ComplaintsforTide Dry Cleaners

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the dry cleaning service from the tide lockers located the ****** ****** location. They haven’t send me any confirmation and they charged my card 2 times already. They managed to lose $2700 worth of my designer clothes I need them back or my money!

  Business response

  08/16/2023

  Thank you for reaching out the Better Business Bureau regarding a Tide Dry Cleaner Locker. We're sorry for your disappointing experience and appreciate the opportunity to escalated this. We did reach out to the team that handles the business and they advise this has been resolved with you.

  
  Again, thank you for the opportunity and kind regards. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 21, 2023, My girlfriend ******* ********* and I dropped off our clothes in the lockers *** and *** at the address provided in the form for Tide Dry Cleaning wash and fold service. We received emails titled "Thank you for your order!" for both orders within a few minutes. However, a few days later we found out they cancelled our order within the app while we were on a trip out of town. They provided no further information on why it was canceled or how to retrieve our 4 bags of clothing. We tried calling the service multiple times, and left a message for call back at my girlfriend's number. We left the callback number on 7/27/2023, and 7/28/2023. They have not called back. Additionally, we sent a form using their customer service chat bot, to which there has been no response. We would like recourse for our lost items from the business, and consider this lack of response highly suspicious and unprofessional.

  Business response

  08/16/2023

  Thank you for reaching out the Better Business Bureau regarding a Tide Dry Cleaner Locker. We're sorry for your disappointing experience and appreciate the opportunity to escalated this. We did reach out to the team that handles the business and they advise this has been resolved with you.

  Again, thank you for the opportunity and kind regards. 

  Customer response

  08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The business gave us a future credit towards our next purchase. We do not plan on using the service again in the future and would like to be reimbursed for that credit immediately. The business has already been notified of this desire. 
  
  Regards,
  
  ***** *********
  

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  nature of the dispute: Tide left my clothes with stains and unrepairable damages after I asked them to dry clean my clothes. This issue happened in 2022. I placed my dress (two parts, Tides labelled them as “the blouse” and “the bow”. I will use these terms as well to avoid confusion) in a Tide cleaner locker and requested their dry cleaning service on Nov. 21st, they charged me for $11.50 and return my clothes on Nov. 28th. The order number is *********. My clothes was cleaned, but I found that there is an unremovable barcode sticker on the bow, it is obvious and visible when I dress my clothes. So I contacted Tide’s customer service to resolve this issue. They said they must utilize barcodes on all items, I need to send them back if I want them to remove that sticker with their special solution. I send my clothes back to them again through a Tide locker on Dec. 2nd. They did not pick my clothes up until Dec 12th because they have a staffing issue. They sent back my clothes on Dec. 14th and charged me $18.09 through two orders (*********:$15.10 *********: $2.99) without consent. And when I got back my clothes, I found two yellow stains on the blouse, two hooks were out of shape. Although the barcode sticker was removed, an obvious glue stain was left on that position. The bow was also pierced with two holes because they attached a barcode on it with a safety pin. I reported all these issues to Tides with pictures as proof. They asked me to send these clothes back again for inspection and repair. If they are unable to return them to normal, they will reimburse me. I told them I won’t send my clothes to them again and the only solution I accept is a reimbursement. During our communication, they charged me without consent, my clothes came back in worse condition every time, so I have no trust towards Tide. I don’t trust their repair, and even if they can repair it, I don’t accept it as a solution. They insist they need to inspect my clothes.

  Business response

  02/03/2023

  Thank you for reaching out to the Better Business Bureau and we're sorry to hear of the experience you had.  We have reported this to the Team that manages the Tide Lockers in your area and they've reported they will reach out to you directly regarding your report.

  Kind regards. 

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,

   

  In BBB, the business replied "we have reported this to the Team that manages the Tide Lockers in your area and they've reported they will reach out to you directly regarding your report.". But I received no contact from this Team since this reply, and it has been 4 business days. The business did not even provide me with a solution. The last contact between me and the Team was in December (see attached screenshot of me mailbox) before I contacted BBB. 
  
  ******* ***
  

  Business response

  02/16/2023

  Thank you so much for letting us know you didn't hear from the team.  They did indicate an email was sent from ************************, if you would please check your SPAM or Junk email folders for their message and let us know, we would appreciate it.

  Kind regards. 

  Customer response

  02/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I have attached the reply Tide sent me through my personal email address with my reply. I did not receive this email until this Tuesday, which is more than a week since Tide said they will contact me. And I received no apology from their guest care. 

  
  The company still cannot guarantee I will receive a reimbursement for the mistakes they make despite I have provided the evidence. Besides, they did not mention refunding the charges they made to my card throughout this issue. 
  
  I accept their request about sending the clothes and providing the receipt, but I need them to guarantee that I can receive a reimbursement along with the refund for all the charges they made to my card in this matter.
  

  
  Regards,
  
  ******* ***
  

  Business response

  02/28/2023

  Thank you for replying.  The Tide Dry Cleaner Locker Team did advise an email was sent on 2.21.23 and that they are working with you.  Please let us know if you need us to reach out to them for additional assistance.

  Kind regards. 

  Customer response

  03/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
  

  I have attached the invoice for the clothes as requested. I still haven't receive the reimbursement so this complain is still haven't been solved. 

  
  Regards,
  
  ******* ***
  

  Business response

  03/10/2023

  Thank you for reaching back out.  We did contact the team you've been working with and the email below was sent 3.8.23.  As mentioned, if the check is not received by 3.28.23, please reply back to James.

  Kind regards. 

   

   

  Hi *******, 
   
  We refunded $11.51 to your payment method ending in 0021, which will reflect on your bank statement in 2-3 days. 
  
  Our bank has processed your reimbursement, and you will receive a check for $325.00 from ********* **** via USPS to the provided address within two weeks.
   
  If your check is not delivered by March 28, 2023, please reply to this email, and we will follow up.
   
  Again, we sincerely apologize for the inconvenience this situation has caused you; it is not our usual standard. If you have any questions, please do not hesitate to reach out. 
    

  Customer response

  03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I still haven't receive the check Tide promised. I will accept the response once have I received it.

  
  
  Regards,
  
  ******* ***
  

  Business response

  03/21/2023

  Thank you for keeping in touch. Based on the communication between you and the Tide Lockers Team, they advised the check should arrive within two weeks, which would be by COB 3.22.23, assuming there were no delays with the postal service.  Please let us know if the check does not arrive in the coming days.

  Kind regards. 

  Customer response

  03/27/2023

  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. They sent me the check for reimbursement. 
  
  Regards,
  
  ******* ***
  

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recieved a voicemail that Pickerington Ohio Tide cleaners was shutting down which it was November of 2022. Drove to the site over the weekend after i received the call and it was already shut down. I called the number and left a message for the person that i was wanting to receive my items. I was informed that they had moved them to the ******** **** site near ******* **** off ***** Road and i would need to have an account set up in order to get them from the kiosk. I drove up there around week or two later created an account and finally figured out how to sign into the kiosk. It informed me that i had no items for pick up. Called the same number, ******* and informed her what was going on. She said she would be in town X day and I would need to meet her there. I could not and was informed that they are now selling that site and my items would be moved to the site near *********** ****. On one of my free days i drove to that site and again it told me that i had no items to pick up. I called and left ******* a message. She again said i would need to meet her on the day she was in town if i wanted my items. I informed her i could not as I too am busy and just want my clothes. I did tell her i was the customer and would think that Proctor and Gamble would have more emphases around the customer and that i need her to help me and work within my scheduled. She proceeded to tell me sorry that is not how it was going to work, and she was done having the conversation and was hanging up. Which she did. I have tried since November 2022 to get my items and am shocked that when she was in town, she could correct the Kiosk issue and verify it worked for me. I did inform her that it makes me lose faith in the Tide family of products which she seemed very uninterested. She was all about the business and her schedule not caring about the customer which i finds disheartening for a large company.

  Customer response

  01/20/2023

  The person i was working with, Heather claimed she was director of operations for Tide Cleaners, and it was a company owned office.  The addresses below are the three sites i was directed to in order to retrieve my garments. 

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

  Business response

  02/03/2023

  Thank you for reaching out to the Better Business Bureau (BBB) and we’re sorry to hear of your disappointment. We reached out to our Tide Dry Cleaner Team to better understand the situation. They did a further review and advised that the last orders they have in their system from you, were in May of 2022 and were shown to be picked up.  While we understand you said you brought items in after that time, they were no items located and again, their system did not show any outstanding orders. 
  If you have any documentation showing the items dropped off after May 2022, please share that with the BBB.

  
  We look forward to your reply with the documentation.

   

  Customer response

  02/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  So disappointing as i have attached screen shots of my Tide app that shows i have orders to pick up in *********** right where I informed you, they are in my compliant.  I only want my clothes back and would appreciate that I get these returned.  I am not refusing to pay i just want to get them returned.  I have no reason to make this story up as what do i have to gain.  

   

  Please help me get this resolved as I have been extremely patient with Tide and your point of contact, Heather which has refused to work with me over since November. 

  
  Regards,
  
  ******* *********
  

  Business response

  02/21/2023

  Thank you for the order numbers.  As background, we do not have access to the Tide Dry Cleaners information, but have provided them the information and are waiting for a reply.  

  We truly appreciate your patience. 

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ******** and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  We are in month 5 of this request and to wait weeks for a response is unprofessional and not customer focused.  I am only asking for my items to be returned and i am not refusing to pay for the cleaning i just want them returned.  Why can they not go to ******* who is the director of operations with Tide as she is the one refusing to work with me to pick up the clothes.  

  Is there a reason i do not get a phone call from Tide Cleaners to try to resolve?  Instead, i send a message and wait weeks for a reply?  
  
  Regards,
  
  ******* *********
  

  Business response

  02/28/2023

  We appreciate your continued communication via the BBB.  We have been communication with ******* who will be reaching out to you regarding the issues. If you haven't heard from her again recently, it should be shortly.

  Kind regards. 

  Customer response

  03/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *********

  3/13/23

  Re: ID # ********- Tide Dry Cleaners
  
   
  
  I did respond that I do not accept that and do not appreciate you closing the compliant.  I have believe the business is in the if we ignore it they will go away and according to your email you did.  How do I reopen this compliant and keep the pressure on the business to return my clothes.
  
   
  
  Please do not just close this issue
  
   
  
  ******* *********

  Business response

  03/21/2023

  Our apologies for the delay, we are still waiting for a response from the Tide Dry Cleaners Team. Please keep the case open so we can follow-up when we have more information to share.

   

  Kind regards.

  Customer response

  03/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I still have not received my articles of clothing or any explanation of why i am being refused to have them returned.  Can someone hold the tide cleaners operations department accountable for customer service?  I can send some money for them to be shipped to me if that is a problem?  

  
  Regards,
  
  ******* *********
  

  Business response

  04/03/2023

  Thank you for reaching back out and your patience.  We have escalated this further internally and are hoping to receive a response shortly.  Please keep the case open until we have a resolution.

  We're truly sorry for the delays. 

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Still awaiting response from Tide Cleaners and wish to keep this active till resolved. 

  Regards,
  
  ******* *********
  

  Business response

  05/31/2023

  Thank you again for your extreme patience. After many attempts, it appears we were finally able to get the correct person to assist you with this matter.  Our understanding is that you were able to meet with Travis from the Tide Dry Cleaners Team and retrieve your garments.  Please let us know if there is anything additional.

  We wish you the best. 

  Customer response

  05/31/2023

  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. 
  
  Regards,
  
  ******* *********
  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent one of my blouses to Tide Cleaner Locker in my building for dry clean. It was sent back permanently damaged. I reached out to Tide cleaners for claim and have been patient about the process. Based on Tide's assessment , my blouse cannot be brought to its original state. After rounds of negotiations, Tide proposed a check reimbursement of $350. The had the maximum payout amount of $250 in the fine print. The original price of my shirt is more than $1000 and it was in a perfect condition (bought brand new in summer of 2022). The proposed solution is not sufficient to cover my loss. I love that blouse; it is a limited edition and a special gift. That is why I want to reach out to BBB for help. Attached are the pictures of the damaged blouse, the most recent response from Tide and the screenshot about the item found on ******. Here is the link to the item ( it is out of stock now. ) *************************************************************************************** Thank you for your help!

  Business response

  02/03/2023

  Thank you for reaching out to the Better Business Bureau.  We're sorry to hear of your experience and the disappointment in our terms.  The team that manages the Tide Lockers has advised they are working directly to you and have offered an exception to the terms.  We hope you were able to work out a compromise.

  Kind regards. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my clothing off at the location, when I went to pick up my clothes, several items were missing. At least half. I was told by ****** the manager and gentlemen that took in my clothes were let go. Several of the processed items that day were processed incorrectly, under wrong names and accounts. Over the next few weeks I was called to the store and told some of my clothes went to a customers house and were returned and others were placed under several other accounts. I did retrieve all of my items but nine. Weeks passed and the new manager Cristina B sat down with me and went over my missing items based on their records and my lists. She said that there was a new process and I should be receiving a check. My emails text and calls are being ignored.I have all communication records.This is very frustrating that they just ignore this and it has been since september. I have all of the screen shots and text messages.

  Business response

  01/19/2023

  Thank you for reaching out to the Better Business Bureau regarding the Tide Dry Cleaners.  We're sorry for your disappointment, but are glad you let us know.  While we do not have access to their records, they have assured us the recently followed up with you via postal mail to resolve the issue. Please don't hesitate to reach out if you need additional assistance.

  Kind regards. 

  Customer response

  01/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I have not received anything please see accompanying emails.
  
  Regards,
  
  ****** ****

  I can tell you from a customer’s perspective I feel that this entire road to fix a major error on Tide’s behalf
  Is both a disaster and a disappointment. I am completely convinced that I cannot be confident in anymore time frames or communications. At what point would a normal person loose tolerance for company neglect? I have attempted so many times to be patient. I feel very invalidated, when my purpose was to come to this conclusion in partnership. It has been months of broken  and sparse communication.
  
  
  I have very specific questions I am hoping you can help with.
  
  
  1.) what is the amount of the check already in process in your last communication you said it was an agreed upon amount. What did we agree upon?
  2.) when was the check to be mailed?
  3.) It has been months, what is the timeframe you promised your customers? I am at loss for almost half my order by negligence, also if you have new procedures and they take months the customer should not be this impacted.
  

  
  

  
  

  Business response

  01/29/2023

  Thank you for reaching back out. Our understanding is that the Tide Dry Cleaner Team has been in contact with you via email to provide the information requested. It appears they emailed the information on 1.19.23.

  Kind regards.

   

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Oct. 20 I dropped off 2 leather coats to be cleaned. I came back a week later and they said it wasn't done. This went on for 3 more weeks until they said one coat was lost. Didn't charge for the coat that did come back but now they won't contact me to reimburse me for lost coat. I want compensated for $150 dollar coat. This was the Tide cleaners in Oakley.

  Business response

  12/12/2022

  Thank you for reaching out to the Better Business Bureau regarding your experience with the Tide Dry Cleaners. We are very sorry to heard of this and while our team does not handle these, we did reach out to the group responsible.  The shared they were  in contact with you recently and the matter has been resolved.  

  Again, we appreciate your reaching out and if there are any additional questions or concerns, please let us know.

  Kind regards.

   

  Customer response

  12/13/2022

  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. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used the Tide Cleaners lockers at *** ******** ****** for 5 suit blazers on September 12 2021. My blazers were lost. In contacting the company, the claim process was delayed for at least 1 month while the Guest care team looked worked with the warehouse. Finally turned over to the claim department which offered me the cost of 1 blazer $200 after I provided proof of cost. I declined as 5 blazers were lost. After 2 weeks another offer made from the claim team for $500 reimbursement and $500 cleaning credit. I also declined this as the cost of my clothing is approximately $1,000. I have not received any response to my last email. I’ve saved all correspondence with the company.

  Business response

  11/09/2021

  Thank you for reaching out to the Better Business Bureau (BBB) regarding your experience with one of the Procter & Gamble owned Tide Dry Cleaner stores.  We’re sorry to hear of your disappointing experience and appreciate the opportunity to address your concern. While we do not have access to the records of the individual stores, we did reach out internally and have been assured you would be contacted to resolve the issue.  Please reply to the Better Business Bureau if you’ve not been contacted.
  
  Kind Regards.

*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. ↩