ComplaintsforPorter's Fine Dry Cleaning

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Nov. 4th 2021 at 3:28pm, I dropped off a Bright Red Full Length (past the waist) Duck Down Jacket with Hood at Porters located at 518 Benton Rd., Bossier City, La 71111, XXX-XXX-XXXX. I have only worn this jacket maybe a couple of dozen times so it looked great except looked a little 'normal' dirty around the collar and sleeve cuffs so I wanted to have it cleaned and looking new again. A lady named **** assisted me. She gave me a cost of $36.24 and told me it would be ready late the next day or that I could pick it up the following Monday, so I paid in advance and told her to have a blessed weekend and I'd see her Monday. I drove to Porters Monday Nov 8th in the afternoon and met with Ms. ****. Immediately after I mentioned to her I was picking up my jacket, she told me that the jacket had been stained black all over it by the dry clean process and that they wanted to clean it 'One More Time' and that I could pick it up on the following day (Tuesday). She never showed me my jacket at that time. On Tues. I saw my jacket and told the lady it was unacceptable! **** came up and after I told her the same, she quoted "Bet you would not have noticed if I hadn't told you! Right?" How condescending & unprofessional. All I said to her was that the black throughout the jacket was Very Obvious. She said I'd have to call her Mgr the next day. Well, when I called I was put off with a promise of a return call that never happened. The next day I called and was told by **** to pick up my jacket and they'd issue a refund on cleaning price. I thought they may have cleaned it again. She said she was leaving and that the other lady will assist me. I picked it up, came home and removed the cleaners plastic bag and saw my jacket was ruined by all the black throughout the 'Once Was Bright Red' material!! I felt taken advantage of and thought I was out of luck with a now ugly jacket. Now it's Nov 19th and still No Refund, So I'm filing this complaint for justified compensation

  Business response

  12/28/2021

  Business Response /* (1000, 5, 2021/12/03) */ Contact Name and Title: **** ***** G.M. Contact Phone: XXXXXXXXXX Contact Email: *****@porters-cleaners.com Mr ****** dropped off his Malbourgh down jacket to Porter's Cleaners. We cleaned it by manufacture care label. The jacket came out with black spots all over. We recleaned jacket and some of the black came out but not all. Porter's followed care label instructions the manufacture stated. We also notice that the feathers in jacket were black inside jacket. We followed manufacture care label so Mr ****** needs to bring it back where he bought it Consumer Response /* (3000, 7, 2021/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mr. ****** I'm not sure, but I truly don't believe that you had personally seen my jacket before or after the dry cleaning process that your business provided me. My jacket looked almost new as I had only worn it maybe 20 times or so. A nice bright red with just a little dirty dinginess around the collar and cuffs was all. Now it is ruined. As for the "Manufacturer Care Label", it does not give specific dry cleaning instructions as you seem to imply, but Only states "Professionally Dry Clean Only". So, the only "Instructions" you must be referring to, are "Porter's Instructions" from experience cleaning duck down filled textiles? Also because you had to clean more than once, the abundance of dry clean chemicals I'm sure were used to remove heavy staining/discoloration may have stripped the down feathers of their fat/oils that are essential for the jacket to be effectively warm. Either way sir, mistakes happen now and then, but my jacket is ruined because it is Mostly a very dingy black with Some bright red just here and there which really makes it look like it is very dirty and would be embarrassing to wear. *I would like to change my initial resolution proposal of a "Replacement Jacket" and hope that you will feel that this would be a very fair compromise for both of us. Since my jacket originally cost $249.00 and it is lightly used, I hope we can come to a fair compromise of refunding the cleaning charge of $36.24 which I was promised and never received, and a small compensation of $75-$100 that I can at least put towards another winter jacket of comparable qualities. It is my only cold weather jacket but I have not worn it since bringing it home from Porter's. I'm sure that both of us would like to remedy this without any more litigation, so if you could spare a few moments of your time on an upcoming afternoon, I would be happy to have a professional, courteous sit-down meeting with you personally and I would bring the jacket for you to personally see our situation. I do sincerely appreciate your time (and BBB's) Thank you! Business Response /* (4000, 9, 2021/12/21) */ We will split the difference with Mr. ******. We will mail him a check for $125.00. As Mr ****** noted the manufacture care label did state Professionally Dry Clean Only which is what we did. I know manufacture's don't stand behind their product so we will help him out. Consumer Response /* (2000, 11, 2021/12/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the compromise that the business has already provided. Thank you BBB and Porters

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