I have been a long time customer of this drycleaner--for about six years, maybe longer. I have…read morerarely had an issue, but they were generally minor or not worth fighting about, so I did not complain. Generally, the work done on my silk blouses was good, so I trusted Paul with my business.
Unfortunately, in June I had a family member drop off my Ralph Lauren blazer after they had dirtied it. It was ready a week later, but given the fact it was summer, I did not try it on. Fast forward to September 3rd, and I tried it on given that the weather was suitable today. I was in shock, as the blazer was so tight I could hardly move in it. I did not put any weight on in two months, and I am much too old to have grown for this to have fit so poorly. For context, reaching forward with either arm caused the worsted wool to tighten and yank back, making for an extremely restrictive and uncomfortable experience. Prior to this, the blazer was baggy on me how I liked it. Additionally, I don't know what he did, but the blazer was very coarse and rough; clearly the wool was stiffened and raised from moisture. The measurements of the jacket are, objectively, not the same as others for sale online. And, there was one thing I couldn't place, but strangely the fabric just feels thinner with less of a stretch to it. I was devastated.
The employee at the desk and I spoke, and she kept telling me I could leave and come back. I said I would like to wait if that's okay. She agreed, and we talked about the problems with the blazer; she had no idea about fabric, and we consulted Google, which pointed towards irreversible damage. I waited an hour. She finally decided to text the owner, Paul, and about 5 minutes later he came barreling in very upset with a fake smile.
He was almost frantic, going over my blazer saying "what what what you say?" We argued for about 30 minutes or so, where he continually talked over me and hardly let me get a word in. He tried to gaslight me and say that I took this blazer in last year, as if to say the damage was something I did. This is the only blazer I have had taken in recently, and in fact, I had taken it out of the plastic and hanger from his shop this morning. He proceeded to try to prove it by attempting to peel off the embroidered crest. Of course that failed. Over and over he kept trying to gaslight me, saying this wasn't the blazer brought in. Absolutely disgusting to try to gaslight a longstanding customer that pays these exorbitant prices.
It gets worse. He kept touching me to either usher me or show me something, which I found annoying and weird, even if it was lightly. This was while he was telling me this wasn't his problem, and I only "feel" there's a problem. He then switched it up to "We are good Christians, we don't ruin clothes." Like what? I was so confused and told him that has nothing to do with anything. Then he goes, "OK OK OK But we are professionals, never would happen." I tried to explain mistakes happen, and I want to be compensated. He would just raise his voice and go "NOT MY PROBLEM. WE CHECK CAMERAS SHOW NOT THE BLAZER."
So he takes me back to show the dry cleaning machine to show that no water can get in or something... okay? So what? That doesn't mean you guys didn't screw up. Something clearly happened. I have never met someone so shady, immature, and unwilling to take accountability. He then tried to blame Ralph Lauren and called it a manufacturing fault or something, I don't know. He was ranting incoherently at this point. By then I was getting extremely frustrated and said, "Look, I don't want to go to court over this, but I will, because this was my favorite blazer and it was also expensive." He started to go back to how he'll check the cameras and get a lawyer. I said that's fine. This went on and on and on for another 10 minutes or so. He denied me a refund or replacement and said he did not care, continually ranting it was my problem, not his, because he is a professional that does not make mistakes. I'm not a professional, so I cannot know he said.
At the end, I asked why he is taking pictures and making measurements? He has no intention of refunding me for HIS mistake. He just said it's not his problem, repeating himself that he'll call me tomorrow to prove the camera's show it's not the blazer.
Paul is a shady, greedy scammer that will destroy your clothes and then attempt to gaslight you that there's either no problem or you caused the problem, or he never touched it.
Buyer beware.
