ComplaintsforHelena's Cleaners

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used them to dry clean a rug that cost over $6k. When I received my rug, it was ruined. It has large black marks all over the rug. My rug was in pristine condition before with zero marks on it. They did not care that they ruined my rug and did nothing to fix it. They said that there's about a 2 week deadline to inspect items after receiving them and to report damages. I explained that I'm disabled and could not unfold a 14x11 ish size rug on my own - I could not even lift it. I was also recovering from surgeries and multiple procedures on both of my wrists which made it more difficult. I had to wait until I had movers to unravel the rug and move furniture for me. It has been kept in their packaging wrapped up the entire time and I notified them as soon as I noticed the damage to my rug once it was unraveled. They did not care whatsoever. I'm absolutely devastated because this was my mom's rug and she passed away so it is irreplaceable. Unprofessional, not friendly, horrible customer service. I will never use them again and wish I never trusted them with my item.

  Business response

  06/18/2022

  This was our response to ******, 

  Hi *********************** we previously explained, we unfortunately cannot be responsible for the condition of an item that has been out of our possession for two years. We provide all customers 12 business days to review their items and encourage them to reach out to us with any concerns. This allows us to review the item and address the customer's concern in a fair and timely manner, relevant to the processing of the item. We have protocols in place that allow reasonable review times for both parties - two years greatly exceeds that time frame. This is an unfortunate situation but we do hope that you can understand that we cannot be held responsible for the outside factors and conditions that have impacted the rug during those two years since it was with us.

   

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  We feel storage conditions after our leaving our procession could have lead to said conditions ****** has stated. 

   

  Thank you,

   

  Customer response

  06/18/2022

   
  Complaint: 17439096
  
  I am rejecting this response because: as mentioned, 12 business days was not sufficient for me. I was recovering from hand surgeries on both wrists, could not even move the rug on my own, and additionally, had to have movers to move the furniture to be able to put the rug down. I am disabled. At the end of the day, my rug was ruined in YOUR care and you assume zero responsibility for ruining a rug that cost thousands of dollars. Absolutely unacceptable.
  
  Sincerely,
  
  ***********************

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