Tower Cleaners

[redacted] has been a member of the Revdex.com starting in New York and now a member in New Jersey since relocationThis is in response to a complaint filed by Elizabeth Tracy, the client, regarding a sweaterA reply was mailed out on the [redacted] of January, but after having received another notice, we are sending a follow up replyThe customer had picked up a sweater which she claimed was damaged and unwearable and demanded full reimbursement; however, the garment was not in fact damaged, but the size was the issueWe had recommended that we would try to re-block the sweater, a process of stretching the material, back to its original size, for which she agreedThe customer also initially agreed to drop off a sample sweater, which is of the same make, size, and fabric for comparison at our plantAt first, she refused to leave the sweater and only allowed our attendant to take pictures and measurementsWhen shown the re-blocked sweater, she started to complain about the sleeve being too short, and demanded full reimbursement againWhen we tried requesting the sweater per our original agreement for comparison, she refusedFrom our initial findings, we believe we had remedied the situation but without an actual sweater we could compare it to, it has become a situation of repeated requests made by us, and refusal from the client and only demanding paymentIn the end, we had advised her that without her dropping off a sample, we would not be able to process this claimI believe that we had made every effort to resolve this matter amicably and our last request was answered with a complaint to the Division of Consumer Protection

Review: I had brought my [redacted] jacket to New Tower Cleaners at the end of October 2013 for cleaning before the winter season. At that point, my jacket was less than a year old and had only been worn for 3 months after receiving it as gift on 12/**/12. When I picked up the jacket in November right before Thanksgiving, I brought it home and noticed a small spot next to the left hand pocket. I brought it back to New Tower Cleaners and immediately the shop's owner refused to acknowledge the spot, said very few words and when I asked what type of chemicals they use in the dry cleaning process, she didn't know. Because of the vague response, I brought the jacket to a separate cleaner for advice and the cleaner had said the spot indicated loss of color in the fabric. I went back to New Tower Cleaners with my findings. The shops owner asked if she could have the jacket to test the spot. I agreed, but before giving the jacket to New Tower Cleaners, I took several photographs of the jacket and made copies of the original [redacted] invoice and tags from purchase. I also made copies of the receipts from New Tower Cleaners. I brought the jacket back to New Tower Cleaners and provided copies of all the jacket's documents. She said they would only test the spot. I asked her to mark the spot with a piece of tape, I took a photo and received a receipt that explicitly is marked "test only." I returned to New Tower Cleaners on 12/**/13 to pick up my jacket expecting to have a conversation about how to proceed in resolving the spot. To my surprise, she said they "cleaned" it again, the jacket is wearable and this is no longer up for debate. When I inquired about the "test only" receipt, the owner of the store physically turned her back on me. This is a very expensive garment, and throughout this process I remained professional while documenting with photographs. There's still a spot on my jacket and it did not have a spot when it was originally dropped off for cleaning at New Tower Cleaners.Desired Settlement: Because there's still a spot on my jacket and it did not have a spot when it was originally dropped for cleaning at New Tower Cleaners, it is New Tower Cleaners' responsibility to rectify this situation in a professional manner. I want my jacket restored to it's original condition when I dropped it off for cleaning. I'm open to having the jacket sent to [redacted] for repair or replaced if necessary.

Consumer

Response:

At this time, I have not been contacted by New Tower Cleaners regarding complaint ID [redacted].

Sincerely,