Complaints

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my 3 dresses and a light jacket to be dry cleaned on 12/2/2022. I had a death in the family a week later and it took me another few weeks to go back and pick up my dry cleaning. It was no where to be found. I saw them circle the clothes around once or twice. I've been back 2 times since then and they say they don't have it I must have picked it up - I still have the ticket and I didn't pay for it. They lost my clothing and they don't care!

  Business response

  02/18/2023

  First of all, we would like to apologize for this situation and inconvenience. Our priority as a business is always the customer and our records and relationships with them over the past years has always backed this up. On 12/2/2022, ****************** came with 3 dresses and a baseball jacket that she requested to be dry cleaned. After examining the jacket, however, we let her know that the type of stains on the jacket would be hard to clean off and that we could not guarantee it would be completely clean again even after dry cleaning. We are always honest with our customers in this way when we know that even for us it is a difficult job to fix or clean something. However, ****************** claimed that it was her husbands favorite jacket and asked us to try our best anyway. Thus, we printed out her ticket and gave it to her, but after she left the store, she came back wanting to instead just take everything back. She said she had thought about it and decided it wasnt going to be worth it so she took back the baseball jacket and all 3 dresses. When this happens, our process is always the same: we void the ticket in our system and also throw out the customers copy. However, we must have forgotten to ask ****************** for her copy of the ticket to get rid of, and we take the responsibility of fault for this part. When she returned weeks later claiming that we had her 3 dresses and baseball jacket, we too were admittedly confused at first seeing that she had her customer ticket. However, our system had voided the transaction and we also remembered the customer taking back her clothes on that day she came to drop them off. Just to be sure and for the customers sake, we searched the store and through all the pick-up orders and sure enough, it was not with us. Through all the years of business, we have never lied or stolen from our customers and we see no reason for why we would do so at the risk of not only our reputation, but relationships with customers and standard values as a business. 
  Again, we apologize for the inconvenience and to ****************** and we want to reassure her that we are not and have never been dishonest and we did not lose her clothes. 
  Sincerely,      **************** Cleaners

  Customer response

  02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I would like to clarify the sequence of events that Daniels Cleaners is referring to.   My husband a week earlier dropped off 2 winter coats and that's when they said they weren't sure they could get the stains out and they did a fine job on that.  I picked up my husbands coats and dropped off my 3 dresses and MY baseball jacket (not my husbands) and there was no conversation regarding stains.  I came back 6 weeks later due to the death of my sister to pick up my dresses and baseball jacket, they looked for about 10 minutes and couldn't find the items.  They told me they would continue to look and I could come back again.  I returned a week later and they told me someone must have picked it up for me.  I said no-one picked it up but what is your policy if someone comes without a ticket do you have to sign for it, they said no as long as the phone number was given.  My husband also went in to see if it was found and he was told that they closed out the ticket.

  I know I'm not getting any compensation for this which is sad, but what if the ticket fell off the items and they are just lying there. I would like permission to go with my husband and check for ourselves because there is that chance that they missed it. 

  Thank you

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  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
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