ComplaintsforGrainger's Cleaners

• Initial Complaint

  14/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 5/22 I took my Canada Goode coat to Graingers Dry Cleaners with no holes on it. I retrieved my coat on Dec 12/22. On removing the packaging on Dec 13/22 3 holes were noted on the right sleeve. I immediately phoned Graingers and spoke to a lovely employee named ******. She directed me to call on Dec 13/22 when ***** ************* would be on the premises. ****** called Dec 14/22 to ask me to bring my coat into Graingers for ***** to look at. At Graingers at approx 11:30 am ***** observed my coat and proceeded to tell that my coat was old and worn so this was to be expected. I reviewed with ***** that my coat is only 4 years old and prior to being cleaned by her service this past week it did not have any holes. She offered to repair it. I declined this offer letting her know that my Canada Goose warranty would be nul and void if repair work is done by anyone other than Canada Goose. I instead requested a refund for the dry cleaning bill which put the holes in my coat. She started yelling very loudly at me “You have some gall coming in here and asking for a refund on a worn coat.” I felt very threatened with her aggressive approach. I reiterated with her that my coat had no holes in it when I dropped it off and that I expected to be given a refund. She replied that this would not be happening and called the police. Two officers responded. ***** was unwilling to refund my dry cleaning bill. The officers retrieved my coat and advised me to file a claim with the ****** ********. I know that accidents happen but I expect reputable business to be accountable when they cause damage to someone’s property. This was a very disappointing encounter. As a consumer who was looking for a fair resolution to this situation it was not what I expected to be yelled at and to have police called. Many thanks for any assistance or advise that you can give on how to proceed. *****

  Business response

  14/12/2022

  We received a Canada Goose coat from the customer which was to be cleaned. She noted that there was a coffee stain that needed attention.

  We cleaned the coat. The customer returned and picked up the coat. She call back and said that there was a hole in the sleeve. I asked our employee to call her and have her bring it back so that I could look at the coat . 
  

  She came back with the garment. She didn’t comment on the cleaning but that she notice wear on the sleeve that she said wasn’t there when she brought the garment in.

  I inspected the area and said that it was normal wear and tear on a older coat. She stated several times that it was only 4 yrs. old and that it was $800.

  I offer to repair the approximately 1cm. hole which was very close to the seam. A very easy repair to do. I have been a seamstress for 55 yrs.

  She refused this option saying it would void her warranty with Canada Goose. That she would have to send it back for repair and that would cost her money for shipping. Actually the warranty does not cover normal wear and tear. Both sleeves and cuff showed signs of wear and tear. The right sleeve showing more as the customer is probably right handed.

  Canada Goose would repair the coat at her cost. She was unwilling to listen to anything I said. And if I didn’t give her a refund on her cleaning she would remain in the store until she got what she wanted.

  We had to call the police to have her leave the store.

  It was all totally unnecessary and unbelievable. Garments, especially outer wear, do wear on seams and cuff etc. in the normal course of use.

   We would have repaired it at no charge to her. 

   

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