Issues: Damaged jacket; misplaced/lost decorative pieces; terrible customer service; owner not…read morewearing mask around staff or clients
I recently moved into the neighbourhood and decided to recommend this dry cleaner to my sister as it was close by and convenient. We dropped off a trench coat for cleaning and tightening of buttons.
Upon pick-up, we noticed that an epaulet and small strap on the shoulder were missing, while the other epaulet was hanging, half ripped off and held on with a safety pin. It looked as if the work was unfinished. We went back to inquire and were met with antagonism, which we found highly unprofessional. The male, who I'm guessing is the owner, came out without a mask and began explaining loudly, talking over me, that he 'specifically' remembers my jacket out of the hundreds hanging, and that he had noticed it had missing parts (he further claimed that he had forgotten to make a note of this, while claiming that his staff is very thorough and would never miss this). I do not deny the work ethic or thoroughness of the staff, but with the sheer volume of clothing in this shop everyday, there would be room for human error, as there is with any business of this kind. The other employee, a blonde woman, was kinder at first and told us that she would look for the pieces, sew back the one epaulet, and call us back later the same day. Unfortunately, she never followed up, so we went in the next day and were met by the woman again. She explained that she hadn't found any pieces and 'strongly believes that it had been brought in that way'. The epaulet was also not sewn back on, like she promised they would do. I asked her whether they had a policy to make a note of missing pieces when an item of clothing is brought in - she put her head down and ignored my question. I assured her that the jacket was brought in totally complete, with no missing or ripped pieces. In fact, the pieces that are missing clearly point to it being a dry cleaner issue; the epaulet and straps are decorative so there would no reason to remove these pieces unless the jacket was getting thoroughly cleaned/fixed. It's obvious something went wrong during the process. During the course of the conversation, the woman became very condescending and visibly angry. She refused to take any responsibility, further insinuating that I am a liar/fraud. I am extremely disappointed at the way people from the local community are treated at this store - these folks need to work on customer service and conflict resolution skills (and for the male owner, following Public Health guidelines, which is very worrisome during COVID). What was most disappointing is that there was no solution provided, nor any accountability taken. When we asked her what she can do for us at this point to remedy the situation or come to a shared resolution, she just shook her head and said that the store did nothing wrong. Now I am left with an incomplete, damaged garment.
