Complaints

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or around Dec 26, 2023. I carried two items to ********************** *** *********************** One item to be clean and one item specifically to be pressed. Clerk retrieved my items and I picked the items up on Dec 28, 2023. I attempted to try one of the items on and this item white linen slacks had a stain of dark brown color on the inside leg, the color of the solid white pants are now like three different shades of white including two other stain marks. I was contacted by text message two times this morning. one time was an update stating" waiting for update from higher authority. After stating I was not in a position to go back and forth concerning how the stains became an issue for an item that had no stain marks whatsoever, upon drop off. A telephone call was initiated that call involved someone by the name of ******. I ask her to send me a message confirming what she told me over the telephone call. I am filing this complaint and as I file this complaint I do not have a document stating that the firm would send my slacks to a lab to determine if I caused the stains or their business caused the stains. I had no stains on the pants had never worn the pants mainly wanted the pants press for future use. Upon me taking slacks back to them. I was told that slacks would be sent for inspection and follow up soon. ****** said that my options were for them to try to rid the stains and send slacks to a lab to determine who caused the stains. Makes no sense to me. I was also asked what did I want done with the slacks .I would like to replace my slacks they are no use. The color has changed and there are three types of stains. 1. ***** stain on leg and two smears in different locations on the slacks.

  Business response

  01/22/2024

  Clean'n'Press asserts that the stains were not placed on the garment by their process.  The brown stain appears to be an older type stain that sometimes may originally be clear prior to cleaning but may darken due to the drying process.  This is called a caramelized sugar or oxidized oil stain.  These stains are usually food or beverage stains.  We are unsure of the origin of the other stains.  We asked if the customer wanted us to try to ********************** the pants in order to remove the stains and they refused. We asked if they wanted us to send the pants to a lab to determine cause and they refused.  In instances where there is a disagreement we often suggest a lab to help determine cause.  The cost of the lab analysis is $35.00.  If the lab determines that we are the cause of the problem we will pay for the $35.00 and for the value of the pants.  If the lab determines that the stains were a condition of wear the customer would be responsible for the $35.00 fee.  The pants are now back at the store where the customer dropped them off at and they can pick them up.  In order to preserve time and focus on other customers no further action will be taken by Clean'n'Press on this matter.  

  Customer response

  01/22/2024

   I am rejecting this response because:
  
  I never wore the pants. I was expecting my pants to be pressed. The person that received those pants know I hat they had no stains. If the pants would have had stains; the pants would have had a tag that stated stains. My garment is damaged and they are well aware of that. You dont damage others property and get to suggugest what could have happen. How can a garment be stained and never worn at the same time?  Clean the pants. Please

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