Tops Drive In Cleaners

The allegation that our business damaged the complainant's son's suit jacket is inaccurate. We in fact check every piece of clothing that comes through our cleaners before anything is done to the clothing. The suit jacket was damaged on the shoulder near the collar and was not easily detectable...

until you lift up the collar. As is our protocol for any clothing we find is damaged upon close inspection, we set aside the suit jacket. Our database of customers is maintained in part by their telephone numbers. That is why the complainant was asked her telephone number when she dropped off the suit. We did not call her about the damage because it is our practice to wait to show the customer. We have found from previous experience that conversations regarding damage we have found on the clothes is more productive in person than over the telephone. It is our honest practice to return any clothing that came to us damaged in the exact state it came to us in unless the customer permits us to clean or repair it. That is what happened here, which is why we cannot pay for the suit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While I appreciate this response and the fact that the owner's daughter contacted me (via phone) after she responded to my complaint on this site, the matter is still unresolved. I have received a phone call in the past form the cleaners regarding my clothing, so the fact that all conversations regarding clothing are had in person doesn't really apply. I understand that their protocol may have changed, however a phone call asking to me in to chat in person never happened either. I walked in to pick up a clean suit, only to learn that the jacket was ripped and unwashed. The bottom line: I am not trying to get anything other than what I had before using Tops Drive-In Cleaners as a service. I went in with a perfectly new suit and I left with a damaged suit. When I discovered the rip in the suit jacket the owner of the cleaners was horribly rude, there was NEVER an option for repair (they have an in store seamstress), there was NEVER even an opportunity for a conversation. Only dismissiveness and denial. I have dealt with this establishment for many years and it's upsetting that they are unwilling to work with a loyal, paying customer. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I have been a customer of TOPS Cleaners for about 15 years and I've experienced a couple of negative experiences over the years but have decided to give them the benefit of the doubt until today. They damaged my son's custom tailored suit, claiming that I brought it in that way. The owner was very, very rude and unprofessional. When I dropped the suit off the owner asked for my phone number, which, I assume is protocol and used to contact customers if there's an issue (ex: damaged item). Before dropping the suit off I checked it from head to toe (it was in perfect condition) because, as stated, I have actually had previous issues with TOPS. When I went to pick up the tailored suit the owner informed me that the suit jacket was not washed because it came in damaged. This is 100% not the case as this is a suit that has only been worn 4 times. When he brought the suit over he was patting the jacket and wiping what looked like dust off the collar and shoulder. When he put the jacket down on the counter I noticed a tear in the lining and material of the collar/shoulder. I explain that the suit was certainly not damaged before entering the door however he was extremely rude and passive - stating he's "not paying for anything because the suit was damaged when it came in". I was asked to provide my phone number when I dropped it off, but NEVER received a phone call about damages to the suit. He also mentioned that he would check the cameras installed throughout the store for footage regarding the damages and asked me to come back in an hour. When I went back in for the second time he wasn't there, however he had his employee relay a message to me: "[redacted]". I asked to speak to the owner once again and I was told to come back for a 3rd time. On the 3rd time I was finally able to talk to the owner again, in which he told me "[redacted].Desired Settlement: I am not asking for anything more than what I initially went in there with, which is an undamaged suit that needed to be dry cleaned. The suit was $566.16 and I am asking for the full replacement.

Business

Response:

The allegation that our business damaged the complainant's son's suit jacket is inaccurate. We in fact check every piece of clothing that comes through our cleaners before anything is done to the clothing. The suit jacket was damaged on the shoulder near the collar and was not easily detectable until you lift up the collar. As is our protocol for any clothing we find is damaged upon close inspection, we set aside the suit jacket. Our database of customers is maintained in part by their telephone numbers. That is why the complainant was asked her telephone number when she dropped off the suit. We did not call her about the damage because it is our practice to wait to show the customer. We have found from previous experience that conversations regarding damage we have found on the clothes is more productive in person than over the telephone. It is our honest practice to return any clothing that came to us damaged in the exact state it came to us in unless the customer permits us to clean or repair it. That is what happened here, which is why we cannot pay for the suit.