ComplaintsforCleaners Depot Franchise, LLC

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my Mother of the Bride dress to this cleaners to have it cleaned/wrinkles removed. When I got it back, 4 days before the wedding, the back of the dress was stretched and the dress and zipper bowed out by a couple inches. When I put the dress on, it looks horrible, like i had a large bulge in my back. I took it back and they would not do anything about it, said it was the manufactures fault. I called a number of times to find out when the owner would be there, every time I was told he'd be there, I would go up and he would not be there. They also said it was the material, If that was the case, why didn't the whole dress stretch? it was just the back. The would not refund me for the dress or even the cleaning. The dress was unwearable. I had to scramble to find another dress.

  

  Business response

  05/31/2024

  Dear **** and BBB,

  
  Thank you for bringing this matter to our attention. We deeply value our customers and strive to provide the best possible service, so its important for us to address your concerns. I would like to express my sincere regret for the inconvenience and distress you experienced regarding your Mother of the Bride dress. I understand how important this garment was for you and the frustration caused by the issue you encountered.

  
  Upon reviewing the situation, Id like to clarify our position and the steps we took in response to your concerns: Assessment of the Dress: When the dress was brought to our attention, we thoroughly examined it. The dress itself was in good condition except for the zipper area, which appeared to have stretched. This kind of issue typically arises from the inherent quality of the material used in the manufacturing process. As professionals, we always handle garments with the utmost care, following industry best practices to avoid any damage.

  
  Offer of Refund: During our conversation, I offered a refund for the cleaning service as a gesture of goodwill. However, the primary issue seemed to be your request for a full compensation for the dress, which, unfortunately, is beyond our standard policy for manufacturing defects. Also, if the cost of fixing the zipper is reasonable, we would also be willing to cover the expense of having it repaired.

  
  Manufacturers Responsibility: Our equipment and cleaning processes are designed to be gentle yet effective, suitable for a wide range of fabrics. If a garments material fails to hold up under these conditions, it is typically indicative of a manufacturing issue rather than a cleaning mishap. We would never intentionally cause harm to any garment and take full responsibility for any damage incurred during our cleaning process.

  
  I am truly sorry that we were unable to meet your expectations in this instance. We strive for customer satisfaction and it is disheartening to hear that you were not satisfied with our service and response. We are committed to resolving this matter amicably and would still be willing to process the refund for the cleaning service, as initially offered, along with having the zipper part repaired if applicable. Our goal is to ensure that you are satisfied with our service and that the dress is restored to a wearable condition.

  
  Please let us know if there are any other ways we can assist you in reaching a satisfactory resolution. We appreciate your feedback and will continue to improve our services based on customer experiences. Thank you for your understanding.

  
  Sincerely,
  
  *********************
  Manager
  CD One Price
  **************

  Customer response

  06/03/2024

   
  Complaint: 21776447
  
  I am rejecting this response because: The dress was in perfect condition when it was brought it. Your cleaning process stretched and ruined my dress.  I find it hard to believe that the material in this dress was the problem. I'm sure you have cleaned other items of the same material that did not stretch the way you stretched my dress. It was not the material but your cleaning process and lack of taking care when cleaning it.

  Paying to have it fixed now is not a solve. The wedding that I purchased the dress for is over with. I had to quickly go buy another dress because of your carelessness in cleaning this dress.

  The only solve for me is to get a refund for the dress. 
  
  Sincerely,
  
  *****************

  

  Business response

  06/14/2024

  Dear **** and BBB,
  We apologize for any inconvenience it may have caused you. We follow the care label and process each garment very carefully. Sometimes, the material issues are not apparent when you buy it new, and dont surface until it goes thru couple of cleaning cycles. In this case, we have followed all our processes and we done the best we could. We appreciate your business and as token of our appreciation we are willing to give you $15 store credit to use it for any of the services we are offering. Thank you for your understanding.
  
  Sincerely,
  
  *********************
  Manager
  CD One Price 
  **************
  

• Initial Complaint

  09/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Re: Complaint - The Cd one Cleaners in ******* destroyed my shirt. The manager called me at phone number ************ (******) yesterday. She was not understanding and didn't care about my issue. She called my shirt a cheap $10 shirt from ******** She wasn't managerial at all. She sounded like a thug and refused to refund me for my shirt CD one Cleaners destroyed.

  

  Business response

  09/17/2021

  My mgr contacted me and said she had spoken with ***** and explained it was a wear and tear issue.  The fraying happens after time from bending at the collar. She said he wouldnt accept the explanation and asked if the owner could call. Once my mgr sent the picture, pls see attached, I agreed with her. I have owned dry cleaners for over ************************************************ for over 8 years.  We both are very familiar with what is our fault and what is wear and tear.  Once again, he didnt want to hear anything about wear and tear. I did mention it was a $10 shirt from ******* hoping he would realize it was time for it to be replaced. Nothing wrong with it being purchased at *******.  The brand is a brand only ******* carries.  Feel free to search online to verify cost and brand.  Clothing is not meant to last forever. We, as a dry cleaners, cannot be responsible and pay for the aging of clothing.  
  

  Thank you,

  ******

  Customer response

  09/17/2021

   
  Complaint: 15872661
  
  I am rejecting this response because: The shirt wasn't damaged when I brought it in to be cleaned. There was no tag on the shirt indicating damages as CD One has always done in the past when an item is picked up if they found it to be damaged prior to cleaning. The manager checked the camera while I was there to see if the shirt was damaged when I dropped it off and prior to being cleaned.The manger couldnt see any wear, tear or damage. The fact of the matter is that I have spent hundreds of dollars over the years at several different CD One Cleaners and I have never experienced this type of disrespect and lack of concerns for a customer. For a huge business to cry over a $10 shirt, as the manager described, there must be a serious problem with customer service and refunding customers. I never bought a collar shirt under ten dollars.
  
  Sincerely,
  
  
  
  
  *****************************
  

  

  Business response

  09/28/2021

  No problem to give customer $10.  This will serve as a reference that we will pay this one time. Customer needs to realize this is an area of common wear and tear.  Thank you. 

  Customer response

  09/30/2021

   
  Complaint: 15872661
  
  I am rejecting this response because: I paid more than ten dollars for the shirt. I will accept $20 or $20 store credit and apology.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cd one cleaner in ************* ** called and said my Beige pants were badly solved and they couldnt clean them I told them my pants wasnt solved when I brought them there two days ago so normally when u take garments there they look them over see if they can b clean we never had any conversation about my garment have been going to cleaner for a while never would I take a garment to cleaner if they could b clean not that kind of guy and it think the person was the manger only thing we talk about was I separated the laundry from dry cleaner and I have a pair of white shirt and told him to laundry he said no we need to dry clean shorts them u said **** in pants so we did look at my garment

  

  Business response

  08/27/2021

  Hello, So Mr.****** drop of some clothes to clean but some of them  pants were very dirty and feces  so we were not able to clean them .so we called him and told him that we are not able to clean your pants so whenever you came back for pick up your other clothes we will refund your cleaning charge money and we did refund him .but Mr. adward said we made those pants dirty but they were like that when he brought in so we  give him back his pants without cleaning it refund him his money.

  Customer response

  09/04/2021

   
  Complaint: 15776026
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************** just to say that the comments are lies and I Notice that my garments that were with pants were not clean and also I took pants to a different cleaner did not have issue and again why wasnt it check at time also it was the manger who check me in

  

  Business response

  09/07/2021

  We did not clean his pants and we gave him refund back because his pants was not cleanable and customer is agree that his pants was not clean. So how we can damage his pants without cleaning it. So in this case we are able to do any thing else.

  Customer response

  09/15/2021

   
  Complaint: 15776026
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************** Its obvious that something is going on thats not right because they just laid I did not agree to anything its obvious that youre lying thats why I call the Better Business Bureau And again just to let you know those pans were clean with no issues add another cleaners also my the group of garments did I bring ***** in a day as I wear them there are not properly clean whoever was managing that day I hope theyre not a manager no more because they are horrible and I actually I think the manager is the one that received my clothes that day so stop lying

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