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White Swan Quality Cleaners

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White Swan Quality Cleaners Reviews (3)

Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ My name is Jim Cand I am the owner of White Swan CleanersI have read Mrs [redacted] complaint and would like to take this time to respondI would like to start by stating I am sorry for how this situation escalatedI believe that if I were able to speak with Mrs [redacted] from the beginning that her expectations would not of been so highWater damage to garments can change them in many different waysI believe the different feel as she states is from water damageI would like to start with the white piece suit that was dropped off with brown water stains on both the right shoulder and chest areaIt was clear to our drycleaner that the stain was an oxidized water stainUnable to be removed with any cleaning method absent of waterI explained that to Mrs [redacted] and felt she was comfortable with my evaluationAs for the second suit I was very happy with how it turned out after cleaningI did not feel that either suit felt different after cleaningWe did not do anything different to Mrs [redacted] suits that wasn't done to all the pieces were are entrusted to care forI did offer to send her suits out to a third party examination service, at my expense, but she refusedLastly, Mrs [redacted] has been a valued customer but I feel we did our best to salvage pieces that were damaged from the beginning Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to MrCrendering: The piece white suit may have been water damaged in the area on the shoulder but not by meWhen I dropped the suit off there was no stain on the shoulderI told the associate that the suit had a mark in the chest areaIt was cause by meI accidently dripped something that I was eating on itIt doesn't have a water stain around it because I did not try to treat itThe mark looks exactly as it did when I brought the suit inThe other stain on the shoulder was not evident to me nor to MrC.'s associate as we would have noticed it when the suit was brought inEspecially considering that I pointed out the mark on the front of the suit and she inspected the rest of the suit As for the second suit, I'm not sure why MrCis happy with the way it turned outThe skirt looks to be new while the suit jacket looks years oldThough Mr Cstates that he cannot see the difference, everyone that I have shown the suits can including MrC.'s own staff In MrC.'s statement, he never addressed the suit shrinkage nor the lining hanging out of itI tried the suit on at the Tallmadge store and his staff saw and remarked that the suit had shrunkHe did not address that the suit jackets, did not look the same as the suit skirts My husband and I have patronized White Swan cleaners for more than yearsOur clothes have never been returned unsatisfactory, which I explained to Mr Cand his associatesI also told him, that I can understand that mistakes and accidents happen, as in the case with my suitsIt's obvious that someone made a mistake when cleaning my jacketsIt's made even more evident, because the skirts are perfect It's very upsetting to know that one of his "valued" customers mean so littleI assume, his customers only have value when they don't have a complaint! Final Business Response / [redacted] (4000, 12, 2015/11/09) */ I still believe the garments were treated professionally and returned to the customer properlyWhen garments have water stains from the beginning it is difficult if not impossible to return them to new conditionAll four garments were cleaned and pressed together which means what happens to one would happen to allIf I believed for one second that we did anything wrong I would be the first to compensate a customerOur history with the [redacted] family and the Revdex.com shows we take responsibility for our actionsAs Mrs [redacted] stated "they have been customers for years and their clothes were never returned unsatisfactory." I am sorry that she is unhappy but I believe in my heart we did the best possibleThank you

Initial Business Response /* (1000, 6, 2015/08/18) */
In early May this year, I spoke with a customer who felt that we had shrunk several of her husband's shirtsShe had spoken with a manager previously and asked that her dress shirts be drycleaned, not laundered, which would reduce the amount of
shrinkage in a shirtThey had again noticed an amount of shrinkage in their shirts and asked if their shirts were being washed againI had no definitive answer for her, but assured her that we make every effort to follow customers requestsI asked that she send me a couple of the shirts to examine
She sent me two shirts, one of which I identified as a brand that Kohls sellsI went to Kohls and purchased the same size and style of shirt and compared it to the customer's shirtIt was clearly smallerI then laundered the purchased shirt in the hottest water we had available and pressed it on the hot pressIt did not shrink at all
On May 7th, I emailed the customer service department at KohlsFollowing is the text of my email: "I own a drycleanersWe process hundreds of men's dress shirts every day, with very few complaintsI recently have had a customer who feels that her husbands shirts have been shrinkingAt least one is a croft & barrowI bought the same shirt in the same size to compare and it was definitely smallerWe wash shirts in warm water and no other customer has complainedIs the fabric in that brand preshrunk? Have you had any other questions regarding these shirts? Please advise how I should proceed with our mutual customer."
The response from Kohls on May 9th said, "I do apologize for the inconvenience you have experienced with the shirts that you have purchased from usI would surely feel the same way if I were in your situation***, please return the item to the Customer Service Desk of any Kohls store near you to receive your refundUnfortunately, we were not able to provide more information about the item because it is beyond our scope."
I called the customer from my cell phone and told her what the response from Kohls was and told her I would help her with the process, but that I would need to know how many shirts we were talking about and where they had been purchasedShe said she would put together a spreadsheet of the affected shirts and email them to meI then texted her my email address from my cell phone for her to send it to meI never agreed to pay for the shirts, I just wanted to gather the information so that we could proceed from there
A couple of months passed, and I did not receive an email or any phone call (she had my cell phone number)I assumed that since I had told her that Kohls said they would return the shirts, that she had taken care of it herselfI didn't realize she had ever responded until I received the Revdex.com complaint, and I went back and lookedThe email was from a different last name than what I had corresponded to her with and came July 9th, which is when I was on vacation followed by the hospitalization of a family memberI apologize that I didn't recognize the name and never read the emailFirst, the email lists ten shirts which included the two that I still hadIn her complaint to Revdex.com, she states that the number of shirts is twelveSecondly, in the email she said that I had asked for the list "so that we may be reimbursed for our damaged and no longer usable shirts"That is not what I saidI said we would work through the process of getting her shirts exchanged or refundedIn her email she asked that I return the two shirts that I hadSince I never read the email, I was still holding on to them waiting to hear back from herAt the end of her email, she added: "As we have previously discussed it is our expectation that your company pay to replace the shirts that it ruinedAlso as previously discussed, in the event we are unable to resolve this matter amicably, my husband (who is an attorney) intends to bring the matter to court." The customer may have made this statement, but that does not mean that I agreed to itI told her that I did not believe that we had done anything to make her husband's shirts shrinkI was not able to shrink the one that I purchased from Kohls using the process that we use with every other shirt that comes through our plantWe also have not had any other complaints of this type from other customers -- we process 5000-shirts per weekIf we were processing them incorrectly, there would be other complaintsThe only thing that I agreed with her about is that her husbands shirt was smaller than the one that I had purchasedThis is why I reached out to Kohls to inquire about the shirtMens dress shirts are typically made with "preshrunk" material, so that they do not shrink when launderedPerhaps the pink shirt I had in my possession had been constructed of material that had not been preshrunkI wanted to assist her with the problem, but I did not agree to pay her for the shirts
After the complaint with Revdex.com was filed, I went back and located the email from the customerI saw her demand for the two shirts to be returnedThey were delivered back to her house by our delivery driver Monday, August 17th, so she now has the two shirts back in her possession and I am offended by the threat of a police reportThe several references to court are simply abuse of a system put into place to protect peopleAlthough I did not take responsibility for the problem, I acknowledged its existence and offered to help her in the process of getting new shirts or her money backKohls stands behind their product, and is willing to replace or refund the cost of the shirts
In conclusion, I acknowledge that at least one shirt of the customers is smaller than a new shirt purchased of the same style and typeI told the customer that I would assist her in getting her money back or new shirts to replace the shirts that she feels were damagedI do not appreciate that she chose to go this route with a complaint to the Revdex.com full of threats towards myselfIn the list she compiled for me, eight of the shirts were purchased at Kohls, so I suggest that she return them to the Customer Service Department there for a refundThe other two were listed from JCPenney and JabboursI'm sure they have similar return policies if she would like to inquire with those stores

Initial Business Response /* (1000, 5, 2015/10/23) */
My name is Jim C. and I am the owner of White Swan Cleaners. I have read Mrs. [redacted] complaint and would like to take this time to respond. I would like to start by stating I am sorry for how this situation escalated. I believe that if I were...

able to speak with Mrs. [redacted] from the beginning that her expectations would not of been so high. Water damage to garments can change them in many different ways. I believe the different feel as she states is from water damage. I would like to start with the white 2 piece suit that was dropped off with brown water stains on both the right shoulder and chest area. It was clear to our drycleaner that the stain was an oxidized water stain. Unable to be removed with any cleaning method absent of water. I explained that to Mrs. [redacted] and felt she was comfortable with my evaluation. As for the second suit I was very happy with how it turned out after cleaning. I did not feel that either suit felt different after cleaning. We did not do anything different to Mrs. [redacted] suits that wasn't done to all the pieces were are entrusted to care for. I did offer to send her suits out to a third party examination service, at my expense, but she refused. Lastly, Mrs. [redacted] has been a valued customer but I feel we did our best to salvage pieces that were damaged from the beginning.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to Mr. C. rendering: The 2 piece white suit may have been water damaged in the area on the shoulder but not by me. When I dropped the suit off there was no stain on the shoulder. I told the associate that the suit had a mark in the chest area. It was cause by me. I accidently dripped something that I was eating on it. It doesn't have a water stain around it because I did not try to treat it. The mark looks exactly as it did when I brought the suit in. The other stain on the shoulder was not evident to me nor to Mr. C.'s associate as we would have noticed it when the suit was brought in. Especially considering that I pointed out the mark on the front of the suit and she inspected the rest of the suit.
As for the second suit, I'm not sure why Mr. C. is happy with the way it turned out. The skirt looks to be new while the suit jacket looks 10 years old. Though Mr C. states that he cannot see the difference, everyone that I have shown the suits can including Mr. C.'s own staff.
In Mr. C.'s statement, he never addressed the suit shrinkage nor the lining hanging out of it. I tried the suit on at the Tallmadge store and his staff saw and remarked that the suit had shrunk. He did not address that the suit jackets, did not look the same as the suit skirts.
My husband and I have patronized White Swan cleaners for more than 25 years. Our clothes have never been returned unsatisfactory, which I explained to Mr C. and his associates. I also told him, that I can understand that mistakes and accidents happen, as in the case with my suits. It's obvious that someone made a mistake when cleaning my jackets. It's made even more evident, because the skirts are perfect.
It's very upsetting to know that one of his "valued" customers mean so little. I assume, his customers only have value when they don't have a complaint!
Final Business Response /* (4000, 12, 2015/11/09) */
I still believe the garments were treated professionally and returned to the customer properly. When garments have water stains from the beginning it is difficult if not impossible to return them to new condition. All four garments were cleaned and pressed together which means what happens to one would happen to all. If I believed for one second that we did anything wrong I would be the first to compensate a customer. Our history with the [redacted] family and the Revdex.com shows we take responsibility for our actions. As Mrs. [redacted] stated "they have been customers for 25 years and their clothes were never returned unsatisfactory." I am sorry that she is unhappy but I believe in my heart we did the best possible. Thank you.

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Address: 214 West Avenue, Tallmadge, Ohio, United States, 44278

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