I am rejecting this response because: I would not have agreed to spend $ dollars if she was not certain the stain would come out ,I did try to remove a small area of the stain myself but with no luck I should think if you tell someone that you can or cannot remove the stain that you would testIt firstMost cleaners would have tested it firsti think she lied to Me
On 8/8/2016 customer [redacted] brought in 7 dry cleaning pieces to our store located in the IDS Center Building at [redacted] , Minneapolis, MN. Ms. [redacted] picked up and paid for 6 of the items at the store on 8/18/16. The 7th item was the Yigal Azrouel dress, which was... being hand cleaned by our specialty department and would be ready on 9/02/16. Ms. [redacted] was aware of this and had agreed to the hand cleaning of the garment at time of drop off. The dress was completed on 9/02/16 and picked up by Ms. [redacted] on 9/12/16. On 9/12/16, Ms. [redacted] picked up and paid for the Yigal Azrouel dress. There were areas of dye migration near and around the small areas of black leather trim onto the white material on the dress. Our Certified Cleaning Specialist that worked on the dress, had attached information and a letter to the dress explaining how and why this happens and that further attempts to remove the small amount of dye transfer would only cause it to migrate further. This is something we commonly see in our industry and is a result of a manufacturing quality defect where the black dye on the leather trim was not properly set by the manufacturer. When exposed to steam during the hand dry cleaning process, the black dye migrated. The dress had been properly hand dry cleaned per the recommended care method. On 9/20/16, Ms. [redacted] brought both the Yigal Azrouel dress and the Helmet Lang pants (picked up on 9/12/16) back to the IDS store location. She spoke with our store manager, Carole. She was very upset. She was not happy with the cleaning of the dress. She was also upset that while the pants had been dry cleaned per the manufacturer’s care instructions, much of the sprayed on metallic finish had lifted off. The store manager, Carole said that she would send them to our Customer Service Director to evaluate. Our standard procedure for garments that a customer is unhappy with the cleaning results – is to send them to Dry Cleaning & Laundry Institute (DLI) for an independent laboratory analysis. The DLI is the recognized industry authority on how and why a garment performed or failed during cleaning and why. The Customer Service Director, Tes, communicated to the store manager, Carole, that we would send both of Ms. [redacted] ’s garments to DLI for analysis to ensure that no improper cleaning method was used / performed on our part. If there was, we would be certain to work with the customer on compensation. The DLI analysis was performed at our expense. This was communicated to Ms. [redacted] by our store manager, Carole. The two garments were sent on 9/27/16 and returned to St Croix Cleaners with the DLI independent analysis by 10/10/16. The analysis showed that both garments had been properly cleaned and that the unexpected results were due to lack of quality control / improper methods at time of construction on the part of the manufacturer. Copies of each analysis completed for each garment, along with a letter from us to Ms. [redacted] were sent back to the IDS store on 10/11. In the letter, we shared that while the analysis showed no improper cleaning methods were used – we felt badly about the situation and wanted to be certain to compensate her for the cleaning cost of both garments as well as something “extra”. We wanted to keep her as our customer. We offered a $200 check as a goodwill gesture. This would cover the total cost of cleaning for both items ($9.26 for the pants and $33.52 for the hand dry cleaned dress) as well as offer something additional for the inconvenience. Carole left a message for Ms. [redacted] when the garments arrived to the store. On 10/27 Ms. [redacted] came to the IDS store to pick up her two garments. She was extremely irate. She stated to Carole that she refused to read the letter or the garment analysis. She stated to the store manager that due to the value of the garments that she should have received a call from the owner of the company and refused to work with the store manager. Ms. [redacted] conducted herself in a highly unprofessional manner in the store, using a raised tone of voice – yelling and making a scene. She refused to take her clothes, read the letter, or the analysis. She stayed in the store for some time using a raised tone of voice to Carole, acting in an unprofessional manner that caused other incoming customers to leave the store and refusing to accept Carole’s help, read the letter, read the analysis or accept the $200 we were offering as a gesture of trying to keep her as our customer. Ms. [redacted] left the store and refused to take the garments with her or work on a solution with Carole. Ms. [redacted] stated that she would only speak with the owner and she wanted full compensation for her garments. Carole contacted Tes and let her know of Ms. [redacted] ’s behavior and that she could not work with her due to her unprofessional behavior in the store and causing customers to leave and/or not be serviced. Carole sent the two garments to Tes at our main facility in Stillwater. From that time until 11/17/16 there were a series of phone calls to and from Ms. [redacted] with Tes, the owner, and other team members at our Stillwater location. We have phone records available to show the number of calls, messages left and/or conversations with Ms. [redacted] regarding this matter. Tes did leave message(s) for her sharing that while we felt badly on the matter, we did feel that we were being fair in our gesture of $200 and to please confirm the address we could send her check and send her garments back to. Ms. [redacted] continued to call and state she was not interested in speaking with Tes or Carole. She was only interested in speaking with the owner. On two occasions, the owner did leave her voicemail messages, sharing that Tes would help work with her and to please work with her on the matter. On 11/17/16 in the afternoon, Ms. [redacted] came into our store located at 5843 Neal Ave. N in Stillwater, MN and proceeded to yell, speak in a raised voice and act in a highly unprofessional manner in our customer lobby. She was demanding to speak with the owner and/or Tes. Tes was not on site that day and the owner was in a meeting. Due to Ms. [redacted] ’s unprofessional behavior in our customer lobby, her refusal to leave the store and her refusal to setup a meeting with the owner and/or Tes, the local police were called to assist in diffusing the situation. Ms. [redacted] was yelling at our Customer Service Representative (CSR) demanding to know what door the owner was going to leave from because she was going to wait for him. The police were called because other employees witnessing the situation feared for the safety of the CSR and owners. Many other customer’s quickly left the business as Ms. [redacted] was yelling. A police report is available of the incident. Following the incident, Ms. [redacted] again contacted St Croix Cleaners via phone on 11/17/16 and was transferred to the owner. She restated the issue and stated that the company used ghostwriters to do the garment analysis that she had refused to read / open. She again refused to setup a meeting with the owner and/or Tes. The owner shared that the $200 check had been mailed on 11/14/16 to the address we had for her on account ( [redacted] *, Mpls, MN). Ms. [redacted] said she was insulted by the offer and she wanted full purchase price for the garments. She did state she wanted her garments back and the conversation was ended. Her garments were sent the following Monday with the garment analysis via UPS to her address.
On the day that [redacted] put through the transaction we had problems with ***'s credit card Our Credit Card processor did not show receiving the money [redacted] has been copied in the communication we have had with the credit card company They did not have record of receiving the money yet ***'s credit card clearly showed the money coming out of her account We have spent hours researching and trying resolve this with our credit card company We have sent [redacted] a check for the amount in question and apologize for the inconvenience We tried to resolve quickly but we were relying on our credit card company for information and resolution [redacted] has been made whole
On 3/28/Michele, reviewed the gown at the counter with the customer present. She used our company wedding gown intake formPlease see attached filesIt was noted at time of drop off by the customer that: The wedding was 2+ years ago and the dress had been in storage with stains There were
gravy stains on the dress & soil along the hemlineSee attached file of our intake form that notes exactly where these were on the dress The customer attempted to remove the stains at home using lemon juice and salt. It was noted at time of intake that the customer planned to borrow the wedding gown for a June wedding only “if” the stains were able to be removedKat ***, CWGS, contacted Ms*** via phone to discuss the cleaning of the gown and set expectations for stain removal. It was discussed that the length of time that the stains had been on the gown along with trying to remove them at home would complicate the cleaning however it would be cleaned and have the soil removed and look better-even if stains were not fully removed. She agreed to having us proceed with the cleaning of the gownOn 4/at pickup, she stated that we had guaranteed her that stains would come out. She refused to pay for the gown and the work done, yet wanted to take it with herShe raised her voice and acted in an unprofessional manner. Michele, offered a 10% discount & and let her know that it was communicated by both Michele and Kat that we could not guarantee the stains would come outShe continued to raise her voice She eventually paid for the gown When stains are left on a garment for a length of time and/or at home removal remedies are applied, it can make removing the stains completely out of the fabric even more difficultWe did not guarantee removal of stainsAll of this is reviewed at time of drop of with our customer and expectations are communicated and agreed upon prior to obtaining a deposit and approval to proceed with cleaning
In regards to the pair of Rag & Bone black and tan color blocked style pants that Ms. [redacted] references were also cleaned. Our records indicate this item (along with 3 other garments) were dropped off at our IDS store location on 8/3/16 at 8:55AM. The due date issued on the customer’s pick-up receipt was 8/5/16 after 4PM. All items except the Rag & Bone black and tan color blocked style pants were returned and scanned to the store on 8/5/16 by 4PM. Due to the style/design of the pants (black and tan solid color blocked pattern), our certified cleaning specialist performed a pre-clean test on the black areas of the pants to determine if the black dye would bleed onto the lighter fabric. Dye migration due to improper quality control / manufacturing methods is commonly seen in the dry cleaning industry. We have a procedure in place to test garments that are suspect to this issue due to their color block style design. Ms. [redacted]’s Rag & Bone pants tested positive for the black material, indicating that if cleaned per recommended method on the care label, there would be a high chance the dye from the black fabric would migrate onto the tan part of the pants during cleaning. To protect our customer’s garment, we did not clean per the recommended method. On 8/5/16, the pants were placed in a hold status at our production facility and were not cleaned. An email message was sent to the IDS store manager regarding Ms. [redacted]’s Rag & Bone pants not being back on time and as to why. To safely clean the pants, we were recommending a hand dry clean method only to minimize the risk of the black dye migrating on to the tan part of the pants and needed the customer approval for the additional time and cost. The store manager was not working on 8/5/16. On 8/8/16 at 4:19PM a message was place on the electronic ticket in our system for this item, stating we needed customer approval for the recommended hand dry cleaning method and the store manager was notified to contact the customer. On 8/9/16 at 12:05PM our phone records indicate that the store manager spoke with Ms. [redacted] via phone and received authorization to begin cleaning her Rag & Bone pants via hand dry cleaning method. Ms. [redacted] gave authorization and we noted it on the electronic ticket. We proceeded with the cleaning on 8/10/16. The pants were completed and returned to the IDS store and inventoried to the store on 8/17/16 at 9:48AM. Ms. [redacted] picked up the Rag & Bone pants on 8/18/16 at 4:55PM. We were never notified of any unhappiness on the part of Ms. [redacted] regarding this garment. Regarding Ms. [redacted]’s other two items – the Helmet Lang pants and Yigal Azrouel dress that is stated we had possession of at the same time as the Rag & Bone pants. Our records indicate that the tan Helmut Lang pants with metallic finish and Yiguel Azrouel dress were dropped on 8/8/16 at 3:55PM when Ms. [redacted] picked up her garments (previously dropped off on 8/3/16). A receipt was created at our store at this time for the two pants and dress being with a date and time stamp for these items. We did not have possession of these two garments prior to this date and time. Our cleaning procedures and independent lab findings on those two garments have been outlined in our initial response to this issue. A copy of the lab analysis for each garment was sent along with Ms. [redacted]’s two garments via UPS on 11/21/16. UPS was unable to deliver due to Ms. [redacted] not being home. The package was held at a UPS facility and picked up by Ms. [redacted] on 11/28/16. Tracking # and delivery log by UPS is available at www.ups.com. Tracking # is: [redacted]. Items were sent to Ms. [redacted]’s address on account: [redacted], Minneapolis, MN 55411. We are concerned that Ms. [redacted] is stating she did not receive the $200 check from us – as it was sent to the same address as the garments. We will put a stop payment on the check immediately. We would be happy to send out another check via certified mail. In order to do so, we need to have the address we will be sending it to confirmed by Ms. [redacted] prior to sending. While Tes, did not speak directly with Ms. [redacted], and that was not stated, a number of phone calls and voicemails were left by Tes for Ms. [redacted] regarding the situation and our proposed solution. Ms. [redacted]’s response via voicemail message to Tes stated that due to the expensive nature of her garments, she was only interested in speaking with the owner and she would not read our letter or the independent analysis on how and why what happened. Additionally, Ms. [redacted] made a similar statement to Carole. When Ms. [redacted] visited our Stillwater location, the police were called to assist in deescalating the situation for the safety and well-being of our employee’s on-site due to Ms. [redacted]’s behavior and volume of voice while in our customer lobby. The owner was pulled out of a meeting and did speak with Ms. [redacted] via phone that day and offered to set up a meeting at our Stillwater location. Ms. [redacted]’s response to this offer was “Why would I come out there? That is not convenient for me.” At which point the conversation turned unprofessional on the part of Ms. [redacted] and the owner respectfully ended the phone call. There was never a statement or discussion by the owner that a meeting had to be at our Stillwater location. There was no agreement on the part of Ms. [redacted] to set up a meeting in any manner. We strive to take care of our customers garments the very best possible. Had the analysis completed by the independent lab found improper cleaning / care methods used, we would absolutely be taking care of the customer. However, given that we did proceed with caution and with the utmost care for our customer and her garments – and could not forsee what would happen, we felt our gesture of refunding the cost of cleaning for her garments plus an additional monetary compensation to be fair and equitable. It was done with the intention of trying to keep her as our customer. Often high end brands (like Helmut Lang) may have been designed / manufactured and are known in the dry cleaning industry for not being able to withstand the recommended cleaning method. We are aware of this and to help our customer, we do communicate the risk up front prior to cleaning – as we feel we did in this situation with these two garments for Ms. [redacted]. We have attached the lab analysis performed as well as additional information published by the IFI detailing how and why dye migration (like what happened with the Yigal Azourel dress and the loss of metallic coating with the Helmet Lang pants. We have also included information on other problem garments by this same designer.
I am rejecting this response because: The fact still remains that my items were damaged in the care of St. Croix cleaners. I paid forty dollars for my items to be cleaned and now the store is claiming that they are giving me $200.00 minus my cleaning so $160.00 is that supposed to cover my damaged items They are now unwearable that is why I left the items at the store. I have voicemails proving some of this information to be incorrect and information stating that the items with leather on them were to be hand cleaned by a leather specialist as well. So now I will be addressing the letter sent to the Revdex.com by the cleaners. On or around August 2016 I dropped some items off to be cleaned. On 8/9/2016 I received a call from Carole regarding a pair of Rag & Bone jeans that had with leather trim. (voicemail- that I still have)That I should have received on 8/9/2016. However, on the day of pickup Carole stated that per their garment restoration center that my item needed to be hand washed for $25.00 and sent to the leather specialist and that it would take up to two weeks to be returned. I agreed. However, upon receipt some of the leather had spread onto my pants. When I picked this item up I expressed my concern regarding where some of the leather bleed onto the pants. However, the damage was minimal and I left with my item. I attached a picture of the pants with the special care tag showing the instruction that was given when I left my items in the care of the cleaners. At this point my pants & dress which is noted in this complaint was already in the care of St. Croix cleaners. Upon dropping my items off I stated to Carole that these items were delicate and please handle with care. Which Carole stated to me that she noted that on the items and in their system. On 8/12/2016 I received a call (voicemail- that I still have) from Kat from Treasure garment restoration and she was calling regarding my dress made by Yigal Azrouel . Kat stated that with the dress having the leather on it and with the silk lining the dress need to be hand cleaned. I returned Kat’s call that day and advised her to proceed with the hand wash from the leather specialist; which I spoke with Carole about when processing my pants. On or around 9/12/16 when I finally came in to pick up and pay for my Yigal Azroel dress for 29.99 and my Helmet Lang pants unsure of the price that I paid for this cleaning for the pants. I was in total disbelief of the quality of the clothing. The dress, the leather trim around the dress WAS hard the lining of the dress was hanging from the bottom of the dress and the item had clamps holding the dress onto some cardboard to try and hold the shape; being the shape of the dress was damaged during the cleaning. The pants had a note on them stating that they got the pants as clean as they could without damaging. However, all of the foiled effect was gone so the pants were damaged from the cleaning. Being that they cleaned away the all of the foiling effect. However, I paid for all of my items being that I had other dry cleaning there as well. I left the dress and the pants in care of Carole from day one. I never took either of these items with me. I asked Carole to have someone in management to call me and up until this day I have never spoke to anyone from management. Except when I tried calling the owner and he routed me back to Tes the manager in which I still have never spoken with. On or around sometime in October I came back to the store to pick my items up and to speak with Tes. However, she was on vacation and had left a note along with my items. I declined to take my items or read a letter. I found that to be quite rude and not personal enough for my taste, and just not a good way of doing business. Per Carole she stated she under stood and that she would let Tess know and would address my concerns with her again and advised me that she would have Tess to give me a call on that Thursday when she was to return from vacation. Tess never called. Which if Tes would have actually called me she would have correct information that she is reporting to the Revdex.com. As far as my communication with Carole there was never any dispute with her she simply works at the drycleaners I never became irate with her at anytime. I never refused to leave the IDS store there was never an incident. I actually have a voicemail from Carole after leaving my items and the letter. That was full of nothing but concern regarding my item. As well as I spoke with Carole on 11/28/16 regarding the accusations in this letter and she stated she never said any of this to Tes. WOW!! As far as me coming to the Stillwater location I did go there to get some answers. Being that I spoke with no one from St. Croix Cleaners management department besides the owner which I was routed back to Tes. Who never followed up with me and I became frustrated. However, I did agree with the owner to set up a meeting to get to the bottom of this situation. However, he stated that he would not meet with me in any office besides the Stillwater location which was out of my way. Again I felt this to be very unhelpful. I travel allot for work and this would be inconvenient. He then promised me that Tes would give me a call. Dave the owner never did come to talk to me directly he stayed in the back of the store, stating that he was too busy. Upon waiting for someone from the store to call, Tes. The police were called. However, there was no incident. I was not yelling and screaming. I did not get a ticket. I’m not a criminal and have never been fingerprinted nor been in jail. Dave the Owner just did not want to deal with the situation. This should have been resolved in September. I am the same person that has been waiting for a call from a supposedly reputable store, from September until November. Patiently waiting to hear back from someone regarding my damaged items without calling every day or week. I figured if I went into the store maybe our issues could be resolved. NO luck with that. Yes, the Police were called and the Police are the ones that advised me to report the store to the Revdex.com and or take the cleaners to small claims court. And that is when I reached out to the Revdex.com. My dress was originally $895 and my pants were like around $200. So yes $200.00 is very insulting. I see that I will have to take this store to small claims court. This now seems to be a defamation of my character. I did not yell and scream at the IDS store nor did I at the Stillwater location. I simply wanted my issues to be addressed and my damaged items to be replaced. Also I have all of the voicemail's and phone communication as well as my phone log showing all calls received from St. Croix Cleaners as well as a call from Carole after the fact of being accused of acting in a less then professional manner in the IDS store. Which would prove that the incident that was written to the Revdex.com never happened. Please HELP! However, it looks as though we will be in small claims court. With the items showing the damage incurred by the cleaners. No hand washed item by a leather specialist would damage the leather nor the lining like these items I also have messages from the employee from the restoration dept as well as a message from Sam another St. Croix employee. All items that were dropped off had full instructions to handle with care as did the jeans attached in the picture. Also I never received a $200.00 check Dave spoke about it and it was spoken about in this letter but I never saw it.
[redacted] is correct we have mislabeled his shirt and have lost it. We have numerous controls in place to ensure that we label clothing correctly so we can get it back to the appropriate person. The process includes many manual steps and in this case the controls did not catch the mistake....
We have communicated with [redacted] our error and have requested a little time to hopefully discover or have the shirt returned to us by another customer. We know that getting the shirt back is the desired outcome and that is our goal. To this point, we have not located the shirt. We are sending a check to [redacted] for the full amount of the shirt (requested tracking number will be communicated to [redacted] on 6/30). The shirt was lost while it was in our care and we are taking responsibility for it. In the rare instances that we lose or damage items we always work the customer to be fair. I sincerely apologize to [redacted] for this anomaly with our service. Dave [redacted], Owner, St Croix Cleaners
On 8/8/2016 customer [redacted] brought in 7 dry cleaning pieces to our store located in the IDS Center Building at [redacted], Minneapolis, MN. Ms. [redacted] picked up and paid for 6 of the items at the store on 8/18/16. The 7th item was the Yigal Azrouel dress, which was...
being hand cleaned by our specialty department and would be ready on 9/02/16. Ms. [redacted] was aware of this and had agreed to the hand cleaning of the garment at time of drop off. The dress was completed on 9/02/16 and picked up by Ms. [redacted] on 9/12/16. On 9/12/16, Ms. [redacted] picked up and paid for the Yigal Azrouel dress. There were areas of dye migration near and around the small areas of black leather trim onto the white material on the dress. Our Certified Cleaning Specialist that worked on the dress, had attached information and a letter to the dress explaining how and why this happens and that further attempts to remove the small amount of dye transfer would only cause it to migrate further. This is something we commonly see in our industry and is a result of a manufacturing quality defect where the black dye on the leather trim was not properly set by the manufacturer. When exposed to steam during the hand dry cleaning process, the black dye migrated. The dress had been properly hand dry cleaned per the recommended care method. On 9/20/16, Ms. [redacted] brought both the Yigal Azrouel dress and the Helmet Lang pants (picked up on 9/12/16) back to the IDS store location. She spoke with our store manager, Carole. She was very upset. She was not happy with the cleaning of the dress. She was also upset that while the pants had been dry cleaned per the manufacturer’s care instructions, much of the sprayed on metallic finish had lifted off. The store manager, Carole said that she would send them to our Customer Service Director to evaluate. Our standard procedure for garments that a customer is unhappy with the cleaning results – is to send them to Dry Cleaning & Laundry Institute (DLI) for an independent laboratory analysis. The DLI is the recognized industry authority on how and why a garment performed or failed during cleaning and why. The Customer Service Director, Tes, communicated to the store manager, Carole, that we would send both of Ms. [redacted]’s garments to DLI for analysis to ensure that no improper cleaning method was used / performed on our part. If there was, we would be certain to work with the customer on compensation. The DLI analysis was performed at our expense. This was communicated to Ms. [redacted] by our store manager, Carole. The two garments were sent on 9/27/16 and returned to St Croix Cleaners with the DLI independent analysis by 10/10/16. The analysis showed that both garments had been properly cleaned and that the unexpected results were due to lack of quality control / improper methods at time of construction on the part of the manufacturer. Copies of each analysis completed for each garment, along with a letter from us to Ms. [redacted] were sent back to the IDS store on 10/11. In the letter, we shared that while the analysis showed no improper cleaning methods were used – we felt badly about the situation and wanted to be certain to compensate her for the cleaning cost of both garments as well as something “extra”. We wanted to keep her as our customer. We offered a $200 check as a goodwill gesture. This would cover the total cost of cleaning for both items ($9.26 for the pants and $33.52 for the hand dry cleaned dress) as well as offer something additional for the inconvenience. Carole left a message for Ms. [redacted] when the garments arrived to the store. On 10/27 Ms. [redacted] came to the IDS store to pick up her two garments. She was extremely irate. She stated to Carole that she refused to read the letter or the garment analysis. She stated to the store manager that due to the value of the garments that she should have received a call from the owner of the company and refused to work with the store manager. Ms. [redacted] conducted herself in a highly unprofessional manner in the store, using a raised tone of voice – yelling and making a scene. She refused to take her clothes, read the letter, or the analysis. She stayed in the store for some time using a raised tone of voice to Carole, acting in an unprofessional manner that caused other incoming customers to leave the store and refusing to accept Carole’s help, read the letter, read the analysis or accept the $200 we were offering as a gesture of trying to keep her as our customer. Ms. [redacted] left the store and refused to take the garments with her or work on a solution with Carole. Ms. [redacted] stated that she would only speak with the owner and she wanted full compensation for her garments. Carole contacted Tes and let her know of Ms. [redacted]’s behavior and that she could not work with her due to her unprofessional behavior in the store and causing customers to leave and/or not be serviced. Carole sent the two garments to Tes at our main facility in Stillwater. From that time until 11/17/16 there were a series of phone calls to and from Ms. [redacted] with Tes, the owner, and other team members at our Stillwater location. We have phone records available to show the number of calls, messages left and/or conversations with Ms. [redacted] regarding this matter. Tes did leave message(s) for her sharing that while we felt badly on the matter, we did feel that we were being fair in our gesture of $200 and to please confirm the address we could send her check and send her garments back to. Ms. [redacted] continued to call and state she was not interested in speaking with Tes or Carole. She was only interested in speaking with the owner. On two occasions, the owner did leave her voicemail messages, sharing that Tes would help work with her and to please work with her on the matter. On 11/17/16 in the afternoon, Ms. [redacted] came into our store located at 5843 Neal Ave. N in Stillwater, MN and proceeded to yell, speak in a raised voice and act in a highly unprofessional manner in our customer lobby. She was demanding to speak with the owner and/or Tes. Tes was not on site that day and the owner was in a meeting. Due to Ms. [redacted]’s unprofessional behavior in our customer lobby, her refusal to leave the store and her refusal to setup a meeting with the owner and/or Tes, the local police were called to assist in diffusing the situation. Ms. [redacted] was yelling at our Customer Service Representative (CSR) demanding to know what door the owner was going to leave from because she was going to wait for him. The police were called because other employees witnessing the situation feared for the safety of the CSR and owners. Many other customer’s quickly left the business as Ms. [redacted] was yelling. A police report is available of the incident. Following the incident, Ms. [redacted] again contacted St Croix Cleaners via phone on 11/17/16 and was transferred to the owner. She restated the issue and stated that the company used ghostwriters to do the garment analysis that she had refused to read / open. She again refused to setup a meeting with the owner and/or Tes. The owner shared that the $200 check had been mailed on 11/14/16 to the address we had for her on account ([redacted], Mpls, MN). Ms. [redacted] said she was insulted by the offer and she wanted full purchase price for the garments. She did state she wanted her garments back and the conversation was ended. Her garments were sent the following Monday with the garment analysis via UPS to her address.
On the day that [redacted] put through the transaction we had problems with [redacted]'s credit card. Our Credit Card processor did not show receiving the money. [redacted] has been copied in the communication we have had with the credit card company. They did not have record of receiving the money yet...
[redacted]'s credit card clearly showed the money coming out of her account. We have spent hours researching and trying resolve this with our credit card company. We have sent [redacted] a check for the amount in question and apologize for the inconvenience. We tried to resolve quickly but we were relying on our credit card company for information and resolution. [redacted] has been made whole.
We would like the opportunity to remove the hair on the blankets. We accept responsibility for the blankets having hair on them. If we can not remove the hair to the customer's satisfaction we will work with her to come up with a fair resolution. Pendleton wool blankets are...
high quality and to dryclean them does not ruin them due to loss of fibers. The hair would be removed using a lint roller and we would then dryclean the blankets one more to ensure they are in great condition. We are sure these blankets have emotional value to the customer and we want to return them to her in great clean condition.When the customer had a conversation with John he listed the steps we would go thru to resolve. We start with trying to fix to customer's satisfaction getting our management and cleaning specialists involved. If in the outside chance we can not resolve, then we will (as a last resort) work through a settlement to buy the damaged garment at a fair price based on age and condition. When John explained steps she came in immediately took the blankets and said she wanted a check to buy new blankets. We just want the opportunity to make this right.We would really like to have the opportunity to restore the blankets to a great clean condition and we would reimburse her for the cost of cleaning plus and additional $50 for the inconvenience. I apologize for the blankets coming in contact with another blanket which had hair on it. Please contact me at ###-###-#### and I will coordinate to get this resolved promptly.Dave [redacted]owner
Mr. [redacted], My name is John [redacted] and I work with St Croix Cleaners. I received the complaint from [redacted] complaint ID [redacted]. I have left a message for Mr. [redacted] to let him know we will be sending him a check for $50.00. Thank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do not believe, however, that this business should continue to receive and advertise an A+ rating from the Revdex.com.
I am rejecting this response because:I again contacted Pendleton customer service. The representative told me that "wool fibers have an element to them that really holds on to animal hairs". That is why the hairs are so embedded in the blankets. The representative further talked with their in house textile expert and the Dry-Cleaning and Laundering Institute. "Lint rolling would also result in additional fiber loss." In addition, this would be the THIRD DRYCLEANING! These blankets do not have "emotional value" as Mr. [redacted] somehow assumed, rather they have quality value. The reason I purchased them in the first place. St. Croix cleaners has depleted the value of the blankets. St.Croix cleaners failed the first time. St. Croix cleaners failed a second time. And St. Croix cleaners breached their agreement. The day after the agreement between John and myself, I received a message on my telephone from John stating: "We are going to make the blankets look like new." I was furious that he had breached our oral agreement and was telling me how the situation would now be handled. Making something "look like new" is quite a different circumstance than being new. I picked up the blankets to prevent any further changes to them, and told John that if he did not hold to the agreement I would be filing a complaint in small claims court. I decided to start with Revdex.com first. My desired outcome remains exactly the same as stated in my first statement to Revdex.com. [redacted]
I am rejecting this response because: I would not have agreed to spend $ 270.00 dollars if she was not certain the stain would come out ,I did try to remove a small area of the stain myself ... but with no luck . I should think if you tell someone that you can or cannot remove the stain that you would testIt first. Most cleaners would have tested it first. I think she lied to Me.
I am rejecting this response because: I would not have agreed to spend $ dollars if she was not certain the stain would come out ,I did try to remove a small area of the stain myself but with no luck I should think if you tell someone that you can or cannot remove the stain that you would testIt firstMost cleaners would have tested it firsti think she lied to Me
On 8/8/2016 customer [redacted] brought in 7 dry cleaning pieces to our store located in the IDS Center Building at [redacted] , Minneapolis, MN. Ms. [redacted] picked up and paid for 6 of the items at the store on 8/18/16. The 7th item was the Yigal Azrouel dress, which was... being hand cleaned by our specialty department and would be ready on 9/02/16. Ms. [redacted] was aware of this and had agreed to the hand cleaning of the garment at time of drop off. The dress was completed on 9/02/16 and picked up by Ms. [redacted] on 9/12/16. On 9/12/16, Ms. [redacted] picked up and paid for the Yigal Azrouel dress. There were areas of dye migration near and around the small areas of black leather trim onto the white material on the dress. Our Certified Cleaning Specialist that worked on the dress, had attached information and a letter to the dress explaining how and why this happens and that further attempts to remove the small amount of dye transfer would only cause it to migrate further. This is something we commonly see in our industry and is a result of a manufacturing quality defect where the black dye on the leather trim was not properly set by the manufacturer. When exposed to steam during the hand dry cleaning process, the black dye migrated. The dress had been properly hand dry cleaned per the recommended care method. On 9/20/16, Ms. [redacted] brought both the Yigal Azrouel dress and the Helmet Lang pants (picked up on 9/12/16) back to the IDS store location. She spoke with our store manager, Carole. She was very upset. She was not happy with the cleaning of the dress. She was also upset that while the pants had been dry cleaned per the manufacturer’s care instructions, much of the sprayed on metallic finish had lifted off. The store manager, Carole said that she would send them to our Customer Service Director to evaluate. Our standard procedure for garments that a customer is unhappy with the cleaning results – is to send them to Dry Cleaning & Laundry Institute (DLI) for an independent laboratory analysis. The DLI is the recognized industry authority on how and why a garment performed or failed during cleaning and why. The Customer Service Director, Tes, communicated to the store manager, Carole, that we would send both of Ms. [redacted] ’s garments to DLI for analysis to ensure that no improper cleaning method was used / performed on our part. If there was, we would be certain to work with the customer on compensation. The DLI analysis was performed at our expense. This was communicated to Ms. [redacted] by our store manager, Carole. The two garments were sent on 9/27/16 and returned to St Croix Cleaners with the DLI independent analysis by 10/10/16. The analysis showed that both garments had been properly cleaned and that the unexpected results were due to lack of quality control / improper methods at time of construction on the part of the manufacturer. Copies of each analysis completed for each garment, along with a letter from us to Ms. [redacted] were sent back to the IDS store on 10/11. In the letter, we shared that while the analysis showed no improper cleaning methods were used – we felt badly about the situation and wanted to be certain to compensate her for the cleaning cost of both garments as well as something “extra”. We wanted to keep her as our customer. We offered a $200 check as a goodwill gesture. This would cover the total cost of cleaning for both items ($9.26 for the pants and $33.52 for the hand dry cleaned dress) as well as offer something additional for the inconvenience. Carole left a message for Ms. [redacted] when the garments arrived to the store. On 10/27 Ms. [redacted] came to the IDS store to pick up her two garments. She was extremely irate. She stated to Carole that she refused to read the letter or the garment analysis. She stated to the store manager that due to the value of the garments that she should have received a call from the owner of the company and refused to work with the store manager. Ms. [redacted] conducted herself in a highly unprofessional manner in the store, using a raised tone of voice – yelling and making a scene. She refused to take her clothes, read the letter, or the analysis. She stayed in the store for some time using a raised tone of voice to Carole, acting in an unprofessional manner that caused other incoming customers to leave the store and refusing to accept Carole’s help, read the letter, read the analysis or accept the $200 we were offering as a gesture of trying to keep her as our customer. Ms. [redacted] left the store and refused to take the garments with her or work on a solution with Carole. Ms. [redacted] stated that she would only speak with the owner and she wanted full compensation for her garments. Carole contacted Tes and let her know of Ms. [redacted] ’s behavior and that she could not work with her due to her unprofessional behavior in the store and causing customers to leave and/or not be serviced. Carole sent the two garments to Tes at our main facility in Stillwater. From that time until 11/17/16 there were a series of phone calls to and from Ms. [redacted] with Tes, the owner, and other team members at our Stillwater location. We have phone records available to show the number of calls, messages left and/or conversations with Ms. [redacted] regarding this matter. Tes did leave message(s) for her sharing that while we felt badly on the matter, we did feel that we were being fair in our gesture of $200 and to please confirm the address we could send her check and send her garments back to. Ms. [redacted] continued to call and state she was not interested in speaking with Tes or Carole. She was only interested in speaking with the owner. On two occasions, the owner did leave her voicemail messages, sharing that Tes would help work with her and to please work with her on the matter. On 11/17/16 in the afternoon, Ms. [redacted] came into our store located at 5843 Neal Ave. N in Stillwater, MN and proceeded to yell, speak in a raised voice and act in a highly unprofessional manner in our customer lobby. She was demanding to speak with the owner and/or Tes. Tes was not on site that day and the owner was in a meeting. Due to Ms. [redacted] ’s unprofessional behavior in our customer lobby, her refusal to leave the store and her refusal to setup a meeting with the owner and/or Tes, the local police were called to assist in diffusing the situation. Ms. [redacted] was yelling at our Customer Service Representative (CSR) demanding to know what door the owner was going to leave from because she was going to wait for him. The police were called because other employees witnessing the situation feared for the safety of the CSR and owners. Many other customer’s quickly left the business as Ms. [redacted] was yelling. A police report is available of the incident. Following the incident, Ms. [redacted] again contacted St Croix Cleaners via phone on 11/17/16 and was transferred to the owner. She restated the issue and stated that the company used ghostwriters to do the garment analysis that she had refused to read / open. She again refused to setup a meeting with the owner and/or Tes. The owner shared that the $200 check had been mailed on 11/14/16 to the address we had for her on account ( [redacted] *, Mpls, MN). Ms. [redacted] said she was insulted by the offer and she wanted full purchase price for the garments. She did state she wanted her garments back and the conversation was ended. Her garments were sent the following Monday with the garment analysis via UPS to her address.
On the day that [redacted] put through the transaction we had problems with ***'s credit card Our Credit Card processor did not show receiving the money [redacted] has been copied in the communication we have had with the credit card company They did not have record of receiving the money yet ***'s credit card clearly showed the money coming out of her account We have spent hours researching and trying resolve this with our credit card company We have sent [redacted] a check for the amount in question and apologize for the inconvenience We tried to resolve quickly but we were relying on our credit card company for information and resolution [redacted] has been made whole
On 3/28/Michele, reviewed the gown at the counter with the customer present. She used our company wedding gown intake formPlease see attached filesIt was noted at time of drop off by the customer that: The wedding was 2+ years ago and the dress had been in storage with stains There were
gravy stains on the dress & soil along the hemlineSee attached file of our intake form that notes exactly where these were on the dress The customer attempted to remove the stains at home using lemon juice and salt. It was noted at time of intake that the customer planned to borrow the wedding gown for a June wedding only “if” the stains were able to be removedKat ***, CWGS, contacted Ms*** via phone to discuss the cleaning of the gown and set expectations for stain removal. It was discussed that the length of time that the stains had been on the gown along with trying to remove them at home would complicate the cleaning however it would be cleaned and have the soil removed and look better-even if stains were not fully removed. She agreed to having us proceed with the cleaning of the gownOn 4/at pickup, she stated that we had guaranteed her that stains would come out. She refused to pay for the gown and the work done, yet wanted to take it with herShe raised her voice and acted in an unprofessional manner. Michele, offered a 10% discount & and let her know that it was communicated by both Michele and Kat that we could not guarantee the stains would come outShe continued to raise her voice She eventually paid for the gown When stains are left on a garment for a length of time and/or at home removal remedies are applied, it can make removing the stains completely out of the fabric even more difficultWe did not guarantee removal of stainsAll of this is reviewed at time of drop of with our customer and expectations are communicated and agreed upon prior to obtaining a deposit and approval to proceed with cleaning
In regards to the pair of Rag & Bone black and tan color blocked style pants that Ms. [redacted] references were also cleaned. Our records indicate this item (along with 3 other garments) were dropped off at our IDS store location on 8/3/16 at 8:55AM. The due date issued on the customer’s pick-up receipt was 8/5/16 after 4PM. All items except the Rag & Bone black and tan color blocked style pants were returned and scanned to the store on 8/5/16 by 4PM. Due to the style/design of the pants (black and tan solid color blocked pattern), our certified cleaning specialist performed a pre-clean test on the black areas of the pants to determine if the black dye would bleed onto the lighter fabric. Dye migration due to improper quality control / manufacturing methods is commonly seen in the dry cleaning industry. We have a procedure in place to test garments that are suspect to this issue due to their color block style design. Ms. [redacted]’s Rag & Bone pants tested positive for the black material, indicating that if cleaned per recommended method on the care label, there would be a high chance the dye from the black fabric would migrate onto the tan part of the pants during cleaning. To protect our customer’s garment, we did not clean per the recommended method. On 8/5/16, the pants were placed in a hold status at our production facility and were not cleaned. An email message was sent to the IDS store manager regarding Ms. [redacted]’s Rag & Bone pants not being back on time and as to why. To safely clean the pants, we were recommending a hand dry clean method only to minimize the risk of the black dye migrating on to the tan part of the pants and needed the customer approval for the additional time and cost. The store manager was not working on 8/5/16. On 8/8/16 at 4:19PM a message was place on the electronic ticket in our system for this item, stating we needed customer approval for the recommended hand dry cleaning method and the store manager was notified to contact the customer. On 8/9/16 at 12:05PM our phone records indicate that the store manager spoke with Ms. [redacted] via phone and received authorization to begin cleaning her Rag & Bone pants via hand dry cleaning method. Ms. [redacted] gave authorization and we noted it on the electronic ticket. We proceeded with the cleaning on 8/10/16. The pants were completed and returned to the IDS store and inventoried to the store on 8/17/16 at 9:48AM. Ms. [redacted] picked up the Rag & Bone pants on 8/18/16 at 4:55PM. We were never notified of any unhappiness on the part of Ms. [redacted] regarding this garment. Regarding Ms. [redacted]’s other two items – the Helmet Lang pants and Yigal Azrouel dress that is stated we had possession of at the same time as the Rag & Bone pants. Our records indicate that the tan Helmut Lang pants with metallic finish and Yiguel Azrouel dress were dropped on 8/8/16 at 3:55PM when Ms. [redacted] picked up her garments (previously dropped off on 8/3/16). A receipt was created at our store at this time for the two pants and dress being with a date and time stamp for these items. We did not have possession of these two garments prior to this date and time. Our cleaning procedures and independent lab findings on those two garments have been outlined in our initial response to this issue. A copy of the lab analysis for each garment was sent along with Ms. [redacted]’s two garments via UPS on 11/21/16. UPS was unable to deliver due to Ms. [redacted] not being home. The package was held at a UPS facility and picked up by Ms. [redacted] on 11/28/16. Tracking # and delivery log by UPS is available at www.ups.com. Tracking # is: [redacted]. Items were sent to Ms. [redacted]’s address on account: [redacted], Minneapolis, MN 55411. We are concerned that Ms. [redacted] is stating she did not receive the $200 check from us – as it was sent to the same address as the garments. We will put a stop payment on the check immediately. We would be happy to send out another check via certified mail. In order to do so, we need to have the address we will be sending it to confirmed by Ms. [redacted] prior to sending. While Tes, did not speak directly with Ms. [redacted], and that was not stated, a number of phone calls and voicemails were left by Tes for Ms. [redacted] regarding the situation and our proposed solution. Ms. [redacted]’s response via voicemail message to Tes stated that due to the expensive nature of her garments, she was only interested in speaking with the owner and she would not read our letter or the independent analysis on how and why what happened. Additionally, Ms. [redacted] made a similar statement to Carole. When Ms. [redacted] visited our Stillwater location, the police were called to assist in deescalating the situation for the safety and well-being of our employee’s on-site due to Ms. [redacted]’s behavior and volume of voice while in our customer lobby. The owner was pulled out of a meeting and did speak with Ms. [redacted] via phone that day and offered to set up a meeting at our Stillwater location. Ms. [redacted]’s response to this offer was “Why would I come out there? That is not convenient for me.” At which point the conversation turned unprofessional on the part of Ms. [redacted] and the owner respectfully ended the phone call. There was never a statement or discussion by the owner that a meeting had to be at our Stillwater location. There was no agreement on the part of Ms. [redacted] to set up a meeting in any manner. We strive to take care of our customers garments the very best possible. Had the analysis completed by the independent lab found improper cleaning / care methods used, we would absolutely be taking care of the customer. However, given that we did proceed with caution and with the utmost care for our customer and her garments – and could not forsee what would happen, we felt our gesture of refunding the cost of cleaning for her garments plus an additional monetary compensation to be fair and equitable. It was done with the intention of trying to keep her as our customer. Often high end brands (like Helmut Lang) may have been designed / manufactured and are known in the dry cleaning industry for not being able to withstand the recommended cleaning method. We are aware of this and to help our customer, we do communicate the risk up front prior to cleaning – as we feel we did in this situation with these two garments for Ms. [redacted]. We have attached the lab analysis performed as well as additional information published by the IFI detailing how and why dye migration (like what happened with the Yigal Azourel dress and the loss of metallic coating with the Helmet Lang pants. We have also included information on other problem garments by this same designer.
I am rejecting this response because: The fact still remains that my items were damaged in the care of St. Croix cleaners. I paid forty dollars for my items to be cleaned and now the store is claiming that they are giving me $200.00 minus my cleaning so $160.00 is that supposed to cover my damaged items They are now unwearable that is why I left the items at the store. I have voicemails proving some of this information to be incorrect and information stating that the items with leather on them were to be hand cleaned by a leather specialist as well. So now I will be addressing the letter sent to the Revdex.com by the cleaners. On or around August 2016 I dropped some items off to be cleaned. On 8/9/2016 I received a call from Carole regarding a pair of Rag & Bone jeans that had with leather trim. (voicemail- that I still have)That I should have received on 8/9/2016. However, on the day of pickup Carole stated that per their garment restoration center that my item needed to be hand washed for $25.00 and sent to the leather specialist and that it would take up to two weeks to be returned. I agreed. However, upon receipt some of the leather had spread onto my pants. When I picked this item up I expressed my concern regarding where some of the leather bleed onto the pants. However, the damage was minimal and I left with my item. I attached a picture of the pants with the special care tag showing the instruction that was given when I left my items in the care of the cleaners. At this point my pants & dress which is noted in this complaint was already in the care of St. Croix cleaners. Upon dropping my items off I stated to Carole that these items were delicate and please handle with care. Which Carole stated to me that she noted that on the items and in their system. On 8/12/2016 I received a call (voicemail- that I still have) from Kat from Treasure garment restoration and she was calling regarding my dress made by Yigal Azrouel . Kat stated that with the dress having the leather on it and with the silk lining the dress need to be hand cleaned. I returned Kat’s call that day and advised her to proceed with the hand wash from the leather specialist; which I spoke with Carole about when processing my pants. On or around 9/12/16 when I finally came in to pick up and pay for my Yigal Azroel dress for 29.99 and my Helmet Lang pants unsure of the price that I paid for this cleaning for the pants. I was in total disbelief of the quality of the clothing. The dress, the leather trim around the dress WAS hard the lining of the dress was hanging from the bottom of the dress and the item had clamps holding the dress onto some cardboard to try and hold the shape; being the shape of the dress was damaged during the cleaning. The pants had a note on them stating that they got the pants as clean as they could without damaging. However, all of the foiled effect was gone so the pants were damaged from the cleaning. Being that they cleaned away the all of the foiling effect. However, I paid for all of my items being that I had other dry cleaning there as well. I left the dress and the pants in care of Carole from day one. I never took either of these items with me. I asked Carole to have someone in management to call me and up until this day I have never spoke to anyone from management. Except when I tried calling the owner and he routed me back to Tes the manager in which I still have never spoken with. On or around sometime in October I came back to the store to pick my items up and to speak with Tes. However, she was on vacation and had left a note along with my items. I declined to take my items or read a letter. I found that to be quite rude and not personal enough for my taste, and just not a good way of doing business. Per Carole she stated she under stood and that she would let Tess know and would address my concerns with her again and advised me that she would have Tess to give me a call on that Thursday when she was to return from vacation. Tess never called. Which if Tes would have actually called me she would have correct information that she is reporting to the Revdex.com. As far as my communication with Carole there was never any dispute with her she simply works at the drycleaners I never became irate with her at anytime. I never refused to leave the IDS store there was never an incident. I actually have a voicemail from Carole after leaving my items and the letter. That was full of nothing but concern regarding my item. As well as I spoke with Carole on 11/28/16 regarding the accusations in this letter and she stated she never said any of this to Tes. WOW!! As far as me coming to the Stillwater location I did go there to get some answers. Being that I spoke with no one from St. Croix Cleaners management department besides the owner which I was routed back to Tes. Who never followed up with me and I became frustrated. However, I did agree with the owner to set up a meeting to get to the bottom of this situation. However, he stated that he would not meet with me in any office besides the Stillwater location which was out of my way. Again I felt this to be very unhelpful. I travel allot for work and this would be inconvenient. He then promised me that Tes would give me a call. Dave the owner never did come to talk to me directly he stayed in the back of the store, stating that he was too busy. Upon waiting for someone from the store to call, Tes. The police were called. However, there was no incident. I was not yelling and screaming. I did not get a ticket. I’m not a criminal and have never been fingerprinted nor been in jail. Dave the Owner just did not want to deal with the situation. This should have been resolved in September. I am the same person that has been waiting for a call from a supposedly reputable store, from September until November. Patiently waiting to hear back from someone regarding my damaged items without calling every day or week. I figured if I went into the store maybe our issues could be resolved. NO luck with that. Yes, the Police were called and the Police are the ones that advised me to report the store to the Revdex.com and or take the cleaners to small claims court. And that is when I reached out to the Revdex.com. My dress was originally $895 and my pants were like around $200. So yes $200.00 is very insulting. I see that I will have to take this store to small claims court. This now seems to be a defamation of my character. I did not yell and scream at the IDS store nor did I at the Stillwater location. I simply wanted my issues to be addressed and my damaged items to be replaced. Also I have all of the voicemail's and phone communication as well as my phone log showing all calls received from St. Croix Cleaners as well as a call from Carole after the fact of being accused of acting in a less then professional manner in the IDS store. Which would prove that the incident that was written to the Revdex.com never happened. Please HELP! However, it looks as though we will be in small claims court. With the items showing the damage incurred by the cleaners. No hand washed item by a leather specialist would damage the leather nor the lining like these items I also have messages from the employee from the restoration dept as well as a message from Sam another St. Croix employee. All items that were dropped off had full instructions to handle with care as did the jeans attached in the picture. Also I never received a $200.00 check Dave spoke about it and it was spoken about in this letter but I never saw it.
[redacted] is correct we have mislabeled his shirt and have lost it. We have numerous controls in place to ensure that we label clothing correctly so we can get it back to the appropriate person. The process includes many manual steps and in this case the controls did not catch the mistake....
We have communicated with [redacted] our error and have requested a little time to hopefully discover or have the shirt returned to us by another customer. We know that getting the shirt back is the desired outcome and that is our goal. To this point, we have not located the shirt. We are sending a check to [redacted] for the full amount of the shirt (requested tracking number will be communicated to [redacted] on 6/30). The shirt was lost while it was in our care and we are taking responsibility for it. In the rare instances that we lose or damage items we always work the customer to be fair. I sincerely apologize to [redacted] for this anomaly with our service. Dave [redacted], Owner, St Croix Cleaners
On 8/8/2016 customer [redacted] brought in 7 dry cleaning pieces to our store located in the IDS Center Building at [redacted], Minneapolis, MN. Ms. [redacted] picked up and paid for 6 of the items at the store on 8/18/16. The 7th item was the Yigal Azrouel dress, which was...
being hand cleaned by our specialty department and would be ready on 9/02/16. Ms. [redacted] was aware of this and had agreed to the hand cleaning of the garment at time of drop off. The dress was completed on 9/02/16 and picked up by Ms. [redacted] on 9/12/16. On 9/12/16, Ms. [redacted] picked up and paid for the Yigal Azrouel dress. There were areas of dye migration near and around the small areas of black leather trim onto the white material on the dress. Our Certified Cleaning Specialist that worked on the dress, had attached information and a letter to the dress explaining how and why this happens and that further attempts to remove the small amount of dye transfer would only cause it to migrate further. This is something we commonly see in our industry and is a result of a manufacturing quality defect where the black dye on the leather trim was not properly set by the manufacturer. When exposed to steam during the hand dry cleaning process, the black dye migrated. The dress had been properly hand dry cleaned per the recommended care method. On 9/20/16, Ms. [redacted] brought both the Yigal Azrouel dress and the Helmet Lang pants (picked up on 9/12/16) back to the IDS store location. She spoke with our store manager, Carole. She was very upset. She was not happy with the cleaning of the dress. She was also upset that while the pants had been dry cleaned per the manufacturer’s care instructions, much of the sprayed on metallic finish had lifted off. The store manager, Carole said that she would send them to our Customer Service Director to evaluate. Our standard procedure for garments that a customer is unhappy with the cleaning results – is to send them to Dry Cleaning & Laundry Institute (DLI) for an independent laboratory analysis. The DLI is the recognized industry authority on how and why a garment performed or failed during cleaning and why. The Customer Service Director, Tes, communicated to the store manager, Carole, that we would send both of Ms. [redacted]’s garments to DLI for analysis to ensure that no improper cleaning method was used / performed on our part. If there was, we would be certain to work with the customer on compensation. The DLI analysis was performed at our expense. This was communicated to Ms. [redacted] by our store manager, Carole. The two garments were sent on 9/27/16 and returned to St Croix Cleaners with the DLI independent analysis by 10/10/16. The analysis showed that both garments had been properly cleaned and that the unexpected results were due to lack of quality control / improper methods at time of construction on the part of the manufacturer. Copies of each analysis completed for each garment, along with a letter from us to Ms. [redacted] were sent back to the IDS store on 10/11. In the letter, we shared that while the analysis showed no improper cleaning methods were used – we felt badly about the situation and wanted to be certain to compensate her for the cleaning cost of both garments as well as something “extra”. We wanted to keep her as our customer. We offered a $200 check as a goodwill gesture. This would cover the total cost of cleaning for both items ($9.26 for the pants and $33.52 for the hand dry cleaned dress) as well as offer something additional for the inconvenience. Carole left a message for Ms. [redacted] when the garments arrived to the store. On 10/27 Ms. [redacted] came to the IDS store to pick up her two garments. She was extremely irate. She stated to Carole that she refused to read the letter or the garment analysis. She stated to the store manager that due to the value of the garments that she should have received a call from the owner of the company and refused to work with the store manager. Ms. [redacted] conducted herself in a highly unprofessional manner in the store, using a raised tone of voice – yelling and making a scene. She refused to take her clothes, read the letter, or the analysis. She stayed in the store for some time using a raised tone of voice to Carole, acting in an unprofessional manner that caused other incoming customers to leave the store and refusing to accept Carole’s help, read the letter, read the analysis or accept the $200 we were offering as a gesture of trying to keep her as our customer. Ms. [redacted] left the store and refused to take the garments with her or work on a solution with Carole. Ms. [redacted] stated that she would only speak with the owner and she wanted full compensation for her garments. Carole contacted Tes and let her know of Ms. [redacted]’s behavior and that she could not work with her due to her unprofessional behavior in the store and causing customers to leave and/or not be serviced. Carole sent the two garments to Tes at our main facility in Stillwater. From that time until 11/17/16 there were a series of phone calls to and from Ms. [redacted] with Tes, the owner, and other team members at our Stillwater location. We have phone records available to show the number of calls, messages left and/or conversations with Ms. [redacted] regarding this matter. Tes did leave message(s) for her sharing that while we felt badly on the matter, we did feel that we were being fair in our gesture of $200 and to please confirm the address we could send her check and send her garments back to. Ms. [redacted] continued to call and state she was not interested in speaking with Tes or Carole. She was only interested in speaking with the owner. On two occasions, the owner did leave her voicemail messages, sharing that Tes would help work with her and to please work with her on the matter. On 11/17/16 in the afternoon, Ms. [redacted] came into our store located at 5843 Neal Ave. N in Stillwater, MN and proceeded to yell, speak in a raised voice and act in a highly unprofessional manner in our customer lobby. She was demanding to speak with the owner and/or Tes. Tes was not on site that day and the owner was in a meeting. Due to Ms. [redacted]’s unprofessional behavior in our customer lobby, her refusal to leave the store and her refusal to setup a meeting with the owner and/or Tes, the local police were called to assist in diffusing the situation. Ms. [redacted] was yelling at our Customer Service Representative (CSR) demanding to know what door the owner was going to leave from because she was going to wait for him. The police were called because other employees witnessing the situation feared for the safety of the CSR and owners. Many other customer’s quickly left the business as Ms. [redacted] was yelling. A police report is available of the incident. Following the incident, Ms. [redacted] again contacted St Croix Cleaners via phone on 11/17/16 and was transferred to the owner. She restated the issue and stated that the company used ghostwriters to do the garment analysis that she had refused to read / open. She again refused to setup a meeting with the owner and/or Tes. The owner shared that the $200 check had been mailed on 11/14/16 to the address we had for her on account ([redacted], Mpls, MN). Ms. [redacted] said she was insulted by the offer and she wanted full purchase price for the garments. She did state she wanted her garments back and the conversation was ended. Her garments were sent the following Monday with the garment analysis via UPS to her address.
On the day that [redacted] put through the transaction we had problems with [redacted]'s credit card. Our Credit Card processor did not show receiving the money. [redacted] has been copied in the communication we have had with the credit card company. They did not have record of receiving the money yet...
[redacted]'s credit card clearly showed the money coming out of her account. We have spent hours researching and trying resolve this with our credit card company. We have sent [redacted] a check for the amount in question and apologize for the inconvenience. We tried to resolve quickly but we were relying on our credit card company for information and resolution. [redacted] has been made whole.
We would like the opportunity to remove the hair on the blankets. We accept responsibility for the blankets having hair on them. If we can not remove the hair to the customer's satisfaction we will work with her to come up with a fair resolution. Pendleton wool blankets are...
high quality and to dryclean them does not ruin them due to loss of fibers. The hair would be removed using a lint roller and we would then dryclean the blankets one more to ensure they are in great condition. We are sure these blankets have emotional value to the customer and we want to return them to her in great clean condition.When the customer had a conversation with John he listed the steps we would go thru to resolve. We start with trying to fix to customer's satisfaction getting our management and cleaning specialists involved. If in the outside chance we can not resolve, then we will (as a last resort) work through a settlement to buy the damaged garment at a fair price based on age and condition. When John explained steps she came in immediately took the blankets and said she wanted a check to buy new blankets. We just want the opportunity to make this right.We would really like to have the opportunity to restore the blankets to a great clean condition and we would reimburse her for the cost of cleaning plus and additional $50 for the inconvenience. I apologize for the blankets coming in contact with another blanket which had hair on it. Please contact me at ###-###-#### and I will coordinate to get this resolved promptly.Dave [redacted]owner
Mr. [redacted], My name is John [redacted] and I work with St Croix Cleaners. I received the complaint from [redacted] complaint ID [redacted]. I have left a message for Mr. [redacted] to let him know we will be sending him a check for $50.00. Thank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do not believe, however, that this business should continue to receive and advertise an A+ rating from the Revdex.com.
I am rejecting this response because:I again contacted Pendleton customer service. The representative told me that "wool fibers have an element to them that really holds on to animal hairs". That is why the hairs are so embedded in the blankets. The representative further talked with their in house textile expert and the Dry-Cleaning and Laundering Institute. "Lint rolling would also result in additional fiber loss." In addition, this would be the THIRD DRYCLEANING! These blankets do not have "emotional value" as Mr. [redacted] somehow assumed, rather they have quality value. The reason I purchased them in the first place. St. Croix cleaners has depleted the value of the blankets. St.Croix cleaners failed the first time. St. Croix cleaners failed a second time. And St. Croix cleaners breached their agreement. The day after the agreement between John and myself, I received a message on my telephone from John stating: "We are going to make the blankets look like new." I was furious that he had breached our oral agreement and was telling me how the situation would now be handled. Making something "look like new" is quite a different circumstance than being new. I picked up the blankets to prevent any further changes to them, and told John that if he did not hold to the agreement I would be filing a complaint in small claims court. I decided to start with Revdex.com first. My desired outcome remains exactly the same as stated in my first statement to Revdex.com. [redacted]
I am rejecting this response because: I would not have agreed to spend $ 270.00 dollars if she was not certain the stain would come out ,I did try to remove a small area of the stain myself ... but with no luck . I should think if you tell someone that you can or cannot remove the stain that you would testIt first. Most cleaners would have tested it first. I think she lied to Me.