ComplaintsforDale Cleaners

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I entrusted the cleaning of my $4,832.66 100% silk designer Lazaro wedding gown to Dale Cleaners (1905 Northwest Blvd., Columbus, OH 43212), which advertises that they clean and preserve wedding gowns. I paid $209.63 for the cleaning. After two months (one month later than they said it would be ready), I finally heard from them. The employee said in a voicemail, which I have and can share, that they “had lost track of how many times it had been cleaned.” When I finally got the dress back, I discovered the beautiful silk fabric had been ruined. It lost its shine and feel and–most disturbingly–had vein-like criss-cross lines all throughout the dress. I returned immediately the same day to ask what happened. The customer service manager said he did not know and the best he could do was to send it through to be processed again at no charge. That weekend, I consulted with an expert cleaner at another business who confirmed the dress had been cleaned improperly and permanently damaged. Days later, I met with the owner of Dale Cleaners. He acknowledged the lines in the dress and that an error occurred but didn’t know what exactly caused it. He offered to clean it again at no charge to try and fix it and credit half of the cost of the cleaning back for future cleanings at his business. I do not trust Dale Cleaners to work on the dress anymore. I am devastated that such a cherished heirloom, which I hoped my daughter would one day wear, is ruined. 

  Business response

  02/14/2022

  Dale Cleaners has been providing the Central Ohio area with garment and textile care since 1950.  We are sorry that Ms. ******** is unhappy with the outcome of our processing her wedding gown and she has been offered a no charge redo on three separate occasion.   We believe we can address the issues with the gown but Ms. ******** has refused the redo.  We are happy to send her gown to certified wedding gown preservation specialist,  Sunshine Cleaners of Cincinnati, at our expense.  Sunshine Cleaners does the wedding gown preservation for a majority or dry cleaners in central and southern Ohio and northern Kentucky.  As for the delays in getting Ms. ********'s dress completed we were experiencing the same staffing and supply issues that have plagued many companies at the height of the Omnicom Covid pandemic and feel that a little more understanding with regard to this issue is due.  

  Thank you,

  Dale Cleaners

  Customer response

  03/31/2022

  Given these findings, I am requesting payment for the full cost of the dress as well as a refund for the cost of their negligent cleaning, which comes to *$4,660.13* ($4,450.50 for the dress and $209.63 for the cleaning). Their response offering to send it to another cleaner to attempt to fix it is not adequate because, as the report states, "There is no restoration" for the damage they did. If they are not willing to take responsibility for what is clearly their fault and the damage they caused, my lawyer will be in touch and I will have to take this to court, unfortunately. I am hoping we can find a resolution outside of court, so I look forward to their response so we can both move forward.

  Business response

  06/03/2022

  We have resolved the matter directly with our customer. 

  Customer response

  06/05/2022

  I accept the business's response to resolve this complaint. I have received the checks for the amount I requested, which fully refunds me for the ruined dress and refunds the cleaning fee. I appreciate your assistance in getting this resolved for me. 

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