Complaints

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I released three items to this dry cleaning business on 12/10/24. On 12/11/24, I received a phone call from Cheryl, the business owner. She stated that one of the items embellished buttons were damaged in the cleaning process, due to mishandling on their part. Her solution for the problem was for me to find replacement buttons, which she in turn would reimburse me for and get them replaced on the dress.After a week of searching, I was unable to find the original buttons that were on the dress.On 12/18/24, I went to retrieve my items, and to discuss with the business my findings about the dress. I asked how did they want to move forward, and the associate responded that I would need to contact the owner the next morning.I called the owner, Cheryl, on 12/19/24, and I stated that I had been unable to find replacement buttons. Before I could say anything else, she interrupted me loudly saying that "she wasn't buying me another dress" and that she had already agreed to replace the buttons. I responded that I understood her stance on replacing the buttons, but the problem was that the buttons on the dress could not be found. She angrily replied that I should "go to ******** (a local crafting and fabric store) and find some other buttons to put on the dress". I stated that I did not want random buttons on the dress, but that I wanted the same buttons that the dress came with. She hurried me off the phone saying she wouldn't give me money for another dress and that she had other customers in line to wait on.I was shocked with the degree of poor customer service, failed resolution, and hostile tone. Cheryl was very unprofessional with me, I was treated rudely, and I was dismissed by her as if I was trying to solicit money.I purchased my, now damaged, dress on 06/24/24 for ****** USD and only wore it once. 12 of the 30+ buttons were destroyed. I would like to be reimbursed for the full cost of the dress.

  

  Business response

  12/28/2024

  To clear this issue up bring me a copy of the receipt and the dress ,I will print you a check to replace the garment .

  Customer response

  12/31/2024

   
  I am rejecting this response because: Thank you for your response, however, I need clarification. Your response stated to bring the receipt and the dress, and then you would print a check. To clarify, are you offering to fully reimburse me for the dress once you inspect it? Why am I bringing the dress; is it solely for inspection purposes? Thank you; I have attached the receipt of purchase for your files. 
  
  

  

  Business response

  12/31/2024

  To clarify if I am buying you a new dress I want the old dress 

  Customer response

  01/01/2025

   
  I am rejecting this response because:
  Because the dress is no longer available in the size, color and style that I purchased and prefer, I cannot allow you to have the dress. This dress has sentimental value as it was my milestone birthday dress. I request the full reimbursement of the dress and to keep my property. 
  

  

  Business response

  01/02/2025

  we are sorry we cant work this out but it is our procedure if we have to replace a damaged garment for full price we keep the damaged item . To clarify we are willing to reimburse you for the full price of the garment only stipulation is we now own the damaged garment we will replace the buttons and donate it to christian missions.

  Customer response

  01/03/2025

  
  I am rejecting this response because:
  This policy was not provided during the time of service nor mentioned until this point. My plan was to use the reimbursement to purchase an item on the website with the same buttons as my dress and replace the damaged buttons. If you would like to move forward with the reimbursement, I can give you the new item without the buttons for donation.
  
  

  

  Business response

  01/03/2025

  That will work, bring me the new dress and I will give you a check for reimbursement 

  Customer response

  01/06/2025

   
  I am rejecting this response because:
  Thank you for that compromise. I want to present one more option before we agree to the purchase of an item with the same buttons, with which I keep the buttons and you keep the item. The company that made the dress got back to me about the buttons on Friday (1/3/25) and said that they can send me an invoice for the buttons via ******. I haven't received any pricing yet, but we could just go with the original reimbursement of the buttons and cost to get the buttons put on the dress. I would like to be able to pick the seamstress though. Thank you. 

  

  Business response

  01/06/2025

  ok let us know when you get the cost for the buttons and the cost to have them replaced 

  Customer response

  01/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

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