ComplaintsforVick's Cleaners

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I drop off 4 articles on Tuesday may 28th at Vicks cleaner #009 on 6425 N 9th Ave when I went to pick up the article 1 white long sleeve dress shirt was missing.i have made 5 attempts since too resolved this issue with no success.i spoken with a manager name mina 5 days ago who said she would pass the complaint on, however every time I call back I,am told she not there.do i want to leave a message.i want this resolved without filing it in small claims court.

  Business response

  07/16/2024

  Mr. *******s Issue was resolved some time ago with his item returned to him cleaned and pressed.

  We have confirmed this with Mr. ****** .

  Customer response

  07/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21839190, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Joseph ******

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A lady's pants suit was taken into Vicks cleanser on March 18, 2023 for cleaning. I was told that it would be ready within three days (March 21, 2023). However, when I returned to pick up the suit, I was told that the suit was not ready but to come back in two days (March 23, 2023). I returned to pick up the suit in two days paid for the cleaning and took the suit home. On March 23, I tried the suit on and discovered that the zipper of the blouse was broken, the pants were wrinkled on one leg and snagged near the zipper. The next day, March 24, I took the suit back to the cleaners and showed them the damage. I was told that those areas were damaged when brought in but that was not true. I left the suit with Vicks with the intention of Vicks repairing the damaged areas. I have yet to receive my suit. Dates of retuning to pick up my suit and told that it was not ready are April 10 and April 17, On April 27, I spoke with Carolyn and was told that the suit was no longer at that location. i was also given a number to call. I went to the location on Navy Blvd. and spoke with the supervisor Mina. I was then told that the zipper on the blouse was already broken, but that was not true. I was also told that the snag on the pants near the zipper could be repaired. I returned on May 1, 2023 to pick up the suit but was told that the suit was not ready. On May 16th, I received a call from Alley and was told that the suit would be repaired (she would take care of it). I attempted to call Alley on several occasions but was told that she was not available. As of today, June 21, 2023, I still do not have my suit (pants and blouse).

  Business response

  07/12/2023

  The items in question were returned to the customer as we repaired the item at our own cost.

  Every garment has a life expectancy as we tried to explain when the item was dropped off originally it was notated at the time that the stitching at the top of the zipper was coming undone. Typically stitching undone at the top of a zipper will result in further damage during cleaning or wear. The associate that tagged in the garment  put extra steps in with a dated time stamp that it was damaged the zipper breaking is the result of the zipper handle falling off due to the stitching undone at the top. We also did a repair on the pants the alteration specialist pointed out that the loose stitching inside the seams of the garment show a natural wear and tear that occurs over time.

  We are not responsible for the occurrences as a courtesy the item was sent for repair the time frame extended past reasonable  time as she was originally told we are not responsible. The client harassed the company to the extremes in bulling tactics and refusal to accept our documentation. Our company policy states we cannot be responsible for inherent weakness in fabrics. Due to the nature of dry-cleaning we make sure our staff notate every item that has a slight damage. This garment was notated. The zipper was not broken when she dropped it off but the stitching holding it in place was as well as the stitching holding the pants together.

  Both items were repaired and returned to customer.

   

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our clothes are ruined. Our suits were washed and not dry cleaned. Clothes had dog hair all over them. Wife's pleated dress has all of them ironed out. Totally ruined. All the suit jackets are ruined due to them being washed. There is stains in our clothes and food particles left on them. The clothes also have an odor when we picked them up. Very, very unprofessional work that was performed. We are requesting reimbursement for the price of our ruined clothes. Told the store about the problem that evening and they said someone from corporate would call us and we never got that call. Called back on May 24 and the manager in the Pensacola store hung up on us. We have been getting the run around since Friday, May 20th when we picked our clothes up from the Gulf Breeze Proper store. Tried to speak to the owner but no one knows how to get ahold of anyone in the ********** family. We are saddened about the loss of our clothes and request to get this resolved immediately. Thank you in advance.

  Business response

  07/21/2022

  Business Response /* (1000, 9, 2022/07/06) */ To whom it may concern, When we were first alerted that this customer had an issue on the evening of Monday May 23, 2022. We had the Customer Care Associate convey to the customer that the manager of all the stores would be in contact with her on Wednesday May 25, 2022 to resolve the issue as she would be out of the office on Tuesday May 24, 2022. On Tuesday May 24, 2022 the customer called the main office and the Customer Service Administrator tried to assist the customer with concern and kindness to resolve the issue. The Customer Service Administrator was met with a verbal assault, filled with screaming and refusal to give any information, requesting we call the associate, who had assisted at the location where she had picked her garments up, that the associate could tell the Customer Service Administrator what was wrong with customer's garments. The Customer Service Administrator tried to explain to the customer that the requested associate was off duty. If the customer would explain the issue to her she would be more than happy to assist her. The customer then hung up on the Customer Service Administrator. The Customer Service Administrator then tried to reach back out to the Customer and could not reach her. The Customer Service Administrator then reached out to the off duty Customer Care Associate to try to gain information about the issues. The Customer Care Associate did relay all of the information the customer had given. The only information he was able to relay was that we "ruined" her garments by "eating over her clothes, and putting her dog's fur into the garments". The Customer Service Administrator then tried again unsuccessfully to reach the customer. On that same day at 4:12 pm we received an email from the customer stating we had ruined their garments "by washing them, that they had an odor to them, and that we had put dog hair on them". On Wednesday May 25, 2022 the Manager tried to reach out to the customer at 10:30 am using the phone number on file and was unsuccessful in her attempts, however she did leave a voicemail asking the customer to call her back so she could help resolve the issue. The Customer Service Administrator also responded to the email from the day before at 11:58 am letting the customer know that she was sorry their phone call had been disconnected the day before and she had escalated the situation to the manager who had left a voicemail. The Customer Service Administrator also let the customer know that we take having an upset customer very seriously and would like to resolve this complaint swiftly, and requested the customer return the garments in question to the store where they had been picked up, in order for them to be sent to the office for evaluation. The Customer took the garments back to the store several days later, but would only allow the Customer Care Associate to photograph them and would not let him send the garments down for evaluation. The Customer Care Associate informed the Manager who then reached out several more times to not only the phone number we had on file leaving several voicemails, also to a secondary phone number provided by the customer with no voicemail attached for her to leave a message. The voicemails let the customer know that in order for us to properly evaluate the garments in question we would need them to be sent to the office for our team to be able to handle them, which unfortunately a picture was not something we could use for evaluation. On June 7, 2022 at 1:33 pm we received another email from the customer stating they had taken the garments in question back to the pickup location and have not had a response from us. On the same day at 5:19 pm the Customer Service Administrator emailed the customer letting them know that the Manager had been trying to reach out to them using the phone numbers from their account and left voicemails, and that she would be trying to reach out to them again the next day. The Customer Service Administrator also requested the customer let us know if there was a different phone number the Manager should be contacting them on so we could resolve the matter. On June 10, 2022 the customer reached out to the Manager on the office line at 10:40 am. Once the Manager was finally in contact with the customer she again explained she needed to have the garments in her possession in order to properly have our team evaluate the garments in question, but would like to know the customers concerns about each garment so she could take notes before taking possession of them. The customer told the Manager at 10:44 am that her son was "growing like a weed" so she needed to know how long the process would take. The Manager informed the customer the length of the process could vary but the sooner we had them in our possession the sooner we could resolve the complaint. The customer then started describing the issues to the manager telling her at 10:46 am that we had "shrunk her son's suits by washing them instead of dry-cleaning them." The customer then told the manager at 10:49 am that we had ironed out all of the pleats in her skirt, the manager explained to the customer that all pleated garment are sent through a steam tunnel and we do not iron anything with pleats. The manager then asked the customer if the skirt had permanent pleats, or pressed in pleats. The customer was unsure so the manager explained that permanent pleats are sewn in at the top to keep the pleats permanently, and pressed in pleats are pressed in by the manufacture and are supposed to be set for the life expectance of the garment which is up to the manufacture, but is typically two to four years. The manager asked the customer how old the garment was and the customer told her it was 20 years old. The manager explained to the customer that was a vintage garment and that the pleat setting would in fact start to fall out with age. The customer then refused to give any more information over the phone and wanted to meet with the manager immediately. The manager informed the customer that she would be happy to meet with her at the location the garments had originally been dropped off at, but was unavailable that day to do so, the customer then gave the manager a third phone number to reach her at after the manager had a few minutes to find time in her schedule. The manager called the customer back leaving a voicemail letting the customer know that they could meet Monday June 13, 2022 between the hours of 9:30 am and 10:30 am. The customer called the manager back letting her know that would not work for her, so the manger asked if Tuesday June 14, 2022 at 1:00 pm worked to which the customer said she could not make it, but that her husband could meet the manager at that time and date. On June 14, 2022 the manager meet both the customer and her husband at the pick-up location at 1:07 pm as traffic had held her up to which she had called the store and had the Customer Care Associate on duty convey to the customer the managers apologies for running behind on the agreed upon time. Once the manager arrived at the store the customers started telling her about the complains they had. The first complaint was that we were unable to get the mildew smell completely out of their garments (the mold and mildew was present at time of drop off). The customer then shoved a black skirt into the managers face telling her to smell it, when the manager told the customer that she did not smell any mildew but was happy to redo the garment at no extra cost to the customer, the customer refused and said that we never cleaned any of her garments in the first place because they do not have a "fresh scent". The manager then explained that with dry cleaning fluid you will not have a "fresh scent" as it is not laundry detergent and is hypo allergenic, so it has no scent for people that are sensitive to scents. The customer then showed the manager several black garments with fuzz and fur on them which the manger apologized for and corrected the issue immediately by lint rolling all of them. The next complaint was that we "washed all of her garments instead of dry-cleaning them and had shrunk them and made them dingy" all while repeatedly telling the manager that her son had outgrown almost all of his garments because he is growing like a weed. The manager then explained to the customer that the garments in question would never have been laundered instead of dry-cleaned, that what she was seeing was a garment that needed to be repressed. As the customer was being combative the manager then moved on to the next issue which was the 20 year old skirt that had pressed in pleats that had "been ironed out". The pleats are still there, they are just starting to loosen and fall out due to natural age, and wear and tear. The customer's next complaint was that we were unable to remove old set in stains, and that we "ate food over her garments". The manager explained to the customer that we do not ever have fo Consumer Response /* (3000, 12, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) First and foremost, I am an ordained minister and a disabled veteran. There was and is no hostility going on with Vicks Cleaners. We want what is just and right for our situation. Vicks has even stated that the clothes need to be redone now that alone shows that there is a problem. The clothes cannot be simply fixed if they have shrunk. Our son can't even fit his suit jackets because of them being shrunk. I understand that no business likes to admit to a mistake and pay a customer for damaged goods but sometimes it happens, and this is one of them. Vicks was trying to say that our clothes were old, but the truth is that those jackets are only about four to six months old. We respectively request payment for clothes that were damaged. We don't want them to redo our clothes. We will pick up our clothes when they allow us to along with hopefully payment for the damaged goods. As far as Vicks saying they didn't receive payment for their services, we have our receipt to prove that we paid the amount of $136.17 prior to receiving our clothes from them otherwise they would not let us walk out of the store with unpaid items. To conclude we know that there is an admitted problem with the clothes, and we only want what is just and right in regard to the damaged goods. We will gladly show how much the suit jackets cost because like I said we not too long ago purchased them. So again, we thank you for your time and patience in this matter and look forward to resolving this matter as soon as possible. Thank you in advance. Business Response /* (4000, 14, 2022/07/11) */ We have offered the customer a redo on the pressing multiple times and have been meet with screaming and hostility as the manager has explained in her Email. We do believe that we could have tried to repress some items but the manager was INSTRUCTED "do not redo my clothes do you understand me" by the customer. The Customer has been so aggressive and unreasonable we are no longer offering her our services moving forward. Our policy with a complaint has always been to offer a customer a redo at no charge, to handle any issues if we find an error has caused damage we will replace the garment in accordance to the guidelines set forth from the Dry-cleaning and laundry institute. Our goal is the do our best to help with our customers' needs. The customer has not given us a proper conflict resolution opportunity's and has demanded payment for items we cannot see where the company has been at fault in destroying or shrinking .The customer has explosive communication with unrealistic expectations. We believe this makes for poor and unattainable satisfaction or safe working environment for our employees. Items have been returned to the store with a letter explaining our findings of the multiple garments that were in question. Along with the managers letter of trespass for any and all future business. We cannot resolve this customers complaint as we believe it to be fraudulent. Consumer Response /* (4200, 16, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) In regards the company reply we simply want the garments that were shrunk to be replaced. No one has any hostility or screaming as they quoted. If the items have to be redone, then obviously there is a problem with them. There is no need to redo any item that is shrunk because it won't fit in the first place. We requested to see this written company policy that they speak about in this regard, but they never produced one. I would like to also see the written guidelines from the Dry-Cleaning and Laundry Institute on this matter since this article was brought up. I don't feel that these are unrealistic expectations just consumer rights. The right thing to do is just correct the wrong by replacing the damaged goods and the problem is solved. Thank you in advance.

*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. ↩