ComplaintsforBest Cleaners Mansfield

• Initial Complaint

  01/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Saturday January 8th, 2022 I took my king size white comforter to Best Cleaners Mansfield because on ****** they seemed to have the best reviews for dry cleaners in my area. When I arrived a middle aged man came out with no mask, smelling like marijuana, and looked like he was on something came to my window and took my comforter. He took my husbands name and phone # and said his boss was not there but that we could leave the comforter with him so we did. After our drive up encounter we were giving the facility the benefit of the doubt because of the good reviews on ******. The man could not even hold his pen or write our name correctly and didn't know how to write the letter "Z" for our last name. I had e-mailed the owner in which he gave me a quote and said he would take care of the cleaning for us. I said thank you and gave it a few days since this is a bigger item (king size comforter) I thought it might take a little longer to have ready. Monday January 10th 2022 I tried calling the facility with no luck and no response. Tuesday January 11th 2022 my husband went back to the facility and was told they could not find it and that the "other" dry cleaners that they send their clothes off to (since they don't clean on site apparently) had our comforter so they would reach out and then call us back we had been trying for days to get a hold of them so calling us back was not an option and we told them we would wait for the other facilities address so we could check if they had it there (Park Cleaners) we spoke to someone there and they said "no, they are lying to you they lost it". So we call back and ask again where our comforter is and got no response. Today I texted the owner to see if I can pick up the comforter he stated he lost it and would give me a refund. I told him ok great he stated I would need to show proof or receipt in which I told him I have had that comforter a long time and did not have one he stated even if I did he would refund only 25% of the

  Business response

  01/31/2022

  ***********, Owner of Best Cleaners Mansfield. I am replying regarding complaints by ******************** about her comforter. First of all I want to make it clear, Best Cleaners Mansfield is drug free workplace. We drug test all employees and make sure our workplace is a drug free and safe working environment. So please do discriminate my employee who has no experience and learning the job to provide for his family. I was in process of training a new a employee. I total understand my employee is slow and learning.  We apologize he couldnt spell your name correctly. We did receive ******************** comforter and we did clean her comfortable. But In the middle of the process of cleaning it was  stolen. Someone needed more than I did or my customer did .. we take full responsibility for loss of the comforter. 
  I told *********************, I would refund her 25% of the value of the comforter with no receipts.  She also claims she bought ****** comforter at ****** when her receipt say otherwise ****** . Or maybe showing fake receipt to prove her purchase.. I dont know.  ************************* on the cost of her comforter to get more money. She became upset gave two different review one star and had her husband ******************* called my business threatening to report my To BBB. 
  I plan to file this my lawyer to better protect My employee and business.  
  
  
  Again, most dry cleaners policy only refund 25% of value of product loss or stolen. 
  
  
  I am reaching out to correct this issue professionally. An will refund 25% of the value of the comforter. But would her like apologize my employee  for her discrimination action toward him. 
  If you have questions regarding my response please contact my phone directly at 
  ************.
  
  
  Best regards,
  ***********

  Customer response

  01/31/2022

  Complaint: 16472037
  
  I am rejecting this response because:

  Hi
  I would like to respond to ********** response. 
  Though you claim that you test your employees for drugs the smell of the facility reeks of marijuana. No one who is entering a place of service would be delighted to smell that horrific smell. Having an employee there with no experience as you stated without you present (he stated you were not there that day and wouldnt come back in until Monday) is bad practice as well. Why would you give an employee with no experience the ability to take customers delicate items while not being supervised? I did state in our text that I accidentally sent ******** the wrong screenshot of the comforter price and sent him an updated text apologizing for sending the wrong one (as shown here in my text screenshot conversation with ********) my husband never called in to threaten ******** or the facility we were only calling to check on the status of our comforter because it had already been way passed the amount of time that was promised it would be ready by.  ******** lost 100% of the comforter not 25% of the comforter. Losing someones item and only giving them 25% of the items cost is not fair.  And as shown on my text thread with ******** I have not received a text from him or a call from him reaching out to me professionally as he stated in his last message. Therefore the only liar here is ******** himself. I am not apologizing for anything because I did not do anything wrong. I was promised a service and that service was not fulfilled. Everything I have stated is correct and truthful and there is no discrimination involved, saying a place smells, and that an employee doesnt know how to spell is the truth. The facility does in fact smell of marijuana and neither ******** nor his employee can spell (as seen in his response back to the BBB). My lawyer will also be in touch with ******** regarding the civil matter, thank you!
  
  Regards,
  
  ***************************

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