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| - I had been a loyal customer; bringing all of my dry cleaning and alterations here until recently. Their services were always fast and reasonably priced.
I brought in my fiancé's suit and a dress I was planning to wear to an upcoming wedding. The friendly lady looked over all our garments and said it would cost extra because of the bead work on my dress, but it would be ready by Saturday. I couldn't make it before close on Saturday, so I picked it up late Monday. While I was paying, I realized my dress was missing. I told Mr. Kim (the owner) one of garments was missing. He had a conversation with the seamstress in Korean and told me there was a stain on it and they were going to dry clean it again to remove it. It would be ready tomorrow at noon.
I thought it was odd because when the garment was brought in there were no stains reported and I had only worn the dress once for a few hours. As a repeat customer, I was quite aware of their normal procedures... When you bring in a garment, they review it for any stains or damage and put a sticky note on it if there are any irregularities. And if it is discovered during the dry cleaning process, they will call to inform you. Not only did this not happen, but they never called to explain my dress would not be ready and I would have walked out of the store without the dress if I didn't realize it on my own! I should have seen the red flags, as this isn't the first time they have forgotten about one of my garments in my order. I usually called and they would find it.
The next day, I called at 11 am to see if it was ready for pick-up, they said no I could pick it up the next day. I explained that it was suppose to be ready by Saturday and it was now Tuesday and I was flying to the wedding the next morning. They said it would be ready by 6pm. I explained that they guaranteed it would be ready by noon and I had to be at work by 1pm and I needed my dress.
I called in late to work so I could pick up my dress at 1pm. The lady gave me the dress. Which is odd cuz they usually put it on the rack and show you the item before you leave. Something told me to check the item. When I did, I found snags all over the dress. I asked the lady what happen? And she immediately started on the defense, saying they were there when I brought it in. I explained to her that the dress was practically new and had been inspected when I brought it in with no issues. I wanted to talk to her manager about my dress. She was playing the "I don't speak English" card and started saying it was an old dress and that I damaged it and was blaming her. I started to get visibly upset. I am an understanding person and understand mistakes sometimes happen, but to sit there and blame me and accuse me that it is my fault and my dress was cheap?!? Hell no! I work in customer service, you always own up to mistakes whether it was your fault or not and try your best to alleviate them. To insult me and to start yelling at me made me yell and curse right back and her. I knew the manager was there because I had spoken to him when I called!
I've been calling the past few days, and of course the manager is not in or available. After writing this review, I wish I had read these reviews beforehand as it would have deterred me from using their services. Even the Better Business Bureau has complaints against them which were never answered. So I now see their policy... just hide and don't deal with any issues. It's a lost cause for customers, but they have now lost my trusty business. I will definitely be taking my services elsewhere and telling all my friends and family to stay away! Thank god another dry cleaner has opened up in the neighbourhood because with service like theirs, Golden Hanger will be out of business in no time!
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