Swan's Cleaners

Review: I brought several silk dress shirts and 2 dresses here to be cleaned, and one top with a small tear to be sewn. When I picked up the items, I noticed that the tear had not been fixed and that several tops still had stains on them, and brought these shirts back. She apologized for the tear and told me that she forgot, and that she would do it, but she said that the stains on the other tops would not come out but similar stains were easily removed by another cleaner so I do not trust that they actually made an effort to remove the stains. Two days later, I pulled the plastic wrap off one of the dresses in order to wear it to work. I noticed that there was a weird white powder on one of the sleeves. I then tried to undo the zipper at the back to pull the dress on, and it was stuck about 4 inches down. When I looked inside the dress to see if it was caught on the fabric, I noticed that the zipper was cemented shut with this same strange white powder. I immediately brought the dress back, and they claimed that the zipper was old and that they put chalk on it to make it smooth. He then tried to demonstrate how "smooth" the zipper now was, and it would not go past 4 inches down! I told him that it was a brand new dress that I had only worn once, and then he claimed that the zipper was cheap, and that because it was cheap it broke when they cleaned it and they had to put chalk on it.This is in no way a cheap dress; it is a brand new Anne Klein dress and was in no way cheap or old. I asked for a refund, and they refused! Both the man and the woman working there YELLED at me and said that it was in no way their fault, even though I had absolutely not asked them to touch the zipper, just clean the dress! They would not give me a refund, and then insisted that I needed to pay for them to install a new zipper! Terrible customer service - rude, impatient and an absolute refusal to apologize... not to mention forgetting to sew the tear, stained clothes, and the bizarre chalky zipper.Desired Settlement: I would greatly appreciate an apology, a refund for the cost of cleaning the dress and the other clothes, and a new zipper free of charge. I also would just like to let other people know what a bad experience I had here. Thank you very much for your help with this matter.

Business

Response:

Dear [redacted],

Thank you for your recommend. It is very sorry that we do not have refund policy. When we have this complicate situation, we have tried re-services for the clients satisfaction. We will the change the zipper by new one. It is sure that it was not damaged by our services. We are service business. We are best for our clients. Because we send the garments to another cleaners which do service for my drop-off store for sports care. They do not care well sometimes. Please tell her bring back to us for re-services.

thank you for your time.

Sincerely yours,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I actually brought the dress back to another cleaner who was able to fix the problem, so I will not be bringing the dress back to Swan's, but I appreciate their apology and offer to replace the zipper free of charge and understand that they outsource their cleaning to a company that may not be as careful as they should.

Sincerely,