Complaints

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 08/03/23, Pine Cleaners picked up a large rug for cleaning. On 11/02, I was charged $214.5 and the rug was dropped off that day. The tape that I used to roll the rug had not been touched. I cut a few pieces of the tape and there was still visible hair, the pungent smell of cat urine, and no evidence that the rug had been cleaned. I asked for them to redo it, chalking it up to an oversight or miscommunication in the store. It was picked back up on 11/16. They finally dropped it off again last week on 02/22. We unrolled the rug again and there was no evidence it had been cleaned. The original tag that they put on it from 08/03 was still there. There was still hair all over it and the smell had gotten worse. I took it to the store and talked with the employee at the counter. I told her that I just wanted a refund and that Id be reaching out to the BBB if I didnt have the refund issued by Saturday. She texted the owner in that moment and I have not heard back from either of them since, despite calling twice and leaving a message during business hours.My original order number was 07-011293

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I dropped off 4 items of clothing to Pine Cleaners on June 5, 2023. I specifically asked the employee if they were able to clean a particular black coat with brocade buttons and a bright white mink collar. I was very specific in informing her that it was my grandmothers coat and if they were not able to clean it and return it in the same condition, I would take it back. The young lady assured me they could properly clean the coat. I returned a couple of weeks later to pick up my items and the coat was missing. I asked about it and a different young lady said she didnt know but would call the owner. I received a call about a week later from yet another employee reminding me to pick up my coat. She also informed me the girl who took my coat in had been terminated. I informed her I would be happy to but no one had informed me it had been located. I went to Pine Cleaners the next day and asked for my coat. This employee (the 2nd) brought out the coat and told me there would be a 25% discount. I immediately saw that the coat was ruined. The collar was flat, ripped, mangy and brown. I told her I would not accept it and would like to speak to the owner. She told me she would have him call me. He never called. I went back in and employee #3 (the older woman) examined it and said the owner would call me, once again blaming the girl who was let go for the mistakes. The following week, employee #3 (the older woman) called and told me the owner said the damage was due to dry rot. I reminded her the collar was bright white, fluffy and intact when dropped off There was no apology, no compensation, no compromise, no accountability. I let her know I would be contacting the BBB and advised her to keep the coat until further notice in light of the situation. She said, thats fine.My heart is simply broken that Pine Cleaners ruined the only thing I had left from my grandmother.The instructions on the receipt were not given by me. There were 2 dresses and 1 pants.

*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. ↩