Complaints

This profile includes complaints for Rick's Cleaners's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rick's Cleaners

  5324 Cameron Rd Austin, TX 78723

• 

  Rick's Cleaners

  850 N Bell # 304 Cedar Park, TX 78613

• 

  Rick's Cleaners

  8400 Brodie Ln #101 Austin, TX 78745

• 

  Rick's Cleaners

  13011 Shops Parkway #200 Austin, TX 78738

• 

  Rick's Cleaners

  3411 N Lamar Blvd Austin, TX 78705-1115

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:03/21/2025

  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.

  When I picked up my suit, the number of hangers matched the number of items I was supposed to have. When I got home, I opened the suit jacket, and no pants were inside. I called to let them know I was missing my pants. I was told they would look for them. On or about the phone call on the 14th, I inquired why it took so long to figure this out. I was told that the manager had to inform the other store managers and the service center so they could look for the pants. I was also told that sometimes managers were also ******* the service desks, and it could take some time to see if the pants had been delivered there. I went back on the 16th to pick up another order and was given the number to customer service. The employees at the ******* ****** store seemed to be doing what they could. I was also informed that if they could not find my pants, they would reimburse me for them, and if it was part of a suit, they would reimburse the whole suit. Every time I spoke to the customer service person, I was promised a phone call back, but I never received one. The only call I received was after the final discussion, where the phone rang once it hung up, leading me to believe it was an accidental call. On the final call to customer service, I was told they had footage of me picking up the items, and they would not help me any further. I asked for the footage to show I did not open the suit and that there was an appropriate number of hangers. I do not want an apology from Ricks. After speaking with customer service, it is clear that it would be insincere. I want reimbursement for the pants of $118.00 plus tax. I do not need reimbursement for the entire suit; I do not believe the color difference would be so bad that it is warranted. Below is the link for the blue wide-leg trousers from ******** and my call log to the store and customer service.******************************************************************************* log in uploaded docs

  Business Response

  Date: 03/21/2025

  This is obviously a regrettable situation. We sent a claim form to Ms. ***** today to reimburse for the requested amount. Once the claim is provided to Ms. ***** I ask that the BBB complaint is dropped. Thank you. 

• Initial Complaint

  Date:11/22/2023

  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.

  I took a few dresses in, only to pick up and find one of my ***** top dresses stained with a lot red and discoloration on the ***** back side of the dress. There was also a light brown stain on the front and a white stain on the black skirt half of the dress. This was Monday. I emphasize ***** colored because they had it down and still do as GREY. The woman who checked me out even let me know that was a mistake and might have caused it to be thrown in the wrong batch of colors. She agreed it was not grey but *****.They told me to pick it up for a redo on Wednesday. I went in to pick it up on Wednesday, only for them to tell me its not ready. I was told to come back the next day, Thursday. I let them know it would have been nice to advise me beforehand that it wasnt going to be ready.So I keep calling the following days to follow up before I waste time and gas to head down there, only for them to tell me its still not ready. The woman who answered the phone let me know she doesnt know the status of it and cant tell me anything. Well, thats helpful. Dont yall communicate as a business in the workplace? Communication is key. I asked her if she could ask someone/check the status and stop leaving me in the dark whats going on. At this point I felt like they ruined my dress and were leaving me in the dark. What if it was just sitting back there and forgotten about, since clearly they lack communication here? She let me know thats not her department. She let me know her concern was the customers in front of me. They were there first and her only concern. I would say I was technically first, weeks ago when they ruined my dress and put me in this position in the first place.However, she did say she would check and call me back. I let her know if I dont answer, to please leave me a voicemail with some info. Glad I didnt hold my breath. Never happened. Finally went in to find my dress is still stained red with no answers.

  Business Response

  Date: 11/22/2023

  Hi *******, we want to apologize about this ordeal. We understand the process has been frustrating for you. When anything happens to a garment in the cleaning process, our standard procedure is to have the item brought back in to us at a Rick's Cleaners location where it can then be sent to our main office where an experienced supervisor can assess it to determine the root of the problem and the course of action for what we can do to correct it. We apologize if this procedure wasn't clearly explained to you. If you still have the item, we request that you return it to the store where the original ticket was processed. They will then send it to our office. Once we have a plan in place, we will reach out to you before we proceed with any action to discuss the details with you and get approval. Without receiving the garment, however, we will be unable to proceed with the process. We hope we are able to resolve this for you soon. 

  Customer Answer

  Date: 11/22/2023

  Complaint: 20903170
  
  I am rejecting this response because:
  I do not think its right that my dress will be held for who knows how long, after being held on to for so long already.  I do not feel that I can entrust this company with my dress again.  In the event I do surrender my dress to them, for further examination, I understand, its undetermined what amount Ill be given for this dress in the event they still cannot fix the dress.  I already know they cannot replace it, as its discontinued.  And I already know they will not give me what I paid for the dress because they have to take into account depreciation.  Ill never be fully whole again after this ordeal if they cant fix the dress and then send a lowball check that isnt what I PAID for the dress, while they just toss my dress away.  Either fix it, or send the PAID amount for the dress, or send your lowball check but STILL LET ME HOLD ON TO THE DRESS.  Ive been told if I accept the check, Ill be forced to let them toss my dress out, which makes no sense.  Compensate me what you will, but let me at least still keep the dress of sentimental value that I clearly wont be able to wear again.  No point in them just keeping it to toss it.  But if I do keep it, I dont get compensated for the damage that was done?  Thats not a fair price to pay for something that was YOUR mistake.  My only mistake was trusting a business to do their job.

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

  Business Response

  Date: 11/29/2023

  Hi *******, we understand your frustration. Please know that everything mentioned in previous conversations are our standard procedures. When an issue becomes a claim and the customer chooses reimbursement (as opposed to store credit), that is essentially us purchasing the garment. This is standard across all dry cleaners everywhere. We do understand your hesitation to bring the dress back, however in order to make any kind of decision we require that we receive the item again and we ask this of all customers. We understand if you're unfamiliar with the process, but know that we do ask this of everyone in situations like these. If you are steadfast in your decision to not return the dress, our offer at this point in time would be offer a reimbursement of half of the depreciated price of the dress. We can issue you a claim form, which is, again, standard procedure in these cases, in order to determine the current value of the dress. Clothing, similar to vehicles, do depreciate over time and wear. There is a guide that we follow that was put out by the Dry Clean and ***************** that nearly all dry cleaners follow, as well. We do provide this chart when we issue reimbursements so that you may see exactly why we issue you a specific amount. At this point in the road, the options are to either bring the dress back for evaluation and then be issued a reimbursement for the current value, or to keep the dress and fill out our form and be issued half of the current value. We will wait for your reply as to how you would like to proceed. 

  Customer Answer

  Date: 12/01/2023

  Complaint: 20903170
  
  I cannot accept nor deny at this point until I get clarification.  In the event I took the dress back, it gets sent off for who knows how long, I get a lowball offer, can I get my dress back AND get half of the amount offered, since Ill be opting to keep the dress?  And Ill still expect my full reimbursement for the dry cleaning bill for the dress as well.

  You stated if I refuse to take the dress back, Ill get half of the depreciated value.  So Im assuming theres no difference if I do take the dress in but decide the amount isnt sufficient and want the dress back.  Because at the end of the day, my dress is ruined and I expect some sort of compensation for that.  So, You guys keep the dress and trash it, I get full value.  I ask for the dress back, I get half of the value offered.

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

  Business Response

  Date: 01/03/2024

  Hi there,

  ******************** refused to bring her dress back so we could inspect it. We cannot provide any refunds of any sort without inspecting garments ourselves. 

  Based on picture she provided, we determined that the garment **** onto itself which is a manufacturer defect and not our responsibility. See attached document. 

  Even though we determined the issue as not our responsibility, we still offered to refund the cleaning and provide credits to her account. But, only if she brought in the jacket for us to inspect. She decided not to do so. 

  We could take no further action without inspecting the dress. 

  Thanks,

  ****

  Customer Answer

  Date: 01/14/2024

  Complaint: 20903170
  
  I am rejecting this response because:

  I never got a final response to my last question.
  
  Regards,
  
  *******************************

  Business Response

  Date: 01/15/2024

  I am sorry, what is the question you are wanting a response to?

  We are happy to work with you on this. Thanks. 

• Initial Complaint

  Date:09/30/2023

  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.

  On Friday September 1st, 2023, I dropped a ******* suit (vest and trousers) for cleaning at Rick's Cleaners ****** location (**************************************************************). This was under my last name: *******. This suit was as good as new: purchased for my wedding less than 2 years ago, and not much used since.On the evening of Tuesday September 5th, 2023, I picked up the cleaned suit. When I arrived home, I noticed the trousers had been damaged. See pictures attached. This made the suit unwearable. The same day, I wrote to Rick's Cleaners support to inform them about it and share pictures.Two days later, ****'s requested to drop the trousers back at the location for them to assess it, which I did the same day (that was on September 7th).After sending two email reminders and calling several times, they finally came back to me on September 20th and called me on September 21st, to request me to go check the trousers that they had worked on at their ****** location. I did it the next day (September 22nd), and wrote them an email (with attached picture) explaining there was an improvement but that the damages were still visible - as the picture was showing - therefore requesting compensation.I received no answer until calling again on September 26th to complain. The owner then answered my email saying he will call me. I summarized the call with them in an email after it: they did not propose any compensation and during the call only accepted to compensate for the suit cleaning service cost (around $15). I explained this was scandalous and I intended to contact BBB and the ***** Office of the Attorney General.I came to collect that ***** amount at their ***************** location on Wednesday September 27th, 2023.I expect from filing with BBB to be correctly refunded for the damages that were made to my belongings. As I have a professional event in ********* on October 9th, I had to hastily purchase a new suit (more than $850).

  Business Response

  Date: 10/02/2023

  I'd like to first of all apologize for the troubles this scenario has caused for ******************. We first found out about the pulls/runs in the back of this slacks when a review was posted online. Although we wish it would have been caught beforehand, it did not, and we asked that ****************** return the items to our location so that the items could be examined in the office. The area of damage was on the back thigh of the slacks. Due to the loop knit construction of the thread, and the nature of the "pulls" in the material, it was determined by my professional opinion that this style of damage would likely come from accidental consumer use. This is very common in this area (back thigh) because it would come in contact with surfaces when we sit down and get up. If an area of material has been rubbed or the surface has experienced abrasion during wear it can remain relatively unnoticed by the consumer or dry cleaner when dropped off to be professionally dry cleaned. During the agitation (standard spinning of a machine) of the cleaning process, any affected areas that *** have been subject to surface abrasion have the opportunity to "open up" or cause further visible damage. This continuation would not be preventable in a standard cleaning process.

   

  On our last phone call I did offer ****************** the choice for me to send it to a professional 3rd party company called the International Dry Clean and ***************** to have the fabric analyzed to determine if the damage was likely due to the cleaning process or other factors. ****************** declined this, but the offer still stands to do so at my expense. This professional 3rd party document would show analysis results and indicate whether or not I was at fault for such damage. 

   

  Please let me know if this becomes a desired option. We would need to have the item returned to our office and it takes a few weeks to receive the report back.

   

  Thank you for your time and I apologize for this entire situation.  

   

   

  Customer Answer

  Date: 10/02/2023

  Complaint: 20678798
  
  I am rejecting this response because:

  1. The suit was dropped to the location in a "Good as new" condition.

  2. It seems from the response to my BBB complaint that the business is now rejecting its responsibility based on theoretical reasons. However the business was considering its responsibility when they asked for the item to be returned, assessed, reworked and cleaned again.

  3. I reject, as I was rejecting before, the option of sending the trousers to one of the business's suppliers for further assessment for obvious conflict of interest reasons.

  4. The business is doing everything possible not to help. I had to wait almost a month and send many reminders to get the trousers back without even a proposal to refund the initial cleaning service cost. That is at the limit of decency. On top, I had to buy a brand new suit for my next business trip (I can provide the bill whenever needed).

  5. The response of the business contains large inaccuracies which are dishonest. For instance, the business did not learn about that through an online review: I contacted the business and tried to work with them only all along September to find a smooth resolution path, in good faith. I never posted any online review by then. I posted online reviews on ****** Maps and the BBB on September 30th when I finally understood that the business was not willing to help, and even told them by email that I was going to do so beforehand.

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

  Business Response

  Date: 10/04/2023

  Hello,

  We are still willing to send the garment off to be professionally analyzed to determine whether or not the damage is indicative of the dry clean process being the primary/initial cause. If it deemed so, Rick's Cleaners will use the Fair Claims Guide to appropriately value the pant itself, and may compensate for the specific item at the value percentage indicated on the fair claims guide.

   

  We hope our offer to be able to determine the initial cause will be accepted so we are able to find a resolution.

   

  Thank you,

  Customer Answer

  Date: 10/04/2023

  Complaint: 20678798
  
  I am rejecting this response because:
  
  - This is the same content than in previous response and reasons for rejection have already been explained in the previous rejection.
  
  I will add that:
  
  - Ive been very patient in trying to find a reasonable resolution path with Ricks, in good faith, all over September. It was very long and required lots of energy.
  
  - The pants have already been assessed for a long time by the business.
  
  - I am not looking to lose additional time and energy, I am looking for a reasonable settlement - in good faith - which has never been proposed so far.

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

  Business Response

  Date: 10/06/2023

  I am sorry that we did not come to terms with the resolution on ******************. Although we have no new information to provide, the company still believes the root cause was surface abrasion out of the control of the cleaner. This can certainly worsen, as we believe it did, when subject to standard agitation of the dry cleaning process. Although gentle, all cycles have agitation, and this is where unknown areas that *** have been affected can worsen. In our industry we have to assess every item by the type of damage we see, the material and weave composition, and identify what we believe the cause originated from. In this event, unfortunately we did not agree with the customer. When items are used and worn by customers and brought for cleaning, there *** be risks unknown to the cleaner based on consumer wear and accidental contact. This is my belief for this item.

   

  I am very sorry again for the outcome. In addition to refunding the order (was not intended to cover the cost of the pant), I would like to offer an additional $50 of cleaning credit to be used for any future dry cleaning. This offer is unrelated to the cost of the pant itself, but we still wanted to offer it in the event ****************** would use it. I have placed it in his account already as a token of good faith.

   

  Thank you for your time,

   

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

  ************
  Rick's Cleaners

  Customer Answer

  Date: 10/09/2023

  Complaint: 20678798
  
  I am rejecting this response because:

  I think anyone referring to this conversation and to past email threads understands that it is not an option for me to use Ricks Cleaners services in the future.

  The BBB has aknowledged before that last message from the business that the business did not propose a reasonable resolution in the past six weeks.

  Therefore, a cleaning credit is by definition out of purpose.

  I encourage the business to propose relevant resolution to customer issues. In this case, by nature it should be a regular refund in cash or on credit card of a portion of the value of the trousers.

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

  Business Response

  Date: 10/09/2023

  ******************,

  I understand how unfortunate this situation is. The BBB's decision to identify that it was not a resolution was due to the two parties have not come to an agreement from their respective sides. I am still requesting to allow us to have the pants analyzed by the ********************************** as a professional 3rd party. Since a credit would not be accepted, I think it is the best way to find a solution. As previously mentioned, if the initial damage is understood to have conclusively come from the dry cleaner during cleaning (and not during accidental consumer use), then Rick's Cleaners would be responsible for the depreciated value of the pant based off of the Fair Claims Guide used to value clothing at its present day value. If it is identified that it may have been from sources outside of the dry cleaners as its origin, then unfortunately our original proposition would still stand.

  
  Thank you,

  Customer Answer

  Date: 10/09/2023

  Complaint: 20678798
  
  I am rejecting this response because:

  Offers made by the business are the same than before and already identified as not suitable.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/07/2022

  Type:Customer Service 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.

  (email copy sent on 11-18-22 @ **********************************)On October 13th 2022 I sent four pair of pants To the store location on **************** to be pressed and starched. I was told that they will be done the next day which would be October 14 and I can pick them up. I returned October 17th To pick my clothes up but was told that 2 pair were ready and 2 pair couldnt be found. The lady at the front counter told me that she made a call and they said that the two pair were found but one pair still needed to be treated And I can pick them up on the 18th. I told her then that When I brought them in nothing was on my pants that need to be treated they were new I just need it then pressed and starched. And furthermore I didnt live there and was leaving ****** Friday. She said it was nothing she could do. So despite not wanting to & having to rearrange my flight schedule I return today on the 18th to pick up my pants, one pair of pants are still the exact same way they were when I brought them in on the 13th and the other pair are completely ruined in the back. I paid over $200 dollars for a pair of Purple Brand pants just so you guys can knowingly ruin them and then give me the run around for nearly a week. I THINK NOT!! Im beyond ****** and would like to be reimbursed for my pants. Below Im attaching supporting pictures and documentation. Today 12-7-22 I called because after almost two months of calling without a callback, response or resolution spoke with a lady by the name of **** who now informed me that theirs nothing they can do but create their own patch and sow it on because the manufacturer wont supply them with a new pair of pants or materials to replace the cleaners mistake. This is very unacceptable seeing as though I entrusted them with a new pair of pants which they ruined and now dont want to accept responsibility for. I informed Tory that I didnt want a made up patch on a brand new pair of jeans because thats not how I purchased them. She hung up

  Business Response

  Date: 12/07/2022

  The customer was contacted once the item was received in the office for a leather patch on the back of the garment hardening after standard cleaning. The care label did not indicate that the accessory (leather patch) would have an adverse reaction to cleaning. When it did, our solution was to get in touch with the manufacturer as this is their defect. We process hundreds of jeans per day in the same exact process with no problems. We attempted to help assist the customer and contact Purple, the manufacturer, to try to get a replacement patch. The company would not give us a replacement patch because we could not provide a proof of purchase. The customer did not have proof of purchase either and mentioned the item was purchased in store in cash. We hit a roadblock with the manufacturer because we did need proof of purchase and could not collect one. At this time, we purchased a leather replacement to be professionally stitched to the garment. Upon speaking to the customer on 12/7/22, the customer requested that we not do anything to the jeans and have them returned. At this time, we are having our seamstress return them to our office so we can route them to the store. 

   

  I am very sorry if there was any confusion with a hang up on our end. I consulted with **** after the call and we have been battling intermittent internet issues for most of today. Our phone lines are VOIP (internet based) and I assuming that a call did drop. We attempted to contact the customer back after the dropped call, however it went directly to voicemail. 

   

  At this time if we can receive a receipt we are happy to help him on his behalf by speaking with Purple, the manufacturer, as this is a result of the materials used. If the customer is able to speak with them directly and obtain a new patch, we are happy to have it stitched on for him at no cost.

   

  Thank you,

   

  **********
  Rick's Cleaners

  Customer Answer

  Date: 12/11/2022

  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

  Date:06/09/2022

  Type:Customer Service 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.

  Dry-cleaning place lost 3 of my trousers. These were designer brands from ***** ******. This happened in early part of AprilApril 20 22, and they have not compensated me for the losses

• Initial Complaint

  Date:06/03/2022

  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.

  This complaint is in reference to invoice #********* ( 1 button up Van ****** long sleeve black shirt). I brought this shirt to Rick's Cleaners located on ********************************** for cleaning on April 30th 2022. I have made various attempts including phone calls and in-person visits to collect my clothing, It has been approximately 2 months, and yet no answers. I have spoken to various staff members including ***** and yet no answers. I was only told that the tags may have fallen out of the cloths, and they are unable to locate my item. Obviously, this reason clearly shows lack of supervision, oversight and training. I also left messages for General Managers, "******" and ****** and has yet, to receive any call backs. At this point, I am requesting for the cost of the shirt, as well as refund for the dry leaning ($4.86). This shirt is a Van ****** very expensive long sleeve shirt that cost $55 plus tax.

  Business Response

  Date: 01/15/2024

  We understand this complaint has been resolved. If not, please let us know. 

  Thank you,
  ****

  Customer Answer

  Date: 01/16/2024

  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,
  
  *************************