Z Cleaners

We were able to make the first verbal contact with the customer on Tuesday, March 24.  After numerous emails from the customer to me, a Revdex.com complaint, and a [redacted] review . . . we felt she might be more receptive to a discussion if she got to speak on the phone with the actual employee(s) who...

assisted her when she first dropped off the robe for cleaning at Z Cleaners.The customer spoke with two (2) of my employees who had reviewed her red silk floor-length robe, upon receipt of the garment from her. [redacted] (who assisted the customer) and [redacted] (who assisted [redacted] with checking in the garment), explained that they had both noted the following "pre-existing" conditions with the robe:1)  3 stains at the lower front hemline (lower corner of the robe)2)  color-loss in the area of the staining . . . noticeable when you viewed the stained area from some angles (in-other-words, the color-loss could not be seen from some vantage points)3)  a large ring around the area of the staining, where the dye bled (wicked out) when the customer used water and soap to try to remove the stains, herself.The color-loss (specifically) was immediately noted on the ticket when the customer dropped off the robe with us.  Furthermore, the store manager and production supervisor ([redacted] and [redacted]) reviewed the status of the robe, prior to cleaning.  They too, witnessed the same (3) conditions, listed above.  In total, 4 employees plus myself, noted the pre-existing stains and damage to the fabric.[redacted] and [redacted] explained to the customer that the damage was caused as soon as she used water and soap (at home) to try to remove the stains, herself.  The customer said she didn't notice the color-loss, herself. But, [redacted] and [redacted] explained that it couldn't been seen from all angles.  Therefore, she may not have been fully aware of what she did.The garment is a red-dyed silk.  The manufacturer's label says, "Dry-Clean, Only"  . . . therefore, warning the customer that the use of water on this garment could harm it.  For further information from a reliable authority, you can go to [redacted]. The Dry-Cleaning and Laundry Institute discusses how wetting a silk (with water) and (especially) rubbing it, while wet, can break down the surface fibers.  The result is a frosty or chalky appearance in that area. Furthermore, it can/will become more pronounced, after cleaning. The fault is not the cleaning.  The fault (or cause) is the initial course of action (in this case, caused by the consumer).  The area had been compromised.  The ring around the area was evidence of the red-dye releasing upon water being applied by the customer.  In-other-words, it was bleeding out the red dye color.  This is an unfortunate circumstance.  In summary, we did nothing to foster the problem.  I wish the customer had called us . . . when she felt this was the case.  Instead, she filed a Revdex.com complaint (without warning) in the middle of the night.  We tried 4 times to contact her by phone.  It wasn't until I asked her by email to call us . . . so we could work this out . . . that she finally returned our call.  For that, I thanked her for the opportunity.  In summary, Z Cleaners did not damage this item.  The customer received it back in a much improved state.  The stains were removed.  The ring was removed.  The only thing that remained were the areas of color-loss (i.e.: pre-existing white spots), that could not be restored.  On March 24, this was reviewed with her over the telephone, by the employees who assisted her.   She appeared to understand.  She was asked by me, in a follow-up email, to contact me by Wednesday, Mar 25 if she had any further concerns or issues.  Today is March 27.  I have not yet heard back from her.  I still haven't seen the photos that the customer said she had of the garment, prior to bringing it in to us.  I can conclude that while she may not be happy with the outcome . . . she is now in agreement. I can be contacted for further information.   Before paying for the garment, I had reduced the price by $10, to assist the situation.Kind regards,[redacted]Owner/Operator

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was upfront in stating I created the water rings. I brought the robe in for this reason. I understood that the rings may or may not be removed, what I was not told is that color loss could occur nor was I contacted if color loss was spotted after I brought it in. The owner states the color loss was entered in the system upon my arrival..this is false. Both [redacted] (sales associate) and I looked over the robe to mark where the water spots were and saw nothing of the sort. The ticket I was given showed no indication of "color loss" in the notes nor was it discussed. I never saw color loss on the robe and it did not have a snag on it before it was brought in. An associate there named [redacted] stated that she saw color loss when she received the robe however; I was never contacted in regards to this. If there was indeed color loss as this company is stating, I should have been contacted and notified that the robe should not be worked on. I was not contacted before an attempt to clean the garment was made, this alone seems suspicious. 
If I would have been contacted before the cleaning took place for the color loss issue (they are stating was beforehand) then I could have witnessed the color loss they are stating I did. Instead I received the robe back and saw 3 white spots and a snag on it that both [redacted] (sales associate) and I did not see when I brought it in. If the color loss was there before it was cleaned then it shouldn't have been treated and I should have been contacted. [redacted] at the company apologized for not contacting me before the robe was treated. She stated they "assumed" that I knew there was color loss and that I couldn't see it from all angles. Again, there was not color loss when I brought the robe in. Also, the snag created when they cleaned it was never addressed by any employees or the manager at Z cleaners. When I confronted [redacted] and [redacted] about it they said "oh I don't know." I am not in agreement with this company, I still believe they ruined my garment. I have not responded because I am sick of the condescending emails I kept receiving from the owner [redacted]. I asked her 2x to stop emailing me and still she continued. I also received 4 phone calls from her employee [redacted] all on the same day. Regardless, I contacted the company the same day I received the calls and spoke with two employees there and let both of them know that since they are stating it was something I did, that I did not want the owner [redacted] to contact me any further. I told [redacted] (owner) I was not going to continue to go back in forth on this situation if that was her stance.  To address the $10 discounted charge: when my husband went to pick up the items for me he asked if they offered a military discount. The associate he was dealing with was not sure so she went to ask the manager and [redacted] came back. He also asked the associate if they got the water rings out and she stated "I don't know, I just know there is a white spot on it now." The associate then left and got the owner, [redacted]. She ([redacted]) then asked my husband if there was a problem and he was surprised as he was just asking if they offered a discount. He then proceeded to tell them that I told him the item was supposed to be $10-$15 and that it jumped up to $26 so this is why he asked about the discount. [redacted] then stated that the price I told him was incorrect and he said that that is what I had told him they quoted me. This is why [redacted] decided to discount the garment by $10. I was originally quoted a price of $10-$15 by the sales associate [redacted] on the robe, both on the phone and when I dropped it off. The associate stated that the only type of robe that would cost $20-$30 was a La[redacted] robe. My robe is not La[redacted] so I am not sure why what they were attempting to charge me the cost for that brand.At this point I do not expect anything from this company for ruining my garment as they keep pointing the finger at me. I do not appreciate being contacted numerous times especially after I told [redacted] (owner) to cease communication since they are not taking responsibility for the damage. I am responding to the message from the business because I feel it is inaccurate. I spoke with several dry cleaners here in the valley and they stated that when colored silk is treated by a dry cleaner for water rings/stains it can create color loss. This is what happened to my garment while it was at Z cleaners. A snag in the silk was also created by Z cleaners.
I do not accept the response made by the business as it is inaccurate. Also, I no longer want to receive emails or calls from them as they just continue to say I caused the damage.This message serves as a response to the owners message showing it's inaccuracy. I no longer expect a refund/repair from the company as it will not fix the damage done.  

Regards,

Review: I recently took my designer kimono 100% silk robe to Z Cleaners. It had 3 stains on it that I had pre treated with organic products. The stains were removed by me but were replaced with water rings around them. I explained this the sales associate and she noted it in the account. Four days later my husband picked up the cleaning only for the robe to return to me (not in the condition it was taken there in). The robe now had 3 white spots where the silk color was removed and a snag by one of the white spots. None of these were there when I brought it in. I even have photos of the robe before I took it in. The cleaners claimed that I rubbed out the color when I pre treated it but this is not the case. The white spots were not there when I dropped it off neither was the snag. Now my robe is ruined. The garment was not cleaned correctly nor was it taken care of while it was there.Desired Settlement: Ideally the robe would be replaced but I highly doubt that would happen. A refund for the damage is the next desired outcome.

Business

Response:

We were able to make the first verbal contact with the customer on Tuesday, March 24. After numerous emails from the customer to me, a Revdex.com complaint, and a [redacted] review . . . we felt she might be more receptive to a discussion if she got to speak on the phone with the actual employee(s) who assisted her when she first dropped off the robe for cleaning at Z Cleaners.The customer spoke with two (2) of my employees who had reviewed her red silk floor-length robe, upon receipt of the garment from her. [redacted] (who assisted the customer) and [redacted] (who assisted [redacted] with checking in the garment), explained that they had both noted the following "pre-existing" conditions with the robe:1) 3 stains at the lower front hemline (lower corner of the robe)2) color-loss in the area of the staining . . . noticeable when you viewed the stained area from some angles (in-other-words, the color-loss could not be seen from some vantage points)3) a large ring around the area of the staining, where the dye bled (wicked out) when the customer used water and soap to try to remove the stains, herself.The color-loss (specifically) was immediately noted on the ticket when the customer dropped off the robe with us. Furthermore, the store manager and production supervisor ([redacted] and [redacted]) reviewed the status of the robe, prior to cleaning. They too, witnessed the same (3) conditions, listed above. In total, 4 employees plus myself, noted the pre-existing stains and damage to the fabric.[redacted] and [redacted] explained to the customer that the damage was caused as soon as she used water and soap (at home) to try to remove the stains, herself. The customer said she didn't notice the color-loss, herself. But, [redacted] and [redacted] explained that it couldn't been seen from all angles. Therefore, she may not have been fully aware of what she did.The garment is a red-dyed silk. The manufacturer's label says, "Dry-Clean, Only" . . . therefore, warning the customer that the use of water on this garment could harm it. For further information from a reliable authority, you can go to [redacted]. The Dry-Cleaning and Laundry Institute discusses how wetting a silk (with water) and (especially) rubbing it, while wet, can break down the surface fibers. The result is a frosty or chalky appearance in that area. Furthermore, it can/will become more pronounced, after cleaning. The fault is not the cleaning. The fault (or cause) is the initial course of action (in this case, caused by the consumer). The area had been compromised. The ring around the area was evidence of the red-dye releasing upon water being applied by the customer. In-other-words, it was bleeding out the red dye color. This is an unfortunate circumstance. In summary, we did nothing to foster the problem. I wish the customer had called us . . . when she felt this was the case. Instead, she filed a Revdex.com complaint (without warning) in the middle of the night. We tried 4 times to contact her by phone. It wasn't until I asked her by email to call us . . . so we could work this out . . . that she finally returned our call. For that, I thanked her for the opportunity. In summary, Z Cleaners did not damage this item. The customer received it back in a much improved state. The stains were removed. The ring was removed. The only thing that remained were the areas of color-loss (i.e.: pre-existing white spots), that could not be restored. On March 24, this was reviewed with her over the telephone, by the employees who assisted her. She appeared to understand. She was asked by me, in a follow-up email, to contact me by Wednesday, Mar 25 if she had any further concerns or issues. Today is March 27. I have not yet heard back from her. I still haven't seen the photos that the customer said she had of the garment, prior to bringing it in to us. I can conclude that while she may not be happy with the outcome . . . she is now in agreement. I can be contacted for further information. Before paying for the garment, I had reduced the price by $10, to assist the situation.Kind regards,[redacted]Owner/Operator

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was upfront in stating I created the water rings. I brought the robe in for this reason. I understood that the rings may or may not be removed, what I was not told is that color loss could occur nor was I contacted if color loss was spotted after I brought it in. The owner states the color loss was entered in the system upon my arrival..this is false. Both [redacted] (sales associate) and I looked over the robe to mark where the water spots were and saw nothing of the sort. The ticket I was given showed no indication of "color loss" in the notes nor was it discussed. I never saw color loss on the robe and it did not have a snag on it before it was brought in. An associate there named [redacted] stated that she saw color loss when she received the robe however; I was never contacted in regards to this. If there was indeed color loss as this company is stating, I should have been contacted and notified that the robe should not be worked on. I was not contacted before an attempt to clean the garment was made, this alone seems suspicious. If I would have been contacted before the cleaning took place for the color loss issue (they are stating was beforehand) then I could have witnessed the color loss they are stating I did. Instead I received the robe back and saw 3 white spots and a snag on it that both [redacted] (sales associate) and I did not see when I brought it in. If the color loss was there before it was cleaned then it shouldn't have been treated and I should have been contacted. [redacted] at the company apologized for not contacting me before the robe was treated. She stated they "assumed" that I knew there was color loss and that I couldn't see it from all angles. Again, there was not color loss when I brought the robe in. Also, the snag created when they cleaned it was never addressed by any employees or the manager at Z cleaners. When I confronted [redacted] and [redacted] about it they said "oh I don't know." I am not in agreement with this company, I still believe they ruined my garment. I have not responded because I am sick of the condescending emails I kept receiving from the owner [redacted]. I asked her 2x to stop emailing me and still she continued. I also received 4 phone calls from her employee [redacted] all on the same day. Regardless, I contacted the company the same day I received the calls and spoke with two employees there and let both of them know that since they are stating it was something I did, that I did not want the owner [redacted] to contact me any further. I told [redacted] (owner) I was not going to continue to go back in forth on this situation if that was her stance. To address the $10 discounted charge: when my husband went to pick up the items for me he asked if they offered a military discount. The associate he was dealing with was not sure so she went to ask the manager and [redacted] came back. He also asked the associate if they got the water rings out and she stated "I don't know, I just know there is a white spot on it now." The associate then left and got the owner, [redacted]. She ([redacted]) then asked my husband if there was a problem and he was surprised as he was just asking if they offered a discount. He then proceeded to tell them that I told him the item was supposed to be $10-$15 and that it jumped up to $26 so this is why he asked about the discount. [redacted] then stated that the price I told him was incorrect and he said that that is what I had told him they quoted me. This is why [redacted] decided to discount the garment by $10. I was originally quoted a price of $10-$15 by the sales associate [redacted] on the robe, both on the phone and when I dropped it off. The associate stated that the only type of robe that would cost $20-$30 was a La[redacted] robe. My robe is not La[redacted] so I am not sure why what they were attempting to charge me the cost for that brand.At this point I do not expect anything from this company for ruining my garment as they keep pointing the finger at me. I do not appreciate being contacted numerous times especially after I told [redacted] (owner) to cease communication since they are not taking responsibility for the damage. I am responding to the message from the business because I feel it is inaccurate. I spoke with several dry cleaners here in the valley and they stated that when colored silk is treated by a dry cleaner for water rings/stains it can create color loss. This is what happened to my garment while it was at Z cleaners. A snag in the silk was also created by Z cleaners.I do not accept the response made by the business as it is inaccurate. Also, I no longer want to receive emails or calls from them as they just continue to say I caused the damage.This message serves as a response to the owners message showing it's inaccuracy. I no longer expect a refund/repair from the company as it will not fix the damage done.

Regards,

Business is poorly operated, very unprofessional. They make offers, discounts and withdrawal them before they are utilized by the consumer.