Complaints

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business destroyed a brand new designer satin and silk skirt worth $1000 that I had worn once and was a month old, by using a hot iron to press it. The tags--and my personal instructions to the business--said to steam it, NOT use an iron. The business disregarded this. As a result the interior lining has shrunk, something that renders the skirt now useless as it will never fall correctly. The skirt also has deep marks all over it and no longer has pleats--something that was the reaosn I purchased it. Couture items have a delicate balance and this business can not handle them clearly. The business refuses to give me my money back--including a tip!!! unless I return the item to them. I do not trust this business and would never risk sending any clothing back to them--certainly not a couture skirt that can not be replaced. I want compensation for the skirt, my tip refunded, and the cost of cleaning/destroying the item refunded.

  Business response

  03/09/2023

  ************** contacted us via text/email regarding her skirt on March 8, 2023. On the same day we immediately reached out/responded via phone call, text, email.  We offered to send our route driver to pick up the skirt within 30 minutes so we could examine and evaluate the skirt as we wanted to make it right for her.  ************* responded with extremely rude, vicious, vulgar language and threats to us.  We explained that to continue discussions about the garment we would need to see and evaluate the skirt.  She asked us not to contact her again and demanded to be reimbursed for an item that she claims we ruined, yet she refuses to allow us to view and evaluate.  She has reviewed our business on Yelp and ******* both locations: South End, ****** and South ******, she claims that she has reported us to the Cambridge General Attorney, she claims that she has/will dispute her credit card charges, she claims that she will have an attorney contact us, as well as other threats. We have responded to her public Yelp and ****** reviews as follows:
                Hello *****, We are sorry to hear about your skirt. Please note that from the pictures you sent us, it appears that the skirt was "hard pressed" as opposed to a "softer press". This can be reversed if you give us the opportunity to do so. Professional irons are steam irons and do not burn fabric nor do they cause shrinkage. Our Route Manager has already contacted you and offered to pickup the skirt so we may make it right for you. Please rest assured that we take pride in our work and stand by our service. We hope you will give us the opportunity to evaluate and correct the pressing of your skirt. We look forward to hearing from you. Thank you. **************
  
  We always stand behind our service and would like to see and evaluate the skirt ************** claims we ruined. As ************** has asked us not to contact her, we are waiting to hear from her regarding examining her skirt.
  We can also submit all text and email communication from ************** if needed.
  
  If you have further questions, please feel free to contact me at ************.
  
  Thank you.
  
  *******************************
  Columbus Cleaners
  
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This fall, I dropped off my wedding dress and veil to be preserved in an heirloom box by Columbus Cleaners. I'd reviewed a number of dry cleaners that offered the preservation-heirloom package and from what I read, Columbus looked like a reputable source, with award winning praise for their preservation services. (EG their website says: We are proud to be recognized as Bostons Best Wedding Dress Cleaner)Upfront I was told the process can take upwards of a couple months. I paid half of the preservation cost at drop-off.On December 11, I got a call letting me know my dress was ready for pick-up. I picked up the box, but did not inspect it before paying the remaining balance. When I got home, I opened the box and read the attached ticket. A note on the box referenced 1 item inside > a wedding dress. The ticket on the box also only referenced a boxed dress. There was no mention of my veil. I called the cleaner and asked, "is my veil inside the box too?" I was assured it was and that the "boss" packed my dress and veil himself, and he remembers packing the two of them together. >> And the veil is referenced on the dry cleaners ticket and on their computer. So I should not be concerned. I said that since both the ticket I have and the note on the preservation box do not mention the veil I need to check. The person on the phone said that if I open the box I will have to pay to have it re-sealed. I opened the box and my veil was not under the dress. The dress also had a damaged button and it was seemingly unstreamed.I was given the manager's contact info and when I called him, he did not apologize instead he said "we will find it."I dropped my dress and veil off in great condition. When I opened the preservation box the dress was in worse condition,- damaged and the veil, gone! I've provided fabric to repair the button.I am waiting on feedback as to where my veil is but I would like to be:1. Notified of updates 2. Refunded 3. Have dress repaired/steamed again

  Business response

  12/22/2022

  We are fully aware of the missing veil and are in contact with the customer, *******************  As a matter of fact we spoke to her on Monday, December 19, 2022, the next business day after the incident, and updated her on the situation. The customer is aware that she will be refunded as well as that the dress will be repaired and re-finished/steamed/pressed. We are doing everything to rectify the issue.  

*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. ↩