I just encountered a relatively unpleasant experience with Town & Country, but as the facts are…read moreuncertain, I can only fairly address the circumstances and attitudes confronted by this event.
Recently I had a sports coat's lining repaired there. When I returned to pick it up, the work was done well, but there was an ink stain on the front of the coat that had not been present when I brought it in. I brought it back to inquire about it, and of course they denied causing it, and further could not fix it. So, bye-bye jacket.
It is possible that there was a pen in a pocket somewhere when I brought it to them, and that the pen leaked while in their possession. I cannot dispute that. However, why wasn't this problem pointed out to me when I picked it up and paid the cost of the repair? It was quite obvious when I finally took it out of the plastic to wear it. Regardless of the time the leak occurred (before, during or after the repair), it was certainly there when they finished their work.
It would have been more honorable to point this out to me, rather than have me find it once at home. I am a reasonable guy, and I recognize the ownership of the ink and time of leakage is in doubt. Still, it was visible to me, and likely visible to them before the transaction was completed. But, rather than be upfront about it, and explain it was not their fault and only saw the stain at the conclusion of their work, they chose to not inform me, and make me return to them to talk about it. And, of course, they were defensive and unwilling to see any way they could have handled it differently.
Not a good business move, as I cannot continue to use their services in good conscience, and I am writing this review to warn off other people who might encounter a problem in the future. These seem to be nice people, but a bit shortsighted. All they had to do was deal with me directly, and as if they were sorry this happened even without any admission of responsibility, and I would have been unhappy, but satisfied with their deportment. As it was, they failed on the human interaction scale, and lost a customer.
