Sparkle Cleaners

Rec'd a check for $on 3/2/ Chk # She rec'd her draperiesPat B***

Clothing carried to this location returned to the customer with spot that was not previously on the item of clothing.I carried a lab coat used for medical purposes to this facility on February [redacted] The clothing item was dropped off with no difficulty and spot free. This was a new lab jacket that I simply wanted cleaned and starched.there were no areas of concern on the jacket at the time of drop off. Normally this cleaner is a same-day service cleaner, but due to inclement weather, they informed me that it would not be ready until the next day.that was mutually agreed-upon, and I received a ticket for my order. I paid cash at the time for the service prior to leaving the area and wants receiving my ticket.my wife returned the next day due to me being unable to return during regular business hours, and she noticed an area of concern on the left lapel of the lab coat. She reports the area is cream in color and appears to be make up. They employees stated that they would be more than happy to reclean it, but they are unsure of what may havecaused the stain. They informed me that it was most likely there when I brought it in. I am 100% confident that the coach was clean due to it being newly bought and monogrammed as a gift.The individual at the counter? Wife over what it may be and told her that she may be able to get the stain out if my wife to tell her what the stain was.what's the employee did not seem to understand, was that we brought in a clean tote and expected it to be cleaned, starch, and pressed upon receipt.they reported that their machines were off at the time of pick up and that she would have to return to get the coat. As of February [redacted] she went back to the store to retrieve the coat, but the store had a closed sign in the window.I made a call today, February [redacted] to discuss my concerns with the owner. She reports that she has personally worked on the lab coat and states that she is unable to get the stain removed. I asked her if there was any documentation of there being a spot on the coat when I brought it in, and she said that there was not. I stated that I could provide her with a receipt for the monogramming and the coat, but she declined saying thatthat would not be of any benefit to her. She states that she will go against policy and return the $3.28 that I spent on the cleaning, but she refuses to pay for any additional cleaning cost from another location to remove the spot as well as replace the coat with monogramming if the stain is not removed.she reports that she is the manager, and will not disclose another phone number for the owner of the company. She reported that she is owned by Carlyar,but would not elaborate on who I might be able to speak with you get this issue resolved. She agrees that the service would not be sufficient for her, and continues to question the spot being there when the coat was originally brought in.I will retrieve the coat with the spot in tact and receive a $3.28 refund, but I feel that is owed to the customer, me,to replace the coat of equal kind and quality with the additional monogramming that was on the coat prior to them having it.The manager told me that she would not like to speak with me any longer because she was short staffed and did not want to be a disservice to her other customers. She would not disclose the owner of the company's contact information for me to discuss the issue. She basically told me that it was my problem.I would like to seek reimbursement for additional cleaning fees to attempt to remove the spot as well as if the spot is not removed after additional cleanings, I feel that I am owed the price of the coat as well as the monogramming.Desired SettlementI feel that I am owed additional cleaning cost to attempt to remove the spot. If the spot is unable to be removed, then I would seek after full reimbursement for the coat as well as monogramming that was included on the left shoulder of the jacket where the spot is.

My white suit was taken to sparkle cleaner on 18March 2014 with no stains.I returned on the 19March2014 my white coat have several stains.I entrusted Sparkle Cleaner with a white suit on the 18 March 2014. I return on the 19 March 2014 to pick up my items, the coat was ruin with several stains around the collar and down the side. I pointed it out to the clerk I was told they would clean it again.On the 20 March 2014 I return to pick up my suit It look the same as the day before with two additional stains I ask to see a manager once again they I was told to leave the suit. I return on the 22 March 2014 no change. I have only lived here four months and I'm not familiar with [redacted] ,so when I ask the manager for the name of the owner of this establishment she gave me a corporation that doesn'texist. She also gave me the phone number to the cleaner in which she work. Desired SettlementI purchase this suit form [redacted]Name: InvestmentsJacket open front. $ 59.00Skirt pencil panel $35.00I don't have my receipt because these item we're purchase in September 2013.

Review: I recently took my special needs son's coat to be repaired at the store on a Thursday. When I stood at the counter for a few minutes while the 2 attendants ignored me, I should have taken the warning and went elsewhere. I asked the 1st attendant at the register if the coats could be ready by Saturday. She said that I would have to prepay $17.50 each and that the coats would be ready by Saturday afternoon. The second attendant to the right showed me that the coat needed repaired under both arms on both coats. I thanked her for pointing it out and informed her that I would need the receipt because the school was going to reimburse me for the charges as they damaged the coat. The y charged me $17.50 for each coat. When I got home only 1 arm of 1 coat was repaired. I called them Monday morning and after some discussions, the same attendant from Thursday said that they would repair the coat free of charge because it was her mistake. When my husband took the coats in the same morning they had the audacity to basically call me a liar and that I only wanted the coats dry cleaned. I asked as did my husband, why would I pay you $35 to clean 2 childrens coats when I could and have been cleaning them at home since my special needs son has had the coat. I called the manager because I was EXTREMELY disappointed with the service that we had received. She was VERY RUDE and unprofessional and told me that I should know the codes on the receipt. My response to her was that I never worked at dry cleaners so how would I know the codes or any rates? The person at the register should know and do their job correctly. I told them that they should be ashamed of themselves and their actions and that I was going to post about my negative experience. She said do what you have to and hung up on me. Then I called back to the store asking if there was a district office and the attendant just referred me back to the manager that hung up on me. Talk about poor service. I will make sure that I let everyone know how rude and unprofessional they were and to take their business elsewhere. I was reimbursed $10 and would like a full refund as the service that was requested was repair and not dry cleaning.Desired Settlement: I would like them investigated and for the negative review to show in their review as this was a bad business practice and should have been rectified. I am truly under the impression that I was treated differently/unfairly than the customer behind me because of gender and/or race. Very disappointing in this day and age.

Review: I dropped off 8 dress shirts to Sparkle Cleaners to be dry cleaned in February 2014. At that time, I also paid for the service. I returned in March to pick up my shirts. The attendant told me my shirts were already picked up. I assured they were not. She insisted my wife must have picked it up. I assured her that was not the case. Since I didn't have my ticket, she asked that I return with it.

I returned in April with the ticket. The same attendant looked through the racks, but again told me the shirts were picked up by someone. I told her that wasn't the case. She insisted that the shirts were in my house. I assured they were not. When asked how this situation could be corrected, she said it wasn't her problem. When asked to talk to a manager or owner, she said she was the owner.

She was adamant about not offering recompense for my lost shirts. I was adamant about getting compensation for my shirts. Since she said she wasn't going to pay for shirts that we're picked up, I asked her to refund me the $11 I paid for the service. Eventually, she gave me my $11 and then threatened to call the police. When asked why, she said " oh, you'll see." At that point, I left the store.Desired Settlement: At average cost of $40 per shirt, I am seeking $320 as compensation for my 8 shirts.

Business

Response:

On February 15, 2014 @ 11:22am [redacted] dropped of 8 shirts for laundry(not dry cleaning) As stated in the complaint...He then came back on 3/6/14 and picked them up said he lost reciept. We have a computerized dry cleaning system here that keeps a record of all customers from telephone # name, address and complete history of all transactions. He came back on April 5th and was unusually loud and used foul language with me stating some one could have walked back and taken them off the conveyer, which no one gets behind the counter at any time unless store employee and demanding money. I have enclosed pictures off the day he dropped them off and the day picked up. thank you

Consumer

Response:

I am rejecting this response because:

Review: I dropped off my wedding gown at Sparkle Cleaners on October 8, 2013. I was told my wedding gown train would be cleaned, the owner does it all by hand and she's done plenty of wedding gowns. When I picked up my wedding gown on October 30, 2013 it was to my disbelief that it had been ruined. The owner dry cleaned the gown (when the tag clearly states spot clean only), it's 100% silk and now the fabric is completely destroyed. There is also black spots (looks like mildew) all over the bust, front of the dress, train, and back of the dress. The owner kept trying to tell me my dress was old (I got married on December 22, 2012), cheap (it's a designer gown), and I brought it in with dirt on it (which was only on the train just like any other bride would have)! She would not take ownership for her mistake (ruining my wedding gown) and told me it was still pretty as is (100% silk fabric ruined and black spots all over the gown). Please help me resolve this dilemma!Desired Settlement: Since the owner ruined my wedding gown (fabric and black spots) I am requesting full replacement of my original gown. I have proof of payment of the wedding gown of approximately $1600. My bridal store where I purchased the gown will also have record of my purchase.

Business

Response:

Dear

I received your letter regarding a complaint that was received about my business, Sparkle Cleaners, on November 1, 2013. I appreciate being given the opportunity to provide my perspective on the

situation.

The customer initially contacted me, in person, to inquire as to the cost of having a wedding gown cleaned. I explained that the process entailed cleaning, restoring and preserving the gown and the

price was generally based on the size and design of the gown. The customer stated that the gown was a small size so I quoted her a price of $50.00 - $100.00 but added that I would need to actually see it to give her a definitive price. l was not present when the customer dropped off the gown but she informed my employee that she had already talked to me so the employee accepted the gown for cleaning. The employee called me shortly thereafter to warn me about how much work the gown was going to be because it was covered in mildew.

Upon my first inspection of the gown, I noticed that the fabric of the gown had a yellowish hue. Additionally, there was a black haze in certain areas of the gown and black dirt along the train. Based on my experience, l knew that this type of discoloration was usually due to improper storage of a gown after an event.

The purpose of properly cleaning and preserving a gown is to avoid this type of discoloration and to prevent mold from forming. Based on my examination of the gown I provided the customer a quote of $135.00 to clean, press and preserve the gown The customer indicated that she did not want to pay anything other than cleaning the gown because she had no further use for it and was planning to sell it in a consignment shop. Based on this conversation I quoted the customer a price of $ 50.00.

Upon working on the stains I realized they were going to be be very difficult to remove but because I take great pride in my work I kept working on them. I spent an enormous amount of time and chemicals to treat the stains.

At NO TIME was the gown dry cleaned, rather it was spot cleaned (by hand) followed by treatment with a drying agent. This process was repeated numerous times in order to most effectively remove the stains. Ultimately, after spending an enormous amount of time and significantly more than $50.00 in chemicals, the stains had been significantly diminished. As a matter of fact, the employees in the store expressed their astonishment about how great the results were. However, when the customer picked it she immediately started complaining about the

gown so I took a photograph of it before she left with it.

l have cleaned many, many wedding gowns during my 25 years in business satisfied customers. I have a loyal customer base and we recently opened a second location because of the success of our first store. I certainly have never been accused of ruining anything nor would I ever tell a customer that their clothes were "old" or "cheap". I take enormous pride in my work, my business and the customer service we provide. We have been voted Best Dry Cleaner in Gloucester County from 2000 — 2013, which I believe lends credibility to the type of service we provide and how preposterous this customer’s accusations are . Because of my strong work ethic and how much I care about our business I went above and beyond for this individual and am astounded that this is the thanks I get. It also seems suspicious to me that the customer went from wanting to try to sell the gown at a consignment shop to wanting me to pay the total price of the gown.

Again, I appreciate the opportunity to provide my side of the story. I have many customers who are willing to testify as to the level of customer service we provide and the quality of our cleaning services. Please do not hesitate to contact me at XXXXXXXX for any additional information in this matter.

Sincerly,

Owner, Sparkle Cleaners

Business

Response:

Dear

I received your letter regarding a complaint that was received about my business, Sparkle Cleaners, on November 1, 2013. I appreciate being given the opportunity to provide my perspective on the

situation.

The customer initially contacted me, in person, to inquire as to the cost of having a wedding gown cleaned. I explained that the process entailed cleaning, restoring and preserving the gown and the

price was generally based on the size and design of the gown. The customer stated that the gown was a small size so I quoted her a price of $50.00 - $100.00 but added that I would need to actually see it to give her a definitive price. l was not present when the customer dropped off the gown but she informed my employee that she had already talked to me so the employee accepted the gown for cleaning. The employee called me shortly thereafter to warn me about how much work the gown was going to be because it was covered in mildew.

Upon my first inspection of the gown, I noticed that the fabric of the gown had a yellowish hue. Additionally, there was a black haze in certain areas of the gown and black dirt along the train. Based on my experience, l knew that this type of discoloration was usually due to improper storage of a gown after an event.

The purpose of properly cleaning and preserving a gown is to avoid this type of discoloration and to prevent mold from forming. Based on my examination of the gown I provided the customer a quote of $135.00 to clean, press and preserve the gown The customer indicated that she did not want to pay anything other than cleaning the gown because she had no further use for it and was planning to sell it in a consignment shop. Based on this conversation I quoted the customer a price of $ 50.00.

Upon working on the stains I realized they were going to be be very difficult to remove but because I take great pride in my work I kept working on them. I spent an enormous amount of time and chemicals to treat the stains.

At NO TIME was the gown dry cleaned, rather it was spot cleaned (by hand) followed by treatment with a drying agent. This process was repeated numerous times in order to most effectively remove the stains. Ultimately, after spending an enormous amount of time and significantly more than $50.00 in chemicals, the stains had been significantly diminished. As a matter of fact, the employees in the store expressed their astonishment about how great the results were. However, when the customer picked it she immediately started complaining about the

gown so I took a photograph of it before she left with it.

l have cleaned many, many wedding gowns during my 25 years in business satisfied customers. I have a loyal customer base and we recently opened a second location because of the success of our first store. I certainly have never been accused of ruining anything nor would I ever tell a customer that their clothes were "old" or "cheap". I take enormous pride in my work, my business and the customer service we provide. We have been voted Best Dry Cleaner in Gloucester County from 2000 — 2013, which I believe lends credibility to the type of service we provide and how preposterous this customer’s accusations are . Because of my strong work ethic and how much I care about our business I went above and beyond for this individual and am astounded that this is the thanks I get. It also seems suspicious to me that the customer went from wanting to try to sell the gown at a consignment shop to wanting me to pay the total price of the gown.

Again, I appreciate the opportunity to provide my side of the story. I have many customers who are willing to testify as to the level of customer service we provide and the quality of our cleaning services. Please do not hesitate to contact me at XXXXXXXX for any additional information in this matter.

Sincerly,

Owner, Sparkle Cleaners