ZIPS Dry Cleaners Fredericksburg, Virginia

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:As I noted in the initial complaint, I was at the store several times following the damage to my coatI spoke to the manager who claimed to have looked into the incidentI would assume that the manager had discussed his decision to deny responsibility for the damage with the owner.
This letter is asking me to return to the store for a 4th time. Several employees and the manager have already seen the coat and discussed it with me In addition, what is the owner proposing once I come to the store? I am simply confused by this response and would request to understand the purpose of me returning to the store yet againThank you very much
Regards,
*** ***

Complaint: ***
I am rejecting this response because:------- Forwarded message
----------From: Revdex.com of Metro Washington DC Date: Mon, Oct 24, at 8:AMSubject: Fwd: ID # ***- Zips Dry CleanersTo: *** *** ---------- Forwarded message ----------From: *** *** Date: Mon, Oct 24, at 8:AMSubject: ID # ***- Zips Dry CleanersTo: "[email protected]" I am writing because this case was closed despite no action taking place from the business (and I guess for some reason you needed my response of "I'm still waiting..." to keep it openOn 10/13, I received this message: ---"Good morning .We called the customer on 10/11/and his suit is in the store and need some work on it.We will update *** *** when the suit is ready for pickup.Thank you so much.Lathy A***"---As you can see, they did contact me, and they are attempting to fix the issue - but they haven'tThe "we will update *** *** when the suit is ready for pickup" has not happenedAs such, I had nothing to update and this was closedI would certainly like to see it remain open until the problem is fixed, because this is the EXACT issue with this businessThey do not communicate anything with me, and it was only after posting repeated negative criticism on their *** page that they finally took any actionNow I'm still left in the same position I was in weeks ago, except I had them tell me they found my suit and needed to get it cleaned by a special cleaner since they ink-damaged my suit.Please reopen the complaint until it's ACTUALLY resolved. Thank you,-***

Hi ***.I never received any call or voice mail after I sent you the first checkHowever , I will call the Bank to stop payment for this check and send you anther one I will send you a Certified mail this timeI need your address pleaseyou can send this to me direct . Thank you for your business.Lathy A***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I was not told anything about a $discountI came three times to pick up the comforter: the day after it was supposed to be done, three days later, and then the following dayThen they had to fold it up and put it in a bag when I asked for it It was so obvious it was not cleaned, in fact it looked like it had been laying on the floorI washed it myself as I have done before and it is nice and clean
Regards,
*** ***

The customer need to give us a proof of purchase and we will process the claimThe customer can mail the proof to the store address on the receipt.Thank you.Lathy

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***The company only provided half the cost of the shirt and took over monthsIt's still a horrible establishment in my opinion
Regards,
*** **

Hi, *** *** complaint *** We have offered to replace the zipper. We also reached out to *** *** and they could replace the zipperThey can but it will also not have the *** *** Logo on it. Below is a copy of the chat with *** ***. We are still
willing to replace the zipper. General InfoChat start timeJul 13, 11:33:AM ESTChat end timeJul 13, 12:09:PM ESTDuration (actual chatting time)00:36:35OperatorOliviaChat Transcriptinfo:Thank you for choosing to chat with us.An agent will be with you shortly.info:You are now chatting with Olivia.Olivia:Hello ***,Olivia:How are you today? Olivia:Which store did you contact?***:washington dcOlivia:I'll be right with you.Olivia:Thank you for waitingI'll be with you in just a moment.***:Thank youThe customer I am trying to help wants the zipper to have the *** *** pull tab for the jacketShe doesn't want an "after market" zipperThats why I am having trouble finding a place to get it doneOlivia:I'm sorry for the delayI'll be right with you.Olivia:How old is the item and what item is it?Olivia:are you a store employee? ***:its a lightweight jacket with a full zip up the front***:I work for a dry cleaners and am trying to help one of my customers***:I am not sure of the age of the garmentI don't think it is super new***:But despite the age of the garment, I am wondering if there is any service that is offered to replace the zipper with an "official" *** *** zipper***:with or without a chargedoesn't matterjust trying to get it replaced for herOlivia:I understand most stores do not have zippers that say *** *** on them to offer, the zippers we offer are from the same place. Olivia:One moment pleaseOlivia:May I have the digit number that begin with ** Olivia:from the tag ***:***Olivia:This is an item from 2015, we would fix the zipper but again we do not have that exact kind of zipper to provide. ***:okay so it wouldnt have *** *** listed on the zipper pull right?***:it would just be a plain zipperOlivia:Yes, this is correct. ***:okay thank you very much for your helpinfo:The chat transcript will be sent to:***@***zips.comat the end of your chat.God Bless

We've reviewed the complaint against us that was made to the Revdex.com by a *** * ***As a representative of the motel I would like to describe our side of the matter.On July 2nd *** *** checked in to the motelHe reserved a room for nightsWe showed him to his
room and asked him multiple times if everything was alright and let him know that if he needs anything at all we were ready to help himHe stated more than once that the room was sufficient and he was happy with his stayHe slept one night in the motel with no complaintsAfter the first night he came into the office claiming that he had to cut his vacation short due to a family emergencyOnce again he failed to mention any issue he had with the motel.We offered him a refund for the second night but he requested a full refund although he stayed a full night at the Lu Fran MotelWe believe that he should pay for the night that he stayedIt is unreasonable to expect a full refund when he never came to us with any complaints or issues with the motelHe proceeded to threaten us over the phone, and tried using negative reviews and a complaint to the Revdex.com as leverage over us to refund us his moneyWe feel as if we are being bullied into giving him a refund as he could hurt our reputation as a nice motel in Wildwood.Furthermore, his complaint contains information that is clearly and has no evidence to support itHe starts by saying the rooms are filthy, however if he had an issue with the cleanliness of his room I would have personally taken care of it on the spotHe continues to write about structural issues with ceilings, walls, and doorsThis argument has no basisThe motel is inspected regularly and there are absolutely no structural issues or hazardsSome of the refrigerators are a bit old I'll admit, but they are all coldWe are constantly renovating and buying new appliances, including refrigerators and air conditioners.We appreciate your professionalism in this matterYou could email me back at *** or call me at *** ***Thank you.Regards,Michael Y***Assistant ManagerLu Fran Motel

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to contact me and perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Good morning,I just received our customer claim from the store manager I will send the check in the mail today.Sorry about that, I will call my customer today. Thank you

To Ms***, I am sorry to hear about a bad experience you had at ZIPS. I did get a chance to inspect the coat and in order to process a claim I would need your ok to first send the coat to an independent lab for analysis. I did notice some damage on
the coat in terms of holes. I am not certain if that happened because of any negligence on our part or weakened material. It is entirely possible if the holes were smaller and the material already weakened, those areas could be made larger in cleaning. That is something the independent lab can take a look at. They can also take a look at the fading issue you are speaking of on the lining. If we are found to be at fault we will be happy to reimburse you for the value of the coat. We clean hundreds if not thousands of *** *** every year. Almost all of them say right on the label "Do Not Dry Clean" If your coat was dry cleaned there is a very high likelihood it would come out extremely hard like it had heavy starch and extreme color fading as North Face sprays some kind of coating on them and I guarantee, that you would be very upset It is our responsibility to follow suggested care procedures from manufactures to ensure we clean garments according to their specifications so they are not damaged. Please let me know if I can send your coat to the labThe website for the lab is *** and click on products and services, garment analysis lab & app to learn about the independent lab Thank you, Jeffrey AL***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I am a good recurring customer I bring to items to this location in one trip.I have a selection of clean garments ready to wear My designer grey sweater jacket is well constructed.I don't not rip my clothing on and off ramming my fist through the sleeve The rip is shown on the outside of the upper bicep This item was dragged and ripped through ZIPS process and to return it to a good paying customer damage is unacceptable.make this insinution Please remebust me the cost of my damage designer sweater jacket

** *** *** garment was located on 11/4/He was called and returned to the store to retrieve the garment on 11/4/We consider this matter resolved.Tina S GM

After reviewing your customer history of your last visits I have confirmed that you had had coats washed on all Your most recent visit even said right on the ticket laundry and so did the other We did not hide anything as the transparency was right in the reciept.It will cost me around $to send the coat to the lab to see if there was weak material and fading issues but you declined I am happy to send you a check for that amount plus $for any inconvenience However, without sending the coat to the lab that is the maximum I can offer which is higher than the maximum allowed on the back of our receipt

Good morning ,WE explained to our customer that this is a third party operation We are working with *** *** to have them send a claim form for her itemWhen we receive this claim form, we will call our customer to came in and fill out the form with *** ***I will have the store manager
contact when *** *** send the claim paperwork.Thank you.Lathy A***

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it
before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***

Hello, The customer and I recently discussed this claim, before we even received the complaint. We apologized to him for not resolving it sooner. After explaining to him that with our tremendous volume, even our extremely low error rate results in occasional garment issues. The customer was...

very understanding, and was mostly focused on the time it took to process the claim. We have since been working on our process to ensure that claims are handled faster and more efficiently. In the end, the customer and I agreed on a credit amount that satisfied both of us, and we parted on what I believed to be good terms. We hope to deliver this customer and all others with great service, quality, and value.  Thank you,Ziyad S[redacted]

We have contacted the customer directly and resolved her situation. If you have any further questions,please don't hesitate to contact me.Sincerely, Brett V[redacted]

May 4, 2015With regard to this claim: I would like to apologize, we did take in this comforter and it was not ready when the customer came in to pick it up, There is no excuse for that it should have been ready. Not as an excuse but simply as an explanation, our franchisor ran a promotion...

for $5 off on comforters and we were flooded with triple our normal volume the week the customer came in the store. Still, the work should have been done and it was our fault that it was not.I can assure you that the comforter was cleaned but we also understand that the customer feels it was not. We have offered to clean the comforter again and until she is satisfied and we have also offered a store credit but we are not willing to refund what she paid as we have spent resources and labor to clean and package the item. It is our hope that we can resolve this amicably. We will certainly clean the comforter again at her convenience and I can place a store credit on her account for $10 to make amends for the comforter not being ready and also for her dissatisfaction with the initial cleaning. Personally, I want to say that I am sorry there was a problem, f will do what I can to restore our business relationship.
John R

Good morning ,The claim department sent [redacted] the check number 1205 in the amount of $112.00 on 7/10/2016.I try to call [redacted] multiple times on his day time number , It is a clinic number and I could not get through.I would love for [redacted]  to call me at ###-###-#### so I can apologize...

to him myself and thank him for his business.Thank you.Lathy A[redacted]