After weeks of chasing Pier Cleaners for a resolution, I'm finally writing this review in hopes of…read moregetting the attention of owners Phyllis and Larry Fish--because, according to their employee Donna, they haven't responded to her either.
My husband dropped off a king-size comforter and several articles of clothing for cleaning. When he returned to pick everything up on JULY 6, the clothing was there, but the comforter was missing. He emailed Pier Cleaners about it and received no response.
When I called, I was immediately met with an attitude from Donna, who simply told me, "It's not here," as though that somehow settled the matter. We PAID Pier Cleaners to clean our comforter. They lost it. I wasn't going to say, "Oh, okay--thanks for looking!" and accept that we were now out both the cleaning fee and the comforter itself.
After I continued pressing the issue, Donna said she would have both the Westerly and Wakefield locations search for it and call me back. She never did.
A week later, I called for an update and was told, "They still can't find it." At that point, I asked the obvious question: What are the next steps? Pier Cleaners accepted our property, charged us for a service, lost the comforter, and offered absolutely no solution. I explained that I expected to be refunded for the cleaning and reimbursed for the comforter their business lost. How could that not be the appropriate response?
Donna said she needed to speak with the owners because she wasn't authorized to make that decision. Another week passed with no update. I called yet again, only to hear, "They can't find it." YES--we had already established that. She then told me they had procedures to follow, that the locations had searched a second time, and that she had been "too busy" to call me. Apparently, there is a form that only an owner can send to document the comforter's value and begin the reimbursement process. Donna again said she would contact them.
Another week passed. Still nothing.
After what must have been my fifth call in two months, the only update I received was, "I haven't heard anything yet."
The customer service throughout this ordeal has been absolutely deplorable. Pier Cleaners lost a customer's property, collected payment for cleaning it, and has spent two months dragging out the situation as though WE are inconveniencing THEM by asking for accountability. There has been no proactive communication, no apology, no reimbursement, and no meaningful attempt to resolve the problem.
Two months later, we still have no comforter and no resolution. I guess I'll look forward to making call number six.
I strongly recommend NOT doing business with Pier Cleaners unless you're willing to risk having your belongings lost and then spending months chasing them for answers.
