This is the only negative review I've ever written about a business on Yelp (i.e. Don't scroll past…read morethis thinking, "This is just another 'Karen'"). Generally, I let things go or give a business the benefit of the doubt...especially local ones. However, this dry cleaner has the worst customer service of any business with which I've interacted. The last straw was their rudeness with my wife who inquired about a missing item for me. She has used this place for over 20 years.
In short, they lost a suit of mine. No big deal generally...it happens. This negative review isn't about losing the suit, but rather, their response. There had been a few instances with them where I was missing a shirt when I got home, but I simply showed up the next day, and they found it. They haven't found the suit, have refused to acknowledged that it happened, or that it's even possible that it could have happened. Instead, they insist that their ticket shows that I picked up the proper number of items, so that means I got it (as if a ticket proves that an item was actually received). Like many people, I generally pay what they tell me, and put the hangers of clothes in my car without taking inventory of all items as present. So, I didn't notice the suit was missing until 3 days after pickup. I immediately let them know It was missing from the items I picked up...they couldn't find it. I gave them weeks thinking it would turn up somehow or that maybe someone else got it by accident and would return it; mistakes happen. I checked in a few times over a 6 week or so period. I was never rude nor ever demanded they compensate me for it. I asked the owner to call at one point ...that never happened. When I came back the last time to follow up, a lady (who has waited on me for years) rudely said, "I was told you found it." When I pointed out that I clearly hadn't found it she just stared...I said I supposed the answer is, they hadn't found it either; she just responded rudely with, "No."
Never once did they say something during any interaction such as, "I'm so sorry you can't find your suit." Or "we don't think we lost it, but let us reimburse you for the cleaning cost you paid at least." Instead it's simply been...this ticket shows you paid for the right number of items, so you got it (the same lady rudely reiterated this to my wife who asked about it a few weeks ago...my wife was told that I got it or I got someone else's suit that I need to bring back). Again...their position is that the ticket shows I paid for X number of items, so I got those items because they count them. By the way, the ticket isn't even correct. One of the items I actually did get, an long overcoat, is listed as something else.
I am baffled as to why they would insist they are infallible in this regard and have decided to treat a long-term customer so unprofessionally. Guys...I don't carry dry cleaning around with me into places besides my house. I have an attached garage. If I lost it, it would have been somewhere between my garage and my closet...or someone broke into my house and stole just that one particular suit; Or, perhaps it could be...that I never received it. In any case, my family has moved on to another dry cleaner that has been great so far. Use this cleaner at your own hazard...be sure to always check your items before leaving...don't expect pleasant service if you have an issue.
I hope this review saves someone else from dissatisfaction. Highly disappointing service Fashion Cleaners.
