Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last April we took a carpet with a dog urine stain to be cleaned at Arrow Fabricare. We were told it would take two weeks; instead, we did not get the carpet back until June. I told the delivery man we wanted to leave the rug wrapped to avoid another dog accident. When we unwrapped the rug in September we were surprised to see additional stains. Eventually Arrow asked us to return the rug so that they could evaluate the situation. We complied with this request on September 12. It was not until November that we received word the issue would be treated as a claim. Customer service manager ****** ******* later offered us $162 in credit to our account, based on the decision that ***** suggested a 5x8 rug would be worth $270; because ours was purchased from the prior owners two years ago, he said we could claim only 60% of that amount which came to $162. We did not accept this solution given the circumstances I have described. On December 3, he told us that we would receive a check for $162. I provided my address and said that would be acceptable. Now, one month later, we still have not received the reimbursement.

  Business Response

  Date: 01/27/2025

  Thank you for bringing this to our attention. I have attached the screenshot of the communication with the customer. We sent her a check in December, however it did not get to her. When she reached out to us letting us know she had not received it, we reissued it, with an extra $100 for the inconvenience, totaling $270.  We are very sorry for the inconvenience this caused her. Her new check should have gotten to her on 1/22. We have emailed her asking her to verify she did receive the new check, as it has not been cashed yet. 

  Customer Answer

  Date: 01/27/2025

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

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2023, I picked up an area rug only to find it was moldy (it was either plastic wrapped while moist, or allowed to get wet while it was wrapped). After waiting several months for it to be dry cleaned again, during which time I had to call repeatedly to remind them to provide the service, I was informed on 10/02/23 that the rug was damaged extensively. More than two months later, they still have not reimbursed the cost of the rug, despite multiple correspondence regarding the reimbursement.

  Business Response

  Date: 12/16/2023

  As in any complaint, it appears that the person complaining is forgetting that they also have responsibilities as a consumer.  We were indeed notified of a unsatisfactory result from the cleaning of a soiled carpet brought to Arrow Cleaners during the time that Mr. ********** has mentioned.  Issue number one is that we make all customers sign a release on rugs or carpets cleaned as a result of the unknown treatment and or handling of them prior to our attempt at cleaning.  The conditions of these rugs are often poor and are usually brought in as a result of extreme soiling or years of neglect.  We offered to clean the carpet a second time as a resolution, but the customer still was not happy with the result.  At this point, we started the discussion of how we could find a resolution that could meet both parties expectations.  The problem and the largest obstacle to this issue being solved has been Mr. ************ abusive nature and profane manner of expressing himself.  We simply have said if he continues in this manner, we will not deal with him.  We have offered his wife to compensate her for the cost of the replacement of 300 dollars, but again, Mr. ********** gets involved and begins his dialogue with offensive language and homophobic language.  We have sent them a 300 dollar check and asked them to find another provider in the future.  He is someone that is very abusive in his language and feels as if it is ok to use very offensive language to get his way.  We have closed this matter on our end to hope and not have to deal with this gentleman again.  If you need any proof, we have several emails and or texts that we have considered speaking to lawyer too.  In addition, his rug new is 250 dollars new, he is asking upwards of 500.  This simply is not somehting we care to be part of any further.  As stated, we have sent them a 300 dollar check.  

  Business Response

  Date: 12/16/2023

  We have several messages such as this with homophobic and profane language.  This is why we have not dealt with him.  I can attach as needed.

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brand new suit and dress shirt dropped off and registered in their system in early August 2022. After 2 weeks it was not returned and had been registered in their system. They lost the items and have been stonewalling since. I have worked with **** who acknowledge loss of the items and directed me to ****** for reimbursement. I sent a receipt in and ****** assured me they would make full reparation and it only needed to be signed off by the owner which was on September 2nd. From this point forward the answer I get is that it is still on the owners desk for sign off or I get no response at all. It is now October 21st and this will soon be turned over to my attorney for collection if BBB is unable to help resolve.

  Business Response

  Date: 10/24/2022

  We deeply apologize for the amount of time it has taken to get your reimbursement for your items. Our goal is to always provide excellent customer service. We appreciate you as our customer and will have this resolved this week. For larger claims we do have to get an approval, and I am sorry yours got overlooked. Thank you so much for your business. 

  Customer Answer

  Date: 10/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  The owner reached out to me personally. He was very professional, apologetic and took full responsibility for the problem. He offered to correct the issue in a fully acceptable manner.  
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is against Arrow Home Blanc Plume Fine French/Arrow Drapery and Mr. ****** ****** - Owner.
  On February 1, 2022, I contacted Arrow Home/Drapery to inquire about, having my Custom made lined drapery with pleats, my pleated shears, valances, and tiebacks cleaned at their business. I was transferred to ********** I was told that she is the go-to person, who oversees Arrow Home/Drapery department. ********* and I set-up an appointment for February 7, 2022, at 10:30am. The purpose for this visit was for her to look at and assess my window coverings, as well as to give me an estimate. Ms. ********* arrived late to my home, without any measuring apparatus or a ladder. Therefore, she was not able to measure my drapes or sheers nor was I given an estimated cost. She told me that she would be able to give me an accurate price once the drapery, sheer, valances, and tiebacks were picked up and taken to their shop. I asked Ms. ********* for her best estimated guess on a price, she said at least $1,000. She also said, she will know the exact price once everything is accurately measured at the shop and she would email me the price. Arrow Home/Draperys system of calculating a cost is to count the number of pleats in each drapery and each shear. When I did receive their first estimate, the amount was $1,107.26 which included taxes of $44.94. As I looked over their detailed receipt, I saw that their prices were not consistence. I also notice that they had charged more money for some drapery and shears even though the matching drapery and shears had the exact same number of pleats and was the exact same height in inches. I pointed their mistakes out to Ms. *********, and changes were made to that first estimate.
  My "Custom-made Draperies and Shears, tie backs and valances" where picked up on February 15, 2022, by Mr. ******* an employee of Arrow Home/Drapery. After several weeks of having my window coverings, I received several different estimates from Ms. ********** And each time I found mistakes and errors that were made in their estimated cost.
  On March 9, 2022, I received a call from *** ******** ********* asking me to give him a returned call, regarding my Shears. I called *** back. He asked me if, I wanted my shears to be washed or dry cleaned; I was speechless! I wasn't sure how to respond because I wasn't the expert and I didn't know the differences between the two. So, he explained, the process for both. I told him to follow the company/s protocol for cleaning my shears and drapes. The next time I spoke with Ms. *********, I mentioned to her that *** had called me. She said that *** had no business calling me and that he should have called her regarding any procedures or issues.
  The month of March had passed and I continued to ask Ms. ********* for a delivery date. was informed that they had a couple of customers whose drapery was damaged from a fire, and those orders had taken priority over all other cleanings. So, I patiently waited.
  After numerous conversations with Ms. *********, she finally said that my drapes would be delivered to me on April 20th by their employee Mr. *******. After his arrival, I noticed that Mr. ******* had no clue as to how to hang my draperies. He spent a lot of time hanging the wrong shears to the wrong windows. So, I decided to help him with hanging my shears. He was running out of time because I had a doctor's appointment that afternoon. As Mr. ******* was beginning to remove other shears from the hanger. noticed that the hem was coming out of one of the living room shears. So, I ask him to return the shear to Arrow, for them to repair the hem. Mr. ******* moved on to remove another shear from the hanger and I noticed it was full of holes. I asked Mr. ******* if he knew why there was holes in that shear? He had no explanation! So, I contacted Ms. ********* and her explanation was, "the holes were caused by the Sunlight coming through my window". I explained to her that there's no sunlight that shines through my north facing window. My house faces east and the sun raises on the east side of my house. Therefore, the shear that was damaged hung on the north side of my living room window, which only receive indirect sunlight. I also, mentioned that none of my shears had holes prior to leaving my house and in the possession of Arrow Home/Drapery to be cleaned. I thought about the conversation I had with their employee, *** and I wondered if, the holes were caused from *** experimenting with washing one of the shears. Again, all of the other shears seemed to be fine with the exception of the one shear that needed the to be hemmed.
  It is now May and Arrow Home/Drapery still hasn't addressed any of the issues and complaints I expressed regarding their employees who were unprofessional, had poor communication's skills, and they had no expertise or experiences in how to clean draperies, shears nor did they know how to re-hang my shears and drapery, valances, and tiebacks (i.e., window coverings). My living room and dining room, for 3 months, stayed in disarray until they finally delivered everything back to my home.
  Once again, Mr. ******* did not bring with him a ladder; by now I assumed that he would at least bring a 'adder. He should have known that the ladder was needed to re-hang my window coverings. I watched as he continued to be confused regarding what set of shears go to which windows because the windows were different sizes in width and length. decided to help ******* with rehanging to get this job completed.
  First, I decided to drag one of my heavy dining room chairs into the living room and placed it underneath one of the windows, to help. I started with replacing a valance to one window. I noticed that ******* was watching me and he quickly followed suite. Again, he ran out of time so he gathered his keys and left. He left my house in disarray, my shears, valances, draperies, and tiebacks were left on my couch, on the back of my chairs, and even on the dining room table.
  The living room and dining room was left in disarray for 2 weeks before Arrow Home/Drapery sent a different employee to finish the job. That person was Ms. *****. However, by then I was totally disgusted, tired, and depressed by the services Arrow Home/Drapery Home provided me along with the 3 plus months of time that it had taken them to try to complete the job.
  On May 3, 2022, Ms. ***** brought with her to my house a handheld steamer to use on my shears and drapery. After setting up the steamer Ms. ***** started steaming the shears at my living room windows. To my surprise, watched as she burned holes in the shears. She shut down the steamer and went outside to her car. She returned with something in her hand. It looked like a small towel. She placed it on the head of the steamer and she moved into the dining room to steam the drapery and shears. I walked towards the living room window to assess and look at the shears that hung from my living room window. What I saw were holes and damages done to those shears. After getting her attention, I pointed out to her the holes and damages that she had done to the living room shears, by using the steamer improperly.
  Angered by what I had said to her, Mrs. ***** packed up her steamer and step stool. And she left without saying a word; nor did she finish the job. My living room and dining room was, once again, left in disarray. As I looked around both rooms, I began to assess all the damages that was done to my window coverings, the new holes in my living room shears and, both the draperies and shears stilt needed to be pressed, my tie backs were still laying on the dining room table.
  The last person I spoke to about the damages to my shears, drapery, tiebacks, valance, and the poor services was with Mr. ****** - owner of Arrow/Home Drapery. I called him several times before I was able to get a return call. We exchanged a couple of voice messages and text messages. Finally, we were able to set up an appointment for him to come to my house on July 8, 2022. He wanted to see for himself what my complaints were about. After his arrival, I explained to him that I had observed his workers inability to rehang my window coverings properly and the holes that his employee put in my shears. i went on to say to him how much money I had invested in my window coverings. I tried to show him my original receipt which amounted to a total cost of over $8,000. I also mentioned that if I were to replace them, it would cost me more money at today's prices.
  I was very blunt with Mr. ****** as to what I wanted Arrow Home/Drapery to do to, which was to replace my damaged shears, caused by his employees. Mr. ****** became upset and angry as continued to explain to him what saw and what I know, regarding the holes in my shears. I
  also told him that I have pictures of the damages to my shears along with videos of how his employees left my shears, drapes, tie backs, and valences each day that they attempted to complete their hang of my window coverings. For 4 months, my living room and dining room was a mess. His employees left my home in disarray after each visit. They left my drapes, shears, valances, and tie backs laying on my dining room table, on the backs of my chairs, and on my couch for weeks. As well as the recent damages/holes Ms. ***** caused with their steamer. Our discussion ended with Mr. ****** storming out of my front door while saying, "you don't owe me anything".
  As of today's date, October 4, 2022, I continue to receive emails from Arrow Home/Drapery asking me to pay them $979.99. Apparently, they forgot about the damages that was done to my shears and that they haven't addressed the facts that their employees weren't trained properly on how to clean and press draperies and shears. Nor was they trained to properly rehang my window coverings.
  I'm asking that Arrow Home/Drapery and Mr. ******, replace my damage Shears and I also am asking that you to hold Mr. ******, accountable/liable for all the agony I suffered day after day
  for months dealing with unprofessional employees who work for Arrow Home/Drapery. I am a 71-year-old woman, I have been under so much stress dealing with all the mistakes made by Arrow Home/Drapery's employees starting with all the estimated costs, the damages to my shears, the total lack of knowledge as to how to re-hang my window coverings, and their poor customer services. I have been mentally stressed and very depressed each day that Mr. ******'s employees arrived late for our appointments. I also, watched and was under a lot stress as they made one mistake after another, every time they attempted to re-hang my window covering.
  I want Arrow Home/Drapery and Mr. ****** to pay me for the damages done to my shears. My draperies still need to be pressed. And I want to be compensated for the mental stress I continue to suffer for the last 9 months.
  

  Business Response

  Date: 05/18/2023

  Ms. ***** had requested a drapery estimate, and we provided her with a complimentary in-home assessment. While the estimate wasn't exact, it closely matched the final invoice. The initial invoice amount was $1178, but we decided to give her a 20% discount due to the slight delay caused by a part replacement for one of our machines and a house fire incident that occurred before her appointment. Ms. ***** informed us that she wasn't in a hurry, and we waived the take down and rehang fee, which typically costs at least $500 considering the time it takes to perform these tasks.
  
  During our initial conversation, Ms. ***** had mentioned that her drapes were approximately 25 years old, and she received a drapery risk disclosure on 1/12/2022. In subsequent communication, *** *****, our expert dry cleaner, reached out to inquire whether she preferred washing or dry cleaning for her drapes, as there was no care label available. Despite the potential benefits of wet washing, we opted for dry cleaning to err on the side of caution, as Ms. ***** was uncertain about the best course of action.
  
  Although the drapes were quite old, they turned out to look remarkably good after cleaning. Our employee ******* was assigned to hang the drapes, which presented some challenges due to their unique configuration. Ms. *****'s drapes featured numerous hooks, multiple layers, and missing parts of the pulley system, necessitating the use of multiple hooks in the same location to ensure proper hanging and functioning. Given the intricacy of the drapes, it was one of the more challenging installations our team had encountered. Unfortunately, ******* was unable to complete the installation during his visit, even after spending approximately 4 hours on the task.
  
  During the installation process, it was discovered that one sheer panel had a loose hem, which we promptly repaired at no additional charge. Ms. ***** also pointed out a few very small holes in one panel, which were barely noticeable due to their placement along a fold where dry rotting had occurred due to the drapes' age. *******, lacking complete knowledge of the cause, advised Ms. ***** to contact ********* for further explanation. As ******* did not require a ladder for the installation, being taller than the drapes themselves, he worked comfortably without any safety concerns.
  
  Despite multiple attempts to complete the installation, scheduling conflicts arising from Ms. *****'s numerous doctor's appointments posed challenges. ******* revisited her home, and while Ms. ***** provided input on the hanging process, her involvement ended up hindering progress more than assisting. ******* spent an additional 4 hours on that occasion but was unable to finish the job due to time constraints. He left feeling frustrated, and Ms. ***** subsequently expressed her frustration when she contacted our company. Following the conversation, I, ***** **********, the Operations Manager, decided to assess the situation personally to determine the cause of the delays and issues plaguing this particular job.
  
  To address Ms. *****'s concerns about wrinkles in the drapes, I brought a handheld steamer for touch-ups. As a precautionary measure, I covered the steamer's head with a hand towel to prevent any potential water stains on her drapes. It is important to note that our steamer did not cause any holes in her polyester drapes, as any holes she may have noticed were the result of pre-existing dry rot, as previously discussed. The handheld steamer does not generate sufficient heat to burn fabric, and I exercised extra care due to the water spitting issue, aiming to avoid further complications. I took pictures of all the drapes before I left, as they looked amazing.
  During the visit, I encountered several challenges, including the need to move Ms. *****'s furniture, such as her TV, large knick-knacks, and large chairs. In all we spent at least 12 hours just rehanging at no charge, 4 hours being supervisory hours.  Her very minimum bill is still outstanding. Her total as it stands with the discounts is $979.99. Even if we were at fault, which we were not (she was aware of the risk involved). The Fair Claims Guide for Dry Cleaning and Laundry Services states that the life expectancy of Custom Drapery is 5 years, and shears are 3 years. The USEFUL life of drapery per the Dry Cleaning and Laundry Institute is 7 years. The drapes looked immaculate when they were done.  We will be willing to work out a payment plan at this point, but she shared that she would not be paying us, nor did she pay the last company that cleaned her drapes either, and laughed as I was walking out the door. I do not know if she intended on paying us from the beginning. Her account has been sent to collections because it is so old which is why we are dealing with the report now to the Better Business Bureau.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April I sent an alpaca blanket to be cleaned. (It had sentimental value and was handmade by artisans) So, this was not a blanket you put on a bed etc~and Alpaca is expensive. Like, silk, or cashmere. The blanket was lost. I have tried calling, texting, leaving messages, emails. Finally on June 9 I filed a claim. It is now August 5 and no one has EVER called me to give me status. Every time I call them it is a different story. I think we found it Maybe we didn't find it Im not sure what's going on actually, maybe we found it No I dont think we found it Maybe you should file a claim I dont know if your claim has been approved we will call you back we will call you back we will call you back Then, start over all of the above

  Business Response

  Date: 09/16/2022

  Our records show that our customer service representative has already spoken with Mrs. ****** and we have issued a payment to her for the blanket.