ComplaintsforVogue Cleaners
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Complaint Details
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Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been using this cleaners for some time and I noticed each time I picked up my clothing from this cleaners, specifically my wool and/or cashmere items would have a moth hole in them which was not there when I dropped them off. Sometime early March of this year I picked up a red cashmere sweater, along with some other items that I left there for dry cleaning and my red cashmere sweater had six moth holes in it which I know were not there when I brought it sweater in for cleaning. Also, one of my wool blazers also had a moth hole in it. When I returned to complain about the moth holes, she tried to say that they didn't happen at the cleaners, however she did get my blazer fixed, but she did not do anything about my sweater when i asked her to file a claim. She stated she had never file a claim for anyone in her dry-cleaning establishment.I am requesting to be compensated for my sweater since it is now ruined. I even tried to fix it, but it is unfixable.Business response
04/29/2024
Please be advised that the complainant has been a valued customer of mine for over ************************************************************************** cashmere and wool items, which upon arrival to my business had moth hole damage. I, on several occasions clearly communicated this with the complainant, who advised me that she was fine because the damaged area would be covered under a jacket. This has been an ongoing occurrence for over 10 years. On March 5, 2024 the complainant dropped off an item with moth holes, again the issue was verbally addressed and I further communicated that sometimes cleaning can enlarge the damaged area. After the conversation she still he wanted the item dry cleaned. When the complainant returned for the item on March 19, 2024, she was unhappy with the moth hole on the shoulder, which was slightly enlarged in the previously damaged area. She asked to "file an insurance complaint. After discussing the matter I had the item repaired by a professional seamstress. I bore the expense of this repair even though the item was previously damaged. She now (as per your complaint) seems to be complaining about an additional item, which again, was damaged prior to her dropping it off and verbally addressed. She didn't ask for money, as she appears to be in this complaint.
Moth holes take months to develop, They physically cannot happen over the short period of time her items are at my cleaners. Even if it were possible, then there would be additional complaints, which there are none. Moth larvae live in closets and drawers, not in open areas. I have hundreds of clients, this is only an issue with one client. I did repair her blazer at my expense even though I clearly communicated the prior moth hole damage to her. I would have tried to repair the sweater had she requested such, notwithstanding she acknowledged and accepted the prior moth hole damage when she dropped it off.
As per the aforementioned facts, I respectfully request that this complaint be dismissed.
Customer response
05/01/2024
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:[Please be advised that I have never brought anything with moth holes in them. Any moth holes that were in my clothes came from her establishment. I don't have moths in my home and they don't come in my home. Again, why would I bring a sweater with 6 moth holes to be cleaned. I, also purchased a cashmere shawl in October of 2023, which I took to her establishment maybe in December of 2023, This item also has moth holes in it after bringing it to her for one cleaning. Furthermore, I have not brought any other items to her cleaners since I have received my red sweater with the 6 moth holes. There was also a moth hole in a blazer which she had repaired. The day I picked that up was the last day I have been in her store.
She doesn't want to face the fact that she has a moth issue in her cleaners. I have never had this problem with any other cleaning establishments except for hers.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.