Complaints

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a shirt in the H3334**30313633383031H 2 months ago. When it was put in, there were 0 spots on the collar, however, I received the shirt back with a spot on the collar. They sent it back to the main factory, and the spot was still there. They resent it and when they got it back. They said they could not remove the stain from the collar so they would order me another shirt. I told them how much it costs (125) and they would order the shirt. 3 weeks pass, I called up and spoke to ***** and they told me that macy&#**;s did not have that shirt in stock. She was the one who told me she had the shirt and would replace it. I have gone back and forth for 2 months now. Since they cant seem to find it, I asked for money back and she did not want to hear it. I was trying to talk to her about this and she hung up on me. My wife is also having a similar problem. I put a king size down comforter in and when I got it back I got yellow stains. I showed them and said it was not on it when the comforter was put in. Much like with the shirt, they were sending it to get fixed. This was the end of June. Every time I called back, they tell me it is at the location but when I get up there it isn&#**;t there. Im wasting gas and time. ***** was also working with me on this and also gave me the same run around. Our ticket numbers were 1025 and 1024, this was at ********************************************************************

  Business response

  08/26/2024

  This is in response to your letter dated Aug. 9th which we received on Aug. 22nd.  We will be reaching out to both customers to settle this issue.  We do not guarantee that we can get out every spot but will always work on spots or redo an item at no charge if spots do not come out the first time through.  We understand the frustration of making multiple trips to a location.  Please give us a couple of days to take a look into this and get it settled.  We will be contacting both customers listed on your letter and resolve the issues.  Thank you for your assistance.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were suppose to clean and preserve a wedding dress. The first box was broken when I got it. The second box was the wrong one. After 2 months one of the managers stated she would order the correct box and refund my money. 2 weeks later I called back to see where we were with things. **** and/or ***** said no one else could help me and the other person was out sick and no idea of her return date. **** and ***** are rude, they call themselves managers, but really they just answer the phone.

  Business response

  05/20/2024

  Today we received your letter dated May 14th.  A refund check was issued on 05-16-2024 to the customer.  A replacement box was delivered to the store last week for her to pick up at her convenience.  We apologize for the inconvenience that this delay has caused.  We are still experiencing supply chain issues on getting supplies, even the wedding gown preservation box we special ordered for the customer.  She is correct in that we had a team member out due to a serious medical issue that resulted in a few extra days in getting her refund to her.  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the dry cleaning service provided by American Cleaner on April 12, 2024.On that date, I entrusted my Suit Supply blazer to your establishment for dry cleaning. However, upon receiving the blazer back, I was dismayed to find that it had been improperly laundered, resulting in shrinkage, color change, and complete ruin. As a result, the blazer, which originally cost me $580.29, is no longer wearable.This incident has caused me considerable inconvenience and financial loss. I rely on my blazer for professional and personal occasions, and its ruined condition has left me without a vital wardrobe piece.I kindly request that American Cleaner take responsibility for this error and provide appropriate compensation for the damaged blazer. I believe reimbursement for the full cost of the blazer, $580.29, is a fair resolution to this matter.Please let me know how we can proceed to resolve this issue promptly. I appreciate your attention to this matter and look forward to your prompt response.Thank you for your understanding

  Business response

  04/30/2024

  We received two letters from you dated 04-18-24 and 04-25-24 in today's mail.  We will be glad to work with the customer in settling the issue with his jacket as soon as we have the jacket back so we can confirm that we cleaned that item, and that damage has occurred.  We will be contacting the customer again this week to work on this issue.  Thank you for your assistance. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the store located at ******************************************************************** last month. I put a white business shirt in. I noticed a had a spot on my shirt where it would be tucked into my pants. She gave me the number of someone who can help me with this. I did speak to the woman. First they said the spot must have been on there when I brought it in. I explained that part of the shirt was always tucked in, so it did not have anything on it. They said it had to be sent out to get it clean. They called me eventually to pick up the shirt. It was supposed to be ready on Friday. They called to let me know it would not be ready due to equipment issues, come on Monday instead after 4. I arrived on Monday, but they did not have it yet. When I showed her the ticket, she couldn&#**;t find the shirt. She thought I picked it up already. I let her know it was a no-charge for this shirt. They did not call me to tell me the shirt would not be ready on Monday. I wasted my time coming to get the shirt. The ticket number 4618.

  Business response

  03/25/2024

  Thank you for contacting us about the shirt for our customer.  We apologize for our clerk not locating the shirt when the customer came in to pick it up.  The shirt has been available and ready for pick up for at least a couple of weeks.  It has been hung to the side so it is easy to locate when the customer comes to pick it up.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 26 I took a Evan Picone 2 piece black and white checkered suit to the cleaners and was due to pick it up on July 3. When I arrived it was not there. I spoke with a Hispanic male early 20s, and he told me it was not there. He told me he would continue to look for it. On July 10 I took another another Evan Picone 2 piece all black skirt suit to this cleaners and asked them about my previous items. I was told they hadn't found it and they are still looking. I picked up my second suit on July 24 and they gave me the skirt and not the jacket. I was told that they couldn't find the my jacket. He told me that he would call me when he find it. Ive been going through back for months after and he's still giving me the same the store that he does not know where it is. I paid $250 for the black and white suit and $260 for the all black suit.

  Business response

  12/23/2023

  We are sorry to hear that there is a problem that has gone on a long time.  Our Customer Service rep was not aware of this issue.  We have turned this over to customer service and will be in contact with the customer after the holiday to resolve the problem.  Please feel free to call our office at ************ and ask for Customer Service.  

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a 90 year old disabled marine veteran and I bring my clothes here and I took a linen jacket to get cleaned and I went to get it and they told me they ruined it.  They washed it instead of dry cleaned it. No one called me and no one put a tag on it to tell me they were going to wash it They did so without my permission. So they ruined it and they told me to call the main office after making me wait a week.  So when I called the main office she was abrupt and arrogant and told me I needed to take the jacket back to the store I bought it from because it was defective, which is a lie.  The cleaners clearly ruined my linen jacket and now do not want to take responsibility for their mistake.  

  Business response

  05/24/2023

  We understand how frustrating it can be when a garment fails to hold up as it should.  The customer states he brought in a linen jacket.  Our records indicate that the jacket that failed in processing was a ladies white polyester jacket with black faux leather trim.  The faux leather trim failed in processing.  Faux leather, which is usually polyurethane, separated from the base fabric.  We always follow the manufacturers care label when processing a garment.  According to the Federal Trade Commission's Care Labelling Rule, all garments must be able to withstand the accepted or recommended care process.  Therefore, the manufacturer should be held responsible when a garment fails when following the recommended cleaning method.

  We would be glad to offer analysis from an independent lab to determine the cause of the product failure if that would satisfy the customer. 

  Thank you for your assistance.

  Customer response

  05/31/2023

  I reject the business's response because :  I think they should have called me before they did anything with it.  I think they are treating disabled veteran's lousy.  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took a garment, a two-piece black suit, to the American Cleaners at the Saint Charles location (**** ***** ******* **** *** ******** ** *****) on December 31st. It was to be ready for pick-up on Wednesday, January 4. I returned on Saturday, January 28, which was within the warranty timeframe stated on the receipt ticket (NOT RESPONSIBLE FOR ITEMS LEFT OVER 30 DAYS). The attendant said the garment could not be located in the store and I would have to contact the main office. I contacted the main office the following Monday, January 30, and spoke to *****. ***** said she would have to investigate the concern with the other 20 stores, which could take up to 30 days before a response could be given. After exchanging my contact information, I was not contacted by ***** or anyone from American Cleaners. I reached out to American Cleaners again on Friday, February 10 and spoke to ***** again. ***** stated she had investigated the cost of replacing a suit from the clothier the suit was purchased - *** ** **** - at $299. I asked that tailoring be included in the costing as well. ***** said she would respond within a week with a verification from management of how the garment would be replaced with in a week. I did not hear back from her. I called the main office again on February 23, but ***** was not in. Again, I did not receive a response. To date, American Cleaners has not generated any communication towards replacing the garment. I have provided my contact information to the store location as well as with ***** at the main office. This is not an acceptable business practice and I want the suit replaced.

  Business response

  03/07/2023

  We apologize for the miscommunication with the customer on this missing team.  We have turned this over to another manager in the company.  A call was made to the customer today, but we had to leave a message.  We will continue to reach out to the customer to make sure this is resolved quickly.  Thank you for your assistance in this matter.

   

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is for the location at **** ****** ***** *** ****** *** ***** **** ********  I took 3 pair of pants and one pair of pants needed a zipper. I asked if the pants with the zipper install would they be cleaned a gentleman stated yes. I did not receive the total for the amount for the zipper, and cleaning. They should have included the price of putting a zipper in. I come back to get the pants the two pair pants were clean, but the pairs with the zipper where not back yet. I returned to get the pants for the zipper at a later date. I returned to get the pants They should have wrote the amount done on the ticket that of how much to put the zipper in. They should have wrote that on the ticket. I was quoted of $18.00. I called cooperate and I was informed that putting in a ticket would cost 13.00. The total price for one pair of pants including a zipper install was $25.00 I asked in the beginning how much the pants would cost with the zipper install, but could not get a price, but I could get a price for everything else I had cleaned. I would like for them to get the total correct, so I can pick up my pants is it $13.00- or $18.00.

  Business response

  02/22/2023

  We do not know where the confusion about the pricing originated.  The price for cleaning and pressing the jeans is $5.50 and the price to replace the zipper in the jeans is $13.00, making the total order $18.50.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The young lady that works there gave me clothes that didn't belong to me. They belonged to my friend and I was not authorized to pick them up. She gave me her clothes and they didn't give me all of my clothes. I let her know they didn't belong to me. They haven't given me all of my garments and didn't give me all of my friends garments either. They claim there is nothing they can do about it. They didn't ask me for an ID or my phone number. I am not authorized to pick up my friend's clothes. She just gave me the items. They didn't follow their protocols. Then they called the police on me and told me to take it up with the owner. The police said it was a civil matter.   I called corporate and they told me I needed to address it with the person that owns the clothes and not American Cleaners. They told me to bring my friend's clothes back.

  Business response

  11/14/2022

  This customer, Ms. L. brings in and picks up orders with two friends.  Sometimes they come in together, other times they come in individually.  All those orders have been left with Ms. L's name and number, even if it is one of her friends doing the dropping off and picking up.

  On 10/15/22 a friend of Ms. L's dropped off 10 orders under Ms. L's name and number.  On 10/20/22, another 3 orders were dropped off under Ms. L's name and number.  On 10/10/22, those 13 orders were picked up.  On 10/25/22, one of Ms. L's friends brought back 5 of those orders for a redo.  On 10/26 at 3:46 pm, those 5 orders were picked up by Ms. L. at the same time she dropped off another order.  On 10/31 in the evening, Ms. L. came into the store claiming 10 pairs of her friends' pants were missing and demanding they be returned to her.  She refused to leave the store.  She was intimidating and threatening to the teenage clerk.  Ms. L was asked to please call customer service the next day during business hours so we could get the needed information to look into her claim.  The next day, instead of calling our customer service representative, she went into the store and again started to demand her friend's pants that she had picked up the week before.  She was harassing and threatening the staff, so police did come and ask her to leave.  She did finally speak to our customer service rep several times.  Ms. L. was asked to bring her friends pants back as she insisted, she should not have been given the pants, even though they were in her name and phone number.  She did bring back some of the pants and picked them up on 11/5/22 at another one of our locations.

  We have audited the orders written and picked up to make sure there were not any additional orders for Ms. L or her friends.  We have looked through every item hanging in the store to make sure there is nothing else there that belongs to them.  Our records indicate that everything Ms. L and friends have brought in have been picked up by Ms. L and friends.  We do not send out incomplete orders.  We do have signage in the store stating that once you leave the store with your order we assume it is satisfactory and complete.

  Customer response

  11/14/2022

  Complaint: ********
  
  I am rejecting this response because: store clerk Ms ****** stated that the order  I picked ked up on 10/25/22 was not completed  the oder was 30 trousers and 20 was ready the the original  $300.00 order I paid for on 10/15/22 was incorrect  because  of the creases in the trousers I have been coming  here for years getting dry clean with no creases the new 15 year old clerk made a mistake  so all trousers had to come back  I recorded  ****** stating the oder wasn't complete  the 15 year old ****** then stated Ms****** should have just counted the items and it wouldn't  been a problem she then was cooperative  and pulled out all the tickets  And I took pictures  of the hard copies 30 trousers  on five ordersI also recorded  our conversations  for my own  record I entered  store next day 11/1/22 to speak with ******  because she took the order in of 30 trousers and the 15 year old  new clerk  ****** sent them out I recorded  her conversation with ***** at customer  service she explained  to her she told me the order wasn't complete  it was 30 trousers and that my family  and I had been coming  for years and ***** insist  I leave the store or she would  call the police instead of trying  to figure  out the problem  police where called by ***** in a different  location  alleging clerks where being  threatened  No calls where made from the actual  location  where occurred but I waited for police so I can file a report ***** then wanted to make an arrangement  to get the clothes back so she can audit and that she would return them that following Friday  she never said I would have to pick them up from another location  I called *****  Thursday  to follow up she stated there where only 20 trousers  from the hard copies and that she had the original  copies that there was never 30pairs I tried to explain to her ****** the 15 year old showed me everything  the day before  and said it was 30 trousers on 5 tickets she refused to listen  called the police again  I had to file a second  report and I also recorded  it **** the manager came he talked very inappropriate  to me he stated he wanted me to leave and AND THAT I  couldn't  get the clothes I brought  back until Saturday  before 12pm which was very inconvenient   after they promised  them that Friday  he also stated the order was not 30it was 20 trousers   all in counters where recorded  by me and law inforcement one week prior to this incident  my pillow cases came up missing  ******  claimed they wasn't there and another Co worker  for at least a week straight   on 10/25/ I walked in the store and told ******  that there was my pillow cases I had been looking for all along I paid for them 10/25 along with the redesign that where free because  of the Mistakes  made by ****** the new 15 year old clerk this matter is now in process  of  small claims with St.Louis County courts 

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

  Business response

  11/22/2022

  When the customer came in to the store to pick up orders not related to this complaint, she was asked if she wanted to pick up her friend's orders that were left in her name.  Those orders were not due until the next day, so our clerk said they may not all be ready yet.  When our clerk checked, all of the orders were ready.  So, she gave those orders to the customer.  All five of the orders in question were complete and given to the customer on 10/26/2022.  We think it is likely that when our clerk told the customer she wasn't sure if all the orders were back, that the customer misunderstood that to mean items were missing rather than the orders may not be ready before the date they were promised.  We do not send out incomplete orders.  Since the customer stated they were missing items, we thought it may be possible that there were other orders not picked up under her name or her friend's name.  We have audited all orders dropped off and picked up in that customer's name and have found that everything dropped off has been picked up.

  Thank you for your assistance.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I picked up my dry cleaning and was told one item was missing and they believe their tag feel off. I was told to contact them in a few days. I gave the clerk a description of the item. I called back in the afternoon to give more detail about the lost item and was told it would take them weeks to try to locate my missing item as they have 22 locations and it couldve gone to any one of them.

  Customer response

  10/07/2022

  My complaint has been resolved. Received a phone call from the cleaners today, 10/6, that my item was found and at the cleaner location. I picked it up today, 10/6.

  ***************************
  

*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. ↩