ComplaintsforAcme Cleaners

• Initial Complaint

  08/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  nitial contact: Called to ensure they could clean my wedding dress. Proceeded to drop it off on December 20th, 2021 Money paid: For the dress purchase: $1,400 + $600 of alterations What Acme committed to provide: A clean dress Nature of the dispute: Later I found that they used Hydrocarbon, the label of the dress, specifically says to NOT use any solvent that contains Hydrocarbon. The letter P means any solvent except Trichloroethylene, in a quick google search I found that Hydrocarbon CONTAINS Trichloroethylene. In January 2022, they call me and let me know 'some lace fell off' but that their seamstress would try to fix it. They they call me, that she can't fix it. I was traveling so asked for a photo. When they cleaned it, all the glue holding the lace dissolved, which means, the dress was destroyed. Did the business try to resolve this? Vaguely, they tried to have their seamstress fix it, when they realized it was ruined, they washed their hands, claimed they followed instructions and said there's nothing they can do. Of course there it: pay for the dress. I brought a dress to a family business to be cleaned AND preserved, what they did was RUIN my dress and not take any responsibility.

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/08/19) */ DF2000 is the hydrocarbon based solvent used and does not contain Trichloroethylene. This can be verified on the safety data sheet. This solvent was produced to remove any Trichloroethylene based solvents from the market. The care label indicates, as stated by the complainant, that the dress should withstand the process. However, the manufacturer did not use proper adhesives to match their care label. Consumer Response /* (3000, 7, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response, and for naming the brand of the solvent. Upon further research on BBB I see how other dry cleaners have offered clients to do an independent/impartial garment test. I found that there are several independent Labs that test for these type of issues, one of the trade associations is DIL, and ACME Cleaners is actually a member. This means - the lab test is usually included in the membership. Since ACME is so certain that the manufacturer's at fault, why was this option, to test the garment, not provided? As of today, this test costs around $39, as a consumer I'm unable to request it, however, according to the information I received when calling DIL: both ACME Cleaners and BBB are able to start the process for this independent Lab to perform the garment test and solve this issue with impartial facts.

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