Complaints

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/7/2023 took letterman school jacket to be cleaned. Asked if jacket which was red, gold and white could be cleaned it was stated yes and had to pre pay of *****. On 11/17/2023 I went to pick up my jacket and it was now red, gold and pink. I was advised that I need to go back to the where I purchased the jacket and how it was their problem. After asking for a manager or owner I told they were unavailable and for me to leave, someone would be in contact. My question was how when you didn't get any information from me?...the lady then wrote my ticket number down only to take my receipt and tear it up. When asked why I was told to get out while asking them to call the police. I waited outside while calling police to get a report. The report number filed is hp230010199. The jacket was $179.00 plus tax and shipping. I asking to be reimbursed for my damages and services that was paid.

  Business response

  11/28/2023

  In accordance with our company policy, the store bears no liability for any color loss, color bleeding, or fabric damage, as explicitly detailed in the attached image. This policy is conspicuously printed on the reverse side of each receipt issued to customers. Upon the customer's inspection of her jacket, wherein she observed slight color bleeding on one side of the jacket's thread, she became visibly upset, vocalizing her dissatisfaction with raised voices and insisting on a full refund. Despite our employees' courteous attempts to record her name and contact information for our store manager's follow-up, the customer adamantly declined, instead demanding an immediate full refund and threatening police involvement. In an effort to amicably address the situation, our employees endeavored to appease her by suggesting alternatives, such as reprocessing the item at no additional cost to rectify the color bleed or providing store credit. Regrettably, these offers were rebuffed, culminating in her summoning law enforcement. It is noteworthy that the customer's conduct towards our employees was both unprofessional and unacceptable. While the store maintains adherence to its policy regarding color-related issues, clearly communicated on the customer's receipt, our team exerted due diligence in attempting to resolve the matter, notwithstanding the customer's discourteous demeanor and reluctance to collaborate in finding a resolution.

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I am not satisfied with the response because it did not happen that way....I  was never offered a refund and they did not offer to redo the jacket. I was told to leave the store and come the week. I requested for them to take my information and have the owner call me. They snatched my ticket from me and ripped it in half. That is when I decided that I needed to call the police. Attached is the ripped ticket, police officer card with report number and receipt for what was prepaid. Also there is nothing printed on the back of my receipt.
  
  Regards,
  
  ***************************

  
  

  Business response

  12/02/2023

  Our official policy, explicitly outlined on every issued receipt, absolves our company of responsibility for color bleeding or fading, attributing such issues to the garment manufacturer rather than our cleaning procedures. Despite this, acknowledging our commitment to customer satisfaction, we are prepared to engage in resolution discussions. To regain your trust and business, we are open to providing a partial refund or issuing a store credit.

*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. ↩