ComplaintsforSwan Cleaners

• Initial Complaint

  07/10/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  July 9, 2024 I used the laundry services of Swan Cleaners and self laundromat located at ***********************************************************************************************. I was APPALLED! The floor was filthy, flour tiles were missing, no paper towels in the restroom, AND ROACHES BIG AND SMALL WERE RUNNING RAMPANT IN THE BATHROOM- FLOORS AND WALLS. This is an establishment to CLEAN CLOTHES... REALLY?!? The dry cleaning business is connected, I will NEVER use THAT service ever again as well. How can they protect infestation of customers' items? Note: I used this service thirty years ago when our child was small, it was NOT in this condition... NO CHILD SHOULD BE BROUGHT INTO THIS BUSINESS NOW. SAD! At $3.50 per small load, there should be ample funds to correct this situation!

  Business response

  07/12/2024

  We are very sorry that our laundromat was in less than stellar condition when this customer visited us. Her visit was after a long holiday week- end and the janitorial staff had not yet been able to get to that location . Later that same day they were there and completely cleaned the store. The issue of the roaches is that even though we treat for them a customer can come in immediately after with them in their laundry bag or baskets and re-infest the building. 

  We do have an evaporative cooling system of adequate size to cool the store under normal conditions however that week the outside temperatures were in the upper 90's to over 100 degrees and due to the nature of laundry work using hot water and hot gas fired dryers it's just going to be warmer that a shoe store .

  Repairs are normally made to the facility on a regular basis in fact our machinery repair person has spent three days there this week. We won't make any additional investment into the building as we are not able to extend our lease with the new landlord and will be closing that location in one year 

  The real issue is that the regular clientele there are very hard on the equipment and the building. We do our best given the area where the business is located but we can't station a police officer and full- time janitor there to control the damage caused by the patrons.

  This laundromat has nothing to do with our professional dry cleaning store which operates well and properly without any of these issues .

  To be clear immediately after we received this complaint we provided an email response and answer to this customer but it seems that was not enough for her and she was determined to be more vocal .

  We do not owe her any refund that I am aware of however if she wants some money out of this deal we will make that credit available to her at the store if she will so advise us.

  Thank you.

   

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 22nd, I purchased $58.54 of dry cleaning from Swan Cleaners at *** ** **** **. (they have since moved). I used a 20% or 25% off coupon. Instead of taking the money off the bill, they credited me with that amount for the next time I visit. When I contacted *** ***** of Swan Cleaners she emailed me on April 4th that she would take care of it. I was not refunded the amount due. I followed up with her three more times by email and received no response.

  Business response

  07/01/2024

   I spoke with the store manager today and she was never made aware of this problem by the customer .Had she known this would have been handled immediately. Instead the customer contacted *** ***** the then operations manager who was in the process of retiring from our Company and in fact did retire never having completed  the refund . I reviewed the customer's invoices today with the then store manager and we will refund the 25% discount of $14.64 to his credit card.  As a good will gesture we will leave the $14.64 cash credit on his account to use anytime this year for other Swan services .He has asked for his entire purchase price back in this complaint which we will not do as that would be an unjust enrichment.  I will have Emmy Urban our office manager call him for his credit card information unless he wants to call her tomorrow at ###-###-####.

  I wish that the customer had first contacted the store manager instead of the retiring operations manager . Also if he had called our office and left a message for me this would have been promptly handled . 

  I feel that this resolves the matter.

  **** *****, president 

   

   

   

  Customer response

  07/02/2024

  Hello BBB and President of Swan Cleaners,

  Thank you both for the timely response and your investigation into the matter. I also appreciate the partial refund, which I accept, and am looking forward to receiving. I have opted to reject your response because it is not accurate. I felt it is important to correct it in writing.
  

  First, I did tell your store manager about this issue. When I picked up my dry cleaning, that was when she informed me I was not getting a price discount but actually a store credit, and at that point I immediately talked to her about it. She seemed to not comprehend that I wanted the money, and not the credit, and if I am remembering correctly she said that the system would not allow her to do this. However, I can not stress enough that I did talk with the store manager. 
  

  Second, how was I supposed to know that *** ***** was retiring? She should have done what she said she would—which was refund me the money due. But at a minimum, Sue could have set up an automatic reply on her email indicating that she has retired. Had she done that, I would have known she no longer works for Swan Cleaners. 
  

  Third, I did call your corporate office. That is how I got connected with *** ****** 
  

  Fourth, I agree with you a full refund is not fair. The BBB system allows me to choose “bill adjustment” or “refund”. I opted for the refund button because the bill has already been paid and I am asking for a refund. I now see that would be confusing and I do accept your partial refund. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dropped clothes off on 6th of May @ Swan Cleaners ***** ********** location. We were unaware they were sending them out to a different location to be processed or we would have said, "NO Thank you" We drop 50 items off & paid $493+ to clean them. My husband wanted all his clothes dry cleaned not washed. The mgr of the store said, "OK". She gave him a dry cleaning slip saying 50 items. A week later we picked them up 10th of May. I didn't go through the clothes until the next morning. When bags were opened there was a very strong chemical odor. We had to take the clothes out. We called our local ***** ********** Swan's & explained what was going on. All the clothes were faded, emblems melted & faded & a Calvin Klein dress belt was broken. She passed us off to the Sinclair Rd home ofc. I called 5-13 am they told me to bring clothes up & drop them off for the mgr to inspect them. I wanted to be there during that inspection so I didn't leave the clothes. I was waiting for a call back from the Mgr & never received a call. The mgr & I had talked on the phone & he said he would be there WED am the 15th my husband was off work we went to Sinclair location with the clothes as we received them @ pick up. The mgr left & was not there. The assist mgr called him to see when he will return that we were waiting. He came back. We went through the inspection, Mgr admitted smell was nasty. Told me to file a claim. I did. The cleaner who actually cleaned the clothes was very rude said that the clothes were like this when we brought them in to be cleaned. Mgr wanted to have a experience cleaner inspect the items who had not previously processed them. On 16th we went back up. Assist mgr agreed with us & Mgr did not. Mgr told us "we aren't taking care of nothing & hung up "The Owner " talked to me but now is avoiding me. Locked the door & would not let us in. They said they would refund our $493+ but it hasn't shown back in our acct & they still have our $4,000 damaged clothes.

  Business response

  05/30/2024

   The clothing in question was properly processed according to the care labels in the garments which we are required to do.. At the outset of the customers complaint we had our senior Dry Cleaner , with 35+ years of experience examine the garments and he found nothing wrong with them . In addition I personally examined all of the items and found nothing to be wrong with the garments. I spoke with the lady who took them in at the ***** ********** store, a person with over 30 years experience in the dry cleaning business , and she states that the clothes were all crammed into a trash bag and a duffel bag, She further states that the clothes all were in very bad condition  and heavily soiled and very  spotted  and that she told the customer that they appeared to be in very bad condition. The associate at the ***** ********** store further states that after we cleaned the garments that  the clothes looked greatly improved from when the customer first brought them . In fact there was a belt that was damaged that we repaired at no charge .We did issue a full credit card refund to the customer in the amount of $492.87which our statement shows as going through. I believe that this customer is not being truthful and is looking for an unjust enrichment. Our clerk stated that she felt from the start of the transaction that she "thought this was a scam " in the making and that is why she told the customer what bad condition the clothes were in at the time of drop off. We refunded her full purchase price for the services that we properly performed. One important point to know is that these clothes were cleaned that day with hundreds of other clothes from hundreds of other customers and no other customers have had any complaints. When this occurs we become suspicious of the complaining customer and their clothes and not our process as the process will not selectively damage one customer's clothes and not the others that were handled that same day . As far as we are concerned meeting the customer's demand for a full refund of her charges closed the matter.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 8, 2024 I dropped off three items for dry cleaning at the Swan cleaners at 2774 East Main St. in Bexley Ohio. My receipt stated that my items would be available for pick up January 12, 2024. I went to retrieve my items on January 19 at approximately somewhere between 4 o’clock and 5 o’clock in the afternoon. I was told by the attendant there that my items had already been picked up. Expressed to her that this was not possible. This was the first time I was coming to pick them up. She told me that I needed to return the next day and speak to the manager ****** at 9 AM. Which she wrote on my receipt. I did as she requested the next morning I came in ***** the manager told me the same thing. That their computer system showed that I had picked up the items. I expressed to her that their system was wrong. I had not picked up the items and I was right here to pick them up right then. ***** said she would continue to investigate and give me a call back. I never got the call. I went back in the store again. ***** told me at that time she would have to talk to her regional manager and that that regional manager would be in the store Friday. When I called to talk to ****** on that Saturday, she was not in. I was told that I needed to call back on Monday. I actually went in Swan cleaners on Thursday the 25th spoke to ***** again she said there was no resolution. She said she had spoken to the regional manager, and there was nothing that they could do. Mind you I have placed two calls to the woman. She identified to me as a regional manager even before I went back in the store to talk to her. I left two messages explaining the situation. I had not heard anything back from the regional office. The woman’s name is Sue Miller. That is what ****** told me that is exact person who I called. ***** said there’s nothing I can do this is unacceptable. I want my items reimbursed. She went on to tell me that they don’t even have a policy for lost or damaged items.

  Business response

  02/19/2024

  This is the first time that this BBB notice has been received by us. 

  Our records and the store manager clearly remember that these sweaters were picked up by someone on behalf of this customer. However in the interest of maintaining an unblemished BBB record we have today (2/19/24) made a policy adjustment to the customer which he has accepted as full and final resolution in this matter.

  This matter is now closed .

  Business response

  02/28/2024

  Although the consumer may no have responded to the BBB he did ACCEPT our settlement as full and final payment of his claim .

   

  **** ** *****

  President

  Swan Cleaners , Inc.

  Business response

  02/29/2024

  The check amount that was agreed to was $60.00 and it was mailed 2/27. This was a policy adjustment as we did not do anything wrong . The customer is either mistaken or not telling the truth . But no matter we are paying him anyway just because we are a good and honest company .

  Customer response

  03/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21213782
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ********

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/11/23, I dropped off an 8 x 10 rug to be cleaned at the Swan Cleaners on Perimeter Drive. I paid for the full cost of it to be cleaned upon dropping it off. (cost was $130) After two weeks, I called to inquire about the status. I was told it would be ready by 9/30/23. I couldn't get to the store until 10/2, and upon arrival, I was told that the rug was still not ready. Within the next three weeks, I would go on to call the store no less than 6 times to inquire about the rug. I was told that they were going to reach out to the rug cleaners that they send all the rugs to, and that they would call me back, but never once was I called back. I was then told numerous times, that "these big rugs just take longer to dry." I called three other Swan Cleaners locations to inquire about the average turnaround time it takes to bet an 8 x 10 rug cleaned, and all three locations said 2-3 weeks, so I knew that this Swan was lying to me. It has now been 7 WEEKS since I dropped the rug off and they are now telling me that they cannot find the rug. The abhorrent customer service that I have received from Swan Cleaners regarding this issue has been infuriating. They lost an 8 x 10 rug, not a few dress shirts. How do you lose a rug that big? They have been so dismissive of me everytime I would call. Their lack of action on this issue is disgraceful. I have been very patient and they have done next to nothing to solve this. I want my money back for what they already charged me to have it cleaned as well as the cost covered for the rug itself, which was $430.

  Business response

  11/01/2023

  The rug was misplaced by our wholesale contractor. We have been unable to locate it. We had the customer complete claim and adjust form and our manager was awaiting a receipt verification as to the purchase details which the customer had not provided so that was the reason for the delay. .

  We have decided to go ahead and pay her claim in the full amount that she requested and she filed a credit card dispute for the charges which was not necessary hoever since she did that we will  not protest that.

   The customer has now been made whole and the matter is closed.

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my Nike tech fleece outfits to swan cleaners to get dry cleaned and returned 2 days later to pick my clothes up and they were literally destroyed 2 outfits had oil stains all over them and they didn’t have any stains on them when I dropped them off and to make things even worse they looked very dry and ashy like really bad I tried to get a refund for my clothing and the regional manager denied my request and said that they followed the guidelines for washing my clothes and told me to contact Nike to get a refund even though the employee that checked my clothes in told them that my clothes had no stains on them and looked brand new when I dropped them off swan cleaners hasn’t tried to refund me for the services or nothing I’ve Ben calling them and I stay to far away to just be taking drives there everyday they haven’t returned any of my calls or anything I even purchased a new Nike tech fleece outfit to go up to swan cleaners and show them the difference of between the two items and they still told me there was nothing they could do and to contact Nike to get a refund for my clothes even thought my clothes were basically new when I dropped them off to swan cleaners

  Business response

  05/11/2023

  This claim has been resolved weeks ago .

  **** *****

  Swan Cleaners 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December of 2022, I took several items to the Canal Winchester Swan Cleaners for cleaning. The items to be cleaned included a black pea coat. When I went to pick up the items, I found that the coat appeared to have a white substance on it. The manager was very kind and sent the coat back to be cleaned again. When I went to pick it up the second time, the white was still on the coat, so the manager sent it for cleaning again. When I went to pick it up the third time, it looked worse than it had in the beginning. There were more areas that appeared to have a white substance on it. At that point, the manager had me fill out a form so I could be reimbursed for the cost of the cleaning and for the damage done to my coat. That was over over 2 months ago. During that time, I went online and submitted a complaint, twice, but I got no response. I called the store manager several times. She assured me that the form had been submitted to the district manager and that I would be hearing from the district manager but I still have not been contacted. I wanted to give them a chance to resolve this matter before submitting a complaint but it appears to me that they have no intent of refunding the cost of the cleaning or of paying for the damage done to my coat.

  Business response

  03/22/2023

  We have issued a adjustment check as payment in full for this coat. We did this as a policy adjustment as we did not create the damage to this coat. Th white areas on this coat  are a loss of color due to this being a garment that is not color fast and the dyes bleed out in normal cleaning .

  Customer response

  03/30/2023

       The consumer indicated by phone that the business had resolved their complaint.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped my sons varsity jacket off to swan cleaners on the corner of hilliard and roberts rd on 2/11/2023 and was told it would be ready in a week. I started calling on 2/17/2023 and everyday since then asking if it is ready for pick up and was told it's not back yet. I called yesterday 2/21/2023 and the lady who answered the phone phone was rude and advised you call everyday and I tell you the same thing it's not back yet. I told her I will continue to call until I get the jacket back. I asked her to call whoever has it and just have them bring the jacket back clean or not because at this point I'm super frustrated. I have had a problem with this cleaners in the past when my husband mom died and they lost the vest to his 3 piece suite. We had to go out of town for his mom's funeral and he ended up having to find a cleaners that was in Warren ohio to clean another suite he had. I will never go to this place again after I get my sons jacket because they are unprofessional and rude. At this point I just want the jacket back

  Business response

  02/28/2023

  The customer has been taken care of .The jacket has been returned to her with all of the work completed . 

  Customer response

  02/28/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took a custom made shirt to Swan Cleaners on 8/5/2022. Shirt was returned with a brown stain on the sleeve cuff. Shirt was returned to have the stain removed 8/23/22. Promised to be done on 8/25/22. Shirt was not ready prior to store closing. Called on 8/26/22 and asked for it to be checked before picking up. It was not. Upon pick-up on 8/26/22 stain was still present. Employee had no idea how to file a damage claim or how I could get reimbursed. Was given a phone number for a person named *** to handle. *** was supposed to let Saturday's employee know I would be in at 10am to fill out a claim. Employee was unaware and had to contact ***. Even with contacting ***, I have no answers as to when the claim I filled out will be filed or if I will be reimbursed or when. Employee also questioned why I wanted reimbursed for the price of the shirt including tax as well as the fee I originally paid to have the shirt cleaned. I have also contacted Swan Corporate through the website with the same description. I just want a timely refund for the service they failed to provide and the full cost for me to replace the shirt. I have receipts and photos if need, just can't upload from this device.

  Business response

  08/31/2022

   We have removed the spot which was from something that the customer had got on the garment that manifest after cleaning . Customer informed on 8/30/22 shirt was ready and available for her to pick-up. We gave her a $25.00 account credit for future use for her trouble. Case closed .

  Customer response

  09/03/2022

  we were never made aware of the $25 credit upon picking up the shirt. We will not use the credit either after the trouble we had we will never return to the business.  They also continue to lie about how the spot got on the shirt. They were finally able to clean it off with a rust remover according to them. They only time rust could have gotten on the shirt was during their cleaning process as the shirt had not been cleaned prior to them  
  

  We have a clean shirt. We no longer wish to have contact with the business or continue to waste our time after it took 8 trips to the store to get this resolution. 
  
  

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Swan Cleaners on E Main, Bexley, OH. I had my husband take my coat in to get cleaned. When we returned, the clerk brought out three coats none of which were mine. The clerk was very insistent that I take someone else's coat. My husband grabbed one and said let's go, because he didn't want to argue about it. I called them when I got home and explained that we would return with the coat. I returned the coat  and the clerk took my phone number and said a manager would call me. I called Friday, but the manager wasn't in. I called corporate. The corp rep said your coat was given to a different customer. She told me to talk to *** *****. *** called me. I explained what had transpired. *** said she would call me back. She didn't. I called back yesterday, and left her a vm.       

  Business response

  01/27/2022

   We truly believe that we returned to the customer the coat which was brought to us for cleaning.

  Having said that we are willing to consider a” Policy” adjustment in this case in some amount. Please have her provide us with a copy of her original purchase receipt and we will then settle the complaint with her. please send it to ******@swancleaners.com.

  Thank you.

  **** *****

  swan cleaners

   

  Customer response

  02/04/2022

  Consumer called BBB and responded to the business response verbally. She said she no longer has the receipt for her coat because it was a gift and she got it 2 years ago. She would like the business to make an offer for her to consider.

  Business response

  02/04/2022

   Without some form of evidence of the purchase price and date of purchase  and description of the item we would be willing to make a "policy adjustment " of $100.00 in the form of a $50.00 check and a $50.00 store credit for future dry cleaning services...

  Customer response

  02/09/2022

  I accept the business's response to resolve this complaint. 
  
  

*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. ↩