| rev:text
| - Think twice before you entrust this company with your belongings. It may get lost, you may be told the lost item you have brought to them for many years never existed in their system, and you will definitely not be treated as a valued customer.
I have been using this dry cleaners, and only this cleaners, very often since 2013 and have been previously happy with the results. After dropping off some items and picking up my order when it was ready, I was told one item had to be sent back for a redo and would be ready for pick up soon. This item was my favorite black sweater that always got dropped off with a yellow top since I always wear the black sweater and yellow top together. This sweater only visited this store and was never washed by me. I continued to drop off and pick up my items regularly, continuously told my redo item would be ready soon.
After a few months of this, I told them I had been waiting for my black sweater for months. They went into the system and showed me on the computer that this item was only listed as "sweater". The employee told me it should have been described with the brand, size, color, etc. but was not. The screen also showed the word "redo" in black front. I proceeded to describe my sweater and was told they would continue to look for it at the other location and I would be receiving a phone call.
I received a brief voicemail a few days later and called back to check in and spoke to the woman owner. She told me it wasn't at the other location but there were a few more spots to check and to call back the following day. Upon my next call, I was told by another employee that my black sweater wasn't found yet but they would call again soon.
Over a week after my initial conversation about my missing black sweater, I called again and was told the next step was to bring in a picture of my sweater matching the description and listing the price so I could be paid to replace my missing item. I followed those directions and here's where things don't add up...
When I went in to finalize the issue, I was then told the order I was shown on the computer, under my family's account, that was simply described as "sweater" was in fact another family member's sweater that had been paid out to replace it months prior because it has been ruined at this dry cleaners. This time, the computer screen also had a red font reading "void" that was not there the first time I was shown the screen. I explained that although this did happen to my family member, this was not my situation or about my missing item. I also asked why this realization/confusion hadn't been communicated to me during my many phone calls over the course of a week and a half. I received an answer that didn't make sense to me and asked for the owner to please call me.
Shortly after my visit to the store, I received a call from the male owner. He told me the same story about how it was my family member's sweater listed as "redo sweater" in the system and how it wasn't my sweater. I was told my family member had already been paid for it. I explained that I know of this situation, but my sweater that they had been looking for over a week (and would be "ready soon" for months) was still missing. The owner told me he went through my account and there is absolutely no record of me ever bringing in a black sweater (that has been into this location many times). I had never heard before from any of the employees that my black sweater didn't exist in the system. This went in circles.
I had an idea: I always dropped off the sweater together with the yellow top. I gave the owner the number from the sticker on the yellow top and had him look again. He told me there was still no record of an item that matched my description ever being dropped off in their system. This baffled me! If I had been bringing it here for 3 years, it would show up under my account each time that it was dropped off, which would also be with the yellow top. The owner claimed there was no documentation of me ever bringing in a black sweater.
I realized this conversation wasn't going anywhere and asked him how we could resolve the issue. He said because there was no documentation of my item, he could not do anything for me. To be honest, I wanted an apology for losing the item and taking up my time for over a week to call and check in. I didn't get one. I did get a credit for my next order, however I basically had to beg for it. I wanted him to admit maybe there had been a glitch or something in this system to cause my sweater to vanish from the computer, since it has been there many times and to no other cleaners.
I will not be using my credit because I will no longer support this business.
The customer is not always right at this business and loyal customers are not treated as such. Your items may not be described as they should be which could aid in them getting lost, and they will not be replaced/compensated for. Your items may even disappear from the system.
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