Snow White Dry Cleaners

Initial Business Response / [redacted] (1000, 8, 2017/04/04) */ In regard to this complaint we would like to respond with our view of the issue.We followed the care label on the coat and the down filling clumped togetherThe coat was viewed by my staff and the customer was asked to leave her coat with us so that I could view it and determine how it could be fixedThe customer refused to leave her coat and instead showed up a second time with the coatThis time I spoke with her on the phone as I was not in that locationShe again stated she would not leave the coat and instead we set up a time to meet on the following dayThe customer did not show up for that meetingThe next thing I heard regarding this was when her boyfriend showed up with the coat and the staff woman called me and I spoke with him over the phoneHe said he was not authorized to leave the coat I told him the same thing I told her that we would take the coat and it and if the problem still occurred we could send it to a seamstress to open the seam and replace the down fillingI also mentioned to the customer's boyfriend that we have a policy of returning the customer times the cost of dry cleaning for damaged items and even though I was sure this was not our fault I would do this just to resolve the issueHe stated he could not make that decisionThat was the last I heard regarding this issue until last week when they contacted my boyfriend on [redacted] (who has no connection to the business)As for the yelling and slapping statement in this complaint I don't believe this happened at allThis was never once mentioned in my discussions with the customer or her boyfriendThe year old woman she is accusing of this has over years experience in this industry who has seen and heard it all and never once lost her temper on a customerWe offered a couple of solutions for this customer but unfortunately none seem to agree with her

Initial Business Response /* (1000, 8, 2017/04/04) */
In regard to this complaint we would like to respond with our view of the issue.We followed the care label on the coat and the down filling clumped together. The coat was viewed by my staff and the customer was asked to leave her coat with us so...

that I could view it and determine how it could be fixed. The customer refused to leave her coat and instead showed up a second time with the coat. This time I spoke with her on the phone as I was not in that location. She again stated she would not leave the coat and instead we set up a time to meet on the following day. The customer did not show up for that meeting. The next thing I heard regarding this was when her boyfriend showed up with the coat and the staff woman called me and I spoke with him over the phone. He said he was not authorized to leave the coat I told him the same thing I told her that we would take the coat and re-do it and if the problem still occurred we could send it to a seamstress to open the seam and replace the down filling. I also mentioned to the customer's boyfriend that we have a policy of returning the customer 8 times the cost of dry cleaning for damaged items and even though I was sure this was not our fault I would do this just to resolve the issue. He stated he could not make that decision. That was the last I heard regarding this issue until last week when they contacted my boyfriend on [redacted] (who has no connection to the business). As for the yelling and slapping statement in this complaint I don't believe this happened at all. This was never once mentioned in my discussions with the customer or her boyfriend. The 70 year old woman she is accusing of this has over 30 years experience in this industry who has seen and heard it all and never once lost her temper on a customer. We offered a couple of solutions for this customer but unfortunately none seem to agree with her.