeBest regards, [redacted] President [redacted] www.royal-delivers.com us why here

Complaint: [redacted] I am rejecting this response because:I chose Royal cleaners because I thought they would handle my coat with care and it was convenient for me to drop off at my employer's mail room for pick up service.Seeing that they have recived the 'Super Service Award [redacted] through [redacted] listI could not imagine how this mishap came aboutThe owner has been very insesitive to the fact that I am customer who assumed a risk in choosing his cleanersHe also assumed the risk when he took the coat and attempted to clean itHe likend my coat to 'rags', when he said "you'd be surprised as to the rags people drop off here every day to be dry cleaned"I did not like that, he also said, "the detail (buttons) were 'shoddy workamanship'The bottom line is I sent my coat to Royal with buttons on and received it back with buttons "Chopped off' Sincerely, [redacted]

I am sorry that the customer has missed the point in the last response. No allusion was made to her coat being a rag. I am sorry if she took an off-hand, general comment, and applied it to her circumstance. No harm was intended. She obviously hears what she wishes to hear, and jumps to conclusions to escalate this issue further. I offered to "make her whole" by buying the replacement buttons and sewing them on for her at no charge. She rejected that offer out of hand. This issue is clearly a manufacturer's or retailer's defect issue; and/or failure on their part to properly communicate care label information as required by the [redacted] Care Label law. The recourse is back to the original manufacturer, retailer, or boutique. Two files are listed below to help clarify this issue further, and put it to rest once and for all. Click on them or paste them into a browser to read them. This issue has been clearly documented, researched, analyzed, and disseminated by the Dry Cleaning & Laundry Institute International Textile Analysis lab. This is a recognized authority [redacted] Customers must take some responsibility for their own clothing choices as well. "Universal garment care" is not a requirement or feature/benefit that dry cleaners should or must shoulder as an expectation or responsibility of the customer satisfaction equation. This garment was handled according to the care label, acceptable industry procedures, and was not mishandled in any negligent manner. Circumstances that are not forseeable cannot be automatically attributed to cleaner error. That position has been supported repeatedly by the [redacted]. Emotional attachment or circumstances under which a garment is purchased have no bearing to this discussion.I hope that this helps to put this issue to rest. Have a great day!

Complaint: [redacted]
I am rejecting this response because:
I chose Royal cleaners because I thought they would handle my coat with care and it was convenient for me to drop off at my employer's mail room for pick up service.
Seeing that they have recived the 'Super Service Award [redacted] through [redacted] list. I could not imagine how this mishap came about. The owner has been very insesitive  to the fact that I am customer who assumed a risk in choosing his cleaners. He also assumed the risk when he took the coat and attempted to clean it. He likend my coat to 'rags', when he said "you'd be surprised as to the rags people drop off here every day to be dry cleaned". I did not like that, he also said, "the detail (buttons) were 'shoddy workamanship'. The bottom line is I sent my coat to Royal with buttons on and received it back with buttons "Chopped off'
 
Sincerely,
[redacted]

I am sorry that the customer has missed the point in the last response. No allusion was made to her coat being a rag. I am sorry if she took an off-hand, general comment, and applied it to her circumstance. No harm was intended. She obviously hears what she wishes to hear, and jumps to conclusions to escalate this issue further. I offered to "make her whole" by buying the replacement buttons and sewing them on for her at no charge. She rejected that offer out of hand.
This issue is clearly a manufacturer's or retailer's defect issue; and/or failure on their part to properly communicate care label information as required by the [redacted] Care Label law. The recourse is back to the original manufacturer, retailer, or boutique.
Two files are listed below to help clarify this issue further, and put it to rest once and for all. Click on them or paste them into a browser to read them. This issue has been clearly documented, researched, analyzed, and disseminated by the Dry Cleaning & Laundry Institute International Textile Analysis lab. This is a recognized authority 
[redacted] 
Customers must take some responsibility for their own clothing choices as well. "Universal garment care" is not a requirement or feature/benefit that dry cleaners should or must shoulder as an expectation or responsibility of the customer satisfaction equation. This garment was handled according to the care label, acceptable industry procedures, and was not mishandled in any negligent manner. Circumstances that are not forseeable cannot be automatically attributed to cleaner error. That position has been supported repeatedly by the [redacted]. Emotional attachment or circumstances under which a garment is purchased have no bearing to this discussion.
I hope that this helps to put this issue to rest. Have a great day!

Here is the excerpts from two e-mails that I sent this lady yesterday:"Sorry that your experience was not satisfying. We are a trusted, professional, and quality dry cleaner, which is why  standard procedure is to inspect incoming garments, especially with leather or fur trim, to evaluate...

them for processing choices and safety.Yours is the
first complaint that we have had from [redacted] in the time we have
been a vendor. I will try to help you with this issue.I have pulled the record of your invoice ([redacted]) and it
indicates that one of the buttons was damaged, and one was missing upon intake.
It is unlikely that  any of the buttons were "cut off" your coat without
notification or permission from you. Occasionally, “specialty” buttons on a [redacted] knit, for example, are removed for safety, then resewn after processing.
Leather buttons are often wrapped, but not cut off. Unfortunately, we cannot accurately foresee every manufacturer’s
defect, shortcut, or poor decoration choice as they design and/or assemble a
garment. We follow the [redacted] Care Label law exclusively, to protect and process
your garment as safely as possible, given the visible cues and written
instructions with which we are presented. Unfortunately, our guarantee is a satisfaction guarantee, not a
money-back guarantee. That assumes that you give us the opportunity to “make it
right”! I felt that it was an equitable offer to purchase your chosen
“replacement” buttons, and sew them on at no charge. I apologized in my first
response to you; but you had not (taken) the opportunity to read it when we spoke.
Problem solving is a negotiation; and fair customer service is rooted in what
is reasonable.Dry cleaners can only be responsible for what they know or see,
given their skill and experience. They cannot be responsible for what they
don’t know or cannot see. This piece was handled according to proper standards
and procedures according to the care label. With the inspection notes documented
upon intake, it was returned in a “best possible” condition. My apologies for
someone not recognizing that something was “unusual” before delivery.You are welcome to send it back or bring it by; and we will ...sew on a new set of buttons.She refused and demanded the full cleaning price be refunded. We are a quality oriented, reputable, Certified Green dry cleaner (1 of only 3 in Chicago). with an [redacted] rating on [redacted] (the only one in Chicago) and winner of their Super Service Award for [redacted] You don't get to that level of acclaim by careless, negligent practices as is alleged in this story; that has changed a couple of times in subsequent renderings! First it was 4 buttons affected; then it was 5 buttons; next, they were cut off and returned without buttons; then we find they had become unglued in the processing without any corresponding care label directions or instructions to the contrary. The bottoms of these glued buttons were still on the coat; and looked like cork buttons. In light of the original invoice of damaged and missing buttons being documented, the inspector passed it by as being received in less than pristine condition. I offered to re-glue the original button bask together; but cautioned that the same thing would happen the next time whomever would dry clean this item with these defective buttons. That was not satisfactory either.I have saved the pictures that she alleges are "before" and "after" pictures; I have saved the original buttons for further review and analysis with the textile laboratory at the Drycleaning & Laundry Institute International of which we are professional members. We can go further with this, but a shoddy inappropriately labelled garment is just that; and something which we are not will ing to rectify beyond what has already been offered. Thanks for your time.Best regards,[redacted]President[redacted] [redacted]www.royal-delivers.com us why here...

Complaint: [redacted]
I am rejecting this response because:I chose Royal cleaners because I thought they would handle my coat with care and it was convenient for me to drop off at my employer's mail room for pick up service.Seeing that they have recived the 'Super Service Award [redacted] through [redacted] list. I could not imagine how this mishap came about. The owner has been very insesitive  to the fact that I am customer who assumed a risk in choosing his cleaners. He also assumed the risk when he took the coat and attempted to clean it. He likend my coat to 'rags', when he said "you'd be surprised as to the rags people drop off here every day to be dry cleaned". I did not like that, he also said, "the detail (buttons) were 'shoddy workamanship'. The bottom line is I sent my coat to Royal with buttons on and received it back with buttons "Chopped off' 
Sincerely,
[redacted]

Here is the excerpts from two e-mails that I sent this lady yesterday:
"Sorry that your experience was not satisfying. We are a trusted, professional, and quality dry cleaner, which is why  standard procedure is to inspect incoming...

garments, especially with leather or fur trim, to evaluate them for processing choices and safety.Yours is the
first complaint that we have had from [redacted] in the time we have
been a vendor. I will try to help you with this issue.I have pulled the record of your invoice ([redacted]) and it
indicates that one of the buttons was damaged, and one was missing upon intake.
It is unlikely that  any of the buttons were "cut off" your coat without
notification or permission from you. Occasionally, “specialty” buttons on a [redacted] knit, for example, are removed for safety, then resewn after processing.
Leather buttons are often wrapped, but not cut off. Unfortunately, we cannot accurately foresee every manufacturer’s
defect, shortcut, or poor decoration choice as they design and/or assemble a
garment. We follow the [redacted] Care Label law exclusively, to protect and process
your garment as safely as possible, given the visible cues and written
instructions with which we are presented. Unfortunately, our guarantee is a satisfaction guarantee, not a
money-back guarantee. That assumes that you give us the opportunity to “make it
right”! I felt that it was an equitable offer to purchase your chosen
“replacement” buttons, and sew them on at no charge. I apologized in my first
response to you; but you had not (taken) the opportunity to read it when we spoke.
Problem solving is a negotiation; and fair customer service is rooted in what
is reasonable.Dry cleaners can only be responsible for what they know or see,
given their skill and experience. They cannot be responsible for what they
don’t know or cannot see. This piece was handled according to proper standards
and procedures according to the care label. With the inspection notes documented
upon intake, it was returned in a “best possible” condition. My apologies for
someone not recognizing that something was “unusual” before delivery.You are welcome to send it back or bring it by; and we will ...sew on a new set of buttons.She refused and demanded the full cleaning price be refunded.
We are a quality oriented, reputable, Certified Green dry cleaner (1 of only 3 in Chicago). with an [redacted] rating on [redacted] (the only one in Chicago) and winner of their Super Service Award for [redacted] You don't get to that level of acclaim by careless, negligent practices as is alleged in this story; that has changed a couple of times in subsequent renderings! First it was 4 buttons affected; then it was 5 buttons; next, they were cut off and returned without buttons; then we find they had become unglued in the processing without any corresponding care label directions or instructions to the contrary. The bottoms of these glued buttons were still on the coat; and looked like cork buttons. In light of the original invoice of damaged and missing buttons being documented, the inspector passed it by as being received in less than pristine condition. I offered to re-glue the original button bask together; but cautioned that the same thing would happen the next time whomever would dry clean this item with these defective buttons. That was not satisfactory either.
I have saved the pictures that she alleges are "before" and "after" pictures; I have saved the original buttons for further review and analysis with the textile laboratory at the Drycleaning & Laundry Institute International of which we are professional members. We can go further with this, but a shoddy inappropriately labelled garment is just that; and something which we are not will ing to rectify beyond what has already been offered. Thanks for your time.
Best regards,[redacted]President[redacted] [redacted]www.royal-delivers.com us why here...