ComplaintsforCleaners Depot Franchise, LLC

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my Mother of the Bride dress to this cleaners to have it cleaned/wrinkles removed. When I got it back, 4 days before the wedding, the back of the dress was stretched and the dress and zipper bowed out by a couple inches. When I put the dress on, it looks horrible, like i had a large bulge in my back. I took it back and they would not do anything about it, said it was the manufactures fault. I called a number of times to find out when the owner would be there, every time I was told he'd be there, I would go up and he would not be there. They also said it was the material, If that was the case, why didn't the whole dress stretch? it was just the back. The would not refund me for the dress or even the cleaning. The dress was unwearable. I had to scramble to find another dress.

  

  Business response

  05/31/2024

  Dear **** and BBB,

  
  Thank you for bringing this matter to our attention. We deeply value our customers and strive to provide the best possible service, so its important for us to address your concerns. I would like to express my sincere regret for the inconvenience and distress you experienced regarding your Mother of the Bride dress. I understand how important this garment was for you and the frustration caused by the issue you encountered.

  
  Upon reviewing the situation, Id like to clarify our position and the steps we took in response to your concerns: Assessment of the Dress: When the dress was brought to our attention, we thoroughly examined it. The dress itself was in good condition except for the zipper area, which appeared to have stretched. This kind of issue typically arises from the inherent quality of the material used in the manufacturing process. As professionals, we always handle garments with the utmost care, following industry best practices to avoid any damage.

  
  Offer of Refund: During our conversation, I offered a refund for the cleaning service as a gesture of goodwill. However, the primary issue seemed to be your request for a full compensation for the dress, which, unfortunately, is beyond our standard policy for manufacturing defects. Also, if the cost of fixing the zipper is reasonable, we would also be willing to cover the expense of having it repaired.

  
  Manufacturers Responsibility: Our equipment and cleaning processes are designed to be gentle yet effective, suitable for a wide range of fabrics. If a garments material fails to hold up under these conditions, it is typically indicative of a manufacturing issue rather than a cleaning mishap. We would never intentionally cause harm to any garment and take full responsibility for any damage incurred during our cleaning process.

  
  I am truly sorry that we were unable to meet your expectations in this instance. We strive for customer satisfaction and it is disheartening to hear that you were not satisfied with our service and response. We are committed to resolving this matter amicably and would still be willing to process the refund for the cleaning service, as initially offered, along with having the zipper part repaired if applicable. Our goal is to ensure that you are satisfied with our service and that the dress is restored to a wearable condition.

  
  Please let us know if there are any other ways we can assist you in reaching a satisfactory resolution. We appreciate your feedback and will continue to improve our services based on customer experiences. Thank you for your understanding.

  
  Sincerely,
  
  *********************
  Manager
  CD One Price
  **************

  Customer response

  06/03/2024

   
  Complaint: 21776447
  
  I am rejecting this response because: The dress was in perfect condition when it was brought it. Your cleaning process stretched and ruined my dress.  I find it hard to believe that the material in this dress was the problem. I'm sure you have cleaned other items of the same material that did not stretch the way you stretched my dress. It was not the material but your cleaning process and lack of taking care when cleaning it.

  Paying to have it fixed now is not a solve. The wedding that I purchased the dress for is over with. I had to quickly go buy another dress because of your carelessness in cleaning this dress.

  The only solve for me is to get a refund for the dress. 
  
  Sincerely,
  
  *****************

  

  Business response

  06/14/2024

  Dear **** and BBB,
  We apologize for any inconvenience it may have caused you. We follow the care label and process each garment very carefully. Sometimes, the material issues are not apparent when you buy it new, and dont surface until it goes thru couple of cleaning cycles. In this case, we have followed all our processes and we done the best we could. We appreciate your business and as token of our appreciation we are willing to give you $15 store credit to use it for any of the services we are offering. Thank you for your understanding.
  
  Sincerely,
  
  *********************
  Manager
  CD One Price 
  **************
  

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