Complaints

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped off a bag of clothes that including 3 pants 3 shirts and a blue blazer. When we went to pick up the cleaning. She only handed us our bag and told us we must not have picked up the bag. We said no, and they allowed us to search through everyones hanging clean laundry and we finally found our clothes in someone elses name. Further the blazer was and is still missing. We left with our clothes but refused to pay until the manager called us. With in 10 mins she called ******. Insisted that we pay for our cleaning. I said if it wasnt for us search ourselves. We wouldnt have the cleaning. She offered a 30% discount I dropped off our next weeks clothes and immediately she called me about the previous balance and finally to say she does have any record of the blazer. I said well we didnt make it up. Its not our fault you failed to attach a tag or gave it out. Etc etc. I said when I pick up the latest drop off. I will pay the outstanding balance but guess what. No 30% discount applied. I called her several times and no answer. So. Clearly. She lied about the blazer and she lied about the 30% discount

  Business response

  05/07/2024

  ******************** dropped off clothing in an express bag and when the tag was scanned it produced another customers name. The *** proceeded to tag all clothing from Mr. ********* express bag under that customers name. When ******************** came to pick up there was nothing showing under his name. The *** allowed him to look at the racks and ******************** identified his clothing and took them with no payment made due to the error. Our Store Supervisor spoke with him on April ********************************************************* but there was no blazer.  A thorough search was conducted for all blazers that were tagged in that day and all blazers were accounted for.We have no record matching the description of the blazer ******************** is referring to. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the week of March 4, I dropped off Prada shirt (retail $1270.00) at Dry Cleaning Depot on ****************** at **********. When i went to the store with my slip, the shirt was not found. The clerks at the store said they would "search High and low" and contact the manager ********************* and she would call me "withing the next 48 hours". ********************* never called me. I went back 6 times over the next 2 weeks trying to get an answer. Finally on March 27, ****** finally calls me. She asked for a text picture of the Dry Cleaning Depot Receipt which I provided. Since then I have heard nothing and she has not responded to my multiple texts and phone calls. Basically ghosting me. At this point, I consider my shirt to be stolen property. Dry Cleaning Depot has clearly lost this shirt and they are doing nothing to compensate me for this expensive mistake. No one has even apologized for the loss! Please let me know what I can do to resolve this issue. Thank you

  Business response

  04/17/2024

  In mid-March ******************** went into our location on ********************* and informed the CRSs that he was missing a white shirt.  When the CSRs checked the system there was no record of a shirt being brought in. They contacted the Stores Supervisor to let her know ******************** stated he was missing a shirt.  The Supervisor tried to call him on 3/15 and 3/18 and had to leave a voicemail.   After taking inventory and checking all garments at the plant it was determined that there were no shirts unaccounted for.
  In looking at Mr. ********* history it shows the last time he brought in a shirt was December of 2023 which was picked up.   Since the beginning of 2024 our records show ******************** has only brought in household items, most recently being 3/14/23 (see attached reprint of items brought during the month of March). 
  ******************** showed a tag (see attached) saying that this was confirmation he dropped off shirt. The tag he provided is a bag tag which is only used for a persons express bag to identify them. 
  The Supervisor contacted ******************** on April 1.  She inquired about the voicemail she left but he said he did not receive them because he was out of the country.  At this time the Supervisor advised ******************* that we had no record of him dropping off any shirts this year.  

  Business response

  04/17/2024

  The original response had an incorrect date which was 3/14/23.  The correct date is 3/14/24.  Sorry for any confusion

  Customer response

  04/17/2024

   
  Complaint: 21550216
  
  I am rejecting this response because:

  I understand that Dry Cleaning Depot seems to have no record of my missing shirt.  The fact that I was given a slip on the day I dropped it off proves I indeed gave them my shirt.  If the shirt was not put into their system, that is not the customer's problem.  Do they have a record of who was working that day?  The idea that I did not drop off the shirt is ludicrous.  I have a slip!  If it is not  a "normal" slip, if the shirt was not logged in properlyagain these are all the company's mistakes, not the customer's.  I also have no record of ***** calling me on the days indicated.  And I have gotten no response from the supposed owner of Dr ********************** Depot, ***** ********************** was the email I was given by **** at the accounting office)   Why all the avoidance? Why did if have to get to a filing with the BBB? Maybe someone stole my shirt that day on their premises.  The fact remains that I dropped off an expensive shirt at their establishment and they will not take any responsibility for their mistakes.  I expect to be compensated the replacement cost of $1270. Nothing less.
  
  Sincerely,
  
  *******************************

  Customer response

  04/17/2024

  i have provided this slip to the business.  It was given to me on the
  day I dropped off my shirt.  What happens to the shirt is their
  responsibility.  You can see the hand writing on the slip that says it
  will be ready for pick up "Monday after 5".  That is proof I dropped it
  off.

  Business response

  04/26/2024

  As originally stated, the slip ******************** provided is a bag tag which is kept in a plastic holder attached to an express bag.  It does not show what type of item he brought in, there is no description of the item nor a date.  The handwritten notation does not address any specific Monday.
   Whenever a customer drops off an item it is entered into our system with a description and price and the ticket is printed and given to the customer as you can see by the attachment of the household items he brought in at that time.
  CSR would have had to remove tag from plastic holder to write on it which is against our normal protocol of handling the customers orders.

  Customer response

  04/29/2024

   
  Complaint: 21550216
  
  I am rejecting this response because: I cannot believe that a supposedly respectable business like Dry Cleaning Depot will not accept responsibility for their mistake.  I realize the slip given to me is not "normal" procedure that's the issue!!  When I dropped off the shirt, your CSR printed this slip off the computer like any other normal transaction and handed it to me.  It is not the customer's responsibility to check the CSR's work!  The slip has a bar code with the number AS10358 what does that correspond to if not my shirt? Who was working on Saturday March 4?  Have you investigated that?  Perhaps they stole my shirt and gave me the slip as a ruse? Why would I even have a slipwith a generated barcode and number if I didn't drop anything off?  The fact that it was not registered in the system is the problem.  YOUR problem. And this fighting back and forth with you taking no responsibility is beyond unprofessional.  I also notice that the BBB responses are addressed to *************************** whom **** the accountant at Dry Cleaning Depot told me is no longer the CEO.  Where is *****************, the supposed owner who has never replied to my emails?  Do you really want law enforcement and *************** Mayor **************************** office to start investigating your business practices, because that is my next step.  Simple equation:  You lost my expensive shirt and you owe me the replacement cost. Any judge will rule in my favor and you will also be charged legal fees.  Is that where you want this to go?
  

  Sincerely,
  
  *******************************

  Business response

  05/03/2024

  AS10358 is Mr. ********* account number and as previously stated the paper he has with that number is his bag tag. He refers to checking who was working on March 4, but our records do not show ******************** brought anything in on that date.  The attached is a list of invoices showing what type of items ******************** has brought in since January. In a previous response the invoices for items we received in March (all household items) were provided in an attachment.  We have no record of ******************** dropping off a shirt since December.

   

   

   

   

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

  Payroll Manager

  Dry Cleaning Depot

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

  ***************, *******;  33312

  Direct ************

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

  Fax ************

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

  Customer response

  05/08/2024

   
  Complaint: 21550216
  This back and forth is ridiculous and a waste of time.  Your response basically says I am lying which I find offensive as a long standing customer. The fact that you do not have my shirt logged into your system is an internal issue between you and your employees.  I dropped off the shirt, I was given a slip.  If it was a "wrong" slip, if it was not logged into the system, if the shirt was lost or stolen, none of these are my fault.  They are your responsibility and you leave me no choice but to pursue you through other means.
  
  *******************************

• Initial Complaint

  04/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I dropped off shirts at the *************** location in *************** in January. One shirt came back with a huge rip in the front. As soon as I realized it, I returned the shirt and the ladies indicated ********************* would call me to discuss the repair/replacement process. It's been 4 months and ********************* refuses to speak to me. I've called weekly since January and the staff on-site says this is just how ****** does business. She avoids problems and refuses to speak to customers. I'm just asking that they do right by a loyal customer and replace the shirt. Now, her team onsite has not been able to get a response from her in 4 months and now I cant even get my ripped shirt back, much less a replacement. ****** is a ************** business operator.

  Customer response

  04/28/2023

  DRY CLEANING DEPOT LLC

   **************

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

  Business response

  05/11/2023

  Our Store Supervisor has spoken with ******************** and he has accepted compensation for his shirt.

*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. ↩