Sun West Solariums & Spas, Inc.

I am rejecting this response because:There are several inaccuracies in the description of events that the owner is providing, based upon what his spouse and employee are relaying to himFirst, I was never asked, or did tell them anything about the size of the comforter, only that it was downFrom the front of the counter, I cannot see what they are entering into their systemWhen I took the receipt, I was in a hurry, and only verified the description as downMy comforter was removed from it's duvet cover on their counter, for the first time since it had been purchased, with the assistance of the owner's wifeAs the photos depict, the duvet cover could not have accommodated a king-size comforter, and I have no information as to why the owner's spouse would have entered that information into their systemI did not provide it, enter it into their system, or was I asked to verify itThe onlyconversation that we had was that she was unable to tell me with any degree of certainty, whether or not they could clean the duvet coverI elected not to leave it there for cleaning, as well as a leather jacket I had brought in because she had much the same response, and indicated that they send out specialty items to another business to clean on their behalfThis was my first time using this facility, and since the comforter was in new condition, I felt comfortable that they should be able to provide the minimum service that it required. Secondly, I never requested to, nor did I ever step behind their counter and inspect their inventory or storeTheir in-house video surveillance system will verify this factI have no idea what they did with my comforterThis is a blatant lie.Although, the owner states that the size of my duvet "closely" matches the size of the comforter that they are trying to swap mine out for, there is no way to get past the fact that the one they are presenting as mine, is four inches too long, and four inches too wide, to fit inside the duvet coverIt simply doesn't fitAdditionally, there is a huge difference in the price differences of these two productsMine cost me $150, where theirs is likely $brand new, and wouldn't have been worth the cost of cleaning in the first place. Additionally, in an attempt to resolve the issue with them, I did call my daughter, whose comforter this belonged too, to see if she had any informationHer response was that she had no idea, as she has never seen it outside of the duvet coverWhen the owner's spouse requested to speak with my daughter, I declined, as still is only thirteen years old, and they had already shown themselves to be to be volatile and unstableA down comforter, that is consistently kept inside a duvet cover, does not require frequent cleaningsSince it had never been cleaned, there is no explanation for the condition of the tags on this second comforter, other than it is older, and has been laundered many times, as is evident by the condition of the fabric as wellWhen I asked how the owner would explain the severe damage to the tags, he stated that it was from sun damage throughout the years, despite being enclosed in a high-end, dark fabric cover, kept in an inside bedroomNow his response is that he had to clean it twice? It had no stains on it, which is why I chose to leave it with them. Somehow, my twin-size down comforter became an old, tattered, cotton full-size one, with no way of fitting back into the cover that they themselves took it out ofThere are no inconsistency in the information that I provided to them, they simply are unwilling to examine the information, and be responsible for losing my propertyI left, as it became clear that they only wished to be argumentative and had no interest in returning my propertyThey told me that my options were to sue them in court, or take the comforter they were offering

On 8/29/2016, two receptionists in Elite Cleaners received a pillow case and comforter for service from customer [redacted]. When inquired about the size and material of her comforter, Ms. [redacted]l stated that her comforter was King-size and made of down material. At the time, Receptionist 1...

created an invoice based on the information provided by the customer without checking the comforter itself, as she trusted that the customer knew these aspects of her comforter. Receptionist 1 made the first invoice as shown in Figure 1. On 8/30/2016, when we were cleaning the comforter, we discovered that the size of the customer’s comforter was not King nor was the material down, as the customer had initially described. By the appended Bedding Size Chart (Figure 3), King-size comforters are either 102”X86” or 102”X94”. The size of Ms. [redacted]l’s duvet cover, which is 64”X84,” closely matches that of Twin, not King, as shown by the chart. At Elite Cleaners, the term “Full-size” is used to describe the bed size of Twin, Twin XL, Full and Double. As these changes resulted in a price reduction from $45.00 to $32.00, we generated a new invoice with the correct size and price, as shown in Figure 2. Additionally, the comforter was washed for a second time due to the abundance of stains. In the morning of 9/2/2016, when Receptionist 2 was working, the customer came back to pick up her items. Receptionist 2 explained to the customer about the changes in the invoice that were made. However, the customer refused to pick up her comforter, stating that it was not hers. Even though the customer acknowledged that the size of her comforter was Full and not King, she continued to state that the comforter was not hers because the comforter was made of polyester, when she thought it was down. Additionally, she stated that the tag was more worn out than it was prior to our service, which was why she believed that the comforter was not hers. She requested to physically come behind our counter and inspect other customer’s comforters to see if Receptionist 2 had mistakenly given her another customer’s comforter. Receptionist 2 allowed the customer to do so, upon which she found that none of the other customer’s comforters were hers. The customer continued to deny that the product was hers, and stated that she wanted to speak with Receptionist 1. After Receptionist 2 told the customer that Receptionist 1 will be working in the afternoon, the customer left the shop. In the afternoon of 9/2/2016, when Receptionist 1 and I were working, Ms. [redacted]l came back to our shop, and continued to refuse to pick up her comforter for the same reasons stated above. She also stated that her comforter was new. When Receptionist 1 requested for the original receipt of purchase to verify this claim, Ms. [redacted]l stated that she could not provide it to us because the comforter was purchased four years ago. She also stated that the comforter was never cleaned in those past years, which was why the label should not have been as faded as it was after our service. We explained to her that the comforter was washed twice to remove excess stains, which was why the label was faded. Furthermore, the detergent that we use is strong enough to fade many labels. Despite this explanation, Ms. [redacted]l continued to demand us for a Full-size comforter made of down. She then proceeded to state that the comforter was not hers, but in fact, her daughter’s, and told us that she will ask her daughter through phone to verify her claims about the condition of the comforter. When we requested to speak with her daughter directly, Ms. [redacted]l contradicted herself by stating that her daughter could not provide us with any information on the comforter because she was only thirteen years-old. Despite our numerous attempts to clarify her misunderstanding, she continued to demand a Full-size comforter made of down with a new label, while threatening to sue us and taking photos of our shop.