Complaints

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They destroyed my comforter with shams. They Never offered any resolution.

  Business response

  07/24/2024

  The customer had a comforter and 3 pillow shams that were brought in originally on 09/21/23 The order was ready and picked up on 09/26/23.  Customer then contacted our ************* Manager after pick up advising that she was not happy with the cleaning.  She was offered a re-do and brought the items back in on 9/27/23 and the re-do was done.  She picked up the order on 09/29/23.  Her account was notated that if she brought it back or called again that she could bring it back in for a claim and we could review for damages.  Our company policy is all damages need to be reported with in 72 hours.  We can extend that by a week or even two.  At this time,10 months later we have no way to validate the damage was caused by our cleaning process. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thursday, 11/16/23 at 2:09 pm I took 2 brand new pair of pants to Sage for alterations (shorten legs). Brooklyn J checked me in and clearly entered "2pcs" on receipt #*********. A Sage seamstress had me try on both pair and marked the legs with chalk for the new lengths. He also entered "Tue 11/21/23" as pick up date.When I went to pick them up they only gave me one pair. I insisted they find the other pair. The cashier (I think it was Brooklyn J again) could not find then and called another employee who insisted I only had one pair. I showed her the receipt clearly marked "2pcs" and she insisted I was wrong. She said they would look in to this issue. Today I received a text message as follows:Hi *****, This is ******* with Sage Cleaners. We only had the one pair in for hemming. Your ticket had 2 items because the seamstress had another customer's pants in her hand and our CSR erroneously thought both were yours. We have completed a full audit of orders from that day that included pants and all pairs were accounted for. We will not be reimbursing you for a pair of pants however we did waive the cost of hemming the pair you have picked up.As I indicated above this is absolutely incorrect!

  Business response

  12/20/2023

  We do barcode every garment that is brought in and although his ticket was entered as two pieces that was done in error by our CSR.  We did a full audit of all tickets taken in on the day he came in for the fitting and all pairs of pants were accounted for. A picture of the pair that was counted as his was shown and ***** did confirm they were not his.  When asked for additional information such as brand or color he was only able to tell me they were a dark color.  We did comp the cost of alteration on his one pair as a final resolution. 

  Customer response

  12/20/2023

   
  Complaint: 20956381
  
  I am rejecting this response because:
  When I first checked in to Sage I had 2 pair of new slacks to have the legs shortened and the person checking me in clearly marked my receipt "2pcs". He told me to take them to a small room where a seamstress clearly measured me in the two pairs of slacks.

  When **** informed me that my order was ready I went there and was only brought out the 1 pair. I asked for the other and the person checking me out went in the back to look for the other pair; he couldn't find them! He brought out a women who argued with me for some time, saying I only brought in one pair. I asked for the seamstress to be consulted and was told she was no longer with ****. My wife can confirm that I took 2 pair to Sage. I assume the seamstress mixed up 2 orders and mislabeled one. The woman at Sage continued to argue but I can swear an oath that there were 2 pair and my wife can confirm. The fact that **** did not charge me for altering the 1 pair cannot be considered to make up for the purchase price of the second pair of slacks.

  
  Sincerely,
  
  *************************

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This complaint is due to the poor customer service and second set of lost clothing at your dry cleaners. This is the second time they have lost our clothing items. This is an unacceptable second occurrence and we demand monetary reimbursement. I have made calls and have traveled been back and forth to the above location for over two weeks as they attempted to locate the last part of my order that ******* called to tell me was ready for my pickup on 08/04/23 at 4:04pm. This was 4th part of my 4 orders left 07/17/23. No one can locate my order and today ******* who returned the call that she promised yesterday, her remedy was a store credit for our 4 items of $200.00. I explained that a store credit is NOT acceptable as we are not utilizing your services again for yet a THIRD lost set of clothing. It is clear there is problem with **** and we are not going to keep allowing your cleaners to lose our clothing. Second, her credit is an insult as the 3 of the 4 missing items are mens ***************** button down dress shirts that retail for $109.00 and up EACH. Her calculation of a credit of $40.00 each is NOT acceptable. ******* said ******* that ******* was new and perhaps whoever does have our dry cleaning may bring it back. It is their problem and we should not have to wait for some customer to bring back our clothes. We expect a full monetary reimbursement of $380.00 for the 3 men dress shirts and the 1 ladies dress shirt. I expected a call from the President of Sage Cleaners or his representative to advise when we can expect our check. I will be providing a negative customer review on all media channels expressing our dissatisfaction with your company and service as well as the Better Business Bureau.It is lunacy to believe they can lose our clothing, essentially steal our clothing, AGAIN and then offer us half the value of said clothing as a credit for service that your company clearly cannot provide with any confidence. No one has contacted me.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Mid-January 2023, I entrusted Sage Cleaners with a meticulously maintained Burberry Trench Coat, which, despite being rarely used, had been in my possession for six years. I followed up multiple times phone/in person to no avail. February 21st, I received a call from the proprietor, ***** *****, who acknowledged his failure to communicate effectively and expressed his apologies. ************** disclosed that my coat had suffered extensive damage during their custody, rendering it unwearable. He assured me that he was actively engaged in resolving the matter and promised to provide an update by the end of that week. Unfortunately, no such follow-up communication occurred.In my persistent pursuit of a resolution, I managed to establish contact on March 16, when ************** called and sent a confirmation email. In our conversation, ************** informed me that he had conducted research on various second-hand online retailers to ascertain an approximate replacement value for the irreparably damaged coat. We mutually acknowledged the inherent risks associated with such retailers, often **** with counterfeit items. The closest estimate he found for a similar item on those platforms was $350.00, taking into account the visible wear and tear evident in the provided photographs. It is worth noting that the original purchase price of my trench coat exceeded one thousand dollars. I subsequently corresponded with ************** twice via email, but regrettably, received no response despite his earlier assurance that he would personally address this mishap. After multiple unsuccessful attempts to reach a resolution, I received an unacceptably **** call on May 17 from a representative named *******, who asserted that they would issue a check for a mere $125.00 as compensation. I promptly informed her that such a proposal was unacceptable, as ************** had previously assured me that I would be adequately compensated for the value of the coat.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ive been waiting almost 2 months. owner **************** replied. ******* is giving me rub around. ******* no call back. ruined pants and havent returned them or replaced.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August/ 10/2022. I left a few peices of clothes at Sage cleaners, the ******* location, including two brand new designer shirts, one ***** and one versace, both with their original bright colors specially on their collars. When I went to pick them up, got back a completely ruined shirts.Specially the collars of the shirts, were ruin. Color were faded in the versace collar also a white line in the middle of the ***** collar, that wasn't there before they got the shirt. I asked to talked to someone and left the shirts on the cleaner so they can take a look at it and see what happened. A week after I had to call *******, the person they transferred me because I didn't have any call back with an answer. She and the business did not take any responsibility, First she blame it to the wear and tear, 2 brand new shirts and second to the manufacturer instructions on the label. When the versace clearly said hand wash only.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩